ComplaintsforAB Moving

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to start off by saying we have used AB moving several times but after our most recent experience, we would NOT recommend them to anyone again. We hired AB to load a U-Pack trailer for us. They stated they had done this many times and would send 6 movers (they said this many would be needed so there could be guys in the trailer strapping everything in). We bought 50+ moving blankets and 40+ ratchet straps. They showed up on the day of the move with only 4 people. The team was confused when we asked where the other 2 people were. Unfortunately, the weather wasnt great so all of our items were being put on the truck soaking wet. We offered to stand in the truck and wipe everything off as it was loaded but the lead guy said they had it covered. We put the box of ratchet straps on the truck and even offered to help strap things in, and once again, the lead guy said he would handle it. Wish we wouldve forced our help and not listened. We have so many damaged items, we are at a loss of THOUSANDS of dollars worth of stuff due to their carelessness (only used 2 straps in the whole 28ft trailer, didn't wipe any items off so they sat with water on them in the trailer, and they stacked extremely heavy boxes on the top, which damaged everything below them). After talking to AB on the phone, they said they would compensate us for the damage as soon as we filled out the claim. Now the claim has been filled out and they say they are not responsible for anything because they didnt transport the truck. I am extremely disappointed in the way they have handled this situation and hope they will do the right thing.

  Business response

  04/08/2024

  Good morning we do not have ********************* as being a customer in our database.

  Customer response

  04/08/2024

  I am rejecting this response because:  the job number is 291597-1 and is likely under my husbands name, *******************. Loading was conducted on 1/22/2024

  Business response

  04/10/2024

  The claim was denied as the customer used a third-party service to transport and unload her items also used third party protective materials.  To be liable we have to load items, transport and unload items with our personnel.  we have to be in custody and control of the items from start to finish with no third parties involved. 

  Customer response

  04/10/2024

  I am rejecting this response because:   The damaged items were not caused by the transportation of the truck. The damage was caused by AB Movings improper stacking, insufficient strapping of materials, and careless handling during the loading of the truck. As stated previously, items were not wiped down, items were not strapped in, heavy items were stacked at the very top, and there was obvious evidence that the truck was not loaded properly. Is this how your team would have loaded a truck that they were transporting?
  

  Its extremely disappointing that the company is refusing to take responsibility for the issues that led to the damage. If the movers are not held responsible to how they load items that they are not transporting, AB Moving has taken the stance that they do not care about their customers or their belongings. Recommend that they stop offering loading pods or trucks as a service if they cant take responsibility for their negligence. 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  As a result of our home flooding we had new hardwood floors installed and door frames replaced and/or refinished.I called AB Moving in advance of our move to request extra care be taken to not damage the newly installed floors. In addition to expressing our concerns with the AB moving sales office, I also discussed with a member of the move-in crew while they were en route. We asked that extra runners and blankets be used so no damage to our home occurred.During the move the following damages occurred: Damage to hardwood flooring in three rooms: ******************** Guest Bedroom; Damage to door frames at the entrance to two bedrooms; and Damage to newly painted molding In addition, one TV that was stored and transported by AB Moving was damaged beyond repair.The settlement for damage to our home is not acceptable. AB Moving employees caused damage to property. The damage is not 'prior damage' as they claim (and say they're aren't liable for), and an AB Moving employee admitted to causing the damage to our newly installed floors while on-site after I pointed it out.The requested remedy is a refund of services.

  Business response

  02/14/2024

  Our apologies to *********** for the issues on the move.  We have come to a settlement fortunately.      

  Customer response

  02/14/2024

  After discussing with TxDMV I learned that AB Moving is in fact not liable for home damage according to TxDMV regulations, only for damage to the property they moved. I was told my only course of action would be to file a civil suit. In lieu of this, I accepted their settlement offer which did not fully cover repairs for the damage they caused to my home.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Was told that with moving by hourly rate, that everything is included. I have emails stating this from the company. When move was happening, was told that there were extra fees for disconnect and reconnect of appliances. I was charged an extra $150 on site by the driver. AB Movie refuses to acknowledge this and will not give that money back.

