Master Movers, LLC

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.]
1-the reason I was reluctant to pay the increased price is because I did not agree to it up on pick up of my items and was strong armed to pay it because M[redacted] and master movers would not deliver my things. 
2-They ey also took copies of my credit cards and ID to keep hard copies, electronic, security code, and expectation. It's close to security issues there. 
3-I still believe they have decided to deceive me and have no integrity not ethics. They are unprofessional and extremely disrespectful.
4-I've called them over 50-100 times, every department over 5 weeks and No one picks up the phone. Very unprofessional, unsafe, and not secure company.
5-they are not reliable. They do not reply to calls or email. They damaged almost all my furniture. 
6-their phone lines that they don't answer refer claims to the website. I went to the website and it has no claims tab. It says error. It's a circle of scam. 
I'm puzzled as to why they are allowed on the Revdex.com.I hope the Revdex.com seriously considers action to remove master movers from their accreditation and endorsement. Master movers do not fit nor represent a better business. My understanding is that it's not just about fees and that the Revdex.com monitors and takes these actions and reporting a seriously against this companies issues. 
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

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

Very Friendly and Professional. They moved quickly and efficiently. Made my move easy.

We could not have been more disappointed with our experience with Master Movers. They are dishonest, unprofessional, and unresponsive to calls. We tried very hard to resolve our dispute with respect to overcharges with them, but they are completely impossible to deal with. I struggle to think of another time when I have been this frustrated with a company. We are considering legal action at this time.

My experience with Master Movers was an awesome one. It was a very smooth move and gave me the piece of mind I needed:)I would highly reccomend this company:)

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

These movers we very respectful, hard working, and on time. The price was fair. It was a pleasure doing business with them.

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

This is a moving company, that's all I can say. Not professional in how they handle any claims. Literally broke a $600 bed (headboard) admittedly by their mover. Filed the claim as instructed and received back a letter that says they only pay .60 per lb for damage so it would be $9. This is far less than the $250 deductible so I get nothing. According to them they only have to pay if the item is over 417 lbs. I encourage you to stay away from them.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Clearly, just based on interactions through this site your last response now catches you in yet another lie. You said you offered another crew to come out to help resolve the issues with the move and that I declined and requested compensation instead. Thanks for trying to make it look like I'm only out to get money from you. This is completely false. As you can see, in prior conversation it was said a second crew did come out to finish the move due to the first crew had me drive back to my home, to finish getting the things they left, and then they never showed back up. A second crew did come out and finish the move as a result of your delivery crews supervisor being called 12 hours into the move and me standing in a half empty apartment waiting for your crew that never showed back up. Compensation was then mentioned by him, as well as, your customer service rep instead of me just demanding it as you make it seem. As for a requesting a call from a supervisor..the call wasn't received. Here we are weeks later and no one from this company has tried to reach out to me as requested nor has anyone tried to make things right. I'm not sure how it is ok for your story to keep changing, your company proving zero customer service or be willing to discuss the matter further without going through the Revdex.com, or how damaging my personal property and feeling no remorse is ok. This has been the most disrespectful company I have had to deal with. I work for a well known business myself and I can assure you we wouldn't allow this matter to happen and if it did we sure wouldn't let it drag out for months blaming the customer when we were in the wrong. 
Regards,
[redacted]

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 directly. We appreciate the Revdex.com's format for assisting consumers in resolving their issues.
317-872-6683 x 1002 or x 1000.
Thank you,
Master Movers

Dear Revdex.com,
Ms. [redacted] contracted Master Movers to pick up 36 items which on the day of the move increased to 50 (part of items are always accounted for). The customer also had additional packing to be completed on the day of the move which accounted for an additional increase in the cost....

The attached documents show that the customer was given the original price per cuft of space reservation instead of the contractual $6/cuft for additional space reservation. The supervisor did confirm that the shipment was 728 cuft of space reservation. I do apologize but I don't have any information on any of the conversation the customer had with the supervisor and or dispatcher. I'm not sure what blank form the customer is talking about to have signed at the delivery as all documents at the drop off are filled out and are only needing the confirmation of the delivery being completed, (attached are documents after the pick up). The customer has every opportunity to notate any issues / exceptions at the delivery should they occur and call in to report any issues. Master Movers appreciates the Revdex.com's assistance in resolving the customers issues and we feel that we have done all we can to assist the customer. Thank you,
Customer Service

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

This is the 2nd time I have used Master Movers, and I have had excellent service.