Complaints

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:09/22/2022

  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.

  We hired Marksbery Moving & Storage as an agent for ****** Van Lines to make an out-of-state move from ********** to ***********, **. The truck was packed and left on April 12, 2022. Our contract included insurance for the move of $75,000 with no deductibles. We had a working grandmother clock to be moved. We were told to remove the pendulum and the weights and they would wrap the chains inside the clock. Which we did. When the clock arrived at our new home in ***** ******** and we tried to put the pendulum and weights back in the clock to start the clock, we discovered it was damaged inside. We contacted the insurance company. They sent a representative to check out the clock,took photos called a clocksmith and we were told the repair would be $2300. They offered us $700 which was not acceptable since we had a no deductible. We next received an email denying our claim because the agent at Marksbery told the insurance company we had packed the clock ourselves which was a lie. We want the agent to take responsibility and be truthful so the insurance company will agree to pay for the repairs.

  Business Response

  Date: 09/23/2022

  When I (Rhett W*****) did the initial estimate the clock service was discussed with the *******'s. I asked them if they wanted me to get a 3rd party specialist to service their clock at additional cost at origin and destination and they said they could do it and save the money by doing it themselves. On load day I (Rhett W*****) was apart of the crew. When we did our walk through to start the load process the said clock hadn't been touched and was told by the *******'s they had not had the time to service it themselves. At this point we tried to tell them what needed to be done and try and help them do it but this would still be their responsibility. We never observed the clock working. We did not mess with anything that was found to be damaged on the internal workings of this clock. The outside of the clock was not visibly damaged. We have document signed by *** ******* stating that we are not responsible for internal mechanical damages. We have been completely truthful the entire time and did nothing to this clock to cause damage. Attached is the signed document. Thank you, Rhett W***** ###-###-####.    

  Customer Answer

  Date: 09/23/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  **** * **** *******

   

  This is not a truthful statement.  We were asked to call in a service person and assumed we did not need to because the clock was working and did not need service.  The other statements were not explained to us as the agent (Rhett W*****) stated.  As we stated previously, we were only asked to remove the pendulum and the weights -- which we did.  We were never told we needed to do anything else and were not told the mechanics of the clock were our responsibility.  The inside of the clock was destroyed as per our clocksmith here in ***** ******** and the adjustor for the ****** Insurance company.  Naturally, the clock was not running on the day it was to be packed.  We had stopped it to be ready for packing which we did not pack and never saw it packed!!!!  When we received the clock it had a piece of stretch wrap around the face.  The phineal on top of clock was also broken off.  We were told by the adjustor and clocksmith here that something had been jammed inside the clock to destroy the mechanisms.  This is a case of "he said we said" and we feel the Marksbery Moving and Storage is responsible for this damage and should make sure the ****** Insurance Company pays for the repairs.  We signed the insurance paper work for the move in good faith and feel ****** Insurance is not honoring this because of the statements made by the agent (Rhett W*****).

  Customer Answer

  Date: 09/25/2022

  I have sent 3 separate emails with photos of the contract we signed and photos of the clock.  I did not know how to attach the items to this email.  I will call Ms. Sherman on Monday, 9/26, to answer any questions and make sure she has received the 3 emails.

  Business Response

  Date: 10/03/2022

  I am sorry customer didn't understand what servicing the clock meant. I told them what this meant during my initial estimate and again when move took place. Not at any point was it discussed that this meant that it was working and didn't need serviced for the move. 3rd party servicing was definitely discussed and that it was an additional cost and they declined and said they would do it themselves period.  The claim was handled through ****** Van Lines that we are a agent for. This denial was not my ruling. I told ****** the situation and they made the decision to deny. This complaint in our opinion should not be displayed on our BBB account as I have documentation that we are not responsible to internal mechanics of a clock and customer signed it. We did not touch the inside mechanics as stated by customer. Thank you.