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:04/16/2025

  Type:Product 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 hired Bronco Moving based on their overwhelmingly positive reviews, but what I received was unprofessional, inefficient service and evasive follow-up. Despite having everything preppedbeds broken down, furniture staged, and minimal wrapping neededtheir two-man crew took over 3 hours to load less than a full truck and another 1.5 hours to unload just two-thirds. They moved slowly, dropped/damaged items, and failed to remove rental blankets before stacking into storagebasic professionalism was *********** mover even admitted the time was excessive when I raised concerns. I was told a supervisor would follow uphe never did. After leaving a review, I received a generic damage form. I responded in detail within 40 minutes and followed up twice over the next 11 days. No response. All I got was a vague message: Your settlement has been mailed. I never received it. Additionally, this "settlement was sent to the main leasing office, not a verified address at which I lived. I repeatedly asked for a breakdown of the alleged settlement, a copy of the contract, the receipt for my payment, and confirmation of where the letter was sent. Every request was ignored. Eventually, I was sent a condescending message from ********* *****, accusing me of escalating and being uncooperative, despite never providing the basic information I had been requesting. She refused to describe what was sent or acknowledge the communication breakdown. The tone was dismissive and accusatory.Since then, Ive read other complaints describing nearly identical experiencesslow labor, damage, evasive responses, and being blamed when asking for transparency. This is clearly not an isolated case. Bronco Moving presents a polished public image but fails to deliver and then gaslights customers who try to hold them accountable. Their pattern of deflection, vague resolutions, and refusal to acknowledge legitimate concerns should not be overlooked by consumer watchdogs.

  

  Business Response

  Date: 04/17/2025

  The customer hired ********************** for a labor-only move on March 27, 2025. No transportation was provided by our company. The job involved two drop-off locations and post-load pad removal at the customers request.

  The move was booked with an estimated duration of 3 hours, based on details discussed during scheduling. As outlined in our written confirmation email:
  When scheduling with Bronco Moving, you are self-estimating the total time of your move. This means that you will be booking Bronco Moving for the time provided in the estimate. At the end of the scheduled time you will be given the option to continue. This will NOT increase the hourly rate or any additional fees but will void any estimates. You will simply be agreeing to extend the time of the move, and any charges will still be prorated down to the minute. WE DO NOT ROUND UP TO THE NEXT HOUR.

  The total service time was 4 hours and 35 minutes. The customer was present throughout the move, was not charged for any idle time, did not express dissatisfaction at the time of service, and paid the final invoice in full.

  On April 4, the customer submitted a public review. We responded that same day with our standard claims form and process. He declined to file a damage claim, writing:
  Again, the real issue here isnt the minor damagethose items arent even worth the time it would take to file a claim.

  Instead, the customer requested expedited resolution from someone in a leadership role. As the Managing Partner of the company, I personally prepared a written settlement based on service-related concerns within 3 business days. This included a refund of $115.00, equal to 21% of the total invoice, along with a detailed explanation, rationale, and supporting documentation.

  The full settlement package was mailed on April 9 to the only address previously providedan apartment leasing office the customer submitted during the quote process. He acknowledged in later communication that he had asked the office to be on the lookout for the letter, but did not provide an alternate address.

  On April 16 at 1:31 PM (yesterday), the customer confirmed his full mailing address. We have since issued a stop payment on the original check and re-sent the complete settlement package to the corrected address. This included:
  A refund check
  Breakdown of time and refund
  Signed service contract
  Receipt of payment

  The customer has been notified, and the new settlement is in transit.

  Throughout this process, we have acted in good faith and in full compliance with Colorado regulations. We provided clear written policies in advance, prorated billing to the minute, and completed his settlement quicklyeven after the formal claim process was declined. The only delay in delivery occurred due to the customer not confirming a complete mailing address until yesterday, April 16.

  This matter has now been thoroughly addressed. We stand behind the professionalism of our process, the transparency of our communication, and the fairness of the resolution provided.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23215596
  
  I am rejecting this response because:

  I strongly dispute several key claims made in Bronco Movings response and believe they are deliberately misrepresenting the timeline, context, and facts.

