Complaints

This profile includes complaints for Brooklyn Moving, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Brooklyn Moving, Inc.

  1891 Woolner Ave Fairfield, CA 94533-5868

• 

  Brooklyn Moving, Inc.

  6233 Randolph St Commerce, CA 90040-3514

  

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:03/22/2023

  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.

  Spent **** with a **** deposit to ****'s moving to dispatch Brooklyn. Still waiting on the results of the original claim to be refunded ****** for a trundle bed that was completely demolished. It was done on purpose per the contracted driver.

  Business Response

  Date: 03/23/2023

  Hello, 

   

  I hope this finds you well. In regards to your complaints, we apologise for the inconvenience. Based on your account, we spoke to you after your delivery on  5/26/22 asking how the delivery went. Overall, you had given us a rating Of 8.5/10 stars and said the delivery crew and experience at delivery went well. We also spoke to you on 1/24/23 and you advised us that your sons bed was damaged. We sent you the claims information and advised you to file a claim as soon as possible since the claims department only process claims until 9 months after delivery. We didnt hear from you again until yesterday, 3/22/23, we asked you to send us pictures of what you were talking about in regards to your sons bed since we never received any photos or documents showing the damage. We still did not receive any correspondence from you that we asked for. Please send us any kind of photos of your sons bed so we can be able to work with the claims department in regards to your claim. We are awaiting this information from you. Please send as soon as possible, as previously asked for. 
  

  Here is the claims information again, 

  Here are the necessary steps: You may file claims as a condition precedent to recovery, a claim for loss, damage, delay, overcharge or property damage must be filed in writing directly with CSI at www.CSIPros.org within nine (9) months after delivery. Please register your claim information. Once you have completed your registration you will receive a thank you message on your screen and via email. An email with your login information will be sent to you to the email you provided in your registration within 48 business hours. For further assistance, you may contact CSI directly by phone at ****************** or via email at ******************. If you have any further questions or concerns, feel free to contact us at ************* or email us at **********************************  

   

  thank you 

  best regards 

  Brooklyn moving inc 

  ************

• Initial Complaint

  Date:03/03/2023

  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.

  If I could give a 0 star review for Brooklyn Moving ***** I would. Brooklyn Moving **** is a company filled with liars, cheaters, stealers, and all they want is your money. Many of our items were damaged and/or lost upon our cross-country move under Brooklyn Moving **** We submitted a claim for damages, asking for $1,200. In the grand scheme of things, since they charged us over $15,000 for the move, $1,200 is really not that much to expect, especially for the amount of damage done to our items. The conclusion they came back with was that they would give us 82 measly dollars. This was after they kept our stuff from us and would not deliver, far beyond the delivery date. Naturally, we appealed that conclusion, and after weeks of no communication, they once again have landed on a dollar amount of 82 to give us. This company is selfish, uncaring, greedy, and unwilling to make things right for the customer that pays an exorbitant amount of money for mediocre services. My advice is to learn from the mistakes we made in choosing Brooklyn Moving **** I suggest steering clear of this company at all costs. Many parts of the contract were broken on their end. They are highly unprofessional, uncommunicative, and unethical. We will be advising everyone we know to not use Brooklyn Moving **** in any of their moving endeavors.

  Business Response

  Date: 03/03/2023

  Hello ***********, 
  
  
  I hope this finds you well. We are sorry for the issues you had experienced with us. We will definitely look into the claim that you have made with our claims department and reprocess the claim, and also see what we can do about it. The claims are processed by delivery documents, and the Basic Valuation Protection at $0.60 per lbs. per article. 
  
  
  You should be getting an email within the next weeks from the claims department regarding this matter. 
  
