reviews stay visible and what does notPer the conversation with the [redacted] representative, if Master Movers placed ads on their site they would revamp our review page [redacted] does not contain a fair reporting system or posting systemIf you would like to see reviews of customers that are happy with our services we are very happy to provide them as there are manyPer the notes in the account at no time was Master Movers made aware of any damages to any property or items contained in the shipmentThe customer signed the inventory sheets to confirm all items were delivered and at that time while the paperwork was in his/ her possession they had every opportunity to notate any issues and or call them and or email them to our customer service departmentNone of these reports were submittedI do apologize however, I am do not have any access to any conversations that were held with the dispatcher / foreman or supervisorThus the response on this subject came directly from Benjamin who was involved in the communications directly with Mr [redacted] Per the estimate given it was requested that Master Movers conduct packing for the job and on the day of the move due to the additional items there was additional packing that needed to be completedThe customer did not have all of the items packed and protected for a long distance moveAgain, the reporting system for [redacted] is not an accurate reporting of reviews please check the "not recommeded" link to see a full spectrum of the reviews postedMaster Movers Mgmnt has dealt with Mr [redacted] , Mr [redacted] and Ms [redacted] regarding this move and we have provided all documentation possible to show was estimated and then what was changed on the day of the moveWe feel that we did exactly what was requested of usWe thank the Revdex.com for assisting in resolving the customers issuesSincerely,Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.Thank you for your responseI’ve attached a PDF with representative photos from our move and addressed your comments within the text of your email belowCertainly I understand why you would give your employees the benefit of doubtHowever, I believe the representative photos clearly illustrate that service was not rendered as agreed and that this move was not executed in a professional manner.As I mentioned in our discussion yesterday, we’re seeking one-half of our money returned and we’re prepared to elevate this matterWhen you’ve had time to review this document, I would appreciate a timely response.You can reach me at the phone number in my sig below.Best Regards, [redacted] | [redacted] @comcast.net [redacted] eFrom: **@1mastermovers.com [mailto:**@1mastermovers.com] Sent: Monday, January 18, 5:PM To: [redacted] Cc: [redacted] Subject: Follow Up {Reference # [redacted] } Dear Mrand Mrs***,Per our conversation earlier Mrs***, first let me again apologize for any inconvenience caused to you on the day of your moveThe moving documents were given to a supervisor to reveiw, along with the notes of the conversation with Mrs*** had and the notes per the dispatcher and foreman on the jobThe supervisor recognizes that your non-binding estimate was for a total of hrs (hrs of labor, 3hrs of packing to be done, 2hrs for an additional stop plus the travel time of hr and any packing materials used)The contract shows to be opened at 12pm and closed at 9.30pm, per your estimate you had a arrival window of 7am - 1pm then the dispatcher sent you an email that the team was going to be arriving to you anywhere from 7am - 11pm (this latter window of arrival time is a courtsey timeframe as we try to get the window narrowed for you in the AM), however according to the contract the arriving crew was not late (however we do apologize for any misunderstanding in the arrival timeframe windows)Per the notes from the conversation today, Mrs*** stated that Mr [redacted] directed the crew to not pack anything, yet the Packing Materials form shows that the crew did perform minimal packing services in the amount of $211, due to the foreman not charging you the hourly rate of the $for the service he saved you money by charging you per the pieces completedThe information from the foreman shows that upon his arrive he informed you (Mrs***) of the move going over and in speaking to Mr [redacted] he would or already had a U-haul truck and bought some packing supplies for the jobMr [redacted] also stated that he did not need the crew to go to the storage unit or do any of the packing as his wife would be doing thatPer the foreman when he spoke Mr [redacted] for the second time during the move it was expressed that the crew was waiting on certain items (found inside the dres ser and in the china cabinet) to be packed as they were breakables and it was reiterated to him that the crew was not to pack anything his wife was going to be doing it, so the drawers were taken out of the dresser to allow Mrs [redacted] to pack themThe foreman stated they never did get packedThis is incorrectWe originally requested three hours of packingHowever, the crew was too slow to be of any assistanceThey could barely render services agreed to; as you’ll see in the attached document.Due to the injured crew member your account has been adjusted $and the packing labor charges were adjusted in the rating to reflect it per piece and not per hourIn the review given at the end of the move the only complaint given was that "one of the movers hurt himself and wasn't able to help the other two with putting our furniture back together" this indicates that it was towards the end of the move that the crew member was unable to helpDue to the fact that you only wanted one trip with the crew and had a full truck, the crew had not other choice but to leave certain item(s) behindThis indicates nothing of the kindOne of the movers was injured at the beginning of the moveHe may have worked one or two hoursHe should have notified your office and had a substitute to replace himMoreover, the original estimate offered a detailed list of articles that were not moved; so a per piece and not per hour invoice is not acceptable.Due to the full estimated timeframe not being used we can always get you back on schedule for the original price at your booking (as you had a promotional price of $95/hr) if you still needed to have items movedPer the supervisor he stated that you understood your move was large and was going to take some time and in trying to save some money you changed a few things you wanted to have the crew do which is completely at your discretionWe appreciate you choosing Master Movers for your relocation needs and please let us know if you need anything else.Bar Stool, Bed King (mattress – this is noted in photos; Chair, rocker; Entertainment center; refrigerator, mini; Cushions from sofa; Tv-Plazma up 40-60”; Tv-Plazma up 40”; Bar table; cabinet, corner; chest of drawers – none of the drawers were retrieved from the chests; M-Boxes (not all of the boxes were moved); Outdoor Table; exercise