ComplaintsforMSN Logistics Group, Inc.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  all my furniture show up at destination broken

  Business response

  10/09/2024

  We are sorry that you decided to go with limited insurance which is free  and not purchasing full coverage insurance that is always offered and cost money ,you did not file the claim with us directly, you received compensation from the insurance company according to the damaged items you reported, we have no part in the calculation offered you more than the insurance advised us to pay .the (if you have *****lb move and just single night stand is damaged  you will not get $18000 for it).

  you are welcome to call the insurance company again and explain the damaged items, we Must pay the amount they agree with customer.

  any question please contact customer service at **********

  Customer response

  10/10/2024

   
  Complaint: 22380188
  
  I am rejecting this response because:

  i did not use my insurance company .  ************** send me to third party administrations to work with me. they offer me 84$  . and after  i rejected they offer me 50$.  And i can not replace/fix anything from my damaged items

  items they delivered damaged included :

  1 coffee table - broken glass

  2. Dining table  - damaged corner

  3 chair - leg broken

  4. bedroom with 2 nightstands  - damages all over

   

  i have proof of all damages  (photos)
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  From overcharging on pickup.... to zero communication in transit... to our items arriving weeks late... to having to call the police to break their extortion scheme upon arrival... to now waiting weeks to even receive the claim form to try and recover many many lost and broken items... this is by far the worst company I have ever had the displeasure of doing business with.

  Business response

  08/27/2024

  We will contact customer tomorrow again ,I wish they would contact us directly ,it would save time ,I am strongly believe they have our customer service number 

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Services from MSN Logistics started unethically with complete negligence of their moving responsibilities. Movers showed up 930p EST, I was leaving to go out of state the next day. ****** told me they wouldn't take my stuff unless i paid an additional $480 dollars when I was told the salesperson that I had plenty of room to add more items to the truck and didn't meet the minimum load size. I had no choice but to pay. Then upon completing all the documentation, the mover had all documents completed before i could look over them and was ******* me as it was late. The documents were filled out with x's in the spots i needed to sign including the insurance part. As a first time move across the country, I had no idea there were other options for insurance and was completely taken advantage of. They marked every single item of mine scratched on the their inventory form, some items were brand new and very well taken care, they marked SC with downward arrows the whole sheet. Zero communication the whole time they had my belongings, I had to call multiple times to figure out were my items were. This is where it got really bad. When the driver showed up to drop off my items, I HAD TO PAY AND SIGN THE INVENTORY SHEET BEFORE HE WOULD OPEN AND UNLOAD THE ****** My items came out of the truck absolutely destroyed. I had brand new end tables that were picked up by them covered/protected and came out of the truck uncovered and looked like someone took a hammer to them, a very nice ***** grill that was severely damaged with a huge dent through the ceramic protective coding, side table falling off and and missing the bottom pan which made it inoperable. A nice basketball hoop system that was broken making it not functional. Multiple boxes missing that had drills and tools in them. Another desk/table with scratches all over it, another item that was covered/protected when they picked it up and came out uncovered. Chairs ripped with grease stains. SEE PHOTOS.

  Business response

  08/05/2024

  We are very sorry to hear about your bad experience. We have not spoken to you about any issues. We are checking with the delivery company about what happened, and we will contact you with our damage claim company information. The only issue we have heard about is about your credit card charge back which you claim you did not receive any services from us when obviously you did. We will contact you shortly.

  Customer response

  08/06/2024

   
  Complaint: 22083903
  
  I am rejecting this response because: I did speak with them the day of the delivery as the items were being removed from the delivery truck. Called back the next day and they told me to send an email to ********************************** which I did. 3 weeks later after submitting my complaint, finally spoke with them again and it seems as if they are pushing this off to the delivery company and not taking responsibility. 
  
  Sincerely,
  
  *************************

  Business response

  08/07/2024

  WE talked to the delivery company; they took full responsibility. customer received our claim company information and i assume filing a damage claim, we offered customer $500, and he rejected the offer and went ahead with the claim. hope he will get the desire amount. the delivery company talked to customer yesterday and offered him $1200, as of now customer rejected the offer.

  Customer response

  08/09/2024

   
  Complaint: 22083903
  
  I am rejecting this response because: I believe there is miscommunication between you and the delivery company as they have not offered me $1200, or at least did not make that clear.  Please have them call me again. 