  
  If you have any questions or concerns, please do not hesitate to reach us at ************ or email us at **********************************
  
  
  Thank you 
  Best regards 
  Brooklyn moving inc 
  ************

  Customer Answer

  Date: 03/04/2023

   
  Complaint: 19533833
  
  I am rejecting this response because: This response is unsatisfactory to me. The only thing I'm guessing you'll do is "look into the claim" AGAIN, for a third time, and come to the same conclusion. This is unacceptable. Change and a different outcome need to happen. We will require WAY more compensation for the damaged items, loss of time, and emotional distress caused by your company.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/14/2022

  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 filed complaint #******** back in July about this company for delay in delivery of goods. Portion of the goods were finally delivered however 8 boxes, 1 medical bed frame, twin XL mattress and desk top were missing. On October 13th I received an email from the company letting me know they had found 3 of my missing boxes and asked me to confirm they were indeed mine. I replied same day confirming they were and I would like them shipped to me immediately. It is now one month later and the boxes still have not been shipped to me and the company continues to tell me they are working on coordinating with the person who received my boxes in error. In of the initial emails they noted they would be shipping these boxes out via **** and provide the labels to the other client to adhere and have for pick up. I am not understanding why I am now waiting over 30 days for either the moving company to pick them up and deliver them or why the customer can't have the postal company come and pick them up. This company is extremely unreliable and I have experienced this now twice. They need to be reported so others are aware of their bad business. Also based on the moving contract, I feel they should be reimbursing me $15/day that these boxes have been missing. Original delivery was scheduled for 5/29/22 and delivery was final made on 7/30/22. During the delivery it was noted about missing items, so items were recovered and delivered. I am still missing 5 boxes and desk top, but these 3 boxes I have visuals pictures of are now 4 months past due. I have tried to recover these boxes for 30 days without luck.

  Business Response

  Date: 11/16/2022

  Hello, 

   

  I hope this finds you well. In regards to your missing items, we have constantly tried to contact the customer that it was delivered to in error to take them back to your home. We tried to schedule several attempts after we had called several customers trying to find the missing items for you. The client advised us that she would not be there for a few weeks, so we tried to schedule after she came back. There is no response.. We are going to reach out to the client today, 11/16/22 and give you an update on regards to this. We have tried and tried again to get in touch with them. We are trying to have them delivered to you. Our crew are ready to pick up the items- we need the client to respond to us and allow us to take the boxes. We are trying. Sorry for the inconvenience as we are trying as well and the customer is not answering us. 
  

  if you have any questions or concerns feel free to reach us at ************

   

  Thank you 

  best regards 

  Brooklyn moving inc 

  ************

• Initial Complaint

  Date:10/16/2022

  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.

  Dates: July - Aug 2022 Account/Order #: K4829139 Paid: ~$17,000 Committed to provide me: ************ move.Nature of dispute: - damage thousands of dollars of our property - held our stuff hostage in a warehouse until we paid an extra $7,000 - did not provide "full-service" move - horrible communication and lack of professional movers - did not have proper equipment to move us - left job unfinished This business has not sought to solve the problem.

  Business Response

  Date: 10/17/2022

  Hello ********************, 

   

  I hope this finds you well and safe. In regard to your shipment, we had sent you all the information on how to file a claim for the damaged items. In regard to your move, we did not keep your items hostage, this is completely false, and we have kept you updated throughout your entire move. When we picked up your items from your home on 8/9/22, you did not make any payment towards your move. In order to load your items to your delivery location, 50% of the balance due must be paid. You did not complete this payment until 8/17/22. This was the pickup portion of your payment. We also discounted $200 from the packing and materials list, the image you had attached to this complaint, before you had completed your pickup payment. We had loaded out your items for delivery on 8/22/22, and your delivery was the next day between 1pm-5pm on 8/23/22. You had spoken to our representatives about the damages to your items and we have sent you the necessary information of how to file a claim. In regard to your piano., we had tried to call you, email you, and text you about getting piano movers to move your piano from your garage however, you do not respond. The only response we receive is by email, during the nighttime around 9-9:30PM PST, well after business hours. We are going to try to reach out to you today, please respond to us in a timely manner, we are trying to contact you, but we only get responses after business hours. 

   

  Here is the information for the claims: 
  Here are the necessary steps: 
  
  You may file claims as a condition precedent to recovery, a claim for loss, damage, delay, overcharge or  property damage must be filed in writing directly with CSI at www.CSIPros.org within nine (9) months  after delivery. Please register your claim information. Once you have completed your registration you  will receive a thank you message on your screen and via email. An email with your login information will  be sent to you to the email you provided in your registration within 48 business hours. For further  assistance, you may contact CSI directly by phone at ****************** or via email at  ******************.

