Dear Revdex.com,Mrs*** original paperwork just returned into the office yesterday and is being processedAll of our drivers / owner operators are agents of Master Movers and work within our tariffIn the moving industry "owner operators" are used to haul all types of commodities across the US, including furniture. Thank you,Customer Service
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
[Provide details of why you are not satisfied with this resolution.]?
I agree with the response regarding the damaged materials and have filed with the insurance companyBut I'm assuming that by accepting it means the issue has been resolved, and it has not.I would like to be credited for the requested amount due to the late deliveryThe message stated that I would have a response from the company this week.I am rejecting the response until I have been credited and the issue is resolved
Regards,
*** ***
Dear Revdex.com,Information was submitted to show when the cancellation request came thruMaster Movers feels with the information we have that we are upholding the cancellation policy and no refund is dueThank you,Mgmnt
Dear Revdex.com,Ms*** was given a refund and per the supervisor there is no other credit to be issuedMaster Movers thanks the Revdex.com for assisting in resolving this customers issue. Thank you,Mgmnt
Dear Revdex.com,This shipment is en route to the customer and they have been notifiedPer the records in the order the customer has spoken to a supervisor and once the delivery is completed the billing department will calculate the customers compensation due regarding the late delivery.Thank you,Customer
Service
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.] I have the email I sent on 8/3/informing them I wished to cancel the transaction because I was not informed that there was a $transport chargeMy bank is involved as well to assist in recouping this unfair charge
Regards,
Brad ***
Please note that all reviews and or complaints are being handled in-house, Master Movers is no longer a member of the Revdex.com and should you wish to resolve your issue with our company please contact us directlyWe appreciate the Revdex.com's format for assisting consumers in resolving their issues
317-872-x or x Thank you, Master Movers
Dear Revdex.com,Please see the attached paperwork from Ms***'s moveThere was not an additional insurance policy taken out on the move, which leaves the valuation coverage to be appliedAll claims are resolved according to the .60/lb/article ruleAll claims must meet certain criteria to be approved
for any type of reimbursementYou will see the first form "Order for Service" which confirms the customers knowledge of the valuation coverage should it be needed of .60/lb/articleThe following forms are "inventory sheets signed at the time of the delivery", "claims resolution letter", "release and settlement form", "response to the customers request to re-evaluate the claim", "response to counter-claim"Per the claims policy the following two rules must be followed: Section of the Master Mover’s Tariff states: Valuation of Coverage: “… As a licensed carrier with the US DOT we are required to provide limited liability coverage at no charge to the customerUnder this option, the maximum liability is limited to per pound per article for all items indicated as damaged or missing at the time of delivery on the inventory logsFailure to indicate damage at time of delivery will waive carrier’s liability.” Section 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 deliveryIt is solely the shipper’s responsibility to inspect and indicate damaged or missing items on the inventory logs at the time of delivery.”On the inventory sheets it lists certain items as exceptions at the delivery, which confirmed for the claims department that the customer utilized their right to notate exceptionsAny item claimed by the customer that was notated as an exception was processedThe information on the delivery team was forwarded to a supervisor and those issues were handled internallyMs*** is asking for to go above the claims policy per her feelings of the settlement not being fairWe most certainly appreciate the customers position and have explained that our claims policy is governed by the DOT and must be adhered to with all claims processedWe appreciate Ms***s business and have apologized for any inconvenience that was caused to her and her family during or after her move. We thank the Revdex.com for assisting in resolving the customers issues.Sincerely,Customer Service
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.[Provide details of why you are not satisfied with this resolution.]The refund provided was for over charges made, not a response to damages above and beyond what would be expected by a respectable company when moving furniture. This has been a horrible experience and I will be sure that is shared with as many people in as many ways as possible. Companies that treat their customers the way Master Movers has should be brought to the attention of all consumers.Regards,*** ***
Dear Revdex.com,Please see the attached receipt for Ms*** move which reflects the charges and refunds issued to her accountThe customer's rate was changed to reflect the number of men sent to perform the job of which the customer agreed to prior to adjusting the priceWe have refunded the
overpayment amount and confirmed that with the customerMaster Movers feels it has handled and addressed the issues pertaining to the customers moveWe again thank the Revdex.com for assisting in resolving the issue for the customer.Thank you,Management
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.[Provide details of why you are not satisfied with this resolution.]Regards,*** ***
Dear Revdex.com,Ms*** contracted Master Movers to pick up items which on the day of the move increased to (part of items are always accounted for)The customer also had additional packing to be completed on the day of the move which accounted for an additional increase in the costThe
