ComplaintsforMurfreesboro Movers

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/10/22 I hired Murfreesboro Movers to move from one home to another in Murfreesboro, **. The job was quoted by ***** at 5 and 1/2 hours to complete and $135 per hour with 3 movers for a 3-bedroom home which ended up being over 10 hours and double the quotes price when completed. We received a mailer for 10% off the move; we used the mailer for the discount and after paying, a few minutes later ***** called and left me a voicemail stating that I had underpaid the total amount and he needed to collect $142.00. He was told that we had a mailer coupon with 10% off but still insisted that I owed the $142.00.During the move and once delivered, we noticed several items that had been severely damaged, and the movers we asked to please be careful with the things they were moving. The damaged items are a bedroom suite (6 pieces), a wall entertainment center (3 pieces), a freezer with a large dent in the front, and a second freezer with a large scratch on the front. There was also damage to a railing on the stairs which was pulled away from the wall that going to have to be repaired. I have called, left 2 messages, and sent 2 emails with no return response received. I have added pictures of the damaged items. The company has yet to respond seven days later with any resolution.

  

  Business response

  12/19/2022

  When the customer called to book service, she did not mention the 10% off coupon. The coupon to which she is referring states the following: "Use this coupon and receive 10% off our already low rates. Cannot be combined with other offers. Limit one coupon per customer" The customer did mention the special on our website and received the special internet rate (which was a greater discount). The coupon rate would have been $14.50 more. Even though the customer received a contract on 11/29 with the rate, signed the contract on moving day promising to pay the rate, they presented the coupon (invalid due to the fact that it "cannot be combined with other offers.")

  After reviewing the call logs, there was absolutely no time estimate presented to the customer. They job was booked with a 5 hour minimum.

  After the job was completed the customers husband called back and was unhappy. He stated that he was quoted 5 to 7 hours. Again after reviewing the recorded call and all documents sent to the customer, no such "quote" or estimate was ever provided. The customer did mention a scratch in a dresser. He was then instructed to file a damage claim.

  When a customer books service, they receive a contract to view. The contract was sent to the customer on November 29. In this particular case the customer had the contract available to view 11 days prior to moving day. On moving day the contract was signed. The customer failed to abide by the terms. In an effort to be transparent and upfront, we place our damage claim procedures in the very first section of our contract. Below you'll find Section 1a of the contract.

  "(1) Section 1 of contract terms and conditions.
  (A) ******* agrees that in the event of damage, an electronic claim form must be completed and submitted within 24 hours of job completion. Damages to ********************** items are not covered. Contents of customer packed boxes are excluded from coverage. IN CONSIDERATION OF THE risk of injury or damages that exist while participating in non-insurable moving services, i.e. washer and dryer hook-up, disconnection or reconnection of plumbing parts water lines and **************** for refrigerators moving of any unboxed or items not damage protected such as electronic devices and/or "kitchen appliances", including, but not limited to: Televisions cable/satellite provider equipment disc player/recording devices, audio player/recording devices, gaming systems, surround sound modules, speaker systems and sound bars, microwaves and other such kitchen devices, disassembly or reassembly of any household goods, removal of any doors windows stair railings and furniture pieces including wall hangings or electronic devices attached to structure walls.

  Shipper assumes any and all risk and damages when asking our representatives to enter any unfinished or improperly lighted area; these areas include but are not limited to basements, attics, sheds and crawl spaces. Furthermore, representatives may decline entering any unsafe area.

  Standard valuation/Insurance at .60 cents per pound, per article as prescribed by law is included at no charge. Regardless of any claims that the Shipper may have, the ******* agrees to pay in full for services received. Forms at: ******************************************** The household goods carrier or party in possession of any of the property herein described shall be liable at common law for any loss thereof or damage thereto, except as hereinafter provided."

  So, based on the above contract information, the customer failed to abide by the terms of the agreement. They did not file a damage claim in accordance to the terms, they failed to pay the entire amount due. Any claim is not honorable due to failure to abide by the agreed terms.

  Additionally, when I checked the call logs to try to find any calls after move date, I was not able to find any. So, I cannot at this time answer to claim that calls were made.

