Matt's Moving, LLC

Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ We have talked with Ms [redacted] and have explained to her that we were having problems with our process system that takes care of our payments, refunds etcand that we were doing our best to get it straightened out and that rest assured we will refund her money as soon as we get the system debuggedWe did in fact finally get the problem resolved and have refunded her money on August 7th at 11:32:amWe do our best to take care of our customers quickly and efficiently and to stay in contact with them explaining any issues we may have getting the situation resolvedThank you

Per the signed receipt of service (attached for reference), the [redacted] 's verified they had inspected the goods/premises, and the move was complete, noting one item of damage.After service, the [redacted] 's opened a claim stating the move was not complete, bathroom goods were left behind, and patio items were left in the garageMaking an exception to terms, we agreed to a non-revenue appointment to move items from garage to patio, in effort to provide exceptional service.This kind of exception is rare, and our accounting team overlooked the non-revenue note, and attempted to pull a deposit (as is process)This was identified and corrected immediately, however, the [redacted] 's were understandably upset, and cancelled the appointment.We explained the error, and offered to maintain the appointment, but the [redacted] 's declined stating they did not want our employees on-siteSupporting docs attachedAdditionally, we have forwarded docs that the [redacted] 's info has been provided to a repair contact, who is attempting to schedule repair.As a business, our obligation to the [redacted] 's is $per lb, per article for damage of items movedOur offer to dispatch movers to rearrange items, and to cover costs of repair, are non-obligatory offers made because we believe in taking care of customersPost service, the [redacted] 's noted the following damage: Ottoman bracket broken, 12qt Stockpot Broken, Suitcase soiled, Side of bed soiled, Receiver damage, Handrail Nick.The business is obligated to a reimbursement of approx $125.00, per the terms agreed toOur offer was reimbursement 6x the amount eligible, complimentary rearrangement of items, and costs of handrail repair covered in fullWe feel badly the [redacted] 's remain dissatisfied, however, our contractual obligations as a business have been exceeded far beyond what is reasonably owed, and as a result, we ask the Revdex.com close this complaint, in recognition of its lack of merit

Initial Business Response /* (1000, 5, 2015/08/11) */
We have talked with Ms*** and have explained to her that we were having problems with our process system that takes care of our payments, refunds etcand that we were doing our best to get it straightened out and that rest assured
we will refund her money as soon as we get the system debuggedWe did in fact finally get the problem resolved and have refunded her money on August 7th at 11:32:amWe do our best to take care of our customers quickly and efficiently and to stay in contact with them explaining any issues we may have getting the situation resolvedThank you

Initial Business Response /* (1000, 5, 2014/12/16) */
*** reached out to us at 11:a.mwondering if we could do a short notice move and help her ASAP because her moving company wasn't showing upThe moving company had quoted *** $to do the entire moveWhen she called us, we
told her numerous times that the move would not have a "Locked in Price" and as always, we would charge time-on-the-job as well as a one-time trip charge*** was not easy to get booked in through the phone as she was yelling at her mom and grandma while they were in line ordering foodShe told me on the phone she would be paying in cashOn all cash jobs we still take credit cards on file to ensure that worst case scenario, the money owed for our services is indeed available*** agreed and provided me with her credit cardOnce the job was complete, it took hours to load her storage and move her into her new placeThe total move should have costed 347.50, and as I told ***, we would be charging per min, at 1/of our hourly rate until the job is complete*** was still under the impression she was only paying $dollars so Matt the owner gave her a $dollar discount for the confusionShe did not have any money ready to pay once the movers had completed the job, they waited on site for min while ***'s relatives helped fund her moveShe then called into the office asking why we didn't use the card we had on file (She had said she was going to pay in cash) and was concerned that we were going to charge her card as well as take her cash, I assured her this would not happenShe asked for a receipt, so we emailed her the receipt once the movers made it back to the office*** did sign the Release of liability on her storage locker, stating that we would not be held responsible for damages, due to the fact that we did not load the goods into the storage unit initiallyAs far as the TV, we were told the TV was in its original box, and our movers/office team was never notified about the TV being broken after the move except through this review, this is the first time hearing about itRegardless, we tried to fit *** into our schedule with short notice on the day of, however it seemed due to her hectic day, our Hourly rates must not have made sense

