Complaints

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

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  AB Moving

  1701 Summit Ave STE 8 Plano, TX 75074-8175

  
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  AB Moving

  714 W Powell Ln Austin, TX 78753

• 

  AB Moving

  325 N Saint Paul St Suite 300 Dallas, TX 75201-3801

  
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  AB Moving

  Main Street, Suite 600, Downtown Wells Fargo Tower Fort Worth, TX 76102

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  AB Moving

  Houston, TX 77025

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/25/2024

  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.

  I was charged money for the company to hook up my refrigerator and when doing so, they busted my water line and then blamed it on the builder of the home. The builder came out and proved it was done by the moving company because it would not have passed city regulations or code. The company still charged me for the hook up when not only did they not hook it up, they broke it and then claimed they are not liable. I have tried contacting them several times for the money back, but they have not responded. The move happened 8/16/24, and I have been contacting them since then to get reimbursed.

  Business Response

  Date: 09/09/2024

  Our apologies for the reconnect issue on the move.   We show the customer signed an appliance waiver and a refund was given for the appliance reconnect. 

  Business Response

  Date: 09/09/2024

  Our apologies for the reconnect issue on the move.   We show the customer signed an appliance waiver and a refund was given for the appliance reconnect. 

• Initial Complaint

  Date:08/19/2024

  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.

  I used this company's services on August 9th 2024. Since that date I have attempted to contact and resolve this with the company, however, they often tell me claims is unavailable, promise me a day-of response, and then never call me back. It has been over a week. They are not attempting to communicate with me. I am actually on hold right now - and by the time I finished writing this message, I was once again told to leave a voicemail as **** from claims is unavailable. This company has done this to me for days and they do not return my calls. The transgressions: I moved .3 miles down the street from a ground level 2B2B apartment to a 3rd floor 2B2B apartment. A 1-2 minute walk within the same complex. I was quoted $380. I was charged $1162, more than triple what I was quoted. The movers did not move everything from the first unit (see picture) from 2 rooms (closet and bathroom) and I had to move the items myself after paying such an exorbitant amount. The movers were unprofessional, they yelled at me in the parking lot when I was on the phone with customer service regarding the discrepancy in prices. The customer service member on the phone did not help and told me to just pay and deal with the problem later as the mover yelled at me "Credit or debit?" continuously. While moving my things, they made 2 inappropriate, sexual comments about my lack of a husband/boyfriend and the unsturdiness of my bed for "rolling around" with said husband. They often brought in one item at a time (like a plant) or used 2 people to move lightweight objects (my nightstand). I informed them at the time I was displeased and then the altercation escalated when they presented me with the bill of triple the amount I paid. I want a refund of at least 1/3 of the amount as I did not receive full services, was given subpar services, dealt with unprofessionalism from the movers and claims department, and was charged triple what I was quoted. Please help me.

  Customer Answer

  Date: 08/20/2024

  The company emailed me back regarding my claim, offering me a refund for one hour. I responded to the email and counter the claim because I believe that the refund amount is insignificant in comparison to my total payment. I called yesterday and left two voicemails. They have not yet responded. Trey from claims does not return phone calls. After I called five times yesterday and emailed them back They did indeed finally return my email and reply that they would let me know by end of business day today. Another thing is on the phone. I was told that the $33 charge for credit card would be reversed and that has not yet happened. I Included my email rejecting the small amount they offered for a refund and I also listed my reasons for doing so. 

  Customer Answer

  Date: 08/22/2024

  They have offered me $159 as a refund. I’m requesting at least 2 hours or $300 as a refund. They also promised me $33 for using card and that has not happened. Here is my response to them:

  am rejecting this offer for the same reason as before: the amount you’re offering as a refund is insignificant compared to the total I paid and in comparison to the discrepancy of the quoted price and total price. This is also the same amount you offered a week ago. So there has been no changes or effort since our last email exchange on the 13th. 
  
  
  Further, I reject the refund for “unsatisfactory move”. I am also asking for a refund for the unprofessionalism exhibited by your team and because I was giving an incomplete service. 
  
  
  I do NOT acknowledge and accept that the carrier and agents are discharged from any and all future claims or law sue suits pertaining to this claim as this claim has not been resolved. 
  