   

  If you have any further questions or concerns, feel free to contact us at ************* or email us at **********************************

   

  Thank you, 

  Best regards

  Brooklyn Moving inc 
  
  

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18230209
  
  I am rejecting this response because:
  

   

  While I appreciate the response, your information is false for the following reasons:

  1. You did hold my items hostage until I paid you an extra $5,000 dollars (well above my original quote of $10,000) during the load-in of my household goods. Had I not paid, you told me on the phone you would leave 50% of my goods.

  2. You did not attempt to contact me about my piano until months later after I attempted multiple times via phone and email. In fact, I have personal recordings and transcripts of all the phone calls I made to your business telling me that someone would be scheduling this and then I heard no reply. Due to your lack of communication I was forced to work with you writing, often going weeks without reply. Again, all of this is now documented in writing and timestamped.

  3. I have never delayed paying you. You have been paid in full and have received all payments when requested. 

  4. I did not hire your 3rd party claims company, you did. I see no reason why I should seek a claim through a 3rd party. Further, how am I to seek reimbursement for service (not goods) that were never provided. Your service not only was incredibly poor, you actually had employees that weren't real movers (such as the truck driver) moving my items.

  5. You are well beyond your required 21 days to complete my move as required by the *** since you didn't finish moving my piano into my home, along with the promised service of setting up my home as stated in the original contract.

  6. When I requested you to release my items from your warehouse in order for me to pick them up myself, you declined and then told me that if you didn't load it that you would then begin charging me to hold them in your warehouse.

   

  I have been reasonable, available, and willing to work with you but since you have been unable to respond to my multiple requests I was forced to work with multiple organizations to cause you to take action.

   

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

  Business Response

  Date: 10/18/2022

  Hello,

   

  I hope this finds you well. In regard to the rejection, we will be answering in points:

  1. When our driver gets to your home, he assesses your inventory to make sure it is the same as the original estimate. When he got to your home, he noticed that there were differences in your original inventory. When our driver got there, he noticed that you had more items than your original estimate. Our driver gave you the new estimate before starting work, which you had signed and agreed for. Your original estimate was **** cf, the actual cubic feet that we picked up was **** cf. We were originally supposed to pick up 211 Pieces, what we picked up in reality was 392 pieces, almost double the number of items on your original estimate. We charge based on the size and give all the information regarding this before starting to do the work. 

  2. We did try to contact you multiple times by phone, and text. We also tried to schedule several piano movers to come to you however, you had never responded. The only response we would receive would be by email during the night after business hours. Nonetheless, we had already scheduled the piano movers, and they have completed your service today 10/18/22 please confirm that as we usually have trouble reaching out to you (we did also try to call you about this appointment, as well as left a voicemail and sent two emails)
  
  3. In regard to payments, pickup payments are due at the day of pickup, we did not receive the completed payment until 8/17/22, 9 days after your pickup date of 8/9/22. The delivery is based off of your availability, available means you have completed your pickup payment, and you are ready to receive the delivery on the other end. This is delaying the payment that should've been paid on 8/9/22, however it was finally sent 9 days later on 8/17/22. When we have the payment, we schedule delivery, which we did and loaded out your items a few days after we received the payment.  
  
  4. In regard to claims, this is what we offer as a moving company. We handle Claims through CSIPROS.org, this is the liability that we have and that was contracted by you with us. All of the information is written on your bill of lading, and this information was also signed for. Once your claims are processed by CSI, you will be able to get a refund check in the mail from us, you would have to file a claim and wait for it to process before that. 

  5. We did move your items within the **** business days. Your piano was delivered to your delivery location, it was delivered to your garage and needs to be in the home. We did deliver the item to your delivery location. We also tried to get the piano into your home on several occasions, however you did not respond to our attempts by phone or text. We had sent Piano movers to your home today to move your piano from your garage into your home. The service should have been completed already, please confirm that with BBB as this was confirmed by you by email yesterday and we are surprised it is still in this complaint as a rejection. 

  5. In regard to your last point, this is completely false. On 8/18/22, the day after you completed your pickup payment that was due 9 days before that on 8/9/22, you called us and asked us if you can pick up your items from our warehouse. We told you that you were able to do that, that you wouldn't have to pay any delivery balance, and we also let you know that we would/should be loading the items by Monday, 8/22/22, you told us you were going to wait, and if they didn't load by Monday that you would pick up the items. On loading day 8/22/22 we called you for the loading of the items, which you confirmed with us and gave us the go ahead. You did not advise us that you still wanted to pick up your items. You received your delivery the very next day on 8/23/22. For the record, we did not ask for any extra monies, you simply could've came to pick up the items from the warehouse because you already completed your 50% pickup payment. 
  
