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:12/05/2024

  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.

  Contracted with D&D for my move. At completion of move accidently wrote my payment check for more that the invoiced amount. Employee called me and said they could deposit the check and refund me the difference or i could rewrite the check. I choose to take the refund. I have Called 3 times asking for the refund and keep getting the run around. Been 8 wreks with no refund.

  

  Business Response

  Date: 12/09/2024

  Customer was contacted on 12/05/2024 via telephone by my secretary, ******, and explained to him that a check had been previously mailed by ***************** in the amount of $72.00 for the over payment issued by the customer. The customer was also informed that a new check would be issued and stop payment would be request from the bank at our expense, and he could pick up in person on 12/9/2024 to avoid US Postal Mail errors.

  I believe that picking up the overpayment in person will resolve this complaint.

  Sincerely,

  *** ******

  D&D Moving and Storage, Inc.

• Initial Complaint

  Date:03/07/2024

  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.

  Date of Occurrence 3/2/24-D&D Moving moved us from ***************, ***** to ****, *****. We had a coffee table scratched and they chipped our front door and door frame on the home in ****. They force whoever is a warm body after they unload the truck to sign their paperwork so they can leave. In this case it was my 81 year old mother. It saddens me they trick an 81 year old woman into signing off on their paperwork. I am the one who paid them and I was not asked to sign anything. I don't understand how they can be released from any damages since none of the furniture has been unwrapped yet. After discussing the issues and sending photos with ****** she informed me my claim couldn't be worked on until they were paid. This is a ploy so they can tell you to f*** off after they have your money. I paid them in good faith (shame on me). On 3/5/24 they informed me there was nothing stating any damage on their paperwork and furthermore our deductible is conveniently more than what they assessed the damages at. Their workers are the ones who showed my mother the damage to the door and frame admitting they hit it. We didn't find the scratch on the coffee table until after they were gone (the same day) and we unwrapped it. Another item they failed to disclose is the transaction fee if you pay by credit card. ****** surprised me with this one when I called her to make payment. This company does not act in good faith and they should be held accountable by the community. They are nice as can be until they are done and then you are left holding the bag.

  

  Business Response

  Date: 03/07/2024

  First of all, I would like to "Thank You" for choosing D&D Moving and Storage, **** your mover of choice!

  However, I am very apologetic for your unhappiness with our services as they are expressed with the choice of vulgar language in your complaint.

  I have attached all documents for you to review and understand the denial of your claim that you submitted, for we understand that you were not present as the paperwork was signed at loading and/or at delivery.

  During an interview with my team on Monday to discuss your claim, the supervisor assured me that the minor damages to the door frame could have been pre-existing and also to include the daughter of ******************* (Your Sister) expressed that there was NO need to list any questionable damage for her was brother was in construction and he could be the one to fix it, and with also understanding the deductible would be $500 if accepted by our insurance carrier. 

  In the attached documents I have also included a quote ($250.00) that we went ahead and got for you from our list of vendors in the **** area.

  Regarding the credit card convenance/surcharge fee of $85.24 that could have been avoided by payment upon delivery of certified funds. In the **************, ALL household goods moves are required to be COD, which we extended that for you because you were not present, we then reached out to you on Monday following your move on Saturday to collect payment and at that point credit card payment on our website was your only option.

  If you have any other questions and / or concerns, please feel free to contact me @ *******************

  Sincerely,

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

• Initial Complaint

  Date:09/26/2023

  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.

  Many items damaged, broke and missing from move.

  

  Business Response

  Date: 09/26/2023

  To whom it may concern,

  Moving can be very stressful and sometimes overwhelming however you have to understand when a mover delivers your belongings into a storage unit it then becomes your care custody and control, and you then release all liability to that mover if no notations were made at delivery. The pictures of damages were sent over 45 days later and after someone else relocated / moved those items into your new home from the storage facility that D&D delivered to. This scenario is exactly why we suggest using the same movers for the entire moving process to eliminate questions of liability.

  Sincerely,

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

  D&D Moving and Storage, Inc.

  Customer Answer

  Date: 09/26/2023

  Complaint: 20657623
  
  I am rejecting this response because: they are not covering damages because they said it was moved into storage. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:05/15/2023

  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.

  On January 9th ***** movers moved our house full of furniture about 2 miles to our new home in the same neighborhood. A lot of items were purchased new and had never been moved before and were under 2 years old. They did not unwrap all furniture after pieces were moved. They also did not allow me any time to inspect items before leaving. They had me sign for them to be paid and leave or told me they would have to start charging more if I delayed their departure any. Some of my furniture were either wrapped still or in a corner where I did not see the damage right away. They have refused to help. We are asking for them to replace this new furniture. We provided receipts showing it was recently purchased. They had mentioned repair, however I had a **************** look and say it was not reparable damage since big chunks of wood are missing. They also would not tell us who would do the repair, how long it would be gone, where it would be take , or even samples of the repair work. On top of this, the person who inspected it and wanted to possibly pick it up, was the movers who damaged it in the first place. They moved everything extremely fast and with little care. They just wanted to get finished and leave.

