Master Movers Moving & Storage

We performed moving services for Ms ***. We were very surprised that there was any problem and immediately investigated her concerns. At first, we thought perhaps she had us confused with someone else because of the compliments she shared and the cash tips given to our movers that day. It's even our understanding a job offer was extended by her to our workers. We are very sorry she has indicated she was not happy. We are forwarding the shipment documents for the move for Revdex.com files and review. We received a claim form from Ms *** and settled the claim on 4/8/19. Settlement included a 30 minute courtesy credit based on the hourly rate in addition to her claim for damage.After settling the claim, we received a charge-back for the credit card payment (from the other party). When we received the charge-back, we responded with documents so the bank could do their investigation and resolve the matter as they considered fair. We provided paperwork with signatures, just as we are providing for this complaint. The credit card charge was allowed after the investigation. When we received a review elsewhere, we responded on that site as well. We did over 6 hours of service and are confused as to how this would be considered a scam (as stated in the complaint). All rates and charges are based on our legally filed tariff (filed with ODOT). To be fair, the move was a bit complex. Besides payment from more than one party, when our team arrived to move as scheduled, things were not ready to move. Most boxes were partially packed or overstuffed and not sealed - we worked with the preparations and it did incur a longer service time because of it. We feel we did the best we could under the circumstances. We still wish her the best in the new residence and in all future endeavors. We realize moving can be a stressful time.
Attached you will find the Bill of Lading, , Customer Service Report, Transaction receipt, Claim Form received, and Claim Settlement

***SUPPORTING DOCUMENTS REDACTED BY Revdex.com

To Whom It May Concern,

Mr. is not a customer of Master Moving Companies- The complaint needs to be directed to the correct party, ***.

Thank you

We have reviewed the documents submitted. We are a service provider for ***. The shipment traveled under the authority of ***, as stated on all of the booking and billing paperwork. As a service provider for ***, we help with booking the shipment and service the actual on site labor, yet the shipment and its internal processes are the sole responsibility of the van line. These internal processes include dispatching, routing, billing, and claims. We appreciate and can understand the confusion of Mr.. This complaint should be refiled to the proper entity, ***, for proper response.

To Whom It May Concern,

On behalf of Master Movers, I am sorry to hear Mr. is not satisfied with the repair performed. Please note that we do strive for great customer service and wish to extend our apologies to Mr. for failing to meet our goal during his relocation. We did not receive any written notification on the Customer Service Survey performed at the end of the job, and that miscommunication got us started on a dismal path. There is no good excuse for delays, so again, I wish to humbly apologize to Mr.. The spackle was applied, but it sounds as if shrinkage made it disappear. Contractor supplied paint colors, added to the frustration. We repainted with the corrected color, once it was supplied. We would be happy to have a contractor contact Mr. for a professional outcome and are working toward the outcome immediately.

- Karen R

VP Master Movers Moving & Storage