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:04/13/2025

  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.

  Hired to move piano from ******* to **. Order is dated 12/4/24. $1554. Upon delivery on 1/18 the 2 movers dropped the piano and 2 front legs were shoved into the piano assembly keyboard. See photos. The 2 movers tried to say they only bent 1 leg and nothing else. Piano Moving sent a repairman (who repaired it to the best of his ability). Piano Moving paid for the repairs but again not repaired into the condition it was originally picked up in. They offered me $300 compensation only after I asked for some consideration. I then wrote a letter on 3/12/25 which outlined the situation in detail. I requested a refund of the moving costs. See letter please. They have not acknowledged my last letter as of today. 4/13/25. I am seeking your help to come to some agreement. I have the agreement w Piano Moving but it would not let me upload. **Can I email it to you?

  

  Business Response

  Date: 04/15/2025

  I spoke with our client and we agreed to resolve the claim for the requested amount of $1554.00.  The credit has been issued to the card on file.

  Customer Answer

  Date: 04/16/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:10/02/2024

  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.

  My partner (********* ******) previously used this company and had a great experience. Today, however, was horrific. We specifically stated our house was up 30 stairs, measured, did all due diligence to prepare for the piano to be moved into our home months in advance. The movers arrived in a U-haul truck, were incredibly small men (two movers, and an 18 year old overseeing), and were unable to do the job. They tipped over our piano and damaged the front. They then had the gall to try to get my partner to sign off liability. When she refused, the man with a baseball cap harassed her, and accused her of not sending correct measurements (not true, and beyond surreal -- why on earth would we pay 5.5k to then not give correct measurements on an incredibly expensive antique piano??) We have worked with professional movers, and in no way were these so called "movers" in any way experienced. When ********* called and spoke to a supervisor named ****, he showed no concern or apologies and instead only replied "I'll talk to the guys and see what they say" in a monotone voice. To say this was a shocking and gutting experience would be an understatement. This is an antique 1800s piano we have been waiting for from the east coast for months to be restored, to experience this at the end of it all. Stay far away from this company. And how dare you Modern Piano Moving for hiring these types of unexperienced people to move antique pianos. We have also done a charge back on our credit card.

  

  Business Response

  Date: 10/16/2024

  The company was paid $5142 to transport piano from **********, ** to ***********, ***    The complaint about coming in a U-Haul is a misinterpretation from the client.  The delivery team needed to have a smaller box-truck sized truck to complete the move because the neighborhood is not tractor-trailer accessible location.  The move is in ****************   When situations like this arise, it is common practice to shuttle the vehicle in a truck that can safely park and navigate the streets.

  The delivery consisted of 30 steps to navigate.  The Sales *** and Dispatch team did not receive the photos of the delivery steps in advance to the moving day, as requested, to be best prepared for the move.  The moving team navigated the first ten steps and the next round of steps was going to have some incredibly small access.  The client was unhappy the team suggested they sign a release waiver for the remainder of the steps that consisted of tight spaces.  They allege we damaged the foot of the piano and proceeded to kick our team off the property.  They would not allow our team to collect our moving equipment.  The client contacted our President, who was 3 time zones away, who calmly stated he would need to get more information. 

  The following day our Sales Manager spoke to the client to assist in helping find another team to complete the remainder of the move.   The client stated they have to pay another mover $500 to finish the job.  The following day, I personally spoke to client and agreed to reimburse the cost of the other company to finish the task.   The price changed to $600.  Within an hour of this call, the company submitted a $600 credit to the card on file (attached report).  The client disposed of our company's moving equipment (piano board, straps, moving blankets and dolly) without concern of us wanting that back.  The value of such equipment approximately $400-500 so we would have liked to send another 3rd party to retrieve. 

  We feel we returned the fair value of the move within a reasonable timeframe.

  Customer Answer

  Date: 10/24/2024

  Hello, I was out of the country and unable to respond in the 7 business days. 

  I have information to add in response to what was said by the owner of the business I filed a BBB complaint about:

  Unfortunately, there are many plot holes in what the owner stated, and from reading ****** reviews, he has a history of undermining and not taking accountability when he hires inexperienced and unprofessional movers.

  We also noticed that multiple keys are broken. You must allow the piano to sit for a month or two before it gets tuned, and this came to our attention when we were preparing to have it tuned. 

  We did send photos as well a description of our steps. The professional movers we hired to finish the job his team was unable to accomplish, were amazing and had no problem bringing the piano up the stairs. They were both 6'2+ and very muscular, while the movers he hired were short men and not muscular. I was not aware of this when I made the complaint, but my partner saw the movers tip over the piano while moving it up, and said "Oh my god." This is when we believe the damage occurred. They did not tell my partner this happened and hoped she did not see it.  

