Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Yes I'd like to reopen the claim. Thank you. Dr. [redacted] Sent from my iPhone > On Oct 20, 2015, at 2:15 PM, Julie Potter <[email protected]> wrote: > > You have the right email address. Are you wishing to re-open your complaint? > Julie Potter, Dispute Resolution Specialist Revdex.com Serving Central > Indiana > 151 N. Delaware Street, Ste. 2020 > Indianapolis, Indiana 46204-2599 > p: 317-713-6094 > tf: 855-833-1173 > f: 317-917-2310 > [email protected] > Revdex.com.org Start With Trust® > > Like us on Facebook. Follow us on Twitter. Follow us on LinkedIn. > > Look for the Revdex.com Accredited Business seal before making a purchasing decision at: Revdex.com.org/indy. > > > > -----Original Message----- > From: [redacted] [mailto:[redacted]@icloud.com] > Sent: Tuesday, October 20, 2015 12:37 PM > To: Julie Potter <[email protected]> > Subject: Damages Master Movers complaint #[redacted] > > Hi Julie, > > I’ve attempted to reach Master movers on the phone, via website, and email to file a claim for damages. I have not received a response. > > Please confirm receipt of this email, so I know I have the right email > address :) > > Sincerely, > Dr. [redacted] > > >
Dear Revdex.com, This customer was sent information asking for the proof of the nsf fees so that it can be submitted for refund for her, however we have not received the documentation. We will reach out to the customer again asking for the information.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.
[Provide details of why you are not satisfied with this resolution.] The settlement only offers payment on one desk and two endtables. It does not offer anything for the other desk (there were two desks destroyed) and a chair which was totally destroyed. Also, the company does not offer anything for the missing pieces which were not checked on the delivery receipt.In addition, the business does nothing to offer remorse for their blatent misrepresentations that they were not a broker and would handle my move from door to door. They subcontracted my move which they had stated they would not do. They also said they would unpack and reassemble any pieces that they pack and disassembled---they did not do any of this. They purposely lied to get our contract and then did not fulfill it per the contract conditions.
Regards,
[redacted]
Dear Revdex.com,Unfortunately, we can not put a timeframe on exactly when claims coming into the office will be resolved, it is the holiday season which means delays. We are working very diligently to get the issue's resolved and as soon as the claims department has the information back from the supervisor the customer will get an email confirming the completion of the resolution and it's being sent out. We do apologize for any delays in getting this completed for the customer and thank her for her continued patience and understanding. 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.]First of all they where not the company I thought I was using and they never let me know that I was not correct and proceeded to give me a discount on the move of $50.00, I was referred to Sherman Movers due to how professional they where. I'm nearly 60 years old and have moved several times before and I'm a Real Estate Broker and wanted to use pro's not child labor. The driver was extremely upsetting, he started the day by calling me 10 mins after I left my home to walk my 2 little dogs, one is 14 years old and the other one is 16 years old. They would be upset staying in the home with all the activity. He started calling me and wanted to go over more charges. I said this is upsetting me, and this is not what I expected. I went over my my 4 rooms I was moving with the person Kyle that took my order, I was very detailed, my bedroom has a king bed, chest, 1 night stand and a TV and chair and ottoman, I ask for wardrobe holders since I can't carry my clothes up and down stairs. I can detail each room for you if needed again. I spoke with several companies and they all seemed about the same cost, but they offered 3 movers and a supervisor. I thought this would go so well. Plus, I still thought I was getting the wonderful company my co worker suggested. I have had good experiences moving every time until now. They should fast and get more done with 4 people, but when they use children to do the work, you get poor results. They did not care about home or items, the put things all over the place and turned my move into a nightmare. In the past 2 men would move my items and the 3rd man would put items together and all I had to do was hang pictures and window treatments. They took no care of my walls, my furniture or my new place which was like new, they painted the walls and trim and it looked brand new. I have hand prints and scrapes on the walls and a toilet I have a plumber coming out to repair. I wish they would have let me know they where not Sherman Movers and proceeded to give a discount of $50.00 on my deposit (very misleading) I wanted a professional team, not untrained children and a supervisor that only wanted to keep asking me for more money and calling his boss for more ways to charge more money. They need to take care of me the customer and take care of my things and property. They should not be even called a business, it's a joke and nightmare for someone needing a professional to help make my move easier with professional help. That's what I do for my clients. Let me know if you need anything else from me, I have had with them. I moved all my food myself, and numerous car loads myself, and still need to go back and get my window rods and curtain panels, and flower pot. They only had 4 rooms and a 1 car garage full on all 3 walls, my car was always in the garage and 2 tiny patio's, 1 with a folding chair and folding table, and one with a chaise and side table. My prior residence was less than 1000 sf, and no appliances or items in refrigerator where taken by the moves. It should have been quick move for them. It's not like I had a large place or any thing like appliances or lawn & snow equipment to move. I would never use this company and will only warn people not to use them. It was a BIG NIGHTMARE.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
I have still not received the money they told me they would refund. It has now been a month since they told me I would be getting it.