equipment.Sincerely,Customer ServiceMaster Movers [redacted] Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Yes I'd like to reopen the claim Thank you Dr [redacted] Sent from my iPhone > On Oct 20, 2015, at 2:PM, Julie Potter wrote: > > You have the right email addressAre you wishing to re-open your complaint? > Julie Potter, Dispute Resolution Specialist Revdex.com Serving Central > Indiana > NDelaware Street, Ste> Indianapolis, Indiana 46204-> p: 317-713-> tf: 855-833-> f: 317-917-> [email protected] > Revdex.com.org Start With Trust® > > Like us on FacebookFollow us on TwitterFollow us on LinkedIn> > Look for the Revdex.com Accredited Business seal before making a purchasing decision at: Revdex.com.org/indy> > > > -----Original Message----- > From: [redacted] [mailto: [redacted] @icloud.com] > Sent: Tuesday, October 20, 12:PM > To: Julie Potter > Subject: Damages Master Movers complaint # [redacted] > > Hi Julie, > > I’ve attempted to reach Master movers on the phone, via website, and email to file a claim for damagesI have not received a response> > Please confirm receipt of this email, so I know I have the right email > address :) > > Sincerely, > Dr [redacted] > > >
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.Clearly, just based on interactions through this site your last response now catches you in yet another lieYou said you offered another crew to come out to help resolve the issues with the move and that I declined and requested compensation insteadThanks for trying to make it look like I'm only out to get money from youThis is completely falseAs you can see, in prior conversation it was said a second crew did come out to finish the move due to the first crew had me drive back to my home, to finish getting the things they left, and then they never showed back upA second crew did come out and finish the move as a result of your delivery crews supervisor being called hours into the move and me standing in a half empty apartment waiting for your crew that never showed back upCompensation was then mentioned by him, as well as, your customer service rep instead of me just demanding it as you make it seemAs for a requesting a call from a supervisor..the call wasn't receivedHere we are weeks later and no one from this company has tried to reach out to me as requested nor has anyone tried to make things rightI'm not sure how it is ok for your story to keep changing, your company proving zero customer service or be willing to discuss the matter further without going through the Revdex.com, or how damaging my personal property and feeling no remorse is okThis has been the most disrespectful company I have had to deal withI work for a well known business myself and I can assure you we wouldn't allow this matter to happen and if it did we sure wouldn't let it drag out for months blaming the customer when we were in the wrong Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] I still haven't seen the refundUntil I get the money owed to me, I will reject their response Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I have complained about Master Movers prior to this complaint, therefore I'm hoping everything I've sent regarding my horrible moving experience with this company is savedAfter speaking with the Revdex.com, I was contacted by the company and advised that once the claim was sent in that it would be expedited by a supervisor and resolved as soon as possibleI have yet to receive a response to my claim nor a response to the numerous voicemails I have leftThe claim and photos that were requested were sent certified mail and I have received notification that this was deliveredThe move took place on 10/31/and it is now 12/7/This issue needs to be fixedPersonal items have been damaged and the day was a disaster.A response to the claim needs to be addressed now Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I am not satisfied with their response because I was promised a refund on July 6, and have yet to receive oneI would like a date from the company as to when they are going to issue the refund to me Thank you, [redacted] ***
Dear BBB,Ms. [redacted] claim was submitted incomplete and we did ask her to supply further information on that resolution. When submitting her claim to the claim department they found that there some of the items claimed were labeled as “PBO” (Packed by Owner) and unfortunately the company has no... knowledge of how the items were packed or secured and for this reason Master Movers can not assume responsibility for the damage. It was also found that some of the items claimed were not listed on the inventory sheets, thus they were not part of the contracted items to be moved and thus we can not accept responsibility for them. The claims department's biggest challenge was the notation of damage. After a very careful review of the inventory sheets it was found that there was no notation of the items being damaged thus it did not meet the requirement for “notation of exception” as stated by the Master Movers Tariff and the Department of Transportation. Section 6 of the Master Mover’s Tariff states: Filing of Claims/Complaints Procedures: “ must be limited to the destination descriptions of damage indicated on the inventory logs at the time of delivery.It is solely the shipper’s responsibility to inspect and indicate damaged or missing items on the inventory logs at the time of delivery.” Ms. [redacted] submitted a piece ofpaper that was a hand written list of items and thus did not meet this requirement. The claims department did find that there was minor property damage notated and thus the customer was offered $100 for the issue as stated in the tariff. We thank the BBB in their assistance to resolve the issue for Ms. [redacted] , however the claims department can only go by their procedures and policies in handle all claims for customers of Master Movers. Thank you,Master Movers
Dear Revdex.com,Ms [redacted] was estimated for hours to move itemsWhen the moving crew arrived they surveyed the job site and found that there were additional items and flights of stairs (which was not described at the booking of the move)The crew worked for hours to get her loaded and when the foreman came to her to keep her updated on the cost of the move and what he estimated the ending cost to be she stated she was not going to pay for the added timeWhen you contract a professional moving company to perform a job and then tell them after they have worked for hrs that you are not going to pay, that does send a red flag upThe foreman did what he was suppose to do at that time and that was to call his dispatcher to inform him of the situationWhen the dispatcher spoke to the customer he tried to explain that he understood her observation of the move however being that it was after hours and getting late he did not have the authority to waive any fees and it would have to be taken up with customer service on the next business dayThe customer was not satisfied with this response and