attached documents show that the customer was given the original price per cuft of space reservation instead of the contractual $6/cuft for additional space reservationThe supervisor did confirm that the shipment was cuft of space reservationI do apologize but I don't have any information on any of the conversation the customer had with the supervisor and or dispatcherI'm not sure what blank form the customer is talking about to have signed at the delivery as all documents at the drop off are filled out and are only needing the confirmation of the delivery being completed, (attached are documents after the pick up)The customer has every opportunity to notate any issues / exceptions at the delivery should they occur and call in to report any issuesMaster Movers appreciates the Revdex.com's assistance in resolving the customers issues and we feel that we have done all we can to assist the customer. Thank you,Customer Service
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
First off, I moved to the eight floorThis shows they have no idea what they are speaking aboutSecond, *** *** (Property Manager) at *** *** will confirm they had access to a freight elevator to the apartmentAlso, two men did not move me: My niece, and if I need to get her involved I will, just let me know*** *** assisted in moving my daughterMy husband *** *** and I moved, me pretty much, why your two movers worried about paperwork and arguing on the phone with somebody at Master MoversMy daughter did call to Master Movers, but they hung up on herDo I need her to give her story to you? *** ***Last but not least, the foreman and I went over everything on the contract, I had everything separated even, Rodney knew the game plan, we counted every piece and I helped Rodney wrap stuff and carry bar stools down and the couchThey did not move ten pieces, they moved, my bed, my daughter's dresser, her bed and the tv stand. We moved bar stools, both bed frames and the couchSo, how are they coming up with ten pieces? Second, the boxes...They did not move any boxers...*** ***, *** *** and *** ***, moved all boxes for *** *** They moved some boxes for me, but not all of them because while at the *** moving me in, my husband again, had to step in while I listened to the Foreman on the phone with whomever, again, charging me another $for the paperwork chaosPlus, we were supposed to get money back for any supplies we did not useThey used my tape because the foreman told *** and I he would have to be charged for itI said, no, it states in the contract we prepaid for tape, I showed him...We still used mine, but we did not use seven rolls of theirs or any of their boxes*** got boxes from his workHave we seen a refund for that NOThe only thing they used was mattress covers, but than that is really not true because the mattress cover that was supposed to be on my bed was off before it even made it to my apartmentI have no idea what happened to itI do not know how to get this resolved, but Master Movers is lyingDEAD LYINGI hate saying that, but they did not move everything they stated in the emailAnd again, I will be happy to have ***, ***, *** and even *** can state what was going onShe had to come up to my apartment several times and ask what was going on with the freight elevatorI have emails to Linda regarding the time restrainsts which I have attachedI probably could dig up more, if necessary, but I feel we were treated unfairly...Please let me know what you need from me
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 failed to return my phone calls, in spite of leaving repeated voice mail messages and follemail to the sales agent, Linda S***
Regards,
*** *** * ***
Dear Revdex.com,We do apologize however, our records do not show any messages from Ms***The filed has been completed and is on a supervisors desk for approval (the approvals are usually issued on Friday)I will check with the supervisor to see if it is completed and get an update to Ms***. Thank you,Customer Service
Dear Revdex.com,Ms*** was a customer of an agent of ours that had issues in getting her picked upWe did them a favor and picked up her belongingsHer job was dealt with as all other jobs, there was a call to confirm she would be ready for pick up by our customer service teamWe received all of
her information as to the delivery (needing to have the delivery approved, reserve the elevator, can not deliver after 4pm, no weekends and that the customer would need shuttle service)After the pick up we handled Ms***'s order/job as any other long distance and she was required to pay a certain % of the fees before her shipment left our facilityMaster Movers did accept a credit card payment from the customer as a courtesy to herOur customer service called to confirm the delivery schedule with her as well as the driver, this is how we knew she was not in town and it would be her son accepting the shipmentMaster Movers works hard to help our contracted Agents when they get in a bind and need serviceWe show the customer has been delivered with no issuesWe as always thank the Revdex.com in assisting to resolve our 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
I am writing for the 4th time nowMight I add, absolutely disgusted with the lack of response from this companyIt needs to be addressed and addressed nowMy belongings are still damaged and the measly $for compensation for damaged property is absolutely absurdThis covers none of the other issuesNor time spent dealing with this.RefundAs well as compensation for all lost time, damaged items, and damaged walls
Regards,
*** ***
Dear Revdex.com,Mr*** took out a separate insurance policy with Movinginsurance.com He submitted a claim for damage and a late delivery to our officeWe can not accept his claim for the damage as all of that will be handled by Movinginsurance.comHis request for a compensation on the late delivery
