ComplaintsforMSN Logistics Group, Inc.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Items were picked up late, hours after pickup window. I was handed 6 different forms to sign under duress due to my travel plans being pushed back. Pick up on 10/23, with an available delivery date on 10/24. I was told 5-7 days. On day 7 I call and now learn it will be an additional ***** days and my items are in the warehouse; they have not even left the state I moved from. I have been provided no information on when these will leave "for transit" If I would have been told by the broker "allcoast moving" which I will also leave a complaint for, that I would be in my empty apartment without my bed, television, couch, or any of my work uniforms for 2-4 weeks, I would not have paid the approx. 3 thousand dollars for a single apartment move and I would have just bought all new furniture. Extremely dissatisfied and quite misleading on timeframe.

  Business response

  10/31/2023

  Sorry for the inconveniences, you booked your job via broker. we don't know what the broker salesman. promised. you. we have according to the contract up to 21 business days from the first available date. You want to contact all coast if you been promised 5-7 days. we are waiting for a truck going to ***** and *******, it might take few more days. we will keep you informed. our customer service number is ************ you can call between 9-5 central time. when we have loading date, we will contact you and provide. Driver number .

  Customer response

  11/03/2023

   
  Complaint: 20804746
  
  I am rejecting this response because: I was called by the company with the number provided and spoke with ******. The indivual who stated

  "I am the person who decides wrther or not your items go out today or we take the maximum amount of time possible" 
  

  I take this as holding my personal valuables hostage and a direct threat against me for my BBB complaint. I was then told that I need to take down the complaint and there was a verbal altercation for approx 10 min. At an impasse, I was told that Friday 11/3/23 was the worst case scenario for my items to leave for transit. I would receive a phone call telling me of this. I stated I would update my BBB complaint and remedy the situation, as I saw this as an honorable attempt to remedy the situation. However, when I asked to call daily and check to confirm in until then, I was berated and unprofessional attitudes were expressed again.

  I refrained from calling until 11/3/23, @ 445 CST, as I see that is close to close of business. No answer from ******; I received no notification, call, email, or text letting me know that my items are on the truck for transit. As far as I understand it no effort has been made to remedy the situation, I was threatened, and I am still without any information as to when I will actually receive my life back. 

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

  Business response

  11/20/2023

  ***************,

  ** are sorry to hear you felt threatened by our customer service rep. ** do not condone this behavior towards any our customer and are glad to inform you that ************* is no longer with our company, She also had no say in when your items could be scheduled for delivery, she was our customer service rep not our dispatch. In the contract you signed for your move and also on the estimate when booking they do explain for the miles on your move, we have **** business day to deliver you from your first available delivery date. After further review on your move I did check for the updates provided to you and have attached in our reply. Our customer service rep spoke with you on the 4th of November to let you know your goods were in transit and spoke with you again on the 8th to let you know you were being delivered. ** do apologize for any inconveniences caused during your move and glad you have received your items. ** appreciate your business, Thank you 

• Initial Complaint

  09/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We booked our cross country move through *************** Services. I asked when we would need to have our items picked up in order to receive delivery on 8/12/23. They informed me that they would have to pick up on 7/31/23. Best Quality Movers (I think they are a subcontractor) showed up and loaded everything on 7/31. We were told our cubic footage was higher than the original estimate so we would be charged about $600 more than we were quoted. We agreed and they got on road.We planned to arrive in ********** on 8/9/23 to ensure everything was move in ready. We received a call on 8/10 from the company stating that our items were in transit and would be there in a couple of days. The driver would call us 24 hours before. Two days passed with no call. The office was closed for the weekend so I contacted the office on 8/14/23 to see if they could provide an updated timeline. At that point they told me to call the driver. I called and left the driver a message, no reply. I waited a week and tried calling the driver again on 8/21/23, still no response. I have no idea why it is my responsibility to call the moving company's driver for an update. I then called *************** Service again on 8/24/23. They were rude, dismissive and told me that I had not been waiting long and they were entirely within their rights to take until the end of September to deliver. The person I spoke with then called someone else and told me the delivery would occur between 8/30 - 8/31, a full month after our pick up.We actually received delivery on 9/1/23, 32 days after pick up. The driver informed us that we owed him an extra $929 before he would deliver which we paid.At delivery we were given no paperwork, multiple items were broken and / or damaged. They also did not unpack and assemble the bulk of the delivery.I want a refund for the moving costs for all the damaged items ($4.25 per cubic foot) plus replacement costs @ rates for broken items and a refund on the added delivery fee

