Dear Revdex.com,Please see the attached file documents for this customer's move. Ms. [redacted] opt'd to not use any packing supplies on the day of her move, as you will see attached, she signed the wrapping waiver and the receipts (Bill of Lading) show that no packing materials were used. Unfortunately,...
Master Movers is bound by the claims policy and procedures on handling the issue for this customer. Ms. [redacted] stated that she was being charged $100 for property damage to her building however, you will see enclosed the letter from the apartment complex that states they were able to fix the issue and just wanted to make her aware of the issue they found. We do apologize for any inconvenience that was caused to the customer on or after the day of her move. We thank the Revdex.com for assisting to resolve the customers issue however, we had to respectfully deny the claim.Sincerely,Customer Service
Dear Revdex.com,Mr. [redacted] booked his job on 7/30/15 the attached reflects the estimate that was sent to him, which spells out the charges for services included for move. We understand that there is alot of information that is given to customers when booking a move and this is why we email an Order for...
Service that spells out all of the charges. The information sent to Mr. [redacted] on 7/30/15 spelled out everything including the travel charge which is standard in the industry. Mr. [redacted] did not opt to cancel his move until 5 days after the booking which is well past the 72 hr requirement for cancellations. Per the Cancellation policy this customer is not eligible for a refund on the deposit. We thank the Revdex.com for assisting in resolving the customers issues. Sincerely,Master Movers
Dear Revdex.com,The attached inventory sheet was sent to the customer to confirm that per the list we do not show a TV was picked up. The dispatch department is investigating the situation and will get back to the customer on what they find. I also show that the billing department has submitted a request...
for the approval of a credit due to the delivery timeframe. Once that has been approved, the credit will be issued to the credit / debit card on file and a receipt will be issued to the customer to confirm that it has been completed.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.Goods have been delivered and I have not heard anything from the Billing Department regarding an adjustment to our final bill. In addition, we have received multiple items that are broken and were not delivered to us in the condition in which they were packed. An additional claim will be filed for those items.
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.Every claim made in "Master Movers" statement is false. They had not worked 4.75 hours before asking me to pay for 5 hours. They called the dispatcher before 10PM. They had only arrived at 6:25PM to begin the move. In fact, Jose recorded 6:45PM as their start time, but that was his decision. This company has been in fraudulent practice for 13 years. I would not consider this business. I will be moving forward and taking this to court. This company has stolen $89.99 from me. Why would I trust them with over $1000 when they are not even being fair with my deposit? Did they really believe that I would get treated fairly after paying them upfront? That is not a condition of a trustworthy business. I do not advise anyone to work with a company that dishes out lies and mis-truths. Notice, they made a response to Revdex.com and not to me. This is because they have been avoiding me and refuses to return my phone calls. Interesting enough, they can sit behind a computer and continue to lie. Nonetheless, their movers have indicated how "crooked" this company is, directed me to the numerous negative reviews, and indicated their fear of losing their jobs for telling the truth. I will move forward with a news report, report to city-county councilmen, and the attorney general before filing civil charges. Regards,[redacted]
Dear Revdex.com,The paperwork sent with all moving crews is not only highlighted to show where to sign but what the form is. The forms state " ATTENTION: DO NOT SIGN THIS PAGE UNLESS YOU AGREE TO THE TERMS AND ARE ELECTING TO NOT HAVE YOUR ITEMS WRAPPED BY MASTER MOVERS." Again, the claims department is held to the information provided as to what took place on the day of the move and what paperwork is signed and not signed. Unfortunately, the customer signed the forms showing she did not want wrapping services. Our free furniture protection is in reference to the "moving pads" used on the day of the move. We again thank the Revdex.com in assisting to resolve this issue. Sincerely,Master Movers
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 emailed this company over 15 times at least asking about my furnature. We have called 60 times to try to pay and no one answers the phone at the number they provided me with. They company is not asking for $3600 in cash which is absurd and refuse to take credit card like the agreement. I emailed the documents and my attorney's attempts to get this resolved and the company is none responsive. They admitted to no intent of delivary, no date, no truck, and a desire to auction my things after they increased my quote from $2400-$5500 which is so much money that they never told me about at time of picking up my things.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Dear Revdex.com,Ms. [redacted] hired Master Movers to move approximantely 10 items, with an additional stop and 7 flights of stairs / elevator use at the destination. Upon arrival to the home the foreman did find that there was more items than originally estimated. The given timeframe was 7am-1pm, customer was...