  
  I am requesting at least 2 hours of my move refunded BECAUSE the movers were unprofessional, did not comply with rules and complete a walk through, made sexually charged comments, did not complete the task, and I was charged over triple the amount I was quoted for a mere .3 mile move. 

  Business Response

  Date: 09/05/2024

  Unfortunately, Ms. Khan has not paid for her move.  

  Customer Answer

  Date: 09/05/2024

  The message I received from them is untrue (I did pay) and they did not offer a solution. 

  Customer Answer

  Date: 09/05/2024

  I am rejecting this response because:  they did not offer a solution and I did pay. The original dispute is that I paid too much for this service. I’m requesting a refund to address the disparity between the price I paid and the price I was quoted. Further, I’m asking for a refund because the service was incomplete and done unprofessionally. This response is false and does not offer a solution. 

  Customer Answer

  Date: 09/16/2024

  Hi, it has been over a month since my business transaction with this company. They responded over a week ago with a false claim that I never paid for my service, which in fact I did. I overpaid and was never refunded for my cc fee and the whole reason I am disputing is because I overpaid for a service I was quoted significantly less for. They have not followed up since. I wanted to write this message to update the situation and to know what should be done moving forward. 

  Business Response

  Date: 10/08/2024

  Ms Kahn filed a dispute on her credit card that we received on 9-8-24 the credit company did rule that we complied with the agreement for the move.  We did make an offer for settlement to Ms Kahn to comply with the agreement.  Thank you!

• Initial Complaint

  Date:07/18/2024

  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.

  I hired AB Moving to load a U-Haul truck for a cross country move. They loaded my possessions in ways that didn't make sense and caused damage to them on the drive. They put a bookshelf with a thin backing right in front of my dresser handles, so the handles punched through the shelf. They loaded a 60lb end table on top of a stack of plastic totes which ruined all the totes. They stacked boxes that were clearly labeled as fragile under other heavy items and items inside were damaged. Finally, I watched them literally toss items into the truck towards the end of the move instead of handling them with care. When I reached out about damaged items, I was told that they are not responsible for items they didn't move. This is absolutely insane because while they didn't drive the truck, the items were damaged due to the way they were loaded, not because of how the truck was driven.

  Business Response

  Date: 08/01/2024

  Claim was denied as customer used a third party service to move drive and unload her items.  

• Initial Complaint

  Date:05/22/2024

  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.

  RE: Move #****** - Damaged ********************* Charges Damaged floors: Movers scratched hardwoods (no floor runners), attempted to hide damage. Reported same day, no response on repairs. Landlord withholding security deposit ($3,750) due to damage.Unauthorized charges: Charged $60 for packing boxes not requested (all belongings already packed).Demand:Full refund for boxes ($60)Repair of damaged floors ( two areas) within 3 business days (AB Moving responsible for cost)Reimbursement for any security deposit withheld by landlord due to AB Moving's damage Action:If no response within 3 business days, I will pursue legal action to recover all damages.

  Business Response

  Date: 06/11/2024

  Good morning claim was denied but we did offer a reimbursement of $150 for final settlement

• Initial Complaint

  Date:03/15/2024

  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.

  I want to start off by saying we have used AB moving several times but after our most recent experience, we would NOT recommend them to anyone again. We hired AB to load a U-Pack trailer for us. They stated they had done this many times and would send 6 movers (they said this many would be needed so there could be guys in the trailer strapping everything in). We bought 50+ moving blankets and 40+ ratchet straps. They showed up on the day of the move with only 4 people. The team was confused when we asked where the other 2 people were. Unfortunately, the weather wasnt great so all of our items were being put on the truck soaking wet. We offered to stand in the truck and wipe everything off as it was loaded but the lead guy said they had it covered. We put the box of ratchet straps on the truck and even offered to help strap things in, and once again, the lead guy said he would handle it. Wish we wouldve forced our help and not listened. We have so many damaged items, we are at a loss of THOUSANDS of dollars worth of stuff due to their carelessness (only used 2 straps in the whole 28ft trailer, didn't wipe any items off so they sat with water on them in the trailer, and they stacked extremely heavy boxes on the top, which damaged everything below them). After talking to AB on the phone, they said they would compensate us for the damage as soon as we filled out the claim. Now the claim has been filled out and they say they are not responsible for anything because they didnt transport the truck. I am extremely disappointed in the way they have handled this situation and hope they will do the right thing.