  Business response

  09/15/2023

  We are very sorry that you are upset about the promises that were made to you by the broker. The delivery happened within the window, we informed you when your goods got loaded and the delivery driver was in contact with you on a daily basis. The $929 additional charges that were charged, that was for the shuttle, long carry and stairs. You approved and paid for these additional services. Regarding the damages that happened during the process of your move you can file a claim for compensation based on the coverage you selected (information for claims has been emailed to you). Also on Friday 09/15/2023 we tried to contact you and you were not available, we will attempt to reach you again.

  Customer response

  09/21/2023

   
  Complaint: 20608743
  
  I am rejecting this response because:

  This is consistently how they've handled the entire interaction.  They push it off on to someone else.  National ************** points the finger at MSN and MSN points the finger at the mover and the issue never gets resolved.  I didn't even have the choice on whether to hire this company.  I contracted with National ************** who subcontracted to MSN.  MSN then subcontracted yet again.

  I've filed the paperwork they requested and so far have not received any feedback or even an indication on what they are going to cover from the damaged goods.  I reject their response because they've done nothing to resolve the complaint.  Thank you

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

  Business response

  09/22/2023

  Msn will return.to customer $750 for damages and part of long carry at delivery. shuttle service is a valid charge. Trailer couldn't park.in delivery address. we want to see it as resolved..

  i want to check with customer if he filled a moving claim already. we tried to get a hold of him more than ones.

  Customer response

  09/27/2023

   
  Complaint: 20608743
  
  I am rejecting this response because: we need more information.  Is the $750 in addition to the claims process we've completed?

  There was a question on whether we had submitted a claim and we have.  We completed the claim process initially on 9/14 but had to supply additional documentation.  We re-submitted with the updated content and received the attached acknowledgement on 9/17.  Thank you!

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

• Initial Complaint

  09/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Moved out of state from ****** ******** to *****. The company I paid was MSN Logistics group. The company that came to move my items was Best. Quality movers . My items from what I am told went to storage . When I received my items on July 23, there were boxes that were marked fragile that were smashed . Dishes broken , frames broken, personal items damaged, exercise mirror cracked (**** dollars). Motorcycle was not wrapped just strapped down in full truck. It obtained scratches on the fiberglass bags on a newly custom paint job. It was very disheartening to see. I had personal items such as a manger my sister gave me that was my moms . She gave to me when my mom passed away and it was broken. No care taken with any items marked be careful, fragile , please be careful . Boxes looked like they were thrown from a rooftop . They even held your stuff hostage saying if you did not pay the difference before they unloaded they would begin to charge a fee. I have never experienced anything like this in my life. They final cost for the job was ********* not including the broker crooks that took ****. Very unprofessional all around

  Business response

  09/07/2023

  We are sorry about the damages that happened during your move. We did your pick up on July 3rd, 2023 and you did not have a delivery address. On July 18th you called our office and state that you would be ready for delivery as of July 21, 2023 and to provide the delivery address, we do not hold hostage any goods. Again we apologize about your damages, unfortunately some damages do happen during the process of moving. I have emailed you the information for you to start a claim and get compensation for your damages/ items missing. 

  Customer response

  09/11/2023

   
  Complaint: 20563250
  
  I am rejecting this response because:

  I have submitted a claim for this already, but I have not heard anything back at this point.  I do understand that things do happen, but there was definitely lack of care with my items. This was not professional at all.   I will wait for a response from your claims department before I close this case.
  
  Sincerely,
  
  ******** ********

  Business response

  09/12/2023

  It is an external insurance company. I have no control on how fast they process. i will contact them today. you can always contact us at **********.