stated she would not be paying the feesWhen the dispatcher asked if she wanted to discontinue the move she stated no, I want the move completed but I'm not paying those feesBeing a professional moving company Master Movers can not perform moves for no cost and we would have worked out a solution with the customer the next day however she did not give us a chance toWith the information of her stating she would not pay for the charges the dispatcher had to pull the crew from the job siteWe did not cancel the move as our crew was ready to finish the job, however Ms [redacted] 's refusal to pay for the fees was her decision and that is what cancelled the moveWe most definitely would have worked with Ms [redacted] on the fees especially with a report of her feeling that she only two movers instead of the contracted as this was the service she neededMaster Movers has been in business for over yrs and is always willing to work with customers in all types of situationsIt is the position of Master Movers that the customer canceled of her move and thus it was not per the cancellation policy of cancellation within hours from the booking day.Thank you,Master Movers
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 10756452, and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]Regards, [redacted] tTheir response is inaccurateI responded to their business on 8/3/2015, stating my concerns and that I wished to cancel the agreementI do not believe they are open for business on Sunday 8/2/2015, therefore my response was within three days, certainly not the days they referenceI have my email that I sent on 8/3/2015.Their policy of demanding a "deposit" and then giving customers misinformation is not fair and should be addressed immediatelyNo other business I contacted operates in this manner
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.It is not sensible for a company to come into your home and damage your property during the move, the damage along with the other damages including missing items signed off on those damages that took place and the business not take responsibility for their liability in this situationI hope that the Revdex.com will take some action or severe awareness to the public about this company's business practices.Regards, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.I was forced to reschedule or cancel my move altogether with the company That would have left me without any way of getting my belongings from my previous residence to my current residence Master Movers made a commitment they didn't keep and were extremely lacking in customer service during this whole debacle I am a single mom to three kids who had to stretch to pay for this service and to be taken advantage of by a family owned business is not only unprofessional but very disappointing The fact that a supervisor or owner will not even speak to me tells me that they do not value their customers or their reputation.Regards, [redacted]
Dear Revdex.com,Ms [redacted] submitted a claim and after a careful review of the moving documents there was no notation of damage and a wrapping waiver was signed by the customerPer the claims department they must according to the regulations have notations from the customer as to what the exceptions are/were at the time of the deliveryThe wrapping waiver shows that the customer requested not to have items wrapped as per standard in the industryThe claims department did send out a furniture repair kit that is very popular in the furniture industry and has been used by professionals to assist with the scratchesWe most certainly apologize for any inconvenience caused to the customer on the day of the move, however the claim was denied according to the polices and procedures that govern that departmentWe thank the Revdex.com for assisting in resolving the customers issues.Sincerely,Master Movers
Dear Revdex.com,We have spoken to Ms*** and addressed her issuesA crew member was switched out from her move and a second crew was sent out to her on the next day to confirm all of her items were moved and job completedThe customer stated that the second crew that was sent out was absolutely
great they were very professional and she thanks them for finishing up the job so wellA claim form has been sent to her for the damage to her propertyWe went over the process and how to fill out the form explaining that she needs to take images of the property damage along with the images to any furniture damagedThe valuation coverage was explained to her as wellAs soon as Ms***' claim form is received we will expedite it to ensure her issues are handled in a timely manner for her holiday concerns of company coming, her file will also be given to a supervisor to review and offer her compensation for the unsatisfactory service level of the work performedWe apologized to Ms*** for the issues on the day of her move and look to make it right for herThe customer was given the direct extension to customer service and email address in case she has any questions on how to fill out her claim form. Thank you,Customer Service
Dear Revdex.com,Ms*** was move don 8/27/On 8/28/she called to say that the moving crew did not put things in her basement as needed and she being an elderly woman can not do it her selfShe stated she was missing a hose holder and the hose connectedMs*** stated she was happy with the
crew members but they moved so fast she didn't have time to really see what items were being put whereAs a customer service resolution we sent a man crew to her that day (8/28/15) to complete whatever she needed done (moving boxes down into the basement, moving items from the garage into the house, arranging any furniture she needed placed correctly)The billing department closed out the moving documents for the customers move and notated that the customer had listed a chair that was damaged during the move (the front legs were broken off)A claim form was sent to Ms*** to handle this issue. On 9/4/we received a call that Ms*** stating she was missing the panel to her grandfather clock, (however, we have the signed form stating she checked the back of the truck to show that nothing was left on it)On 9/8/a voicemail message was left for Ms*** to alert her that the in conducting a warehouse search there was no such piece found so if she did not locate it to add it to her claim formOn 9/9/Ms*** left a voicemail to state that she found the hose and the rollerOn 9/11/Ms*** called and confirmed that she found the hose and the roller but the hose was brokenThen went on to say that she was missing a box of booksMs*** during the conversation became very emotional and began to cry, I assured her that we will do another warehouse search for the box, however customer service had not been alerted that there was any item unclaimed itemsThe information was sent to the dispatch department who conducted another warehouse search and has yet to find any items that fit Ms*** descriptionOur customer service department has 24-hours to return all calls and although we would like to think that the department is perfect and doesn't miss any calls, unfortunately with the volume we receive in calls some calls may not get answered until that third day and we apologize for any inconvenience that this caused to the customer. Ms*** has been given a claim for to resolve her issues with the damage or missing items and once received we will of course get it processed asap.Thank you for assisting in resolving the customers issues.Sincerely,Master Movers
