MovingHelp.com

December 14, 2015

[redacted]Thank you for forwarding Leslie [redacted]’s concerns to our office.[redacted], a Senior Customer Service Agent, followed up on the information Ms. [redacted] provided.  He contacted Ms. [redacted] and explained she needs to...

direct her concerns to the moving company that provided the service.  Ms. [redacted] relayed she understood what she needed to do, but also stated she was upset we helped advertise the moving company. Please be assured the information Ms. [redacted] provided was forwarded to Moving Helpers for further follow up and corrective action taken as needed.Our customers are very important to us and we regret to hear of situations that cause problems for them. Thank you for bringing this matter to our attention and allowing us to offer a response.

Ms. [redacted] agreed tothe terms & conditions for the transaction between her and the selectedservice provider.  Included below is asection of the Payment for Services provision of the Agreement.              Uponthe completion of,...

and your satisfaction with, the Services, You agree that Youwill complete the transaction with the Moving Helper by presenting the PaymentCode to the Moving Helper.   You agreeand acknowledge that Your presentation of the Payment Code to the Moving Helperis Your payment to the Moving Helper and Your authorization for the release ofany and all authorized payments for the Services.  You agree that You are responsible for anyand all payments owed to the Moving Helper. You agree that You are not entitledto a refund from Us for any Services that are completed in less time than thatamount set forth in Your Request.As stated in previouscommunications to Ms. [redacted], by presenting the Payment Code to the serviceprovider, she completed the transaction for services as defined in theorder.  Any requests for refund should bedirected to the service provider who has received payments.Again, here is theMoving Helper’s contact information so Ms. [redacted] can pursue this matter directlywith them:Owner: [redacted]Mayday Movers, LLC.

I used [redacted] to get some moving help from Movinghelp.com. They FAIL to say that your money will be taken regardless of when the job is done. The website lies and says that the movers won't get paid until the move is completed. Then why do they have to take out the money? Then I tried to contact the movers I hired and their number was no longer in service! Now, I can't get a real person to talk to me at Movinghelpers.com's 1-800 number. I tried chatting online with them and they did NOT respond to anything. I also e-mailed them and nothing. No explanation. For all I know, I'm out $180! If you want real help, trust a local business. It may cost extra, but it'll be worth it!

MovingHelp.com is an online marketplace for independent service providers to list their services. Mr. [redacted] contracted his selected service provider, Island Movers, on July 7, 2016. On July 8, 2016, Mr. [redacted] released MovingHelp.com's Payment Code to the service provider. This Payment Code is only...

to be given to the service provider once the customer is completely satisfied with the services rendered. Mr. [redacted]'s release of the Payment Code allowed for the service provider, Island Movers, to be paid in full. Mr. [redacted] should seek direct compensation from the service provider. Moving Help also suggests that he leave a review for his service provider as well as file a Resolution Case located in his Moving Help Customer Account. These two actions can assist in getting a response from his selected service provider.
Below is the contact information for the service provider. MovingHelp.com considers this matter resolved.
Island Movers
Gabriel Agront B[redacted]

I do not accept this response. First of all, Richard B[redacted] and I went back and forth so many times I had no choice but to close the resolution. I understand the payment code issue. However, I had these two men at my home which is not in a highly populated area. There were two of us home when they arrived. Amanda and myself. I was very uncomfortable in their presence and unsure what to do safely at the time. Not to mention the "jokes" that were sexual in nature Richard made. Our two friends Michele and Jaymee came over shortly after. They are our witnesses. Richard B[redacted] did not make any suggestions on how to resolve this issue. He damaged my items. He would not admit that, instead said items were damaged before loading. I have pictures to prove that is untrue. That was it. He repeated the same thing without admitting fault or a way to resolve the issue. Now I have to contact this person using my personal information. This is not a safe way of communication. I would like to add this move was a cross country move and we did not unload the truck until weeks after. That is when we learned about the damage. We have moved across the country five times as well as other long distance moves. NEVER have we had an issue like this. We have rented from Uhaul multiple times as well. So many I cannot even count them. We will never use Uhaul again or any services linked to uhaul. Neither will any of our family or friends.
This site is nothing but another [redacted]. I could refuse to pay someone off of [redacted] as well. My safety would be the same in either situation. Disgusting.

