I have asked our legal counsel to review the Muscular Moving Men, LLC agreement. It is clear that ISN elected to purchase at an additional cost the Full Value Protection Plan which affords [redacted] “Full Value” in the amount of $10,000 with a $500 deductible. This choice was made after a discussion whereby we elected to pay for additional coverage with an understanding of the value of the property we were asking to be moved. Therefore, the $0.60 per pound per article provision does not apply to this loss. Additionally, one of the movers actually commented to me that he noted that a box was missing when unpacking the closet area. Therefore, based on the value of the boxed items coupled with our election of the full value protection, we are due the full amount of the value of the items less our deductible of $500 or $4500.00. We are so confident in our valuation of the property, as well as the clear loss that occurred while “the carrier in possession” who is responsible for physical loss of any articles, that we shall pursue all legal avenues if this is not settled to our satisfaction.
To Whom It May Concern,I was the individual in direct contact with Mr. [redacted] during the claims process. The customer was advised on multiple occasions that our coverage provided at no additional charge was sixty cents per pound per article. There are higher levels of coverage for replacement value available which is explained in the order for service sent out at the time the reservation is made for the move. The sixty cents per pound per article coverage was expected per the non purchase of higher coverage. There is no deductible required and in the event that a customer needs to submit a damage claim we immediately send the necessary claim form requesting a description of the damage, a description of the item and a weight deceleration for the item. Mr. [redacted]s claim was promptly responded to when it was received and rather than simply provide a check reimbursement based on the 10lb weight deceleration the customer provided (which would equal $6) we attempted to gain more information on the item including a manufacturer and location of purchase. At no point did Mr, [redacted] provide the requested information and demanded a new desk regardless of the coverage he received. Multiple attempts were made including requesting Mr. [redacted] either find the replacement hardware himself or provides the necessary manufacturer and model information so that we may resolve the matter. That ship has since sailed and at this point we have issued Mr. [redacted] his check based on the weight that he indicated on his claim form. Respectfully,[redacted]Muscular Moving Men
Hi Ms. Garcia. I called the Revdex.com today about our unresolved claim and was given your contact information. We are still having difficulty dealing with muscular moving men, LLC. Please find the contracting documents attached to this email that details the terms of the original agreement. I sought council with an attorney ([redacted] yesterday and he advised me to request the information for my purchased insurance policy (who holds this policy, etc) so that we can try and directly contact the insurance company to submit our claim and bypass muscular moving men. We purchased a full value insurance policy from Muscular moving men and muscular moving men, LLC will not respond to our request for this policy information. Instead, today we received a request for our "letter of legal representation." I believe this is because I had spoken with the real estate agent who had referred this company and she has been trying to help mediate our issues. I told the real estate agent that I sought initial council with a lawyer yesterday since this is still not resolved and she must have relayed this to Muscular moving men. I have not moved forward with filing this lawsuit because I am hoping to settle this out of court. I am just asking for muscular moving men to uphold their part of the contractual agreement and finish assembling this furniture (as it states in they would do in the original contract). We also request them to compensate us for the cosmetic damage for the bed so that we can hire a wood repair technician to address the cosmetic damage. We request reimbursement for the other damaged items.In case you are not fully familiar with this case, we hired Muscular moving men, LLC for a full service move in September 2016 and also stored our possessions with them until they were delivered in December 2016. The contract agreement was that Muscular moving men LLC would disassemble all furniture from the Phoenix location and reassemble all furniture at our new residence in Washington state. We had an extensive discussion about each piece of furniture we were requiring them to move prior to receiving the bid for this job. We were never advised in writing OR verbally that any furniture would be excluded from this agreement. I have attached the statement from the move, total cost for the move was $8915 (including insurance policy, storage). The long distance portion of the move was $7260.During the move, the technician had an accident while he was taking the Murphy bed apart and the front of the bed cabinet (the piece that the mattress sits on) came crashing down on our desk- crushing the desk, ripped the ceiling fan partially out of the ceiling, and damaged the front of the cabinet for the bed. The bed was originally installed by Oasis bedroom furniture and cost $3149 (receipt is attached). Prior to the move, the bed was in perfect condition and had been used on only a few occasions. We have been communicating since the original move trying to get this taken care of and have really not gotten anywhere.I just spoke with the home owners in phoenix (who purchased our house) and Muscular moving men never