Dumbo Moving & Storage, Inc.

Review: I did business with this moving company in February of 2014. I paid them $325 for a move. They broke my furniture and the two movers who came to pick up my furniture demanded an extra $200 in cash. After I paid them, I contacted the company to request a repair and they did not cooperate. After multiple attempts to reach a resolution, I got tired and began a dispute with my credit card company. I won this dispute and got my $325 back. I did not recuperate the $200 extortion money.

I just learned from my bank that they recently charged me $325 14 months later, in April of 2015. I have not done business with them since, but they charged me without my knowledge or consent. This is absolutely outrageous. They didn't contact me at all or provide service. I believe they had nefarious intentions and were hoping I did not notice.

I have notified my bank and disputed this transaction again.Desired Settlement: I want a refund and a written explanation with an apology.

Business

Response:

JOB #[redacted] We had open a claim on this job and sent it to Arbitration on 2/**/14, then on 4/**/14 Arbitration sent us an email about her closed claim email is below 04/**/2014[redacted]

[redacted]Subject: Settlement Approval Request / Notification[redacted]

[redacted] Hello [redacted],Thanks for talking to me today.As I mentioned on the phone, my bed was put back together either wrong or loosely by the moving crew. The footboard piece fell apart this morning, rendering the bed useless. This is the product link: [redacted]As you can see, the footboard and the headboard hold the frame together.Attached are some pictures.I look forward to resolving this promptly.Thanks,[redacted]Also I want to note due to the contract she sign for the move, it informs her that we do not over any ikea furniture yet we still made an offer of $175 on 5/**/14 email is below 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 will like to make one last offer of $175.00We was informed that she was fighting the charges but yet to hear nothing about if we won or if she won,the credit bureau always gives a temporary credit when you make a charge back claim. but take's that refund back when the customer loses the claim. We did not charge her again for moving service she obliviously didn't pay for but sign that she will pay. below is the info she gave us about the damages 1) Article: Hemnes Full Bed Frame in Black [redacted]2) Damaged beyond repair due to improper reassembly3) $1794) 90 lbs5) May 10 20136) Original cost7) $179 f for the bedframe, $99 for delivery, $99 for assembly IKEA fee, $50 disposal fee of broken bedframe. Total $427This is separate from damage to the floor. I will have to get back to you on that.Thanks,[redacted]The bedframe was $180 we offer $175i dont see how are need to pay for ikea fee $50 disposal was to save her the date of the move if not we can not promise her a move on that date.Hello Baur,

Review: I ENLISTED DUMBO MOVING TO MOVE MY BELOGINGS FROM ONE LOCATION IN THE [redacted] TO MY NEW RESIDENCE IN [redacted]. INITIALLY THEY WERE SCHEDUELED TO MOVE MY THINGS ON 3-*-15 BUT I RECIEVED A CALL THE DAY OFF THE MOVE STATING THAT THEY COULD NOT HONOR THAT DAY AND WOULD BE ABLE TO COMPLETE THE MOVE TOMORROW 3-*-15. I RECEIVED A CONFRIMATION IN EMAIL REGRADIUNG THE NEW DATE. MY THINGS WERE PICKED UP FROM THE [redacted] AND BROUGHT TO [redacted]. WHEN I LOOKED AT MY TELEVISION THERE WERE 4 CRACKS IN THE TELEVISION SCREEN. I CONTACTED THE COMPANY THE SAME DAY WHILE THE MOVERS WERE STILL IN MY HOME AND WAS TOLD TO SEND AN EMAIL TO THE FEEDBACK DEPARTMENT ANOUT THE BROKEN TELEVISION. I BOUGHT THE 50' FLAT SCREEN SAMSUNG TELEVISION IN 2010 FOR $750.00. THE CURRENT PRICE FOR THE SAME TELEVISION NOW IS $500.00. THE COMPANY GOT BACK TO ME AND STATED THAT THEY ARE ONLY RESPONSIBLE FOR GIVING ME $36.00. I CONATCTED THE FEEDBACK DEPEARTMENT AND SPOKE WITH [redacted] ABOUT ONLY OFFEREING $36.00. [redacted] STATED THAT IT IS IN THEIR CONTRACT. I NEVER SIGNED A CONTRACT WITH THE COMAPNY PRIOR TO MY THINGS BEING MOVED. [redacted] WAS UNWILLING TO DO ANYTHING MORE FOR ME AND IN ADDITION HE HUNG UP THE PHONE ON ME. I AM STILL CURRENTLY WITHOUT A TELEVISION DUE TO THIS COMPANY BREAKING IT.Desired Settlement: I WOULD LIKE TO BE ABLE TO REPLACE THE PERFECTLY FINE WORKING TELEVISION THAT I HAD PRIOR TO THIS COMPANY BREAKING IT. THE TELEVISION IS VALUED AT $500.00 RIGHT NOW. I WOULD BE WILLING TO ACCEPT AT LEAST $400.00 FROM THE COMPANY SO THAT I CAN PURCHASE THE SAME TELEVISION THAT I ONCE HAD.

Business

Response:

customer job #[redacted] Moved with us on 3/**/15. customer is lie about the full Revdex.com complaint, customer me sign a contract that everything is damaged or lost will be covered by her insurance of her picking.. Customer did not add any insurance when it was offer to her by phone and by 3 emails before her move happen, THEREFORE the insurance she had on her move was basic insurance. The email I sent her about her insurance and claim was this. ''As you already know, Dumbo Moving provides its customers with two liability levels to protect their belongings: release value protection of 60 cents per pound per article is provided for free, full coverage protection is provided at an additional charge. The amount of reimbursement will be determined by the level of protection you chose for your move.According to our records you chose free basic insurance option for your move, therefore the compensation will be assigned based on the weight of the item multiplied by 60c. The estimated weight is 60 pounds, and the compensation for this item is equal to $36 While our liability is limited to 60 cents per pound per article claimed for loss or damage, we value your business and want to work with you to resolve this issue in the most efficient manner. In order to ensure your satisfaction with our service and keep you as our customer we will increase the compensation to $150 account for inconvenience you have endured. To accept this offer, please respond to this message including your full name and address where you would like to have the check sent. Please note, checks are mailed within 2-3 business days from the time a customer’s confirmation is received"This email was sent on 3/**/15 days after she give us info about her tv ... The offer made was $150 and that is more then the insurance offer that she payed for on her move... AS for me hanging up on the customer, I explain to the customer that all phone calls are being recorded, as she yelled at me and cruse me out, after I informed her about that she did not stop so I told her, I will have to hang up the phone if you keep talking to me like that, and when she didn't stop I had to tell her I am sorry we can not come to an understanding and I must hang up. She called back 3mins later and cooled down a little, I informed her again about the insurance. Then as I was talking threatened to post about this on Revdex.com and [redacted] then try to take us to court. I told her I am sorry we can not come to an understanding then she hung up. [redacted]

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:

I WOULD LIKE TO SEE THE CONTRACT I SIGNED PRIOR TO MY MOVE ACCEPTING BASIC INSURANCE AND BEING THAT [redacted] CLAIMS THAT THE CALLS ARE RECRODED I WOULD LIKE FOR HIM TO PROVIDE ME WITH THE RECORDINGS OF ME BEING OFFERED ADDITIONAL INSURACNE THREE TIMES VIA PHONE LIKE HE STATED . THAT OFFER WAS NEVER GIVEN TO ME. THE OFFER OF $150.00 DOES NOT COME CLOSE TO REPLACING THE TELEVISION THAT WAS BROKEN BY THIER INCOMPETENT MOVERS. THE FIRST OFFER OF $36.00 IS AN INSULT AND TO OFFER ME $150.00 TO KEEP ME AS A "HAPPY CUSTOMER" IS MORE INSULTING BECAUSE I AM FAR FROM A HAPPY CUSTOMER AFTER THE WAY THIS COMPANY HAS HANDLED THIS SITUATION AND I CANNOT PURCHASE A 50' FLAT SCREEN TELEVISION FOR $150.00. I ALSO ASKED TO SPEAK WITH SOMEONE OTHER THEN [redacted] IN ORDER TO SEE IF THIS SITUATION COULD BE RESOLVED AND HE TOLD ME THAT THERE IS NO ONE ELSE AND WHATEVER HE SAYS GOES. I NEED FOR MY TELEVISION TO BE REPLACED. THIS IS AN ADDITIONAL EXPENSE THAT SHOULD NOT FALL ON ME. I WORK VERY HARD FOR MY MONEY AND SHOULD NOT HAVE TO PAY AN ADDITIONAL $500.00 TO REPLACE A TELEVISION THAT WAS WORKING JUST FINE THE DAY BEFORE IT WAS HANDLED BY THIS COMPANY. IF I WAS AWARE OF ADDITIONAL INSURACEN I WOULD HAVE CONSIDERED IT BUT AGAIN I NEVER SIGNED A CONTRACT AND IT WAS NEVER OFFERED TO ME VIA PHONE. I WOULD LIKE A MORE REAONABLE OFFER IN ORDER TO REPLACE MY TELEVISION.