  Customer response

  01/24/2024

  They did pay me back so I am satisfied!

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Nov 10, 2023, AB Moving moved the furniture 9.1 miles to my new home. I paid them $1,706.97 for move #******. Because this was an hourly job, I moved all the boxes except for 4 heavy ones, lightweight furniture, TVs, 90% of the contents of my garage, and all other items on my own. This only left the furniture, rugs, and two large pictures. It should have been a quick job. I spent $75 extra to have my sleep number mattress moved without deflating it. I bought insurance to protect my furniture. The services I got were much less than promised. They send 3 men who moved at a snails pace and took apart everything they could possible disassemble including my antique furniture after I asked them not to. It took them 9 hours and 43 minutes to do a job that could have been completed in about 5 or 6 hours. I have damage to my refrigerator (dents and scratches). A piece of original hardware to an antique mirror was lost, and I have overpaid quite significantly. They deflated my sleep number mattress, so the $75 I paid for that was pointless. I was told that by paying for this service, the bed would not be deflated. AB Moving originally responded to my complaint, but ignored it. After many phone calls, they offered me just $139 (one hour of labor) to settle this dispute. I must also sign a release. I feel I am owed $75 for the sleep number service I did not receive. I want 4 hours of labor refunded ($556). So, there is a complete lack of responsibility on their part. Their last email they sent stated that If I respond to the email, I give up my right to make a further claim. For that reason, I am asking for help from BBB. AB Moving did not fulfill their promise. Additionally, they only include 5-star reviews on their website. This is misleading. They should be required to include all reviews so that the public is protected. I have supplied supporting documentation and would appreciate any help you could provide in settling this dispute.

  Business response

  02/01/2024

  We are sorry that the client feels the move took too long to complete.  9.5 hours was taken to complete the move for a **** sq ft home moving 22 minutes which would fall into the normal range for that size of home.  A settlement offer of one hour back was sent to the client to resolve the complaint and we would not be able to offer 4 hours back that the client is requesting.

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 3rd & 4th, AB Moving moved me from *********, ***** to ***********, ********. The day of the 3rd the movers and myself verbally agreed they would deliver my stuff to my apartment at 10 am on the 4th. The day of the 4th the movers called at nearly 11 am saying they would be at my apartment at 12 pm. At nearly 1:00 pm they called me again to say the moving truck had been broken into Why they call me 2 and a half hours after they contacted the police, just blows my mind. How long did they know about this and wait to tell me? I go to where the truck was and had no idea of how to properly park a moving truck so didnt think much when i saw it was horizontally pulled through parking spots (making the end of the truck easily accessible) and not backed up to a wall or tree. 13 boxes missing, a night stand full, a dresser full of clothes, a vanity full of makeup/ hair tools and a gondola full of miscellaneous items all stolen. One of the movers assured me that I would be ***** care of by his supervisor ***** and that the insurance in the contract is for broken items- not stolen. He said this means that I would be getting way more money than from the insurance in the contract. Now, two and a half weeks after the move after continuous calls to the company I get an Offer Letter for the missing items $1,000 that amount doesnt even cover what I paid the company to move me across the country and leave me with nothing. This has been emotionally draining and exhausting. In the beginning, I was so kind and understanding speaking with ****, their customer service. But at this point I just feel like my business is just unappreciated and I have been taken for granted. I trusted this company moving my life across the country and they seemed to have poor planning on their end and just could care less to have gotten most of my belongings stolen from their truck.

