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

  
• 

  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:09/08/2022

  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.

  We schedule our local move with AB moving for July 23rd 2022. The time given was 8-10. I get a call at 9 saying that there is an issue with movers and a different crew is assigned but won't be there till 2pm. I said ok as long as the move gets done today. The company assigned 3 movers. Around 6pm one of the movers leaves without telling anyone. So now they are down to 2 movers. By 8pm they were still loading the truck. It was decided that the movers will come back next to unload the truck at the new location and return back to load the remaining stuff. During the move they caused a lot of damage (which I am still waiting on compaction for). During the week of 25th I contacted the company 3x and no response. I called the Houston office and they put in touch with the claims department. Emma was the rep that assisted. On July 28th I sent the list of damages and all the pictures. I don't get a response from her until Aug 5th with an offer which I declined.
  
  On August 18th I asked for an update threatening them of escalating the issue. Only then she responded suggesting that a supervisor be sent to access the damage and having a furniture medic come for repairs. They provide a date/time and I asked for a different date/time. I did not get a response from them. On Aug 31 I asked for an update and didn't get a response till Sept 2nd requesting for the supervisor to come out of the assessment. I agreed requesting what time would the supervisor will come and haven't not heard back from them. On Sept 6th I asked for an update and again no response.
  I need assistance from BBB on get the damages repaired.

  Business Response

  Date: 11/14/2022

  Business Response /* (1000, 5, 2022/09/22) */
  We sent an offer of $392.00 to compensate for the damages that occurred during the move which is greater than the basic coverage that was chosen at 60 cents per pound. The customer was not satisfied with the offer and additionally, we offered to send out our handyman to see if he could do any repairs onsite. We tried to schedule twice and as the customer was out of town, these repairs have been delayed. We recommend for the customer to accept the reimbursement and will reach out if further repairs can be done.
  
  
  Consumer Response /* (3000, 7, 2022/09/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  AB tried to schedule twice but they never resposnded to my emails to reschedule. I can provide proof of email communication if needed, which will show the lack of response on AB's part. I am not going accept the companstion because once I do they will never responded to my emails or calls for repairs. Please reach out to me to schedule the repairs.

• Initial Complaint

  Date:08/31/2022

  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.

  The company signed a contract for moving services without our consent, destroyed several personal items while moving our things, did not exercise a reasonable duty of care, and then threatened to call the police when we refused to sign a statement saying none of our things were damaged.

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/09/09) */
  We do have anyone that has ever moved with by the name of **** ****** nor can we find anyone by this number.
  
  
  Consumer Response /* (3000, 16, 2022/09/23) */
  Please find attached several documents proving that work was completed and that we have issued a protest letter via certified mail. The documents I am attaching are:
  
  1. A moving services estimate issued by AB Moving.
  2. A contract for moving services. Please note that my wife did not review or sign this document before the moving services were started. The moving company signed on our behalf without our consent. We did not even realize until the end of the move, when they admitted that they never had us sign, and just signed for us.
  3. A damage addendum, in which the movers agreed that they had damaged certain areas of our house and the contents they were moving;
  4. An invoice that AB moving issued after the move. We have still not paid this invoice as we are awaiting a resolution via the DMV. I can also send you a confirmation from the DMV with a case number if that would be helpful.
  5. A letter we issued to AB moving via certified mail with our protest. We have not yet received a response.
  6. A receipt showing that AB moving has received our letter via certified mail.
  
  Please confirm that you will re-open this case, and please advise on next steps. The DMV person said they have received several complaints from AB moving.
  
  Sincerely,
  
  **** ******
  
  
  
  Business Response /* (4000, 18, 2022/09/23) */
  ******* ****** did not pay anything for the move to storage over $1300 is owed and we have contacted the police for theft of service and will have our attorney file and serve at their place of employment if payment if not made in 30 days.
  
  
  Consumer Response /* (3000, 21, 2022/10/03) */
  Attached AB Moving Receipt
  
  
  Business Response /* (4000, 23, 2022/10/03) */
  Issue has been resolved

• Initial Complaint

  Date:07/27/2022

  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.