fixed the hole in the ceiling and gave them $125 to compensate for this damage (which will not cover the cost completely according to the new homeowner). She will be sending me pictures when she returns home from work this evening ([redacted] ###-###-####). I am adding this as muscular moving men has not upheld their responsibility in this matter either.There were a lot of other pieces of furniture damaged during the move (for example- they lost the hardware to my kitchen table and daughter's crib, dented/deep surfaces scratches to our entertainment center, dresser in daughter's room, broke an antique gravy dish, broke the leaf to our Lazy boy dining room table- just to name a few of the major issues).Since we contacted the Revdex.com and filed a formal complaint, Muscular moving men has sent a technician out to our house recently. The technician used a waxed wood crayon to see if he could repair some of the cosmetic damage. He relayed to muscular moving men that this was not possible without sanding down the piece of furniture and refinishing the stain. He somehow determined that the bed was "structurally sound" by examining the pieces of wood and hardware, etc that are sitting in our garage but he did not assemble any of the pieces. He also noted that he had never worked with the mechanism of this particular type of murphy bed but later relayed to us that he would be comfortable putting it back together/securing it to the wall in our home if he was "given time to figure it out." He did not assemble any of the pieces and left the bed as is. I am sending you photographs of the current state of the bed in another email. Attached is a picture of how the bed was left upon delivery. As you can see, muscular moving men did not seem to have any regard for our belongings and did not treat our possessions with care. Muscular moving men LLC is stating that they have now fulfilled their end of our contract because their technician has determined that the bed would be operable if it were assembled and secured to the wall in our home.We are asking that muscular moving men assemble the furniture as stated in the terms of the contract and we would like compensation for the damage to our possessions that cannot be remedied.Any assistance that you can provide would be very much appreciated as we would prefer to settle out of court and really just want this company to uphold the terms of the contract. My lawyer ([redacted] will be advising me on how to proceed if muscular moving men still refuses to honor their contractual agreement with us. Thank you so much in advance![redacted]###-###-####
We set up numerous appointments to have supply delivered to the property and we waived every delivery charge for this customer ($35/EA). We have spent an excess amount of administrative time disputing these claims and quite frankly this process is beginning to cost us. We also went above what our company normally honors and assessed Mr. [redacted] a 15% discount as opposed to the usual 10% which ended up being close to $900 in savings. We have attempted on numerous occasions to show and explain to Mr. [redacted] that all charges are proven and valid and all charges were indeed charged at the time that either 1) packing supplies were delivered, or 2) labor services were completed. The merchant company did indeed deem that all charges are valid and no credit was issued and no fraudulent charges were charged by our company. As it pertains to the original estimate, that actual time on the job did indeed exceed the original estimate but I assure you that we do not purposely underbid to win business. There are thousands of satisfied customers that can attest to this. This move in particular had very expensive, very heavy furniture which we did not want to rush and needed to properly and cautiously move these items to make sure and avoid damages and mishaps, to which was successful as the move went great and damage free. There were indeed more packing supplies than originally anticipated as to which happens occasionally when your dealing withe a property of that size, this was communicated with the customer in real time. This addresses all the issues disputed and we appreciate the business and the opportunity to move Mr. [redacted] and did everything we could to show him everything was valid and take care of him as a great customer. Respectfully Yours, [redacted]Relocation SpecialistMuscular Moving Men, LLC.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Muscular Moving Men continue to recite their insurance coverage policy. That is completely understandable when ACCIDENTS happen and we would totally understand that. The claims process is not 'difficult' for us to understand as they have patronizingly told us in emails. We're not is and that is NO way to respond to a client who put $5000+ in their account.We continue to say that the damage was NEGLIGENCE. Again, this IS evidently difficult for them to understand, we asked THREE times for them to take the doors off the refrigerator and the supervisor REFUSED and has since called us liars. Additionally, they have now blamed Richmond American for building a poor design for getting a refrigerator in. Really?We just spent the day having the vinyl floor repaired that they NEGLIGENTLY damaged (with no compensation or concern from MMM). We also spent the day repairing the dings in the walls, scratched paint and gouged bannister in the home we moved from. Now we'll do the same in our new home.We have been offered the huge sum of $50 for torn vinyl, damaged walls/baseboards and bannisters and that amount includes the damaged refrigerator door. This will no doubt not be resolved, however, if one person reads this review and doesn't use Muscular Moving Men it will have cost them far more than the $350 we asked for. ?