  Customer response

  09/13/2023

   
  Complaint: 20563250
  
  I am rejecting this response because:
  
  

  I will reach out to you Monday if I have not received a response from the insurance company .  Thank you.
  Sincerely,
  
  ******** ********

• Initial Complaint

  09/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company is an amateur hour 7/29 - Picked up my belongings in *********/1 - Contacted me to schedule the delivery. We agreed on 8/9 (I have texts to prove)8/4 - Phone call on Friday at 5 pm telling me that my stuff will be delivered the next day (8/5) and if I don't agree, there will be an additional charge.8/5 - My belongings don't get delivered until after 8 pm on a Saturday. I noticed Peloton bike was missing (that was just the beginning). Was told someone will call me the next day, nobody called.Week 8/6 through 8/12 - we go back forth on the peloton bike. At one point I am told by the dispatch that the used labels from two different jobs on my pick up. Countless calls that end with "we will call you back later today" without any callbacks 8/13 - I go through the storage unit and see that I am missing probably ***** items (out of around 120 on the bill of lading, so 10%), from the Peloton bike to computer monitors to books, etc. Some items that were delivered basically need to be thrown away, damaged beyond repair.Week of 8/13 - more of the same all week long, me making calls trying to figure out what's going on, them giving me a run around with zero information. I start on planning to file a breach of contract lawsuit against them, my wife happens to be a very well established contracts attorney.Week of 8/20 - finally get the word that they found my stuff and it will be shipped "soon".8/31 - the second part of my stuff is delivered. Still missing a few boxes, several boxes have extensive water damage (taking deformed still wet books out of boxes).This company "moving company" is a joke and shouldn't be in business. I've done long distance moves before and never once had even one boxes lost or delivered late. I am sure they'll reply with a whole lot of blah blah blah, but what you should do is read this and stay away from them if you want your stuff delivered on time and undamaged.

  Business response

  09/19/2023

  We Are SORRY To Hear about your bad experience. We will contact you about. Filling insurance claim for damages or missing. Items. at the same time, we will keep looking for missing items. We will contact you today.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This was an all around terrible experience with a long distance move. MSN Logisitics/Best Quality Movers was hired by a moving broker for my recent long distance move. They did not follow any of the steps, beginning with not notifying me 24 hours prior to arriving to pick up my items. I received a call around 6am stating they would arrive between 8am - 8:30am. Fine. The movers then told me my cost would be DOUBLE the quoted price based on the number of items. I was fine with a higher amount than the original quote as I knew I had more than initially expected, but they also proceeded to have me sign all new documents, including changing terms of how my items would be insured. The movers also repeatedly stated they would take care of my items if I 'took care' of them, which I interpreted as expecting a higher tip and stated my items should arrive shortly after my arrival at the new location which was five days later. I felt pressured to sign the new documents as I didn't have time to start the process over. Two weeks later, I received a call from a driving saying my items would be delivered that day (again, not 24 hours in advance). When I called back, he stated the truck broke down & he did not know when they would deliver. I had to repeatedly follow up with the company for updates, my items were delayed an additional week. The movers arrived after 7:30pm, every one of my items was damaged in some way. The first question they asked was how much I was going to tip them. They repeatedly attempted to bring in items that were not mine and did not have tools so had to use mine to reassemble items and did not touch items that were clearly broken. When I finished unpacking, I realized that 10% of my items were missing. I repeatedly called the broker and moving company and was told they didn't know where my items were and will not be able to recover. I regret using a broker as I would not have used this company if I had seen the other reviews in advance.

  Business response

  09/19/2023

  We Are sorry to hear about your experience with us. Our protocol is that all drivers. Must contact customers at least a day in a day. before picking up or delivery. Regard the new paperwork any time estimate changes we must have customer approval, or we can't service the job. the new form customer had to fill. Out called. Onsite new binding estimate. about the damages customer was advised to file a claim with our insurance company. we will contact customer shortly to try.to resolve the issue. Today.  

  Customer response

  09/21/2023

   
  Complaint: 20549485
  
  I am rejecting this response because: I was not contacted by the company as they stated in their response. Additionally, their drivers did not follow their own policies to contact me the day before both pick up and delivery of my items. I was told I had not choice but to sign the agreement with new terms on pick up or my move would not occur. Because I was only provided one hour's notice of their arrival and they arrived at 8:30am, I was not prepared to review or discuss my options. I no longer have a full 10% of my belongings, which has resulted in major expense to replace. The insurance is a joke, they offered $75.00 to replace the missing items. I would like a refund of 10% of my fees, which still does not come close to replacing my lost items.
  
  Sincerely,
  
  **************

  Business response

  09/22/2023

  We sent letter.to the customer that saying how much money he will receive.to see the complaint. Resolved we are waiting for customer. Signature and we send him a check  

• Initial Complaint

  08/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Drivers picked up my belongings from my home in ** on 7/22 to move them to SC. I have called and messaged the company several times over the past weeks with no response and/or vague answers as to where my belongings are and when they will be delivered.

