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.As I stated in my original complaint, I was NOT offered the opportunity to reschedule the appointmentThe dispatcher brought it up at 7:30p.mon the day of the move because I was upset that the movers hadn't arrived and he could not tell me when they were going to arriveNo one took the initiative to call me and offer to rescheduleAnd when the dispatcher said it to me, it was so offhanded that he meant it as a way to get me off the phone--not as a legitimate resolution to the problem.I am not requesting the refund because services weren't received, as they were and I was moved (six hours late)I am requesting the refund because of the way I was treatedAs a customer, I was shown no respect by the staff and management at Master MoversI repeatedly called for over a week asking to speak to a manager who was never available and who never returned any of my messagesThe customer service representative also did not return multiple calls and messages that were left for herOnce, an employee who answered the phone told me to call back at a specific time to speak with the managerWhen I did, I was told that the manager wasn't in and that the first employee shouldn't have said that he would be in at that timeI was hung up on several times during the course of the weekAnd no one apologized on the day of the move for the incredible tardiness of the movers--just in the email I received days laterThis is not how a business who strives for customer satisfaction should behaveI've dealt with numerous companies over the years, both personally and professionally, and I have never encountered a company which has displayed such utter disrespect and contempt for its customers. 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.I submitted photos of the damage to the compantI reported the damage immediatelyI was misled into signing the waiverWhy would anyone waive free furniture protection? When I made the appointment I stated that the free furniture protection was the reason I chose this company. Regards,*** ***
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 1000.Thank 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
Regards,
*** ***
Dear Revdex.com,It has been shown and explained why Ms*** had more space reservation, per her comment she is not disputing the space reservation in the truck yet the cu.ft shown, which are the same thingPer the information showed the packing materials cost was adjusted and charged correctlyPer the supervisor who reviewed the customers moving documents found that they were accurate with the information shownWe again Thank the Revdex.com for assisting in resolving the customers issues. Thank you,Mgmnt
Dear Revdex.com,Advertising is done by the owner of the company and Mrs***'s concerns regarding our advertising has been given to himUnfortunately, all claims are processed and bound by the claims rules and regulationsAs you can see the items that were notated at the delivery as either damaged or missing were approved in the claim resolution letterWe again do apologize that Mrand Mrs*** had issues at the delivery and we do look to resolve her issues for her via the resolution sent to her. Thank you,Customer ServiceMaster Movers
Dear Revdex.com,The customer has requested a full refund that unfortunately was not approvedMaster Movers did apologize for running late on the day of the move as our morning move coupled with mechanical issues that day left us with a very tight schedule and a few customers who did take the offer to be
re-scheduled on the next dayWe sent Ms*** an email to confirm in writing for her that we most definitely apologized for the late arrival and offered to send her a VIP card to help compensate for any inconvenience that was causedA claims form was offered to be sent to her however she stated she didn't need it as the issues were being handled by herMaster Movers has been in business for over yrs and we are always striving to provide 100% customer satisfaction and when we fall short of that we most definitely take it seriouslyIn the company's next manager meeting they will be discussing Ms***'s move and all of her comments on how to better service our customersWe thank the Revdex.com for assisting us in resolving the matter.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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Dear Revdex.com,Ms*** daughter was to be moving a total of items we received items from herThe items picked up were not according to the list given at the time of booking, there were items added to the list and taken away from the list on the day of movingWhen this happens it changes the
dynamics of the shipment (meaning size and reservation of space being used)After loading the items of the article list the customer was told that to add the additional it would be an added costA revised written estimate was filled out with the charges and the customer signed to agree to the chargesPer the notes the customer was not available on the day that the driver would arrive and so on the 13th per the account the dispatch department spoke to the customer and informed them that the delivery would take place on the 14thPer the moving documents the delivery was completed on the 14thAt no time was the customers belongings being held hostage, the amount due at the time of the delivery was the same amount that was informed to her prior to her delivery by the billing departmentPer the estimate it spells out what the cost is for additional items. We thank the Revdex.com for assisting in resolving the customer's issue
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.] This complaint will not be resolved and go away until all claims have been settledThe driver that made the delivery is not local as the delivery was outsourced to a carrier based in ColoradoHow is the documentation going to return to the state of Indiana if they are waiting for the driver to return and he is not one of their drivers based in Indianapolis, IN?
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me.