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Master Movers has a history of deplorable service, as noted in multiple consumers reviews on YELPSure wish I'd looked at this sight previouslyThis company appears to be almost predatory in its business practicesAfter reviewing the comments of individuals from New Jersey to Texas, I can only conclude that they're in no way concerned about doing an honest businessI've contacted the Indiana Attorney General regarding this matter and am considering other action as well.I do appreciate the help from your office and ask that you please keep my complaint on file
Regards,
*** ***
Dear Revdex.com,This Customers Shipment and charges have been confirmed by the DOT and we will abide by the decision of the representative. Thank you again for your assistance in resolving the issue for the customer.Sincerely,Mgmnt
Dear Revdex.com,Ms*** was re-scheduled for another day as the schedule did not allow us to get to her in the needed timeframeDue to the inconvenience of having to re-schedule the supervisor did apply a 10% discount of her overall cost to the account(This amount has been refunded to the
customer.) We are sorry to hear that the customer is not satisfied with the amount, however Master Movers does see that a further credit is due to herWe most certainly apologize for any inconvenience that was caused to the customer and her family on the move dayWe thank the Revdex.com in assisting in resolving this issueThank you,Master Movers
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I received no offer of reconciliationSimply the same cut and paste reply to my *** reviewThe facts are theseI had to call the business five times before the company responded to my callIf it is common for people to underestimate the size of their move as the owner claims, whey don't they measure what is to be loaded before putting it on the truck and telling you that you are over the sf of your estimateThey did not indicate during the estimate process that a bed or any piece of furniture taken a part would count as 'additional' piecesBenjamin forgets that we had a minute phone conversation, I can provide the phone bill if necessaryTo say I did not take the opportunity to try and resolve the complaint is patently false. If the Revdex.com wants to retain it's reputation as an advocate of 'good business' I would suggest you look at the *** reviews for Master MoversAll of them report essentially the same problemWhat are the odds that customers could be wrong and the owner be rightIf Master Movers is a member of the Revdex.com I would seriously reconsider your membership standards. His claim of showing the paper signed upon delivery with no damaged goods is ludicrousOf course he's showing a signed document now, because my daughters boy friend refused to sign the blank document until the furniture was unloadedWhy would he expect we would have a blank document to support our claim? Our furniture was essentially held hostage on the truck and until my daughter boy friend insisted he was not signing the document until the truck was unloaded did they remove the furnitureThis is tantamount to blackmail. He has no knowledge of any conversation with the foreman or dispatcher that I had on the night of the move? No knowledge? First, he does as we talked about it at length during our phone conversationDoes he mean to say he is unable to ask the dispatcher or foreman on the move that night what happened? Are they no longer employed by Master Movers? If not, he should be easily able to get the info from themAs I said, there were also late, and did not packing of any kind, though they charged us for packingLook at the other customer complaints on *** and other sites and decide whom to believeI am also sure this is not the first complaint you've received about this business.]
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Master Movers has 70% of the agreed
price of the $paid before pick upIt's not my fault they chose to take everything I ownIncrease my price by nearly 250% after they took my belongings then request more money to meet that 70%That's a scamIt feels like I'm buying my belongings backThey should never have picked up my stuff.Their contract also states that they will NOT increase the price by more than 50% from the amount paid upon pick up (70%)If you ask me that's a big range, but they're not honoring that system of 70% price paid. It is deception to make me think I paid 70% then increase the price and inform me I owe them another couple of thousand or they will auction my things. They're not requesting few hundred to deliver my belongings after holding them for over weeksThey are requesting thousands of dollar moreThat's a threat to get more moneyThey scare people into going to themCheck "yelp" and "federal motor transportation services"There are many people in my position and no one is addressing this problem with master movers or stand up to this company's deceptive actions to make it right.Their contract is not binding because I never agreed to itThey have a third party's signature who thought he was giving permission for them to take my itemsThey have no consent from me to take my things based on the new price for me to get my belongings backThey have the $which is 70% of the quote I agreed to and still don't have a date of delivery.On a separate but related to character note, Ben M*** called me and hung up the phone on me 3x while I tried to meet his demands and a resolutionHe called me stupid and inquired how I can be of such education as a doctor and be so stupidHe called me, my representative lieutenant Bryan Price, and attorney fakeHe doesn't seem to understand that there are rules, laws, and real human beings lives affected by his actionsHe questioned my title, questioned my attorney's title, and my representative's title, Liars and stupid people is what he called us as we try to reason with him.He also refused to speak to my representative about details of this case but claims my representative agreed to his temrsMy representative tried to defend himself but M*** would not be reasonable with us.The business is a scamThey have no interest in transportationTheir intent is to take a portion of cash and manipulate people to pay more in order to get their belongings back from master movers.I've offered master movers more money to make up for sq they miscalculated but they refuse to meet me half wayPlease contact me ASAPThank you
Regards,
