ComplaintsforMSN Logistics Group, Inc.

• Initial Complaint

  07/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired **************** out of *****, ** to move the my personal goods from ******** to ******* in December 2021. I was told my items would be loaded at my home in ******** and shipped directly to my new home in *******. I was not told **************** was a broker. They sold my move to Best Quality Movers aka MSN Logistics out of ************* and ***** **. It took MSN 3 trips to load my items which was the equivalent of about a 1 car garage in volume. They delivered my items in early January but only about half. It took another 3 weeks to get the remaining items but several items were missing or damaged. The second delivery driver stole items from me and the owner of MSN Logistics knew the driver was a thief because he was fired after my move. The owner of MSN Logistics told me to file a claim for the $1000s of dollars of damage and missing items with their insurance company. After spending significant time on the claim I get offered $60. MSN Logistics, **************** and the insurance company ************* should not be permitted to operate a business. There are numerous complaints filed with the BBB against all.

  Customer response

  02/10/2023

   
  Complaint: 17516180
  
  I am rejecting this response because: MSN Logistics stole my property, damaged my property, took multiple trips to both pick up and deliver my goods and then offers a ridiculously low settlement.  MSN Logistics should be avoided at all costs.  My move with MSN Logistics was the move from hell!!
  
  Sincerely,
  
  *******************

  Business response

  02/17/2023

  Hello  ***** the settlement that you were offered is based on the insurance protection that you chose, which covers $0.60 per pound, per article. We are willing to offer you $250.00 out of pocket. Please let us know if you accept this amount and we will mail the check asap. 

  Customer response

  02/20/2023

   
  Complaint: 17516180
  
  I am rejecting this response because: I had thousands of dollars of damage items and stolen items.  The move was extremely unprofessional in everyday.  It took 3 trips to pick up my household items and 3 trips to deliver.  I know the last driver stole a high quality hose reel and hose.  I have items that were never delivered.  $250 is an insult.
  
  Sincerely,
  
  *******************

• Initial Complaint

  06/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dates:-6/21/21 (credit card down pmt)-6/28/21 (debit card pmt to movers that picked up only a portion of belongings contracted to pick up)-8/17/21 (cash pmt to movers that delivered a portion of belongings)Order #-C7138544 Amount of money paid to businesses: -$2,700 What business committed to provide:-An honest move. That is, to pick up prearranged amount of belongings from 2-***room apartment in *******, ** and deliver all of it in its existing condition to new residence in **********, ** The nature of the dispute -- the movers:-did not pick up acceptable amount of belongings -delivered belongings past contracted date, and did not provide hospitality for an empty apartment or hotel -stole a brand-new ($2,000) 65" ********** (likely while in storage, since delivery drivers noted on inventory form the ** was missing)-damaged an expensive queen *** (left with permanent odor), an expensive full-size *** (left with permanent odor), a large leather section couch (left with permanent odor), and two lamps -Not including lost time spent on phone calls, emails, documenting their thievery, and the stress + anxiety during an already-difficult transition, the move cost me $10,500 after factoring in moving expenses paid ($2,700), losses from stolen and damaged belongings and purchases of new items ($7,000), and additional moving charges accrued from having to rent a vehicle to transport the rest of the belongings they did not pack ($800), when it should have only cost me $2,700 Whether the business tried to resolve the problem:-I initially filed a claim and they offered a measly $110 as compensation -I filed claims with credit card company and bank to seek assistance, and movers lied to each institution about premise of issue. They claimed it was an issue of misreporting/misunderstanding, and falsely claimed an honest move was completed -I called movers countless times and have never had one call returned nor been able to speak with a live human

  Business response

  06/23/2022

  This customer was a customer of ******** ********************** where ********************** was contracted for the pick up portion of the move. ******** Movers arranged delivery with a different third party. We handed the household goods to that party. Unfortunately, during transport of their household goods during delivery by this third party some items may have been missing/damaged.  When we handle the pickup and/or delivery we endeavor to ensure all household goods are not missing or damaged. However, when and if this does occur we ask our customers to follow up with the insurance they chose. The Backstroms chose the free insurance offered for the move which includes $0.60 per pound per article. We do have other insurance options available for a cost but that was not chosen instead the free option was chosen. The amount from their chosen insurance was not satisfactory but that was their choice.