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

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired Interstate movers December 2023 , kept items in storage till April 2024, some of our stored items were delivered April 9, 2024. Many items were packed improperly and arrived destroyed. Boxes were crushed. Items marked this side up in clear lettering were upside down with broken contents. The delivery was very difficult to schedule and the delivery team was not skilled and were unprofessional. I moved many items myself for fear of further damage. The ******* did not allow me to review the packing list, took it from me as I was making notations of damage, and left with out me completing it. At this point many items remain unaccounted for, including the legs of a family **************, among many others. I have over 30 photographs documenting what is damaged.

  Business response

  04/11/2024

  We are truly sorry for the damages caused to your belongings. We contact ***** who was responsible to the move today around noon. there was no insurance claim filed, first time we heard about issue with delivery was from BBB. We guided ***** to contact us for the insurance claim. And were told she will contact the client and will contact us. our customer service number is **********..

  Customer response

  04/15/2024

   
  Complaint: 21554364
  
  I am rejecting this response because:

  The company doesnt pick up the phone.   They will not respond to my emails.  They wont reveal who the other middle men and logistics company were.  Many destroyed and water damaged items.  Avoid at all costs.  They should be criminally libel.  Ill be taking legal action.   

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

  Business response

  04/16/2024

  We are trying to contact customer., we are talking to *****, after try to contact him and she said that the customer is a busy doctor. We emailed today as well. Our phone number working very well, customer talked to ***** from our office yesterday. And he knows our phone number.***********).. customer did not filed an insurance  claim. Yet. We want to advise him how to do it

  Customer response

  04/17/2024

   
  Complaint: 21554364
  
  I am rejecting this response because:

  I did call, several times.  They finally

  answered the phone, put me on hold, transferred to someone who said to just file a claim.  And I will.  But at 60 cents a pound, because I wasnt give the option of full coverage, Im not anticipating any meaningful reimbursement for the 10s of thousands of dollars of damage to my belongings.  They were so carelessly handled.  Crushed boxes, water damage, missing irreplaceable items.  Its not ok.  Its not acceptable.  Its criminal.  They think they are above the law but they are wrong.  Class action law suit will be filed.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Similar to other complaints, Best Quality Movers, DBA MSN Logistics was hired to move my furniture across the country. I had to be out by a certain date in which they were informed. The day of the move date, they called and said their truck broke down in AZ and would be a day late. This was unacceptable as I was leaving the country and our contract specified a particular date. There was a truck that showed up with no sign indicating they were a moving company, very unprofessional. Due to the delay, I had to hire someone to be at my house while they packed me, As with other complaints, they forgot an entire room. I was quoted one price and charged double that! Additionally, I filed a claim for damaged and lost goods worth thousands of dollars. The claim company wanted to pay me $65, which was quite frankly laughable. I literally had boxes missing from my bill of lading. Damages to several high end models were ruined. Mattresses were folded in half. I took pictures of all damaged good and submitted them to no avail. I itemized all "lost" goods as well. I was also charged because their truck would not fit into the driveway turn, although I asked them to check all of this prior to signing contracts. When the claim company sent me the $65 reimbursement form, to be notarized, I continued to ask for a breakdown as to how they got to that number. They would not respond. I filed a complaint against them as well.

  Business response

  03/22/2024

  We are sorry about the bad experience. The pickup date was on 5/9/23and delivery date was on 5/25/23. our customer chooses to release her. furniture at 0.60 cent per lb. Per article and did not purchase. Full coverage replacement. Customer filled a claim with our insurance.1/1/24. the customer did not mention. On inventory sheet any damages and we were not aware. We were one day late to the pick-up Address we did not know that customer had to hire someone. We contacted customer yesterday about. compensation and waiting for her to call back.

   

  Customer response

  03/25/2024

   
  Complaint: 21455135
  
  I am rejecting this response because:

  The person I hired had to sign some of the paperwork since I was already gone, thus the .60. All damages were documented to the claim company in November, 2023, not January 2024. Pictures and documentation of the damage were sent.  Upon delivery damage was unknown since most of the boxes were left in the garage instead of the designated rooms. 

  Finally, I received no calls regarding compensation from the company yesterday or today (April 24 or 25th). If they did call, no messages were left on my voicemail. 
  
  Sincerely,
  
  ***************************

  Business response

  03/27/2024

  We are trying to contact customer again. Customer is not available we left text and voice massages our office phone number is ********** customer is welcome to contact us 9-5.

  of course we are trying to call every day. 