given a courtesy window of 9am - 11am, our arrival times are not guaranteed. Ms. [redacted] called on the day of the move to say that the movers were not moving fast enough and they were not going to be able to go to the 2nd stop. With a non-binding estimate you are given a requested amount of time per the customers request with the explanation that if you go over you will be charged in 15 minute increments. Per the notes in the account Ms. [redacted] or her mother called in"received phone call from customer cussing and yelling saying that the movers have been there over 2 hrs and have hardly moved anything, she said the movers are going to have to take all her moms things to her house instead of her mothers and now she has to figure out a way to move these things all by herself. I told her I needed to transfer to dispatch and she screamed and yelled and cussed at me saying no because the dispatch doesn't listen to her and she can not understand what they are saying. I finally got her to agree to put on hold, I sent to dispatch, Before that I tried to explain the due to the stairs even though there were elevators the move would more than likely take longer thank 2 hours but she disagreed saying they both had elevators. Now she is upset the move is going to go over." The recommendation for a move this size per page 4 of the estimate (see attached) shows that it needs 2 movers for anywhere from 2-4 hrs. With the additional stop and the 7 floor destination this move was definitely going to go over than what the customer requested. Due to the customer using the estimate timeframe and going over an hour, the supervisor stated if she wanted an additional truck we can send one however it would be at an additional cost as we completed the estimate timeframe she allowed. Per the dispatcher he spoke to the customer on the day of the move and ensured that he would speak to the foreman which he did and the foreman stated that they were moving as fast as possible and with the use of the elevators there was wait time as other residents were using it. We do apologize for any inconvenience that was caused to the customer on the day of the move, however the supervisor did not find that any refund is due to the customer. Thank you again to the Revdex.com for assisting in resolving the customers issues.Sincerely,Customer Service
Dear Revdex.com,Mr. [redacted]'s claim is being processed and once the approval is completed by the supervisor the information will be sent to him.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.The company has stated for the last two weeks that the claim was at their supervisor awaiting approval. Master Movers informed me on March 22, that the claim was completed and would be approved and sent out "later that week", which would be by March 25th. The company refuses to commit to a time to complete the claim and continues to delay processing the claim. At this point it has been over two month since I filed the orignal claim.
Regards,
[redacted]
Dear Revdex.com,Mrs. [redacted] shipment for her daughter was picked up on 6/17/15. Per the estimate given we were asked to come get 52 items and on the day of the move there were more items of which the customer's daughter agreed to have added and they totaled 71. Mrs. [redacted] daughter was given the...
option to either revise her estimate (with a revised written estimate) or not take the additional items. Mrs. [redacted] daughter signed off on the revised written estimate approval of the addtional items to be taken and the additional charges for that service. Per the customers request we sent copies of all moving documents signed so that they could review what was agreed upon and how many items were actually loaded. Mr. [redacted] has had a very lengthy conversation with our supervisor and the offer was made that the customer can pay for the work that was performed on the pick up which includes the hours of moving items and the packing supplies and come get their items should they choose. The customer chose a Non-Express delivery which states that the company has 5-10 business days to get her delivered and should they choose to have it come on an Express or Direct delivery that includes additional fees. The options have been given to the customer and we are awaiting for their decision as to what they would like to do. We as always thank the Revdex.com for assisting in resolving this issue.Sincerely,Master Movers
Dear Revdex.com,
Per the Supervisor he expressed to Mr. [redacted] on one of their previous phone calls that the shipment would be running late, utilizing the 21 days timeframe. Unfortunately, in the trucking industry there are delays and we are working diligently to get the shipment moving to Mr. [redacted]. It...
was expressed to Mr. [redacted] that compensation for his late delivery will be issued as soon as the moving documents are received back in the office.
We understand that the delivery not being made in a timely manner is creating a hardship on the customer and we most definitely apologize, however we are working diligently to get the shipment confirmed on the road for him with an ETA for delivery. We do expect to have this for him asap.