*** ***
reviews stay visible and what does notPer the conversation with the [redacted] representative, if Master Movers placed ads on their site they would revamp our review page [redacted] does not contain a fair reporting system or posting systemIf you would like to see reviews of customers that are happy with our services we are very happy to provide them as there are manyPer the notes in the account at no time was Master Movers made aware of any damages to any property or items contained in the shipmentThe customer signed the inventory sheets to confirm all items were delivered and at that time while the paperwork was in his/ her possession they had every opportunity to notate any issues and or call them and or email them to our customer service departmentNone of these reports were submittedI do apologize however, I am do not have any access to any conversations that were held with the dispatcher / foreman or supervisorThus the response on this subject came directly from Benjamin who was involved in the communications directly with Mr [redacted] Per the estimate given it was requested that Master Movers conduct packing for the job and on the day of the move due to the additional items there was additional packing that needed to be completedThe customer did not have all of the items packed and protected for a long distance moveAgain, the reporting system for [redacted] is not an accurate reporting of reviews please check the "not recommeded" link to see a full spectrum of the reviews postedMaster Movers Mgmnt has dealt with Mr [redacted] , Mr [redacted] and Ms [redacted] regarding this move and we have provided all documentation possible to show was estimated and then what was changed on the day of the moveWe feel that we did exactly what was requested of usWe thank the Revdex.com for assisting in resolving the customers issuesSincerely,Customer Service
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.Thank you for your responseI’ve attached a PDF with representative photos from our move and addressed your comments within the text of your email belowCertainly I understand why you would give your employees the benefit of doubtHowever, I believe the representative photos clearly illustrate that service was not rendered as agreed and that this move was not executed in a professional manner.As I mentioned in our discussion yesterday, we’re seeking one-half of our money returned and we’re prepared to elevate this matterWhen you’ve had time to review this document, I would appreciate a timely response.You can reach me at the phone number in my sig below.Best Regards, [redacted] | [redacted] @comcast.net [redacted] eFrom: **@1mastermovers.com [mailto:**@1mastermovers.com] Sent: Monday, January 18, 5:PM To: [redacted] Cc: [redacted] Subject: Follow Up {Reference # [redacted] } Dear Mrand Mrs***,Per our conversation earlier Mrs***, first let me again apologize for any inconvenience caused to you on the day of your moveThe moving documents were given to a supervisor to reveiw, along with the notes of the conversation with Mrs*** had and the notes per the dispatcher and foreman on the jobThe supervisor recognizes that your non-binding estimate was for a total of hrs (hrs of labor, 3hrs of packing to be done, 2hrs for an additional stop plus the travel time of hr and any packing materials used)The contract shows to be opened at 12pm and closed at 9.30pm, per your estimate you had a arrival window of 7am - 1pm then the dispatcher sent you an email that the team was going to be arriving to you anywhere from 7am - 11pm (this latter window of arrival time is a courtsey timeframe as we try to get the window narrowed for you in the AM), however according to the contract the arriving crew was not late (however we do apologize for any misunderstanding in the arrival timeframe windows)Per the notes from the conversation today, Mrs*** stated that Mr [redacted] directed the crew to not pack anything, yet the Packing Materials form shows that the crew did perform minimal packing services in the amount of $211, due to the foreman not charging you the hourly rate of the $for the service he saved you money by charging you per the pieces completedThe information from the foreman shows that upon his arrive he informed you (Mrs***) of the move going over and in speaking to Mr [redacted] he would or already had a U-haul truck and bought some packing supplies for the jobMr [redacted] also stated that he did not need the crew to go to the storage unit or do any of the packing as his wife would be doing thatPer the foreman when he spoke Mr [redacted] for the second time during the move it was expressed that the crew was waiting on certain items (found inside the dres ser and in the china cabinet) to be packed as they were breakables and it was reiterated to him that the crew was not to pack anything his wife was going to be doing it, so the drawers were taken out of the dresser to allow Mrs [redacted] to pack themThe foreman stated they never did get packedThis is incorrectWe originally requested three hours of packingHowever, the crew was too slow to be of any assistanceThey could barely render services agreed to; as you’ll see in the attached document.Due to the injured crew member your account has been adjusted $and the packing labor charges were adjusted in the rating to reflect it per piece and not per hourIn the review given at the end of the move the only complaint given was that "one of the movers hurt himself and wasn't able to help the other two with putting our furniture back together" this indicates that it was towards the end of the move that the crew member was unable to helpDue to the fact that you only wanted one trip with the crew and had a full truck, the crew had not other choice but to leave certain item(s) behindThis indicates nothing of the kindOne of the movers was injured at the beginning of the moveHe may have worked one or two hoursHe should have notified your office and had a substitute to replace himMoreover, the original estimate offered a detailed list of articles that were not moved; so a per piece and not per hour invoice is not acceptable.Due to the full estimated timeframe not being used we can always get you back on schedule for the original price at your booking (as you had a promotional price of $95/hr) if you still needed to have items movedPer the supervisor he stated that you understood your move was large and was going to take some time and in trying to save some money you changed a few things you wanted to have the crew do which is completely at your discretionWe appreciate you choosing Master Movers for your relocation needs and please let us know if you need anything else.Bar Stool, Bed King (mattress – this is noted in photos; Chair, rocker; Entertainment center; refrigerator, mini; Cushions from sofa; Tv-Plazma up 40-60”; Tv-Plazma up 40”; Bar table; cabinet, corner; chest of drawers – none of the drawers were retrieved from the chests; M-Boxes (not all of the boxes were moved); Outdoor Table; exercise