Regards,
[redacted]
Dear Revdex.com,Again, this customer does not want to provide the information needed to charge the fees due. This customer is dealing directly with the supervisor and the comments will be forwarded. 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.Thank you for your response. I’ve...
attached a PDF with representative photos from our move and addressed your comments within the text of your email below. Certainly I understand why you would give your employees the benefit of doubt. However, I believe the representative photos clearly illustrate that service was not rendered as agreed and that this move was not executed in a professional manner.As I mentioned in our discussion yesterday, we’re seeking one-half of our money returned and we’re prepared to elevate this matter. When you’ve had time to review this document, I would appreciate a timely response.You can reach me at the phone number in my sig below.Best Regards,[redacted] | [redacted]@comcast.net [redacted]eFrom: **@1mastermovers.com [mailto:**@1mastermovers.com] Sent: Monday, January 18, 2016 5:11 PM To: [redacted] Cc: [redacted] Subject: Follow Up {Reference #[redacted]} 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 dres ser and in the china cabinet) to be packed as they were breakables and it was reiterated to him that the crew was not to pack anything his wife was going to be doing it, so the drawers were taken out of the dresser to allow Mrs. [redacted] to pack them. The foreman stated they never did get packed. This is incorrect. We originally requested three hours of packing. However, the crew was too slow to be of any assistance. They could barely render services agreed to; as you’ll see in the attached document.Due to the injured crew member your account has been adjusted $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. This indicates nothing of the kind. One of the movers was injured at the beginning of the move. He may have worked one or two hours. He should have notified your office and had a substitute to replace him. Moreover, the original estimate offered a detailed list of articles that were not moved; so a per piece and not per hour invoice is not acceptable.Due to the full estimated timeframe not being used we can always get you back on schedule for the original price at your booking (as you had a promotional price of $95/hr) if you still needed to have items 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.Bar Stool, Bed King (mattress – this is noted in photos; Chair, rocker; Entertainment center; refrigerator, mini; Cushions from sofa; Tv-Plazma up 40-60”; Tv-Plazma up 40”; Bar table; cabinet, corner; chest of drawers – none of the drawers were retrieved from the chests; M-Boxes (not all of the boxes were moved); Outdoor Table; exercise equipment.Sincerely,Customer ServiceMaster Movers [redacted]
Regards,
[redacted]
Dear Revdex.com,Per the claims department (please excuse the the title name "[redacted] vs. [redacted]", this is the correct letter that was sent to the customer. The claims department found that Ms. [redacted] purchased a packing kit to perform her own packing and there was no additional insurance taken out prior...
the move. On the day of the move the customer had minimal protection material used thus signing a wrapping waiver. The claims department is bound by the rules and regulations of the claims policy. We have kept in communication with Ms. [redacted] either via phone or email. All calls are returned or emails responded to within 24 to 48 hours within our customer service department. We apologize for any inconvenience that the customer experienced during or after her move. Please see the attached documents. We as always thank the Revdex.com for assisting in resolving the customers issues.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.
[Provide details of why you are not satisfied with this resolution.]
I still haven't seen the refund. Until I get the money owed to me, I will reject their response.
