ComplaintsforMorse Moving & Storage

• Initial Complaint

  09/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  August 4th started a move hiring Morse moving. Every interaction or search for resolution has been met with dismissal, avoidance, omission, lying. We could not come to a resolution. I have records of correspondence seeking resolution with this company.Most concerning complaint is two final payment were required by contract that were different from estimates (final billing). In between these two payments a request for additional money was placed and threats to withhold property without payment. When asked for explanation they couldnt produce one.Upon final delivery they requested final payment as expected. In addition they also included this unexplained charge and a threat to withhold property without payment. Weeks after payment I request records of charges only to learn they do not have any records and only produce invoices the day they are requested if requested at all. I voice my concern if you have no records prior to producing an invoice weeks later this leaves room to manipulate charges however you see fit while withholding peoples property because its your policy. I also question what appears to be double charges. Again, dismissed with no legitimate record keeping.During this move asking for help or clarification was met with aggression and mistreatment of a stressed person let alone a disabled female veteran. This companies stance is these issues in their entirety are completely acceptable and undeserving of any consideration. I can share all these correspondence with this company who at very least seems to operate in a grey area

  

  Business response

  10/07/2024

  Iset up an appointment time with ***** for Tuesday at 4:00 because when I called him he was at work and could not talk at the time. I called him promptly on Tuesday 10/1/24 at 4:00.  He did have a move with us.  Our coordinator never talked with him throughout the entire move process - it was always with his finance.   When I asked about some of his concerns - since they were all with his finance I asked if I should be talking to her as he was not present on Pack day, Load Day or Delivery day.  He told me that all "He" has was issues - but he was never there.  We packed, Loaded on the day that was promised.  The delivery day because of issues with the driver was 2 days late.  Our coordinator sent a delay claim form which to my knowledge was never filled out.  ***** told me that the crew was rude and made his finance feel very uncomfortable.  I asked what they said or did - he would not tell me.  He said in the comments that we delivered him 2-3 weeks late - well it was 2 days.  He accused me of not reading the emails and being prepared for our call.  I told him that I did he did not believe me.  I asked him over and over what he would have me do to turn the move around.  He then said "you tell me - you read all the issues".  I investigated the issues and I didn't see any - he told me that he wasn't going to let me talk with his fiance because he wasn't going to go there and upset her again so I asked him again what was said.  I had no notes in our system of his fiance being upset.  We send out a letter of confirmation with dates - we sent out an email with the cost.  He told me that he was taping our confirmation - I told him that all our lines are recorded.  He accused us of not respecting the military.  Every question that I ask of him he would not answer and kept bringing up points that did not happen.  I talked about the fact that he was not there on packing, loading or delivery day - he said what difference did that make.  His or his fiance's items were brought into storage in our ********* location.  I asked him what did he pay - because he is accusing us of not charging him correctly in which he told me "I don't know - you should know".  Well if he had all the emails he would of received an itemized **** - I told him I would send it to him agaiin in which he told me "that is the bill he thinks we are lying over".  After 44 minutes I finally let him know that I was hanging up as our conversation was really going nowhere.  So if you can figure out what he really wants - when he was never the person we talked with during the move - he was not present at packing, loading or delivery.  We did not "hold anything hostage" however all money due has to be paid before delivery.  Thank y ou.

  Joy Morse Green

  ************

  Customer response

  10/14/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

  First, theres no resolution proposed here.

  this response is just more outright lies, omission and prevarication and a great example of every interaction with this company. I have to believe is just an attempt to distort and confuse issues previously stated.

  i would like to correct one thing. The employees that actually did the moving were nothing but cordial. It is the dealings with everyone in the office from the top down that have been where all these issues originated.

  Within the first 60 seconds of my phone call with joy she began to talk over me, attempting to bully which in turn turned into screaming matches which continued throughout this correspondence. To start a resolution in such a way means she had no intention of coming to a resolution or concern with these complaints.

  this feigned inability to understand my complaints I feel is only a way to evade responsibility. All issues have been previously stated to exhaustion in emails with this company. For whatever reason joy would not go over these specific emails even when offered to forward them again and again. I believe joy doesnt want to come to a resolution and believes these complaints are a joke and undeserving of being taken seriously. 
  