  Customer response

  03/31/2024

   
  Complaint: 21455135
  
  I am rejecting this response because:

  The company contacted me and is willing to make a small refund for all of my lost/damaged items. I am waiting for the refund before I close this complaint. The amount of the refund is 1/10 of the items I lost, but the company will not make a larger refund. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The business provided a quote for items to be moved. The prices were increased after a bill of landing was signed for the very same items that were moved. The movers then failed to actually load all the items and refused to come back to get the items they forgot. I paid extra to have a large 65inch television packed and secured by the movers, and it was still broken by the movers. I was forced to file a claim through a 3rd party by MSN Logistics who would only offer $80 for a $700 TV. The movers were rude, they were not on time, and they were several weeks late for delivery based on the quote they gave me. This company is forcing clients into contracts that they are not fully explaining and then treating the customer extremely poorly and not taking good care of the items being moved.

  Business response

  01/12/2024

  In appreciation of ******************** ******* business, we have reached out to him and in mutual agreement came to an amount he will be reiumbursed in addition to the $80 offered based on the basic valuation protection for his move. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  MSN Logistics Group was the assigned mover for our interstate move. Loading dates were ***** and ***** of 2023 from our home in ***************, **. Unloading was on July 13th in ******, **. This company failed to conduct a pre-load inventory prior to the date of the move, (2) Brought inadequate truck space for our goods requiring two additional trucks and an additional day to load, (3) increased the price twice after goods were loaded, (4) caused thousands of dollars in goods damaged or destroyed, (5) left a pile of packing debris and empty beverage containers on my front walk, and failed to complete the move by taking boxes to rooms in the house, thereby leaving us to complete the move. When a demand for arbitration was made, they refused to comply.

  Business response

  01/03/2024

  Hi ****,

  We are sorry to hear that you were not happy with the completion of your move. I have attached with our response the pre-load inventory you provided the broker you booked with. I also attached the inventory done on site with you at the day of pick up.The inadequate truck space brought to your pick up was the adequate space according to the pre ionventory you provided to your broker. That is why we had to work through that and get additional trucks needed to complete your pick up. If you can take a look at your inventory list you provided to the broker and the inventory list done at pick with the additinal items you wanted to be take you can see the additional cubic feet needed, which is why you price increased. All this was explained to you at the pick up by our crew before signing the contract for your move. As per the boxes left in your garage, the crew was told to bring in only ceirtain boxes which we discussed in one of the calls you made to our office. We also sent you the link to our insurance to file a claim for any damages occurred in your move. I also attached the insurance information for your move which is the basic insurance not full coverage. Our insurance handles the settlement for your claim or arbitrations.They did let us know you have filed a claim. Please contact them for any further assistance regarding your claim to www.movingclaims.net or to their phone number ************. Thank you hope all this is helpful if you need further assisance please feel free to call our office.

  Business response

  01/03/2024

  Hi ****,

  We are sorry to hear that you were not happy with the completion of your move. I have attached with our response the pre-load inventory you provided the broker you booked with. I also attached the inventory done on site with you at the day of pick up.The inadequate truck space brought to your pick up was the adequate space according to the pre ionventory you provided to your broker. That is why we had to work through that and get additional trucks needed to complete your pick up. If you can take a look at your inventory list you provided to the broker and the inventory list done at pick with the additinal items you wanted to be take you can see the additional cubic feet needed, which is why you price increased. All this was explained to you at the pick up by our crew before signing the contract for your move. As per the boxes left in your garage, the crew was told to bring in only ceirtain boxes which we discussed in one of the calls you made to our office. We also sent you the link to our insurance to file a claim for any damages occurred in your move. I also attached the insurance information for your move which is the basic insurance not full coverage. Our insurance handles the settlement for your claim or arbitrations.They did let us know you have filed a claim. Please contact them for any further assistance regarding your claim to www.movingclaims.net or to their phone number ************. Thank you hope all this is helpful if you need further assisance please feel free to call our office.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted for moving services. They came to pick up our items on 11/30 in ***********, **. Every time we spoke with this company, they increased the amount we needed to pay. We went from a $5000 initial quote to over $12,000 in final expenses. When they delivered our items on 12/8, things were not handled carefully at all. We are missing items, we have broken items, they did not reassemble the furniture as they were supposed to, and did not remount any items. When the mover arrived, he wanted to charge us additional money to bring things upstairs which was NEVER ONCE discussed any time in this transaction. The two men the mover contracted with got into a financial dispute in our home and were arguing. We wanted them all gone ASAP. We called the company immediately to try and resolve matters and they were sending the driver back to finish services and sending over claim forms. The driver called us back saying he was coming back but we needed to pay all these additional charges. We let the agent know we were not comfortable having this person back in our home after what happened and asked for redress. They said they do not do that. I would like to handle this dispute, but will go through my bank and the courts if needed.