Regards,
[redacted]
Dear Revdex.com,Please see the copies of the moving documents from the day of Mr. and Mrs. [redacted]'s move. The non-binding estimate given was suggested for 4 movers and 6 hrs + hours for packing and for the second stop needed, however the customer only wanted 3 movers and about 7 hrs in total. You will see that the foreman on the job made a hand written note of the events that occured on the move, stating that when he arrived he expressed to Mrs. [redacted] that the move would be longer than the estimated timeframe at which time she called Mr. [redacted]. Mr. [redacted] then explained to our foreman that he rented a U-haul truck and purchased packing materials to be used by his wife. He told the foreman that he only wanted one trip and they would not be going to the storage unit as previously planned. The foreman actually spoke to Mr. [redacted] again during the move informing him that the dresser could not be moved with the breakable items in it and that they needed to be removed and properly protected. He again stated that he did not want the crew to pack anything and his wife would be handling this. Due to the drawers not being emptied they were removed from the dresser and the dresser was padded and placed on the truck which was full. Due to the customer only wanting one trip the movers could only take what would fit on the truck. Mr. [redacted] was in control of the move and directed the crew in what he wanted done. Master Movers does feel that the customers own words at the end of the move show alot as to what took place and in going with what was stated, it showed that the 3rd man was not available to work toward the end of the move thus the comment reflected "not being able to help the other crew members re-assemble the furniture". It was clear that since Mr. [redacted] rented a truck he and his wife understood this move was much larger than what we were being contracted for and they directed the crew to do what they needed them to do. When the information was given to us regarding the mover who was injured and not able to complete the move with his crew the customer was given a credit for those hours as well as an offer to send a crew back out to them to complete anything they felt needed to be done at the original price per hour. This offer was declined. Master Movers was denied the opportunity to make the situation right for the customer and now is being asked to return half of what the cost of the move was, which we feel is not reasonable. We appreciate the Revdex.com's assistance in resolving the customers issues, however we feel that Master Movers did as the customer wanted and compensated for the issues presented.Thank you,Customer Service
reviews stay visible and what does not. Per the conversation with the [redacted] representative, if Master Movers placed ads on their site they would revamp our review page. [redacted] does not contain a fair reporting system or posting system. If you would like to see reviews of customers that are happy with our services we are very happy to provide them as there are many.5. Per the notes in the account at no time was Master Movers made aware of any damages to any property or items contained in the shipment. The customer signed the inventory sheets to confirm all items were delivered and at that time while the paperwork was in his/ her possession they had every opportunity to notate any issues and or call them and or email them to our customer service department. None of these reports were submitted.6. I do apologize however, I am do not have any access to any conversations that were held with the dispatcher / foreman or supervisor. Thus the response on this subject came directly from Benjamin who was involved in the communications directly with Mr. [redacted].7. Per the estimate given it was requested that Master Movers conduct packing for the job and on the day of the move due to the additional items there was additional packing that needed to be completed. The customer did not have all of the items packed and protected for a long distance move. Again, the reporting system for [redacted] is not an accurate reporting of reviews please check the "not recommeded" link to see a full spectrum of the reviews posted. Master Movers Mgmnt has dealt with Mr. [redacted], Mr. [redacted] and Ms. [redacted] regarding this move and we have provided all documentation possible to show was estimated and then what was changed on the day of the move. We feel that we did exactly what was requested of us. We thank the Revdex.com for assisting in resolving the customers issues. Sincerely,Customer Service
Dear Revdex.com,The customers issue has been given to a supervisor. Again, once the billing department issues the refund they will confirm via email confirmation. Thank you,Master Movers
Dear Revdex.com,We are most sincerely sorry for any inconvenience the customer was caused on her move day and that fact that we had an unforeseen issue getting to her. We have refunded her deposit, however we can not reimburse for any cost of what the customer had to do in order to perform her move. Again,...
Master Movers apologizes for any inconvenience that was caused to the customer and thank the Revdex.com for assisting us in resolving this issue.
Dear Revdex.com,Ms. [redacted] claim was submitted incomplete and we did ask her to supply further information on that resolution. When submitting her claim to the claim department they found that there some of the items claimed were labeled as “PBO” (Packed by Owner) and unfortunately the company has no...