  Please update BBB with the correct information, and please file your claims for any damages. We had already sent piano movers today and they had completed your service. Any claims for your move will be processed with CSI, here is the information:  You may file claims as a condition precedent to recovery, a claim for loss, damage, delay, overcharge or property damage must be filed in writing directly with CSI at www.CSIPros.org within nine (9) months after delivery. Please register your claim information. 
  
  
  Once you have completed your registration you will receive a thank you message on your screen and via email. An email with your login information will be sent to you to the email you provided in your registration within 48 business hours. 
  
  
  For further assistance, you may contact CSI directly by phone at ****************** or via email at ******************. 
  
  
  If you have any further questions or concerns, feel free to contact us at ************* or email us at **********************************  
  
  
  Best Regards,     
  Brooklyn Moving Inc
  
   tel: ************
  
  www.brooklynmovinginc.com   
  email: **********************************

   

   

   

• Initial Complaint

  Date:08/11/2022

  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 needed to move from *********** to *********. I originally thought I was in business with a moving company called ******************, only to find out they were actually a brokerage company. Brooklyn Moving *** showed up to my pick up location on 7/19 and stated they would have my stuff in ********* no later than 7/30. This was not ideal, but I am a recently graduated student and I couldn't afford to forfeit $1900 deposit I already paid to ****************** by refusing the timeline. They also charged me their portion of the move, which was an additional $1600. I came to find out that Brooklyn Moving *** has an alarming history of taking advantage of their customers. Look at their reviews. They have a history of significant delays, damage and loss of items. They offered me their free insurance, which only covers 60 cents per pound, or their full coverage which would cost an additional $800. I could not afford the additional $800 as that would make my small studio apartment move $4600.The company showed up 8/3 which was past their guaranteed last delivery date and lost a large size box of my belongings. They claimed they were going to look for box, but called me back the very next day stating to just file a claim with their insurance team. Based on the weight of the box (approx 50 pounds), their insurance company will only reimburse me $30. The estimated value of that box is $1385 and that is an underestimate as I can not remember exactly everything. When asked what actions they took to locate the box, they said they called dispatch who looked in a warehouse and that was it. No tracking effort. They refused to discuss further, repeatedly telling me to just file a claim. My items supposedly went directly from *********** to Nashville. I believe I am being lied to. Also being reimbursed $30 for $1385 worth of items shows their utter disregard. I understand I signed the contract, but this company took advantage of me. Please help me.

  Business Response

  Date: 08/19/2022

  Hello *******, 

   

  I hope this finds you well. In regards to your complaint, we do apologise for the missing box. We did search for it in the trucks as well as warehouse and unfortunately it was not found.we had given you the notification that it was not found days after we had searched for the items, which was days after you advised us it was missing.  We are very sorry for the inconvenience and provide a claim for your move. Here are the necessary steps: 
  
  You may file claims as a condition precedent to recovery, a claim for loss, damage, delay, overcharge or property damage must be filed in writing directly with CSI at www.CSIPros.orgwithin nine (9) months after delivery.

  Please register your claim information. Once you have completed your registration you will receive a thank you message on your screen and via email. An email with your login information will be sent to you to the email you provided in your registration within 48 business hours. For further assistance, you may contact CSI directly by phone at ****************** or via email ********************* If you have any further questions or concerns, feel free to contact us at ************* or email us at **********************************  

   

  thank you, 

  best regards 

  brooklyn moving inc 

• Initial Complaint

  Date:07/24/2022

  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 moving company delivered m goods on July 23rd, per the services that was apart of the move, they would reassemble anything they disassembled. The movers did not have tools to assembled everything they disassembled. My bed is broken and missing parts, the dresser is broken, one leg will not s**** in, every computer chair is broken and missing a wheel, the 77 inch TV is now bent and broken, keyboard broken, 2 desks are missing, old school disc record player is broken, picture frame is broken, coffee table is broken. Even the crew who moved. my stuff in was surprised at how poorly everything was packed and handled.Considering how many things are broken, I have to hire someone to remove this 77 inch tv that is broken from my apartment along with the coffee table and everything else. I have to repurchase that Tv, which is over $3000, repurchase a bed, repurchase a desk and more because of the negligence of this company. I have so many damaged things, the cost of replacing the things mentioned are more then what the move cost.