  Date of transaction: Secured AB Movers on Monday, 11 July to move me from *** Legacy #*** Plano TX to **** Sayle #*** Greenville TX. Two movers representing AB moving showed up first with NO TOOLS to disassemble the washer, dryer, and bedframe.
  
  the amount of money you paid the business: $720.00
  
  what the business committed to provide you:
  $116 / hour (2 hour minimum)
  $169 travel fee (44 miles)
  move 1 bedroom apartment
  Estimate for 1 truck and 2 crew
  
  They advertised as the best apartment movers in Dallas with complete trust to provide quality services at an affordable price. They promised to provide experienced crews and State-of-the-Art Moving Trucks. This was not the case for my apartment move. The moving truck did not have the AB Moving logo and two thugs with no professional experience moved my personal belongings causing damage to 7 pieces of furniture and broke the laundry room louver door by yanking it off the track from the wall!
  
  what the nature of the dispute is:
  full compensation for the damaged pieces of furniture and the laundry room door fixed
  
  whether or not the business has tried to resolve the problem:
  I filed a claim on Monday, 18 July. I am getting no response or call back.
  
  account/order/tracking number:
  Move #XXXXXX

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 6, 2022/08/09) */
  We would not be able to give a refund to the customer our offer was based on the coverage that the client took prior to the move and is out final offer
  
  
  Consumer Response /* (3000, 13, 2022/08/19) */
  ***Document Attached***
  Hello,
  I apologize for the passing the deadline however I am still in the middle of my move due to the unfortunate experience encountered by AB Moving. Their $120 offer for the damages to multiple pieces of my furniture is offensive. While they claim I did not take out coverage to ensure my furniture, they are still responsible for the care of my furniture. Their mission statement claims that "Top Rated Texas Movers AB Moving is staffed with experienced and reliable moving professionals ready to help you make that important move.
  When it comes time to move from your apartment, you need apartment movers in Texas you can trust to provide quality services at an affordable price."
  
  So movers who show up with no tools and damage furniture is not quality service.
  
  I am still in the process of repairing scratched furniture, replaced two lampshades at $60 each and the rocking chair damaged had to be thrown away.
  
  The 13 pictures attached reveal the extension damage to my furniture. It is appalling they claim I am not entitled to reimbursement.
  
  This company needs to be held liable for misrepresenting themselves as professional movers.
  
  
  Business Response /* (4000, 15, 2022/08/23) */
  Our offer was based on the contractual agreement that we had with the customer prior to the move. The offer made was our final offer
  
  
  Consumer Response /* (4200, 17, 2022/08/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The $120 offer to settle the dispute is insulting with respect to the significant damages to 8 pieces of furniture plus the laundry louver door was ripped off the wall. The rocking chair alone is valued at $120; the value of 2 lampshades is $60 each. I have spent six weeks having four pieces off furniture repainted, the sofa leg is broke. I threw the rocking chair away because I could not sit in it. This company needs to be held liable for destroying my furniture. I paid $720 for services not rendered to my satisfaction.
  
  
  Business Response /* (4000, 19, 2022/09/09) */
  Coverage on moves is weight based based on federal law and we have complied with the contractual terms agreed to prior to the move by both parties with our settlement offer.
  
  
  Consumer Response /* (4200, 21, 2022/09/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am not going to go round and round with AB Moving. They clearly failed to comply with their mission statement to take care of customer's furniture. No further action.

• Initial Complaint

  Date:07/17/2022

  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.

  Move occurred on 6/20 and 6/21.
  Price paid was $2997..50 for the scheduled 6/20 move and $565.25 for the unnecessary move on 6/21 which never would have occurred if AB Moving scheduled and forecasted needs correctly. We also paid $600 in tips for the first move and $100 for the second. We also provided lunch for the movers of $102.77 at a local restaurant.
  
  I have already filed a claim with our credit card company.
  
  Please see attached emails for more detail.

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/07/29) */
  Mr ****** contracted for two 24 ft trucks and 6 men at an hourly rate plus trip fee. On 6-20 we sent a 28 ft truck and a 36 ft truck/trailer(which both hold quite a bit more than the contracted amount) the crew arrived as agreed upon and performed the move for the 3k home and 10x10 storage and performed the move per the terms of the contract that we had with Mr ****** that was made prior to the start of the move.
  Mr ****** did file a claim and we provided discount on both moves.
  