Dear Revdex.com,Unfortunately, we are ruled by the claims procedure and policies. Attached are the letters explaining the claims resolution and release and settlement form. The amount offered is all allowed under the claims policy. We thank the Revdex.com for assisting in resolving the customers issues and once the release form is received the credit will be issued to the customer as soon as possible.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.]Regards,[redacted] tTheir response is inaccurate. I responded to their business on 8/3/2015, stating my concerns and that I wished to cancel the agreement. I do not believe they are open for business on Sunday 8/2/2015, therefore my response was within three days, certainly not the 5 days they reference. I 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 immediately. No other business I contacted operates in this manner.
Dear Revdex.com,We apologize the information was confused with another company. Ms. [redacted] did have a second day of a crew go out to her to finish the job, of which she stated was a good crew even though they caused minor scratches. We do understand that the inconvenience from the first crew that was caused. Ms. [redacted] claim was again resolved according to the insurance option she chose. The valuation coverage is standard in the industry and the offer was made to her for that coverage. A copy of the resolution letter was provided and unfortunately that is the final offer. We definitely apologize for any inconvenience caused to the customer and again thank the Revdex.com for assisting in resolving the customers issue. Thank you,Customer Service
Bureau:
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 mailed the proof of non sufficient funds and damages to my chair. I have had no response. I even called the company today. They will not respond nor have manager call me back. I will look into taking them to small claims court and hopefully Revdex.com will take action as well to get my refund and damages collected.
[Provide details of why you are not satisfied with this resolution.]
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.]
Regards,
[redacted]
Dear Revdex.com,Our records show a check was cut to the customer last year for this reimbursement. We did not get any information from the customer that she did not receive her payment until now. We will reach out to her and get it resolved.Thank you again for assisting in resolving the customers...
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.
[The answers from the business were truncated in the email you sent and I was unable to view their entire response I request that you resend the response and I be given additional time to answer. Only number 5-7 were visible
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.
still no response in regards to my broken items. Still have not received my missing items.the company did reach out but nothing has been resolved.
Regards,
[redacted]
Dear Revdex.com,Please see the attached file documents for this customer's move. Ms. [redacted] opt'd to not use any packing supplies on the day of her move, as you will see attached, she signed the wrapping waiver and the receipts (Bill of Lading) show that no packing materials were used. Unfortunately,...
Master Movers is bound by the claims policy and procedures on handling the issue for this customer. Ms. [redacted] stated that she was being charged $100 for property damage to her building however, you will see enclosed the letter from the apartment complex that states they were able to fix the issue and just wanted to make her aware of the issue they found. We do apologize for any inconvenience that was caused to the customer on or after the day of her move. We thank the Revdex.com for assisting to resolve the customers issue however, we had to respectfully deny the claim.Sincerely,Customer Service
Dear Revdex.com,Mr. [redacted] booked his job on 7/30/15 the attached reflects the estimate that was sent to him, which spells out the charges for services included for move. We understand that there is alot of information that is given to customers when booking a move and this is why we email an Order for...
Service that spells out all of the charges. The information sent to Mr. [redacted] on 7/30/15 spelled out everything including the travel charge which is standard in the industry. Mr. [redacted] did not opt to cancel his move until 5 days after the booking which is well past the 72 hr requirement for cancellations. Per the Cancellation policy this customer is not eligible for a refund on the deposit. We thank the Revdex.com for assisting in resolving the customers issues. Sincerely,Master Movers
Dear Revdex.com,The attached inventory sheet was sent to the customer to confirm that per the list we do not show a TV was picked up. The dispatch department is investigating the situation and will get back to the customer on what they find. I also show that the billing department has submitted a request...
for the approval of a credit due to the delivery timeframe. Once that has been approved, the credit will be issued to the credit / debit card on file and a receipt will be issued to the customer to confirm that it has been completed.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.Goods have been delivered and I have not heard anything from the Billing Department regarding an adjustment to our final bill. In addition, we have received multiple items that are broken and were not delivered to us in the condition in which they were packed. An additional claim will be filed for those items.