  Business Response

  Date: 04/08/2024

  Good morning we do not have ********************* as being a customer in our database.

  Customer Answer

  Date: 04/08/2024

  I am rejecting this response because:  the job number is 291597-1 and is likely under my husbands name, *******************. Loading was conducted on 1/22/2024

  Business Response

  Date: 04/10/2024

  The claim was denied as the customer used a third-party service to transport and unload her items also used third party protective materials.  To be liable we have to load items, transport and unload items with our personnel.  we have to be in custody and control of the items from start to finish with no third parties involved. 

  Customer Answer

  Date: 04/10/2024

  I am rejecting this response because:   The damaged items were not caused by the transportation of the truck. The damage was caused by AB Movings improper stacking, insufficient strapping of materials, and careless handling during the loading of the truck. As stated previously, items were not wiped down, items were not strapped in, heavy items were stacked at the very top, and there was obvious evidence that the truck was not loaded properly. Is this how your team would have loaded a truck that they were transporting?
  

  Its extremely disappointing that the company is refusing to take responsibility for the issues that led to the damage. If the movers are not held responsible to how they load items that they are not transporting, AB Moving has taken the stance that they do not care about their customers or their belongings. Recommend that they stop offering loading pods or trucks as a service if they cant take responsibility for their negligence. 

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a result of our home flooding we had new hardwood floors installed and door frames replaced and/or refinished.I called AB Moving in advance of our move to request extra care be taken to not damage the newly installed floors. In addition to expressing our concerns with the AB moving sales office, I also discussed with a member of the move-in crew while they were en route. We asked that extra runners and blankets be used so no damage to our home occurred.During the move the following damages occurred: Damage to hardwood flooring in three rooms: ******************** Guest Bedroom; Damage to door frames at the entrance to two bedrooms; and Damage to newly painted molding In addition, one TV that was stored and transported by AB Moving was damaged beyond repair.The settlement for damage to our home is not acceptable. AB Moving employees caused damage to property. The damage is not 'prior damage' as they claim (and say they're aren't liable for), and an AB Moving employee admitted to causing the damage to our newly installed floors while on-site after I pointed it out.The requested remedy is a refund of services.

  Business Response

  Date: 02/14/2024

  Our apologies to *********** for the issues on the move.  We have come to a settlement fortunately.      

  Customer Answer

  Date: 02/14/2024

  After discussing with TxDMV I learned that AB Moving is in fact not liable for home damage according to TxDMV regulations, only for damage to the property they moved. I was told my only course of action would be to file a civil suit. In lieu of this, I accepted their settlement offer which did not fully cover repairs for the damage they caused to my home.

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was told that with moving by hourly rate, that everything is included. I have emails stating this from the company. When move was happening, was told that there were extra fees for disconnect and reconnect of appliances. I was charged an extra $150 on site by the driver. AB Movie refuses to acknowledge this and will not give that money back.

  Customer Answer

  Date: 01/24/2024

  They did pay me back so I am satisfied!

• Initial Complaint

  Date:01/15/2024

  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.

  On Nov 10, 2023, AB Moving moved the furniture 9.1 miles to my new home. I paid them $1,706.97 for move #******. Because this was an hourly job, I moved all the boxes except for 4 heavy ones, lightweight furniture, TVs, 90% of the contents of my garage, and all other items on my own. This only left the furniture, rugs, and two large pictures. It should have been a quick job. I spent $75 extra to have my sleep number mattress moved without deflating it. I bought insurance to protect my furniture. The services I got were much less than promised. They send 3 men who moved at a snails pace and took apart everything they could possible disassemble including my antique furniture after I asked them not to. It took them 9 hours and 43 minutes to do a job that could have been completed in about 5 or 6 hours. I have damage to my refrigerator (dents and scratches). A piece of original hardware to an antique mirror was lost, and I have overpaid quite significantly. They deflated my sleep number mattress, so the $75 I paid for that was pointless. I was told that by paying for this service, the bed would not be deflated. AB Moving originally responded to my complaint, but ignored it. After many phone calls, they offered me just $139 (one hour of labor) to settle this dispute. I must also sign a release. I feel I am owed $75 for the sleep number service I did not receive. I want 4 hours of labor refunded ($556). So, there is a complete lack of responsibility on their part. Their last email they sent stated that If I respond to the email, I give up my right to make a further claim. For that reason, I am asking for help from BBB. AB Moving did not fulfill their promise. Additionally, they only include 5-star reviews on their website. This is misleading. They should be required to include all reviews so that the public is protected. I have supplied supporting documentation and would appreciate any help you could provide in settling this dispute.