Regards,
*** ***
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
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.My move was scheduled for 4-6pm and the movers showed up at 10:30pm, which meant we would be moving until well after midnight on a degree night in FebruaryI wasn't given time to read the documentsThey just flipped through pages and pointed where to signThey were rushing me because they were running so lateWhy would you ever not use moving pads to prevent damage? Especially when you have them and offer them for freeI was charged for a roll of tapeWhat was taped if no furniture pads were used? Regards,*** ***
Dear Revdex.com,This shipment as stated before was picked up and handled by the customers representative who increased the items and space reservation. The laws and policies were followed to the letter and yet the customer wants you to believe that we are not being fair, yet Mr. M[redacted] just gave this account a $636 credit to meet in the middle. Yet, the customer refuses to provide signatures and information needed to complete the necessary payment for the shipment be moved. We ask that the customer furnish the necessary information for the payment and we can get the shipment moving and delivered.Thank you,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.
I totally agree that the information is only as good as what the customer can give us. That is why I provided an extremely accurate inventory list – not a single item was added the day of the move or was unexpected. Again, I was only 2 items over the count because THE MOVERS decided to take apart the dining room table, not me. So what was 1 item on the inventory list became 3 items, and therefore we were 2 items over. It was the choice of the movers to add the 2 additional items when they took apart the table. Again, I am questioning how by providing an extremely accurate inventory list to a professional moving company, the professional moving company can be short on their estimate by over 25% for reserved space. I was well aware of the $6 per cubic feet of space reservation charged for additional space. But since I provided such an accurate inventory list with NO ADDITIONAL ITEMS, I was not expecting the professional moving company to be so under (by 100 cubic feet) in their estimation and therefore leaving me with an additional $600 charge, which I had no other option but to pay for. Was my other option to take out 100 cubic feet of items from the truck on the day of the move even though Master Movers had it documented that those items are included in the inventory list? What would happen if I didn’t pay for the $600 charge? I wouldn’t know because no other option was provided to me on the day of the move. As far as having a supervisor available to talk to about charges on the day of the move, Jamiyl Gilbert (the driver and head mover) called the office to ask about the charges for packing material after I showed him the official agreement from Master Movers with the free packing materials clearly stated on it. Jamiyl was confused so he called the office. The office person pulled up the email quote and saw the $0 charge for packing materials too but could not figure out why Master Movers would not be charging for these items. The only option they gave me was that I had to pay for the packing materials regardless of what was stated on my agreement since Master Movers always charges for those items. They suggested I pay for it first so the movers can finish and then take it up with billings the next day. Was I expected not to pay for the charges and have the movers and truck with all my belongings just sit outside in the parking lot until the next day when someone could resolve the issue? Because no one on the day of the move could explain why I was being charged for something that the official quote says was $0 or was willing to figure it out so the truck could leave. The ONLY option they gave me was to pay for it and sign off on the paperwork. Also as far as signing paperwork, I had to do all that with Jamiyl BEFORE the movers could start. Only the revised estimate and packing material charges was done at the very end when everything was on the truck already. And those were signed off after Jamiyl talked to the office person who did not have an answer to why I was being charged for packing materials. In regards to the rating on the survey, I totally still believe the actual men who came out to load and unload the truck were great. They were courteous, helpful, efficient, and careful with our items. No arguments there. Marilyn, the person who provided the initial quote, in the office was also very helpful. The only other person I spoke with from Master Movers was the dispatcher. No problems with any of these people, therefore the great ratings. But no one has been able to explain to me how by providing an accurate inventory list, how I still ended up with a $600 overage charge for reserved space. What’s the use of getting an estimate if it’s going to be under by over 25% regardless of the accuracy of the inventory list. All Master Movers keep telling me is that I changed my inventory list and that I had 2 items over. And I keep explaining that the changes to my inventory list was not unexpected on the day of the move – I emailed Marilyn the final changes 2 days in advance – and the 2 items over is because your movers decided to take apart the dining room table into 3 items instead. Again, I am not disputing how much space I took up in the truck. If the items took up 576 cubic feet, it took up 576 cubic feet. I am questioning how by providing an extremely accurate inventory list to a professional moving company, the professional moving company can be short on their estimate by over 25% for reserved space.
Regards,
[redacted]
Dear Revdex.com,Mrs. [redacted] has been given the forms she needs to fill out to authorize the needed payment. Once received we will proceed with processing the charges and then the routing department will take over and get her shipment assigned to a truck. As always we thank the Revdex.com for assisting in resolving the cusotmers issues.Sincerely,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.