As I told Revdex.com (phone, written complaint, 12/15 response), this complaint is against Moving Transportation Specialist, an independent company in [redacted] MovingHelp.com is a REFERRAL SERVICE TO INDEPENDENT CONTRACTORS. Services for Moving Transportation Specialist (617-470-7809) were booked/confirmed 10/6/15 to load a moving truck on 11/19/15 at 8am. Services were booked online via [redacted] Moving Help and confirmed via telephone with [redacted] at Moving Transportation Specialist. Services were again confirmed via telephone on 11/18/15 with [redacted] at Moving Transportation Specialist. Confirmation for 2 movers to meet at Boston address at 7:30-7:45am for 2-hours to load a truck from an apartment. [redacted] informed me that they were double booked and would be able to provide services earlier than contracted. I agreed and needed to pick up my truck at 7am to accommodate their schedule. My contact information (cell phone numbers) were confirmed. Movers never showed up. THERE WAS NO DELAY. I placed 5-6 calls to number provided and left voice mail messages. Movers never returned my calls. By 11am, I contacted another moving company - I had NO flexibility to change the move, and incurred an incremental $50 for the new movers. After other movers completed the job, I contacted [redacted] Moving Help and they refunded my payment. Desired Resolution: 1. I would like Revdex.com to research this company to see if they are legally registered to provide these services and post this complain so others will not hire them. 2. I would like Moving Transportation Specialist to refund the incremental $50 I needed to spend on services contracted with them. 3. I would like Moving Transportation Specialist to contact me with a formal apology. 4. I would like [redacted] Moving Help to discontinue any relationship with Moving Transportation Specialist.

Replied via email earlier to resolve issue.  Response noted below for Revdex.com purposes:Hi, [redacted].  I have researched and resolved your issue with credit for your order cancellation.When you canceled your order you checked the box to book another helper, which created a store...

credit in your account rather than a credit card refund.  In your movinghelp.com customer account ([redacted] was the email address used on the order), there's an option to issue a refund of this credit.  I have issued that for you today for $185.95 back to your card.  I apologize for any confusion and you not being able to get help through customer service.I wasn't sure which email address is correct so I'm sending this to both ([redacted] was used on your Revdex.com review).Thank you,Ryan P[redacted]MovingHelp.com

The job was not cancelled by MovingHelp.com, it remained active and the Helper selected was able to complete the job. While their status was changed after the job was booked, they still had the opportunity to complete the job as contracted.

Regardless, you should have been notified...

and provided support to arrange for a new Moving Helper and for that am indeed sorry for our failure. We never look to disappoint a customer, however in this case proper follow through was not executed. If you require help in the future for any moving needs, please contact me directly at [redacted].com and we will make sure your experience meets your expectations.

Director, MovingHelp.com

It states on our checkout page, Please note: Moving Helpers do not provide rental trucks or supplies. At no time to we offer a truck as part of the service.I apologize if the customer was confused otherwise, but we can not offer compensation for a service we do not make...

indication to offer.

Revdex.com Complaint ID [redacted]

In response to Revdex.com complaint filed by [redacted] and pertaining to MovingHelp.com orders OR-EAA9B09D & OR-ED3CCF79, full refunds were issued to the credit cards used to place the orders when he cancelled.Please...

extend our apology for any frustration caused by the Moving Helpers when they did not perform the services they were hired for.  We would also like M[redacted] to understand at the time of his order he agreed to the terms and conditions for the corresponding transactions between he and the selected service provider.  Included below is a section of the Agreement.4. eMove operates the Marketplace. The MarketPlace is a Neutral Venue and Online Clearinghouse:This web site functions solely as a neutral venue and online clearinghouse to connect You and the various Moving Helpers. We do not endorse any Services or Moving Helper. We specifically disclaim any and all explicit or implicit endorsements or recommendations for any Services or Moving Helper. We are not involved in any manner with the provision of the Services by the Moving Helper. Furthermore, the Moving Helper(s) do not work for Us. You acknowledge and agree that the Moving Helper(s) are not Our employees, agents, representatives or independent contractors. You acknowledge and agree that We do not do any type of background checks of a Moving Helper nor do we do inquiries into the work history, criminal history or character history of a Moving Helper. Therefore, We cannot guarantee nor do We have control over the quality, accuracy, standard of Service, safety or legality of the Services provided by the Moving Helper or of the Moving Helper itself. You acknowledge and agree that We only operate a web site. You acknowledge and agree that any and all communications, correspondence, verbal or written, or any warranties or representations, made with regard to the Services and the Moving Helper are not provided by Us and are specifically and solely between You and the Moving Helper.Again, M[redacted] received a full refund on his cancelled orders.  Thanks,Ryan P[redacted], Program ManagerMovingHelp.comp[redacted]@movinghelp.com

This company does not help to resolve complaints. We were charged $150 for moving a piano, and the movers did not move one. Now they will not help us get the refund. The movers were horrible - many broken and scratched items. We got no help from movinghelp.com. Instead, they kept putting us on hold for absurd amounts of time.