  Customer response

  06/26/2022

  
  Complaint: 17415885
  
  
  You do notice that I had a brand new $2,000 ********** stolen, right? I don't know where my stuff was stored, but it was certainly in a dirty, infested location that my furniture was not adequately wrapped to sit in. Each of my large furniture items (queen-sized bed, full-sized bed, and a large leather sectional couch) were all damaged with an odor that I could not remove.

  You also notice that I paid for a full pack job, only to have 75% of my belongings picked up because it was "late" the evening they came to pick up my belongings? I had a diligent 30-minute interview with the salesperson to go over literally everything that had to be packed and moved. Yet I then get stuck moving a whole Suburban-sized load of other belongings because the movers that picked up my stuff were tired and didn't want to load everything into a few more boxes. 
  

  This was all outlined in my claim, and you offered me a total of $55 in compensation. That's how you do business? That amount doesn't even remotely approximate what I should have been entitled to.
  

  Further, you acknowledge a 3rd party was contracted for the delivery and that you handed off my belongings to them at some point. However, neither of your stories align with what was on the inventory form at the time of delivery, and I 100% disagree with your claim that the ** was lost during delivery. The movers that delivered my items were completely unaware that the ** was missing, yet on their inventory form, it showed that the ** was never even loaded onto their truck..... where did it go? My guess is that it was stolen sometime between you guys picking up my belongings, bringing them to storage, during storage, or prior to engaging with the 3rd party as my belongings were to be loaded onto the truck for transport and delivery. 

  I mean, I understand that a $.60/pound rate of compensation creates an awfully attractive incentive to ****** a nice new ** at a cost of 60% of it's (VERY LIGHT) weight. But who took it? Who is responsible here? I honestly just want the ** to be replaced. 
  
  

  *****  
  

  Business response

  06/27/2022

  Our office will contact ******* us why here...

  Customer response

  07/05/2022

   
  Complaint: 17415885
  
  I am rejecting this response because: I am seeking a replacement for the $2,000 ******* 65" ************** that I had stolen. Note that I also had 3 furniture items that were damaged during my move (queen-sized bed, full-sized bed, and a large leather sectional couch). All details have previously been sent in attachments.

  I need a need a resolution here. What can you offer as a replacement for the TV?

  Jesse 

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used MSN Logistics for a move from ****** to *******. Not only were they extremely unprofessional with the pick up (calling me to leave work because they arrived a day early, but then not actually showing up for 2 more days), but they lost over $2,500 worth of my stuff. As soon as I called to ask where it could be, they blocked my number. After calling from another phone, they told me my stuff is gone and to file a claim online. The online process took hours to do, and they only offered me $75. This does not amount the $0.60/pound in the contract. Additionally, the stuff that was lost happened to be all of my expensive items and valuables. These boxes were never found. I had to replace my brand new smart tv, my bedding, and most of my small kitchen appliances (and a long list of other things). The cost for replacing everything was around $2000. This is also just the major issue with this company. Other issues are that they lied about the drop off date, they didnt answer my calls while my stuff was in transit, the drop off movers made me wait outside my apartment building and made me sign their form before allowing me to go back inside. After reading reviews for MSN Logistics, I dont understand how theyre still in business. Its a complete scam. All of the positive reviews are clearly fake and follow the same script. They also advertise their services using other company names (********************* Services; Best Quality Movers).

  Business response

  03/03/2022

  Hello, we completed the moving service for this customer as per the contract agreement that was signed. The customer was offered to purchase a full coverage insurance for her move, but the offer was declined see attched  PDF. The customer decided to just use our free liability coverage which only covers .60 cents per pound , item, per article. The customer processed a claim with our insurance  we apologize for any inconvenience .******, us why here... 
  