equipment.Sincerely,Customer ServiceMaster Movers [redacted] Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Yes I'd like to reopen the claim Thank you Dr [redacted] Sent from my iPhone > On Oct 20, 2015, at 2:PM, Julie Potter wrote: > > You have the right email addressAre you wishing to re-open your complaint? > Julie Potter, Dispute Resolution Specialist Revdex.com Serving Central > Indiana > NDelaware Street, Ste> Indianapolis, Indiana 46204-> p: 317-713-> tf: 855-833-> f: 317-917-> [email protected] > Revdex.com.org Start With Trust® > > Like us on FacebookFollow us on TwitterFollow us on LinkedIn> > Look for the Revdex.com Accredited Business seal before making a purchasing decision at: Revdex.com.org/indy> > > > -----Original Message----- > From: [redacted] [mailto: [redacted] @icloud.com] > Sent: Tuesday, October 20, 12:PM > To: Julie Potter > Subject: Damages Master Movers complaint # [redacted] > > Hi Julie, > > I’ve attempted to reach Master movers on the phone, via website, and email to file a claim for damagesI have not received a response> > Please confirm receipt of this email, so I know I have the right email > address :) > > Sincerely, > Dr [redacted] > > >
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.Clearly, just based on interactions through this site your last response now catches you in yet another lieYou said you offered another crew to come out to help resolve the issues with the move and that I declined and requested compensation insteadThanks for trying to make it look like I'm only out to get money from youThis is completely falseAs you can see, in prior conversation it was said a second crew did come out to finish the move due to the first crew had me drive back to my home, to finish getting the things they left, and then they never showed back upA second crew did come out and finish the move as a result of your delivery crews supervisor being called hours into the move and me standing in a half empty apartment waiting for your crew that never showed back upCompensation was then mentioned by him, as well as, your customer service rep instead of me just demanding it as you make it seemAs for a requesting a call from a supervisor..the call wasn't receivedHere we are weeks later and no one from this company has tried to reach out to me as requested nor has anyone tried to make things rightI'm not sure how it is ok for your story to keep changing, your company proving zero customer service or be willing to discuss the matter further without going through the Revdex.com, or how damaging my personal property and feeling no remorse is okThis has been the most disrespectful company I have had to deal withI work for a well known business myself and I can assure you we wouldn't allow this matter to happen and if it did we sure wouldn't let it drag out for months blaming the customer when we were in the wrong Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] I still haven't seen the refundUntil I get the money owed to me, I will reject their response Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I have complained about Master Movers prior to this complaint, therefore I'm hoping everything I've sent regarding my horrible moving experience with this company is savedAfter speaking with the Revdex.com, I was contacted by the company and advised that once the claim was sent in that it would be expedited by a supervisor and resolved as soon as possibleI have yet to receive a response to my claim nor a response to the numerous voicemails I have leftThe claim and photos that were requested were sent certified mail and I have received notification that this was deliveredThe move took place on 10/31/and it is now 12/7/This issue needs to be fixedPersonal items have been damaged and the day was a disaster.A response to the claim needs to be addressed now Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I am not satisfied with their response because I was promised a refund on July 6, and have yet to receive oneI would like a date from the company as to when they are going to issue the refund to me Thank you, [redacted] ***
Dear BBB,Ms. [redacted] claim was submitted incomplete and we did ask her to supply further information on that resolution. When submitting her claim to the claim department they found that there some of the items claimed were labeled as “PBO” (Packed by Owner) and unfortunately the company has no... knowledge of how the items were packed or secured and for this reason Master Movers can not assume responsibility for the damage. It was also found that some of the items claimed were not listed on the inventory sheets, thus they were not part of the contracted items to be moved and thus we can not accept responsibility for them. The claims department's biggest challenge was the notation of damage. After a very careful review of the inventory sheets it was found that there was no notation of the items being damaged thus it did not meet the requirement for “notation of exception” as stated by the Master Movers Tariff and the Department of Transportation. Section 6 of the Master Mover’s Tariff states: Filing of Claims/Complaints Procedures: “ must be limited to the destination descriptions of damage indicated on the inventory logs at the time of delivery.It is solely the shipper’s responsibility to inspect and indicate damaged or missing items on the inventory logs at the time of delivery.” Ms. [redacted] submitted a piece ofpaper that was a hand written list of items and thus did not meet this requirement. The claims department did find that there was minor property damage notated and thus the customer was offered $100 for the issue as stated in the tariff. We thank the BBB in their assistance to resolve the issue for Ms. [redacted] , however the claims department can only go by their procedures and policies in handle all claims for customers of Master Movers. Thank you,Master Movers
Dear Revdex.com,Ms [redacted] was estimated for hours to move itemsWhen the moving crew arrived they surveyed the job site and found that there were additional items and flights of stairs (which was not described at the booking of the move)The crew worked for hours to get her loaded and when the foreman came to her to keep her updated on the cost of the move and what he estimated the ending cost to be she stated she was not going to pay for the added timeWhen you contract a professional moving company to perform a job and then tell them after they have worked for hrs that you are not going to pay, that does send a red flag upThe foreman did what he was suppose to do at that time and that was to call his dispatcher to inform him of the situationWhen the dispatcher spoke to the customer he tried to explain that he understood her observation of the move however being that it was after hours and getting late he did not have the authority to waive any fees and it would have to be taken up with customer service on the next business dayThe customer was not satisfied with this response and stated