Business ProfileforMarathon Moving Company, Inc.

I was referred to Marathon Moving Company by my real estate agent. Marathon Moving was hired by the hour to move commercial equipment and items about 30 miles from a building to a storage unit. They were paid $800 for 3 hours using 3 movers. Some of the commercial equipment was sold prior to the move so we did not need 3 movers but paid for all 3 movers anyway. During the move, one of the men was taking a glass top of a display case into the storage unit and either dropped the glass or hit it against something in the storage building. The glass shattered into pieces. The man who broke the glass and was the lead mover advised me they would replace the glass.. I made sure the broken item was listed on the inventory sheet as damaged before I signed to complete the delivery. When I contacted Marathon Movers, I was advised by Erica that I would have to pay 1/2 the cost to replace the broken glass since I had signed a contract for damage reimbursement by the pound. I was not moving by the pound and was being charged by the hour. I paid $800 for 3 hours which included travel time for the moving team. My items were never weighed. I challenged Erica about the requirement to pay 1/2 of the cost to replace the glass. She stated she talked with the manager and was following their protocol and they would only pay 1/2 of the cost to replace the glass. This was clearly the responsibility of Marathon Moving and they should pay the entire cost ($175) for a glass replacement.

Hi ****** The reason we did not fully replace the glass was you opted out of Full Replacement Coverage and elected for .60 cents per pound. We were trying to go above and beyond with the offer to cover half. Just like with car insurance, if you get in a wreck and don't have collision insurance, you will not be compensated. Unfortunately damages happen in the moving process. We appreciate your feedback and will work on properly explaining to customers how valuation coverage works. The picture you're painting is only one side of it. Thanks

In response to Marathon Moving's comment above, when I received the estimate there was a section that had the inventory and per pound section. I called Erica and asked her to explain that section and advise how it was to be completed. She said not to worry about that section since my contract was move by the hour with a 3 hour minimum. She stated I would need to pay a $200 deposit which I did. When the movers arrived the lead mover asked me to initial sections in the contract in order to start the move. Not once did they explain that if they damaged my items I would only be reimbursed $.60 per pound. The mover (who was the lead) that shattered the glass assured me the glass would be replaced at no cost to me. He even noted the damage on the inventory along with the measurements to replace the glass. Now I am being advised that you are liable for only $.60 per pound. This is a real sham and I am very dissatisfied with your response. You have been in business long enough to explain to customers how your coverage of damage works.

Ma'am I'm sorry you feel this way but this is the law in NC. We are governed by the NC Utilities Commission and they make the rules. I wish you could have worked with us to find a resolution but it's your way or the highway and we don't let customers blackmail us with threats of a bad review. Which you did, we record all calls. If there is anything else you would like to discuss you are welcome to give us a call. We always try and find a resolution...

1/31/2022 - So this is the response I received from Marathon Moving: "Ma'am I'm sorry you feel this way but this is the law in NC. We are governed by the NC Utilities Commission and they make the rules. I wish you could have worked with us to find a resolution but it's your way or the highway and we don't let customers blackmail us with threats of a bad review. Which you did, we record all calls. If there is anything else you would like to discuss you are welcome to give us a call. We always try and find a resolution..." My response to Marathon Moving: If you record all calls you need to listen to the call where Erica advises me the Per pound inventory list does not apply to my move since it was by the hour. My response to you for providing a "bad review" was not a threat - it was a promise. Your employee broke the glass and recorded it on the inventory sheet. Again - you have been in business long enough to explain to customers that you will NOT be paying for damage to their property. What a sham! You promised to send me a check for $75 which was 1/2 of the total cost to repair. Again - you have not performed your promise. Where is the check?????

Miss ******. After looking at all the facts we are sending a glass repair company to handle the repair. My apologies for the conflicting information you got.

The owner of Marathon Moving contacted me and apologized for his first response to my complaint. After reviewing my complaint, the documentation, and telephone conversations with his staff who quoted hourly rate and "per pound moving inventory not required", he agreed to replace the glass that was broken by the moving staff at full replacement rather than "@ 60 cents per pound" The owner agreed to increase education and documentation to future customers on the payment of damaged items which include "Basic Value Protection:" Mover’s maximum liability will be $0.60 per pound based upon the weight of any lost or damaged items, regardless of its actual value. From the NC Utilities Commission: Full Value Protection - $0.75 Per $100 of Value: The minimum value of the shipment will be $4.00 times the weight of the shipment. However, you have the right to declare that your shipment has a greater value and pay for that increased protection. If items are lost, the mover will have the options of replacing them with articles of like kind and quality or paying the replacement cost as determined by current market value. If items are damaged, the mover will have the same options, plus the additional options of repairing the items or paying the repair cost. All damaged items that are either replaced or reimbursed at full-market value become the property of the mover. Under this type of valuation, for example, if the total weight of your shipment is 8,000 pounds, then the total value of your entire shipment is established to be $32,000 and the charge for that level of protection would be $240. However, if you decided that your shipment has a greater value, maybe $45,000 rather than the calculated minimum of $32,000, you could establish that your shipment value is $45,000 and the charge for that level of protection would be $337.50. After several months, I did receive the replacement glass and have been educated on the requirements of the NC Utilities Commission for moving companies I appreciate the assistance from the owner of Marathon Moving to replace the glass that was broken by his moving staff.

UPDATE: We have replaced the glass in full. I just talked to Miss ****** and she was pleased with the outcome.