Per the Resolution Case, the [redacted] has agreed to reimburse their customer for the full amount. The attached image shows the transcript between the [redacted] and their customer. An emails was sent to the [redacted]'s customer on January 28, 2016 at 8:23 pm, Arizona time. In that...

email, the customer is advised "After you are satisfied with the service(s) completed, give the [redacted](s) your payment code above". Below is all of the [redacted] contact information if the customer wishes to pursue the [redacted] directly. 
Erick K[redacted]

DesMoines, IA 50314
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I have attempted multiple times to contact the business owner, and he has ignored my emails and phone calls. There must be some system in place to require your moving companies to respond to complaints or customer issues, or be penalized. The fact is that All Together Moving failed to deliver on their service and you refuse to help out a customer. That is a TERRIBLE and honestly embarrassing business model. There must be something done to penalize the company for their failure to fix the issue that has caused me to lose money.

MovingHelp.com supplies a Payment Code to the customer with the specific direction to not release the Payment Code to the service provider until the work is completed to the customer's satisfaction. Once the Payment Code is given to the service provider, the customer acknowledges that the order...

is complete and the work is satisfactory. Unfortunately, the funds held by MovingHelp.com are immediately dispersed to the service provider once the Payment Code is entered. MovingHelp.com is terribly sorry that Mrs. [redacted] had issues with her selected service provider and we recommend that Mrs. [redacted] file a Resolution Case through her customer account at MovingHelp.com. This will open up a dialogue between Mrs. [redacted] and her selected service provider. Additionally, we have included the service provider's contact information below.  

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[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have...

reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

We are not required to disclose the reasons for rejection from being approved to enter the Moving Help MarketPlace. As stated in our terms, which I will include below again for reference:eMove, Inc. reserves theright to reject or remove individuals and/or businesses from ourMarketplace.  I have included thespecific provision regarding our Right to Reject or Remove Moving HelpAffiliates for reference: 21. Right to Reject or RemoveMoving Help Affiliate: Because You are charged no “sign up” fee or otherinitial fee (among other provided consideration to You), to participate in theMoving Help MarketPlace, You expressly allow Us to reserve the absolute rightto reject Your participation, or remove you from your current participation, inthe Moving Help MarketPlace at any time and for any reason or for no reason andwithout prior notice to You. An event that may result in the rejection orremoval of Your participation can include but is not limited to: any breach ofthis Agreement; any circumvention of the Moving Help MarketPlace by You or byothers at Your direction; any failures to verify Your identificationverification information; Your circumvention of the MarketPlace Fee; anyattempt by You to improperly influence, or cause another to, improperlyinfluence the review of the Customer; any attempt by You to harass, or causeanother to harass, or commit inappropriate communications with a Customerand/or a failure to deliver the promised Services on time; any attempt by youto harass, or cause another to harass, or commit inappropriate communicationswith one of Our representatives; Your failure to make full disclosure on YourMoving Helper Profile as discussed above.

Being that the individual companies are not employees of MovingHelp.com, we do not intervene in their customer service. However, if the Moving Helper does ignore a Resolution Case and/or fails to reach an agreement with their Customer, we do place them under review and can take further action for repeated issues. It is the suggestion of MovingHelp.com that the Customer continue to try to reach out to the individual service provider, especially since their account was placed under review 96 hours ago. Unfortunately, we cannot force the Moving Helper to pay their Customer. Moving Help considers this matter resolved.

4. eMove operates the Marketplace. The MarketPlace is a Neutral Venue and Online Clearinghouse:
This web...

site functions solely as a neutral venue and online clearinghouse to connect You and the various Moving Helpers. We do not endorse any Services or Moving Helper. We specifically disclaim any and all explicit or implicit endorsements or recommendations for any Services or Moving Helper. We are not involved in any manner with the provision of the Services by the Moving Helper. Furthermore, the Moving Helper(s) do not work for Us. You acknowledge and agree that the Moving Helper(s) are not Our employees, agents, representatives or independent contractors. You acknowledge and agree that We do not do any type of background checks of a Moving Helper nor do we do inquiries into the work history, criminal history or character history of a Moving Helper nor do we do inquiries into whether a Moving Helper has any or all applicable licensure, insurance(s) or permits that may be necessary to perform the Services. Therefore, You acknowledge and agree that We cannot guarantee nor do We have control over the quality, accuracy, standard of Service, safety or legality of the Services provided by the Moving Helper or of the Moving Helper itself. You acknowledge and agree that We only operate a web site. You acknowledge and agree that any and all communications, correspondence, verbal or written, or any warranties or representations, made with regard to the Services and the Moving Helper are not provided by Us and are specifically and solely between You and the Moving Helper. 
The Customer will need to seek compensation from the Moving Helper directly OR file a complaint with the individual service provider company. MovingHelp.com considers this matter resolved.

A full refund was processed on December 29th to the issuing card.

A credit has been issued per your request.