Monster Movers

Initial Business Response /* (1000, 5, 2015/04/20) */
Our records show that on August 18th, we came out and repaired the damages to the doorThe building manager had given us the "okay"So therfore we were under the impression that the issue had been resolvedUntil the complaint had been
made we were unaware that there we further issues with the doorWe found out the the email that the customer had been given was incorrectWe now understand that the door did not pass H.O.Ainspection and have spoken with the building manager and are arranging a date to do the repairs neededWe apologize for the misunderstanding
Thank you,
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Monster Movers
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Many items were damaged due to negligence on the part of Monster Movers, who in turn claimed they would "work with me" for compensation and didn't. I hired Monster Movers to move my home items into storage for a few months and then to move them to my new home. First, they did not list several of my items on the inventory (hard to recognize when looking at a list of many things what may be missing). Second, they brought items that did not belong to me to my new home and did not bring several of my items. When I inquired as to how this happens when I paid for a storage area, I received no answer. Thirdly, the [redacted] ([redacted]) assured me he would work with me to get my missing items to me and for compensation of the many damaged items I got back. Scratched furniture, feet broken off a love seat, handles broken off and missing from furniture, a broken book shelf, smashed kitchen items (that had been clearly marked fragile), a broken off grill ignition button, scratched dryer, chipped wooden items and so on and so on. They also smashed a light moving a rug into my basement. After filing a claim with the insurance company, the amount I would receive would be not even 1/4 of the damage. [redacted] continually blamed me for everything and anything under the sun, and once again assured me he would right the situation. Since then, nothing. Doesn't respond to emails, doesn't answer questions such as "how did I receive someone else's items and not all of mine when I rented a storage area" which seems awfully shady to me. Additionally, once I did not receive all the items that I had listed and sent back to Monster, I put a stop payment on the check - they in turn took the money from the credit card I used for the DEPOSIT only, when they had no authorization to do so. The entire thing seems shady, fishy, and unprofessional. I had to take time from my job to deal with these clowns, and now I need to pay to replace items that were in perfectly fine condition before these MONSTERS moved them.Desired SettlementAdditional compensation for damaged items as promised by shady, lying[redacted]Business' Initial Response Hello,We did move [redacted] into our storage facility. We followed all regulations for her move providing her with an inventory and options to pay for full replacement value coverage which she declined and signed. [redacted]'s items were protected with shrink wrap on upholstered items and moving pads on wooden items. There were several oversized items in her shipment that were placed in a separate storage container which included a grill in which we don't normally store with other household goods because of (smell, hazard). Monster Movers accepts responsibility for bringing her a few items that were not hers at the delivery. It was an honest mistake we had colored inventory stickers and there was another customer with the exact same color and the crew members grabbed that customers oversized items by mistake as well. These were the first things off of the truck and the customer, for lack of better words, completely freaked out. She made an honest mistake into a huge deal making the crew members feel awful. [redacted] The crew members, as men, had to take her abuse for three hours while they offloaded and held their tongues. Needless to say, the offload did not go well because of her constant complaining and disrespecting the crew. Very little of what the customer states was actually damaged. When she originally told us the items that were damaged we promptly called our insurance agent who determined that the amount we owe here is $187.00. We are very sorry that [redacted] thought her move was unprofessional. We did offer to work with her but she threatened us about posting reviews and on facebook. She did post a review on a review site after she said she did not. At this time we are not willing to give her any more monies that what is legally owed because of the reviews and her neglect to work with us. Consumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.)As usual, this company insists on lying and being dishonest and deceitful. There was no name-calling to the movers, in fact, after they broke a light in my basement and he offered to clean it up I said "no I'll get it". I sat down with one of the movers and wrote out a list of items that were not brought back and others that were damaged. I have many pictures to prove the damage to the many items that they damaged. I watched the mover unwrap two wooden items that were stacked on top of one another with nothing in between. I have pictures of the smashed hard plastic box that contained the glass items that broke and were clearly marked "fragile". In short, they had to work hard to do as much damage as they did. I have many friends who have been horrified when they come to my new home and see the damage - these are people that saw the items before the move and the condition they had been in. The [redacted], [redacted], tried to blame me and psycho-analyze me throughout the process and was very difficult to work with. I put up one negative review but took it down once he begged me to. I put it back up after the nonsense with taking the charges off my card after being unauthorized to do so. What he considers an "honest mistake" is in actuality negligence and quite frankly, incompetence. There was no mention of facebook until this past week when they yet again failed to respond to the inquiry of how did my items get mixed up with someone else's. So he keeps back pedaling and trying to put it all on me (again), which is laughable. His company messed up. All he needed to do was throw a few hundered dollars my way to help with replacing things that were damaged and instead he keeps lying and being dishonest. They won't be in business long if this is the way he operates. Many friends and colleagues through word of mouth already know what kind of company this is.Once again, there was no problem with the unloading, the idea that anyone was called [redacted] is laughable and you would think he would have brought that up months ago in communicating with me, but now that he's under fire he continues to lie and make things up. I won't stand for it.Business' Final Response The [redacted] is not writing this. I handle all claims, my name is [redacted] cell XXX-XXX-XXXX. I gathered all information from the parties about this move and presented it. I did read the emails and found that it was very hard to work with you. The customer was offered full replacement value coverage at the time of the load, which she denied. We are responsible for $187.00. We offered her more initially but she denied all attempts. Although the customer has already said bad things about us as well as written poor reviews, we are willing to settle on $250 which is over $60 more than we are responsible for, in good faith because we are a good moving company that does the right thing even in adverse situations.

