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.
I am writing for the 4th time now. Might I add, absolutely disgusted with the lack of response from this company. It needs to be addressed and addressed now. My belongings are still damaged and the measly $138 for compensation for damaged property is absolutely absurd. This covers none of the other issues. Nor time spent dealing with this.
Refund. As well as compensation for all lost time, damaged items, and damaged walls.
Regards,
[redacted]

WORST MOVERS EVER!! AVOID LIKE THE PLAGUE! This “company” turned what should have been an exciting time into a nightmare that won’t end. They show up for pick-up with little notice, refuse to accept our method of payment (even though our contract says otherwise), then stop working and corner my wife in a room until she talks to their dispatcher and gives her credit card. Show up with NO notice, many items damaged and clearly not taken care of. Also apparent they went through multiple boxes, and even stole some of our personal property. Wouldn’t bring boxes inside, saying they don’t have to.
The worst part of this: WE DIDN’T EVEN HIRE MASTER MOVERS!!! Not in a million years would I have hired this company.
My attorney sends a letter demanding payment for over $1,000 in damages and stolen items. They refuse, saying we got a refund from our original company, which counts as covering damages. No, that money was them giving back our deposit for screwing us over for giving us to your terrible company.
And Ben M[redacted], don’t bother with your format response; it’s sad. How about you and your company take responsibility for all the damages and stolen items? And I would LOVE to see your statistics to back up a 98% customer satisfaction rating. Given the large amount of negative comments about your company, and the fact that your company was kicked out of the Revdex.com for poor business practices, I find it EXTREMELY difficult to believe such a claim. Just be a responsible business owner and take responsibility for your company’s actions.

Dear Revdex.com,The needed payment to the homeowner is processed and will be confirmed as sent out for the customer asap. The moving documents of Ms. [redacted] have been carefully reviewed and a full refund for the services rendered to her are not warranted in the situation. We have kept in communication with Ms. [redacted] on the status of the payment to her landlord and again will confirm for her when it is sent out. We appreciate you assistance in this matter.Sincerely,Master Movers

I used Master Movers the first week of May for my move, and I was extremely pleased. The movers were extremely polite, showed up on time, and didn't waste time getting me out of my old apartment and into my new one.

Dear Revdex.com,
We understand that Ms. [redacted] is not happy with the outcome of her claim or the offer made to her. Unfortunately, per the attached Ms. [redacted] did not have an additional policy taken out on the move therefore the valuation coverage was activated to cover the issues on her move. The attached shows the offer made Ms. [redacted]. Her request for a supervisor to call her was forwarded, I do apologize if that contact was not made however the supervisor did express the decision on the information given to him. Master Movers has offered all it can in this situation, we offered to send another crew to her to assist in resolving some of the issues and that offer was declined (however the customer asked for monetary compensation instead of which the supervisor did not approve).  We have sent a settlement form to the customer asking for her signature, once that is received we can proceed with the credit being issued to her. 
We do apologize for any inconvenience that was caused to the customer during her move and thank the Revdex.com for assisting in resolving the customers issue.
Sincerely,
Management

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]

The movers were on time and finished early.

Dear Revdex.com,
We do apologize however, our records do not show any messages from Ms. [redacted]. The filed has been completed and is on a supervisors desk for approval (the approvals are usually issued on Friday). I will check with the supervisor to see if it is completed and get an update to Ms. [redacted]. 
Thank you,
Customer Service

Dear Revdex.com,Ms. [redacted] submitted a claim and after a careful review of the moving documents there was no notation of damage and a wrapping waiver was signed by the customer. Per the claims department they must according to the regulations have notations from the customer as to what the...

exceptions are/were at the time of the delivery. The wrapping waiver shows that the customer requested not to have items wrapped as per standard in the industry. The claims department did send out a furniture repair kit that is very popular in the furniture industry and has been used by professionals to assist with the scratches. We most certainly apologize for any inconvenience caused to the customer on the day of the move, however the claim was denied according to the polices and procedures that govern that department. We thank the Revdex.com for assisting in resolving the customers issues.Sincerely,Master Movers

Dear Revdex.com,The customer's order was delivered and as a normal process with any claims, a claim for was sent out to her to fill out, images were requested and we are awaiting her information. All issues regarding any credits will be handled at that point, all at one time. Again, being in the moving industry for over 11 years we understand the customers concerns of getting things and we will most definitely get all issues resolved.Thank you,Customer Service

I hired Master Movers to move a two bedroom home from Indiana to Florida in early May 2015. Once the drivers had picked up the items in Indiana, I received an email that I would not be receiving my items until I paid an additional $220 (even though they had already picked up the items). I paid the amount within 48 hours chalking it up to maybe a size underestimation (although I sent every item's specifications to the company prior to the quote).
In late July, after several emails and phone calls, some of our items finally arrived. Several items were damaged and many were missing, including an heirloom baby bed that I had noted as the most important part of the shipment. Over the next 8 weeks, my husband and I attempted to get the company to email, call, communicate with us when we could expect our missing items. Multiple estimates of shipment were given and not accomplished. They would always promise that 'this person' or 'that person' was going to fix it, call us, dispatch it soon. Today is Sept 21, 2015 and we finally received the last of our items (with more damage and no notice that they were even shipped yet).
Mere words cannot express my frustration with this company. DO NOT HIRE MASTER MOVERS. I am not writing this to get back at the company for our months of anguish; I am writing to save the next person from having to go through the insanity that we have dealt with over the last few months.