  

  Business Response

  Date: 05/16/2023

  Attached you will find 7 pages of our communication with our client C.H.

  The move was completed on 1-10-23.  As you can see on the paperwork completed at the end of the move there was no documentation by client C.H. of any damages at that time. By law D & D Movers has NO further liability. We reached out to her on 1-17-23 one week after her move on 1-10-23 in a customer service follow-up phone call. She only mention the "things" you see listed on the attached document. 

  Nine days after that follow-up call on 1-26-23 we received an email stating "damage to stairs etc." Please note that our guys came in from the initial job on 1-10-23 saying that Client C.H. was upset while they were there because she had discovered damage to the stairs done by contractors who were previously in the house.

  on 1-27-23 our employee J.S. reached out by email to schedule assessment with the customer. Client indicated through all of our conversations that she would only accept brand new replacement furniture as a solution.

  On 1-30-23 we sent a moving supervisor to assess damage and offer repair solutions to client C.H.  At that time she got verbally abusive to our employee and even though he tried to reason with she just seemed to get more upset. She refused for him to proceed with taking the furniture to be repaired. There are voice recordings that can be provided. 

  We did offer to have the furniture repaired at our expense but the customer refused on more than one occasion and we closed the claim with a complete denial.

  We sincerely regret that in all of our phone calls, emails and texts to try and resolve this situation by repairing the damage that we are not even sure we were responsible for that our client has refused EVERY solution we offered. 

  IN summary, this claim should have been completely denied from the start with the signature of our client. However we continued to try and come up with a reasonable solution with our customer service efforts in resolving this issue with our client. Thank you.

  Customer Answer

  Date: 05/16/2023

  Complaint: 20057679
  
  I am rejecting this response because: The business refused to send anyone to my home to review the damaged furniture except the mover employee whose crew caused the damage. No manager or skilled person was sent who could actually access the damage to determine if the damage was repairable. I called in a representative myself from a local furniture store who told me it was not repairable because large chunks of wood were missing from two pieces and the other dresser with the front damage had intricate design on the corner and also large area missing that would be impossible to fix and match. 
  

  The mover who came to my home told the business that I refused repair. This was before I arranged to get a second opinion from the ****************.

  I never refused repair which is the only option they ever discussed with me. I asked specific questions about who would be performing the repair, what was the name of the company, did they have a website or other photos where I could see the quality of their work, how long would my furniture would be gone, etc. He refused to answer these questions. All I was told is that he and his crew (the same crew who damaged my furniture to begin with!) would pick it up, bring it to some unknown location / repair shop, for an unknown time. Now who would blindly do that after the same folks damaged the furniture and caused this issue to begin with? They have not offered any other remedies. They told me the $100 extra I paid guaranteed me full value protection. I followed their procedure for taking photos and documentation. They damage was not seen right away. We were still getting our old home ready to close for new buyers and were spending our time cleaning, touch up painting, cleaning windows etc. This is why we did not see the damage right away. I also was forced under duress to sign the form after the move because he threatened to charge me more money if I kept them any longer. They did not give me any time to inspect any furniture. Some furniture they left covered, maybe to cover the damage and was not discovered until after I was able to start taking off paper and tape they had put on that they were suppose to have removed as part of the job. 

  I was told by the office manager after her mover guy came to my house that she was denying my claim and that he said I refused repair. I merely asked questions which they refused to answer. Now I do not trust them and have heard other horror stories from many. They owe ** replacement furniture because they did not send a **************** to my home to assess the damage or even an insurance claim expert. They only were willing to send their mover employee.

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

  

  Business Response

  Date: 05/17/2023

  The customer accepted the delivery of the shipment and signed off that the shipment appeared to be in good condition, with NO notations at delivery therefore this claim has been denied. Copies of the contract were provided in initial response.

  Sincerely,

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

  D&D Moving and Storage, Inc.

  Customer Answer

  Date: 05/17/2023

  Complaint: 20057679
  
  I am rejecting this response because:

  The head mover did not allow me the time to verify and check my belongings and furniture before they left. They were in a hurry to leave and during the move we were all moving things in and out of the home. I was told if I did not sign the release form to allow them to leave, I would start getting charged overtime fees. I was already paying over $3,500.00 for the move and could not afford to start paying more money. Thus, I signed to allow them to leave and my signature was under duress since I did not want to start incurring more charges (even though my move was suppose to be a flat fee move based on my furniture, and not on an hourly fee).

  When they left, I did not realize all of the items left with wrapping paper and just stacked in places for me to move myself. Many of these items were in the upstairs area, so they were the last items for me to see and get to. I still had to get back to my old home which was scheduled to be closing the Monday of the next week. I had to meet window cleaners, pressure washers for ************** fix holes from pictures, touch up *********. So, it was a priority to finish the old home and put my new home on hold. Sometime after the move, when the D&D representative called me, I told her the move was extremely hectic, that I was not happy about how fast the movers were moving and handling my things, that many items remained wrapped and not in the right locations, and that I did not even realize a lot of this when they left that day, since they wanted to do is get going.