Monster Movers provided inferior service. Many valuable items are damaged. I was grossly overcharged by $800+ dollars. I was forced to pay $1300 cash.Monster Movers provided grossly inferior service and overcharged me by at least $800. Their moving estimate was under $400. In addition, there are damaged and missing items.The three men movers were smoking pot while working and taking many breaks. Boxed and labeled items were delivered to wrong places, ie boxes labled "kitchen" were placed in bedroom closets. Boxed clothes labeled "kids bedroom" were placed in the kitchen.Many valuable items were destroyed or damaged: two antique wooden dressers have deep scratches. One is missing antique handles. The wooden armoire has scrathes and is missing hardware. MY SLR digital CAMERA IS MISSING. It was on the steps set aside. To replace this camera: $ 950.The company [redacted]? [redacted] came on location after I complained re pot smoking and lack of productivity. Rather than addressing the workers he yelled at me and forced me to pay over $1300 in cash BEFORE THE MOVE WAS COMPLETED. If I didn't I was not going to get my stuff. He also charged me for extras, such as packing services and boxes that the movers never did or used. Not one single box. While I had to leave to go to the bank to get the cash, the three movers and manager were left on their own. That's when they moved things in wrong places and covered up damages.The company overcharged me by more than $800 and caused hundreds more in damages. I would like to get a refund. I am disabled, over 60 yrs old and raising 2 seven year olds on my social security.Please help.Desired SettlementI would like to get(1)a refund of what I was overcharged;(2)have damages repaired;and (3) get a replacement for missing SLR digital camera.Thank you.Business Response Hello, this sounds like you have the wrong Monster Movers. We did not move anyone with this name and it is not how we handle our business. There was a monster movers in ct using our name for business. Please provide a bill of lading for reviewConsumer Response On Mon, Apr 14, 2014 at 4:05 PM, [redacted] wrote:

Monster Movers Inc. OVERCHARGED my husband and I on our cross country move. In the original quote, we were told by their representative that individual line items could go down but not be increased. The labor originally was quoted $ 1152.00, however final bill we were charged $1692.00 an increase of $540.00.We have tried to have them refund the overcharge of $540.00 and they will not listen and refund the monies.Product_Or_Service: Cross country household moveAccount_Number: Ref. # XXXXXXXDesired SettlementWe want a cashier/bank check for $540.00.Business Response Hello, thank you for your email. Monster Movers provided the [redacted] family with an in-home estimate on [redacted] We. Did an estimate based on a pack job and a long distance move to California. The labor for the job was estimated because it is hard to tell exactly how long things will take to pack -especially for such a large house. The customer was told her estimate would not increase by more than 10% which is the law. We spent a little extra time packing her belongings to ensure that there was not any Damage whatsoever on her move. Ms. [redacted] moved over 15,000 lbs s) to California and not one piece was damaged. Her move total increased by approximately 3% which is well within the 10% by law. And quite frankly a small price compared to damage that may have occurred to her goods. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)WE DO NOT ACCEPT. Monster Movers representative gave us a quote to move a 4 1/2 room apartment & woodworking materials in basement. NOT A LARGE HOUSE. It was stated the price could only go down on any estimated item NOTHING would go up. Representative over estimated on items. The representative also estimated 2 day packing of apartment & 1 day packing of the truck. As it actually was only 1 day packing apartment & 1 day packing truck next day leave to California. There was NO mention of any 10% increase - there was to be NO INCREASE. They DID NOT spend extra time to ensure there wouldn't be any damage. They did their job and packed the household goods. There was a few items broken or scraped however not enough to get involved in an insurance battle.Bottom line - we were OVERCHARGED for labor by $540. and it was LESS TIME then estimated. We want a $540. refund in a cashier check/bank check.Final Business Response Hello, Thank you for your response.Again, the packing of the move was based on an hourly rate. The customers had well over a hundred boxes/bins/etc that needed to be packed as well as many specialty items that required additional packing. The prices were based on an hourly rate plus a discounted materials fee. We sent additional movers and they worked longer hours to get the packing done in one full day instead of less men in two shorter days at the customers request. The "4.5 room apartment" (which was actually over 2,000 sq feet with a full, packed finished basement) had over 15,000 lbs of items being moved which is typical of a 3,000 sq foot 4 bedroom colonial. The apartment was extremely cluttered and it was very hard for us to estimate exactly how long the packing would take. Please note, all customers are given a AMSA - American Moving and Storage Association Rights and Responsibilities booklet which can be downloaded on our websitehttp://www.mymonstermovers.com/monster-long-distance-moves.nxgIn good faith, we would like to offer $150 to the [redacted]'s who were obviously unsatisfied with us moving their 15,000+ lbs to California without any damage "worth noting." The [redacted]'s did purchase additional coverage which covers ANY damage 100% so if there were things that were, in fact, broken, we are 100% responsible. I find it odd that they are complaining about our packing fees yet haven't submitted any damage claims in which they were covered, especially since " items broken and scraped." Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)We DO NOT accept their offer. We want the FULL amount OVERCHARGED of $540.00 in a cashiers check/bank check. We are MAILING ALL documents related to this situation- including notes and questions to and from their representative that we had a (GRR) GURANTEED RATE REDUCTION - to Revdex.com and copies to the office of the Attorney General of Massachusetts.

Monster Movers broke 3 antique pieces of furniture, 1 antique lamp, one picture frame glass, and marred an oil painting. I would like items repaired.Monster Movers moved me from Washington DC to Cambridge MA. During the course of the move, 6 items were damaged: an arm of a chair, legs on a drop leaf table, finial on a hanging bookcase, glass lamp, glass picture frame, oil painting. They offered me [redacted] for the damage of 60 cents per pound from their insurance company. I have no idea what the cost of repairing these items is and so have asked them instead to arrange for the items to be repaired. I have suggested a furniture repair company and would accept a repair company suggested by Monster Movers. Four of the broken items are family antiques; they are not worth so much money, but they are very dear to me.Desired SettlementI would like the six damaged pieces listed above to be repaired.Business Response Hello,[redacted] was presented with a Rights and Responsibilities packet prior to her move via our website. We outline coverage options before the move and at the pick-up. The customer stated she "had insurance for all of her valuable items" and she did not want to pay the additional money for full replacement value coverage. At the delivery, all of the items were accounted for without damage. After the move, [redacted] contacted us and said her coffee table was broken and an chair arm had fallen off ( we noted the damaged chair in the original inventory as well as all other damaged furniture.)We attempted to have a representative come to [redacted]'s apartment on [redacted] in which customer replied "why are you coming by?" We gave [redacted] two options:1. Go through our third party insurance claim company which she did not agree to do until approximately two weeks ago.2. Accept a settlement of [redacted] in which we actually were only liable for less than $100 ( we said we would also repair the glass to the coffee table). We had a signed inventory that stated the coffee table had arrived without damage. However, [redacted] was very adamant that the glass was damaged during the move - not sure how we missed that...At this time, she is working with our third party coverage provider Hanover. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I do not accept this response. 1. This statement is not true: "At the delivery, all of the items were accounted for without damage." The three movers on site saw the damage to my chair, my table (the legs had fallen off) and bookcase (finial knocked off). I emailed pictures of the damage four days later to management; in one of the pictures, one of the movers is actually holding the broken finial.2. This statement is not true: "[redacted] contacted us and said her coffee table was broken..." I don't know if they broke my glass coffee table or not; what I informed them of is that it has not been delivered to me.3. This statement is severely misleading: "We had a signed inventory that stated the coffee table had arrived without damage. However, [redacted] was very adamant that the glass was damaged during the move - not sure how we missed that..." Again, I don't know if the glass was broken; I do however know it is missing. Monster Movers has no evidence that they delivered all of my items (in fact several of my belonging have not been delivered: a framed collage, a step ladder, three pieces of elfa shelving, and the coffee table top). I, on the other hand, have evidence that those items were not delivered they were packed, they were picked up, but they are not in my apartment. When Monster Movers picks up, they number all the pieces. When Monster Movers delivers - unlike most professional movers they do not check the items off versus the inventory. When I said I didn't want to sign a paper that indicated all had been delivered - when they had actually not checked the items versus the inventory when they unloaded them the head mover got very agitated and called [redacted], the owner of the company. I spoke with [redacted], who told me that it is true that Monster Movers does not check items against the inventory upon delivery. However, he said I had 30 days to report anything missing. I reported the missing tabletop in writing 6 days after my move, the elfa shelving 19 days after my move, the framed collage 37 days after my move, and the step ladder 38 days after my move.In response to my notifying them of the last two missing items, Monster Movers merely reiterated "everything that we moved for you was delivered to your apartment." Again, they cannot prove this. Furthermore, they have not indicated to me that they have searched for the missing