Regards,
[redacted]
To Whom this may concern,We are writing this letter in regards to complaint ID#: [redacted]. We feel we have dealt with this customer accordingly. The customer sent in a damage claim in regards to a 15 pound desk the customer had purchased from [redacted]. We have attached the order for service...
signed by the customer, and highlighted section 5 of the document which states that we are not liable for "Ready to Assemble" furniture such as this item that is not intended to be transported after initial assembly. We also informed this customer of the valuation option he received which is highlighted on the signed credit card authorization attached above. This valuation coverage offered to Mr. [redacted] is based at sixty cents per pound. Because his item is 15lbs it amounts to $9.00. We also offered to send someone out and re-assemble a new desk for Mr. [redacted] once he had the correct hardware to do so. In addition, we have also sent a check in the amount of the reimbursement according to his coverage. At this time we feel we have done everything in our power in order to rectify this issue with Mr. [redacted].Thank you.
To Whom it may concern: As the customer stated, we have went back and forth regarding this matter and I can rest assure you that all charges are correct and accounted for. Please see detailed timeline of charges below:1/29/15- COLLECTED $1,564.00 FOR DEPOSIT FOR MOVES ON
2/13/15 &...
2/14/15(CASHIER’S CHECK)2/7/15- COLLECTED $342.00 FOR DEPOSIT FOR MOVE ON
2/7/15(CASHIER’S CHECK)2/7/15- COLLECTED $180.50 FOR REMAINING BALANCE FOR MOVE ON
2/7/15(VISA)2/10/15- COLLECTED $701.24 FOR PACKING SUPPLIES DELIVERED
OUT TO YOUR HOME BY JEREME(VISA)2/11/15- COLLECTED $129.96 FOR PACKING SUPPLIES PICKED UP BY
CUSTOMER AT OUR OFFICE(VISA)2/13/15- COLLECTED $703.95 FOR PACKING SUPPLIES DELIVERED
OUT TO YOUR HOME ON PACKING DAY BY JEREME(VISA)2/13/15- COLLECTED $527.25 FOR REMAINING BALANCE FOR LABOR
CHARGE ON PACKING DAY(VISA)2/14/15- COLLECTED $1,714.77 FOR REMAINING BALANCE FOR MOVE
ON 2/14/15(VISA)This charge has also already been disputed thru the customers merchant company and they've refused to file the chargeback and deemed all charges valid. I am shocked to see a Revdex.com complaint given that Mr. [redacted] and I have went over all job information and it has been made clear though a transparent and detailed breakdown of charges that everything in the above dispute has been made available to show that there was no wrongdoing whatsoever as it pertains to Muscular Moving Men. Sincerely, [redacted]Relocation SpecialistMuscular Moving Men, LLC.
Hi [redacted], just want to follow up regarding the conversation we had today. We have accepted liability for everything claimed on your move. When I had hired a furniture repair company to come out they had informed me the leg to the TV had been found and that the bed had already been put back...
together. That only leaves the tables and the chipped lamp shade. Brian had also acknowledge that he was happy with the repairs and we had paid over $500.00 to get those items repaired for you. I had sent you a resolution regarding the lamp shade that has a chip in it. The price for your move had never changed and every issue has been addressed beyond the coverage you had selected for you move. I understand you’re upset but if you had selected full coverage for the move you would have needed to meet a $500.00 deductible and would needed to purchase it at an extra $455.00. Please give our office a call and let us know what else we can do for you to resolve this matter. We look forward to getting this resolved for you.
To Whom it May Concern,This response is in reference to a repair claim submitted by [redacted]. At the completion of the move the client submitted a repair claim in which we provided a resolution to all of the items claimed. The point of contention thus far has been the resolution toa bed. Being...
that a cash offer to amend some cosmetic damage and re-assemble the bed was not satisfactory to the client, we have removed this offer from the resolution. At this point, a reputable technician has been contracted to repair the cosmetic damage and re-assemble the bed. This combined with the additional resolutions to the balance of the items will take care the claims process. We look forward to resolving the matter.Thanks,Justin H[redacted]Muscular Moving Men
When our movers arrived from Phoenix to Dallas, one of the movers went to sleep in the truck for 3 hours and left us with two movers for a 3700 square foot house. They damaged new furniture, broke lamps, bedroom sets, dining tables, walls, coffee tables and lost our hardware to our beds all while they bickered about wanting to leave the whole time. It was one of the guys wives birthdays. They were so dirty they put grease marks on our brand new clothe headboard, and I had to video tape me asking them to remove the front door as I caught them trying to squeeze my stainless fridge through a space that was way to small. I got them on tape breaking things, fighting and acting crazy. What's weird is in Phoenix, we had 5 movers move us in the truck and only really 2 for moving into our house and they didn't know how to put together the beds. I made multiple phone calls for help from Muscular Moving that they would do the right thing. After broken lamps, scratching our new dining room table (they thought it would be a great idea to put the big screens together on top of our wood dining table - brand new) Taped that too. I even got video of the guy fighting to go home early and then them fighting with each other over the beds and not knowing how to put them together. So unprofessional and traumatic. We had to fire them and ask them to leave our property before they ruined anything else. After all that Muscular Moving assured me, as I was in tears, that they would do right - we got a claim form for $10.00. That's right $10.00 We paid $6000! We had some claims adjuster furniture restoration lady come over and dab some paint on the coffee table and the dining table and all it a day. She missed a ton of stuff and didn't appear to have the list we submitted but even so, muscular moving men said I didn't sign up for "that" insurance plan" whatever that means. Bad business ethics and practices. Don't trust these guys, they're crooks.
