ComplaintsforModern Moving

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The company picked up our furniture on April 17, 2024, and moved it to a storage facility. They then delivered it to our home on April 27, 2024. We noticed significant damage to many of the pieces (see attached pictures and claim form), most notably the Paradigm Monitor 9 v5 speakers that are over $1000. Contacted the company repeatedly to file a claim. 1 email and 3 calls later, someone finally sent me the claims form. I completed it on June 7 (day after receiving it) and still have not heard back from anyone. ********************************* had said someone would get in touch with me but no one has and he is not returning my emails. Please help!

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Modern Moving charged me for supplies (their movers did not have any supplies), they didn't have the right size truck. They were 7.5 hours late. They caused damage to my master bedroom set (top of dresser scraped, ends of night stands damaged and footboard/headboard scraped dinged up in transit as they had no supplies to wrap/protect them. I was charged for $68.00 supplies when there were none, this should be refunded. My movers are 7.5 hours late. I was told the truck would be placed at their secure location, it was brought to one of the movers homes. Walls were dinged up at delivery (I fixed myself). I shared with ********************* the issues and damage. His response was Ill have the men fired. The men did what they could with the lack of supplies given. ********************* and someone named ****** who he advises handles issues have not responded to my request to refund the supplies and provide a claim form for the damaged furniture. I called him after waiting almost a month for a response. He advised he would not respond to my email as he doesn't do that, as I tried to explain ****** doesn't either, he hung up on me. ********************* gives an excellent sales pitch but does not deliver and is not willing to be accountable for the lack of delivery for the service we paid for. I am asking for the supply charge to be refunded as there was one and a claim form which frankly they will pay only 60 cents per pound of furniture. More importantly, I do not want anyone else to be taken in by ************************* false promises. None of what was sold to us, occurred other than we ultimately got our furniture to the new house and only because the contractors who arrived felt bad for us. ****'s answer to us, well fire the guys. Not OK. The men who arrived did what they could. They claimed they didnt even know about the job until an hour before they arrived, which was 6 hours after they should have arrived.

  Business response

  04/14/2024

  This move was contracted out due to an emergency with the ******* of the original crew. **** notes in her statement that her movers were contractors, so she was aware they were not Modern Moving staff. The issues from the move were caused by the contractors, but we hired them so we take ownership of the issues. We will not be contracting with them in the future. The things **** and **** discussed during her estimate, are indeed what should have happened on her move. We apologize that this was not the case. However, **** cannot help her in any way. **** should be speaking with ***** at Modern Moving when she calls or email him: *******************************

  Customer response

  04/15/2024

   I am rejecting this response because: We were not informed contractors would be sent to our home. We were told professional Modern movers would be sent and arrive at 9am. We were told there was a delay and when the men arrived ultimately at 3;30, they informed us they didn't even know about this job, were surprised they were only given a 16-foot truck, had no supplies and that one of the guys with them had never done a move previously. I was told to reach out to ****** during the day. Her phone number did not have a voicemail, it only dropped when answered. When I reached out to **** to explain our frustration and explain how the move went, he said I needed to tell ******. I asked him to have ****** contact me. She did not. I emailed ****** and ****, and they did not respond. I called **** to follow up and he hung up on me. This is the first I have been told to speak to someone named *****.  Telling me I have an issue with the men they contracted to do our move is another example of this company's lack of accountability. The men who arrived were not set up for success; they attempted to make the best of the situation considering wrong size truck, no supplies and timing of arrival.  My bedroom furniture was damaged because they did not have supplies provided to them by Modern Moving who I paid for this move. I requested a claim form for the damage, have not received. I requested reimbursement for the supplies these men were not provided, and I was charged for.  I will reach out to ***** as they have noted but want to make it clear Modern Moving: specifically, ****** and **** who work for the company sold me a service they did not provide.  I am simply reimbursement for the supply charges both on the day of pick up and day of delivery. Neither day did the men have any supplies to ensure the safe transport of our property. I would like a claim form for the damage to my bedroom furniture, this was requested and yet to be received. 
  
  
  

  Business response

  04/16/2024

  ***** will be able to provide you with a claim form and address your issue with the $68 for supplies. As previously stated, a subcontractor was used due to unforeseen circumstances. I apologize if that was not communicated to you prior to the arrival of the crew. I cannot speak as to why they told you the things that you state they said. I can tell you they were aware of the details of your job and what was needed to successfully perform the tasks. As previously stated, Modern Moving IS owning this issue because we hired the subcontractors, and as **** stated they will NOT be used in the future. Additionally, upon review of your multiple recorded calls with ****, in which you screamed at him, out of frustration, he did hang up on you. This is NOT how he should have handled the situation. He was correct in stating that he could not help you, nor did he schedule your crew or have any control over who was sent to your jobsite. I am not sure why you were having phone issues and problems leaving a voicemail. I did not reply to your emails nor make you any promises as I am on a leave of absence. I will periodically check my email, but I will not be back in the office until June 1.  