knowledge of how the items were packed or secured and for this reason Master Movers can not assume responsibility for the damage. It was also found that some of the items claimed were not listed on the inventory sheets, thus they were not part of the contracted items to be moved and thus we can not accept responsibility for them. The claims department's biggest challenge was the notation of damage. After a very careful review of the inventory sheets it was found that there was no notation of the items being damaged thus it did not meet the requirement for “notation of exception” as stated by the Master Movers Tariff and the Department of Transportation. Section 6 of the Master Mover’s Tariff states: Filing of Claims/Complaints Procedures: “…must be limited to the destination descriptions of damage indicated on the inventory logs at the time of delivery.It is solely the shipper’s responsibility to inspect and indicate damaged or missing items on the inventory logs at the time of delivery.” Ms. [redacted] submitted a piece ofpaper that was a hand written list of items and thus did not meet this requirement. The claims department did find that there was minor property damage notated and thus the customer was offered $100 for the issue as stated in the tariff. We thank the Revdex.com in their assistance to resolve the issue for Ms. [redacted], however the claims department can only go by their procedures and policies in handle all claims for customers of Master Movers. Thank you,Master Movers
Dear Revdex.com,Ms. [redacted] was estimated for 5 hours to move 82 items. When the moving crew arrived they surveyed the job site and found that there were additional items and 3 flights of stairs (which was not described at the booking of the move). The crew worked for 4.75 hours to get her loaded and when...
the foreman came to her to keep her updated on the cost of the move and what he estimated the ending cost to be she stated she was not going to pay for the added time. When you contract a professional moving company to perform a job and then tell them after they have worked for 4.75 hrs that you are not going to pay, that does send a red flag up. The foreman did what he was suppose to do at that time and that was to call his dispatcher to inform him of the situation. When the dispatcher spoke to the customer he tried to explain that he understood her observation of the move however being that it was after hours and getting late he did not have the authority to waive any fees and it would have to be taken up with customer service on the next business day. The customer was not satisfied with this response and stated she would not be paying the fees. When the dispatcher asked if she wanted to discontinue the move she stated no, I want the move completed but I'm not paying those fees. Being a professional moving company Master Movers can not perform moves for no cost and we would have worked out a solution with the customer the next day however she did not give us a chance to. With the information of her stating she would not pay for the charges the dispatcher had to pull the crew from the job site. We did not cancel the move as our crew was ready to finish the job, however Ms. [redacted]'s refusal to pay for the fees was her decision and that is what cancelled the move. We most definitely would have worked with Ms. [redacted] on the fees especially with a report of her feeling that she only two movers instead of the contracted 3 as this was the service she needed. Master Movers has been in business for over 13 yrs and is always willing to work with customers in all types of situations. It is the position of Master Movers that the customer canceled of her move and thus it was not per the cancellation policy of cancellation within 72 hours from the booking day.Thank you,Master Movers
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [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.]Tiffany from Master Movers called me yesterday and said she was calling about the complaint we filed with the Revdex.com. I have been in contact with Tiffany over the past year and a half on numerous occasions as I reminded her. She said she was sorry. She claimed a check had been sent out. I asked her when and she claimed in October. She asked me for my credit card information . I told her I wasn't comfortable giving it to her after all the run arounds I have had. She verified that she had my correct address. She said she would put a stop on the check immediately and call me right back. It has been over 24 hours and she still has not gotten back to me.Unfortunately over the course of the past almost 2 years whenever you call or email them they claim it has already been sent out. I heard that over the claim, that I would get it in a week then a month later , they would say we will mail it out today, etc. I have found they say whatever they think will satisfy you at the moment.We still have received no refund. The offer they made us was totally an insult and should have showed us what kind of business we were dealing with. We really just want this behind us and don't want anyone else to fall prey to their poor business practices.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am not satisfied with their response because I was promised a refund on July 6, 2015 and have yet to receive one. I would like a date from the company as to when they are going to issue the refund to me. Thank you, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.] I have heard them say they're going to issue my refund for 3 weeks now. I don't believe them when they say they're promptly working on it. I also provided them with the information as to which debit card to issue the refund to weeks ago. They're saying the right things, but have done so in the past and have not followed through.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have complained about Master Movers prior to this complaint, therefore I'm hoping everything I've sent regarding my horrible moving experience with this company is saved. After speaking with the Revdex.com, I was contacted by the company and advised that once the claim was sent in that it would be expedited by a supervisor and resolved as soon as possible. I have yet to receive a response to my claim nor a response to the numerous voicemails I have left. The claim and photos that were requested were sent certified mail and I have received notification that this was delivered. The move took place on 10/31/15 and it is now 12/7/15. This issue needs to be fixed. Personal items have been damaged and the day was a disaster.A response to the claim needs to be addressed now.