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.Every claim made in "Master Movers" statement is false. They had not worked 4.75 hours before asking me to pay for 5 hours. They called the dispatcher before 10PM. They had only arrived at 6:25PM to begin the move. In fact, Jose recorded 6:45PM as their start time, but that was his decision. This company has been in fraudulent practice for 13 years. I would not consider this business. I will be moving forward and taking this to court. This company has stolen $89.99 from me. Why would I trust them with over $1000 when they are not even being fair with my deposit? Did they really believe that I would get treated fairly after paying them upfront? That is not a condition of a trustworthy business. I do not advise anyone to work with a company that dishes out lies and mis-truths. Notice, they made a response to Revdex.com and not to me. This is because they have been avoiding me and refuses to return my phone calls. Interesting enough, they can sit behind a computer and continue to lie. Nonetheless, their movers have indicated how "crooked" this company is, directed me to the numerous negative reviews, and indicated their fear of losing their jobs for telling the truth. I will move forward with a news report, report to city-county councilmen, and the attorney general before filing civil charges. Regards,[redacted]
Dear Revdex.com,The paperwork sent with all moving crews is not only highlighted to show where to sign but what the form is. The forms state " ATTENTION: DO NOT SIGN THIS PAGE UNLESS YOU AGREE TO THE TERMS AND ARE ELECTING TO NOT HAVE YOUR ITEMS WRAPPED BY MASTER MOVERS." Again, the claims department is held to the information provided as to what took place on the day of the move and what paperwork is signed and not signed. Unfortunately, the customer signed the forms showing she did not want wrapping services. Our free furniture protection is in reference to the "moving pads" used on the day of the move. We again thank the Revdex.com in assisting to resolve this issue. Sincerely,Master Movers
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 emailed this company over 15 times at least asking about my furnature. We have called 60 times to try to pay and no one answers the phone at the number they provided me with. They company is not asking for $3600 in cash which is absurd and refuse to take credit card like the agreement. I emailed the documents and my attorney's attempts to get this resolved and the company is none responsive. They admitted to no intent of delivary, no date, no truck, and a desire to auction my things after they increased my quote from $2400-$5500 which is so much money that they never told me about at time of picking up my things.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Dear Revdex.com,Ms. [redacted] hired Master Movers to move approximantely 10 items, with an additional stop and 7 flights of stairs / elevator use at the destination. Upon arrival to the home the foreman did find that there was more items than originally estimated. The given timeframe was 7am-1pm, customer was...
given a courtesy window of 9am - 11am, our arrival times are not guaranteed. Ms. [redacted] called on the day of the move to say that the movers were not moving fast enough and they were not going to be able to go to the 2nd stop. With a non-binding estimate you are given a requested amount of time per the customers request with the explanation that if you go over you will be charged in 15 minute increments. Per the notes in the account Ms. [redacted] or her mother called in"received phone call from customer cussing and yelling saying that the movers have been there over 2 hrs and have hardly moved anything, she said the movers are going to have to take all her moms things to her house instead of her mothers and now she has to figure out a way to move these things all by herself. I told her I needed to transfer to dispatch and she screamed and yelled and cussed at me saying no because the dispatch doesn't listen to her and she can not understand what they are saying. I finally got her to agree to put on hold, I sent to dispatch, Before that I tried to explain the due to the stairs even though there were elevators the move would more than likely take longer thank 2 hours but she disagreed saying they both had elevators. Now she is upset the move is going to go over." The recommendation for a move this size per page 4 of the estimate (see attached) shows that it needs 2 movers for anywhere from 2-4 hrs. With the additional stop and the 7 floor destination this move was definitely going to go over than what the customer requested. Due to the customer using the estimate timeframe and going over an hour, the supervisor stated if she wanted an additional truck we can send one however it would be at an additional cost as we completed the estimate timeframe she allowed. Per the dispatcher he spoke to the customer on the day of the move and ensured that he would speak to the foreman which he did and the foreman stated that they were moving as fast as possible and with the use of the elevators there was wait time as other residents were using it. We do apologize for any inconvenience that was caused to the customer on the day of the move, however the supervisor did not find that any refund is due to the customer. Thank you again to the Revdex.com for assisting in resolving the customers issues.Sincerely,Customer Service
Dear Revdex.com,Mr. [redacted]'s claim is being processed and once the approval is completed by the supervisor the information will be sent to him.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.The company has stated for the last two weeks that the claim was at their supervisor awaiting approval. Master Movers informed me on March 22, that the claim was completed and would be approved and sent out "later that week", which would be by March 25th. The company refuses to commit to a time to complete the claim and continues to delay processing the claim. At this point it has been over two month since I filed the orignal claim.