  First, I did express dissatisfaction during and after the job. I told the lead mover directly at the end of the move that I was unhappy with how long it took. He acknowledged the inefficiency, specifically referencing the re-stacking process. I also called **** directly minutes after the movers left and clearly voiced my disappointment. He said **** would follow up with me, but no one ever did. I waited a full week before posting my review as a last resort, after being completely ignored.

  Bronco claims I declined to file a damage claim and that I received exactly what [I] asked for. This is misleading. I stated the minor damage wasnt my primary issue and sought resolution for broader concerns about the jobs efficiency, professionalism, and compliance with regulations. I requested a direct, transparent response from leadership.

  Instead of addressing that, ********* ***** sent a generic claims form on April 4. I replied in detail within 40 minutes. My email was ignored. Five days later, on April 9, I received a vague notice that a settlement had been mailed, with no explanation of what it included or where it was sent. I followed up twiceApril 12 and 15requesting clarification. Only after filing multiple formal complaints did Bronco disclose the contents of the settlement package through the BBB, not in any private email as I had repeatedly requested.

  While they now claim the settlement was sent to my apartment complexs leasing office (an address I only submitted to help them quote mileage between locations), they never asked me to confirm a valid mailing address prior to sending it. Their suggestion that I caused this delay is disingenuous. I didnt provide a new address until April 16 because I was waiting in good faith to receive the letter.

  Regarding the paperwork: I did sign several standard forms at the beginning of the move, which may have included their boilerplate 3-hour minimum language. However, no walkthrough-specific estimate was provided, nor was I given copies of anything I signedeither physically or digitallydespite this being required by law under Rule 6608(c) and C.R.S. 4040-10.1-505. Additionally, I was never provided a written estimate, and copy of a final invoice or Consumer Advisement form.

  I originally planned to stick to the 3-hour timeline. However, the minimum time elapsed before anything had even been unloaded at our first stop. I had no choice but to allow more time, not as a casual extension, but as a necessary continuation of an incomplete job. At no point was I asked to sign an extension agreement, despite the crew stating this would be required.

  Elisabeths BBB response only strengthens my concerns. It presents a curated version of events for public appearance while ignoring the evasive, dismissive behavior I faced privately. Key detailslike the refund amount and included documentswere withheld until now, despite multiple direct requests.

  I am still requesting a refund for 1 hour and 35 minutes of service ($182.08), based on the companys poor performance, lack of communication, and noncompliance with key Colorado PUC regulations.
  
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 04/23/2025

  Supplement to BBB Complaint Updated Documentation for Bronco Moving LLC

   

  Dear Better Business Bureau,

   

  I am writing to provide an updated set of documentation regarding my previously submitted complaint against Bronco Moving LLC. Upon review, I realized that the versions of the settlement letter and service contract I originally submitted were redacted for privacy purposes, which may have limited clarity on some of the key terms and representations relevant to the case.

   

  To assist with your ongoing review, I have attached updated versions of the following documents:

   

  1. Service Contract and Terms Signed prior to the move and outlines the companys stated minimum charges, fee structure, and procedures for time extensions.

   

   

  2. Settlement Letter The companys post-service correspondence, which includes language making the refund contingent upon removal of my public ****** review and BBB complaint.

   

   

   

  These attachments reflect my continued concern that Bronco Moving's practicesparticularly surrounding time estimates, billing transparency, and conditional settlement languageare misleading and potentially unethical. I have also submitted complaints with the ************************************ (***), the *********************************, and the ************************ (***), as the issues raised extend beyond a simple service dispute and point to systemic business practices.

   

  I appreciate the opportunity to supplement the record and ensure that your office has the clearest view of the facts as they pertain to my complaint. Please dont hesitate to let me know if additional documentation or clarification is needed.

   

  Thank you for your time and attention to this matter.

   

  Sincerely,

  **** Rokovitz 

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

  Reference: BBB Complaint Bronco Moving LLC

  

  Business Response

  Date: 04/29/2025

  Thank you for the opportunity to respond further regarding this matter.

  Bronco Moving has acted in good faith and in full compliance with ************************************ (***) regulations throughout Mr. ********* move and the resolution process. The customer received a written confirmation email at the time of booking, which included the hourly rate, a non-binding time estimate, our full billing policies, and a link to review the complete Consumer Advisement and Service Contract. This confirmation serves as the written estimate under Colorado regulations and is consistent with industry standards for labor-only moves.