• Initial Complaint

  02/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company was contracted on my behalf by another company to help me move from ******* to **********. It has now been almost ******************************************************************** my coffee table. Not to mention that I waited 5+ weeks in an empty apartment for the delayed delivery. I spent my birthday alone in a strange city with no furniture. When they did finally tell me my delivery was coming it was less than 24 hours notice so I had to cancel a flight and change plans for my entire 4th of July weekend. Not to mention, this delivery was expected the 1st week of June. They left me a voicemail AND I spoke with the office and they confirmed that they did in fact have my items. They told me my items should be going out on a truck the next week. When I called the next week, because of course there was nothing, that is when they finally claimed my items were lost. I wasted so much time, energy, and money in rebuying items, rebooking flights, and not to mention I work from home, so I had my hands tied in what I could and could not accomplish for my clients. If you know of any legal resolutions I could take here, I would appreciate any information.Thank you very much,******

  Business response

  02/25/2022

  Hi ******, we do apologize for the delay. We did find your missing items in our warehouse's lost and found. We already shipped it to the address that we have on file and confirmed with you via text message. You should receive a call from the driver in a couple of days for you to receive your items. Please call us if you have any questions @ ************ ask to speak to ***** or Ori ****Fri 9-5.

• Initial Complaint

  02/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted with Best Quality Movers for my move from ******** to **********. The company was nothing but unhelpful and evasive the entire ****. I was expecting my delivery **** days after pickup according to the person I talked to when first contracting. Once they picked up my delivery all I ever heard back was "we'll get back to you, we'll let you know" about a delivery window for over 5 weeks. When I finally started threatening to get my money back because they were cutting it close to the MAX **** in our contract. They shoved my stuff on the next truck possible and missed two LARGE items: half of my couch and my coffee table. I attempted to come to a resolution both with them and through the insurance company they provided me. For the two large NEW lost items, they offered me $50. This is ridiculous and unacceptable. I was forced to live in an empty apartment for over a month. I work from home and was left without any of the items I need to do my job. I almost lost a client over this. I was forced to spend money on items I already owned because I literally had 0 idea when they would arrive. I called them pretty much every other day for weeks and was always told it would be going out on the next truck.This company is a scam. And I'm less concerned about the money, ****, and energy I wasted over this and more concerned about them being put out of business so they can't ever do this again. Because it's obvious they're just stealing money.

  Business response

  02/24/2022

  Hello, we have good news, we have found your couch and table that were left behind when your delivery happened. We have also left you a voicemail with contact information so that we can assist you in any other way. Please *************** at your earliest convenience. 

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The movers have not been able to locate the truck with our belongings in it. We have called daily since the day that they were supposed to deliver and always get placed on hold or told that we will be called back with no follow through. This is a very unprofessional company and they need to be held accountable for not holding up their end of the contracts.

  Business response

  02/12/2022

  We are very sorry to here hear that we had miscommunication with the customer. By low we aloud to deliver furniture within 21 business day from first available date. Customer belongings were loaded on our truck on Friday and delivery should take place on Tuesday Wednesday this coming week. We informed customer about delivery schedule.

• Initial Complaint

  01/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello,I have had the worst experience with the shipping of an antique. It's a very long and complicated story. To start off with I originally spoke with *********************. Very nice and polite. I then finished up the call with *************************, also very nice and polite. I was quoted an enormous amount of money for the shipping of an antique I bought at an antique store in *********. I do not live there. I had it shipped to ****************. I paid $553 on the phone that original day of y request for shipping. Then I paid the *** shipping company a.k.a Best Quality, $1467.10, totally $2020.15. I paid $842.95 for the item at the antique store. Now all totaling $2863.10 ********************* stated that they ship antiques often and do really well shipping these delicate items. I thought that was great, I had contacted to correct shipping broker. I was then told by ************************* that I could contact him anytime via text or phone call but please remember he is in ******* and be conscientious of the time difference. I thought wow these are great people willing to help in any way that I needed with my shipment. I was told a shipping company would be in touch when one was brokered. I spoke with Best Quality/*** Logistics. I told them the location of the item and that I would not be there because I was traveling in the area when I found this item to purchase. I told them I wanted it to be crated. They sent there drivers over to the antique store to pick up. I was notified the day that it left on its was across the country. I questioned how fast it seems to have left the warehouse where they kept it until shipping day. I called and spoke with ******, and she said they were out of wood for crating and that they just put cardboard and blankets around the item. She assured me that it would be ok. I was not happy with her decision to ship in a manner that I did not choose and I paid for the crating and labor. I asked why she didn't call me to notify me of the inability to crate, she

  Business response

  01/17/2022

  We are very sorry to hear that. ****** is no longer with us retired on 4/2021.
  If your shipment was damaged please file a claim with supporting photos.
  Our office number to discuss claim is **********.
  Have a wonderful day.