Hi [redacted], I am willing to offer a onetime credit of $250.00 on top of the resolution that was offered. I sincerely apologize that your experience was not as it should have been when your items were delivered. If you do accept I will credit your card that was used to pay for the move. This offer is contingent on you either removing your reviews or amending them showing that we have resolved this matter. Once removed or amended I will issue you this onetime credit. We have attempted many times to make a good faith offer above and beyond the coverage you have selected. We do appreciate the opportunity to have completed your move.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
First of all, the contract that Muscular Moving Men attached to its complaint is NOT the contract that I received on the day they broke the desk; it is the contract I signed the day the desk was returned, already broken, in June. I have attached my copy of the contract that we signed on 5/12/2015, the date the desk was broken, and highlighted section 5 (SPECIAL DOCUMENTS). I would like to see how the company responds to this discrepancy. Second, the company fails to acknowledge the main point of my complaint. Specifically, they fail to acknowledge the assurances that their agent, [redacted], made when the other movers broke the desk. He explicitly stated that THE COMPANY would find the required screw and fix the desk, or that they would REPLACE THE DESK. Either of these actions would resolve the problem, but instead the company that we paid over $1000 for a move continues to haggle over a maximum of $60. Third, as I stated in my initial complaint, I have not cashed the $9.00 check the company sent to me. Their response shows that they clearly fail to understand the fact that I will not accept $9.00 as a replacement for my desk. Finally, it is insulting that the company cannot even type my name correctly in its response. That is a perfect illustration of their poor customer service, which was the main motivation for my complaint in the first place. If they had any regard for their customers, and if they wanted to have repeat customers, they would follow through on what their agents promise. That is all I'm asking: either find the screw and fix the desk OR send me $60. If the company continues to dodge responsibility for its actions, I will not hesitate to contact our attorney and begin legal proceedings.
Regards,
[redacted]
We have attempted to provide a resolution to the shippers claims up to the amount of $125.00 for loss of appearance that was sustained. This is well beyond the basic liability coverage that we provide at no extra charge. To date, the shipper has not accepted the settlement resolution offer. There is no deductible that has been met and furthermore we have also dispatched a repair technician to also work on some repair work. We have been attentive throughout the process and worked to resolve the claim well in excess of what isowed per the contract. The shipper request to pay off of an repair invoice is simply not something we do. We reserve the right to attempt a repair and in the event that we are not able to repair something, a loss of appearance judgement and/or basic liability judgement is reached in which case the shipper is reimbursed. We simply need a returned settlement release letter and we will reimburse the shipper $125.00 as was previously offered.
To Whom It May Concern,As previously stated, we have resolved the claim pursuant to the following settlement agreement. Check #[redacted] for $[redacted] was mailed to [redacted]. The shipment moved under Muscular
Moving Men Full Protection Coverage for a declared value of $10,000.00. Your
shipment measured at 8,000lbs providing a coverage of $1.25 per pound. The Full
Protection Coverage provides for the lesser of the repair or repair
estimate, the carrier’s replacement cost/value, or the amount claimed, at our
option, for documented, identified, and confirmed transit damage or loss. The
burden of proof of carrier liability, including proof of tender, damage or
loss, and support of age and values claimed is the responsibility of the shipper. Had the shipper properly notified the carrier of the high value inventory of one specific carton for the move, a high value inventory would need to have been completed to document the goods in that one particular carton. The shipper elected coverage in the amount of $10,000 and has attributed more than half of that value in one carton. This
coverage does not extend to betterment, or to sentimental or other intangible
values. To date carrier has yet to locate claimed carton. It is the assertion
of the carrier 40 items or less were placed into the carton while it was in
possession of carrier. Carrier has granted an additional good faith allowance
of $900.00 to attempt to resolve your claim amicably. Given the shippers election of $10,000 valuation of a 8,000lb shipment they have valuated their items at $1.25 per pound.Item Weight SettlementMedium Carton 21 LBS X $1.25 $26.25Carrier Good Faith
Allowance $900.00settlement total is $926.25 applying a deductible of $500.00 which
constitutes full and final settlement of your claim at $[redacted]. A $926.25 valuation good faith offer is more than fair given the lack of notification by the shipper of the extreme high value of the contents. We respectfully stand behind this decision and have promptly issued payment as described above. Respectfully, [redacted]Muscular Moving Men
[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.]
