Complaints

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:08/10/2024

  Type:Customer Service 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 signed a contract with Dunmar Moving for a 1-day move from *********************************** to ***************************** with one stop to a storage unit. The move was for Wednesday 7/24/24. There were no boxes to be packed or moved. The crew arrived on time. After the walk-through the team lead said moves this large generally took two days--one day to pack and one day to move. The move was chaotic due in part to staffing issues. A console was dropped and damaged beyond repair. I later saw chunks/chips of wood taken out of my front porch for the dolly. The lead advised late in the move that they could not finish because they ran out of materials. The move was completed 2 days later on Friday 7/26/24. I was told pictures of the broken item were taken, a claim would be filed, and Dunmar would contact me. I made full payment given that. I contacted Dunmar middle of the next week without return call. I called again Friday 8/2/24 and spoke with *****. She sent information to file a claim and apologized for my dissatisfaction. I asked for someone to contact me about the move. She said the operations manager would call Monday or Tuesday of the following week. I called Monday and spoke with ********************************* who identified himself as the owner of the company. He had concerns about the lateness of my complaint and agreed to speak with the team lead. I received an email advising of the decision to make no adjustment to my payment given the lateness and due to feedback from the team lead. I sent the attached letter to him via email summarizing my concerns and reminding him that we entered into a contract for a 1-day move. I have had no response from him. I would appreciate you assistance resolving this issue fairly and in the least stressful manner.

  

  Business Response

  Date: 08/12/2024

  In speaking with the crew leader the customer was happy with the services provided on the day of the move and even tipped the crew. However the customer waited almost a week to make any type of complaint to the office which we found odd versus reporting it the day of the move. She did mention that she did not care of some of the helpers that didn't speak english very well even though the crew leader was able to direct the rest of the crew. We do have a claim that we are working with the customer on but due to the timeframe of reporting the issues of the move itself and the crew leaders feedback we did not find that it warranted any reduction in the move cost. 

  Customer Answer

  Date: 08/12/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  As stated to the owner by phone and in a written/emailed communication, I was and am very dissatisfied with the move.  I voiced concerns to the lead during each of the moves.   That I treated him and his staff kindly during and at the end of the move does not mean I was satisfied with the move nor does it mean I waive Dunmar's responsibility in completing the move as agreed by contract.    I am unsure what information the lead provided the owner.  I would like to opportunity to have that information for review and comment.  Most importantly, my contract with Dunmar was for a 1-day move.  That clearly did not happen regardless of the circumstances surrounding the move.  It is my understanding the contract is a legal, binding document.  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  
  
  
  

  
  

  

  Business Response

  Date: 09/09/2024

  Good Afternoon 

  We have responded previously regarding the scheduling conflicts the customer had with her schedule during the move and then finished the mover the very next day. 

  Customer Answer

  Date: 09/09/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  
  
  
  
  

• Initial Complaint

  Date:12/06/2023

  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.

  Dunmar Moving Systems moved my family from *********, ** to *********, ** in September 2023. During the move a treadmill was damaged, a table was damaged, and a lamp was broken. We had a $0 deductible for move insurance through ******. A claim was filed with all the appropriate documentation and to date no action has been taken to fix or repair the damaged items. Multiple calls and emails between myself, Dunmar, and their insurance company have resulted in no action to date from either party to fix or repair my items.

  

  Business Response

  Date: 12/07/2023

  This claim was filed through Allied *** Lines given that this was an interstate shipment and not Dunmar, we have communicated with Allied to reach out to ********************.

  Customer Answer

  Date: 12/08/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I contracted with Dunmar Moving as an agent of Allied. 

  
  Regards,
  
  *************************
  
  
  
  

  
  

  Customer Answer

  Date: 12/13/2023

  Company has resolved the issue. No further action is needed. 
  

   

• Initial Complaint

  Date:08/17/2023

  Type:Billing 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.

  Dunmar is attempting to expand the storage time to increase cost after a failed attempt to increase cost using weight. I contacted Allied *** Lines in June 2023. *************************** from Dunmar Moving Systems came out to my home on June 30, 2023 to inventory and provide an estimate from Virginia to ** including storage. We entered into a binding contract on 7-20-23 for a pick up date of 7-25-23 and delivery to ** by 8-31-23. Since the binding agreement Dunmar moving systems *************************** and Ms. ***** ***** have made two attempts to circumvent the contract using unethical and bait and switch tactics. The first attempt was intentionally providing a low estimate of weight to increase the cost on the binding contract. The second attempt was changing the date our household goods would leave storage to increase cost on the contract for additional storage fees. The date of 8-23-23 is the date the household goods should leave storage to arrive on 8-31-23 or within the window on the contract. The company has delayed responding or failed to respond to address customer concerns. The ** ***************************** intentionally delayed responding by email past the 14 day window the company required to confirm delivery. The company from the beginning has used deceptive practices to gain a contract and increase the cost of the binding contract. I have paid the pick up fee of about $2500. That leaves a balance around $4900 due upon delivery. My goods are currently housed in their warehouse. I would like the Dunmar Moving Systems to honor the binding contract and delivery date without any additional cost. Dunmar Moving Systems should be forthcoming with procedures and pricing. Ms. ***** and **************** communicated to me that the only way I would incur additional storage fees was if my closing date changed and that has not occurred.

