Complaints

This profile includes complaints for Murfreesboro Movers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Murfreesboro Movers

  239 Veterans Pkwy Ste C Murfreesboro, TN 37128-6440

  
• 

  Murfreesboro Movers

  7836 Old Charlotte Pike Nashville, TN 37209

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Many items were damaged in our move. We were told to file a report ( which we did) although they make it very difficult to file one because after being told we would be able to find info on their website regarding filing a report there was none. They dont return our texts, emails or phone calls concerning the status of our filed report and reimbursement for damages.

  

  Business Response

  Date: 01/03/2025

  We have not received a damage claim from this customer. We were aware that an item was damaged and the customer was asked to file a damage claim on-line. We referenced the damage claim policy in the contract to find the website to file the claim.

  The customer received an estimate 19 days prior to the start of their service. When an estimate is sent, it contains the contract for *************** In the first paragraph of the contract, our damage claim policy is noted. The contract that includes the damage claim policy is signed and agreed to prior to service. So, all of this information was received by the ********** days prior to review.

  We cannot process a claim that we have not received. Per the contract, "Standard valuation/Insurance at .60 cents per pound, per article as prescribed by law" is the coverage.

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22744728
  
  I am rejecting this response because:
  Multiple emails were sent back and forth from us and *****( the owner) with documenting pictures and documenting that the claim website was non-functional. ***** stated he would submit the claim for us because the website would not work. We have records of all this documentation. More than one item was damaged. This was done within the required timeframe of an interstate move.

  we have made multiple attempts to contact ***** concerning what is going on and he refuses to respond.

  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 01/07/2025

  There were no emails sent directly to *****. After reviewing communications, I was able to find correspondence in our CRM. The customer did attempt to file a claim. They sent screen shots. While the link was working, perhaps the page was too long and hid the submit button (I am not exactly sure). Based on the screen shots and the weight of the items at 551lbs, The coverage would be $351.60. We are willing to send an electronic form to the customer for signature and send a check for the covered amount.  

  Customer Answer

  Date: 01/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:12/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Murfreesboro Movers did a terrible job moving my furniture from ******** to *********. A two bedroom condo took them 11 hours to move. They damaged approximately 50% of our furniture. Many pieces were racked causing hardware to be pulled loose and wood to be destroyed. A marble table top was destroyed. The painted furniture has various gashes, scrapes and missing paint. Most of the furniture was drug across cement sidewalks, causing problems with the feet and how the pieces stand. For some reason they dragged a piece of furniture upside down, ruining the finish on top. They also put holes in the wall of the condo common hallway, damaged a fire exit sign, and gouged serious scratches in the floor of the service elevator. They did not have the equipment or skills needed to do this job. Three movers had three two-wheel dollies, a partial roll of cling wrap, and a small pile of moving blankets. They had no tools with which to disassemble/reassemble furniture so we had to do this ourselves. They had no four-wheel furniture dollies to move our large/heavy items. I would never hire them again!

  

  Business Response

  Date: 12/18/2024

  When the customer booked service she received the contract with the terms of the service. Included in the contract were the policies for damages. The customer signed the contract on the date of service. When signing the contract the customer agreed to the terms. The terms state that a damage claim must be filed and the process in which to do so are contained within. The customer has not filed any claim for damages. The Crew Leader also mentioned to the customer that she would need to file a damage claim.

  The customer did communicate that she was unhappy in a conversation with a manager. Although when asked for details, the customer did not provide any. So, in this situation we have an unhappy customer and did not have any details provided through conversation or through the filing of a damage claim. We are sorry that the customer had an unhappy experience with our service.

  The eleven hours of service is in line with the distance and volume (about 2500 Cubic Feet).

  The customer is welcome to file a damage claim and it will be processed or, we can offer the customer credit/refund of 2 hours. Again, we are very sorry that we were not able to please the customer.

   

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I selected Murfreesboro Movers to assist me in a move from one apt to another in my same apartment complex. In the move, the movers damaged my items, one being a mirrored glass 65in fireplace tv stand. The other items included a broken HP monitor. Due to a safety concern, the movers shrink wrapped the tv stand as the glass had been shattered and said that someone would be back to pick it up. Since then, I have made numerous calls with the action from the business. The move was completed on 6/14 and the damage claim made <24 hrs later on 6/15. It is 6/27 and still no answer from the business nor their insurance company. I have a 2yr old grandson that keeps trying to pull the shrink wrap off making this situation unsafe. I cant remove the items until I have word from someone in case they need additional pictures. I submitted the damage claim with proof of purchase from Amazon.

  

  Business Response

  Date: 07/03/2024

  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..."

  This claim has been reviewed. I had already spoken with our customer concerning this claim. The damage claim process was explained to her in detail. While the damage claim was filed in a timely manner, one of her claimed items is not eligible for coverage and she signed a waiver to that fact. All of our work orders contracts and waivers are made available to customer once they are sent an estimate for service. This particular customer recieved that on 6/7/2024. Her work order and waiver were signed on 6/14/2014. The waiver states in part"...Moving of unboxed or items not damaged protected....including electronic devices....televisions computer monitors ect....Signature waives any liability or claim for damage. 

  The other item claimed for damage we are willing to accept as claimed damage and offer the prescribed amount in the signed contract, which states, in part, "Standard valuation/insurance at $.60 cents per pound, per article as perscribed by law...."

  The filed damage claim states that the item in question has a weight of 110 lbs. We are willing for her to electronically sign acceptance paperwork and send her the contracted claim amount of $66.00, which is the coverage she agreed to when she signed the contract. 

  Customer Answer

  Date: 07/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as it is my fault that I didnt have the time to better research this moving company and their damage coverage. They definitely did not take care of my possessions as if they were their own. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 12/20/2022

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

• Initial Complaint

  Date:10/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:08/28/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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!