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

Sincerely,

Business

Response:

see attachment, that is the sign contract that you signed the day of the move. also the contract was also send to you 4 times by email not phone like I said in the last email. the dates it was sent was 3/*/15, **/**/2015 12:08PM, **/**/2015 3:55PM, **/**/2015, 10:00AM in each of the emails sent to you shows you how much insurance is if you add it, you never called and added it.

Review: We paid a $50 deposit to reserve a move date of August **. We were not able to move on that date and cancelled the reservation. We then asked for another date to be reserved but they did not have that date available. Instead they booked a date on which we could not move and doubled the price of the move. We did not sign a contract however we were charged the entire fee for the move because we cancelled due to the fact that "the reservation was for the time period between the [redacted] and the [redacted] of the month."Desired Settlement: The entire amount charged should be refunded in addition to the initial $50 fee.

Business

Response:

Tell us why here...1. Initially the job was booked for 08/**, then per her request it was rescheduled for 08/**, and sent confirmation email on 08/**/15 at 5:52PM: "Per you request your move has been rescheduled: - Arrival between 8-9am on 08/** arrival between 8-9am on 08/**" 2. She is so [redacted] at the end, her lawyer got a vacation and she could not find him, secondly, the landlord told her you cant move in till mid Sept. Then she requested keeping her items in our storage. I gave her a reasonable price, and told her we don not have an availability on 08/**, instead I can pick up your items on 08/**. 3. She told she did not know the price was doubled, but I have an email confirmation:[redacted]: -[redacted] moveMe : -As per your request I can do this move on 08/** & 08/**, however, because of high volume of moves at the end of each month we have a different rate and the PRICE would be $1,995.[redacted]: -[redacted]. On 08/** she emailed me the followings: - [redacted]

[redacted]- [redacted]Then: - [redacted]. After this last email, she neither picked up the phone, or replied to my emails. The last one was: - [redacted]Simply, she was overseas and came a couple of days before the move which consequently lead to a messed up moving plan!Sincerely

Review: In 2010 I i had DUMBO moving come and pack my things and take them to storage where they remained to the best of my knowledge in [redacted]. In March of this year I wen to see my items because I was getting ready to move them out of storage.When I got to the unit I was told that they had been moved to [redacted]! They had supposedly done this due to Sandy.( on this subject they have told me a host of conflicting stories..The interesting part is that they never told me, Over the year they have even increased my rent but never once did they tell me they have taken me from private storage across state lines to a warehouse! So all my items were now potentially exposed bedbugs and now left in the middle of a room never to be returned to private storage..When they came to deliver my items there was so much breakage it was devastating. Not only that, but they lost my vintage Danish Rosewood coffee table! They have told me so many conflicting stories and are trying to use Sandy as an excuse but I think that is insult to all the true Sandy victims! Never once was I told nor was given any option to move back. They have give me the run around and offered me 200$. They also had a claims broker here to take photos because there was so much damage but for two weeks claims he was not there. his colleague claimed he wasn't there.Also at one point they said they had found my table- but it turned out to be a false alarm. They broke two of the legs on my dining table and the movers took it with them to replace. I never heard anything further about them. I asked countless times to get search for my items but they did not respond to my request. I have subsequently asked for their Insurance claims number and I received two incorrect numbers. I have kept every email, every photo( both from storage AND delivery) and the contracts.I gave them every chance. Thus far they are not ethical in their response.Almost every item I have is unusable.Desired Settlement: I would like my coffee table back and a fair settlement for the enormous damage.

Business

Response:

for 4 years she enjoyed the same storage rent without increase while real estate increased about 35% in nyc that should have charge her more 5% every year like any other lease which would have involved in about altogether about 1000-1100 more for the whole 4 years - we gave her the move out that the value was 1200 at a low rate of 700 - she saved another 800 - every claim should looked at the 60 cents per pound as she was signed for - we moved the items in order to prepare to the natural disaster that affected millions of property around our area and collected many lives - we acted wise and fast and saved the items from total lost and protected our employees from life treating event - we will not be questioned for what we did - specially once we had an ongoing issue with the storage before - there were thousands of customers that where totaled lost affected by Hurricane sandy on at least 10 moving companies ([redacted], [redacted], [redacted] ) - non of them received a full value protection non for the belongings - neither refund for the trucks or properties that where flooded - lucky dumbo moving was able to remove the items prior to the storm

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:

Please note, my complaint is not at all resolved.They have exaggerated grossly in their response. I have photographs and copies of all correspondence. I would like this to be please be followed up. DUMBO has destroyed and lost my furniture. Please assist me in my complaint so the same does not happen to other.Kind Regards,[redacted]

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

Sincerely,

Business

Response:

This claim is being handle by the insurance company. They informed me that the claim is not open. Insurance company has all the info needed to close the claim, and will call [redacted] when they have an offer.

Review: ON 6/**/14, I MOVED INTO A NEW APT. PRIOR TO MOVING, I CONTACTED DUMBO MOVING & STORAGE TO OBTAIN A PRELIMINARY ESTIMATE. I INFORMED [redacted], REPRESENTATIVE, THAT THE ESTIMATE I WAS SENDING IS JUST A DRAFT AND THAT I WILL SEND HIM THE ACTUAL ESTIMATE LATER ON. WITH THE ESTIMATE I SENT ON 5/**/14, IT ONLY INCLUDED HALF OF MY ITEMS. IN RETURN, [redacted] EMAILED ME A PRICE ON $475. I WAS TOLD THAT I NEED TO GIVE A DOWN PAYMENT TO RESERVE A TRUCK, SO I DID. I GAVE THEM $50 FROM MY CREDIT CARD. AFTERWARDS, I CONTACTED [redacted] ON 6/**/14 AND INFORMED HIM THAT I AM SENDING HIM THE COMPLETE INVENTORY AND WOULD NEED HIM TO SEND ME THE QUOTE VIA EMAIL. I ALSO INFORMED HIM THAT I WOULDN'T BE IN MY OFFICE. THEREFORE, I AM SENDING THE INVENTORY VIA HOME EMAIL ADDRESS AND I NEED HIM TO RESPOND TO MY HOME EMAIL ADDRESS WHICH IS [redacted]. I NEVER RECEIVED A RESPONSE FROM HIM. I CALLED THE OFFICE SEVERAL TIMES FROM 6/**-6/**/14 AND LEFT MESSAGES BUT NO ONE CALLED ME BACK. I NEVER RECEIVED THE FULL PRICE. I ONLY RECEIVED AN EMAIL FROM [redacted] CONFIRMING HE RECEIVED MY MESSAGE. ON 6/**/14, THE CREW CAME TO MOVE MY THINGS AND INFORMED ME THAT THE PRICE WOULD BE $1,695. I TOLD THEM I WASN'T PAYING IT. AT THAT POINT I WAS TOLD BY [redacted] (CREW MEMBER), THAT I WOULD PAY A PENALTY FEE OF $600 FOR CANCELLING ON THE SAME DAY OF DELIVERY. I ALLOWED THEM TO MOVE MY FURNITURE, ETC, BUT THEY REFUSED TO MOVE ALL OF MY BELONGINGS. THEY TOLD ME THAT IT WOULD COST MORE TO MOVE EVERYTHING. I WAS VERY SHOCKED AND UPSET. DUE TO THE FACT, I SIGNED A LEASE FOR THE NEW APT AND SIGNED DOCUMENTATION FROM MY OLD LANDLORD, IT WAS AGREED THAT I NEEDED TO BE OUT OF THE OLD APT NO LATER THAN 6/[redacted] OR I WILL HAVE TO PAY RENT FOR THE OLD APT FOR THE MONTH OF JULY. AFTER THE MOVE, I WAS GIVEN A RECEIPT WHICH STATED I OWED $1,650 WHICH I SIGNED IN DURESS. I CALLED [redacted] TO INFORM HIM THAT I BELIEVE I WAS TREATED UNFAIRLY BECAUSE HE NEVER SENT ME THE COMPLETE QUOTE LIKE I ASKED. [redacted] INFORMED ME THAT HE SENT THE EMAIL TO THE WRONG EMAIL ADDRESS AFTER I ASKED HIM TO SEND IT TO MY HOME EMAIL ADDRESS BUT HE TOLD ME THAT IT WAS MY RESPONSIBILITY TO ENSURE HE SENT IT CORRECTLY. I HAD NO CHOICE BUT TO SIGN THE RECEIPT, AUTHORIZING MY CREDIT CARD TO PAY THEM. WHILE HALF OF MY BELONGINGS WERE STILL AT THE OLD ADDRESS, I HAD TO CONTACT ANOTHER MOVING & STORAGE COMPANY AND REQUEST AN EMERGENCY MOVE. I HAD TO PAY THEM $250 ON 6/[redacted]. I HAVE FILED A DISPUTE CLAIM WITH MY CREDIT CARD COMPANY AND HOPE TO HAVE THIS RESLOVED. IN THE MEANTIME, I AM STUCK WITH A $1,695 BILL WHICH ALSO DIDN'T MATCH THE RECEIPT I SIGNED ON 6/**/14. THIS COMPANY WAS NOT AUTHORIZED TO CHARGE THIS AMOUNT TO MY CREDIT CARD WITHOUT PERMISSION, BECASUE I NEVER RECEIVED THE COMPLETED QUOTE.Desired Settlement: I WOULD APPRECIATE IT IF I COULD RECEIVE AT LEAST A PARTIAL REFUND -CREDIT CARD CREDIT. THE TOTAL MILES WERE ONLY 2 MILES FROM MY OLD ADDRESS TO MY NEW ADDRESS. I SHOULD NOT HAVE TO PAY ANOTHER COMPANY TO MOVE THE REST OF MY BELONGINGS. ALSO, THIS COMPANY SHOULD NOT BE IN BUSINESS BECAUSE WHAT THEY DI TO ME WAS A TOTAL RIP-OFF. THE ENTIRE MOVE WASN'T WORTH $1,695. I HOPE YOU CAN ASSIST ME. THANK YOU.