  Business response

  12/12/2023

  A final offer of settlement was made to the client of $1700 which far exceeded the coverage that was taken for the move.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently hired AB Moving Company for a move and had an incredibly disappointing experience. I strongly caution anyone considering using their services for the following reasons:**1. Unprofessional Behavior:** One of their movers left in the middle of the job. This left us stranded and significantly delayed our move.**2. Incomplete Service:** We discovered that some of our items were left behind at our old apartment, causing added stress and inconvenience.**3. Property Damage:** My TV cabinet, which retails for $400, was damaged during the move. Despite this, the company offered a measly $50 for that specific item as compensation.**4. Unauthorized Breaks:** The movers took multiple unauthorized breaks, which we did not agree to pay for. This extended the time needed for the move and inflated our costs.**5. Poor ******************* The supervisor, ****, avoided me at all costs when it came to resolving these issues. This shows a complete lack of accountability and customer care.After nearly a month of waiting for a resolution, the company offered a paltry one-hour refund, which doesn't begin to cover the damages and inconvenience we've suffered. I have photographic evidence to back up my claims and am left with no choice but to share my experience here. If you're looking for a reliable, professional moving service, I strongly recommend looking elsewhere

  Business response

  10/03/2023

  Our apologies to ******************* that her move did not meet expectations.  An offer of $254 back for settlement was made thank you.

  Customer response

  10/03/2023

  I am rejecting this response because the offer made is insignificant. The employees took unauthorized breaks and damaged furniture. Though we paid for three people to move our stuff, one left in the middle of the move, and the job was never completed, leaving us to finish moving the items they were supposed to take. All of these issues caused the move to take much longer than necessary, and I had to pay for the time wasted as they are paid by the hourthe longer they take, the more I pay. The manager, ****, at AB Moving Company, was unwilling to discuss a solution with me over the phone and resorted to communication via email only. I find this company to be highly unprofessional.
  

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Theft by moving company Ab moving contracted for packing and moving on 2/8-2/9/2023 for my less than one mile apart move in central Dallas area. Upon completion of the move selective highly valuable purses and electronics totaled to 8000 dollars were stolen. Filed police report and claim to the moving company. Moving company was dismissive towards our damages and offers 200 dollars and claims it’s just missing items. After investigation by law enforcement the suspect was traced back to be the employee of the company during the contracted move. It’s highly dangerous and damaging to have professional movers stealing from clients during stressful and vulnerable moving process.

  Business response

  09/15/2023

  We show the client has not paid for the move but we did offer a settlement based on the coverage taken in writing on the contract for the move. 

  Customer response

  09/15/2023

  I am rejecting this response because:   The moving bill was paid on the day of service 2/8 and 2/9 with credit card.  Dispute was filed to charges due to unsatisfactory services to Visa/chase.  I have paid in full for all bills. Dispute was closed in July/August.  Vendor has full payment.

  please elaborate, does the vendor contract consider theft the same as "loss"? Vendor contract covers damages and "accidental" loss, theft is not a routine or expected to be part of the service. 

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AB Moving Job #******-1 My complaint against AB Moving is that their employee *************************** intentionally delayed my Move so that it would cost more. I have also sent this complaint to AB Moving and am still waiting for their response.I will upload the document that lists out the details

  Business response

  09/14/2023

  Apologies to ***************  The move was **** hrs. for a two-man crew move going ***** minutes between locations. 1 bdrm apt. on 4th floor with a stop at 2nd floor apartment to a 5th floor apartment at the destination addresses in extremely high summer temperatures all apartments with elevators.  The move was completed in a reasonable time, but we did offer the client a refund of 30 minutes as a final offer.  

  Customer response

  09/15/2023

  I am rejecting this response because:   

  Apologies to ***************  The move was **** hrs. for a two-man crew move going ***** minutes between locations. 1 bdrm apt. on 4th floor with a stop at 2nd floor apartment to a 5th floor apartment at the destination addresses in extremely high summer temperatures all apartments with elevators.  The move was completed in a reasonable time, but we did offer the client a refund of 30 minutes as a final offer.  

  TThe client has never offered me a refund. I have checked both my text messages and email. The only time a refund was mentioned was at the end of my move and when I told ***************************** I was filing a complaint with the state and he said that he was going to give a discount but I should go ahead and file. I said I would.

  Plus 30 minutes is an insult the amount of time *************************** sat in his truck and refused to drive plus sitting in the back folding moving blankets was over 30 minutes.