  Customer response

  12/20/2022

   
  Complaint: 18596723
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled a move on Thur, Sept 15 and was advised that the crew would take necessary precautions to protect furniture during transport. Unfortunately, that was not the case, and several items were damaged. I immediately contacted ***** *******, who confirmed that his crew should have wrapped all pieces with quilt padding at a minimum and suggested that he'd need to retrain that particular crew. I filed a damage claims form the following day as instructed by ***** per the original contract and still have not received a resolution. The company is no longer responsive after claiming they'd send someone for repairs. I do not recommend this company.

  

  Business response

  10/17/2022

  Business Response /* (1000, 5, 2022/10/04) */ The customer's name in our records is *** ******. We need to speak to him concerning this complaint. I will address matters pertaining to this complaint with the BBB. I reviewed this claim and noticed the following: 1. The included coverage as stated in the contact was: "Standard valuation/Insurance at .60 cents per pound, per article as prescribed by law..." 2. The contract was made available to the customer on September 14, 2022 and was signed on the service date of September 15, 2022. 3. The claim form was not completed within the terms of the contract which states: "Shipper agrees that in the event of damage, an electronic claim form must be completed and submitted within 24 hours of job completion..." (Section 1, Paragraph 1, sentence 1) The claim was submitted after the 24 hours had expired. 4. The customer also included two items that weighed over 300lbs and clearly agreed to pay additional fees for items over 300lbs. After reviewing the phone call made prior to booking, the customer stated that they had nothing over 300lbs. They also asked what the charges would be if there were items over 300lbs (which leads us to believe that they were fully aware that they had items weighing over 300lbs.) 5. The customer sent a message through ******** asking about the claim. We indicated that we were going to be calling soon to have someone come to make repairs. The customer responded that that they did not want the items repaired but, wanted to be reimbursed. (Which leads us to believe that their claim is frivolous and fraudulent. We have not yet determined whether or not to turn the matter over for further investigation.) 6. Since the claim was not filed in accordance to the terms within the contract, we are under no obligation to honor any claim. We would like to speak personally to the actual customer listed on the contract, *** ******, so that details of this claim can be further investigated and discussed. We would like to have *** ****** contact *** at: XXX-XXX-XXXX and we will try to resolve this issue. Consumer Response /* (3000, 7, 2022/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Is this a joke? I'm *** ******'s daughter who scheduled the move and coordinated with ***** ******* on the phone. He acknowledged that the items should have been wrapped in quilt padding at a minimum, which didn't happen and hence, the reason for the claims damage. Had your crew followed standard protocol, this wouldn't be an issue! I submitted the claim well within 24 hours on Fri, Sept 16 after awaiting a response for instructions to locate the form. As I already explained to ***, the hutch was transported in two separate pieces, but the combined weight is approx. 312 lbs, and I indicated in my initial phone inquiry with ***** that a refrigerator was included in the move. So extra fees wouldn't apply. Yes, I did prefer compensation, but after *** pushed back, I conceded to repairs...after which he stopped responding. I've attached the full chat transcript from ******** and the claims form for reference. I'm not a liar or a scammer and don't appreciate the implication! Business Response /* (4000, 9, 2022/10/05) */ The job was completed at 2:55pm. The claim form was sent at 3:39pm the next day and not within the agreed time frame. The customer had all the paperwork on the day of booking and the damage claim policy to which was agreed upon by signature of the contract was in the very first section and started in the very first sentence. With that being said, we would still need to speak directly with the customer of record and we would be glad to work toward a resolution.

• Initial Complaint

  08/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We hired Murfreesboro Movers to pack and move us locally July 30, 2022. Several items were damaged which was not filed as a claim bc they were irreplaceable and was not valued immensely. Although, a bookcase in my husbands work home office was punctured through in two places In the back. It is not fixable. I filed a claim as suggested within the proper time period and have not received any communication back. Phone calls, emails, voicemails are not getting a response after multiple attempts. In addition to, they requested cash or would be charged an extra 4% on thousands of dollars to use a credit card. The lack of communication is not acceptable nor am I getting compensated for the damaged piece of furniture.