MY HOME EMAIL ADDRESS : [redacted]

MY WORK EMAIL ADDRESS: [redacted]

Business

Response:

We have looked up and found the emails that was sent to your work email that you told [redacted] to send it to.

looks like it was a little mix up with that. and I will send it again to both emails you have gave us.

We will like to refund you $100 on this move.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

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 reason I disagree with the suggested refund amount of $100 from Dumbo is because the actual quote wasn’t sent to me in a timely matter nor was it sent to the correct email address as I requested. The actual quotes was sent to my work email address on 6/[redacted] and later forwarded to my home email address. As a business person, one would think that a customer should receive proper notice in advance when making a purchase or payment for services. The moving crew was not professional in handling my furniture. Most of the boxes were filled only half way where more of the same items could have been put in the same box. This would have also brought the price down. I feel that the way they handled this was intentional to overcharge me because they thought they were dealing with someone very young and inexperienced. My computer desk was not handled appropriately. Due to their mishandling, my desk collapsed and broke by the time it arrived at my new location and they wanted to just leave it there for me to take care of. I told them not to leave it in my apt or in my hallway and asked that they remove it from the premises. Most of my kitchen ware was mixed up with detergents, cleaners and other household items. Most things were in disarray because the crew literally rushed to do everything. My computer equipment was in different boxes instead of packing it together. I’m still looking for some of my equipment. Part of the miscommunication was none of the crew spoke much English. Had I known that from the beginning, I wouldn’t have done business with them. I my experience, I have done business with a lot of moving companies because it is part of my job. However, I never experienced a moving company charge $1600 to move a 1-bedroom apartment only 2 miles distance to another 1-bedroom apt. That is a cost for a 3-bedroom apt. I am very upset about this because all of my belongings weren’t moved and I had to contact another moving company at the last minute and request an emergency move to have the rest of my belongings moved. My credit card company has a dispute pending resolution. I would also expect some resolution from Dumbo, more than $100 refund. I hope Revdex.com can assist.

Thank you again.

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

Sincerely,

Business

Response:

We have sent the email to both emails she gave us.

Review: I hired Dumbo company to move me on June ** 2012 with subsequent storage at [redacted] in NJ to follow. I removed my things from storage on August **, 2013. I was told my things would be stored in ONE large crate. Moreover, upon arrival to the wear house I was informed by the foreman that the previous wear house manager quit and they had difficulty locating my items. The documentation system the previous manager used to store the items was not discussed prior to his departure.

Moving Issues

I was never offered the insurance options

Couch damaged. The moving team sent was not equipped mentally or physically. One man walked off the job and another had to leave for some other reason. At about 2am July [redacted], the remaining guy called it quits. A new team had to come on the afternoon of July [redacted] to finish the move. I was told my things would be taken to the crate(singular) in NJ. Overnight my things were held in their downtown Brooklyn location as we could not go to the storage unit at 3am.

Storage

Upon arrival on August **,2013 I was showed my items. They were in 4 crates unlike the one I was told. Two were emptied prior to my arrival. As I took pictures of the damaged items the foreman checked off items as they were brought out by a newly hired moving team. Several items were damaged and found to be missing. My bed head board and footboard, bed frame, living room couches, mirror to my vanity, kitchen table and 4 chairs, desk chair. I was given two chairs, which Dumbo has not collected, that are not mine.

Damaged and missing/stolen items total 6837$

Dumbo has a weight based policy baseline for damage/missing items. They initially sent me an email to select an option for insurance. I selected one and was then informed that I never paid up front. This was never offered to me. I stand on a company's character and integrity. Dumbo came highly recommended and I drew the short stick. I made sure to pay them monthly for furniture that was not returned to me. This is customer abuse and they need to be held acoustic table. I feel hopelessDesired Settlement: I have all original documents, photos of damaged items. I don't have receipts of missing items bc they are over 1 year.. I would like a settlement for the damaged and missing items at the valued price now. weight based they offered 500$. I paid $130 a month from july *, 2012- august 2013. I want that money back as well and they need to thoroughly investigate what happened to the items. why were they in multiple crates with poor documentation.The mental stress is disheartening as it has given me anxiety. I basically have nothing.

Business

Response:

Dear [redacted],

Primarily, please accept our sincerest apologies for the

undesirable experience you had with Dumbo Moving and Storage. We would like you

to know that your business is extremely important to us, and so is your

satisfaction. We try our best to ensure that all matters pertaining to a move

are responded to and addressed in a timely and efficient manner, especially if

our customers had a negative experience with our service.

[redacted], as per our records, Dumbo Moving and Storage’s

founder and owner had already responded to your initial complaint on July [redacted]

2012 with a complete breakdown on what happened the day of your scheduled move.

We have been in constant contact with

you regarding all of your complaints, gave you our founder’s personal phone

number, and offered you $500.00 as compensation for your loss despite the fact

that you chose the free basic insurance of 0.60 cents per pound, per article.

In order to settle this claim, ensure your satisfaction, and

as a further extension of goodwill; Dumbo Moving and Storage will offer you a

complete and full refund for the charge for our services, amounting to $830.64.

Please feel free to contact me at any time in order to

arrange your payout method. My name is [redacted] and I can be reached at Dumbo

Moving and Storage’s main headquarters by calling [redacted]. I would be happy

to answer any and all of your questions.

Again, we would like to express our genuine and sincerest

apologies for your unfortunate experience with Dumbo Moving and wish you a

pleasant day.

Business

Response:

Dear [redacted],

Review: These movers caused damage to a detailed list of items that we provided for the movers. We also paid for additional insurance with the minimum deductible possible.