  Also, my fiance talked to the owner on the phone, where she stated that we had the piano picked up from a piano restoration company. Therefore, any damage that happened prior to that was from his movers/moving across the country. Him saying it was "allegedly" damaged during shipment is therefore ludicrous. We paid 25k to have it restored. It is an 1800s antique piano. We also previously used this company and had a great experience, moving our other 35k piano. We will be doing a charge back today for the payment of the broken keys. And yes, in LA, moving a very heavy piano costs 600, it went up 100 as we tipped them for their outstanding work. 

  

  Business Response

  Date: 11/07/2024

  We already refunded the customer the portion of the move they did not allow our team to complete.  They received a $600 credit to their payment method on file for set of steps they paid to have another mover complete the job.  We will not be refunding the entirety of the move I suspect they are seeking.  This was a nearly 2800+ mile trip long distance piano move from ******** to ************       

• Initial Complaint

  Date:02/08/2024

  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.

  On 8/17/2023 we contracted and paid $4313 to have Modern Piano deliver a piano delivered from ******** to **********. The piano was delivered 9/10/2023 and Damage was noted to the delivery team who advised me to submit a claim. I took pictures of the Damage and sent it to Modern Piano on 9/10/2023 they responded they had forwarded this to their claims department. Their claims department confirmed the damage was not there on 8/17/2023 and they would repair the damage. On 9/18/2023 they advised me they were having trouble securing a repair facility and asked me to help. After 3 unsuccessful attempts to get a mobile repair company to repair the piano at the house I found piano artisans a local company who specializes in piano repairs. They advised me that the piano could not be repaired at my home and it would need to be picked up and fixed in their facility and provided an estimate. I submitted that estimate to claims on 9/22/2023 for months they have been trying unsuccessfuly to find an alternative repair shop. On 11/7/2023 they refused to use the company I found stating ***************** would not approve the estimate from Piano Artisans, half of their estimate was for moving your piano, and with us being a piano moving company, we always provide that part of the service."After much back and forth I agreed to use a company they found after they guaranteed the work this was on 12/4/2023.On 1/19/2023 their company came and performed the work at my house. When I inspected the work it was not acceptable. The color match is not acceptable and the finish does not match the origional finish as they did not apply a lacquer over the repair as the panel they repaired originally came with.At this time we would like a refund of the charges so we can have the damaged done in shipping repaired properly by a piano specialist.

  

  Business Response

  Date: 02/16/2024

  The issue will be further discussed with the client on February 19, 2024.  The biggest issue is the damages the client alleges we caused were already present on the piano when we picked it up.  It has erroneously approved as a "claim" without having been adequately reviewed.  We have the photo's taken by the driver at the origin to confirm the marks were indeed on the piano.   No touchup repair should have been scheduled to be begin with.   We have attached to show this.   We've already spent $890 to fix an issue we didn't cause.  The repair company even had a signed release.   There should be no further action on this matter.

  Customer Answer

  Date: 02/27/2024

  Complaint: 21268505
  
  I am rejecting this response because:

  If you look at the attached picture Which I sent to them the day the piano was received you can clearly see the damage. The photos they have do not show the damage.

  The repair that was performed is unsatisfactory, **** was not authorized to accept the repair and was told she had to sign the document but if there were and problems with the repair they would take care of them .

  Referring to the attached E-Mail dated 12/4/23 from Modern Piano said they will stand behind the work completed.

  Modern Piano should pay the amount quoted to fix the damage caused by their move by the Piano repair company I found which was at their request since they were not able to find a company that could repair the damage they caused, see the attached e-mail from ****** Dated 9/18/23 asking for help Finding a repair shop. In reading the thread of the e-mail you can see ****** noted its clear the damage was not there when they picked the Piano up referencing the photos their crew took when they picked up the piano and noting the claim had been approved. It is clear to me that once they received the estimate I provided and saw the Price they wanted to use a cheaper company which they suddenly could find after they received the estimate from Piano Artisans.

  If there was damage on the piano when it was picked up Modern Piano should provide a bill of lading signed by My Mother noting the damage was there. 

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

  

  Business Response

  Date: 02/28/2024

  I have the original photos from the driver at the pick up before the piano was wrapped up for shipping.   I had them sent through text message as original size instead of compressed (less quality) photo through email.   The damage is undeniably pre-existing.   I have re-attached these photos to show the damage at the pick-up location.   By zooming in you can see it clear as day.   We tried doing the right thing until new evidence came to light.   We've already invested $900 to touch up the piano, to which you or someone on site, signed off with the ********** Guild (beyond the point)..  We will not be further refunding your 2800+ mile cross country move for damage pre-existing.   
  