  Customer response

  04/17/2024

  I am rejecting the response:  If you have a recording, please do listen to it. You will hear I calmly shared our experience with **** & **** advised he would have ****** call me to discuss and provide a claim form. After patiently waiting weeks to receive a call or response to my email, I called the office #, **** answered & when I calmly asked him why I had not received a call or reply to my email, he replied "I would never reply to an email, its afterhours" & then hung up on me. If service to your customers is important it seems he would not have hung up on a call, he answered at 5:30pm.  It is the lack of response & follow up to my concerns & the tone in the BBB responses that feel adversarial & is demonstrative of your business culture to ignore customer issues.  If ****** is on leave, why would **** inform me he would have ****** call me or minimally ask someone in position to respond to follow up? Sadly, only upon being required to respond to this BBB complaint have I received any response and sadly they are not service oriented. Regarding someone named ***** who I am only now being directed to reach out to, I believe its noteworthy to mention, on the day of our move a man named ***** working in ************ called me after I reached out asking where the movers were & advised the "*******" for our job was dealing with "the drive by shooting death of his niece from the night before". I extended my condolences & waited to hear what we could expect. At noon, I called him for a status & he advised that ******* was now at another job but could be to our house at 3pm. At 3:30 that man arrived & seemed dumbfounded when I extended my condolences. If your company needed to shift gears, full transparency would have been appreciated; your hiring contractors to accomplish our move does not alleviate your obligation to the service your company agreed to provide, failed to disclose to us was occurring and took payment for.  

   

  
  

  Business response

  04/17/2024

  I have reviewed the recordings of your interactions with ****. Despite his attempts to assist you, you continued to badger him and make demands, even referencing your past management experience at Target. **** politely asked you not to be rude and informed you that he would have someone contact you, although not on the same day due to it being after-hours. Despite this, you persisted in asking for immediate resolution.
  During your conversation with *****, he explained that he had another ******* available for your job, who was a contractor, NOT the ******* with the family emergency. This contractor was the only option for your move, as rescheduling was not possible.
  It is important to note that we are not obligated to respond to messages sent to the BBB; however, I am addressing this as your messages were redirected to me. Our initial response contained all the necessary information for resolving your concerns, yet you continued to reply instead of contacting ***** directly for a claim form and $68.
  We acknowledge that there were communication gaps, as our staff work in different locations, leading to your concerns being overlooked. We will strive to improve our communication processes to prevent such issues in the future.

  Customer response

  04/18/2024

   I am rejecting this response because: I had two conversations with ****. 1 to inform him of the move, which was not adversarial in nasture by **** or me. He advised I would hear from ******. When I did not, I sent an email to both **** and ******. When I again did not hear back I called **** a 2nd time to ask why I hadnt recd a call or response to my email. Calmly again. **** rudely advised he wouldnt respond to an email and hung up on me. I was never asked to reach out to ***** for the supply reimbursement request or claim form for damaged bedroom furniture until your prior BBB response. I have been patient, complimentary of the men who tried to make our move as good as it could be with a 16 foot truck for a 4 bedroom home and no supplies that arrived hours after it was supposed to. ******, you have never attempted to talk with me but are defensive and accusatory. Even if I were to have been frustrated, it seems the business minimally could recognize how someone could be with the service rendered. At NO time was I told contractors would come to our home. I have no issue with who you hire, only that they are properly trained and provided the supplies they need. I am not sure why you deflect, rather than provide a solution such as let me send you the claim form and how can we process the $68 refund. I recognize you will not be able to do much for my damaged furniture at 60 cents / pound and suspect you will find a way to not even meet that contractual obligation. Your contractors are yours to tender any issue you have with. Payment was made to Modern Moving. Please have ***** contact me, I emailed him yesterday. ****** if you are on leave and this is not yours to work through, possibly ***** or other with authority to address the ask can step in and allow you to take your leave.  My comments are not stated angrily, simply matter of factly. 
  