However, they refuse to reimburse us for the items even after we have provided them with a detailed list of the items, pictures of the damage, as well as a website showing the current price for each item, all as they had requested of us. They even refuse to acknowledge that we have insurance up to $10,000 with only a $250 deductible. In addition they are making false claims that we are fabricating the damage. We know for a fact that they caused the damage because many of the items were purchased brand-new at our previous location and had not moved until this particular move. Separately, the movers forced us to pay additional amounts above the estimate including for items that all parties had agreed from the beginning that they were to pack and take responsibility for. We are hopeful that somebody at the Department of Transportation will be able to assist us. Thank you very much.Desired Settlement: Replacement of all damaged items and refund for extra charges which were applied despite not having added a single item from the original estimate.

Consumer

Response:

Yes, I am aware. That was an error. I hope that the Revdex.com can help us please.

Business

Response:

We have offer the customer $1,800 more then what he was asking for he has declined that offer as of February **,2014.

Review: We enlisted the services of Dumbo Moving on August [redacted]. 2013 to move our one bedroom apartment from [redacted] to [redacted]. We were under the impression that we would be provided with professional movers, however they sent two 18 year old kids and one of their parents. There is a staff picture on their website and neither of the three people they sent over are included.

During the process they destroyed our television, put a hole in our mattress and chipped one of our tables in several places (pictures can be provided). On top of that, they forgot pieces from our bedroom at the starting point, which caused the move to take over 9 hours and kept them in our new building WELL past the assigned moving hours. They were also incredibly rude to the building staff and failed to adhere to several of the building guidelines regarding moving and using the freight elevator.

Unfortunately, the insurance policy we accepted from them entitles us to only $126 dollars for all of our damaged goods (which totals over $2,000). They then offered us and extra $26 to "account for inconveniences you have endured." I replied and told them that this was unacceptable. Upon review of our claim, the General Manager offered us a $50 increase.

I understand that the insurance policy we signed is final and am NOT trying to negotiate that. However, I do feel that they did not meet the standards that they claimed to adhere to. Insurance is needed in case of an accident. A broken dish or two is an accident, however what their movers displayed was complete negligence for our property and blatant disrespect for the employees that worked in our new building (including the Super, who will be glad to provide a written statement). I don't feel that an offer of $200 to compensate for the $2,600 we wound up spending (damaged goods + cost of movers) is anywhere near a fair amount of compensation.Desired Settlement: The desired outcome would be for them to replace the items that were damaged due to their employees' complete negligence for our items. They need to be held accountable and they need to make sure that they provide the service that they advertise about.

Business

Response:

Dumbo Moving provides three options for customers to protect their belongings on the move:

Review: I paid a down payment to have a product move of $950. The movers were given exact dimensions. They showed up and claimed it wouldn't fit in their truck.

They did not try to work out a different solution, such as a bigger truck that would carry the dimensions that were told to them.

Still, they have refused a full refund and are keeping $295 for "tolls and mileage".Desired Settlement: A full refund

Business

Response:

We did a full refund on the day of the move.. 2/**/2015 Credit Card Refund Total: $295.00[redacted]

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[redacted]12/**/2015 Credit Card Refund Total: $655.00[redacted]

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Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I hired Dumbo Moving to move out of our apt. The move was mostly boxes and a small amount of furniture that was all going into storage. I did not purchase additional insurance because I did not have that many items or anything that was fragile. They moved two vintage European armchairs that are very durable and that I have owned for over 20 years (and moved three times without incident). When the chairs were delivered to me, all four chairs were damaged on the tops of the arms--the finish was completely scraped off, and the wood is underneath is scratched. It's hard to imagine how this even happened--it's like someone took a chisel to them.

Dumbo offered me $100, which is more than the 60 cents per pound of coverage that they offer. But this will not cover my loss.

I am seeking compensation of $400 to have these chairs repaired. I should not have to have supplemental insurance to protect against ridiculously sloppy movers and/or poor storage facilities.Desired Settlement: $400 refund.

Business

Response:

We have offer the customer $120 for the damaged goods. Under the Protection option she picked and signed for the moved any article that may be lost, damaged, or destroyed while in mover's custody will be settled based on the weight of the individual article multiplied by 60 cents per pound. For example, settlement for an audio component valued at $1000 that weighs 10 pounds would be $6.00 (10 pounds times 60 cents). The two damaged chairs weight 15 pounds each. 30 pounds times 60 cents is $18, we offer a lot more then what we need to for the protection she had. We also offered to send a wood contractor to take a look and for us to pay to fix and damages he found on the chairs but she also decline that. We will like to increase the offer to $140.

This is by far the worst company I have ever dealt with in my life. I was told originally by one of the salesmen that each mover, in my case 3, receives a tip of 15-20%. I had originally thought this was excessive but a fiend recommended this company to me so I felt it was worth it. A day after my move I spoke with the friend who recommended this moving company to me and I just wanted to confirm with him how much he tipped. He told me he was told by one of the salesman to tip 15-20% total to be split among the movers. I immediately called Dumbo (name speaks for itself) and I asked to speak to the manager. The manager explained to me that the script that all there salesmen are given says to tip each mover 15-20%. I didn't believe him so I hung up and immediately called back to speak with another salesman. I explained that I was moving and I wanted to know how much to tip the movers. He told me 15-20% total. I hung up and called back the manager to call him out on his lie. I explained that I just got off the phone with one of his salesman and they confirmed it's 15-20% total. He said not a problem. The person you spoke with is now fired because he is not following the script correctly. This company is a complete joke and I can promise you that I will not be recommending this moving company to anyone.

Review: I used Dumbo Moving and Storage for a move in Manhattan at the end of January. I had pre-packed my items and the movers would simply transport my items from one location to the next. Very cut and dry. At the move-out location I was very careful to label fragile items and show the movers which items required care. This included a glass-top coffee table. The glass was removed from the base and wrapped in protective blankets before being loaded onto the truck. The glass survived the bumpy truck ride, but on the 4th floor stairs one mover was quite rough with the glass (still wrapped in blankets) when placing it on the ground and shattered the glass. Just one floor shy of my new apartment. The other incident in question is when the movers dropped my box-spring mattress on top of several packed bags, one being my camera bag. As a professional photographer, I do take great pride in my equipment and pack my things carefully. However the impact damaged one of my lenses and now it requires servicing from the manufacturer.

These two substantial damages of items well into the thousands of dollars were due to negligence of the movers, who had been pre-notified of the fragility of the items they were handling. However, when I filed a claim with the moving company, they continue to dismiss me and say that they cannot verify the prior condition of the lens. They will compensate $50 for the glass which I have had several quotes to replace valued in the $200-$300 range. The standard insurance which I had covers the movers for standard procedures and actions. The movers' actions, which resulted in damages, were negligent as they had been informed to take care of the item specifically.

When dealing with the claims department, they refuse to acknowledge the damage to my lens, which is a tool for my professional work. The company refuses to compensate me for the damages and is acting outside of even the standard insurance I was paying for as a customer. I am left with several hundred dollars in damages and a company who refuses to acknowledge such. I am forced to file a complaint here as I have exhausted all channels at Dumbo Moving and Storage.Desired Settlement: I would like to company to pay for a replacement to the broken glass and to pay for a repair to the broken lens. These costs are estimated at $350 to $400 total.

Business

Response:

We have informed and offer in respect to the insurance he had on his move. Also we can not open a claim on the len due to us not know how it was before or after the move. We would like to offer $75 to close the claim.

Review: We used this moving company to get help for a move from Brooklyn to Delmar near Albany. they damaged my furniture, and I got full insurance, and they will never provide you with insurance information. also they agreed to the damage and then cancelled the cheque. I had to pay my bank $50 for the bounced cheque. I had pictures of the damage and also copies of other documents, they are very rude and not at all professional. the guy [redacted] he will be very pleasant at say we will" send you the best men". they don't have any good professional movers at all. don't believe them. the [redacted] is extremely rude and hung up on me.Desired Settlement: full re-imbursement of amount including the fine had to pay for the bounced check that was given by Dumbo moving.

Business

Response:

The customer reported a claim 14 days after his move, when he reported the claim we opened the claim and from there it was under review. We later founded out that the damages to the customers belongs we not done by dumbo moving movers, but by the customer himself. We then deny the claim and sent it to the insurance company for them to go over. The insurance company contact Dumbo moving and the customer to inform us that they deny his claim. The customer then asked his bank to fight the claim but going a chargeback in efforts to get refunded for his move. Customer did that 3 times and in all 3 times the bank deny his claim also. As for the hanging up on the customer, we have zero tolerance with customers who curse us out over the phone, he has done this to the movers, claim [redacted] and 2 other sales persons Along with a bank mediator. Once a customer curses at us we warned them that we will end the call if the language continues.

