Complaints

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

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  Moving Claim Services

  Woburn, MA 01801-1964

• 

  Moving Claim Services

  PO Box 3 Malden, MA 02148-0001

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:02/20/2023

  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.

  I paid for insurance with my moving company. After my initial contact with them to file a claim, they stopped responding via email and phone call. I have submitted everything required to process the claim correctly and in a timely manner. They have failed to hold up their end and process it, and are ignoring my attempts to contact them.

  Business Response

  Date: 02/26/2023

  Please find attached our response to ********************** complaint, #********.

  
  

• Initial Complaint

  Date:11/12/2022

  Type:Product 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 paid Move Smart Management, LLC $350 for 50k in coverage for a movers insurance policy. The moving company we used damaged multiple items. We filed all information requested by Move Smart Management, LLC to file the claim. They acknowledge receipt of the claim, and told us they had 120 days to respond. 120 days passed on October 6th, 2022. We want our damage furniture repaired, or at the very least a refund of our $350, as they have not provided any service to us. If this claim is not responded to, and resolved, we will be moving forward with litigation.

  Customer Answer

  Date: 11/25/2022

  I have not heard from the business in response to my complaint. This company was contracted by the Movers I used to provide a moving insurance policy. There was damage to the furniture, I filed a claim, and they have not responded in over 7 months. I paid $350 for the insurance plan, I would like the entire $350 refunded as I was sold a product I never received.

  Business Response

  Date: 12/05/2022

  Please find attached our response to your email below dated November 12, 2022 complaint #********.

• Initial Complaint

  Date:10/24/2022

  Type:Product 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.

  On May 23, 2022, I used ***** ******************************** to relocate from *********************************************************************** to my current address. Movers severely damaged the top of my dining table during the move. ***** referred me to Moving Claim Services and I submitted a claim for the table damage on June 20, including all ******************** they had request after our phone conversation on June 9. I phoned them a week later to be sure they received the claim as I had heard nothing. On July 5, I received a request for an additional photo, which I promptly sent. On July 13, I received an email acknowledging that my claim was in progress, and they would advise. On July 22, I sent an email requesting an estimated resolution date & received no response. On August 2, I left a voicemail with the same request. That same day, I received an email forwarding their email of 7/13. On August 25, I sent another email requesting and estimated resolution date. I received no response and neither have I heard from them since then. It has now been 18 weeks since they received my claim. It's probably too late to have the table repaired before the holidays. My original request included a repair estimate, and I asked only for the price of the repair. That estimate is no longer guaranteed and now I need them to pay for whatever the repair cost is and to do that immediately or replace the ************** entirely. Below is a dropbox link with my claim. https://www.dropbox.com/scl/fo/vhj3cmr5u0jeg3881bcdd/h?dl=0&rlkey=0cpvqab2wlnolve7wlc6u6o18

  Business Response

  Date: 10/25/2022

  With respect to your email below concerning *************************, Complaint #******** ****************** claim was settled on August 26, 2022.
  
  We have emailed ****************** a copy of that settlement.
  
   
  
  Sincerely,
  
   
  
  **********************************, CCA, CMC

  Customer Answer

  Date: 10/27/2022

  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. 

  Upon receiving the information Moving Claim Services forwarded to me October 25, including an attached release form and a letter noting they paid me $150, I responded to them, advising that I have never received that letter dated August 26, nor did I receive any reimbursement from them, or sign any acknowledgement. I also advised that $150 is not acceptable, given that the movers a)failed to remove the table legs and b)forced the table through a doorway that was too small, even as I asked them multiple times to stop because they were damaging the table. They were negligent in their responsibility to move my belongings with care.
  
  Thank you for your assistance.
  
  ********************* 

  Business Response

  Date: 11/16/2022

  Dear BBB of ******;

   

  With respect to your email below dated October 31, 2022 concerning ************************* 2^nd complaint #******** please find attached Moving Claim Services 2^nd response.

   

  Kindly confirm receipt of this email and the attached response

   

  Sincerely,

   

  **********************************, CCA, CMC

  Moving Claim Services

  Customer Answer

  Date: 11/18/2022

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  ***

   

   

• Initial Complaint

  Date:07/27/2022

  Type:Sales and Advertising 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.

  I purchased insurance through this company for a recent move. We had many items damaged from a careless moving company, and Moving Claim Services offered no help. I followed all of their instructions and did so in a timely manner. They took forever to respond and would always ask for more information or say that data was missing even though it had been provided. After 8 months, they offered me $215 for claims worth thousands of dollars. The excuses for denying claims on certain items were vague and largely inaccurate.

  Business Response

  Date: 08/01/2022

  Please find attached our response to the BBB complaint filed by *******************************, 17632135.
  
   
  
  Kindly confirm receipt.
  
   
  
  Sincerely,
  
   
  
  **********************************, CCA, CMC
  
  Moving Claim Services

  Customer Answer

  Date: 08/02/2022

  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 # ********.

   

  Hello,

   

  In response to my claim not being filed until after the 60 day allotted timeframe, that is a lie. I have emails here to prove that we were in contact with them immediately and submitted our documents within a few days. Unfortunately this email chain foes not include all of the phone calls and follow *** that I had to do because I was not receiving a response. As you can see from the dates on the emails, there is a gap between our submission of documents and their response. There were several phone calls in between when I was asking for updates. The email dated Feb 18th from Moving Claim Services asked for more information and we provided it immediately, as shown on the email dated Feb 19th. This portal will only allow me to upload 4 documents at a time, but I can provide more documents if necessary. 

   

   

  Business Response

  Date: 08/04/2022

  Dear BBB;
  
   
  
  Please find attached our 2nd response to the 2nd BBB complaint filed by *******************************, ******** which includes supporting documentation.
  
   
  
  Kindly confirm receipt.
  
   
  
  Sincerely,
  
   

  Customer Answer

  Date: 08/05/2022

  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 # ********.

   

  Those dates speak to the fact that I reached out over the phone many times and was just told it was being reviewed. Then I was told you never received the email so I resent it immediately with all of the information that was already prepared. Even though I tried communicating several times, I was never told that you had not received the additional information. After another follow up call in February I was told that my claim was closed out due to inactivity, but you guys agreed with me on the phone that I had been trying to contact you so you reopened the claim and the additional info was sent immediately, because it was already prepared - including the ****** drive link. The fact that you sent the ***** email is proof that the case was reopened due to an error on Moving Claim Services side. 

  
  
  FAQ
  
  Regards,

  *****