  Business response

  12/11/2023

  Dear ********, we are very sorry to hear about the issues with your delivery. Please file a claim for your broken and or missing items, we have emailed you the information on how to file a claim. We will reach out to you to discuss a resolution regarding the furniture that was not assembled. 

  Customer response

  12/12/2023

   
  Complaint: 20980813
  
  I am rejecting this response because:  there is no email that I can find to file an insurance claim.  Your company broke more items than it delivered in tact that this point.  Your actual employee was THROWING my boxes off the truck while his helpers he hired off ********** were the only ones being careful.  This behavior should be criminal from a moving company.  Additionally, I saw other complaints regarding your claim process at how your company does not even provide replacement value.  Some of my items broken were antiques and irreplaceable.  How can you make amends for that?  What email are you sending to?  Mine is *************************.
  Sincerely,
  
  ***************************************************

  Business response

  12/27/2023

  Hi,

  
  

  We were out of the office and weren't able to reply to customers response on time before it was closed as unresolved. Just wanted to update that we contacted the customer and agreed to her request for refund and have mailed her a check. We have attached the check mailed to her as well,  please let us know if anything else is needed from us to have this marked as resolved.

  
  

  Best regards, 

  
  

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. **************** My valuable furniture was delivered severely damaged, resulting in a staggering loss of around $4,000.2. Incomplete Work: When the movers realized the cloth rack and table were broken, they hastily tried to leave, neglecting to unpack my bed rack and cabin. This is despite our clear agreement stipulating that they unpack and arrange everything.3. Blatant Dishonesty: They completely disregarded our contract. We paid for direct shipping, which was supposed to mean our belongings would be transported straight to the destination without stopping at any storage facilities and that our items would be the only ones in the container. Contrary to this, it turned out our furniture was moved to their storage, causing the damage. Additionally, we discovered other people's items in the same container despite their assurances. To save space, they caused that damage. 4. They misled my decision when we chose the warranty. They didn't offer me the warranty chosen. When I found it out, they crossed other options and left the basic plan available. They claim because it's direct shipping, we do not need to worry about warranty.

  Business response

  12/05/2023

  Hello ************ we are sorry to hear about your damages. Please be advised that the only coverage we provide as a carrier is *************, which is $0.60 per pound per article which is what you chose and were explained on the estimate you signed. The moving broker should have advised you of the full coverage insurance which costs out of pocket charges. We did get an email stating that you started a claim for your damages, Please get the form notarized and we will mail you a check as soon as possible and on top of that settlement we can add an additional $350.00 for the incoveinance. We picked up your goods on 08/14/2023 and completed your delivery on 08/16/2023. Also on the delivery paperwork that was signed by you at delivery there is only one statement made about a glass table and legs that needed to be tightened.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pick up 7/3/2023 Delivery 7/21/2013 Final cost ***** My estimate went from **** to ***** by the end . They kept updating the square footage and I couldnt get any of my deposit back first deposit was ****. When I did get my items delivered out of state. There was so much damage. I had to pay the full balance or they would not remove my stuff from the truck . The longer it stayed on the truck without payment they would start charging me per hour. As I started going through the times boxes over time I realized how much damage they caused . I paid extra for my motorcycle and piano and both were damaged. I made a claim and sent so many photos of all the damage and they sent a claim response of 60 dollars. I am looking into a class action suit . Its disturbing practice. They should be shut down . These pictures are just a small fraction . Very professional job getting my motorcycle off the truck. I have attached the 60 dollar offer from them

  Business response

  11/21/2023

  We are sorry for the move process. We are with communication with customer. He received delivery and filed a claim with our insurance for damage compensation..

  Customer response

  11/21/2023

   Complaint: 20864924
  

  
  I am rejecting this response because:

  I have attached the letter received from the insurance company.  They are offering me 60 dollars which based on the pictures I sent is not even close to the amount of damage that was caused.  If that is all that you will be offering me I am looking  into a class action suit.  This is not acceptable 

   

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

  Business response

  11/21/2023

  We will try to get more money from the insurance. we have no control how they decide to pay and how much. WE will contact customer.as soon as we here from them   

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