  Business Response

  Date: 07/29/2022

  Hello *****************, 

   

  We hope this finds you well. We do apologise for the inconvenience you had experienced at delivery and provide a claim for your move. Here are the necessary steps:  
  
  
  You may file claims as a condition precedent to recovery, a claim for loss, damage, delay, overcharge or  property damage must be filed in writing directly with CSI at www.CSIPros.org within nine (9) months  after delivery. Please register your claim information. Once you have completed your registration you  will receive a thank you message on your screen and via email. An email with your login information will  be sent to you to the email you provided in your registration within 48 business hours. For further  assistance, you may contact CSI directly by phone at ************ or via email at  ******************. If you have any further questions or concerns, feel free to contact us at ************* or email us at ********************************** 

   

  Thank you, 

  best regards 

  Brooklyn Moving Inc 

   

  Customer Answer

  Date: 07/30/2022

   
  Complaint: 17616602
  
  I am rejecting this response because: They did not provide contracted services such as reassembly of items that they disassembled, this canned response also shows no ownership of the negligence that this company has done. Missing items, missing parts, a small moving van with everything from 2 to 3 moves stacked on one another, not reassembling my stuff which was in the contract agreement. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/01/2022

  Hello *******, 

   

  We do apologise for the experience that you had experienced at delivery. We will be searching for any missing items and have noted your account. In regards to any compensation, please file a claim so we are able to get this processed for you. As soon as your claim is submitted, and processed, we will be able to compensate for claims. 
  

  If you need the information and instructions sent to you again, please let us know. Also, if any questions or concerns arise, feel free to give us a call at ************

   

  thank you 

  best regards 

  brooklyn moving inc 

  ************

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17616602
  
  I am rejecting this response because: ************ is negligent. The small moving truck for three houses had everyone stuff on one another, the movers did not reassemble as was apart of the contract, items were missing, pieces of items were missing, this company is anti-consumer and makes zero effort to protect property in a way thats so obvious that it should be criminal. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/21/2022

  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.

  Moving Contract J2816884. Movers picked up contents in *********** ** on 5/29/22. Contract notes 21 business days for delivery no later than 6/30/22. It is now July 21st and the company still cannot confirm when my goods will be delivered. The move has important medical records needed for health care, vendor payments and doctor information. I follow up weekly with this company and they have not ETA on when a truck will be coming West to delivery my goods. Friday July 15th I contacted them again for an update and was told they would contact me mid week with pick up information. I have called and left message w/ no response during business hours. What are my rights as a consumer, they hold valuable goods and information.

  Business Response

  Date: 07/22/2022

  Dear ****, 

   We hope this finds you well and safe. We do apologize for the delay on your delivery, we are experiencing delivery delays. We do compensate $15 per business day for delays after your delivery no later than date. We are expected to have a trailer arriving beginning of next week. As soon as the truck is here, we will be able to provide the eta on your delivery with timeframes on when you should expect delivery. After loading, and when the driver is en route, he will call you the day before and an hour before he reaches your delivery location. 
  

  We appreciate your patience and are working diligently to get your items to you as soon as possible. 
  

  if you have any questions, feel free to reach us at ************ 

   

  Thank you 

  Best regards, 

  Brooklyn Moving inc 
  

  Customer Answer

  Date: 07/22/2022

   
  Complaint: 17607079
  
  I am rejecting this response because: this is the same message I have been receiving from this company since they picked up my items on May29th.  I have weekly emails stating this same message over and over.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/29/2022

  Hello ****,

   

  We hope this finds you well. We had loaded out your items for delivery on 7/25 and you should be expecting a call from the driver when he is an hour away. Depending on traffic, delivery can be tomorrow 7/30/22, we do apologize for the delays and will send you your new balance by email deducting any delays on your account. 
  

  if you have any questions or concerns feel free to reach out to us at ************

   

  thank you 

  Best regards 

  Brooklyn moving inc