Complaints

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

close

Find a Location

Marathon Moving Co. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Marathon Moving Co.

  146 Will Dr Canton, MA 02021-3704

  
• 

  Marathon Moving Co.

  75 Arlington St Ste 500 Boston, MA 02116-3936

  

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:07/02/2024

  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.

  In March we moved from ************* to ******* and used Marathon Moving for our movers. We did not have a lot to move,but did have two items that needed special attention and Marathon Movers were aware of them. One was a sleep number bed the other was a front load GE washing machine Model Number GFW850SPN2RS. We were told upon signing the contract that those items did not need special preparation for moving that the driver could handle the sleep number bed no problem and could prepare the washer for moving. We later found out that the drum of the washer needed to be secured with bolts and called the office insisting that they do that so the drum would not get broken. I again called the office and demanded that they secure the drum properly with the bolts prior to moving. In order to do this they charged me an additional $354 to utilize an outside company to secure the washer. Well, both items arrived and turned out to be damaged. I filed my complaint with Marathon Movers about the bed immediately, however was unaware there was an issue with the washer. Marathon did reimburse me for the cost of repairs to the bed. When the 3rd party service company came to take the bolts out of the washer that we paid to secure the drum I took a video of him removing the back of the washer after finding that there were NO BOLTS utilized to move the washer. Instead 3 foam blocks were used that dislodged during the move and fell to the bottom of the washer. So the drum was never secure during the move from **** to *******. The service tech turned on the washer and it appeared to run ok, but stated to keep an eye on it when we actually used it. During use it began to make loud noises so we called out GE and were told that the damage to the drum and pedestal were probably caused by the out of state move. I did not file the claim until **** as my elderly mother-in-law who we take care of was hospitalized and my attention was obviously elsewhere. So Marathon is denying my claim.

  

  Business Response

  Date: 07/13/2024

  We contracted a third-party company to secure the drum of the frontload washer prior to move and to ready the machine for use after the move.  Since there are so many models of washers all requiring different bolts, it is common for third party techs to use foam blocks to secure drums.  We were not made aware of the dislodging of the foam blocks until three months after the move.  We reached out to the company that performed the service and we were told that the tech tested the machine at destination, and it worked fine.  They could not honor a claim three months after the service. The damage referenced to the bed was reported immediately, and as shipper state, resolved by Marathon Moving.  Unfortunately, there are too many reasons why the washing machine may not be working properly for us or the third-party company that performed the serve to assume liability  

  Customer Answer

  Date: 07/15/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  first of all, we were told that that they utilized the bolts and we were charged for for that and I specifically asked multiple times did you secure the drum with the bolts and they kept saying yes nobody ever told me that they were switching to foam blocks. Secondly, we have video of the person that they sent to the washer first of all showing that no bolts were used, and when the back of the washer was open, all of the phone blocks had dropped to the bottom of, the back section. Which I believe I uploaded the video of he had also told us that it seems like it was OK but to keep an eye on it when we went to utilize it on a regular basis, which is exactly when it started having problems. He only turned it on for maybe a minute to make sure that it turned on it worked, and that water went into it. He even stated that , the drum was not secured properly per the contract. The reason why I didnt get the claim back to them right away and I got the claim for the bed back right away is because the bed was more of an urgent situation because my wife side of the bed was not working it kept deflating every time she got into bed  during this time. My 82 year old mother-in-law ill, and had to be put in the hospital and then after that moved to a rehab hospital so my attention was not on my washing machine. It was on my mother-in-law which the company is well aware of some things up. They lied to me  about how they secured my washing machine for shipping and then the method they used failed during shipping. I really dont know what else I can provide besides the video of them taking the back off and the blocks being down at the bottom of the back of the washer and the receipt from the repair man from GE that we had to have come out stating that it was caused by the move and the drum not being secured properly . 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 08/26/2024

  We can attempt to resubmit your claim to the company that provided the services for your washing machine.  

  Customer Answer

  Date: 08/29/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************