[Provide details of why you are not satisfied with this resolution.]
Here are some of the Pictures of the damaged furniture. Wrapping is used to prevent scratches and knicks to the furniture it does not protect the furniture from being drug on the ground nor does it protect my floors or wall. The mirror was suppose to be boxed which I paid extra for and the movers never put it in a box which resulted in it being broke. Sorry but wrapping does not protect the company from negligence and mishandling of peoples property. In fact I was charged for boxes that was suppose to be used for pictures and TV's and I was not provided with all of these boxes.
Regards,
[redacted]
Dear Revdex.com,The below is the response sent to the customer regarding the complaint made with their service. Dear Mr. and Mrs. [redacted], Per our conversation earlier Mrs. [redacted], first let me again apologize for any inconvenience caused to you on the day of your move. The moving documents were given to a supervisor to reveiw, along with the notes of the conversation with Mrs. [redacted] had and the notes per the dispatcher and foreman on the job. The supervisor recognizes that your non-binding estimate was for a total of 12 hrs (7 hrs of labor, 3hrs of packing to be done, 2hrs for an additional stop plus the travel time of 1 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. [redacted] 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 $95 for the service he saved you money by charging you per the pieces completed. The information from the foreman shows that upon his arrive he informed you (Mrs. [redacted]) 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 job. Mr. [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 that. Per 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 dresser 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 them. The foreman stated they never did get packed. Due to the injured crew member your account has been adjusted $158.00 and the packing labor charges were adjusted in the rating to reflect it per piece and not per hour. In 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 help. Due 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) behind. 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 moved. Per 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 discretion. We appreciate you choosing Master Movers for your relocation needs and please let us know if you need anything else.**Mrs. [redacted]'s request of a refund for $660.50 has been given to the supervisor for review." Sincerely, Customer Service Master Movers
Dear Revdex.com,The refund is in the department that will issue it and once it is completed they will send a receipt to the customer to confirm. All information has been escalated to a supervisor.Thank you again for assisting in resolving the customers issue.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.As I stated in my original complaint, I was NOT offered the opportunity to reschedule the appointmentThe dispatcher brought it up at 7:30p.mon the day of the move because I was upset that the movers hadn't arrived and he could not tell me when they were going to arriveNo one took the initiative to call me and offer to rescheduleAnd when the dispatcher said it to me, it was so offhanded that he meant it as a way to get me off the phone--not as a legitimate resolution to the problem.I am not requesting the refund because services weren't received, as they were and I was moved (six hours late)I am requesting the refund because of the way I was treatedAs a customer, I was shown no respect by the staff and management at Master MoversI repeatedly called for over a week asking to speak to a manager who was never available and who never returned any of my messagesThe customer service representative also did not return multiple calls and messages that were left for herOnce, an employee who answered the phone told me to call back at a specific time to speak with the managerWhen I did, I was told that the manager wasn't in and that the first employee shouldn't have said that he would be in at that timeI was hung up on several times during the course of the weekAnd no one apologized on the day of the move for the incredible tardiness of the movers--just in the email I received days laterThis is not how a business who strives for customer satisfaction should behaveI've dealt with numerous companies over the years, both personally and professionally, and I have never encountered a company which has displayed such utter disrespect and contempt for its customers. 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.I submitted photos of the damage to the compantI reported the damage immediatelyI was misled into signing the waiverWhy would anyone waive free furniture protection? When I made the appointment I stated that the free furniture protection was the reason I chose this company. Regards,*** ***
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 1000.Thank 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
Regards,
*** ***
Dear Revdex.com,It has been shown and explained why Ms*** had more space reservation, per her comment she is not disputing the space reservation in the truck yet the cu.ft shown, which are the same thingPer the information showed the packing materials cost was adjusted and charged correctlyPer the supervisor who reviewed the customers moving documents found that they were accurate with the information shownWe again Thank the Revdex.com for assisting in resolving the customers issues. Thank you,Mgmnt
Dear Revdex.com,Advertising is done by the owner of the company and Mrs***'s concerns regarding our advertising has been given to himUnfortunately, all claims are processed and bound by the claims rules and regulationsAs you can see the items that were notated at the delivery as either damaged or missing were approved in the claim resolution letterWe again do apologize that Mrand Mrs*** had issues at the delivery and we do look to resolve her issues for her via the resolution sent to her. Thank you,Customer ServiceMaster Movers