  
  

  Business response

  04/19/2024

  For the 4th time, ***** can help you with both of your issues. Your continued responses here will not change that. I've reviewed all your interactions with **** and *****. Your tone and badgering were perceived as rude. While we understand your frustration with your move, it was directed at the wrong people.
  In your initial BBB complaint and other social media posts, you stated that your crew were subcontractors. This is contrary to your claims that you were never told this.  

  As contractors, they are expected to provide their own tools and deliver a high level of service, which unfortunately did not happen in your case. As a result, we no longer contract with them.

  I apologize that your move did not meet our standards. I have instructed my accounting department to look into the $68 charge for your equipment fee, and ***** will send you a claim form tomorrow. I believe we have addressed all your concerns, and there is nothing further to discuss on this matter.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  An antique mahogany end table was damaged by the movers when I moved on April 25, 2023. I was told they couldn't give me reasonable reimbursement, but would try to repair it. After several weeks I began calling about the table. Often I would get excuses why it wasn't finished, but more often I got voice mail and my calls were not returned. Finally on Nov 11, 2023 the table was delivered to me. It was ruined. It used to be a rich mahogany. Now it was refinished in a black, splotchy, sticky stain. It was so sticky it was unusable. I have taken it to a furniture refinisher who is trying to undo the damage for a cost of $1500.00 as there is so much work involved.

  Business response

  11/26/2023

  I responded directly to ****. I sent her pictures of her table prior to delivery showing it was not black. She has requested assistance in covering the cost of having additional repairs done to the table. I have explained that based on the coverage selected on her move, I cannot guarantee anything beyond the cash out for the basic coverage she chose. We are working on a resolution.

  Customer response

  11/26/2023

   I am rejecting this response because:
  
  As the picture shows, the table I received is black. 
  I did have a conversation with ******, but have not heard any more about a resolution. 

• Initial Complaint

  11/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The move happened on 9/15. The movers broke our desk. We submitted the paperwork to the company for a resolution and monetary value for replacement. After nearly 2 months and multiple phone calls for a response, they responded that they will not cover the expenses.

  Business response

  11/17/2023

  Thank you for allowing me the opportunity to discuss your concerns regarding your desk.
  As I previously communicated to your husband, ********, the desk is crafted from particle board, placing it in the exempt category as outlined in the "Articles and Property Exempt from Claims" section of the signed contract. I've emailed you another copy of the contract for your reference.
  Particle board items are inherently vulnerable to damage from movement alone, and our policy, in line with industry standards, excludes coverage for such damages.
  I understand the significance of ********'s desk, and I want to reassure you that we are here to assist and provide any necessary clarifications. If you have further questions or specific points you'd like to discuss regarding the contract or the move, please don't hesitate to reach out.
  

• Initial Complaint

  08/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  The original quoted move was half of what they actually charged me. They forgot furniture at my house and then charged me to go back and pick it up. They charged me for 3 men when I only had two. They broke my TV. Couldnt get a queen *** up the stairs! I called customer service several times. No answer! ******, the owner, argued with me on the phone about this. Terrible customer service, I was completely scammed by this company.

  Business response

  08/15/2023

  Your moving experience was not intended to be frustrating, and I apologize for any inconvenience you've encountered. Your move went over the initial estimate because when the crew arrived you were still in the process of packing and not fully prepared for the move. There was also a significant number of additional items that were not disclosed in your initial estimate or confirmation call, which added costs to your move. The items that you mentioned were "forgotten," were not overlooked but rather left behind due to the truck being full to capacity with your belongings. You initially told me you weren't asked if there was anything else to move. In a subsequent call I told you that the mover stated he had asked you if there was anything else and you pointed out additional items to move. You confirmed that he did, in fact, inquire if there were more things to be moved. You contacted me more than two hours after the move to inform us that you wanted the additional items moved. At which time I explained that due to the extra items not included in the original estimate, there were additional charges for this pickup.
  My voicemail message outlines my current absence from the office. However, I have personally reached out to my accounting department to ensure that you are refunded charges related to the third mover. A claim form for any damages was sent to you July 31, and we have not yet received your response. Lastly, all of our calls are recorded. At no point did anyone engage in an argument with you. I provided detailed explanations for the charges, and our conversation remained calm and professional. I escalated your concerns to our ownership team and launched an investigation into the circumstances of your move. I further discounted your overall costs and informed you of such. Please be assured that your feedback has led us to reflect on our processes to make improvements where necessary. If you have any further questions or concerns, I'm here to assist you.

  Customer response

  08/17/2023

   I am rejecting this response because:

   

  I will accept the response once I receive credit for being charged for 3 men when we only had 2 men.  This issue was identified during the move and its now 2 weeks later and I still dont have a credit to my account. 
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