  ---Back up a little to when they first arrived to my first home. I showed them around, they inspected each piece of my furniture to be free from damage, and then started wrapping the items up with some brown moving paper. The paper added protection from scratches, but unfortunately would not have been sufficient protection for the pieces to get banged around as they apparently had been. I had moved into this home in June of 2020, and through that period purchased most of the furniture brand new for this home. The items that were reported with the significant damage were only 1 1/2 years old and had never been moved before, with the exception of their initial delivery from the furniture store. My husband and I live alone so most of our items remain like new condition. I provided receipts of purchase to D&D Movers showing they were still fairly new items.

  The reason damage was not noticed immediately was the placement of the items that had the damage. Two items were in the room where the damage was hidden in corners of the room in a way that you would not see the damage just walking in. One item still had paper covering it so damage was hidden behind the paper. Once our old home was finished and ready for the buyers, we started opening boxes and organizing the new home. It is through this process of unpacking, organizing, and cleaning, that I started seeing damage. Some were glass items in boxes that were completely shattered, even though they had thick layers of bubble wrap and paper to protect them, a scrape along my wall in my stairway where furniture had rubbed along a 3 foot section transferring color from the leather chair. Other damage was a **** at the top of my stairway stair-nose and scuffs on the floor. My home was a brand new custom home so there was no damage before they started the move in. When, I started seeing the damage to my furniture itself, I was surprised, very overwhelmed, and disappointed. 

  I called the D&D office and spoke to their **** ******** who told me to take a lot of photos and document the damage thoroughly and then send an email with the photos and documentation to ******************** This I did which was a lengthy process. Please see the report attached. After a few days, I received a call from a representative to setup an inspection of the damage. I was led to believe that the representative would be qualified to look at and access the damage to the furniture. Instead that Monday morning she sent out the head mover. This is the same guy whose crew caused the damage in the first place and was completely unqualified to look at furniture to make a decision on whether is was repairable. I was surprised that the only thing he mentioned was repairing the items. I started asking questions such as: What is the name of the Company who would repair the furniture? Who inspects the furniture to make sure it is repairable? Do they have samples of their work (before and afters)? What is the turnaround time? When would we received our furniture back? Who picks up the furniture? He could not answer any of my questions. He told me that he and his crew would pick up my damaged furniture and bring it to ****************. So, the same people who damaged my furniture would pick it up again, bring it to some undisclosed place, to some company I know nothing about, and for an undisclosed amount of time? I never refused repair, just needed my questions answered before anything else happened and which were legitimate questions that most people would want to know. 

  After this visit, I received an email from ****** who says since I have refused repair and they are denying my claim. I emailed back to let her know that was not true, and I had not refused anything, but merely had questions to be answered first. I feel I was entitled to have better information about this entire process before my like new furniture was loaded up again and taken by the same crew that caused the damage. I also feel that someone qualified to assess the furniture to verify it could be repaired should been dispatched before picking it up and hauled somewhere else. Following this correspondence, I called a local furniture store to send out one of their representatives to look at my items and assess the damage. I was told by that rep that they were not repairable because all three items had big chunks of wood completely missing and that the tall dresser with the front corner damage had intricate detail that would not be able to matched. I was told that the type of damage that is usually repairable would be areas that are cracked or small chips, etc., but not items that have a large piece of wood missing completely. 

  This company never called ** again about this formal complaint with the exception of the first initial call to schedule the assessment by their mover employee. My husband went in person to talk with them and each time he was stalled with "well we will look into this again" or "we will speak with the owner" etc. He had to initiate every call as he never received a call back. Their way to remedy this situation is to ignore it and hope the unhappy customer just gives up and goes away. This is deceptive practice. His movers had to have known there was damage when they removed wrapping on some of the damaged items, and instead put things in the room in a way to hide the damage.

  Their extra $100 full value protection also seems to be not on the up and up. It appears to be a way to get an extra $100 from folks and make them think they are fully protected. My job was a big job moving an entire home of **** sf of mostly new expensive furniture. It was also an expensive job of over $3500 plus. It seems that their crew started off in the beginning being more cautious but as the day progressed and towards the end it was horrifying to watch how they were moving items such as a large lounge chair on a guys shoulder going up my stairway in a hurry. I kept asking them to please slow down and be careful. If D&D is not going to honor claims once damage is found, they should make a point to tell their movers that the job is not done until a customer is given an opportunity to check their belongings thoroughly, instead of putting undue pressure to make them sign a release in the middle of a stressful move OR ELSE they will start charging overtime fees while you delay their departure. 

  We feel we have been taken advantage of by this company and they should honor their protection. If they feel that repair is an option, they should send out a representative from the repair company who can provide on honest and expert assessment on whether the furniture can really be repaired and if yes, some examples of other repairs to show their expertise in the field along with a time frame to set the expectation of how long the repair will take and when the furniture would be returned. D&D cannot someone to just have the same movers pickup the furniture without these questions answered first. Unfortunately, no one to this day has still offered to answer these questions.

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