Dear Revdex.com,The customer has requested a full refund that unfortunately was not approvedMaster Movers did apologize for running late on the day of the move as our morning move coupled with mechanical issues that day left us with a very tight schedule and a few customers who did take the offer to be
re-scheduled on the next dayWe sent Ms*** an email to confirm in writing for her that we most definitely apologized for the late arrival and offered to send her a VIP card to help compensate for any inconvenience that was causedA claims form was offered to be sent to her however she stated she didn't need it as the issues were being handled by herMaster Movers has been in business for over yrs and we are always striving to provide 100% customer satisfaction and when we fall short of that we most definitely take it seriouslyIn the company's next manager meeting they will be discussing Ms***'s move and all of her comments on how to better service our customersWe thank the Revdex.com for assisting us in resolving the matter.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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Dear Revdex.com,Ms*** daughter was to be moving a total of items we received items from herThe items picked up were not according to the list given at the time of booking, there were items added to the list and taken away from the list on the day of movingWhen this happens it changes the
dynamics of the shipment (meaning size and reservation of space being used)After loading the items of the article list the customer was told that to add the additional it would be an added costA revised written estimate was filled out with the charges and the customer signed to agree to the chargesPer the notes the customer was not available on the day that the driver would arrive and so on the 13th per the account the dispatch department spoke to the customer and informed them that the delivery would take place on the 14thPer the moving documents the delivery was completed on the 14thAt no time was the customers belongings being held hostage, the amount due at the time of the delivery was the same amount that was informed to her prior to her delivery by the billing departmentPer the estimate it spells out what the cost is for additional items. We thank the Revdex.com for assisting in resolving the customer's issue
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.] This complaint will not be resolved and go away until all claims have been settledThe driver that made the delivery is not local as the delivery was outsourced to a carrier based in ColoradoHow is the documentation going to return to the state of Indiana if they are waiting for the driver to return and he is not one of their drivers based in Indianapolis, IN?
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me.
Regards,
*** ***
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
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.My move was scheduled for 4-6pm and the movers showed up at 10:30pm, which meant we would be moving until well after midnight on a degree night in FebruaryI wasn't given time to read the documentsThey just flipped through pages and pointed where to signThey were rushing me because they were running so lateWhy would you ever not use moving pads to prevent damage? Especially when you have them and offer them for freeI was charged for a roll of tapeWhat was taped if no furniture pads were used? Regards,*** ***
Dear Revdex.com,This shipment as stated before was picked up and handled by the customers representative who increased the items and space reservation. The laws and policies were followed to the letter and yet the customer wants you to believe that we are not being fair, yet Mr. M[redacted] just gave this account a $636 credit to meet in the middle. Yet, the customer refuses to provide signatures and information needed to complete the necessary payment for the shipment be moved. We ask that the customer furnish the necessary information for the payment and we can get the shipment moving and delivered.Thank you,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.
I totally agree that the information is only as good as what the customer can give us. That is why I provided an extremely accurate inventory list – not a single item was added the day of the move or was unexpected. Again, I was only 2 items over the count because THE MOVERS decided to take apart the dining room table, not me. So what was 1 item on the inventory list became 3 items, and therefore we were 2 items over. It was the choice of the movers to add the 2 additional items when they took apart the table. Again, I am questioning how by providing an extremely accurate inventory list to a professional moving company, the professional moving company can be short on their estimate by over 25% for reserved space. I was well aware of the $6 per cubic feet of space reservation charged for additional space. But since I provided such an accurate inventory list with NO ADDITIONAL ITEMS, I was not expecting the professional moving company to be so under (by 100 cubic feet) in their estimation and therefore leaving me with an additional $600 charge, which I had no other option but to pay for. Was my other option to take out 100 cubic feet of items from the truck on the day of the move even though Master Movers had it documented that those items are included in the inventory list? What would happen if I didn’t pay for the $600 charge? I wouldn’t know because no other option was provided to me on the day of the move. As far as having a supervisor available to talk to about charges on the day of the move, Jamiyl Gilbert (the driver and head mover) called the office to ask about the charges for packing material after I showed him the official agreement from Master Movers with the free packing materials clearly stated on it. Jamiyl was confused so he called the office. The office person pulled up the email quote and saw the $0 charge for