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Yes I'd like to reopen the claim. Thank you. Dr. [redacted] Sent from my iPhone > On Oct 20, 2015, at 2:15 PM, Julie Potter <[email protected]> wrote: > > You have the right email address. Are you wishing to re-open your complaint? > Julie Potter, Dispute Resolution Specialist Revdex.com Serving Central > Indiana > 151 N. Delaware Street, Ste. 2020 > Indianapolis, Indiana 46204-2599 > p: 317-713-6094 > tf: 855-833-1173 > f: 317-917-2310 > [email protected] > Revdex.com.org Start With Trust® > > Like us on Facebook. Follow us on Twitter. Follow us on LinkedIn. > > Look for the Revdex.com Accredited Business seal before making a purchasing decision at: Revdex.com.org/indy. > > > > -----Original Message----- > From: [redacted] [mailto:[redacted]@icloud.com] > Sent: Tuesday, October 20, 2015 12:37 PM > To: Julie Potter <[email protected]> > Subject: Damages Master Movers complaint #[redacted] > > Hi Julie, > > I’ve attempted to reach Master movers on the phone, via website, and email to file a claim for damages. I have not received a response. > > Please confirm receipt of this email, so I know I have the right email > address :) > > Sincerely, > Dr. [redacted] > > >
Dear Revdex.com, This customer was sent information asking for the proof of the nsf fees so that it can be submitted for refund for her, however we have not received the documentation. We will reach out to the customer again asking for the information.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.
[Provide details of why you are not satisfied with this resolution.] The settlement only offers payment on one desk and two endtables. It does not offer anything for the other desk (there were two desks destroyed) and a chair which was totally destroyed. Also, the company does not offer anything for the missing pieces which were not checked on the delivery receipt.In addition, the business does nothing to offer remorse for their blatent misrepresentations that they were not a broker and would handle my move from door to door. They subcontracted my move which they had stated they would not do. They also said they would unpack and reassemble any pieces that they pack and disassembled---they did not do any of this. They purposely lied to get our contract and then did not fulfill it per the contract conditions.
Regards,
[redacted]
Dear Revdex.com,Unfortunately, we can not put a timeframe on exactly when claims coming into the office will be resolved, it is the holiday season which means delays. We are working very diligently to get the issue's resolved and as soon as the claims department has the information back from the supervisor the customer will get an email confirming the completion of the resolution and it's being sent out. We do apologize for any delays in getting this completed for the customer and thank her for her continued patience and understanding. 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.]First of all they where not the company I thought I was using and they never let me know that I was not correct and proceeded to give me a discount on the move of $50.00, I was referred to Sherman Movers due to how professional they where. I'm nearly 60 years old and have moved several times before and I'm a Real Estate Broker and wanted to use pro's not child labor. The driver was extremely upsetting, he started the day by calling me 10 mins after I left my home to walk my 2 little dogs, one is 14 years old and the other one is 16 years old. They would be upset staying in the home with all the activity. He started calling me and wanted to go over more charges. I said this is upsetting me, and this is not what I expected. I went over my my 4 rooms I was moving with the person Kyle that took my order, I was very detailed, my bedroom has a king bed, chest, 1 night stand and a TV and chair and ottoman, I ask for wardrobe holders since I can't carry my clothes up and down stairs. I can detail each room for you if needed again. I spoke with several companies and they all seemed about the same cost, but they offered 3 movers and a supervisor. I thought this would go so well. Plus, I still thought I was getting the wonderful company my co worker suggested. I have had good experiences moving every time until now. They should fast and get more done with 4 people, but when they use children to do the work, you get poor results. They did not care about home or items, the put things all over the place and turned my move into a nightmare. In the past 2 men would move my items and the 3rd man would put items together and all I had to do was hang pictures and window treatments. They took no care of my walls, my furniture or my new place which was like new, they painted the walls and trim and it looked brand new. I have hand prints and scrapes on the walls and a toilet I have a plumber coming out to repair. I wish they would have let me know they where not Sherman Movers and proceeded to give a discount of $50.00 on my deposit (very misleading) I wanted a professional team, not untrained children and a supervisor that only wanted to keep asking me for more money and calling his boss for more ways to charge more money. They need to take care of me the customer and take care of my things and property. They should not be even called a business, it's a joke and nightmare for someone needing a professional to help make my move easier with professional help. That's what I do for my clients. Let me know if you need anything else from me, I have had with them. I moved all my food myself, and numerous car loads myself, and still need to go back and get my window rods and curtain panels, and flower pot. They only had 4 rooms and a 1 car garage full on all 3 walls, my car was always in the garage and 2 tiny patio's, 1 with a folding chair and folding table, and one with a chaise and side table. My prior residence was less than 1000 sf, and no appliances or items in refrigerator where taken by the moves. It should have been quick move for them. It's not like I had a large place or any thing like appliances or lawn & snow equipment to move. I would never use this company and will only warn people not to use them. It was a BIG NIGHTMARE.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
I have still not received the money they told me they would refund. It has now been a month since they told me I would be getting it.