items. The one thing I really want back is the framed collage.4. This statement is not true: "At this time, she is working with our third party coverage provider Hanover." As of today, I have had no contact with their coverage provider despite the fact that the move took place over 5 weeks ago.I signed a contract with Monster Movers. I did not sign up for extra insurance coverage. I signed a document accepting delivery of all my items - even though I pointed out to the company that I could not possibly know this and that they couldn't possibly know this. The owner agreed that was the case, but pointed out the recourse I would have if, during unpacking, I discovered things that were missing. That recourse now appears to be no recourse at all.I had no idea - and no reason to imagine - that I would experience so much damage and loss in this move. I have asked Monster Movers to repair the damaged items and to look for the lost items. I don't know if they have looked for the lost items; they have refused to repair the damaged items. My request is for fair and reasonable customer service, no more.Had Monster Movers ever apologized for all the damage and loss and/or offered to fix/find even some of it, I never would have contacted the Revdex.com. This issue would have be resolved long ago. Almost everything damaged/lost had family/sentimental value to me. Monster Movers response since day one has been to reject responsibility and to, bizarrely, blame me. I have asked several times to be contacted by the owners, to work things out directly with them. I have not heard from them. I have not heard from the insurance agents. I think those two things speak volumes about the company.Final Business Response I am sorry that [redacted] feels that we have treated her unfairly. There have been numerous mistruths throughout the entire transaction that [redacted] has told us. Originally, we asked [redacted] to fill out an inventory so we could determine her weight. At this time, we suggested having someone come over for an in-home estimate which she refused. She did fill out the online inventory which was incomplete. When the movers arrived, we realized there were additional items and informed her that we would take a weight of the truck which is legally what we must do if an inventory has change. Our crew did not bring wood to crate her chair because there weren't any antiques noted on the inventory. She insisted it was antique and our crew gave her two options:1. We could do the best we could with shrink wrap and pads. The chair, as noted on the inventory, was coming apart because of age and wear. This chair did not have great value monetarily but it was important to [redacted] so we suggested a crate2. We could go to our office and retrieve the correct materials to do the crate. [redacted] was told she wouldn't be charged for any traveling time but she would be charged approximately $80 for the crate. She refused the additional $80 for the crate.At the time of the load [redacted] was presented with an option for coverage. We explained the options:1. $.60/lb/article coverage which is included in the move without an additional fee2. additional full replacement coverage which would be an additional $240. She refused full replacement coverage and signed for the free coverage.During the move, she kept hounding the movers and making them call her Dr. and said statements like "do you know who I am, I used to do marketing for various Fortune 500 Companies, and the like. The movers were extremely polite and could sense the move was causing a lot of stress. The entire move, in emails and conversations, [redacted] has degraded every single person that has had contact with her. Some of the names called have been "it," "fool," "liar." Our crew completely inventoried her entire shipment ( I would be happy to provide these to the Revdex.com)Our driver then weighed her truck after the load and she was given the actual weight and the total. The truck arrived in Massachusetts two days later and [redacted] told us she would provide payment for the move at that time. WE called her several times that day. The customer did not call back. We called her on [redacted] We did not hear from [redacted] until she was ready to accept her shipment and she called with a date [redacted] We did not charge any late fees, etc and sent her a [redacted] which she claimed she did not receive. We emailed it [redacted] told us on [redacted] that she would send us a check for the long distance portion of the move which was due on [redacted] She never did. We requested payment but she said she "sent it" multiple times. On the day that she requested her move from our warehouse to [redacted] she called and told us that the new company she was working for was going to pay for the move. She said that they already sent a check and we were supposed to get it "that day." We actually took her word for it ( but were skeptical) and loaded her items into the truck while we waited for the mail. At noon, the mail came - the check from her new company was not there. She insisted they sent the check already. This raised a red flag and we told her we would kindly call the employer and see if the check was sent or if we could pick it up. She said forget it and went into a rage on the phone with our [redacted] Our policy is that customers must pay for long distance moves with a cashiers check or cash UNLESS a credit card is provided at the pick-up and delivery. [redacted] told us she didn't have the cash or any money in her account and she wanted us to take a credit card. At the risk of her being unhappy, we decided to honor her credit card. FYI, the check from her employer never did come...At the offload, she was extremely rude to the crew. The elevator was broken at her apartment complex and the crew was not prepared to bring her 5000 lb shipment up three flights of stairs. They did not complain to [redacted], but they did say " oh man " and made a joke in which case [redacted] called them lazy to the handyman on site. [redacted] did not know one of the movers heard her say that - he overheard it. FYI - Most movers would've charged [redacted] a stair fee and long haul fee - we didn't. The crew checked off every item on the inventory as it went into her condo.After everything, [redacted] complained that her antique chair was damaged. The damage to the arm was noted on the inventory. Granted in a picture one part of the arm was dislodged but it was easily put back into place the same way it went in at the pick upREgarding Annes claim about not hearing from our coverage provider. She most certainly has - I can provide a claim reference number, person that is covering her claim and phone number.Multiple times, we have offered to go to Annes condo and help her find items and/or view the damage. She has refused. We offered to come by and measure the glass to replace the one that she states was broken/missing.We offered [redacted] over twice the amount that we are liable for and she has refused.[redacted] has sent harassing emails to us as well as called and written reviews to all sites which are not truthful. Again we are very sorry and have offered [redacted] $275 in which we are liable for less than half of that. [redacted] has straight out said to us " I [redacted] put up bad reviews unless you pay me." This is why review sites such as yelp, Revdex.com, etc don't work well. It's time to have an actual site that really mediates situations such as this and can go through call logs/emails/paperwork. Sometimes great companies get harassed and bribed by consumers when the consumers themselves won't take responsibility for their own actions. We have asked [redacted] so many times what she actually "wants" or thinks is "fair" and she doesn't have an answer.

Monster Movers moved me week ago - during the move many items were broken, furniture not put back together etcHowever, the largest complaint is about a near brawl that occurred in the driveway of my new homeof the movers were nose to nose, one threatening to [redacted] the other, they went at this for minutes, yelling, swearing, poking each other, threatening each otherI had to step in between them (I am a 5'1" woman)I contacted Monster movers via email, and tried to call them but got no response after multiple triesI am requesting a partial refund for the experienceI was in fear for my safety not to mention had many things brokenThey did not respond to my requests so I am contacting the Revdex.com.Desired SettlementI was charged $2,for the move - a large tv was broken off it's stand, a desk was broken, pieces were missing from a mirror, dining room table legs will not tighten and are not stable, support on bed was broken offI would like a refund of at least $for the damages and trauma for having to witness and be in the middle of a near fist fight.Business Response Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@msn.comHello, I am sorry that Ms[redacted] had damages on her moveOur damage procedure is this:Within days we need a complete list of damages as per the bill of lading in writing preferably emailed to us at [redacted]@msn.com We also need a copy of the bill of lading which can be e-mailed as wellWe will need approximately business days to go over the claim and determine whether or not we will be paying the claim or sending a third party adjuster to assess the damagesThis is the FIRST time we have heard of any damages that have happened during this moveDamages are handled as a priority in our office.Regarding Anne's other issue about the disagreement the movers had - I spoke to the movers and they explained it a little differentlyThe movers are 6'4'' "strong men" their energy is surely strong and testosterone-filledI understand because I am a smaller woman and I have to dispatch them frequentlyIt is an energy that does startle some people and I am sorry that she was not used to itConsumer Response (The consumer indicated he/she DID NOT accept the response from the business.)It is not that I "do not" accept the response, I am waiting the approximately business days they stated for them to respond to my direct complaint to themI do not wish to close out this case until I have heard back from themI emailed them Monday with all that they requested but have heard nothing from them in returnI will wait a few more daysFinal Business Response I am sorry that Ms[redacted] did not have a positive experience with Monster MoversSome of our crew members are a bit intimidating at over six feet - but they are movers not ballerinasWe have regular meetings and use all of this feedback to help our crew members provide great experience movingRegarding the monetary claim - We have asked repeatedly for a list of damaged items and have not received anyThe crew states there was no damage on the move and the bill of lading was signed by Ms[redacted] stating there was no damageWe are happy to set up Ms[redacted] with our claims company but need an actual list of damagesThere was not a "near fist fight" in her driveway - one of