she would not be paying the feesWhen the dispatcher asked if she wanted to discontinue the move she stated no, I want the move completed but I'm not paying those feesBeing a professional moving company Master Movers can not perform moves for no cost and we would have worked out a solution with the customer the next day however she did not give us a chance toWith the information of her stating she would not pay for the charges the dispatcher had to pull the crew from the job siteWe did not cancel the move as our crew was ready to finish the job, however Ms [redacted] 's refusal to pay for the fees was her decision and that is what cancelled the moveWe most definitely would have worked with Ms [redacted] on the fees especially with a report of her feeling that she only two movers instead of the contracted as this was the service she neededMaster Movers has been in business for over yrs and is always willing to work with customers in all types of situationsIt is the position of Master Movers that the customer canceled of her move and thus it was not per the cancellation policy of cancellation within hours from the booking day.Thank you,Master Movers
Revdex.com:I have reviewed the response made by the business in reference to complaint ID 10756452, and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]Regards, [redacted] tTheir response is inaccurateI responded to their business on 8/3/2015, stating my concerns and that I wished to cancel the agreementI do not believe they are open for business on Sunday 8/2/2015, therefore my response was within three days, certainly not the days they referenceI have my email that I sent on 8/3/2015.Their policy of demanding a "deposit" and then giving customers misinformation is not fair and should be addressed immediatelyNo other business I contacted operates in this manner
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.It is not sensible for a company to come into your home and damage your property during the move, the damage along with the other damages including missing items signed off on those damages that took place and the business not take responsibility for their liability in this situationI hope that the Revdex.com will take some action or severe awareness to the public about this company's business practices.Regards, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.I was forced to reschedule or cancel my move altogether with the company That would have left me without any way of getting my belongings from my previous residence to my current residence Master Movers made a commitment they didn't keep and were extremely lacking in customer service during this whole debacle I am a single mom to three kids who had to stretch to pay for this service and to be taken advantage of by a family owned business is not only unprofessional but very disappointing The fact that a supervisor or owner will not even speak to me tells me that they do not value their customers or their reputation.Regards, [redacted]
Dear Revdex.com,Ms [redacted] submitted a claim and after a careful review of the moving documents there was no notation of damage and a wrapping waiver was signed by the customerPer the claims department they must according to the regulations have notations from the customer as to what the exceptions are/were at the time of the deliveryThe wrapping waiver shows that the customer requested not to have items wrapped as per standard in the industryThe claims department did send out a furniture repair kit that is very popular in the furniture industry and has been used by professionals to assist with the scratchesWe most certainly apologize for any inconvenience caused to the customer on the day of the move, however the claim was denied according to the polices and procedures that govern that departmentWe thank the Revdex.com for assisting in resolving the customers issues.Sincerely,Master Movers
Dear Revdex.com,We have spoken to Ms*** and addressed her issuesA crew member was switched out from her move and a second crew was sent out to her on the next day to confirm all of her items were moved and job completedThe customer stated that the second crew that was sent out was absolutely
great they were very professional and she thanks them for finishing up the job so wellA claim form has been sent to her for the damage to her propertyWe went over the process and how to fill out the form explaining that she needs to take images of the property damage along with the images to any furniture damagedThe valuation coverage was explained to her as wellAs soon as Ms***' claim form is received we will expedite it to ensure her issues are handled in a timely manner for her holiday concerns of company coming, her file will also be given to a supervisor to review and offer her compensation for the unsatisfactory service level of the work performedWe apologized to Ms*** for the issues on the day of her move and look to make it right for herThe customer was given the direct extension to customer service and email address in case she has any questions on how to fill out her claim form. Thank you,Customer Service
Dear Revdex.com,Ms*** was move don 8/27/On 8/28/she called to say that the moving crew did not put things in her basement as needed and she being an elderly woman can not do it her selfShe stated she was missing a hose holder and the hose connectedMs*** stated she was happy with the
crew members but they moved so fast she didn't have time to really see what items were being put whereAs a customer service resolution we sent a man crew to her that day (8/28/15) to complete whatever she needed done (moving boxes down into the basement, moving items from the garage into the house, arranging any furniture she needed placed correctly)The billing department closed out the moving documents for the customers move and notated that the customer had listed a chair that was damaged during the move (the front legs were broken off)A claim form was sent to Ms*** to handle this issue. On 9/4/we received a call that Ms*** stating she was missing the panel to her grandfather clock, (however, we have the signed form stating she checked the back of the truck to show that nothing was left on it)On 9/8/a voicemail message was left for Ms*** to alert her that the in conducting a warehouse search there was no such piece found so if she did not locate it to add it to her claim formOn 9/9/Ms*** left a voicemail to state that she found the hose and the rollerOn 9/11/Ms*** called and confirmed that she found the hose and the roller but the hose was brokenThen went on to say that she was missing a box of booksMs*** during the conversation became very emotional and began to cry, I assured her that we will do another warehouse search for the box, however customer service had not been alerted that there was any item unclaimed itemsThe information was sent to the dispatch department who conducted another warehouse search and has yet to find any items that fit Ms*** descriptionOur customer service department has 24-hours to return all calls and although we would like to think that the department is perfect and doesn't miss any calls, unfortunately with the volume we receive in calls some calls may not get answered until that third day and we apologize for any inconvenience that this caused to the customer. Ms*** has been given a claim for to resolve her issues with the damage or missing items and once received we will of course get it processed asap.Thank you for assisting in resolving the customers issues.Sincerely,Master Movers