packing materials too but could not figure out why Master Movers would not be charging for these items. The only option they gave me was that I had to pay for the packing materials regardless of what was stated on my agreement since Master Movers always charges for those items. They suggested I pay for it first so the movers can finish and then take it up with billings the next day. Was I expected not to pay for the charges and have the movers and truck with all my belongings just sit outside in the parking lot until the next day when someone could resolve the issue? Because no one on the day of the move could explain why I was being charged for something that the official quote says was $0 or was willing to figure it out so the truck could leave. The ONLY option they gave me was to pay for it and sign off on the paperwork. Also as far as signing paperwork, I had to do all that with Jamiyl BEFORE the movers could start. Only the revised estimate and packing material charges was done at the very end when everything was on the truck already. And those were signed off after Jamiyl talked to the office person who did not have an answer to why I was being charged for packing materials. In regards to the rating on the survey, I totally still believe the actual men who came out to load and unload the truck were great. They were courteous, helpful, efficient, and careful with our items. No arguments there. Marilyn, the person who provided the initial quote, in the office was also very helpful. The only other person I spoke with from Master Movers was the dispatcher. No problems with any of these people, therefore the great ratings. But no one has been able to explain to me how by providing an accurate inventory list, how I still ended up with a $600 overage charge for reserved space. What’s the use of getting an estimate if it’s going to be under by over 25% regardless of the accuracy of the inventory list. All Master Movers keep telling me is that I changed my inventory list and that I had 2 items over. And I keep explaining that the changes to my inventory list was not unexpected on the day of the move – I emailed Marilyn the final changes 2 days in advance – and the 2 items over is because your movers decided to take apart the dining room table into 3 items instead. Again, I am not disputing how much space I took up in the truck. If the items took up 576 cubic feet, it took up 576 cubic feet. I am questioning how by providing an extremely accurate inventory list to a professional moving company, the professional moving company can be short on their estimate by over 25% for reserved space.
Regards,
[redacted]
Dear Revdex.com,Mrs. [redacted] has been given the forms she needs to fill out to authorize the needed payment. Once received we will proceed with processing the charges and then the routing department will take over and get her shipment assigned to a truck. As always we thank the Revdex.com for assisting in resolving the cusotmers issues.Sincerely,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.
[Provide details of why you are not satisfied with this resolution.]
Here are some of the Pictures of the damaged furniture. Wrapping is used to prevent scratches and knicks to the furniture it does not protect the furniture from being drug on the ground nor does it protect my floors or wall. The mirror was suppose to be boxed which I paid extra for and the movers never put it in a box which resulted in it being broke. Sorry but wrapping does not protect the company from negligence and mishandling of peoples property. In fact I was charged for boxes that was suppose to be used for pictures and TV's and I was not provided with all of these boxes.
Regards,
[redacted]
Dear Revdex.com,The below is the response sent to the customer regarding the complaint made with their service. Dear Mr. and Mrs. [redacted], Per our conversation earlier Mrs. [redacted], first let me again apologize for any inconvenience caused to you on the day of your move. The moving documents were given to a supervisor to reveiw, along with the notes of the conversation with Mrs. [redacted] had and the notes per the dispatcher and foreman on the job. The supervisor recognizes that your non-binding estimate was for a total of 12 hrs (7 hrs of labor, 3hrs of packing to be done, 2hrs for an additional stop plus the travel time of 1 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. [redacted] 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 $95 for the service he saved you money by charging you per the pieces completed. The information from the foreman shows that upon his arrive he informed you (Mrs. [redacted]) 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 job. Mr. [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 that. Per 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 dresser 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 them. The foreman stated they never did get packed. Due to the injured crew member your account has been adjusted $158.00 and the packing labor charges were adjusted in the rating to reflect it per piece and not per hour. In 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 help. Due 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) behind. 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 moved. Per 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 discretion. We appreciate you choosing Master Movers for your relocation needs and please let us know if you need anything else.**Mrs. [redacted]'s request of a refund for $660.50 has been given to the supervisor for review." Sincerely, Customer Service Master Movers
Dear Revdex.com,Mr. [redacted]s refund has been issued. Please see the attached confirmation that was emailed to him. Thank you,Mgmt
Dear Revdex.com,The refund is in the department that will issue it and once it is completed they will send a receipt to the customer to confirm. All information has been escalated to a supervisor.Thank you again for assisting in resolving the customers issue.Master Movers