  Business response

  10/18/2023

  Hello ***, 

  We do apologize for any misunderstandings about your move process. As explained in the binding estimate you signed when booking your move, we have a window of **** business days to deliver your households good from your first availble delivery date. You were infact picked up on 7/22/23, but you werent ready for delivery until a week after. Our customer service reps did inform you your items were in our warehous at the address listed on your contract. We also explained your first available delivery date is not a guranteed date for your deliver as also explained in your contract. Our company updated you when you were being loaded to go in transit for delivery and driver update you of delivery 24 hrs prior to delivering as well. We are glad your delivery was done only days after your complaint was filed and we trully appreciate your business and input for us to improve our services.

   

  Thank you,

  Best regards

   

  MSN LOGISTCIS GROUP.

• Initial Complaint

  08/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ************* move for my wife and I through Allegiance Moving and Storing LLC as the broker. Items picked up on 7/26/2023 and first available date for delivery was specified as 8/2/2023. Shipment arrived 8/6/2023 however one of our two bikes was missing as well as two rolling office chairs. All three of these items are relatively low weight/high value items. At the time of delivery, the drivers did not let me do an inventory of the items and took the receipt from my hands as I was marking items missing, the bike was marked missing but the chairs (which I noticed at time of delivery) were not. They also tried to make me write the missing items on the back of the receipt instead of in the condition report and once I did write Missing on the condition report for the bike they pulled the receipt from my hand. I called MSN Logistics the day of the delivery to report the missing items and was told they would look through the warehouse and they would contact me after. After not hearing anything, I called again on 8/7/2023 and was told they would look through the warehouse and they would contact me after. After not hearing anything I called again on 8/9 then finally on 8/10 I called for the final time and was told they did check the warehouse and they "know" the items were loaded on the truck. They then sent me to the claims website to ask for the default insurance which is $0.30/lb. Given that these are relatively high value items (the bike being one year old and $250 at time of purchase, the office chairs being two years of and ~$100/each at time of purchase), $22 is an insulting total to reimburse these items. I am asking for MSN to refund me half of the purchase cost of the items to make this right: $225.00.

  Business response

  10/18/2023

  Hello ******, 
  We do apologze for all the miscommunication regarding your missing items. Our warehouse manager is busy with full day schedule and that is why they weren't able to give you an update as quickly as you could have expected. Our customer satisfaction is important to us and we aim in getting our customers concerns addressed. As informed by our insurance company you never completed nor submitted your claim for your missing items. Once you complete your claim they can send you a payment offer accordingly. You have 9 months from your move to submit claim.

  Thank you,

  Best regards

  MSN LOGISTCIS GROUP.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Nightmare experience with this company. Booked an interstate move through a moving broker who uses MSN logistics for the move. Documentation of my items moved was incomplete. They did not ask that I place an estimated delivery date on the initial paperwork, so my things were not delivered for about 6 weeks. My boxes were in atrocious condition. Multiple increases in price on pick up and delivery day. Several of my boxes were missing. Staff who are difficult to work with and unapologetic about their poor systems. I am absolutely appalled with this company and recommend to all that they avoid them.

  Business response

  08/24/2023

  OUR CUSTOMER SERVICE REACHED OUT TO CUSTOMER TODAY.HE WAS BUSY WITH FAMILY AND ASKED THAT WE CONTACT HIM TOMOROW

• Initial Complaint

  08/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  MSN Logistics picked up my property on 7/17/2023 from *******, ******** and delivered it to **************** on 8/3/2023. They have lost, and I believe stolen, about $800 worth of property. I should also add that they previously tried to charge me $300, $150 paid on pickup and $150 paid at delivery, for an "elevator fee," but the moving broker that I used interceded on my behalf. The property stolen does not weigh much, but it is valuable. I suspect that they do this in order to not have to pay much based upon the basic 60 cents per pound insurance for missing goods.

  Business response

  08/06/2023

  We are sorry to hear about your missing items.in our paperwork that you signed at pick up date we have elevator charge. the broker asked if we could remove it and we agreed.

  if you have missing items you want to file a claim and prove what items were missing and the cost of it.

  our customer service number is **********.. call tomorrow and file a claim.