Per the signed receipt of service (attached for reference), the ***'s verified they had inspected the goods/premises, and the move was complete, noting one item of damage.After service, the ***'s opened a claim stating the move was not complete, bathroom goods were left behind, and patio items were left in the garageMaking an exception to terms, we agreed to a non-revenue appointment to move items from garage to patio, in effort to provide exceptional service.This kind of exception is rare, and our accounting team overlooked the non-revenue note, and attempted to pull a deposit (as is process)This was identified and corrected immediately, however, the ***'s were understandably upset, and cancelled the appointment.We explained the error, and offered to maintain the appointment, but the ***'s declined stating they did not want our employees on-siteSupporting docs attachedAdditionally, we have forwarded docs that the ***'s info has been provided to a repair contact, who is attempting to schedule repair.As a business, our obligation to the ***'s is $per lb, per article for damage of items movedOur offer to dispatch movers to rearrange items, and to cover costs of repair, are non-obligatory offers made because we believe in taking care of customersPost service, the ***'s noted the following damage: Ottoman bracket broken, 12qt Stockpot Broken, Suitcase soiled, Side of bed soiled, Receiver damage, Handrail Nick.The business is obligated to a reimbursement of approx $125.00, per the terms agreed toOur offer was reimbursement 6x the amount eligible, complimentary rearrangement of items, and costs of handrail repair covered in fullWe feel badly the ***'s remain dissatisfied, however, our contractual obligations as a business have been exceeded far beyond what is reasonably owed, and as a result, we ask the Revdex.com close this complaint, in recognition of its lack of merit

Terrible Terrible Terrible Terrible would never call this company again and never advise, recommend their service to anyone!!! They intentionally broke my furniture by dropping a very heavy box on a wood frame table and refused to pay for it Then came up with we could weigh it and pay you by the poundBut they threw the shattered pieces away so the was nothing to weigh!!! Oops to bad Mr***
THUMBS DOWN!!!!

I have had the arduous task of moving twice in the past two years, and both times we used the services of Matt's Moving IncIn my most recent move of October 9, we contacted Matt' Moving on short noticetwo individuals came to our office to assess the moveI met with *** and ***, We had dealt with *** on the first move, and he immediately took control of the situation and told us what we should be doing to make the move easier and more cost-effective for my new stafirm*** was not only professional, but hard working and accomplished the move in a very short amount of timeBoth *** and *** went out of their way to make sure that me and my staff's needs were accommodatedBoth *** and *** were extremely kind throughout the move from one office to anotherThey did not disrupt the flow of the previous location and made our transition that much easier during a very difficult time
I wanted to highlight this information because they were both excellent workers and should deserve some praise for taking the extra step to satisfy the customer and they did just thatI am frequently asked who I have used for moving companies and what I think of their workI will most definitely recommend Matt;s Moving based on my interaction with ***and ***

I've used Matt's Movers twice now - both for moving in to my apartment last year and moving out of the apartment a few days ago Both experiences have been exceptional The movers were the most professional I've ever met - there were a lot of issues that held them up during the move-out and they handled all of them calmly and with a positive attitude Beyond that, they are incredibly skilled at packing - they moved by belongings into a POD and I don't think there was one empty square inch left in it! Unfortunately, I'm moving out of state, so I probably won't be able to use Matt's for a while, but should I ever find myself back in Minnesota or need to recommend movers to anyone, Matt's is at the top of the list!

This company is the ONLY one that you should useWe have used them twice nowNothing but pure professionalismThey are worth every penny, but don't worry, because they are the most affordable moving company that I have found in the Twin CitiesIf you need to move, Call Matt's and let them take care of you

Initial Business Response /* (1000, 8, 2016/01/05) */
First off, this is the 1st time we have heard anything about these issues by the customer
The job started at 10:am on the morning of July 24, and the crew arrived at 9:am(it does state in our confirmation emails that we
have an arrival window of minutes prior and after the actual start time)The move was done at 2:pm for a total time of hours
The customer states that there was an hours of idle time which is not true, that would mean that we loaded her items in hours drove between the properties which according to Google Maps takes without traffic about minutes but during that time of day it probably took more like 15-minutes and unloaded in hours and but taking in consideration the drive time we are now looking at we supposedly loaded her belongings in hours and unloaded in hours which we feel is not possible
I do also want to mention that she signed off on the start time and the end time and there was nothing written on the bill of lading that she had concerns with any downtime or with the services we providedThere was no communication either that we have record of from her either until now
Why would the customer wait months to file a complaint??? Why didn't she call and have a discussion with either me Chris or Matt the owner about her concernsWe feel we did a good job and took care of her items very well and did not overcharge for those services
She is free to contact us at
***
Thank you!!
Initial Consumer Rebuttal /* (2000, 15, 2016/01/20) */
I contacted the company and worked with Chris directlyWe discussed both sides of the issueWe were able to come to an agreement on an acceptable resolutionThank you

