Dumbo Moving & Storage, Inc.

Review: We contracted Dumbo Moving to pack our belongings and move them out from one apartment on July [redacted] and [redacted] of 2014 and to move into another and unpack on August [redacted] of 2014. The contract specified the dates on which the move in and move out would occur. On the move-in day, the movers brought all our belongings into the apartment, but then refused to unpack them, walking out around 5 pm. Calling the company to ask that they finish the job that evening did not yield any results. They offered to unpack on a different day, but we could not take another day off from work. We ended up having to unpack our belongings ourselves. We were charged for the unpacking services which were never performed and the company refuses to refund us.

The second problem is that the initial on-site estimate provided to us in writing was $3,900, making us chose Dumbo over competitors. The final charge, which was given only after our belongings were packed, was $5,800. Our credit cards were charged that additional amount without our authorization.Desired Settlement: Refund of of $955 for the unperformed services and $1,900 for the difference between the on-site estimate and the final amount charged.

Business

Response:

the charge for $820.00 for unpacking plastic bins and $40.00 for unpacking china boxes. Those services were not provided. - the movers unpacked 60 out of 82 bins she payed $10 eachwe need to refund $220 for that. there is no charge for the unpacking of the china boxes the movers informed that we unpack 2 of them and one left - so actually the customer received a value of $40 free of charge You charged me $11.00 for packing/moving/unpacking a book box. It has never been used by your crew and was left at our old address despite of me trying to give it back to your company. - never used one book box refund $11.00 You charged me $60.00 for packing/unpacking/moving of 3 extra plastic bins of the staff that I asked not to move and put aside.- we will refund $60 even though that concern should have been reported to us before the movers left the pick up address did not move 2 box case refund $40.00 - we will refund $40 even though that concern should have been reported to us before the movers left the pick up address After talks with the movers: - we found out that the only thing that the movers didn't move was the bookcase, and they packed 82 bins and a truck along with a van. movers was informed to not move the book cases. - I see your not happy with the move, and that you think we can do the move faster to work with the building timing. You was also told that dumbo moving will not be in controlled on timing with the building, as our concern and focus is to protect the customer's belonging and to preform a job in a professional fashion - The movers arrived at time you had set for the move. Also we offer to come back the next day to help with the unpacking.summarizing :as a matter of customer service we offering a refund of $400 to compensate for the inconvenience that was caused to you during the move

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The response offered by Dumbo moving doesn't address the discrepancy between the on site estimate and the final unauthorized charge for the move. The claim that 60 of 82 bins were unpacked is incorrect. In reality only 2 or 3 bins were unpacked. The china boxes were also not unpacked.The statement about availability of elevators influencing unpacking of bins is illogical. Since all our belongings were already moved into our apartment before the elevators closed, the bins could have been unpacked. The use of an elevator is not required to open bins and move items around within the apartment.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

$2795.88, - payment collected a day before the move (the original estimate was $2895 less a $100 deposit) $539.12 - for 37 plastic bins extra packing and moving and miscellaneous items commercial bin and bookcase (supposed to be $569 but we agreed for $539 only)$ 35.00 - packing of book boxes 3 book boxes (supposed to be around ~$50)$106.70 - packing and moving 4 china boxes (packing ~$76; moving ~ $30)$2185.00 - payment a day before the move for the move out file NJ364247 (the estimate $2235 less the $50 deposit)

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Dumbo moving verified the amount we paid for the move. It hasn't done anything to address the fact that this is far in excess of the binding on site estimate or that they did not complete the move and walked out without unpacking our belongings.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I hired Dumbo Moving to move from NY to TX and I purchased over $300 of my own heavy duty moving blankets because my things were going to be in storage for some time. The saleperson ([redacted]) and I discussed this point for a very long time because my furniture is not IKEA, it's good quality I received as wedding gifts the year before. I told everyone that went to pick up the furniture and let the warehouse know in Texas as well. This is all documented. When everything was delivered none of the furniture had blankets and everything was damaged. I am BEYOND disappointed. Terrible service and now nobody is available to respond!!! The insurance company (Roanoke Claims Services) also claims that due to fine print they can't do anything about it. The cost to repair everything is $10,542 and Dumbo Moving still has over $300 worth of my blankets. They are not responding to anything and have told me to speak with Roanoke but that's not the problem. There is no policy in the insurance documentation regarding cases where the moving company (i.e. Dumbo Moving in this case) breaks an agreement which was fully documented and (a) steals over $300 worth of heavy-duty moving blankets, and (b) damages everything because of that. Point (a) is what triggered everything. It's equivalent to doing a long distance moving and simply throwing around unprotected furniture without any care while knowing that the agreement was to have protection on. Again, this is all documented in the emails I send back and forth to [redacted] from Dumbo Moving. The moving company MUST take responsibility for their actions. It is beyond unprofessional!Desired Settlement: The cost of everything that was damaged is $17,007 and the cost to repair everything is $10,542. I would like to receive this amount in cash so that I can repair all my damaged furniture.

Business

Response:

To whom it may concern,

Review: Dumbo moving and storage is the company that I hired to transport my belongings from NYC to Tampa florida where I am currently living.. during the move one of the items that I had (a mechanics tool box) was damaged during the move multiple deep scratches.. I followed the procedures that were asked of me to start a claim with the company for compensation... the stated compensation was 60 cents per pound of any item that was lost or damaged.. after filing my claim I received an email from the company stating that they would only pay out 35 dollars.. I explained to them that the repair on the box would be about 1100 dollars. after that they sent me an email that stated if I did not like the offer that I could file a claim and have them review the damage to the box along with all the information on the box (cost, time owned, condition) which they did and sent me an email stating that they would pay out 75 dollars today I received an email from them stating that in good faith they would offer me 100 dollars, they stated that the 60 cents per pound would only be paid out on items that were damaged beyond repair. after explaining to them that none of the papers I signed stated this and that no one that I spoke to ever stated that they responded by telling me that the 100 dollar offer was the final offer.Desired Settlement: I would like for them to pay for the repair of my tool box

Business

Response:

Hi - my name is [redacted] - I am the head of the claim department and quality control -Please let us apologize for the difficulties and inconvenience you experienced with your move. We are deeply troubled that this issue has caused so much distress to you, our valued customer,and have looked into your complaint/claim. At Dumbo moving & storage INC, we are in constant pursuit of perfection and are already working on solutions that will prevent similar problems from occurring in the future.We see that the damages is cosmetic damages. We only offer 60c per pound for items that can not be used anymore due to the damages. we apologies that you were not fully satisfied with your move with us : by responding to your email we are looking to find a common ground for the concerns from the move as a sign of good faith I offer you a $100 refund to keep you as a repeat customer - and hopefully you accept my apologies and find my explanation suitable - and with a promise that this will not happen again Thanks

claim department

Review: 3 fragile items were broken including a family heirloom that was priceless. In addition, over $900 of liquor/fine spirits was stolen.Desired Settlement: Reimbursement and apology for theft.

Business

Response:

claim was reported today 12/**/15As per our records all items has been delivered as per inventory list received in the storage. Also items that customer is claiming damaged were not packed by movers but by the customer herself inside boxes.As a good faith compensation we can offer her 100$ for her inconvenience. Please see contract attached