the head movers was telling another mover to be safe with a large piece of furnitureI understand Ms[redacted] was "traumatized" by the crew expressing a stressful situation and we would like to offer $for the inconvenience.Suggested Next Step: Ms[redacted] says she has sent a list of damages - we have never received this - maybe she can send it to the Revdex.com and then the Revdex.com can send to us since we have not received it.Final Consumer Response Apparently Monster Movers has forgotten that they already gave me monetary compensation [redacted] back in the fall of I DID send them a list of broken items in my initial complaint and then subsequently more times and have all of the emails to prove itIt is all well over and done withThe use of so many air quotes is rather annoying, and they are still being dishonest about what happenedI DID step in between two movers who were having a shouting match in my new driveway, one DID follow the other around the truck calling him a racist, it WASN'T over a piece of furniture, it was over the fact that he left to get a drinkUntil they are willing to be honest (and why would the actual movers involved want to be honest, as it makes them look bad?)They can air quote all they want and imply that I misrepresented or exaggerated the factsI signed the bill of lading as it was 10:at night, and I wanted the day to END! It was the next day when we discovered many of the broken itemsNonetheless, I got what they considered fair compensation, I accepted it and I have moved on (literally - and I did not use Monster Movers...) I will never give them a good review if askedI understand they want this moved to the "resolved" pileIf they feel that sending me another $resolve it, I will accept and it can be considered resolvedIf they had been proactive in the first place and not ignored my calls and emails, this never would have had to come to thisIf they choose to send me a check, I have a new address, however, I really don't want to give it out to themIs there a way for it to go through the Revdex.com?Sincerely,[redacted]

Monster Movers provided inferior service. Many valuable items are damaged. I was grossly overcharged by $800+ dollars. I was forced to pay $1300 cash.Monster Movers provided grossly inferior service and overcharged me by at least $800. Their moving estimate was under $400. In addition, there are damaged and missing items.The three men movers were smoking pot while working and taking many breaks. Boxed and labeled items were delivered to wrong places, ie boxes labled "kitchen" were placed in bedroom closets. Boxed clothes labeled "kids bedroom" were placed in the kitchen.Many valuable items were destroyed or damaged: two antique wooden dressers have deep scratches. One is missing antique handles. The wooden armoire has scrathes and is missing hardware. MY SLR digital CAMERA IS MISSING. It was on the steps set aside. To replace this camera: $ 950.The company [redacted]? [redacted] came on location after I complained re pot smoking and lack of productivity. Rather than addressing the workers he yelled at me and forced me to pay over $1300 in cash BEFORE THE MOVE WAS COMPLETED. If I didn't I was not going to get my stuff. He also charged me for extras, such as packing services and boxes that the movers never did or used. Not one single box. While I had to leave to go to the bank to get the cash, the three movers and manager were left on their own. That's when they moved things in wrong places and covered up damages.The company overcharged me by more than $800 and caused hundreds more in damages. I would like to get a refund. I am disabled, over 60 yrs old and raising 2 seven year olds on my social security.Please help.Desired SettlementI would like to get(1)a refund of what I was overcharged;(2)have damages repaired;and (3) get a replacement for missing SLR digital camera.Thank you.Business Response Hello, this sounds like you have the wrong Monster Movers. We did not move anyone with this name and it is not how we handle our business. There was a monster movers in ct using our name for business. Please provide a bill of lading for reviewConsumer Response On Mon, Apr 14, 2014 at 4:05 PM, [redacted] wrote:

The Monster Movers accidentally damaged the hard wood floors in MA. Monster Movers did not move my hot tub from MA to FL as contracted. US DOT Number XXXXXXXMC# XXXXXXProblem #1 My possessions were packed up and moved by Monster Movers on Thursday [redacted] at which time a gouge was made to the floor during the course of the move. I spoke with the lead mover about this and he said he was aware of what happened and informed me that another mover "fell down the stairs" (which I do believe was an accident) while carrying my safe which then caused the gouge in the hardwood floor. I attempted several times to resolve the matter by speaking with [redacted] on the phone and by email. She did not respond to my emails but did inform me by phone (when I was able to reach her after blocking my phone number) that she would contact me about when someone would be assessing the damage at the house in MA but she did not contact me. Problem #2 Ms. [redacted] assured me prior to my move that Monster Movers had experience moving as hot tubs and could transport my hot tub from MA to Florida. A large reason for choosing Monster Movers was because Ms. [redacted] assured me they could move the hot tub and that it was actually much smaller than other hot tubs they have moved. The hot tub was scheduled to be picked up on the same day as my other belongings on Thursday [redacted] However because of the ice in the back yard Ms. [redacted] said the hot tub could not be moved on that day and would have to wait until the ice melted. The conditions outside were essentially the same when she inventoried my property on [redacted] as on the day of the move, [redacted] however I said I did not want anyone to get injured. She did assure me the hot tub would be moved as soon as the ice melted. Ms. [redacted] also stated on [redacted] that I had several additional boxes than what we reviewed when she inventoried my property at the home in MA and I would have to pay $500.00 more if I wanted to have the hot tub moved from MA to FL. She also said the weight of my belongings was much higher than the weight she calculated (I did inform her when she did the inventory that I have several very heavy pieces of furniture and other items). I explained to Ms. [redacted] that I believe she accidentally miscalculated the weight and that I did not add anything more to the move than what I went over with her at the time she did the inventory. I did not tell her how many boxes I would be bringing but did point out all of the items I planned on putting in boxes. She also literally screamed at me and called me "a liar". We agreed to disagree when we spoke again on Monday [redacted] while the movers were at my home in FL waiting to unload my property and she suggested we split the cost in which I would pay an additional $250.00 to have the hot tub moved from MA to Florida. Unfortunately, this was the only solution to the problem because she informed me my property would not be unloaded off the truck unless I paid in full even though the hot tub was not moved as originally contracted. I expressed my serious concerns to Ms. [redacted] and [redacted] about the hot tub being left outside in the cold weather because I had an electrician disconnect the electrical wires on [redacted] XX XXXX and I drained the hot water on the day of the move in preparation for it to be picked up along with my other possessions on March 27th. I sent a certified letter to Ms. [redacted] dated [redacted] The post office informed me they left two notices, one on [redacted] XX XXXX and another on [redacted] XX XXXX however she failed to pick up the letter which required signature confirmation. I spoke with Mr. [redacted] after the first notice was left and he informed he was aware there was a notice from the post office and that he had not picked it up but that he intended to do so. I again attempted to rectify the problem during that conversation and he said he would get back to me that day about both of my issues but he did not contact me.Company website states Revdex.com accredited but they are not. Did not give me rights & respon. booklet.Desired SettlementI would like the owner of the home in Massachusetts to be reimbursed the amount incurred to fix the floors. He will be obtaining an estimate. He has not obtained the estimate because we trusted that Monster Movers would send someone over to assess the damage as originally stated.I would like my hot tub to be delivered as originally contracted without paying any additional fees. I want to be sure the hot tub is in proper working order as it was the day prior to my move. However, because the hot tub was disconnected the day before my move and left outside during freezing cold temperatures because Monster Movers did not move it I do not know if there is any damage. My electrician can attest to the fact that the hot tub was working properly on [redacted] at which time he disconnected the electrical in preparation for my move the following day. In addition, [redacted] and several of the movers picked up the hot tub and turned it on its side when they were deciding what to do with it on the day of my move. I hope they did not cause any damage in doing so.Business Response I emailed over my response because I could not get the form to work, here it is:Ms. [redacted] scheduled an in-home estimate on 3/18. [redacted] came to record the inventory and provide a guaranteed moving quote based on what Ms. [redacted] was moving. Upon arriving Ms. [redacted] stated she and her significant other were splitting ways so it was very important to get an accurate inventory so as to not confuse items. When going through the house, room by room, [redacted] recorded all of the items that were Ms. [redacted] was going to take from the house. [redacted] was there for over an hour getting the exact items. The original inventory called for 42 boxes which Ms. [redacted] said she was taking. There was also a hot tub on the inventory.On the day before Ms. [redacted]'s move we had horrible weather in which all of the rain turned her yard into a thick sheet of 2 inch ice. The hot tub was on a deck with stairs that was also covered completely with a thick sheet of ice and had to be carried approximately 200 yards around the house on ice to the driveway. On the day of the move, the crew arrived and packed all of Ms. [redacted]'s items in the truck and took a complete inventory. When the crew arrived at the job, the drive, walk, etc. were covered in ice/snow and completely uncleared. The house was in complete disarray and one of our movers tripped on a dog toy going down the stairs and slid with Ms. [redacted]'s safe (that was originally "not going" with the shipment). As the truck filled up, Ms. [redacted] kept adding items that she originally told [redacted] and the crew weren't going. Our crew members