ComplaintsforMarathon Moving Co.

• Initial Complaint

  10/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Marathon did not deliver the additional services per their estimate/contract that caused us to choose them over other companies. They stated: ************** your home in ****** including floors - walls - door jambs - etc.;" This was not done at pickup or delivery and when we asked about it the drivers said it's not something they do . Support and customer service was lacking once we had committed to using them and it was nearly impossible to get ahold of them on the day of pickup to try to address these issues. Many of our boxes arrived at the destination with damage, with about 90% of the boxes marked as fragile arriving crushed.

  

  Business response

  10/25/2021

  Sorry to hear that we have a dissatisfied customer.  The sales person did say that  we would pad and protect the walls.  However, it is the furniture items that are padded to protect the walls from damage not the actual walls.  Padding walls would require  affixing pads to them which in itself would cause damage.  We have had the sales rep correct the wording to not confuse future shippers.  However, Any household damage that is caused by our moving team is 100% covered, and we did offer to send a repair person when the household damage was reported to us.   The customer informed us that the household damage was very minor and to not bother to send a repair person.  The customer was provided the sales rep's ****** and cell, our main ****** number and a dedicated Move Coordinator for a point of contact who had attempted and documented several attempts to return move day calls to shipper However shipper did not pick up the phone when we returned his calls. For the crushed boxes or any other damage to household goods that we shipped, the customer would need to complete a claim form for review.  Crushed boxes, are only covered if packed by the move team. A properly packed box should not crush.  Marking a box fragile cannot, alone, guarantee that it will ship well. 
  

  Customer response

  10/26/2021

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have attached the original e-mail with the specific mention of protecting the residence. While it is possible that they may have updated their e-mails and estimates to reflect the fact that they no longer claim to "Pad & protect your home in [city name here] including floors - walls - door jambs - etc.;" this is not a simple mistake of claiming they protect things by wrapping the furniture in moving blankets. Every moving company I've ever used wraps all large items in moving blankets. The fact that it also mentions walls, floors, door jambs and other specific protection causes me to feel that this was not a mere oversight. Wrapping everything in moving blankets is also mentioned as a completely separate item in their emails, and in our discussions I specifically asked about this service. This was the primary reason I chose Marathon over other carriers even though their quote was thousands more. Whether or not damage was done to the residence is irrelevant, as this was clearly worded as a specific service and false advertising. As to the damage to our property, I am aware we can make a claim, we are still unpacking and documenting the damage articles. The day of the move we did not receive a call back from them until we were signing the final papers and everything was already on the truck. We had contacted our move coordinator, as well as our move consultant via their office lines and cell phone numbers and were unable to reach them directly. I have also attached my caller ID from that day. We do admit that we did not pick up the call, as it said it was coming from a different company and we had gotten estimates from nearly 6 different companies and assumed the call was from one of them. We even asked the driver while signing the documents if he had ever heard of "******* Worldwide *** Lines" and he stated he had never heard of them and it was not Marathon or their sister company Ray the Mover, so we did not pick up the calls as we were in the middle of the move and it was coming from an unknown number.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  12/16/2021

  We are sorry that you find our response unsatisfactory.  We have taken steps to let shippers know that we pad and protect as needed to avoid damage to your home and items.  We certainly do make every effort to keep our customers informed and satisfied, and regret that you feel we have failed that standard.  
  
  Tell us why here...

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