  Mr. ******** was present throughout his move on March 27, 2025, signed the service contract at the beginning of the move, and paid the final balance at the conclusion of the job without raising objections. The Consumer Advisement form was made available digitally prior to the move, was physically signed at the time of the move, and was resent during the settlement process. A receipt of payment, breakdown of time used, and signed service contract were all mailed to Mr. ******** as part of the settlement packet he confirmed receiving on April 23, 2025.

  As a good faith gesture, Bronco Moving voluntarily issued a refund of $115.00, equal to 22% of the total invoice, despite Mr. ******** denying to follow the formal claims process and demanding an immediate response from a higher authority. When it became apparent that the original settlement package may not have reached him due to address confusion, we immediately reissued the full settlement package after receiving a corrected address.

  At this time, Mr. ********* concerns are under formal review by the ************************************. We have communicated directly with the assigned PUC investigator, who has confirmed that the matter is being reviewed and that, based on their initial findings, Bronco Moving is not currently in violation of any *** regulations. We have been advised by this investigator to await the **** final determination before proceeding further.

  Out of respect for the regulatory process, and in following the instructions of the **** Bronco Moving has paused any direct communication with Mr. ******** while the *** completes its review. We remain fully committed to cooperating with the Commission and complying with any recommendations they issue.

  We stand by the professionalism of our team, the transparency of our documentation, and our full compliance with applicable regulations. All required documentsincluding the written estimate, signed Consumer Advisement form, service contract, payment receipt, and settlement breakdownhave been provided to both Mr. ******** and the ***. We continue to act in good faith and remain committed to a lawful and professional resolution of this matter.

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23215596
  
  I am rejecting this response because:

  I respectfully disagree with Bronco Movings characterization of the timeline, documentation, and regulatory compliance in their response. Several key elements of their reply do not align with my experience or the available evidence.

  Most importantly, I did not receive the full set of required documents at the time of service. The confirmation email referenced in their response did not serve as a proper written estimate as required under ************ regulations. Furthermore, the job exceeded the stated minimum duration, and no time extension form was ever presented, despite their own contract referencing this requirement. I was only given a document to sign reflecting the end time and total due with no supporting breakdown or opportunity to review or contest charges in real-time.

  I received the physical settlement packet on April 23, 2025 nearly a month after the move and only after repeated follow-ups. While I appreciate the refund offer, it was presented alongside conditions that involved removal of my public review and BBB complaint. I have not accepted these terms.

  In regard to their mention of the ************************************ (***), I intend to follow up directly with the Commission to confirm the current status of the investigation and the claims made in Bronco Movings response. I was not previously informed that communication was being paused per the **** direction, and will seek clarity on that matter.

  I remain committed to an honest and lawful resolution and ask that this complaint remain open while I seek further clarification from the PUC.
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 05/15/2025

   
  Dear BBB:
  
  Below is the details on our availability for a Mediation Hearing:
  
  Please Place list any dates you are specifically NOT available in the next 6 weeks: 
  
  It is easier to list the dates I AM available -- 5/28, 6/2, 6/4, 6/9, 6/11, 6/16, 6/18, 6/23-6/26
  
  
  Please Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  ____Mon. ____Tue. ____Wed ____ Thurs. ____ Fri.
  
   
   Please Place an "X" next to the Time  you are Available and work best for you: 
  
  _After 10AM EST Morning _BEFORE 4PM EST Afternoon 
  
  I understand that BBB will do its best to accommodation the information I have selected.  I understand that mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm.
  
  Thank You.

  Customer Answer

  Date: 05/16/2025

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  I am declining the offer to mediate. While I appreciate the BBBs efforts, I no longer believe that mediation with Bronco Moving will be productive. The company has had multiple opportunities to resolve this matter and has instead offered vague, evasive, and conditional responses, consequently displaying poor-faith behavior. Based on their prior conduct and the broader nature of the concerns raised, I believe this situation now falls outside the scope of what BBB mediation can reasonably address.

  I am still actively pursuing appropriate channels for resolution and accountability, but I do not believe further attempts through this process would result in meaningful engagement. I respectfully request that the BBB complaint remain visible as unresolved and accurately reflect the businesss failure to resolve the matter through the standard dispute process.