Dear Revdex.com,Ms. [redacted] shipment to Spring TX did have some delays and then we had a week of 8/12 that she was out of town. The delivery is being conducted today 9/24/14. We have been in touch with Ms. [redacted] and she is in the process of accepting the delivery. Once her moving documents are...

submitted to our billing department she will be issued a "late delivery refund" that is required by Master Movers tariff and the Department of Transportation.Thank you for your assistance in resolving 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 this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,[redacted]
Regarding complaint #[redacted] This is the 3rd time I'm requesting assistance from Revdex.com in dealing with Master Movers. They had responded saying they will send out the check for repairs before Christmas and then again before February. That hasn't happened. Every time I have asked what is going on, customer service says they will ask ther supervisor. I asked to speak with the supervisor and was told I couldn't. They keep telling me their aren't any updates. When I requested to be refunded for the move, the supervisor had enough time to look through my case and say "no," but not enough time to send out the check to my landlord for repairs to the damage their drivers caused. I've been getting the run around from the beginning I hired them in June! It is now middle of February and this still hasn't been settled. I've tried tirelessly to contact the company, but I never get any answers. I just want this to be over. I want the check to be sent ASAP. Before March. I still think my refund for the move or at least half should be refunded due to the service I've recieved.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Master Movers has not been in contact with me. I've been the one doing all the work. In November my landlord and I were told the check would be sent out. December rolls around and still nothing. If Master Movers had been in contact with me then I wouldn't have had to involve a third party to get this issue which started end of June resolved. I think a full refund is definitely warranted in this situation. From day one I haven't had good customer service from this company. I'm shocked it took me this long to let things slide, but after months of stress, horrible communication, and such a lack of customer service I finally spoke out. The service has been terrible and I think that calls for a full refund. Master Movers said in the original Revdex.com complaint that they would send out the check to my landlord before December 25th per my request, but they haven't done that still. I am not just going to roll over any longer. I want a full refund and the check to be sent out before Feb 1st. I don't want anymore messages saying that the billing department will be in later in the day, week, month, or whatever. I do not want to keep getting shoved off to the side. Get your company together and learn to respect and treat your customers well. Regards,[redacted]

Dear Revdex.com,
All items were accounted for that were claimed. The below and the attached document shows what items were eligible to be claimed due to the "notations" made at the delivery. The claims department can not approve of items that are not notated as required. Ms. [redacted]'s concerns about the advertising done for Master Movers has been given to a supervisor, however all drivers (owner operators, sub-contractors are part of the Master Movers team). 
"After a careful review of the moving documents the following was found: Per your inventory sheets we only found that 3 items were notated with an exception at the time of the delivery. 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.” (There are also items notated on the inventory sheet that were not listed on your claim form.) Desk @100lbs / End Table @40lbs / End Table @30lbs =170lbs @ .60 / lb/ article =$102.00 Property Damage to home: $50 to repair  Total offered: $152.00"  Unfortunately, the offer stands as per the claims policy and procedures. 
Thank you,
Customer Service

I used this company for a previous move, and they had done a good job that time. Not this time though. They smoked in the back of the truck with my property in it. They taped absolutely everything, and didn't remove the tape at the end, even though I had paid for a set block of time and they finished early. Here's the kicker though. Even though I had signed a contract with the agreed to price, they wanted more money at the end. After an hour of arguing with them and paying them the contract price, the lead foreman called the police and said he would have me charged with larceny. He instructed his men to load all of my property back in the truck. I called the police to have them removed from my house for trespassing. One of the men got so out of control that his foreman told him to go wait in the truck. When the police arrived, they agreed to honor my contract. The men kept saying their company would not pay them if they didn't get more money from me. They actually had the nerve to ask about a tip. My son was present for all of this, and it scared him so much he hid in his closet.

Dear Revdex.com,Ms. [redacted] was a customer of an agent of ours that had issues in getting her picked up. We did them a favor and picked up her belongings. Her job was dealt with as all other jobs, there was a call to confirm she would be ready for pick up by our customer service team. We received...

all of her information as to the delivery (needing to have the delivery approved, reserve the elevator, can not deliver after 4pm, no weekends and that the customer would need shuttle service). After the pick up we handled Ms. [redacted]'s order/job as any other long distance and she was required to pay a certain % of the fees before her shipment left our facility. Master Movers did accept a credit card payment from the customer as a courtesy to her. Our customer service called to confirm the delivery schedule with her as well as the driver, this is how we knew she was not in town and it would be her son accepting the shipment. Master Movers works hard to help our contracted Agents when they get in a bind and need service. We show the customer has been delivered with no issues. We as always thank the Revdex.com in assisting to resolve our customers issues.Sincerely,Master Movers

I scheduled my move for 9/23/2016. The day before I got a confirmation email that they would be at my home between 9-11. 11:30 came and no one had called or shown up. I call dispatch and was put on hold while Tracey tried getting ahold of the movers. She got back on the phone and said she could not get ahold of them and would call me back. At 11:55 I called her back and was told they ran over and she would have to send a different set of movers and they would be there in an hour. 1:15 still no movers and no call. Called back again asked to speak to a manager and I got Ben on the phone. He was not helpful at all. He didn't care that I had spent by this time 4 hours waiting. I asked for some kind of compensation and his response was "so you want to cancel?" No I don't want to cancel I need to get moved. It is now 2:20 and just received a call they are 10 minutes away. This is by far the worst company I have ever dealt with and I would suggest never use them. Their prices are cheap for a reason . You definitely get what you are paying for.

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

Dear Revdex.com,We appreciate the customers request however we can not comply, per the careful review of the moving documents a credit was issued to the customer. Master Movers does not feel any further credits are due to the customer. We thank the Revdex.com in assisting in resolving this issue for the...

customer. Sincerely,Management