  Customer response

  01/20/2022

   
  Complaint: 16472078
  
  I am rejecting this response because: I spoke with ***** today and the manager won't be in until Jan 24th, at that time ***** will speak with manager and we will continue from there.
  
  Sincerely,
  
  *********************************

  Business response

  01/24/2022

  It is **** from MSN logistics group. Just came back to the office, very sorry to hear about the damages. Please file a claim with our claim department.
  ************.net.
  OR call ************

  Customer response

  01/25/2022

   
  Complaint: 16472078
  
  I am rejecting this response because: I have already filed a claim with your movingclaims company. They said they are not liable, and the BBB in ******* said you are liable since it wasn't shipped properly in the first place. The issue started when your employee decided to not call me to inform me that they were out of crating material. She decided to ship without my consent, not being crated.  
  
  Sincerely,
  
  *********************************

  Business response

  02/15/2022

  I cannot take full  responsibility for a refund since she decided to go with a broker and did not book with us directly. The customer waived full coverage insurance for the move of her item (s) and was explained that she would just be covered by our liability insurance, which is explained that it only covers .60 cents per pound per item.We offered the custom $100.00 for the damage and she declined the offer. We can pay $150.00 which is way more than what the liability insurance offered. We are truly sorry about this incident.

  Customer response

  02/15/2022

   
  Complaint: 16472078
  
  I am rejecting this response because: FROM THE START IT WASN'T HANDELED PROPERLY. IT WAS SUPPOSED TO BE CRATE BEFORE IT LEFT. THEREFORE THE .60 *****'T EVEN APPLY AT THIS POINT.  YOUR COMPANY FAILED MISERALBY.  YOU ARE LIABLE. I WILL BE FILING A COMPLAINT WITH THE ATTORNEY GENERAL OF ********, OFFICE AND THE FTC.
  
  Sincerely,
  
  *********************************

  Business response

  02/25/2022

  Hello, you did book with a broker and they seem to be very optimistic about the procedure for moving delicate items. Have you spoken to your broker? we did not receive any special instructions from your broker. We do not work with wood crates and we do advise customers to get their own full coverage insurance because the liability insurance that we offer is only .60 cents per pound per item. You declined the full coverage option at the time of pick up. Our insurance did offered you a settlement amount, which you declined. We are willing to work with you on a better compensation, please call us at ************ Ask for *** or ***** Mon-Fri 9-5.

   

  Customer response

  03/04/2022

   
  Complaint: 16472078
  
  I am rejecting this response because: There are new people at the business and at this point *** doesn't know anything about my claim. ***** hasn't been able to get back to me in time to reply to you. I have hopes that she will continue to work with me.  At this point nothing has been resolved.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Moved out of state and hired this company to be our movers. Our goods did not arrive when promised and we had a loss of well over $2,000.00 in materials that never arrived. We informed the company. They referred us to site called movingclaims.net. Since July we have repeatedly sending requested forms only to receive e-mails asking for the same. We have received no assistance in resolution nor have they offered any help. They sent an e-mail offering a settlement, and then said it was by mistake and informed us to start the process over again. We submitted only to be requested to complete the forms again, and still have received nothing to solve the issue.

  Business response

  01/24/2022

  Sorry for the inconvenience. I will personally contact the insurance and have them contact you

  Customer response

  01/29/2022

   
  Complaint: 16470780
  
  I am rejecting this response because: After awaiting a response for this week, and since July ************************************************************************************************* resolving the issue.
  
  Sincerely,
  
  ***********************

  Business response

  03/04/2022

   

   

  This is a response to claim #: ******** - ***********************

  
  

  "We are very sorry you didn't hear from our insurance company, we emailed them today to let them know to contact you as soon as possible. We did provide them with your contact info, if you do not hear from them in 72 hours please contact our office ************."

  
  

  
  

   

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