  AB mentioned the apartments were on the 4th and 5th floor, but failed to state that the movers were using elevators and at the 1st location maybe they should have took more than one thing down in an empty elevator.

   

   

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid AB Movers to move my ********* to my new residence and they damaged my new TV stand i bought from Ashley ********* and they are only offering me $78.00 and I need my TV stand replaced for a new TV stand it can not be repaired I took pictures sent to AB movers

  Business response

  08/28/2023

  We offer all of our customers 4 levels of coverage on all moves.  the coverage that was taken for this move was our basic coverage and that the amount offered was based on that coverage in writing by the customer thank you and sorry for the issues.

  Customer response

  08/28/2023

  I am rejecting this response because:   it look like it says I was offered a option to choose a different plan option I was not offered nothing but given rates to move me and available time frames to move me that is it and if it was like that about different options I would not have agreed to move my belongings with them. I never used them before and so I was not aware of no different options to move this is just a sorry excuse not to take full responsibility to replace my new tv stand they damaged my cell # is contact me is ************  

  Business response

  08/28/2023

  We send all customers options for coverage on booking and on confirmation as well as on the contract prior to the move starting.   6-13 and **** were the dates the emails pertaining to coverage were sent and they show to have been read date and time stamped.  The contract also has the coverage that was taken **** prior to the move starting

  Customer response

  08/28/2023

  Regardless It was offered to me about that and if You are delivering my belongings my belongings are your responsibility while in your care this is a brand new TV stand and it was not DAMAGED when you arrive to my place to deliver it it was a accident however I need to have it replaced $ 78 is nothing I cant buy a new stand with that !

   

  Customer response

  08/31/2023

  I am rejecting this response because:   

  Regardless It was offered to me about that and if You are delivering my belongings my belongings are your responsibility while in your care this is a brand new TV stand and it was not DAMAGED when you arrive to my place to deliver it it was a accident however I need to have it replaced $ 78 is nothing I cant buy a new stand with that !

   

  Business response

  09/20/2023

  Hello we did abide by the contract agreed to by both parties prior to the start of the move.  Settlement offer was best we could do

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  One of three guys on Vics team stole my Wife's Wedding Rings, Promise ring and ********************* Rings. Absolutely no communication from management. I have tried Multiple calls and sent multiple Emails. They also cracked one of my flat screens. Still no answer or response from a manager . Spent over $900 .

  Business response

  07/18/2023

  We are so sorry to hear that your wife's rings are missing and I believe you spoke with ******, our Supervisor, the next day that you called into our office. We also spoke with your insurance company the day after receiving your claim. Our Supervisor was personally on this move who has been with us for over 10 years with not one claim of theft. We do stand behind our moving team who all stated they did not see any jewelry either on the initial walk through or for the duration of the move. We did not pack any items and everything else was packed and ready to move. Furthermore, we kindly ask on all communication, including our written estimate, that our customers move all jewelry as these should be moved by you personally and we cannot be held responsible. After receiving the Claim Form, we sent out a settlement offer for damage to your television that was based on the coverage selected for your move. 

  Customer response

  07/18/2023

  Anyone Reading this****AVOID THIS COMPANY****

  I am rejecting this response because , there are 2 other people that were with ****** with prior criminal histories.  I did not know criminals were so forthcoming, apparently this is the case with your employees.

  There has been zero communication, after multiple phone calls and emails, I only once received communication. Your business seems to be filled with liars as I did not speak to any supervisor. I spoke to ****** who tried to transfer me. However your "Supervisor" never answered the phone.

  They did not Pack anything in protective equipment, they carried my 65 inch plasma with one person over his head. Broke two dressers, *** took pictures, however I am not even worried about those. Absolute Nightmare of a situation and a company that has no willingness to right a wrong.
  

  My reservations was made over the phone. I did not have any written communication prior. 

  How is $100 dollars an acceptable offer for $4500 dollars worth of Merchandise.

  **** is a piece of Human Garbage. This will be settled in small claims court.
  

   

*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. ↩