said Ms. [redacted] went into the house and said "I've changed my mind, this [redacted] go" many times. The crew was there for 10 hours loading Ms. [redacted]'s truck (usually takes about 4.5 hours) because:1. There were multiple animals running around and jumping on the crew members2. The house was in disarray and Ms. [redacted] was not ready for the move - still packing when the crew arrived3. Ms. [redacted] repeatedly changed her mind about what was/wasn't going4. The conditions outside of the house - uncleared ice, etc. Our crew brought salt and a shovel but it was still unsafe5. Ms. [redacted] had over 100 boxes that she ended up takingAfter the crew was there for 10 hours loading the truck they attempted to move the hot tub but the conditions were completely treacherous. I can supply a picture of the conditions if needed. Also, Ms. [redacted] had an electrician unhook the hot tub but it was still filled with water in which we did not wish this to leak in our truck and damage her things. We collectively agreed the hot tub could not be moved. The manager went out to the location, assessed the situation and tried to walk across the ice and determined, with the approval of Ms. [redacted], that the conditions were completely unsafe.After the loading of Ms. [redacted] shipment was complete, we calculated her additional items from the original inventory and gave her an updated price. She was completely unhappy and said it was "our fault" and we "should've known the additional items were going." We weighed the truck and gave her a copy of the weight receipt that showed her 2,000+ lbs over her original estimate due to all of the additions. Even though her actual weight was over 2,000 lbs more than what she told us, we felt that charging her $1200 (which would have been the cost) was not good business. We understand that Ms. [redacted] was in a financially straining situation and was ending a relationship so we had sympathy and negotiated with Ms. [redacted] to charge only $500 more and we did not charge any amount for the additional hours on the load when Ms. [redacted] was changing her mind and still packing (the crew had to wait around for her). Ms. [redacted] only paid us $250 more and said we would get the other $250 when we delivered the hot tub. The actual amount of items that differed from the original inventory taken were 98. There were 98 more items Ms. [redacted] took than what she told us originally(note 60+ of these were boxes). There were also several large items in a shed in the back that was never shown to [redacted] at all. After the move was completed, we agreed to fix Ms. [redacted]'s floors and asked for the person responsible for letting our associate in. If Ms. [redacted] would like us to deliver the hot tub, we have no problem doing so. We would expect the $250 payment upon delivery. In addition, we would like an agreement signed that states Monster Movers is not responsible for damage to the hot tub because both parties agreed that we could not take it with the blanket of ice. Ms. [redacted] has hinted multiple times that she plans on taking action if the hot tub does not work.Thank you,[redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)[redacted],I do not agree with Monster Movers response to my complaint. As stated in my original complaint I sent a certified letter to Monster Movers which they did not pick up from the USPS. The USPS sent them several notifications and sent me a text notification each time Monster Movers were notified/reminded a letter was at the post office. After several attempts by the USPS to have Monster Movers pick up the certified letter it was eventually returned to me. I also emailed a copy of the certified letter to Monster Movers when the certified letter was returned to me but again did not receive a response. I can show a copy of the email with the date in which the email/letter was sent if requested. Ms. [redacted] and I did exchange emails prior to my move so I had the correct email address and she had my correct email address. Monster Movers did not comment on this statement which was identified in my Revdex.com complaint. Ms. [redacted] was provided with a complete list of the items I was planning on moving. I had a previous estimate from a different moving and informed Ms. [redacted] of the weight they calculated which included all of the items I went over with Ms. [redacted]. Ms. [redacted] said she agreed with the weight the other company calculated. I can supply the Revdex.com with a detailed copy of that estimated weight and items identified if that is desired. I informed Ms. [redacted] of what I wanted moved and I did not estimate the number of boxes that would be going; Ms. [redacted] did as that is her job. The movers put items in boxes such as the feet to sofas and chairs which in part resulted in additional boxes. Ms. [redacted] may not have anticipated this. I also informed Ms. [redacted] on the day of the inventory that I had an oversized bird cage and two large floats in the outdoor shed. She did not feel it was necessary to go out to the shed to look at the items however.On the day of my move the lead mover informed me he was unaware that a hot tub was on the inventory until "two minutes before" he arrived at the home in Gardner MA. Ms. [redacted] stated in her response that on the day before my move "we had horrible weather in which all of the rain turned her yard into a thick sheet of 2 inch ice." It did not rain in Gardner MA the day prior to my move and the temperature remained below zero. In fact, as stated in my complaint there was little temperature variation from when Ms. [redacted] did the estimate compared to the day of my move. I specifically called Monster Movers and spoke with [redacted] in the office a few days prior to my move because Ms. [redacted] was not available and asked if snow would pose a problem on the day of my move. [redacted] said it would not be a problem and that the movers were used to moving during the winter because they are based in Massachusetts. There was no ice or snow on the deck however there was ice on the ground just off of the two steps from the deck and in the back yard. The railings were also removed from the deck so the movers would be able to have significant clearance in order to take the hot tub off of the deck. I understand the need for safety however my concern is that Ms. [redacted] did not inform me it could or would be a problem moving the hot tub with the snow and ice in the back yard as the conditions in the back of the house were the same on the day she performed the inventory as on the day of my move (The weather conditions for that day can be verified as well by going on the internet). With this information I would have been prepared that there was a possibility the hot tub would not be moved that day. Ms. [redacted] did inform me prior to the move that the hot tub would have to go on a different truck with other individuals' property but would arrive in FL the same day as the truck carrying my possessions. I had an electrician disconnect the electrical wires on March 26th and I drained the warm water on the day of the move in preparation for it to be picked up along with my other possessions on March 27th. The hot tub was in perfect working condition as of the morning of March 27 and was drained completely and ready to be moved by early afternoon of the day of my move as stated in my initial Revdex.com complaint. I informed the movers the hot tub had been drained which was evident when the cover to the hot tub was lifted. The lead mover informed me that if the hot tub was able to be moved it was going in a different truck that already had items belonging to another customer. He said that any water left in the pipes could damage the property belonging to that customer who had "high end" items. Ms. [redacted] wrote that the manager who went to the house in MA and determined the hot tub could not be moved. The manager she is referring to was in fact the owner [redacted]. Mr. [redacted] did not introduce himself to me nor did he speak with me about the final determination of not being able to move the hot tub that day. I had to call Mr. [redacted] to find out what the status of the hot tub was. Mr. [redacted] was the one who instructed the other movers to turn the hot tub on its side which does not make sense if he already determined the conditions were not safe to move it. Mr. [redacted] did acknowledge that it was he who came to the house in MA on the day of the move to make a determination about the hot tub. I expressed my concerns to Mr. [redacted] about the hot tub staying outside because the temperatures had been and were forecast to remain below freezing. Ms. [redacted] assured me the hot tub would be moved as soon as the ice melted. Today's date is June 10, 2014, the ice has melted in MA however my hot tub has not been delivered and Monster Movers has not made any attempt to contact me. The driveway and walkway in the front of the house were not covered in ice and snow as stated by Ms. [redacted]. The front of the house had been cleared of ice and snow. In fact, I moved the majority of the boxes into the garage prior to the day of my move so the movers would be able to access the furniture without boxes being in their way. To purport I was not ready for the move is completely false given that I had already packed and moved most of the boxes into the garage as I already stated. The movers had easy access from the garage to their truck. The house was not in disarray on the day of the move because very little was in the house except for the furniture. Any remaining items were those that I was putting in my vehicle in preparation for the drive from MA to FL. Placing things in my vehicle in no way delayed the movers and did not impact them because the items were going in my vehicle, not in the moving truck. I informed the lead mover that there was a gouge in the floor at the bottom of the stairs from the second level of the house. He informed me that he was aware of the gouge and explained that another mover "fell down the stairs" when moving the safe. The movers had already moved several items before the safe so a dog toy did not instantaneously appear on the stairs. Ms. [redacted] wrote that I informed her the safe was "not going" with the shipment. She knew very well the safe was going and in fact it has special value to me because it belonged to my recently deceased mother who owned it for over 40 years and was not something I would have left behind. There were items from the basement that actually were not moved even though I had identified them with both Ms. [redacted] on the day of the inventory and the movers on the day of the move which included three folding tables from the basement and the sides to a bird cage which were in the outside shed. The movers did a great job at loading, moving and unloading my possessions so I did not want to make an issue out of a few items that did not make it on the truck which I'm sure was just an oversight. The "multiple animals running around" included two dogs which were put away when the movers were moving the furniture however I had to move them to different rooms depending on where the movers were at the time. They had to be put away in separate rooms from the movers, otherwise they would have run outside because the exterior doors to the house were open.Ms. [redacted] informed me the day prior to the unloading of my items that I would have to pay an additional $500.00 if I wanted to have the hot tub moved from MA to FL because of the additional boxes. I explained to Ms. [redacted] my belief that she miscalculated the number of boxes which I did not think was purposeful. I also explained to her that I spoke with the lead mover on the day of my loading move who commented on the weight of my furniture and he said that she (Ms. [redacted]) is "just a secretary" when I informed him she was the one who did my inventory. The lead mover's point was not to disparage Ms. [redacted] but rather to highlight that Ms. [redacted] is not an expert at calculating the weight etc. of items in relation to the individuals who actually pick up and move furniture on a day to day basis. When I was trying to finish my statement Ms. [redacted] was extremely verbally abusive and kept screaming over and over, "you're a liar" and then screamed "I'm the owner of the company" which I had no previous knowledge of. I obtained two bank checks on the day of the unloading in Florida. The first check was the full amount Ms. [redacted] originally quoted me on the day of the inventory minus the $500.00 which Ms. [redacted] said I had to pay (the day before the delivery in Fl) in order to have the hot tub moved from MA to FL. The calculation was determined by Ms. [redacted] prior to the unloading in FL which she communicated to me the day before the shipment arrived. I have copies of the two bank checks I obtained a few hours before the movers arrived to my home in Fl which can be provided as well. I felt that I needed to have a separate check in the amount of $500.00 in order to have my hot tub moved. I also wanted to show Ms. [redacted] the second bank check was made out to Monster Movers and that I had every intention of paying them when the hot tub was delivered. However, as stated in my original complaint Ms. [redacted] instructed the movers not to unload anything until they were paid in full which was the amount Ms. [redacted] originally quoted me even though the hot tub was not delivered. The lead mover also informed me that Ms. [redacted] told him I asked to have the shipment weighed which was completely false. He said that they had to drive over an hour out of their way each way to a location where the truck could be weighed which significantly delayed the arrival of my property at my home in FL. The lead mover informed me he would have been at my home within the window of time Ms. [redacted] identified however because of her request to have the truck weighed put the movers several hours behind schedule. I never disputed the weight of the truck and in fact informed Ms. [redacted] when she inventoried my property that I had several items/furniture that were very heavy. Ms. [redacted] wrote in her response that "we had sympathy" for Ms. [redacted] however refusing to unload the truck does not express concern or sympathy nor does screaming "you're a liar" the day before the trucks are due to arrive in FL. The question posed to Ms [redacted] at the time she did the inventory in March 2014 regarding why Monster Movers is no longer Revdex.com accredited, which she said she was unaware of, still has not been answered. Their website previously stated Revdex.com CENTRAL MA - Revdex.com CURRENT RATING A which has since been removed, possibly due to ramifications by the Revdex.com for falsifying information since they are not and were not accredited at the time of my move. I expressed my serious concerns to Mr. [redacted] and Ms. [redacted] about the hot tub being left outside in the cold weather because I had an electrician disconnect the electrical wires on March 26th as stated above in preparation for it to be moved the following day. I spoke with [redacted] about the hard wood floors being damaged at the bottom of the stairs. I attempted several times to resolve this matter by speaking with him on the phone and by email. He did not respond to my emails however he did inform me by phone when I contacted him that he would get back to me about when someone would be assessing the damage at the home in MA. I asked him on behalf of the home owner to let me know when someone would be going to the home to assess the damage as the home owner said he would be sure to make himself available. However, after several attempts in which I reached out to Mr. [redacted] to rectify the problem I have not received any return phone calls or information from about this. I did write the following in my letter to Monster Movers: I'd like to take one more opportunity to resolve this matter amicably however if I do not receive a written response via email by the day following receipt of this registered letter regarding the repair of the hardwood floor accidentally caused by your mover and the delivery of my hot tub as contracted, I will file a complaint with the Massachusetts Revdex.com. I was explicit that the hot tub was in perfect working condition as of the day prior to my move which my electrician who came to disconnect the electrical can attest to. Ms [redacted] and Mr. [redacted] were informed several times regarding my concerns about leaving the hot tub outside in below freezing temperatures after the electrical was disconnected in preparation for the move as well as my concerns that the hot tub was turned on its side by Mr. [redacted] and other movers. I will not agree to sign a contract that Monster Movers is not responsible for damage as requested by Ms. [redacted]. Thank you for your time and attention to this matter,Sincerely,[redacted]I am the owner of the home which the wood floor was damaged by movers dropping a safe and the hot tub left unsecured on my property even though contracted to be relocated by the moving company . The credibility of the company can be questioned for one because of the description of the length of travel from the sitting position of the tub to the driveway. The length is 100 feet not 200 yards as they describe. The stairs were not ice covered and they did not report to the home with the proper equipment to professionally move the tub . The movers pushed the tub onto it's sidewith no hot tub moving dolly available as professionally required. They were intending to lift the tub manually which is impossible . I was present at the delivery site in Florida when the movers arrived and was present when drivers informed Ms [redacted] that "[redacted]" instructed them the hot tub was a 2 person tub that could be lifted when actually it is a 6 person tub requiring professional experience. The drivers also stated in my presence that "[redacted] is just a secretary who does not understand or know what she is doing ". They continued to inform Ms [redacted] that this behavior by [redacted] the company secretary is repetitive and holding property hostage in the vehicle and demanding additional funds is routine .Potential damage to the hot tub by pushing it on it's side is unknown but statement from individual who disconnected is available to present the tub was in complete working order . The tub held no water as I emptied it completely for transport and to deter potential ice damage waiting for company to relocate it . The tub remains on my property still at this time and no efforts have been made by the company to honor their contract. The drive was completely dry and clear of ice not as claimed by the company in their continued misrepresentation . The company is correct that the tub could not be moved on the scheduled date as the ground was covered by a layer of ice . The movers never should have pushed the tub onto it's side because they did not have the correct equipment to professionally relocate it as well as their own statements that upon their arrival it could not be safely moved. The house was not in disarray as described by the company . I was personally present the morning of the scheduled move and arrived home prior to the movers vacating the property . Ms.[redacted] personally had previously boxed, packaged most of her belongings and placed them in the garage to be easily loaded for transport . Her furniture was easily accessible in rooms containing only her belongings . The remaining items to include my personal furniture were located in rooms not to be disturbed by the movers. [redacted] described as the company secretary by the drivers is misrepresenting their attempts to repair my floor . They have refused to accept receipt of Certified Mail sent from Ms [redacted] with instructions on how resolve this poor business practice nor made any attempt to arrange repair of my floor or to fulfill their contract and move the hot tub to the contracted destinationFinal Business Response Hello, While the head mover and other movers agree that for most of the time the dogs were kept in a room - they were let out several different times without notice. Apparently there was a larger dog that constantly jumped up and was hyper. As the dog jumped up on ( and behind the legs of) one of the movers there was a piece that fell and made a slight ding to the floor ( which already had other imperfections). It seems implausible to fix one ding in a floor that was already scratched. Our final offer is for $350 total including our crew not moving the hottub during treacherous and unsafe conditions. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I do not accept your offer. The mover slipped down the stairs while he was holding the safe. The safe fell and damaged the floor. I did not observe this however I did see the damage to the floors. When I asked the mover about it he told me what happened and was honest about it. The dogs were locked in a room and were not around when this happened and the mover did not make any mention of the dogs being involved in any way. The lead mover simply said the other mover slipped when he was carrying the safe down the stairs. The floors were not "scratched" prior to this occurrence. The hardwood floors were installed approximately 1 1/2 years before my move and that area always had a rug covering it which was removed the day of my move. The floors were gauged not "scratched" and I have pictures that clearly show this which I can attach if desired. I do not know how the owner of the company can state the floors were "scratched" when he never even saw then.The owner of the home is available to confirm the details of what occurred as reported directly to him by the employees of the moving company as well as the extent of the damage to the floors.A review of the notes by the owner of the moving company in all of his responses to my complaint [redacted] show his inconsistent answers in each entry.

