Complaints

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

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Mabey's Moving and Storage, Inc. has 10 locations, listed below.

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  Mabey's Moving and Storage, Inc.

  515 3rd Ave Ext Rensselaer, NY 12144-5614

  
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  Mabey's Moving and Storage, Inc.

  1086 Troy-Schenectady Rd Latham, NY 12110

  
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  Mabey's Moving and Storage, Inc.

  916 New Loudon Road Latham, NY 12110

  
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  Mabey's Moving and Storage, Inc.

  4291 Albany St Colonie, NY 12205-4609

  
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  Mabey's Moving and Storage, Inc.

  142 Raylinsky Rd Ballston Lake, NY 12019

  

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:05/08/2025

  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.

  This business has not tried to resolve this issue with me, so I am bringing this to make a claim about all my furniture and my electronics being broken. All of the items are unrepairable and it should all be replaced. They even refused to put this in their claim department.

  

  Business Response

  Date: 05/09/2025

  Mrs. ***** was evicted from her residence. The sheriff sent over people (Not ******) to move her items out of the residence and into a storage unit. They were not professional movers and they did a tremendous amount of damage to her goods. She then contracted ****** to move her goods out of the storage unit and into her new residence. All of the damages were preexisting. Thank you.  

• Initial Complaint

  Date:06/10/2024

  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.

  They misrepresented the basis of the charges to me. All along they made me to understand that the charges on my move would be based on the weight of my goods and that the reserve weight was just an estimate for their planning purposes. This reservation weight was set by their salesperson who came to my home for the estimates. When I got the bill, I just assumed they had used the weight of my goods (6,880 lbs.) and went ahead signed the invoice and paid the bill via my credit card. On scrutinizing my bill, I realized that they had used the reservation weight of 10,500 lbs. to charge me on the invoice, instead of the actual weight of my goods (6880 lbs.) - a difference of 3,620 lbs. I immediately reached out to my salesperson, and he referred to operations and accounting for help. Acounting and operation just gave me a run around - initially saying there is nothing they could do -after a few email exchanges they offered me a credit 437$ which I declined because that was not a sufficient refund (based on the weight proportion - they owed me 3,750. Tell me in what world where your weight is 6880lbs. and someone charges you for 10,500 lbs. I reached out to them the next day after paying the invoice and before they moved my goods, and they made no serious effort to correct this. I have emails where I asked, and they confirmed the verbal message from the salesperson that my charges would be based on the weight of my goods. To me it seems it is a scheme where they send Salespeople out to come up with wild estimates, lure their customers to believe they are charged on weight but deep bottom they know they will nail them on the reservation space and then point to a reference to the reservation weight in their standard non-binding estimate. I am asking for a remedy (refund of 3,750) and also that the public be warned about their business practice. I filed a complaint with my credit card company (********) who are agreeing with their response -but I am not satisfied with that

  

  Business Response

  Date: 06/27/2024

  Customer
  was provided a non-binding estimate to relocate 10,780lbs from Schenectady, NY,
  to Orlando, FL. The estimated charges customer signed for was $11,176.42 with
  space reservation of 10,500 lbs. The customer is stating should only be charged
  $7,377.47 however, that is not correct charges due are based on services
  provided per the signed estimate. Customers total charges came to $10,877.47
  and that is all the customer has paid per the payment portal link that was
  email to ********************** and
  the customer authorized and processed this payment.   Final
  charges on relocation fees are based on the space reservation weight of
  10,500lbs and services provided per the ***** invoice attached. Customer has only
  been charged for services provided to relocate them from NY to FL. Customer
  goods were delivered on 2/27/24 per signed bill of lading attached. Mabey's denies any wrongdoing as services were provided and delivery of goods was made on 2/27/2024. This
  was not an altered amount charged to the customer, customer was only charged the
  total amount for relocation services per the invoice attached that was paid per
  the payment link by the customer. Customer signed a non-binding estimate: with
  accessorial detail of space reservation for 10,500lbs, final charges on
  relocation fees are based on the weight of 10,500lbs and services provided. All
  transportation charges must be paid as shown on the invoice in the amount of $10,877.47.  Per the email dated 2/19/24 that he attached in his complaint, he was made aware that final charges would be based on the space reservation of 10,500 lbs.  The credit card company agreed with our position and denied the customers transaction dispute.  

  Customer Answer

  Date: 06/28/2024

  I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  The business does not answer my central question - they misled me into believing that I would be charged based on the weight of my goods. The 10500 ibs was just a calculated over-estimate by the sales rep and not once did they tell me that I would be charged based on a space booking. This is my main issue with them - they are misleading customers with a sales pitch about a promise to weight before and after - while knowing fully well they charge based on some reserved space measurement. The only mistake I made was trusting them because I was referred by a friend and thought it was a local company - if I knew I was dealing with ***** I would have gone to ***** in the first place. The other mistake was not doing the cost per unit weight before paying them on my credit card - after I realized I was overcharged I immediately reached out to them, and they started giving me the run around and did nothing to rectify the situation even though they had options to rectify this before they moved my items - which did not occur until several days later. If they did not do anything wrong, why did they offer to pay me some small amount of   money that I rejected? I am re-attaching the email where they confirmed I was supposed to be charged based on weight. 
  