  

  Business response

  09/06/2022

  Business Response /* (1000, 5, 2022/08/29) */ Prior to receiving this complaint from the Better Business Bureau, I sent an email to the customer explaining some extenuating circumstances that have led to the delay in resolving this matter. I did indicate that we would be in touch soon to try to remedy the situation. Consumer Response /* (3000, 7, 2022/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) On Sunday, Aug 28th approximately 9pm, I did my review on ****** and filed a claim with the BBB about our experience. Less than 12 hours later on Aug 29th approximately 4:30am I received a text message to check my email where a pretty lengthy explanation of extenuating circumstances was the reason for the total lack of response to multiple attempts via emails, voicemails, and phone calls. It is difficult to accept as many most recent customer reviews shows the business was operating as usual servicing multiple customers in which communication is required in order to proceed. As stated in the email, I am willing to see how the business will respond to make this right as this response does not imply how it intends to do so. Business Response /* (4000, 10, 2022/08/31) */ Early this month, my son and business manager *****, fell and broke both of his arms. He wears many hats and his absence in the office has hindered us from performing at our best. Two of our Crew Leaders were out with Covid. Additionally, my 90 year old aunt, that lives with me, broke her leg, was hospitalized on August 2, is now in rehab and also contracted Covid. ***** returned to the office this week, and we have been able to address Mrs. ********** concerns. As a family operated business, we work hard to please our customers and address concerns promptly. Unfortunately, as a family operated business, issues within our family have impacted our business. Although the insurance coverage only guaranteed a minimal payment of $42, we have purchased at our full expense a brand new bookcase totaling over $900 due to my inability to resolve this matter before now. Consumer Response /* (2000, 12, 2022/09/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) The business promptly reached out and communicated as said. I appreciate very much the efforts and wish the best for the future success of this company. Thank you!

• Initial Complaint

  08/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ************ Movers moved my family into our newly constructed home at 617 Dallas Court ************, ** XXXXX on Friday, May 28th, 2021. During the move, I noticed several large deep scratches on our hardwood floor due to sliding furniture and/or the metal on the dolly. I immediately notified the lead mover who explained I needed to file a claim and call ***** ( I assumed the owner or his supervisor). I spoke to ***** by phone who explained the directions to file a complaint were located at the bottom of my contract. I filed a claim on the evening of May 28. I contacted ***** on Tuesday, June 1, 2021, and he confirmed he has received my claim. He stated he was awaiting information from the insurance company. On June 22, I exchanged text messages of the damage to the floor as well as sent email pictures. ***** stated he couldn't find anyone to fix it. Last communication was August 10, 2021. ***** has ceased responding.

  

  Business response

  08/31/2021

  Business Response /* (1000, 5, 2021/08/31) */ We have attempted to contact numerous flooring companies (beginning from the time this happened). So far we have not found a company that is willing to go by and estimate or repair the floor. We are waiting to hear back from some companies that we have left messages with. As soon as we hear back or reach someone capable of repairing, we will work to remedy the situation. Consumer Response /* (3000, 7, 2021/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) My floor remains unfixed and they have not contacted me by phone, email, or text with a plan. Simply stating, "we cannot find anyone to fix it" is simply unacceptable. They are insured. Their insurance company should be handling this process. Business Response /* (4000, 9, 2021/09/15) */ We have contacted the customer and are making arrangements for repair. Business Response /* (4000, 20, 2021/11/03) */ The response from Mr. ******** dated 10-19 states that he has nor heard back from us in a month. I actually spoke to Mr. ******** on the 16th. Visited his home to personally assess the damages on the 18th. When I left the 18th I was awaiting the stain color. On 10-15 we corresponded by text. At that time I was given the stain color and I offered to complete the repair. The customer indicated that unless I had "extensive experience repairing hardwood" that he would have concerns. I did let him know that I have repaired hardwood floors, though I could not claim "extensive experience" He reached out to me on the 2nd of this month, and had found someone that responded to an inquiry about service. I have contacted the company that he sent the inquiry to. They stated that Murfreesboro may be too far our of their normal service area to provide assistance. After further speaking with this company, I am awaiting to hear back from them. I will be updated Mr. ******** today. I have also received a list of some other companies that came from the ***. We will be reaching out to them. Again, I did offer to come to make the repair myself and I certainly understand the customers concerns. We are still at square one. We initially had companies that said that they couldn't respond for five weeks. We re-contacted these companies within hours of our initial conversation and a day or so later to schedule and they ignored our calls. Consumer Response /* (3000, 23, 2021/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Just more of the same. I have submitted an insurance claim. I should not be the one calling around attempting to find someone to fix my floor. The respondent is correct, I don't want an owner of the moving company repairing my floor. The floor is brand new and needs to be professional repaired. The owner of Murfreesboro Movers is incorrect in stating he is incorrect in stating he didn't wait a month before contacting me back. His repair guy no-showed on September 16 and I didn't hear from anyone until October 16th and i had to reach out to them. He came to my home on October 18 and offered to make the repair. I am happy to provide emails, text messages, and phone logs if any of my statements are in question. Sept. 16 to Oct18, I have made an insurance claim and I am not sure why I am having to go through this hassle. Business Response /* (4000, 25, 2021/11/05) */ We have contacted multiple companies to attempt the repairs. Today we were finally able to reach a company that is Accredited with the ***, that will be meeting us at the customers home to assess the repairs needed.