Regards,
[redacted]
Dear Revdex.com,Again, this customer does not want to provide the information needed to charge the fees due. This customer is dealing directly with the supervisor and the comments will be forwarded. 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.Thank you for your response. I’ve...
attached a PDF with representative photos from our move and addressed your comments within the text of your email below. Certainly I understand why you would give your employees the benefit of doubt. However, I believe the representative photos clearly illustrate that service was not rendered as agreed and that this move was not executed in a professional manner.As I mentioned in our discussion yesterday, we’re seeking one-half of our money returned and we’re prepared to elevate this matter. When you’ve had time to review this document, I would appreciate a timely response.You can reach me at the phone number in my sig below.Best Regards,[redacted] | [redacted]@comcast.net [redacted]eFrom: **@1mastermovers.com [mailto:**@1mastermovers.com] Sent: Monday, January 18, 2016 5:11 PM To: [redacted] Cc: [redacted] Subject: Follow Up {Reference #[redacted]} 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 dres ser and in the china cabinet) to be packed as they were breakables and it was reiterated to him that the crew was not to pack anything his wife was going to be doing it, so the drawers were taken out of the dresser to allow Mrs. [redacted] to pack them. The foreman stated they never did get packed. This is incorrect. We originally requested three hours of packing. However, the crew was too slow to be of any assistance. They could barely render services agreed to; as you’ll see in the attached document.Due to the injured crew member your account has been adjusted $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. This indicates nothing of the kind. One of the movers was injured at the beginning of the move. He may have worked one or two hours. He should have notified your office and had a substitute to replace him. Moreover, the original estimate offered a detailed list of articles that were not moved; so a per piece and not per hour invoice is not acceptable.Due to the full estimated timeframe not being used we can always get you back on schedule for the original price at your booking (as you had a promotional price of $95/hr) if you still needed to have items 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.Bar Stool, Bed King (mattress – this is noted in photos; Chair, rocker; Entertainment center; refrigerator, mini; Cushions from sofa; Tv-Plazma up 40-60”; Tv-Plazma up 40”; Bar table; cabinet, corner; chest of drawers – none of the drawers were retrieved from the chests; M-Boxes (not all of the boxes were moved); Outdoor Table; exercise equipment.Sincerely,Customer ServiceMaster Movers [redacted]
Regards,
[redacted]
Dear Revdex.com,Per the claims department (please excuse the the title name "[redacted] vs. [redacted]", this is the correct letter that was sent to the customer. The claims department found that Ms. [redacted] purchased a packing kit to perform her own packing and there was no additional insurance taken out prior...
the move. On the day of the move the customer had minimal protection material used thus signing a wrapping waiver. The claims department is bound by the rules and regulations of the claims policy. We have kept in communication with Ms. [redacted] either via phone or email. All calls are returned or emails responded to within 24 to 48 hours within our customer service department. We apologize for any inconvenience that the customer experienced during or after her move. Please see the attached documents. We as always thank the Revdex.com for assisting in resolving the customers issues.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.
[Provide details of why you are not satisfied with this resolution.]
I still haven't seen the refund. Until I get the money owed to me, I will reject their response.