is on the supervisors deskI do expect to have an answer for Mr*** on the request next week.Thank you for assisting us in resolving the customers issues.Sincerely,Mgmnt
Dear Revdex.com,We do not have confirmation of an email sent to our office on 8/which was a MondayMr*** spoke to a customer service agent on 8/due to the moving consultant being out of the office on and he expressed he wanted to cancel his moveThe directions were then given to him to please put his request in writing to the moving consultant who worked with him and then the moving consultant would confirm the cancellation and his eligibility for a deposit refundThe information shows that the cancellation came thru on 8/4/at 3:12pmThe move was booked with Master Movers on 7/30/Any communication sent to us over a weekend whether it be Saturday or Sunday is always picked up the following business day and processedWe do apologize however the booking is not eligible for a deposit refundPlease see the attached documentAs always we thank the Revdex.com in assisting to resolve the customers issue.Thank you,Master MoversMgmnt
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.The comments made by the business was inaccurateFirst, I have an email (12/29/14) that asked me to resend my claim report because the business lost the documents that I certified mail to themEventually, they later responded that they found the claim request I submitted and needed no further information from meSecond, there was several items either packed by me and the mover that did not have tags placed by the mover on the itemsThird, items I packed as well as items they packed were brokenThus, this is why the team lead signed off and dated verification of those items broken because he could visibly see that the items were brokenEqually, he and one member of his team were apart of both moves; the original location and destination locationThey wrapped those items that were brokenThe team lead within this same document signed off on the damaged they caused inside the house at my destination locationThis included damage in the dry way, on the stairway and plastic covering on the door windowsAll damage was included in the claim form along with photos taken of the damage and the letter mentioned above that me and the team lead signed, dated and itemized the damages initially reviewed and again willingly signed his name and dated to verify the damage that he and his crew createdA call was made directly to the business that day to discuss the damages of the mover over the phone and the team lead was presentWe were told that a claim form would be emailed to me to fill out and they rectify the damages causedThe team lead apologized for the damages caused and left the premises with his teamThe claim form was emailed 9/3/ Regards,*** ***
Dear Revdex.com,Mrs*** original paperwork just returned into the office yesterday and is being processedAll of our drivers / owner operators are agents of Master Movers and work within our tariffIn the moving industry "owner operators" are used to haul all types of commodities across the US, including furniture. Thank you,Customer Service
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
[Provide details of why you are not satisfied with this resolution.]?
I agree with the response regarding the damaged materials and have filed with the insurance companyBut I'm assuming that by accepting it means the issue has been resolved, and it has not.I would like to be credited for the requested amount due to the late deliveryThe message stated that I would have a response from the company this week.I am rejecting the response until I have been credited and the issue is resolved
Regards,
*** ***
Dear Revdex.com,Information was submitted to show when the cancellation request came thruMaster Movers feels with the information we have that we are upholding the cancellation policy and no refund is dueThank you,Mgmnt
Dear Revdex.com,Ms*** was given a refund and per the supervisor there is no other credit to be issuedMaster Movers thanks the Revdex.com for assisting in resolving this customers issue. Thank you,Mgmnt
Dear Revdex.com,This shipment is en route to the customer and they have been notifiedPer the records in the order the customer has spoken to a supervisor and once the delivery is completed the billing department will calculate the customers compensation due regarding the late delivery.Thank you,Customer
Service
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.] I have the email I sent on 8/3/informing them I wished to cancel the transaction because I was not informed that there was a $transport chargeMy bank is involved as well to assist in recouping this unfair charge
Regards,
Brad ***
Please note that all reviews and or complaints are being handled in-house, Master Movers is no longer a member of the Revdex.com and should you wish to resolve your issue with our company please contact us directlyWe appreciate the Revdex.com's format for assisting consumers in resolving their issues
317-872-x or x Thank you, Master Movers
Dear Revdex.com,Please see the attached paperwork from Ms***'s moveThere was not an additional insurance policy taken out on the move, which leaves the valuation coverage to be appliedAll claims are resolved according to the .60/lb/article ruleAll claims must meet certain criteria to be approved