Revdex.com:
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,
Bernard V** S[redacted]
To Whom It Concern,Representatives of Muscular Moving Men were provided and present on this shipment at the origin and destination. There were no charges assessed to the shipper for any shuttling service. Respectfully,[redacted]Muscular Moving Men
Although replacement coverage is not warranted in this instance Muscular Moving Men will reimburse the customer for the cost of a replacement door as a good faith offer. This will be the last and final consideration in the matter. The attachment will reflect the cost of a replacement door in the amount of $262.66. Respectfully,[redacted]
Muscular Moving Men
To Whom It May Concern,This response is in reference to the submission by [redacted]. Let me start by apologizing for the inconvenience of the way the situation played out. After researching the circumstances of the move and speaking with the sales manager that worked with Ms. [redacted] we...
discovered a few things. Ms. [redacted] was made aware in advance that in the event that a shuttle was needed there would be additional fees. There are certain areas that a tractor/trailer cannot fit and this was one of those situations. Our driver advised that we would arrive at the unload to visually inspect and verify this was the case and unfortunately it was. We advised Ms. [redacted] at that point we would have to off load the items from the tractor/trailer onto a smaller truck and she declined this service. Instead, we all came to the decision to take the items to a nearby storage that could accommodate the large vehicle. When we arrived, the labor assistance our company arranged for our driver was a no show and left our driver high and dry. We worked tirelessly to find replacement labor and would have had workers arrive a few hours later. Rather than wait for the delayed labor help the decision was made by our driver and the customer to unload the items sooner. I again apologize for the inconvenience of the way this played out and certainly it was our fault that our labor assistance did not show up initially at the unload. There is no refunding that we are able to provide as a result of this. The best course of action had Ms. [redacted] informed us she was expecting compensation would have been for all parties to wait for the delayed labor assistance to save the strain it placed on her father. We cannot be held responsible for the requirement of a shuttle as it was discussed that this may be a possibility at the destination. Thank you for taking the time to read this response.Respectfully,[redacted]Muscular Moving Men
To Whom it May concern, We have attempted to provide a resolution to the shippers claims up to the amount of $125.00 for loss of appearance that was sustained. This is well beyond the basic liability coverage that we provide at no extra charge. To date, the shipper has not accepted the...
settlement resolution offer. There is no deductible that has been met and furthermore we have also dispatched a repair technician to also work on some repair work. We have been attentive throughout the process and worked to resolve the claim well in excess of what is owed per the contract. The shipper request to pay off of an repair invoice is simply not something we do. We reserve the right to attempt a repair and in the event that we are not able to repair something, a loss of appearance judgement and/or basic liability judgement is reached in which case the shipper is reimbursed. We simply need a returned settlement release letter and we will reimburse the shipper $125.00 as was previously offered.
I have asked our legal counsel to review the Muscular Moving Men, LLC agreement. It is clear that ISN elected to purchase at an additional cost the Full Value Protection Plan which affords [redacted] “Full Value” in the amount of $10,000 with a $500 deductible. This choice was made after a discussion whereby we elected to pay for additional coverage with an understanding of the value of the property we were asking to be moved. Therefore, the $0.60 per pound per article provision does not apply to this loss. Additionally, one of the movers actually commented to me that he noted that a box was missing when unpacking the closet area. Therefore, based on the value of the boxed items coupled with our election of the full value protection, we are due the full amount of the value of the items less our deductible of $500 or $4500.00. We are so confident in our valuation of the property, as well as the clear loss that occurred while “the carrier in possession” who is responsible for physical loss of any articles, that we shall pursue all legal avenues if this is not settled to our satisfaction.