  

  Business Response

  Date: 08/24/2023

  Dunmar moving picked up **************** items for local storage and have been securely storing those items since the end of July. **************** changed the parameters of her move which required a new Order for Service to be signed and we have made ever attempt possible to resolve **************** concerns regarding her upcoming interstate move. Both Dunmar and Allied *** Lines have responded to all emails and questions numerous times and with full transparency. After all the these attempts failed it became clear that we were not going to be able to resolve **************** concerns therefore we cancelled her interstate portion of her move. As a show a good faith Dunmar has extended 4 weeks of storage in our warehouse at no additional cost in order for **************** to procure a new mover.   

  Customer Answer

  Date: 08/30/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Attached is the initial contract and some email communications. I did not agree to any changes and I was willing to honor the terms and conditions agreed upon for the move from ******** to ************** with Dunmar Moving Systems, ***********************, Moving Consultant for the full dates provided on 7-20-23 of receipt of goods on 8-31-23 due to home closing on 8-30-23. There were no changes to the contract made by me nor did I request any changes or agree to any changes.  I should not have a balance because I paid what was owed under the agreed contract. Due to Dunmar not honoring the agreed upon terms, I am incurring additional cost with Dunmar expenses and fees in addition to my time. 

  
  Regards,
  
  ***************************
  
  
  
  

  
  

  

  Business Response

  Date: 08/31/2023

  Customer Filed a complaint with the ************** BBB as well, we have responded to that complaint and this is still and active shipment so final details are being worked out still. 

• Initial Complaint

  Date:08/07/2023

  Type:Delivery 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.

  Today 04Aug 23, I was scheduled a delivery for a LazyBoy reclineraccording to email between 1500-1900 with a call 30 ahead of delivery.I returned home at ****, to find the box in front of my door, I couldnt get inbox open and someone elses name written on the boxnot the item I ordered inside, if they had called and Id been here, they would have known that.I have tried to call several times BEFORE ****no answer and no return call. I can get the box insideits huge and heavynot something I can manage. And of going to rain. I called the company I ordered throughI hoping they can somehow get it picked up. This company is eager to drop it off but not come and get it when the mistake is theirs!

  

  Business Response

  Date: 08/07/2023

  We are contracted by the company that the customer purchased the items from, the customer did not pay or contract with ******************** directly for this service. We are working with the company to retrieve the item and deliver the correct item, we are currently scheduled to retrieve the freight on Wednesday 8/9/23 and are working with the 3PL to locate the customer's correct items. Any questions or concerns about the product should be direct back at the company they purchased the items from.

   

  The name written on the box is our driver name for him to know his route. 

• Initial Complaint

  Date:07/10/2023

  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.

  The complaint is based on the companys inability to complete the contract as per the signed agreement on 2/28/2023 as well as their unresponsiveness to our request for contact and communications information. The move was pickup on 3/2/2023 and 3/3/2023 with a drop-off between 3/6/2023-3/8/2023. Highlights from the emails sent to the company include: On 5/29/2023:"This letter is to inform you that we are requiring a refund of $3,000 due to the following issues that will be explained in detail below:Items that were supposed to be packed by Allied teams were either not packed at all, or not handled in a protective manner as promised through the contract, these include formal artwork, frames, and other miscellaneous items to be packed by Allied. Note: We will be submitting a separate claim to insurance for damaged goods Family members had to help pack items throughout 3/2/2023 & 3/3/2023 to have the job be completed during the packing & loading days Family members had to help unload the second truck at the destination after it had arrived on 3/14/2023, almost a week later than expected.On 6/1/2023:I want you to send us, for both Allied and Dunmar, the names and email contacts for: The organizations President,The organizations VP, Sales and Marketing,The organizations VP, Operations, And Angels immediate Supervisor."I also want you to send us any audio and zoom video of your communications with [My daughter] or myself.In addition the movers inventoried as "packed by owner" several large boxes and crates that they packed. Not only is this a lie but their haphazard packing caused damage to several items, paintings, and frames.

  

  Business Response

  Date: 08/29/2023

  We have communicated with the customer our stance on the move and that they were not prepared when our driver arrived to both pack and load their items. Many of the boxes they provided pictures of are boxes they packed themselves. We consider this matter closed.