  Customer response

  08/07/2023

   
  Complaint: 20425638
  
  I am rejecting this response because:

  MSN Logistics has already been sent photos through the broker, and I am in the process of filing a claim. I made the initial filing on 8/3/2023. I notified my broker about the complaint, and they had already notified MSN Logistics. This response seems like a slow-walk in order to delay actually paying me the value of the stolen property. It seems like they will try to do what they have done in previous cases, which is to make a token payment on the value of the stolen goods after a drawn-out process.

  This also isn't really a response that can be accepted or rejected either way. It's more like something that was composed in order to waste time. 

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

  Business response

  10/18/2023

  Hello ********,

   

  As explained to all our customers, if you want full value protection for your move you would have to purchase it from your end. Our company provides only the basic insurance of .60 cents per pound per article as in the contract you agreed to and signed for. Unfortunately we cant give you full value protection if you agreed and signed for the basic protection.

   

  Thank you,

  best regards

  MSN LOGISTCIS GROUP.

   

  Customer response

  10/18/2023

   
  Complaint: 20425638
  
  I am rejecting this response because it does not address the theft of my property. I will note two things,

  1. I received a response after filing a claim that I would be paid $65, and that I must withdraw all complaints made through any institution, including the BBB. I have not signed that I would accept this money, and so I will continue to inform everyone at every opportunity my experience with MSN Logistics.

  2. They force you to sign paperwork before they have delivered everything into your home. In other words, they show up and force you to sign that the job is done before the job is done.

  Note that MSN Logistics is suddenly responding again after a month. It seems that they have reopened the issue. Maybe they weren't happy with what they stole and they want more money?
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Best Quality Movers was the mover chosen by National Moving (broker) to provide moving services for my family from *************, **, to *******, **********, between May 11 and June 3 of this year. At the pickup time, the contract was presented in the middle of a very harried day. The insurance option was NOT presented. The crew chief directed me to sign on the $0.60 per pound option. This was highly misleading. The contract should have been available ahead of time with adequate time to read it. The delivery date was given and then changed, with the excuse that the truck had "broken down." When the goods arrived, they had repacked very badly. In addition, since many items were missing (see below), this stop with repacking strikes me as highly suspicious. Neither of the delivery crew spoke any English at all. They were in a hurry and I observed them dropping an entire cartload of goods onto the concrete floor. The crew left before furniture had been assembled, and before the inventory had been cleared (they REQUIRED that I sign the inventory at the beginning of the delivery). Fortunately I had a copy, since they didn't offer one to me. I kept track of the items on my copy and 11 boxes, including a TV, were missing. When I attempted to talk to the delivery team, I found that they had snuck off, leaving all their trash, including moving blankets. I thought this was highly suspicious, given that so many items were missing. In addition, we found 4 items, including 2 pieces of furniture had been smashed. I was forced to place a claim through MovingClaims, which has, thus far, offered exactly $68 for well over a thousand pounds of missing and damaged goods. They claim that this the compensation they will offer, instead of $0.60 per pound, as per the contract (on the order of $600-$700). I found the entire process unprofessional and highly suspicious.

  Business response

  08/18/2023

  We are truly sorry about the bad experience that you had with our company. Please be advised that the compensation you are being offered for your damages is based on the coverage you chose. Also a lot of times home owners insurance or renters insurance help cover some of the damages that *** happen during a move. Please allow us to assist you and call my office anytime between the times of 9-5 Monday - Friday. I hope we can work together to make up for the unfortunate experience.

   

   

  ************

  Customer response

  08/18/2023

   
  Complaint: 20420178
  
  I am rejecting this response because:

  It is non-responsive. The company is refusing to provide any documentation that links my claim to the payment offered. My claim is for approximately $800, based on over **** lbs of lost and damaged items at $0.60 per pound. Their offer of $112 doesn't approach the contractual obligation. 

  They say the same general things repeatedly and quote irrelevant sections of legal code. 

  I require a SPECIFIC linkage between the weight of the losses and the payment offered of $0.60 cents per pound. They have not attempted to do this yet and their lack of transparency leads me to believe there is no linkage. Thus, the failure to offer payment based explicitly on the contractual obligation is fraudulent. 

  Sincerely,
  
  ***********************-price

  Business response

  10/18/2023

  Hello *****, 

  
  Regarding your issues with your claim, our insurance is the one who handles all aspects of the claims. You need to require the information regarding the weight loss and payment offer to www.movingclaims.net in charge of clains and settlements, not our company.

  Thank you,

  Best regards

  MSN LOGISTCIS GROUP.

*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. ↩