  Business Response

  Date: 02/01/2024

  We are sorry that the client feels the move took too long to complete.  9.5 hours was taken to complete the move for a **** sq ft home moving 22 minutes which would fall into the normal range for that size of home.  A settlement offer of one hour back was sent to the client to resolve the complaint and we would not be able to offer 4 hours back that the client is requesting.

• Initial Complaint

  Date:11/22/2023

  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.

  On November 3rd & 4th, AB Moving moved me from *********, ***** to ***********, ********. The day of the 3rd the movers and myself verbally agreed they would deliver my stuff to my apartment at 10 am on the 4th. The day of the 4th the movers called at nearly 11 am saying they would be at my apartment at 12 pm. At nearly 1:00 pm they called me again to say the moving truck had been broken into Why they call me 2 and a half hours after they contacted the police, just blows my mind. How long did they know about this and wait to tell me? I go to where the truck was and had no idea of how to properly park a moving truck so didnt think much when i saw it was horizontally pulled through parking spots (making the end of the truck easily accessible) and not backed up to a wall or tree. 13 boxes missing, a night stand full, a dresser full of clothes, a vanity full of makeup/ hair tools and a gondola full of miscellaneous items all stolen. One of the movers assured me that I would be ***** care of by his supervisor ***** and that the insurance in the contract is for broken items- not stolen. He said this means that I would be getting way more money than from the insurance in the contract. Now, two and a half weeks after the move after continuous calls to the company I get an Offer Letter for the missing items $1,000 that amount doesnt even cover what I paid the company to move me across the country and leave me with nothing. This has been emotionally draining and exhausting. In the beginning, I was so kind and understanding speaking with ****, their customer service. But at this point I just feel like my business is just unappreciated and I have been taken for granted. I trusted this company moving my life across the country and they seemed to have poor planning on their end and just could care less to have gotten most of my belongings stolen from their truck.

  Business Response

  Date: 12/12/2023

  A final offer of settlement was made to the client of $1700 which far exceeded the coverage that was taken for the move.

• Initial Complaint

  Date:09/19/2023

  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.

  I recently hired AB Moving Company for a move and had an incredibly disappointing experience. I strongly caution anyone considering using their services for the following reasons:**1. Unprofessional Behavior:** One of their movers left in the middle of the job. This left us stranded and significantly delayed our move.**2. Incomplete Service:** We discovered that some of our items were left behind at our old apartment, causing added stress and inconvenience.**3. Property Damage:** My TV cabinet, which retails for $400, was damaged during the move. Despite this, the company offered a measly $50 for that specific item as compensation.**4. Unauthorized Breaks:** The movers took multiple unauthorized breaks, which we did not agree to pay for. This extended the time needed for the move and inflated our costs.**5. Poor ******************* The supervisor, ****, avoided me at all costs when it came to resolving these issues. This shows a complete lack of accountability and customer care.After nearly a month of waiting for a resolution, the company offered a paltry one-hour refund, which doesn't begin to cover the damages and inconvenience we've suffered. I have photographic evidence to back up my claims and am left with no choice but to share my experience here. If you're looking for a reliable, professional moving service, I strongly recommend looking elsewhere

  Business Response

  Date: 10/03/2023

  Our apologies to ******************* that her move did not meet expectations.  An offer of $254 back for settlement was made thank you.

  Customer Answer

  Date: 10/03/2023

  I am rejecting this response because the offer made is insignificant. The employees took unauthorized breaks and damaged furniture. Though we paid for three people to move our stuff, one left in the middle of the move, and the job was never completed, leaving us to finish moving the items they were supposed to take. All of these issues caused the move to take much longer than necessary, and I had to pay for the time wasted as they are paid by the hourthe longer they take, the more I pay. The manager, ****, at AB Moving Company, was unwilling to discuss a solution with me over the phone and resorted to communication via email only. I find this company to be highly unprofessional.