for any type of reimbursementYou will see the first form "Order for Service" which confirms the customers knowledge of the valuation coverage should it be needed of .60/lb/articleThe following forms are "inventory sheets signed at the time of the delivery", "claims resolution letter", "release and settlement form", "response to the customers request to re-evaluate the claim", "response to counter-claim"Per the claims policy the following two rules must be followed: Section of the Master Mover’s Tariff states: Valuation of Coverage: “… As a licensed carrier with the US DOT we are required to provide limited liability coverage at no charge to the customerUnder this option, the maximum liability is limited to per pound per article for all items indicated as damaged or missing at the time of delivery on the inventory logsFailure to indicate damage at time of delivery will waive carrier’s liability.” Section 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 deliveryIt is solely the shipper’s responsibility to inspect and indicate damaged or missing items on the inventory logs at the time of delivery.”On the inventory sheets it lists certain items as exceptions at the delivery, which confirmed for the claims department that the customer utilized their right to notate exceptionsAny item claimed by the customer that was notated as an exception was processedThe information on the delivery team was forwarded to a supervisor and those issues were handled internallyMs*** is asking for to go above the claims policy per her feelings of the settlement not being fairWe most certainly appreciate the customers position and have explained that our claims policy is governed by the DOT and must be adhered to with all claims processedWe appreciate Ms***s business and have apologized for any inconvenience that was caused to her and her family during or after her move. We thank the Revdex.com for assisting in resolving the customers issues.Sincerely,Customer Service
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.[Provide details of why you are not satisfied with this resolution.]The refund provided was for over charges made, not a response to damages above and beyond what would be expected by a respectable company when moving furniture. This has been a horrible experience and I will be sure that is shared with as many people in as many ways as possible. Companies that treat their customers the way Master Movers has should be brought to the attention of all consumers.Regards,*** ***
Dear Revdex.com,Please see the attached receipt for Ms*** move which reflects the charges and refunds issued to her accountThe customer's rate was changed to reflect the number of men sent to perform the job of which the customer agreed to prior to adjusting the priceWe have refunded the
overpayment amount and confirmed that with the customerMaster Movers feels it has handled and addressed the issues pertaining to the customers moveWe again thank the Revdex.com for assisting in resolving the issue for the customer.Thank you,Management
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.[Provide details of why you are not satisfied with this resolution.]Regards,*** ***
Dear Revdex.com,Ms*** contracted Master Movers to pick up items which on the day of the move increased to (part of items are always accounted for)The customer also had additional packing to be completed on the day of the move which accounted for an additional increase in the costThe
attached documents show that the customer was given the original price per cuft of space reservation instead of the contractual $6/cuft for additional space reservationThe supervisor did confirm that the shipment was cuft of space reservationI do apologize but I don't have any information on any of the conversation the customer had with the supervisor and or dispatcherI'm not sure what blank form the customer is talking about to have signed at the delivery as all documents at the drop off are filled out and are only needing the confirmation of the delivery being completed, (attached are documents after the pick up)The customer has every opportunity to notate any issues / exceptions at the delivery should they occur and call in to report any issuesMaster Movers appreciates the Revdex.com's assistance in resolving the customers issues and we feel that we have done all we can to assist the customer. Thank you,Customer Service
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
First off, I moved to the eight floorThis shows they have no idea what they are speaking aboutSecond, *** *** (Property Manager) at *** *** will confirm they had access to a freight elevator to the apartmentAlso, two men did not move me: My niece, and if I need to get her involved I will, just let me know*** *** assisted in moving my daughterMy husband *** *** and I moved, me pretty much, why your two movers worried about paperwork and arguing on the phone with somebody at Master MoversMy daughter did call to Master Movers, but they hung up on herDo I need her to give her story to you? *** ***Last but not least, the foreman and I went over everything on the contract, I had everything separated even, Rodney knew the game plan, we counted every piece and I helped Rodney wrap stuff and carry bar stools down and the couchThey did not move ten pieces, they moved, my bed, my daughter's dresser, her bed and the tv stand. We moved bar stools, both bed frames and the couchSo, how are they coming up with ten pieces? Second, the boxes...They did not move any boxers...*** ***, *** *** and *** ***, moved all boxes for *** *** They moved some boxes for me, but not all of them because while at the *** moving me in, my husband again, had to step in while I listened to the Foreman on the phone with whomever, again, charging me another $for the paperwork chaosPlus, we were supposed to get money back for any supplies we did not useThey used my tape because the foreman told *** and I he would have to be charged for itI said, no, it states in the contract we prepaid for tape, I showed him...We still used mine, but we did not use seven rolls of theirs or any of their boxes*** got boxes from his workHave we seen a refund for that NOThe only thing they used was mattress covers, but than that is really not true because the mattress cover that was supposed to be on my bed was off before it even made it to my apartmentI have no idea what happened to itI do not know how to get this resolved, but Master Movers is lyingDEAD LYINGI hate saying that, but they did not move everything they stated in the emailAnd again, I will be happy to have ***, ***, *** and even *** can state what was going onShe had to come up to my apartment several times and ask what was going on with the freight elevatorI have emails to Linda regarding the time restrainsts which I have attachedI probably could dig up more, if necessary, but I feel we were treated unfairly...Please let me know what you need from me