Regards,
[redacted]
Dear Revdex.com,Please see the copies of the moving documents from the day of Mr. and Mrs. [redacted]'s move. The non-binding estimate given was suggested for 4 movers and 6 hrs + hours for packing and for the second stop needed, however the customer only wanted 3 movers and about 7 hrs in total. You will see that the foreman on the job made a hand written note of the events that occured on the move, stating that when he arrived he expressed to Mrs. [redacted] that the move would be longer than the estimated timeframe at which time she called Mr. [redacted]. Mr. [redacted] then explained to our foreman that he rented a U-haul truck and purchased packing materials to be used by his wife. He told the foreman that he only wanted one trip and they would not be going to the storage unit as previously planned. The foreman actually spoke to Mr. [redacted] again during the move informing him that the dresser could not be moved with the breakable items in it and that they needed to be removed and properly protected. He again stated that he did not want the crew to pack anything and his wife would be handling this. Due to the drawers not being emptied they were removed from the dresser and the dresser was padded and placed on the truck which was full. Due to the customer only wanting one trip the movers could only take what would fit on the truck. Mr. [redacted] was in control of the move and directed the crew in what he wanted done. Master Movers does feel that the customers own words at the end of the move show alot as to what took place and in going with what was stated, it showed that the 3rd man was not available to work toward the end of the move thus the comment reflected "not being able to help the other crew members re-assemble the furniture". It was clear that since Mr. [redacted] rented a truck he and his wife understood this move was much larger than what we were being contracted for and they directed the crew to do what they needed them to do. When the information was given to us regarding the mover who was injured and not able to complete the move with his crew the customer was given a credit for those hours as well as an offer to send a crew back out to them to complete anything they felt needed to be done at the original price per hour. This offer was declined. Master Movers was denied the opportunity to make the situation right for the customer and now is being asked to return half of what the cost of the move was, which we feel is not reasonable. We appreciate the Revdex.com's assistance in resolving the customers issues, however we feel that Master Movers did as the customer wanted and compensated for the issues presented.Thank you,Customer Service
reviews stay visible and what does not. Per the conversation with the [redacted] representative, if Master Movers placed ads on their site they would revamp our review page. [redacted] does not contain a fair reporting system or posting system. If you would like to see reviews of customers that are happy with our services we are very happy to provide them as there are many.5. Per the notes in the account at no time was Master Movers made aware of any damages to any property or items contained in the shipment. The customer signed the inventory sheets to confirm all items were delivered and at that time while the paperwork was in his/ her possession they had every opportunity to notate any issues and or call them and or email them to our customer service department. None of these reports were submitted.6. I do apologize however, I am do not have any access to any conversations that were held with the dispatcher / foreman or supervisor. Thus the response on this subject came directly from Benjamin who was involved in the communications directly with Mr. [redacted].7. Per the estimate given it was requested that Master Movers conduct packing for the job and on the day of the move due to the additional items there was additional packing that needed to be completed. The customer did not have all of the items packed and protected for a long distance move. Again, the reporting system for [redacted] is not an accurate reporting of reviews please check the "not recommeded" link to see a full spectrum of the reviews posted. Master Movers Mgmnt has dealt with Mr. [redacted], Mr. [redacted] and Ms. [redacted] regarding this move and we have provided all documentation possible to show was estimated and then what was changed on the day of the move. We feel that we did exactly what was requested of us. We thank the Revdex.com for assisting in resolving the customers issues. Sincerely,Customer Service
Dear Revdex.com,The customers issue has been given to a supervisor. Again, once the billing department issues the refund they will confirm via email confirmation. Thank you,Master Movers
Dear Revdex.com,We are most sincerely sorry for any inconvenience the customer was caused on her move day and that fact that we had an unforeseen issue getting to her. We have refunded her deposit, however we can not reimburse for any cost of what the customer had to do in order to perform her move. Again,...
Master Movers apologizes for any inconvenience that was caused to the customer and thank the Revdex.com for assisting us in resolving this issue.
Dear Revdex.com,Ms. [redacted] claim was submitted incomplete and we did ask her to supply further information on that resolution. When submitting her claim to the claim department they found that there some of the items claimed were labeled as “PBO” (Packed by Owner) and unfortunately the company has no...