About moving from Shrewsbury to Worcester.I called monster movers the on [redacted],2014. They said they could move me that day, it would be 100.00 an hour. I said fine. The owner [redacted] asked how much furniture I had, I told him a love seat, a TV and stand, a kitchen set, and a very large and heavy king size bedroom set, and about 30 boxes. He said fine he would send 2 guys and a truck. They came and could not get the truck backed up the driveway, so they started loading the truck. I asked them to wrap my pictures and tv and stand. They would not take my clothing, or shoes. About an hour in I asked them to pack the truck so we could get my son's bedroomset and some boxes from another location. They said fine. We finished up at my location, and went to my sons and they had packed the truck so badly we could only get his armoire on the truck and it was full.So I said lets go to my house and unload. We got here and they broke my pole lamp and my picture and left my Headboard to my bed on the porch, said they couldn't get it up the stairs, so at 8:00pm the owner came and oh they couldn't get my dresser up either. When [redacted] got here he got the dresser up but couldn't get the headboard up. Said he would come back the next day ( Thursday) by latest Friday. Well I started calling him on Monday and he finallycame over 8 days later, was here 5 minutes and left, he had said he would replace my picture glass and my pole lamp globe. He said he would not charge me he would get the job finished. I paid 700.00 and he never called or came back to finished the job. I have moved a lot in my life and never has it costed me so much for so little.When I asked about my lamp and picture, [redacted] said he came over and he charges 100.00 per hour so it was a wash. I am appalled that people are allowed to do business like that. He demanded cash, took it and left. I never heard from him again.Desired SettlementI think I shoul be compensated for not finishing the job and my broken possessions. The owner also owes me an apology.Business Response Hello, The details of the move are as follows:Feb 26 Customer calls Monster Movers at 8am in the morning and states there were issues with a previously hired moving company and she needs movers that day. We asked her what she had to move and Ms. [redacted] said a love seat, tv, stand, dining set bed set and 30 boxes and that was all. She asked if we were able to move those items for her budget of $700. We agreed that it would be $700 or less. We sent out a crew at our DOT filed rates of $96/hour NOT $100/hour.At, 10AM Feb 26 - The crew arrives to the customers home and finds that the residence is not packed. We informed Ms. [redacted] that we were happy to move her clothes, shoes, and other miscellaneous piles that were scattered throughout the residence. However, she would be charged for boxes and the additional time that it takes. The customer said she only had $700 so she told us to only take the "big stuff." The moving was extremely difficult going around piles of clothes and random things but our hard-working crew managed well. The customer had a 90% full 26 foot truck full of furniture which was much more than we were told on the phone earlier that day. Our crew moved very fast in order to get the job done within the customers budget. When the truck was almost full the customer asked if we could stop at her sons apartment to pick up one dresser and one bed. We told the customer it would not be within her budget but she called [redacted] and he agreed that we would not charge her for this because she was in a financial hardship. The crew got to the son's apartment which was another full apartment with stuff everywhere. The crew took the "big stuff" and headed to the offload. The offload was very restricting and the crew had trouble getting the headboard and dresser up the stairs. The crew finished at 6pm which was 8 hours plus we charge a half hour travel time which equates to 8.5 hours at 96/hour is $808.00 plus there were a few materials used. The bill was $825. We agreed on the $700 from the customer in which she did pay. Hence, we took off $125 off the bill. Ms. [redacted] called our office after the job and complained that the dresser and headboard was unable to get up the stairs. [redacted], the owner agreed to go there with a few guys and try. After an hour with three guys they got it up for her - no charge. The headboard was another story - it simply could not get up . [redacted] told the customer that it would need to be split or the tops cut off and we would not do that for liability reasons. She was told to call back when it was ready and we would take it up. The next day Ms. [redacted] called and said it was ready to go up, [redacted] went back and it had not changed like Ms. [redacted] said she cut the top. [redacted] said, the next time, I [redacted] need to charge you for the hour.A week later Ms. [redacted] called and said it was disassembled again, [redacted] and another crew member went out AGAIN, and the headboard was unchanged. Ms. [redacted] was very upset at this time and told us now that we broke her pole lamp and picture. It was very suspicious because until this time we had heard nothing of any damage. [redacted] told Ms. [redacted] that he would not charge her the additional hour in lieu of the broken glass in which she agreed to.Thank you. Consumer Response I just read his statement, it was all lies! I. Never said I had a buget. We never agreed on a price. He and his crew were terrible. He did get my dresser up the stairs in about 15 minutes. The headboard he did leave on my front porch, when I called him the day after the move to tell him about my broken items someone in his office told me to text a picture of my broken things and the insurance would pay!!! They never did. There were so many things donr wrong. I moved from North carolina to auburn, ma it only cost me 450.00 the move from Shrewsbury to worcester it cost me 700.00 you tell me???Final Consumer Response We are very sorry that we were unable to get Ms. [redacted]'s headboard up to her apartment. Some things are just unable to fit up stairs in the Massachusetts triple-deckers. We tried our best, the owner went out and we were unable to get it up. We did not receive a list or pictures of any damage from Ms. [redacted]'s move besides the broken lamp post that was not mentioned until she was going to be charged an hour for having us come out a third time ( she said she cut the headboard so we could bring it up) Ms. [redacted] was given an hourly rate estimate prior to her move.