Initial Business Response /* (1000, 5, 2015/08/11) */
We have talked with Ms*** and have explained to her that we were having problems with our process system that takes care of our payments, refunds etcand that we were doing our best to get it straightened out and that rest assured we
will refund her money as soon as we get the system debuggedWe did in fact finally get the problem resolved and have refunded her money on August 7th at 11:32:amWe do our best to take care of our customers quickly and efficiently and to stay in contact with them explaining any issues we may have getting the situation resolvedThank you

I would recommend Matt's Movers to anyone moving in the MinneapolPaul area Their crew was fast, efficient, friendly and they did not break or lose anything The pricing was fair, especially given the level of service

I'd caution anyone from providing this company with any credit card information until you have confirmed pricing and a move scheduleI was planning to use this service but ended up pushing my move datesI called the office to cancel a scheduled move about a week outI was assured the move was cancelled and my credit card info would be discardedLooks like today Matt's Moving debited $from my credit card anywayNow I have to jump through hoops to get my money back because someone in the office is incompetentDefinitely going to look elsewhere for a moving service and I hope they release the funds they stole from me immediately

I am rejecting this response because: When our woodwork is repaired and the two items are moved to the deck from the garage, we will accept the settlementWe have an appointment for the woodwork repair for next weekWe need someone to come out and move the patio table base and two propane tanksThen the complaint can be dismissed

We are sincerely sorry for any disappointment surrounding service, and are surprised to see third party arbitration initiated, as we have satisfied all requirements outlined by the ***'s to achieve satisfactory resolution of their concerns. The ***'s have received reimbursement far above
and beyond the applicable coverage selected for their move, in effort to provide superior serviceWe have attached receipt of *** *** confirming the accepted reimbursement amount, as well as the return of this amount on 4/15/18.In addition, we have provided itemized receipts of service (which have been attached for reference, as well as the receipts of these being sent after service)Finally, we have provided the ***'s information to our repair contact to address damage done to a handrail, and have instructed our contact to bill Matt's Moving directly for this repair.Matt's Moving does collect payment from credit cards twice per moveOnce for a pre-move deposit, and then again for any remaining balance due after serviceThis billing methodology is disclosed on the phone at the time of booking, as well as is reiterated in the confirmation email we ask customers to review prior to service (which has been attached for reference)Since this wash a day move, they were billed times. While we feel badly the ***'s are disappointed, we request closure of this claim, as a result of the business going above and beyond its obligations to satisfactory resolve this claim, as well as a result of the business providing clear and sufficient evidence that the ***'s concerns were addressed, in the manner they requested, well beyond the terms contractually agreed upon, as is outlined in the confirmation email they received prior to service, as well as the terms they signed off on move day

We recently moved in October and had Matt's Movers twice, first trip just to move heavy furniture and second trip for the rest of our belongings I was very satisfied with the professional job that they did and not one thing was broken or damaged They were really easy to work with as far as scheduling and arrived on time and worked extremely fast and efficiently I would not hesitate to recommend Matt's Movers to anyone looking for a reliable moving company with reasonable pricing

Initial Business Response /* (1000, 8, 2016/01/05) */
First off, this is the 1st time we have heard anything about these issues by the customer
The job started at 10:am on the morning of July 24, and the crew arrived at 9:am(it does state in our confirmation emails that we have an
arrival window of minutes prior and after the actual start time)The move was done at 2:pm for a total time of hours
The customer states that there was an hours of idle time which is not true, that would mean that we loaded her items in hours drove between the properties which according to Google Maps takes without traffic about minutes but during that time of day it probably took more like 15-minutes and unloaded in hours and but taking in consideration the drive time we are now looking at we supposedly loaded her belongings in hours and unloaded in hours which we feel is not possible
I do also want to mention that she signed off on the start time and the end time and there was nothing written on the bill of lading that she had concerns with any downtime or with the services we providedThere was no communication either that we have record of from her either until now
Why would the customer wait months to file a complaint??? Why didn't she call and have a discussion with either me Chris or Matt the owner about her concernsWe feel we did a good job and took care of her items very well and did not overcharge for those services
She is free to contact us at
***
Thank you!!
Initial Consumer Rebuttal /* (2000, 15, 2016/01/20) */
I contacted the company and worked with Chris directlyWe discussed both sides of the issueWe were able to come to an agreement on an acceptable resolutionThank you