Dealing with Dumbo movers has been one of the most difficult experiences we have dealt with in years. During the move, they somehow damaged over 80% of our belongings. They additionally damaged building property during the move in costing us even more. When we sent in pictures of the damage, they offered us a minimal settlement that won't even cover the lamp shade they ruined. We've had to replace our bed, hire a repairman to fix our TV which had water damage and that's just the beginning of it. Throughout the process, they have demonstrated a complete lack of respect for customers and their belongings. We have moved a lot over the last 7 years due to our jobs, and this is definitely incomprehensible. They did not even follow the insurance guidance we had - they offered a minimal settlement and even after I told them to send the check for $200 they offered (because we just wanted to end the stress and move on because it was obvious they didn't care), they ended up sending us less than what they offered. It is a terrible way to do business and I feel sorry for anyone who hires them.

Review: We stored our studio apartment quantity of furniture with Dumbo moving from July 2012-July 2015 spending 4K in storage fees and $700 in moves and assured everything was in good condition. Our Spring Air Queen pillow top mattress returned this July *, 2015 filthy with rust and water stains, half unwrapped, along with my vintage wool floor rug, unwrapped and stains all over front and back. The move in guys put the bed frame together and then conveniently placed the box spring and mattress atop hiding the missing wheel which we only discovered upon going to sleep. At the time of delivery I noted the above stained items mentioned (not aware of missing wheel) and wrote on the slip about the missing floor lamp that no-one knew anything about.

Photos are available of stains. Dumbo requested information about the product and damages on the queen mattress and wool rug and they have offered in total $150 which is nonsense. They had also originally claimed they would give $50 for the missing lamp and missing wheel and have now receded because we signed off of the delivery slip, however the delivery slip claims the missing lamp and stains on both ours and their copy. Here is the email with the descriptions sent:

They have photos of the damages and I can send as well if needed along with copy of my move slip.

Anthony-

Here is the information in regard to the queen mattress and wool rug in Dumbo's care and storage from July 2012- July 2015- 3 full years. We paid $95 for 36 months, totaling $3,420. We paid $350 to move the product to your storage and another $350 to move it back in to the apartment. We have spent $4,120 with Dumbo and expect to be compensated properly.

We are still awaiting information about the lamp and wheels. $50 is not acceptable. We have purchased high end quality and that will be acknowledged.

Please do not waste both of our time by sending over a generic response and price for our valuables.

Mattress:

1.Spring Air Queen Mattress [redacted]l

2. Rust and Water stains all over pillow top of mattress

3. $1100

4. 120 lbs

5. Purchased Sept 2010 ( the mattress has been in storage from July 2011- July 2015- 3 out of the 4 years in Dumbo's possession)

6. Original Cost: $1400

7. All

Rug

1. Wool 5x7 Floor Rug [redacted] 2. Unwrapped when we received...dirt/stains all over.

3. $350

4. 45lbs

* July 2010 ( the rug has been in storage from July 2011-July 2015- 3 out of the 4 years in Dumbo's possession)

6. $550

7. All

We heard all the sales pitches of how great Dumbo is and how everything was and will be fine in storage over the years and we are highly disappointed. We have been loyal paying clients and expect this handled professionally. The guys told me my stuff was moved from warehouse to warehouse. Is this the result or did the damage happen on original site?

Sincerely,

The Chamides

###-###-####

Here is my email in regard to missing lamp and bed frame wheel and their response:

Anthony-

Please see the following information of replacement of the 2 items:

Mattress Frame Wheel

$14.99 + $6.00 shipping + $2.75tax= $23.75

Floor Lamp

$84 + $16.00 shipping + $15.00 tax= $115

I will work on the balance of the damages of the mattress and the floor rug.

Sincerely,

The Chamides

###-###-####

Dumbo-

"We have checked with the movers that was on you mover, also with the parking cleaners who clean the trucks every night. The report that they sent me said that nothing was found in there truck at the end of the move. Also movers informed me that everything was sign and delivered. But we still like to offer you the compensation of $50 account for inconvenience you have endured. To accept this offer, please respond to this message including your full name and address where you would like to have the check sent. Please note, checks are mailed within 2-3 business days from the time a customer’s confirmation is received"

We are asking for-

For Dumbo to take responsibility for the 3 years of money and assurances the product was in good hands and safe in storage and putting in to account that we have paid 4K with Dumbo Moving company. This is highly disappointing. The amount of $150 is not enough along with no compensation nor are we able to sleep on the bed with out the wheel and unable to see at night with out a lamp. We didn't lose or damage our stuff but trusted them as it is their business model. The move guys insisted we sign the .60 per lb/claim but then “on the down low- don’t tell them we told you, but you can get your money back.” This whole system from start to end is a scam for Dumbo to cover themselves and for the move guys to be able to leave for the day.

Thank you for your assistance-

###-###-####Desired Settlement: We are asking for-

For Dumbo to take responsibility for the 3 years of money and assurances the product was in good hands and safe in storage and putting in to account that we have paid 4K with Dumbo Moving company. This is highly disappointing. The amount of $150 is not enough along with no compensation nor are we able to sleep on the bed with out the wheel and unable to see at night with out a lamp. We didn't lose or damage our stuff but trusted them as it is their business model. The move guys insisted we sign the .60 per lb/claim but then “on the down low- don’t tell them we told you, but you can get your money back.” This whole system from start to end is a scam for Dumbo to cover themselves and for the move guys to be able to leave for the day.

Business

Response:

We have opened a claim for this custmer, and we have offer the most we can offer for this claim($200) We also see that she signed on the day of the move, that everything she put in storage was delivered to her. When someone moves into storage for a long time, a lot of times what happens is they forget what they had or didn't have. We take a list of everything that we take and place is storage. Again we are sorry they feel like we did wrong on this claim, and is working to the best we can to offer the max we can to help them out

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:

[Your Answer Here]

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:There is no misunderstanding that a solid floor lamp was not returned as it is the only light source in the apartment, nor is their confusion when a bed frame wheel is not returned and we are unable to sleep on the horribly stained and water damaged queen bed and high end wool rug stained and damaged during their 3 years they gladly collected $95 a month totaling $3, 420 . Then they were paid $700 plus tips to move the product in and our of our apartment. There is no mistake when paying $4120.Dumbo requested we send over product information via email including web links to demonstrate the type of products we own. Please find the info included for the 3rd time below and we can clearly see $200 is not nearly enough:1.Spring Air Queen Mattress [redacted]l2. Rust and Water stains all over pillow top of mattress3. $11004. 120 lbs5. Purchased Sept 2010 ( the mattress has been in storage from July 2011- July 2015- 3 out of the 4 years in Dumbo's possession)6. Original Cost: $14007. AllRug1. Wool 5x7 Floor Rug [redacted]2. Unwrapped when we received...dirt/stains all over.3. $3504. 45lbs5 July 2010 ( the rug has been in storage from July 2011-July 2015- 3 out of the 4 years in Dumbo's possession) 6. $5507. AllMattress Frame Wheel[redacted] $14.99 + $6.00 shipping + $2.75tax= $23.75Floor Lamp[redacted]$84 + $16.00 shipping + $15.00 tax= $115We heard all the sales pitches of how great Dumbo is and how everything was and will be fine in storage over the years and we are highly disappointed. We have been loyal paying clients and expect this handled professionally. The guys told me my stuff was moved from warehouse to warehouse. Is this the result or did the damage happen on original site?On both my copy and Dumbo’s copy it clearly states:**Mattress stained** Missing LampWe noted it at the time of the move in on July *, 2015 and we were told to sign the paper several times by the move guys so they could leave for their next job . The information was listed of our concerns and we were told not to worry, if needed Lior or Damir , the owners would assist.We also received a queen walnut head board. This was not ours which we of course returned….how solid is their storage system they keep selling everyone on when we are not receiving our product back but instead some other clients? We are looking for For Dumbo to take responsibility for the 3 years of money and assurances the product was in good hands and safe in storage and putting in to account that we have paid 4K with Dumbo Moving company. This is highly disappointing. The amount of $200 is not enough along with no compensation nor are we able to sleep on the bed with out the wheel and unable to see at night with out a lamp. We didn't lose or damage our stuff but trusted them as it is their business model. The move guys insisted we sign off the .60 per lb/claim but then “on the down low- don’t tell them we told you, but you can get your money back.” This whole system from start to end is a scam for Dumbo to cover themselves and for the move guys to be able to leave for the day. [redacted]

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

Sincerely,

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:

I sent an email earlier this week on 10/**/15 to you and haven't heard back. It was to [redacted]

Review: I purchased a deal for two hours of moving. Before purchase I had checked the reviews on yelp to ensure they were reputable. I saw all good and purchased the deal. I later learned the reviews were fake. When I telephoned the business they told me that the deal was in fact only to give me $80 off the regular price of $400 for two hours of moving. As if I would purchase a straight credit for $80 to use towards an exorbitant moving fee? I asked for a manager. They hung up on me.Desired Settlement: Shut them down!