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Master Movers has a history of deplorable service, as noted in multiple consumers reviews on YELPSure wish I'd looked at this sight previouslyThis company appears to be almost predatory in its business practicesAfter reviewing the comments of individuals from New Jersey to Texas, I can only conclude that they're in no way concerned about doing an honest businessI've contacted the Indiana Attorney General regarding this matter and am considering other action as well.I do appreciate the help from your office and ask that you please keep my complaint on file
Regards,
*** ***
Dear Revdex.com,This Customers Shipment and charges have been confirmed by the DOT and we will abide by the decision of the representative. Thank you again for your assistance in resolving the issue for the customer.Sincerely,Mgmnt
Dear Revdex.com,Ms*** was re-scheduled for another day as the schedule did not allow us to get to her in the needed timeframeDue to the inconvenience of having to re-schedule the supervisor did apply a 10% discount of her overall cost to the account(This amount has been refunded to the
customer.) We are sorry to hear that the customer is not satisfied with the amount, however Master Movers does see that a further credit is due to herWe most certainly apologize for any inconvenience that was caused to the customer and her family on the move dayWe thank the Revdex.com in assisting in resolving this issueThank you,Master Movers
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I received no offer of reconciliationSimply the same cut and paste reply to my *** reviewThe facts are theseI had to call the business five times before the company responded to my callIf it is common for people to underestimate the size of their move as the owner claims, whey don't they measure what is to be loaded before putting it on the truck and telling you that you are over the sf of your estimateThey did not indicate during the estimate process that a bed or any piece of furniture taken a part would count as 'additional' piecesBenjamin forgets that we had a minute phone conversation, I can provide the phone bill if necessaryTo say I did not take the opportunity to try and resolve the complaint is patently false. If the Revdex.com wants to retain it's reputation as an advocate of 'good business' I would suggest you look at the *** reviews for Master MoversAll of them report essentially the same problemWhat are the odds that customers could be wrong and the owner be rightIf Master Movers is a member of the Revdex.com I would seriously reconsider your membership standards. His claim of showing the paper signed upon delivery with no damaged goods is ludicrousOf course he's showing a signed document now, because my daughters boy friend refused to sign the blank document until the furniture was unloadedWhy would he expect we would have a blank document to support our claim? Our furniture was essentially held hostage on the truck and until my daughter boy friend insisted he was not signing the document until the truck was unloaded did they remove the furnitureThis is tantamount to blackmail. He has no knowledge of any conversation with the foreman or dispatcher that I had on the night of the move? No knowledge? First, he does as we talked about it at length during our phone conversationDoes he mean to say he is unable to ask the dispatcher or foreman on the move that night what happened? Are they no longer employed by Master Movers? If not, he should be easily able to get the info from themAs I said, there were also late, and did not packing of any kind, though they charged us for packingLook at the other customer complaints on *** and other sites and decide whom to believeI am also sure this is not the first complaint you've received about this business.]
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Master Movers has 70% of the agreed
price of the $paid before pick upIt's not my fault they chose to take everything I ownIncrease my price by nearly 250% after they took my belongings then request more money to meet that 70%That's a scamIt feels like I'm buying my belongings backThey should never have picked up my stuff.Their contract also states that they will NOT increase the price by more than 50% from the amount paid upon pick up (70%)If you ask me that's a big range, but they're not honoring that system of 70% price paid. It is deception to make me think I paid 70% then increase the price and inform me I owe them another couple of thousand or they will auction my things. They're not requesting few hundred to deliver my belongings after holding them for over weeksThey are requesting thousands of dollar moreThat's a threat to get more moneyThey scare people into going to themCheck "yelp" and "federal motor transportation services"There are many people in my position and no one is addressing this problem with master movers or stand up to this company's deceptive actions to make it right.Their contract is not binding because I never agreed to itThey have a third party's signature who thought he was giving permission for them to take my itemsThey have no consent from me to take my things based on the new price for me to get my belongings backThey have the $which is 70% of the quote I agreed to and still don't have a date of delivery.On a separate but related to character note, Ben M*** called me and hung up the phone on me 3x while I tried to meet his demands and a resolutionHe called me stupid and inquired how I can be of such education as a doctor and be so stupidHe called me, my representative lieutenant Bryan Price, and attorney fakeHe doesn't seem to understand that there are rules, laws, and real human beings lives affected by his actionsHe questioned my title, questioned my attorney's title, and my representative's title, Liars and stupid people is what he called us as we try to reason with him.He also refused to speak to my representative about details of this case but claims my representative agreed to his temrsMy representative tried to defend himself but M*** would not be reasonable with us.The business is a scamThey have no interest in transportationTheir intent is to take a portion of cash and manipulate people to pay more in order to get their belongings back from master movers.I've offered master movers more money to make up for sq they miscalculated but they refuse to meet me half wayPlease contact me ASAPThank you
Regards,
*** ***