  Again Im not sure how many times and to what end I can explain these issues any clearer to joy and her office. They have every thorough explanation and no need for any more explanation in attempts to distort and evade accountability. In an attempt to be done with this exhausting company when asked what I wanted I said $400 in unexplainable charges, an apology, and maybe a reevaluation of business practices. All of which joy denied. 
  

  does this sound like an attempt to come to a resolution? I think not

  
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***** ********

  

  Business response

  10/29/2024

  He is the person that wrote the ************* review and also the same thing to the BBB.  He will probably write more because after 44 minutes on the phone with him it went nowhere - I told him that I was hanging up and I did.  I have come to the conclusion that he is trying to get his entire move paid for by us as I could not find one thing that we did.  He was not present during packing, loading or delivery I asked but he would not tell me what his issue is other than he thought the communication was awful I asked him why and he tells me "didn't you read all the emails?" I asked him if he was present during this entire move and he asked what does that have anything to do with it.  He will not tell me what was said to his fianc that upset her.  I asked him since he was not there during packing, loading or delivery (he would not say that but ****** said that she always talked to the fianc and she said he wasnt there)  I should be talking with his fianc he talks in circles said we held his items ******* until he paid his bill and he didnt agree with the bill.  I asked him if he was at delivery he would not admit anything.  I asked him again what was said to his fianc that was rude and/or made her feel uncomfortable he would not tell me.  I asked what it was he paid he tells me you tell me  I have an inch of emails that he kept accusing me of not reading so I read them all to him and asked him again - what would you like me to do - so he accused me of not reading the emails.  I asked if he was there during any part of the move and he would not answer.  I asked him if I could talk to his finance and he told me "no I don't want to upset her again" I still do not know what we did.  He packed, loaded and delivered in the time frame that we gave him.

  Customer response

  11/05/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  good morning,

  This is a perfect example of how this business continues to handle complaints with lies, omissions, assumptions, fabrications and prevarication. I have tirelessly explained in detail the issues I have in correspondence with this business even prior to contacting the BBB. Theres only eleven emails detailing these with ***** in their office. Starting on September 13th. I have continually offered to forward these for review. Refusal to acknowledge explanation of issues and a feigned inability to comprehend clearly stated issues is not a business practice that absolves you from accountability. Customers shouldnt be put in positions of stress; defending lies and prevarications in order to cloud basic problems. This is obscene. Its frankly disgusting  and deserving of an apology in and of itself. Again, I can forward the eleven emails which contain everything this business needs to resolve these issues. Its only eleven emails to read. Also, requesting $400 and an apology is hardly a request to reimburse an entire move and is beyond reasonable to pay for some of the exterminator cost from this company use of old boxes requested not to be used because of insect eggs and mouse f**** This is also detailed in the emails this owner claims to not understand.
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***** ********

  

  Business response

  11/08/2024

  OK - he can say that we are liars and that we did not apologize and that I did not read his emails.  I apologized multiple times that he felt that I didn't - and that his fianc was insulted - I did read the emails which really said accusations that he would not back up with answers when asked - I asked to talk with his fianc as she was the only person at packing, loading and delivery.  He would not allow me.  He said we insulted her I asked him how and he would not tell me and that he wasn't going to "open that up again".  I read back every single email when he kept accusing me of not reading - there was nothing substantial that really happened.  I figured that he wanted me to refund all the money he spent on his move.  When in reality - we packed on time, we loaded on time and we delivered on time - so there is no compensation for this as everything was on time.  I still do not know to date what I was apologizing for - so may not of sounded sincere- but my comments to him were "what would you like me to do to turn this around" in which he commented "you tell me what all my trouble is worth".  I asked him multiple times - "were you at pack, load or delivery" in which he tells me it doesn't matter - "read my emails". So I asked him if he would like me to read them back to him again and that I did read his emails.  He was not at pack day, or load day or delivery day.  He said he received his items weeks after he was supposed to - this was not even close as I went over the confirmation letter with the dates and all the dates were met. He talked with our customer service manager - she turned it over to me because she had no idea what he wanted and gave me all the emails.  We move over 3000 customers a year - and have been in business for 70 years.  We have ********************** some way with our customers.  My opinion is that he is playing a game that I don't appreciate. Slandering our company that has carried an excellent rating for over the 30 years we have been with *************** and also the recipient of Agent of the year.