knowledge of how the items were packed or secured and for this reason Master Movers can not assume responsibility for the damage. It was also found that some of the items claimed were not listed on the inventory sheets, thus they were not part of the contracted items to be moved and thus we can not accept responsibility for them. The claims department's biggest challenge was the notation of damage. After a very careful review of the inventory sheets it was found that there was no notation of the items being damaged thus it did not meet the requirement for “notation of exception” as stated by the Master Movers Tariff and the Department of Transportation. Section 6 of the Master Mover’s Tariff states: Filing of Claims/Complaints Procedures: “…must be limited to the destination descriptions of damage indicated on the inventory logs at the time of delivery.It is solely the shipper’s responsibility to inspect and indicate damaged or missing items on the inventory logs at the time of delivery.” Ms. [redacted] submitted a piece ofpaper that was a hand written list of items and thus did not meet this requirement. The claims department did find that there was minor property damage notated and thus the customer was offered $100 for the issue as stated in the tariff. We thank the Revdex.com in their assistance to resolve the issue for Ms. [redacted], however the claims department can only go by their procedures and policies in handle all claims for customers of Master Movers. Thank you,Master Movers
Dear Revdex.com,Ms. [redacted] was estimated for 5 hours to move 82 items. When the moving crew arrived they surveyed the job site and found that there were additional items and 3 flights of stairs (which was not described at the booking of the move). The crew worked for 4.75 hours to get her loaded and when...
the foreman came to her to keep her updated on the cost of the move and what he estimated the ending cost to be she stated she was not going to pay for the added time. When you contract a professional moving company to perform a job and then tell them after they have worked for 4.75 hrs that you are not going to pay, that does send a red flag up. The foreman did what he was suppose to do at that time and that was to call his dispatcher to inform him of the situation. When the dispatcher spoke to the customer he tried to explain that he understood her observation of the move however being that it was after hours and getting late he did not have the authority to waive any fees and it would have to be taken up with customer service on the next business day. The customer was not satisfied with this response and stated she would not be paying the fees. When the dispatcher asked if she wanted to discontinue the move she stated no, I want the move completed but I'm not paying those fees. Being a professional moving company Master Movers can not perform moves for no cost and we would have worked out a solution with the customer the next day however she did not give us a chance to. With the information of her stating she would not pay for the charges the dispatcher had to pull the crew from the job site. We did not cancel the move as our crew was ready to finish the job, however Ms. [redacted]'s refusal to pay for the fees was her decision and that is what cancelled the move. We most definitely would have worked with Ms. [redacted] on the fees especially with a report of her feeling that she only two movers instead of the contracted 3 as this was the service she needed. Master Movers has been in business for over 13 yrs and is always willing to work with customers in all types of situations. It is the position of Master Movers that the customer canceled of her move and thus it was not per the cancellation policy of cancellation within 72 hours from the booking day.Thank you,Master Movers
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [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.]Tiffany from Master Movers called me yesterday and said she was calling about the complaint we filed with the Revdex.com. I have been in contact with Tiffany over the past year and a half on numerous occasions as I reminded her. She said she was sorry. She claimed a check had been sent out. I asked her when and she claimed in October. She asked me for my credit card information . I told her I wasn't comfortable giving it to her after all the run arounds I have had. She verified that she had my correct address. She said she would put a stop on the check immediately and call me right back. It has been over 24 hours and she still has not gotten back to me.Unfortunately over the course of the past almost 2 years whenever you call or email them they claim it has already been sent out. I heard that over the claim, that I would get it in a week then a month later , they would say we will mail it out today, etc. I have found they say whatever they think will satisfy you at the moment.We still have received no refund. The offer they made us was totally an insult and should have showed us what kind of business we were dealing with. We really just want this behind us and don't want anyone else to fall prey to their poor business practices.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am not satisfied with their response because I was promised a refund on July 6, 2015 and have yet to receive one. I would like a date from the company as to when they are going to issue the refund to me. Thank you, [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.] I have heard them say they're going to issue my refund for 3 weeks now. I don't believe them when they say they're promptly working on it. I also provided them with the information as to which debit card to issue the refund to weeks ago. They're saying the right things, but have done so in the past and have not followed through.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have complained about Master Movers prior to this complaint, therefore I'm hoping everything I've sent regarding my horrible moving experience with this company is saved. After speaking with the Revdex.com, I was contacted by the company and advised that once the claim was sent in that it would be expedited by a supervisor and resolved as soon as possible. I have yet to receive a response to my claim nor a response to the numerous voicemails I have left. The claim and photos that were requested were sent certified mail and I have received notification that this was delivered. The move took place on 10/31/15 and it is now 12/7/15. This issue needs to be fixed. Personal items have been damaged and the day was a disaster.A response to the claim needs to be addressed now.
Regards,
[redacted]