Increased price by 50% in middle of the move; was told 5 hours of travel when I was charged for 10.On [redacted] 2015 I moved out of a 1-bedroom apartment in [redacted] to 1-bedroom in [redacted] I was quoted [redacted] for the movewhich was calculated at [redacted] with 2 movers for a 12 hour day, including 5 hours of "travel" and 7 hours of "labor." I ended up paying over [redacted] for the move.I lived on a ground floor apartment with parking directly in front of my apartment. The movers refused to park the truck in front of my apartment because "the street was too narrow" and they "did not want to get a ticket," despite the fact that all previous movers have parked there. They would have been blocking a small driveway, but it was my personal driveway.Instead, they parked the truck on an adjacent street, in front of a fire hydrant. The parking situation alone increased the walk from 5 feet to the door to over 100 ft away from the door. These workers were being paid by the hour and deliberately parked farther away to increase time spent moving. Not to mention, by parking in front of a fire hydrant their reason for avoiding getting ticketed was nonsensical. Next, the workers spent approximately 45 minutes doing inventory of my items. This was far too long given that all my items were previously boxed, labeled, and sealed. They walked around placing stickers on all items, but when we arrived at my destination they did NOT do inventory to make sure nothing was missing. Then the workers wrapped in blankets almost every item they could. Some were necessary, most were not. They wrapped in blankets my [redacted] shoe rack from Target. They wrapped in blankets my [redacted] ottoman from Ikea. On top of wrapping unnecessary items, they spent an absurd amount of time taping the blankets, often taking 10 minutes to wrap a single item in tape. Some items were wrapped in tape upwards of 15 times around. I know this because I unwrapped every item, more of that later.When half the items were on the truck, I got a call from a representative at Monster Movers that the job was going to take longer than expected. Not surprising, given that these movers were deliberately taking far too long in every way they could. I asked to change the price to weight and the representative obliged, but the mover told me that it would cost [redacted] based on weight so we ultimately stuck with labor.Once we arrived at the destination in [redacted] for almost 2 hours I PERSONALLY moved 20+ boxes and carried furniture. I was moving so much that the movers gave me a small dolly to transport the exceptionally heavy items. Despite the addition of a third workerthat is, methe job still went into overtime.My price quote was for 5 hours of "travel" and 7 hours of "labor." I was told on the phone that I would NOT be charged for the trip back to [redacted] from [redacted] Then, when the representative called me halfway through the job, I was told the 5 hours of "travel" only included the 5 hours back, and not the 5 hours there. So, astonishingly the original quote of 7 hours labor somehow translated to mean they would move me out of 1 apartment in ONE HOUR and move me into another apartment in ONE HOUR, and that the other 5 hours were just for driving. I can verify this quote through copies of the email, if needed. This is a false and misleading business practice to tell someone that they would not be charged for the drive back, and to quote 5 hours of "travel" only to tell them that travel only includes one way. The absurdity of this quote is captured by the logical breakdown of 7 hours of labor: If 7 hours of labor includes 5 hours of travel, it necessarily implies that Monster Movers quoted me 1 hour to move out of 1 apartment and 1 hour to move into another. Clearly, this was impossible and is why I paid for a 17 hour day instead of a 12 hour day.I am more than happy to provide any additional documentation on this matter, including the original price quote and the new quote I received via email in the middle of the job.Desired SettlementI want a reimbursement of [redacted] for the 5 hours of travel that were allegedly included in the 7 hours of labor, despite the fact that my quote included a separate expenditure for travel.I also want at least 1 hour of labor taken off given that the workers deliberately parked farther away, unnecessarily wrapped items, and wasted time doing inventory for the trip when they failed to verify that all items were even included upon arrival.Business Response Just letting you know we have contacted [redacted] about the misunderstanding and have reimbursed him. Thank you and sorry for the confusion!Consumer Response I was promptly contacted by Monster Movers and this issue has been resolved to my satisfaction.

Monster Movers added an additional fee of $1673.00 not included or disclosed in the original estimate. This was added after work was initiated.I received and estimate to move my household from Brimfield, MA to Charlottesville, VA for $6112 and not to exceed that price. Any storage fee would be additional since we were uncertain of the length of time needed. The estimate also stated "Not to exceed price..." I agreed and sent a check for 10% down with the balance due upon delivery in Virginia. The movers cane on [redacted] and loaded the truck. Before they left, one of the movers asked me for $1600 + dollars for the days work. I informed him of the agreement I had and that [redacted] told me that I didn't have to pay anything until I took delivery. Hed tried to call his office for a clarification but couldn't reach anyone with knowledge of my agreement. The movers then left. A day or two later, I received a call from [redacted] asking for the $1600 payment. When I said that wasn't in our agreement and that we had agreed to a fixed price he said this was a "local move fee". Again, I said it was not in the agreement and I expected Monster Movers to honor our agreement. He then said I needed to talk to [redacted], [redacted]. I then had a similar conversation with her with the issue being unresolved. Yesterday, [redacted] I emailed [redacted] to inform him of the address to deliver my belongings and the date I would like them delivered. [redacted] then called me asking that I needed to pay the $1600 before they can deliver my belongings. Again, I told him that wasn't included in our agreement and I was not paying the added fee. He again said I needed to talk to [redacted], [redacted] and gave me her phone number. I called and had a similar conversation with her about this additional fee that was undisclosed in the original estimate that I agreed to. She became somewhat rude and implied I had no choice but to pay if I wanted my belonging delivered to Charlottesville. I told her that I was going to file a complaint with the Attorney General's office. Her response was go ahead and file a complaint. Later in the afternoon, I did file a complaint with the Attorney General's office. I am now also seeking assistance from the Revdex.com.Desired SettlementTo honor the original agreement to move my belongings to Charlottesville, VA for $6112.00 plus the $600 for the six weeks of storage.Business Response Hello, This was already settled with the customer. Mr. [redacted] was not told by our sales rep that he would need to pay for a local move into storage if he was not able to accept delivery within our date range. We did not charge Mr. [redacted] the additional local move fee and we got him his shipment on his most favorable day. Thanks

Monster Movers Inc. OVERCHARGED my husband and I on our cross country move. In the original quote, we were told by their representative that individual line items could go down but not be increased. The labor originally was quoted $ 1152.00, however final bill we were charged $1692.00 an increase of $540.00.We have tried to have them refund the overcharge of $540.00 and they will not listen and refund the monies.Product_Or_Service: Cross country household moveAccount_Number: Ref. # XXXXXXXDesired SettlementWe want a cashier/bank check for $540.00.Business Response Hello, thank you for your email. Monster Movers provided the [redacted] family with an in-home estimate on [redacted] We. Did an estimate based on a pack job and a long distance move to California. The labor for the job was estimated because it is hard to tell exactly how long things will take to pack -especially for such a large house. The customer was told her estimate would not increase by more than 10% which is the law. We spent a little extra time packing her belongings to ensure that there was not any Damage whatsoever on her move. Ms. [redacted] moved over 15,000 lbs s) to California and not one piece was damaged. Her move total increased by approximately 3% which is well within the 10% by law. And quite frankly a small price compared to damage that may have occurred to her goods. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)WE DO NOT ACCEPT. Monster Movers representative gave us a quote to move a 4 1/2 room apartment & woodworking materials in basement. NOT A LARGE HOUSE. It was stated the price could only go down on any estimated item NOTHING would go up. Representative over estimated on items. The representative also estimated 2 day packing of apartment & 1 day packing of the truck. As it actually was only 1 day packing apartment & 1 day packing truck next day leave to California. There was NO mention of any 10% increase - there was to be NO INCREASE. They DID NOT spend extra time to ensure there wouldn't be any damage. They did their job and packed the household goods. There was a few items broken or scraped however not enough to get involved in an insurance battle.Bottom line - we were OVERCHARGED for labor by $540. and it was LESS TIME then estimated. We want a $540. refund in a cashier check/bank check.Final Business Response Hello, Thank you for your response.Again, the packing of the move was based on an hourly rate. The customers had well over a hundred boxes/bins/etc that needed to be packed as well as many specialty items that required additional packing. The prices were based on an hourly rate plus a discounted materials fee. We sent additional movers and they worked longer hours to get the packing done in one full day instead of less men in two shorter days at the customers request. The "4.5 room apartment" (which was actually over 2,000 sq feet with a full, packed finished basement) had over 15,000 lbs of items being moved which is typical of a 3,000 sq foot 4 bedroom colonial. The apartment was extremely cluttered and it was very hard for us to estimate exactly how long the packing would take. Please note, all customers are given a AMSA - American Moving and Storage Association Rights and Responsibilities booklet which can be downloaded on our websitehttp://www.mymonstermovers.com/monster-long-distance-moves.nxgIn good faith, we would like to offer $150 to the [redacted]'s who were obviously unsatisfied with us moving their 15,000+ lbs to California without any damage "worth noting." The [redacted]'s did purchase additional coverage which covers ANY damage 100% so if there were things that were, in fact, broken, we are 100% responsible. I find it odd that they are complaining about our packing fees yet haven't submitted any damage claims in which they were covered, especially since " items broken and scraped." Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)We DO NOT accept their offer. We want the FULL amount OVERCHARGED of $540.00 in a cashiers check/bank check. We are MAILING ALL documents related to this situation- including notes and questions to and from their representative that we had a (GRR) GURANTEED RATE REDUCTION - to Revdex.com and copies to the office of the Attorney General of Massachusetts.