  Regards, 
  
  ********* *****

  

  Business Response

  Date: 07/01/2024

  At no point were we dishonest or misleading. Even in the email in which he asks whether he will be charged by actual weight we made it clear that the space reservation would apply.  We are a 3rd generation locally owned family business. We have not thrived for over 70 years by ripping people off. We offered the client a credit as a good faith gesture, as it was clear they were not happy, but they did not accept it.    

  Customer Answer

  Date: 07/07/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  The actual weight was 6,880 lbs on page 6 (Invoice) of the attached document titled "********-Dispute_Response". Please read carefully their response to my compliant through my Credit card provide (********) - where they assert that their charges are based on a reserved volume. My key contention in this matter is that they told me my charges would be based on the actual weight of my items and the reserved volume was a number used for their planning purposes. Can you ask them to tell you which is which - what is the basis of their transportation charges? Are they deceiving consumers? and on the point that my items were delivered, to be clear I raised the issue with them the day after they picked my items and several days before my delivery. I let them deliver my items at the advice of my Credit card company that told me they would only take up the case upon delivery of the contract. And again, I declined their offer because it was very clear in my mind that they were not meeting the terms of payment that I had been made to understand - that the final charges would be based on the actual weight of my items. 
  
  Regards, 
  
  ********* *****

• Initial Complaint

  Date:12/08/2022

  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.

  We hired Mabey's for a move from our house in NY to a self-storage unit in May 2021. However, we found out in November 2022 that parts to a baby grand piano that Mabey's movers disassembled, wrapped in blue quilted pads and placed into the storage unit were missing once another mover transported the piano and other goods to us in Florida. The piano was never touched while it was in storage, and it remained wrapped up the entire time. We observed the other movers take whatever was in the storage unit, including the piano and pads, and placed it on a truck that brought everything down to our new home in Florida. When the movers tried to reassemble the piano, they noticed that some piano parts were missing. When we asked Mabey's what could have happened to the parts, they claimed it was too long ago to remember. I had to order replacement parts which cost $150, and the piano mover in Florida is charging $250 to put the piano back together once the parts arrive. The reassembly was included in our move from New York to Florida. As a result, we are $400 out of pocket because of Mabey's negligence in handling these parts. Two piano movers told us that the top of the piano should never have been disassembled in the first place which caused the loss of hinges and pins that hold the top to the base of the piano. Those hinges and pins are very unique and difficult to get. I finally found them online, but they are expensive and currently backordered. Meanwhile, my piano continues to sit on its side, which is not good for the piano. Mabey's is blaming the other moving company, but the owner of the other company drove the truck from NY to Florida by himself, is totally responsible, and even contacted Mabey's to find out what happened to the parts, all to no avail.

  

  Business Response

  Date: 12/09/2022

  While we regret you are experiencing this issue, this request for refund is unlawful. Federal Regulations (49 C.F.R. § 370.3) require that any claim for loss, damage or delay must be submitted in writing by claimant and received by carrier within 9 months from date of delivery. For local moves completed within New York State, that time limit is 90 days from the date of delivery. Our records indicate that our team moved your goods into a self-storage unit 18 months ago. This is far beyond the statute of limitations for filing claims for both local and interstate moves. 
  
  As you stated, you recently had another moving company remove the goods from storage in New York and bring them to Florida.  The company you chose for your interstate move is not part of our Van Line, nor affiliated with our business in any way. Since your goods were not on our truck, nor handled by our personnel, we cannot assume liability for items that may have been lost during your interstate move. Any claims against the shipment for loss or damage should be handled through a legal claim process and filed with the last carrier that was in procession of your shipment.
  
  While we sympathize with your situation, we would ask that you attempt to adhere to the legal frameworks, provided and enforced by the Federal Government, that are in place to protect the shipment. 
  
  

  Customer Answer

  Date: 12/13/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Mabey's was aware that my piano was going into a storage unit for at least a year.  They were originally supposed to move the piano for us to Florida but we had heard terrible reviews about *****, Mabey's interstate moving company, and did not want to deal with them. The storage unit where Mabey's moved our piano was owned and operated by Mabey's. The piano at issue is a ****** baby grand piano.  It was disassembled by Mabey's moving company's personnel, wrapped up in padding and placed in the storage unit for the long duration.  It was only when the piano was delivered to our house in Florida over a year later that we discovered the missing parts.  This is not an issue involving interstate commerce.  The negligence occurred in New York when Mabey's workers misplaced the piano parts.  There is no other explanation for the missing parts other than Mabey's negligence. The piano was in perfect assembled condition when Mabey's took it apart, and Mabey's failed to secure all ofd the parts. It was impossible to detect the missing parts until delivery since the piano remained disassembled in the storage unit the entire time until 11/8/22 when another moving company took it out of storage, placed it on the truck and delivered it to my new home.  The mover who handled the interstate move never came into possession of the parts because they were never placed in the storage unit. The fault lies with Mabey's, and they won't do the right thing and reimburse us for the cost of the parts and the assembly of the piano.
  
  
  
  Regards,
  
  
  
  **** *******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 12/14/2022

  We are very confident that had you chose Mabey’s for your
  interstate move, you would not be missing parts.