  
  Consumer Response /* (3000, 7, 2022/08/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The size of the trucks was never communicated by AB moving prior to the arrival and would not meant anything to us anyway. The assessment of 2 trucks and 6 men was made by their customer service rep when scheduling the move for all of the belongings in the home and we trusted their "professional" estimate of what amount of trucks and movers would be needed for single day move. Their rep did state this would be the needed solution for our move. The trucks were not sufficient, and the original movers were concerned immediately upon arrival. The lead mover told us not to contact customer service so that they could try to get all of the items loaded onto their two trucks. It was not until four hours into loading they admitted they were not sent with the proper truck space for the move and had no option but to tell us to call and attempt to get a remedy.
  
  Neither day did AB moving actually fulfill the agreement to move the items out of storage. My wife and I spent 3 hours completing this the night of the original move date after making a hour + drive back to our former home to stage the items from storage and what was still left in the house for the second moving crew the following day. We moved all items from the storage building to our garage in order to make up for time we lost having to do a second day for moving. We knew by this point the company was untrustworthy and we did not want to risk additional time being billed by including the storage building.
  
  I did send in a claim on 6/27 (see attached email) explaining in detail the issues and the negative impact to our family on loss of time due to AB Moving's poor planning and processes. I received a response to the claim (email also attached) stating they had already discounted the 2nd move $70 prior to the claim being filed therefore the case was closed. I was specifically told by their rep the $70 was due to my being inconvenienced, but I should file a claim after the move and upper management would make it right. The $70 was obviously not awarded as part of a claim due to no claim being filed until a week after the initial move and the $70 credit. It was actually just a smaill reduction in the 2nd unexpected trip fee for the unplanned 2nd day of moving and 3rd truck. Also, in the email chain related to the $70 discussion, I called out the other issues of the move and the damage to numerous items. The company completely ignored this email until I reached out to the BBB. Today, I received an email offering $240 for the damage to the items. The claim for the damages does not negate the issues with the move, time we lost, and significant extra expense we incurred due to their customer service rep's ineptitude on the original scheduling of our move.
  
  Ultimately, the issue continues to exist that AB Moving failed to schedule properly for our move with sufficient space to transport the items of our home. We did not contract for a partial move over the span of two days and fully expected a moving company to complete the move in one day with all of our belongings at or below the estimate given when scheduling.
  
  
  Business Response /* (4000, 9, 2022/08/05) */
  THis is the email sent to Mr ****** opened on 5-30 by him showing size of truck we also do free in home estimates or vitual estimates or the client can give us a complete inventory and we can give an exact price. Mr Barens chose the hourly rate with two 24 ft trucks. We complied with the agreement that both parties agreed to prior to the start of the move.
  
  We have reviewed your request for an estimate. We have provided the hourly rate for your anticipated date for service. All services are for a 2-hour minimum. The time for labor starts when your team arrives at the starting address and begins service.
  
  
  
  ** Hourly rates are subject to change depending on the date selected for service **
  
  
  
  $129/hour for a 2-man crew (16' truck)
  
  $169/hour for a 3-man crew (24' truck)
  
  
  
  
  A one-time trip fee will be determined and applied once we have received all information including addresses and/or stops for your service.
  
  
  Consumer Response /* (4200, 11, 2022/08/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was never provided an in-home or virtual option. Their representative on the initial call for quote assured me the number of trucks and number of men would be adequate for the job. I was at the mercy of his professional opinion. I would have never accepted a quote where there was risk I would not have the entire move completed in one attempt. Also, this was in line with all other moving companies with whom I asked for a quote including one which was virtual.
  
  Also, the movers had concerns immediately upon arrival the first day, but told me not to call for another option until they attempted to load all of the household items. It was clear they did not want a 3rd truck to eat into their total hours. They maximized their revenue and then through in the flag. It was not until the 2nd truck had about 8-10 feet of space until they called customer service.