  Regards,

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

  

  Business Response

  Date: 05/22/2025

  
  

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23215596
  
  I am rejecting this response because:
  

  I do not accept Bronco Movings revised settlement offer.

  While I acknowledge that the newly uploaded letter appears to remove the prior unlawful condition requiring removal of my public review and BBB complaint, this revised settlement is functionally identical to their original offer. It still proposes a refund of only $115an amount that fails to adequately address the full scope of my complaint or the documented discrepancies in their service and billing practices.

  Further, I have not received this revised letter by mail. As with their previous correspondence, Bronco Moving continues to address it to the wrong location. Despite clear communication throughout this process, they have made no effort to correct my address, demonstrating a continued lack of attention to detail.

  Its also worth noting that this revised settlement was only uploaded in response to my formal rejection of mediation. At no point did Bronco Moving proactively reach out to me. They continue to maintain a posture of minimal engagement, responding only when prompted through regulatory channels, rather than making any genuine effort to resolve the matter directly or meaningfully.

   

  At this point, their actions appear designed to create the appearance of compliance, not to sincerely address the concerns raised. Given their repeated failure to communicate, acknowledge service failures, or offer a fair resolution, I find this response both insufficient and frankly insulting.

   

  I stand by my original position and will be pursuing this matter through additional regulatory and legal channels as necessary.
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:12/24/2022

  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.

  On 11/05/2022, we scheduled for Broncos moving to complete a move of our 2 bedroom 2 bath condo. When they arrived, we had the entire condo packed up and ready to go. We asked the mover should we move the ** ourselves? And the mover said no, we can do it. We do it all the time. Upon their arrival at our new house, the move informed us we accidentally broke your tv. But if you pay $150 for coverage, we will reimburse you. Bronco moving is great about reimbursing for damages. So we paid and signed their form to reimburse us for the $650 television that they dropped and broke. We later revived a letter from Bronco moving informing us that they do NOT cover electronics. Which is completely different than what the movers said. We would 1. Move the tv ourselves if we knew they were going to break it and NOT cover damages. 2. Never booked broncos moving as finding out they are very dishonest.

  

  Business Response

  Date: 01/04/2023

  Unfortunately, in the moving industry accidents like this happen; it comes with the nature of the business. Damage claims are processed using strict guidelines that are governed by the ******************* of *************** These parameters are standard across the moving industry and are covered in our contracts in detail and our contracts are signed by the customer BEFORE any item is moved. 

  
  "Actual Value Damage Coverage (A2) will be automatically applied to all articles. Bronco Moving, LLC agrees
  to reimburse customer for any damaged property at the current value of the item using straight-line depreciation and industry standard depreciation schedules. Damage Coverage does not include the functionality of any appliance or electronic device as there is no way to pre-test functionality. See the paragraph below for damage exclusions. Customer agrees to pay $150 per truck load for this coverage. The maximum coverage is $5 per pound or $500 per article. This contract is legally binding and your signature is evidence that you understand and accept the terms outlined by this agreement.
  
  Limits of Liability and Fragile Item Exclusions: Due to their fragile nature we do not cover damage to refrigerators, appliances, televisions, glass, ceramics, particleboard furniture, bonded leather, flooring, or plants. We are not liable for the contents of containers not packed by our movers. We are not liable for any damage resulting from improper preparation/packing by the customer. We do not dismantle refrigerators in any way. Please double-check appliance connections as we are not responsible for water leaks. In some cases tracking soil onto flooring is inevitable, we are not responsible for any resulting damage. Our liability for damage on loading jobs (no transportation of goods performed by Bronco Moving) terminates once the truck has been loaded. This contract is legally binding and your signature is evidence that you understand and accept the terms outlined by this agreement."
  
  The moving industry is highly prone to human error and accidents. Therefore, there are laws and guidelines in place to ensure that all claims are settled fairly to the customer and the ********************** company.
  We have sent a settlement check to this customer in the amount of $214.55 which has been accepted.  In our settlement agreement it states, By tendering the settlement check, you are releasing Bronco Moving of present and future liability for any damaged articles and guarantee that no reputational harm will be exacted against the business by you or your associates in any public forum.   They have since actively tried to tarnish our reputation in the community by not only writing negative reviews themselves,but having their friends/acquaintances participate in writing negative reviews.  If the client refuses to follow these terms we may proceed with legal action in the coming weeks.