Desired Settlement: Refund

Business

Response:

The customer contacted Dumbo Moving to inquire about a third party coupon they purchased online. The customer refused to accept the information provided by the sales representative and expressed their intention to discuss this issue with a manager. The customer was further advised to submit their complaint to the management via email, however they refused to do so. We recommend that the customer resolves this dispute directly with the coupon merchant. If they still wish to submit their complaint to general manager of Dumbo Moving and Storage they are kindly requested to do so in writing by emailing to [redacted] or faxing their complaint to [redacted].

Review: Dumbo Moving & Storage ("DUMBO") has reneged on its service offer and repeated acknowledgment to cover the damages they caused to my move-out building during their services performed on July [redacted], 2014. Specifically, they are refusing to pay the invoice dated July **, 2014 for $3,783.41 from a contractor hired by the landmarked- building's [redacted] to repair over 40 dents and scrapes they caused during the engaged move, mainly stating DUMBO did not cause the damages. However, the damage was witnessed by the Customer, the building's [redacted]vising the move, and the building's live-in [redacted], and the damage was documented in over 46 photographs shared the same day with DUMBO. These three parties can attest that the bulk of the damage was caused by DUMBO's personnel failing to collaborate amongst them to bring down the heavier furniture, as these items were dragged down by a single person (while his two colleagues waited outside in the moving truck). Also worth noting DUMBO refuses to pay despite providing a certificate of insurance to the building with up to $2.0m in general commercial liability insurance.

[Separately, DUMBO also caused substantial damage to thousands of dollars worth of personal furniture during the move, for which Customer and DUMBO are reaching separate settlement for $250 which is not yet fully accepted by Customer since DUMBO sent a check asking for a previously undisclosed standstill in any litigation and other terms not previously agreed to by Customer].

Facts of the case are

1. On July [redacted], 2014 the Customers engaged Dumbo Moving & Storage ("DUMBO") to provide moving services on July **, 2014 for approximately 40 boxes and four large furniture items from a third-floor walk-up one bedroom on [redacted] ("[redacted]") to an elevator door-man apartment in the Upper East.

2. In exchange for these services, Customers paid a total of $550.00 ($50 deposit, $450 balance, $50 additional charges for more boxes/items than originally estimated) via credit card.

3. On July [redacted], 2014, DUMBO provided a certificate of insurance for both buildings. Relevant to this complaint, DUMBO provided a certificate of insurance with the [redacted] of [redacted], [redacted], as additional insured. The certificate of insurance has commercial general liability per occurrence of $1,000,000 with a general aggregate of $2,000,000 and coverage to damage of rented premises of $300,000, among other coverage limits.

4. During the move-out on July [redacted], 2014, DUMBO's personnel caused more than 40 dents and scrapes to the move-out building ([redacted]), witnessed by the building's [redacted] which [redacted]vised the move at all times as well as the Customer and the building's live-in [redacted].

5. The same day, July [redacted], 2014, the building's [redacted] documented the scrapes in 49 pictures shared with DUMBO via email.

6. DUMBO acknowledged they would cover all damages to building via insurance, specifically via two emails from their claims [redacted]s (from [redacted]: "we will pay for anything damage 100% will cover building damage"and "we will pay 100% of buildings damages"; from [redacted]: "Yes, I confirm but we need a picture of damage from buildings management"; which they received via email the same day of the move.)

7. DUMBO then agreed via phone to pay contractor's invoice for repairing damages and asked to see the invoice.

8. On July **, 2014, Customer and building [redacted] shared contractor's invoice for $3,783.41 dated July **, 2014 with DUMBO.

9. Upon review of invoice, on July **, 2014 DUMBO refused to pay the invoice stating via email:

"We will not be paying the invoice to the facts below

- movers mentioned that there were many damages in the hallways prior to the move

- movers mentioned that there was not damages reported to them during the move

- obviously the movers denied the alleged damages

- we have 4' caskets wheels dollies - there is no reason for us to drag the items or psychical ways to damage the carpet from dragging

- the wheels of the dollies are full rubber and designed for the highest qualities of floors to avoid damages

- the job was consist less than 40 pieces it is unlikely to have so many damages from such a small move"

10. Building [redacted] responded to DUMBO via email on July **, 2014:

"Dear [redacted],

Our hallways were freshly painted recently, we maintain our building exceptionally well.

I sent you photographs of over 40 gouges, scrapes and marks on the paint that were made while your men were in the process of the move.

All this was witnessed by both our [redacted] and the tenant, your client, [redacted]. They both asked your men to stop and work together, as all three were not communicating nor helping each other. Two of your men basically left the entire job to one man to pick pieces of furniture up by himself and banging against walls much to [client] and my [redacted]'s complaint.

To answer your 4th point below, we are not claiming any carpet damages. Our contractor wrote in the proposal 'covering the carpet' that's only to protect them while they plaster, paint, etc..

In response to your last point of only moving 40 pieces, a non-compliant team can damage walls moving 1 piece of furniture let alone 40 pieces up an elegant curved stairwell and halls of a landmarked brownstone.

It is because of situations like this that one carries insurance and why we were named on your certificate. We would appreciate an expedited payment.

Sincerely,

[redacted]

11. On July [redacted], 2014, DUMBO responded to the building live-in [redacted]'s email resending text from prior email:

"We will not be paying the invoice to the facts below

- movers mentioned that there were many damages in the hallways prior to the move

- movers mentioned that there was not damages reported to them during the move

- obviously the movers denied the alleged damages

- we have 4' caskets wheels dollies - there is no reason for us to drag the items or psychical ways to damage the carpet from dragging

- the wheels of the dollies are full rubber and designed for the highest qualities of floors to avoid damages

- the job was consist less than 40 pieces it is unlikely to have so many damages from such a small move"

12. Customer responded on the same day, July [redacted] 2014 with the following email:

"[redacted] / Dumbo Moving Team,

Thank you for restating your reasons for nonpayment / noncompliance of contract, even though they do not address any of our responses.

However, you fail to mention your movers' acknowledgement of the damages done prior to them exiting the building, evidenced by initials to our paper contract, as well as your team then stating over the phone and email that all damages would be 100% covered by your insurance. Please call me to discuss a potential reasonable settlement, or we will need to take this to a small-claims court."

13. DUMBO responded the same day, July **, 2014, with the following email:

"- movers still denying the allegation regarding the scratches of the wall

- after reviewing the picture it seems as a normal scratches and dents that takes place during a use of a building, or example :

- when people are preforming a self move,

- when people carrying suitcase, large packages, strollers,

- when other contractors or movers are using the stairs back and forth carrying tools or large items

- other deliveries taking place ups, sleepys ikea and such

- the allegation and prescriptive of a client, [redacted]intended regarding harsh psychical work against highly trained and high athletic psychics that this crew sustain - cannot be indication of true events , for the fact that both client and [redacted] did not take place of the psychical challenge of the move as you mention above.

- we don't really see a way to confirm that these damages were done by us or were there before the move

- the tone of this email and requesting payment of a gigantic figure of over $3700 immediately without consideration of our company or other appraisal - will not be approve on our part

- we will continue with the same agenda if insurance investigation will be taking place"

14. Customer requested Building [redacted] to provide letter that can be presented in small-claims court if necessary, stating their statement of the facts. This was received by Customer on August *, 2014.