  Customer response

  11/15/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  I have experienced this businesss idea of excellent service and wrote a review detailing my experience. I shouldnt have to defend myself, but the idea I wasnt involved is insanity. Im the name on every correspondence and also was the point of contact for this company. I would speculate these are ideas of a lunatic, incompetent or unethical person. I would imagine these evasion tactics used to elude accountability would account for any complaints or claims to leave the complainant exhausted to the point of forfeiting a pursuit of resolution. This is exactly whats being experienced now. It would be interesting to investigate how many complaints/claims were filed against this business that ended in denial or forfeiture of resolution. This would probably result in such a business rating. 
  in my previous response I again tirelessly stated one of many problems this business refuses to address. The use of boxes requested not to be used because of insect eggs and rodent f**** used by this company to pack property anyway. How much clearer can I be? Is this owner going to continue to avoid acknowledging this complaint and respond with an inability to understand this complaint? Alternatively is the answer just going to be another refusal to try and come to a resolution of a simple clearly stated issue? I would expect more of a business with such a respectable rating, unless its just a consequential rating resulting from deplorable business and ethical practices this shouldnt be this difficult. 

  Regards,
  
  ***** ********

• Initial Complaint

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From start to finish, this move was a bad experience. The packers did not show up when they said they would and on day two, one had a health issue and had to leave the job. We were extremely sympathetic to this and in fact, we were the ones to alert the company of the issue. Morse did not try to problem solve and did not communicate with us as to what the plan was moving forward. This caused us to have two movers instead of three and one was on day two of the job and required a lot of training. All communication was from us trying to get answers. No calls or communication from Morse at all. We weren't given an inventory list at move out. We weren't told when our items would arrive at our new home. We were told that various different drivers would be bringing it. Once our items arrived at our new home and everything was unloaded, I was asked to sign the paperwork on a tablet but all I was presented with was the signature box, so I had no idea what I was signing for. I refused to sign because we still had not received paperwork or the inventory sheet. I communicated this to Morse and to the driver's representative After pushing to get the paperwork we received it a few days later and my signature was forged, and damage was noted to furniture that had no damage. It was an effort to cover themselves and it was blatantly apparent. I was shocked and disappointed (especially by the illegal forgery) and when we reached out to the company last week, we were told they would get in touch with us. There still has been no communication. We refuse to pay them until this legal matter is resolved. The representatives are not focused on customer service. There has never been an apology or an offer to discount the move or make it right. Now we are faced with a situation that is unethical and illegal. I will never use this company again and I feel that others should be warned about their horrific business practices.

  

  Business response

  12/27/2021

  We never begin a move thinking that anything will go wrong.  Sometimes when things fall through the cracks it becomes a snowball effect.   It appears that we did have alot of issues with sickness.  Customer states that they were sympathetic.  The driver and the "in charge" crew member fell ill - totally unavoidable on our part.  The comment that we did not do anything was not true and I apologize that they felt that way.  We immediately contacted another driver - we set up for her to park her trailer at our Indy branch so that we could fly her out to CA and drive back the truck and immediately began to figure out how we could get this delivered in the span of their delivery.  The driver spent 3 days in the hospital and he had his tablet that all documents were on.  We contacted the customer on a few dates that we might be able to deliver within the span of their delivery.  I know that this upset the customer and they also had plans - after the driver was released from the hospital he felt that he could drive to Michigan safely and deliver the customer on the date that he told them and this was done.  The coordinator on the ****** relocation also fell ill and was admitted into the hospital for over 2 weeks and is still out sick as we speak.  This season has been extremely challenging for any of the trucking businesses.  The driver was supposed to collect payment before opening the doors to the truck - this was not done so we have been trying to collect $13,735.52 since we were informed by the driver that he did not collect.  I understand that the customer was very upset and spoke with our customer service supervisor yelling at her.  The customer was upset and they did not have any paperwork and refused to pay because of this.  When we sent them the paperwork - they again did not pay because the document was signed by the driver.  We could not get the paperwork to the customer without a signature because the program the driver uses does not allow it to move forward without one.  Why he signed the customer's name is beyond me - he should of just signed his own.  The issues that happened during the course of this customers relocation - although - upset the customer understandably - was not something that we can control.  With the lack of good qualified labor throughout the world - it is not surprising that we had a shortage of crew members.  What happened is that the driver fell ill, his coordinator fell ill - and we work on getting everything squared away with the other coordinators - and I can only apologize that this happened.  I really do wish that everything was perfect in this world today and our customers would not have to feel the impact of the bad service industry that we are forced to have today unfortunately - but saying that we did nothing to fix the situation was not true at all and they packed, loaded and delivered in the time that was quoted.  To my knowledge the Walkers did not have a claim - and if they did - it would be settled according to the valuation that they had on their contract.  I will agree to $500 compensation when their **** is paid in full.

*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. ↩