  Customer Answer

  Date: 02/29/2024

  Complaint: 21268505
  
  I am rejecting this response because:
  

  The Photos they provided do not clearly show the damage as pre-existing I need a bill of lading signed by the Shipper (my Mother) showing the damage was there. If they cannot produce a signed documetn noting the damage on pick up they need to pay to fix the damage properly.
  
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 06/11/2024

  06/11/2024 M-TR [M] LVM for the consumer requesting a current update for possible mediation.

  06/18/2024 M- TR [CR]  Hi, ******, this is ***************************** returning your call about my case against modern piano movers, it has not been resolved. I am interested in my options. My phone number ************. Speak with you soon.

  06/20/2024 M-TR  [M] Could not leave a message MB was full. Sent an email regarding mediation. [CR] ************ sent out a repair company to repair the damage they caused, but was only made the damage look worse. Only after I complained about the repair job did they state that it was pre-existing. I have asked for the paperwork that list the damage before the move and they did not provide it to me. I will send photo's of the subpar repair job they paid for.

• Initial Complaint

  Date:03/29/2023

  Type:Delivery 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 a ******* vintage organ from ***** ****** at ******* organ world Feb 8, 2023. I was originally told delivery would be a couple weeks. It is now end of March and I’ve made two payments on an item I’ve never received. I contacted the finance company and told them I’m not making anymore payments until I recieve my organ. This may be a scam. I’m not sure. I know I paid $7,000 for an organ including $1,300.00 for delivery. The movers picked up my organ March 16th and I still don’t have it. I’m requesting half of my delivery money either from the moving company or the seller. Complaints filed on both. I will not be a satisfied customer unless I recieve my product along with $650.00 refund on the sorry service!

  

  Business Response

  Date: 03/30/2023

  To whom it may concern:

  This organ move was booked and paid for via your seller.   You may be the recipient of this delivery, however you are not our direct client nor have a formal agreement with us.  Your dissatisfaction with the delivery timing may be misdirected or misunderstood.  Our normal procedures call for a 30-45 day window for pick-up and once picked up a 30-45 day delivery window.   This length of time is necessary as we are often booked several weeks in advance.  We service the entire country and build regional routes to optimize.   Our average length of time is just over 30 days for each stop. 

  Both pickup and delivery will be within our expected range:

  Organ move first quoted Feb 23 and picked up March 16.   Delivery is estimated to be the week of April 11- April 15.   You will hear from our Dispatch team at least 3 business days in advance to confirm.

  We can understand you want your organ delivered as soon as possible.   With all due respect, Modern Piano will be unable to accommodate this request for compensation.  

   

• Initial Complaint

  Date:01/10/2023

  Type:Delivery 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 contracted with Modern Piano Moving company to move a Piano from Missouri to North Carolina. An initial quote was submitted on June 26th that included all details of the pickup and delivery. The pickup happened on August 9, 2022. At that time we were told that an estimated delivery would be on our around August 24th. I was not contacted again until September 6 for approval to deliver sometime between September 21 and the 28th. After giving responding back with several dates of those that would work, which didn't include the 25th, I was told it would be delivered on Friday that 23rd. The day before I received a voicemail from ***** that due to an unforeseen event with the drivers it would not be delivered on the Friday after I cleared my work schedule to ensure delivery, and less than 24 hours before it was to arrive. I was then called the next day on Saturday to let me know know that the piano was to arrive on the 25th, which is the Sabbath and due to religious reasons was not possible for a delivery date. On Monday I contacted ******** ***** in the sales department and was told to contact the dispatch department again. After talking to ***** she mentioned the next delivery window would now be November, two months away. I asked her specifically at that time to know the exact location of my piano so I could arrange delivery on my own, seeing as this was now three months later than the initial estimate. She was supposed to get back with me and I never heard back from her. The next correspondence I received was an email saying that my piano would be delivered from November 13 through the 20th. I again replied back with several dates in that range that didn't include Sunday. None of those dates worked and was told December. After not hearing from them through December I was just told Jan 21 to 28th. I replied back that all would work except for the 22nd, Sunday to which I was just told that was the ONLY date that would work. Deliver my piano!

  

  Business Response

  Date: 01/11/2023

  Immediately contacted client and agreed to prioritize this delivery route that fits his needs and apologized for length of time.   We will accommodate a weekday delivery, targeting Monday January 23.   Client was friendly and reasonable.  He offered a secondary location should any extenuating circumstance cause further delay.