"August *, 2014

Dear [redacted],

Our hallway at [redacted] was renovated in April of 2010. Since then we have had our [redacted], [redacted], touch up any minor scrapes bi-yearly as part of his normal workload.

Since the renovation one tenant moved in and two tenants moved out above the first and second floors since 2010. Neither move required our contractor, [redacted], to do repairs. Only one move required our [redacted] to touch up the wall nearest to apartment 7, on the fourth floor. The damaged caused by Dumbo Movers was on the third and fourth walls of the hallways and stairwells only, no carpet damage.

Our [redacted] is always present during moves to monitor the movers. His job includes telling the tenant and the movers when they are unprofessional and causing damage. During the move by Dumbo Moving [he] asked several times for them to work together, be mindful of the walls and at one point to stop because of the damage they were causing to the walls.

Dumbo Moving was required, as all companies engaged to work in our building, to name [redacted] in their liability insurance coverage expressively for damage to our property or person. We have submitted the invoice from [redacted] for $3,783.41. This work is complete and paid in full by Renwick Reality to [redacted]. Please have Dumbo Moving submit a check for $3,783.41 to [redacted] .

Sincerely yours,

[redacted]

[redacted]"

16. Customer filed complaint with Revdex.com of New York on August *, 2014.

17. Customer also filed 1-star reviews on online review forum [redacted] warning others to be careful of DUMBO's services, on July [redacted], July [redacted] and July [redacted].

18. Customer also began dispute of all credit card charges by DUMBO.Desired Settlement: Customer desires DUMBO to

a) send check to pay contractor's repair invoice of $3,783.41, payable to [redacted] (building [redacted]) of [redacted], [redacted]

b) refund all services charges to Customer totaling $550.00 to defray costs of repairing damage to personal furniture. This can replace, rather than supplement, the $250.00 settlement checks previously sent but not yet deposited by Customer.

Business

Response:

We deny them the damages was not done by dumbo moving

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 Business once again denies that damages were done by their personnel, despite at least two witnesses (business [redacted]vising the move, customer, plus live-in [redacted] familiar with building before and after the move) willing to swear in a court if necessary that the damages were done by DUMBO's personnel during the move in question.

We provided photographic proof of the damages to DUMBO the same day they were caused, and DUMBO acknowledged them.

However, DUMBO only denied them until seeing the invoice from the contractor tally $3,783.41.

Sincerely,

Business

Response:

Again we do not have proof at it was dumbo who did it.

The last offer will be $500

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:

Business claims that they do not have proof, despite us already providing it to them (per prior emails, 3rd-party letters and statements provided directly and through Revdex.com).

Business' last offer for $500 is insufficient to cover the more than $3,700 it cost for a 3rd-party contractor to repair the damages the Business caused during the move in question.

Sincerely,

Review: This was my review on [redacted]. Others have experienced the exactly same experience as we did. I believe they also pay people to post reviews on [redacted] to give themselves a high rating and continue to rip of customers.

I laughed when I read [redacted] review b/c it seems like he read my review prior to my writing it even (perhaps he read my correspondence with Dumbo Moving & Storage?) and reversed it. OPPOSITE DAY! Our experience in our move to Hoboken (what are the chances - [redacted] is from Hoboken!) was a disaster, 'shady', and our instructions were blatantly ignored which I could only explain by the fact that one of the movers spoke no [redacted] (the other two movers did so I have no excuse for them). These are the highlights (and next time I am going back to [redacted] -their movers seemed to know (were trained most likely) exactly what to do with each and every piece of furniture vs. Dumbo guys who seemed clueless. Unfortunately they were booked for July **, 2013)

First, when they arrived at our apt in Brooklyn, they smashed and scratched some of our walls - luckily we had paint on hand to do a quick fix as we would have been charged by our landlord for any dents/scratches on our wall. We then witnessed them moving our furniture without ANY precautions and ignoring our requests; all our mirrors were broken (unwrapped), our bikes smashed (both had to be brought into the bike shop) our dressers, nightstand and acrylic coffee table were dragged across the floor without even a blanket and even a modicum level of care and precaution was non-existent. The movers apologized by blaming the 'new guy' as it was his first day. When they were parking the truck in Hoboken on [redacted] they ran over a PARKED car and the police were called. The movers stated to us, that they were 'nervous' about the cops showing up as the 'new guy was an illegal immigrant' that shouldn't be working. I think this situation exacerbated the lack of focus on our move.

Both my husband and I have moved several times using other outfits over the last several years and have never experienced such gross negligence, lack of precaution (and lack of using moving blankets!) and unprofessionalism. We wrote to Dumbo Moving Company on August [redacted] describing our experience (after we wrote them we found MORE items they had destroyed as we continued unpacking) and requested a full refund (~$800) which wouldn't even begin to cover the cost of the items destroyed (in the thousands at this point).

Their response? An offer of $160 dollars for the 60cents per lbs general insurance they carry and the following response: "Since yesterday, I have received special instructions from the General Manager to specifically address your use of such terms as "shady business practices" and "illegal immigrant" in your earlier communication. Please be advised that the above mentioned accusations are false. Dumbo Moving and Storage respects your right to share your feedback on any of the platforms specified in your email. However, we reserve the right to hold you legally liable for any and all false claims and defaming comments towards Dumbo Moving and Storage and its agents. " ???WHAT?????

I responded: "Please communicate to the General Manager that said 'false claims' came straight from the mouth of one of your employees when they were concerned/nervous about the police showing up to investigate the moving truck running over a parked car with the presence of an 'illegal immigrant' working with them. His words. Not mine. I would not jump to such a conclusion and frankly it made us incredible uncomfortable to be put in a potentially legally grey (i.e. "shady") position as you can imagine. Let's be clear; this situation was not racial or any other type of 'discrimination' on our end of your movers. We treated your movers kindly, brought them [redacted] and tipped them well."

So my ultimate take-away is that this outfit does not provide professional service and uses 'insurance' as a free pass for not taking appropriate measures in moving furniture. BOOK AT YOUR OWN RISK. 80% of our furniture being damaged or totally destroyed is not a one-off-freak of the universe accident or bad luck....its a the inevitable outcome of a lack of understanding of how to provide professional moving services (All our furniture was dragged without a blanket including all our broken mirrors, dressers, glass console table, side tables, etc!!!), gross negligence and lack of focus (did I mention they drove over a parked car and were dealing with the cops right out our door?). Now we have spent HOURS trying to get just the cost of our move back with our credit card company - next step is legal remedy!"Desired Settlement: $1000 (cost of the move+tip).

Business

Response:

In regards to the issues highlighted by the customer, our response

to the Revdex.com is as follows:

1- The

customer has repeatedly made slanderous remarks about the company which have

evolved throughout the course of the claims process to better fit with the

accusation made. Most recently, in regards to one of our customers named

“[redacted]” who posted a positive review of our company on [redacted]. The customer

expressed surprise that [redacted] is also from Hoboken, and she is accusing us of

bribing individuals to post positive reviews on [redacted]. She/he goes as far as slander and accused us of letting other people read her claims mail and post

the opposite of it. This is unacceptable, as Dumbo Moving is a successful

company that does not resort to bribery – and it is outrageous that the

customer would assume we do, and post it publicly. As for the customer’s

surprise that [redacted] lives in Hoboken too, we would like to inform her/him that

the population of Hoboken alone exceeds 9 million people, and that we move hundreds

of people on a weekly basis, and although surprising to the customer, sometimes

customers live in the same area, especially one so densely populated.

2- The

second remark was that the customer “overheard” that one of the crew members

was an illegal immigrant. Dumbo Moving would like to assure the customer that

we do not hire illegal immigrants, and that all employees are legal residents

of the United States and posses Social Security Numbers. Upon speaking to the

crew, they stated that they said that he is an immigrant that does not

understand [redacted], not that he was illegal. Due to the fact that this specific

crew member does not speak [redacted] very well, he was alarmed that he would not

be able to speak to the police properly and explain in [redacted] as a witness. We

are not sure why the customer keeps repeating this, so we will repeat that all

our employees are authorized to work in the United States, despite what she/he

has heard.

3- The

third remark was that we operate with “shady business practices”. We would like

to point out that this is another form of slander. We would like to know what

she/he perceived as “shady”. We operate legally, in all aspects, guaranteed.