• Initial Complaint

  08/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  7/14/2021 called and reserved a moving truck and 2 men to arrive between 8am and **** on 7/24/21 PAID $***** OVER THE PHONE TO RESERVE THE MOVE 7/23/2021 at ***** am I called to confirm everything was still on for the move for 7/24/21 7/24/XX X:XX am they called to tell me their truck broke down yesterday and we needed to reschedule the move to Monday 7/26/2021. I explained that the move HAD to happen 7/24 (today). We had no wiggle room at all. They hung up on me. ******* I called them and asked if they were going to be able to make the move. They said they were working on it and would let me know within * hr. I again explained that we had to make the move for my mother in law that day and had absolutely no wiggle room. He promised he would let me know within * hr. at **** I rented a****** and had to do the move myself. I called them and asked for a refund of the ***** and he said it would be in my bank within ** business days. IT STILL HAS NOT BEEN RECEIVED

  

  Business response

  08/12/2021

  Business Response /* (1000, 5, 2021/08/11) */ A $** prepayment is taken at the time service is booked. It becomes a credit on the final bill. The prepayment is forfeited in the event of a cancellation. I have not personally checked the call log and recordings. I will check into those and if a promise was made to refund the prepayment, I will do so. If I however find that the recording does not verify that a refund was to be issued, I will send a copy of the phone recordings to the Better Business Bureau for their review. Consumer Response /* (2000, 7, 2021/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was told on the phone that a refund would arrive in 7 to 10 business days. Therefore if the owner is being forthright, I will be issued my refund. He says if I was told that I would receive a refund he would do it. So if he stays true to his word and I receive the refund, I will accept it. I did not cancel the movers. I paid a deposit upfront and in good faith that they would have a truck and movers for me on the morning of the 24th of July. When I received a phone call at 728 on that morning the gentleman said the truck broke down and we had to move the move until the following Monday. I told him that is not acceptable and he hung up on me. As stated previously, I was flying out that afternoon and had to move my mother in law who we had been taken care of to an assisted living home. She could not be alone as she is ***** and has ********. That is why I booked the move for that morning. I called him back after driving to his lot and I told him I saw 2 trucks in his lot he said one was broke down and the other was for someone who booked it earlier than I did. I begged and pleaded for him to somehow cancel the other person and let us have the truck. He said he could not. Then he said he would see what he could do and promised to let me know with in 1 hour. That was at *******. When I didnt receive a call back by ****, I found a truck thru ***** and rented it and hired 2 other men to help. Then out of the blue I got a text saying his truck would be coming to my home at in 6 minutes. That text was sent at********* at ****, there was no truck. I then called him and requested my refund and explained that I rented a ***** since he didnt contact me back saying he could do it within the 1 hr he promised. I couldnt take a chance and not get the truck at *****, it was the last one available. It was a Saturday and they are usually booked well in advance. When I called back on August 5th to let them know the refund had not been put back on my account, I was told that it takes between 7 and 10 days. It definately has been over 10 days now and there still is no refund. Again, to reiterate, I did not cancel the service. Murfreesboro Movers called me at ******* on the morning of the move and told us the truck broke down and we had to reschedule for Monday. I rented the truck for the 24th and only the 24th. Monday was not an option. I have a detailed recorded log of each contact/call/email that I can submit if needed. It is being submitted into record with my cell phone service provider . I had to order and pay for it and it will be ready on the 16th. Thank you so much for dealing with this. I am just sorry that it had to come to a complaint like this just to get back what is rightfully due.

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