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 failed to return my phone calls, in spite of leaving repeated voice mail messages and follemail to the sales agent, Linda S***
Regards,
*** *** * ***
Dear Revdex.com,We do apologize however, our records do not show any messages from Ms***The filed has been completed and is on a supervisors desk for approval (the approvals are usually issued on Friday)I will check with the supervisor to see if it is completed and get an update to Ms***. Thank you,Customer Service
Dear Revdex.com,Ms*** was a customer of an agent of ours that had issues in getting her picked upWe did them a favor and picked up her belongingsHer job was dealt with as all other jobs, there was a call to confirm she would be ready for pick up by our customer service teamWe received all of
her information as to the delivery (needing to have the delivery approved, reserve the elevator, can not deliver after 4pm, no weekends and that the customer would need shuttle service)After the pick up we handled Ms***'s order/job as any other long distance and she was required to pay a certain % of the fees before her shipment left our facilityMaster Movers did accept a credit card payment from the customer as a courtesy to herOur customer service called to confirm the delivery schedule with her as well as the driver, this is how we knew she was not in town and it would be her son accepting the shipmentMaster Movers works hard to help our contracted Agents when they get in a bind and need serviceWe show the customer has been delivered with no issuesWe as always thank the Revdex.com in assisting to resolve our 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
I am writing for the 4th time nowMight I add, absolutely disgusted with the lack of response from this companyIt needs to be addressed and addressed nowMy belongings are still damaged and the measly $for compensation for damaged property is absolutely absurdThis covers none of the other issuesNor time spent dealing with this.RefundAs well as compensation for all lost time, damaged items, and damaged walls
Regards,
*** ***
Dear Revdex.com,Mr*** took out a separate insurance policy with Movinginsurance.com He submitted a claim for damage and a late delivery to our officeWe can not accept his claim for the damage as all of that will be handled by Movinginsurance.comHis request for a compensation on the late delivery
is on the supervisors deskI do expect to have an answer for Mr*** on the request next week.Thank you for assisting us in resolving the customers issues.Sincerely,Mgmnt
Dear Revdex.com,We do not have confirmation of an email sent to our office on 8/which was a MondayMr*** spoke to a customer service agent on 8/due to the moving consultant being out of the office on and he expressed he wanted to cancel his moveThe directions were then given to him to please put his request in writing to the moving consultant who worked with him and then the moving consultant would confirm the cancellation and his eligibility for a deposit refundThe information shows that the cancellation came thru on 8/4/at 3:12pmThe move was booked with Master Movers on 7/30/Any communication sent to us over a weekend whether it be Saturday or Sunday is always picked up the following business day and processedWe do apologize however the booking is not eligible for a deposit refundPlease see the attached documentAs always we thank the Revdex.com in assisting to resolve the customers issue.Thank you,Master MoversMgmnt
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.The comments made by the business was inaccurateFirst, I have an email (12/29/14) that asked me to resend my claim report because the business lost the documents that I certified mail to themEventually, they later responded that they found the claim request I submitted and needed no further information from meSecond, there was several items either packed by me and the mover that did not have tags placed by the mover on the itemsThird, items I packed as well as items they packed were brokenThus, this is why the team lead signed off and dated verification of those items broken because he could visibly see that the items were brokenEqually, he and one member of his team were apart of both moves; the original location and destination locationThey wrapped those items that were brokenThe team lead within this same document signed off on the damaged they caused inside the house at my destination locationThis included damage in the dry way, on the stairway and plastic covering on the door windowsAll damage was included in the claim form along with photos taken of the damage and the letter mentioned above that me and the team lead signed, dated and itemized the damages initially reviewed and again willingly signed his name and dated to verify the damage that he and his crew createdA call was made directly to the business that day to discuss the damages of the mover over the phone and the team lead was presentWe were told that a claim form would be emailed to me to fill out and they rectify the damages causedThe team lead apologized for the damages caused and left the premises with his teamThe claim form was emailed 9/3/ Regards,*** ***