In regards to

the customer’s claim, [redacted] is known for its credibility. A simple [redacted]

will uncover hundreds of blogs and reviews in regards to its algorithm-based

filtering system. In addition, when specific wording is used in some reviews,

they are removed due to violation of the terms of use. To conclude, [redacted]

filters are incapable of emotion and are based on mathematical algorithms, and

therefore cannot be biased or manipulated in any way. When an individual is

allegedly utilizing multiple fake accounts in order to post negative reviews,

we cannot be held responsible for why their reviews do not show up online.

We offered the

customer more than what they are entitled based on the insurance option they

have chosen for their move, which was the basic free insurance of 60 cents per

pound, per article. All e-mail correspondence and concerns were handled with

respect to the contact they had signed and agreed upon.

To conclude,

based upon the slanderous and complete and utter false public remarks which

cause damage to the reputation of the company, the refusal of the compensation

amount offered which is more than what we are legally liable for, and the

aggressive nature of the customer to the crew, our internal employees

throughout our documented correspondences, we are rescinding the financial

compensation we offered to the customer and accept the customer’s repeated

threats to take this matter to a Court of Law, where we will fully cooperate

with our legal team in order to settle this matter.

Business

Response:

We would like to

reiterate the following facts:

1) Dumbo Moving employs its staff in

accordance with the requirements of the US Department of Labor and operates in

accordance with the regulations of the US Department of Transportation. Both

agencies conduct audits of the company practices and have to date established

that the company operates in compliance with the law.

2) Dumbo Moving is

committed to transparency and neither solicits good reviews nor conceals bad

reviews posted online. We believe that it is the right of one consumer to post a

review, and the right of the other consumer to see the reviews available online

and make their own judgment as to their truthfulness and objectivity.

3) We have originally

processed the customer’s claim for damages regardless of the fact that they

have used false allegations and aggressive language. The items not processed for

compensation per customer’s message were

a bike and a microwave oven. The customer has not provided visual evidence of

the damage, which prevented the claim for these particular items from being

processed. In our settlement offer we advised the customer to submit visual

evidence (pictures) of damage to microwave and bike in order to have the final

settlement amount adjusted accordingly.

4) We have then informed

the customer of the alternative ways of settling their claim for damages such

as submitting their claim to CSI Claim Service International or pursuing

Arbitration with the US Movers Association which can provide impartial third

party claim handling.

5) The customer ignored

the alternatives for settling their claim and continued to falsely accuse the company

thereby damaging the company’s reputation. We have stated earlier that we

respect the customer’s right to pursue litigation. We will fully cooperate and

provide the information required by the court in order to settle this case, including the information about the crew assigned for this move. We

do not disclose personally identifiable information on a public website.

Sincerely,

Dumbo Moving and Storage

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:

Review: We've used Dumbo Movers twice in the last 16 months. There will not be a third time. While they're friendly and helpful prior to the move, day of the guys who show up to do the work are neither helpful nor cooperative.

In August 2014 in Washington Heights, their truck blocked passage on the street and the driver refused to move the truck a few feet to allow vehicles to pass. This year, in November 2015, they nickle and dimed things they claim were not on the move inventory. Also, they showed up on time but ended up being an hour late because the company and the driver didn't call to let us know they were ready.

What was very problematic about the November 2015 move is the behavior of the staff and the inventory. The foreman refused to communicate and the movers used a lot of profanity. While we completed an inventory for a two bedroom apartment, there were items we didn't want moved but taken to the recycle area and a few small items that were not in inventory. They refused to move the items to recycle unless we paid an additional $100 and the small items unless we paid an additional $118. It amounted to extortion as we had to be out of the apartment on November **. The small items were:

- Small mirrors (2)

- Box (1)

- Small Plant (1)

- Small trash bag with comforter (1)

- Small trash cans (2)

Overall, a very unprofessional company. Would recommend you look elsewhere for a move in New York City.Desired Settlement: Refund $218

Business

Response:

we moved before and the customer had 62 pieces - a year after the customer mention that they will have only 46 pieces and that the rest of the pieces that they had before will not move. even though most customer are usually accumulating more in course of a year specially a couple moving to a new location that usually result in larger inventory, we followed the customer guideline for less items - movers arrived to the location at 7 am as agreed the building management allowed for the mover to get upstairs only at 8:30 - at 7:45 we received a phone call from the customer's boyfriend which was not present asking where are the movers, while [redacted] (the customer) was informed that the movers are waiting and this might involved in extra charges for waiting /delays charges - the customer had a bed which was not a part of the previous move ( last time we moved a full bed - this time was a queen bed drawers and storage under the bed) - we mention the customer that this might involved with extra charges for furniture handling which is mentioned on the terms and condition. when the movers started the move the customer asked the movers to move items that are not on the list to the disposal area (14 pieces) and agreed to pay $100 more, however we received a phone call from the boyfriend that the movers are refusing to move the items to the disposal area - the boyfriend was not present - we called the movers and the customer at the move - they both agreed to pay the $100 as agreed before the boyfriend phone call - the boyfriend still refused to pay - after more phone call the boyfriend agreed to pay for us to move the items to the disposal area - after that was done - the customer ([redacted]) requested us to take an additional 19 pieces to the neighbor apartment which result with additional $118 more - the same refusal and negative approach was given from the boyfriend - the kept the crew without charging for waiting/delay time for 45 minutes as we were negotiating and dealing with the customer till the customer agreed to pay extra.during the move the customer was threatening the company that he will post a bad review on yelp and contact Revdex.com and dot if we will not accommodate him more ( meaning doing all these extra services for free).- all charges are clearly specified in all of our quote at the terms and conditions - during the move there were over hour and half of waiting and delays that were not caused by the movers and customer was not charged - the bed needed special attention and assembly and we didn't charge for that as customer service - all phone calls are recording confirming that [redacted] agreed to the charges - all signatures are confirming that [redacted] agreed to the charges and terms and conditions - customer sign online for terms and condition - customer received from dumbo moving 8 emails with dumbo policy and the terms and condition through out the 2 moves this year - phone recording of customer threatening to dispute the charges for services that were completed by dumbo moving as agreed on the contract - phone recording of customer threatening to place bad review, Revdex.com and dot if not accommodating more and give these extra services for free

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:

[Your Answer Here]

The company is dishonest.1. If they recorded the calls, they did so illegally. There was no mention at any time that calls are recorded.2. They delivered 25 containers to move but only 16 were used.3. The movers were allowed by building management to begin the move at 8:00 AM and not at 8:30 AM. Nonetheless, there was no communication from movers to customer that they had arrived at 7:00 AM.4. There were 19 additional pieces. There were 7.5. The items we asked the movers to take to the garbage were part of the move inventory.6. The owner of the company refused to take phone calls to resolve the disagreement.7. Given [redacted] had to be out of the old apartment that day, the movers insisting in additional charges amounted to extortion.8. [redacted] is not [redacted]'s boyfriend. He is her business partner.

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

Sincerely,

Business

Response:

1.when the dispute arise we informed the customer that the phone calls are recorded 2. according to the movers all plastic bins were used at the day of the move, the customer never mention this concern before during or after the move, this is the first time we are introduce to this matter - after the movers picked up already the platic bins on 12/* 3.customer received a txt message that the ETA is 7:00am - we received a phone call from [redacted] at 8:15 asking where the movers are - the super informed the movers that the access to the elevator Will be only 8:30 am, even from the customer statement above, there is an acknowledgment that the movers arrived and couldn't not access 8 or 8:30 - at least an hour was a delay that was not caused by dumbo moving 4.[redacted] confirmed over the phone that there were 19 extra items 5.[redacted] and the movers confirmed that the items needed to go to the curb are additional as we described that we moved these items recently on a move that took place couple of month prior 6.[redacted] demanded to speak to the owner. it was explained to [redacted] that every department has a representative and a manager - sales, operation, marketing, claims and more - any issue related to the company need to be address to a specific department.Stephan took the liberty to email the owner - as the owner replied to the email - [redacted] was using foul langue and threatening in order to get refund and free services. Evidently, customer service and negative feedback is not something your company is concerned with. It's avoidable. It just takes a phone call. ... he is free to call me Anthony c[redacted] the claims manager here at dumbo moving at ###-###-####.. from 10 am to 7pm from sunday to friday

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,