Regards,
[redacted]
Dear Revdex.com,Mrs. [redacted] shipment for her daughter was picked up on 6/17/15. Per the estimate given we were asked to come get 52 items and on the day of the move there were more items of which the customer's daughter agreed to have added and they totaled 71. Mrs. [redacted] daughter was given the...
option to either revise her estimate (with a revised written estimate) or not take the additional items. Mrs. [redacted] daughter signed off on the revised written estimate approval of the addtional items to be taken and the additional charges for that service. Per the customers request we sent copies of all moving documents signed so that they could review what was agreed upon and how many items were actually loaded. Mr. [redacted] has had a very lengthy conversation with our supervisor and the offer was made that the customer can pay for the work that was performed on the pick up which includes the hours of moving items and the packing supplies and come get their items should they choose. The customer chose a Non-Express delivery which states that the company has 5-10 business days to get her delivered and should they choose to have it come on an Express or Direct delivery that includes additional fees. The options have been given to the customer and we are awaiting for their decision as to what they would like to do. We as always thank the Revdex.com for assisting in resolving this issue.Sincerely,Master Movers
Dear Revdex.com,
Per the Supervisor he expressed to Mr. [redacted] on one of their previous phone calls that the shipment would be running late, utilizing the 21 days timeframe. Unfortunately, in the trucking industry there are delays and we are working diligently to get the shipment moving to Mr. [redacted]. It...
was expressed to Mr. [redacted] that compensation for his late delivery will be issued as soon as the moving documents are received back in the office.
We understand that the delivery not being made in a timely manner is creating a hardship on the customer and we most definitely apologize, however we are working diligently to get the shipment confirmed on the road for him with an ETA for delivery. We do expect to have this for him asap.
Thank you,
Customer Service
Dear Revdex.com,Unfortunately, we are ruled by the claims procedure and policies. Attached are the letters explaining the claims resolution and release and settlement form. The amount offered is all allowed under the claims policy. We thank the Revdex.com for assisting in resolving the customers issues and once the release form is received the credit will be issued to the customer as soon as possible.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.]Regards,[redacted] tTheir response is inaccurate. I responded to their business on 8/3/2015, stating my concerns and that I wished to cancel the agreement. I do not believe they are open for business on Sunday 8/2/2015, therefore my response was within three days, certainly not the 5 days they reference. I 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 immediately. No other business I contacted operates in this manner.
Dear Revdex.com,We apologize the information was confused with another company. Ms. [redacted] did have a second day of a crew go out to her to finish the job, of which she stated was a good crew even though they caused minor scratches. We do understand that the inconvenience from the first crew that was caused. Ms. [redacted] claim was again resolved according to the insurance option she chose. The valuation coverage is standard in the industry and the offer was made to her for that coverage. A copy of the resolution letter was provided and unfortunately that is the final offer. We definitely apologize for any inconvenience caused to the customer and again thank the Revdex.com for assisting in resolving the customers issue. Thank you,Customer Service
Better Business...
Bureau:
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 mailed the proof of non sufficient funds and damages to my chair. I have had no response. I even called the company today. They will not respond nor have manager call me back. I will look into taking them to small claims court and hopefully Revdex.com will take action as well to get my refund and damages collected.
[Provide details of why you are not satisfied with this resolution.]
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.]
Regards,
[redacted]
Dear Revdex.com,Our records show a check was cut to the customer last year for this reimbursement. We did not get any information from the customer that she did not receive her payment until now. We will reach out to her and get it resolved.Thank you again for assisting in resolving the customers...
issue.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.
[The answers from the business were truncated in the email you sent and I was unable to view their entire response I request that you resend the response and I be given additional time to answer. Only number 5-7 were visible
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.
still no response in regards to my broken items. Still have not received my missing items.the company did reach out but nothing has been resolved.
Regards,
[redacted]