ComplaintsforModern Piano Moving

• Initial Complaint

  03/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  01/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  07/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I engaged the services of Modern Piano moving at a cost in excess of $1,000 (incuding insurance for the move) in January of this year. A music cabinet was damaged in the move (a leg "went missing") and was not found. I reached out to Modern only to be told the insurance did not cover items moved other than the piano and the bench. I was told they would look for the leg. If Modern had been able to recover the leg (it was not in the extensive wrapping suggesting it was previously opened and leg discarded) the repair cost would have been $100. To find a wood worker with capabilities to craft, stain and reattach a new leg was $400. I am seeking reimbursement of the $300 difference in the two repairs. I have uploaded a Word document with additional details.

  

  Business response

  07/21/2021

  Requesting an additional few days to continue researching this.   The original message said a word document was attached with more information but I am not seeing that.  Can this be clarified and/or sent to me please?

  Customer response

  07/26/2021

  Complaint: ********
  
  I am rejecting this response because:
  
  

  _{We engaged the services of Modern Piano moving to move a baby grand reproducing piano from Mount Laurel, NJ to Grosse Point, MI.  I did purchase the insurance that Modern offered. The pick up on 2/24/21 of the piano was excellent with all items secured in moving blankets, numbered and carefully loaded into a large track trailer.  The delivery of the piano on 3/30 was distressing.  The piano bench was missing (found and delivered a month later) and one of the music cabinets was missing a leg which was not in the moving blankets.  The mover suggested the cabinet only had 3 legs.  I was not happy, but I assumed the repair would be covered by the insurance.  I did reach out to Modern and they assured me they would search for the missing leg. It was never found. They also informed me that the insurance was on the piano only—not the move.  It was difficult to find a wood worker to craft a matching leg and reattach to the cabinet.  The cost to reattach the leg and repair the finish would have been $100.  The cost to create and attach a new leg is $400. I would like to be reimbursed for that cost.}

  
  
  Sincerely,
  
  ***** *****-******

  

  Business response

  08/03/2021

  I've extensively interviewed the crews as well as put in a search for the described missing leg and have not found a solution.   While it does specifically state specifically states in our moving policy the client received through email upon booking as well as stated on our website policy that additional items are not covered under our valuation policy.  Only the piano and bench.     For extra items, "All items must be properly pre-packaged. Items that require special handling may cost more. Items cannot be glass or other highly fragile materials. We do not cover additional items with valuation".   In good faith the Company would be willing to settle for 75% of their asking price of $400 for this repair, settling on $300.   The client should contact our Accounting Department to provide their preference of of reimbursement method.  

  Customer response

  08/04/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****-******

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