To Whom It May Concern,I was the individual in direct contact with Mr. [redacted] during the claims process. The customer was advised on multiple occasions that our coverage provided at no additional charge was sixty cents per pound per article. There are higher levels of coverage for replacement value available which is explained in the order for service sent out at the time the reservation is made for the move. The sixty cents per pound per article coverage was expected per the non purchase of higher coverage. There is no deductible required and in the event that a customer needs to submit a damage claim we immediately send the necessary claim form requesting a description of the damage, a description of the item and a weight deceleration for the item. Mr. [redacted]s claim was promptly responded to when it was received and rather than simply provide a check reimbursement based on the 10lb weight deceleration the customer provided (which would equal $6) we attempted to gain more information on the item including a manufacturer and location of purchase. At no point did Mr, [redacted] provide the requested information and demanded a new desk regardless of the coverage he received. Multiple attempts were made including requesting Mr. [redacted] either find the replacement hardware himself or provides the necessary manufacturer and model information so that we may resolve the matter. That ship has since sailed and at this point we have issued Mr. [redacted] his check based on the weight that he indicated on his claim form. Respectfully,[redacted]Muscular Moving Men
Hi Ms. Garcia. I called the Revdex.com today about our unresolved claim and was given your contact information. We are still having difficulty dealing with muscular moving men, LLC. Please find the contracting documents attached to this email that details the terms of the original agreement. I sought council with an attorney ([redacted] yesterday and he advised me to request the information for my purchased insurance policy (who holds this policy, etc) so that we can try and directly contact the insurance company to submit our claim and bypass muscular moving men. We purchased a full value insurance policy from Muscular moving men and muscular moving men, LLC will not respond to our request for this policy information. Instead, today we received a request for our "letter of legal representation." I believe this is because I had spoken with the real estate agent who had referred this company and she has been trying to help mediate our issues. I told the real estate agent that I sought initial council with a lawyer yesterday since this is still not resolved and she must have relayed this to Muscular moving men. I have not moved forward with filing this lawsuit because I am hoping to settle this out of court. I am just asking for muscular moving men to uphold their part of the contractual agreement and finish assembling this furniture (as it states in they would do in the original contract). We also request them to compensate us for the cosmetic damage for the bed so that we can hire a wood repair technician to address the cosmetic damage. We request reimbursement for the other damaged items.In case you are not fully familiar with this case, we hired Muscular moving men, LLC for a full service move in September 2016 and also stored our possessions with them until they were delivered in December 2016. The contract agreement was that Muscular moving men LLC would disassemble all furniture from the Phoenix location and reassemble all furniture at our new residence in Washington state. We had an extensive discussion about each piece of furniture we were requiring them to move prior to receiving the bid for this job. We were never advised in writing OR verbally that any furniture would be excluded from this agreement. I have attached the statement from the move, total cost for the move was $8915 (including insurance policy, storage). The long distance portion of the move was $7260.During the move, the technician had an accident while he was taking the Murphy bed apart and the front of the bed cabinet (the piece that the mattress sits on) came crashing down on our desk- crushing the desk, ripped the ceiling fan partially out of the ceiling, and damaged the front of the cabinet for the bed. The bed was originally installed by Oasis bedroom furniture and cost $3149 (receipt is attached). Prior to the move, the bed was in perfect condition and had been used on only a few occasions. We have been communicating since the original move trying to get this taken care of and have really not gotten anywhere.I just spoke with the home owners in phoenix (who purchased our house) and Muscular moving men never fixed the hole in the ceiling and gave them $125 to compensate for this damage (which will not cover the cost completely according to the new homeowner). She will be sending me pictures when she returns home from work this evening ([redacted] ###-###-####). I am adding this as muscular moving men has not upheld their responsibility in this matter either.There were a lot of other pieces of furniture damaged during the move (for example- they lost the hardware to my kitchen table and daughter's crib, dented/deep surfaces scratches to our entertainment center, dresser in daughter's room, broke an antique gravy dish, broke the leaf to our Lazy boy dining room table- just to name a few of the major issues).Since we contacted the Revdex.com and filed a formal complaint, Muscular moving men has sent a technician out to our house recently. The technician used a waxed wood crayon to see if he could repair some of the cosmetic damage. He relayed to muscular moving men that this was not possible without sanding down the piece of furniture and refinishing the stain. He somehow determined that the bed was "structurally sound" by examining the pieces of wood and hardware, etc that are sitting in our garage but he did not assemble any of the pieces. He also noted that he had never worked with the mechanism of this particular type of murphy bed but later relayed to us that he would be comfortable putting it back together/securing it to the wall in our home if he was "given time to figure it out." He did not assemble any of the pieces and left the bed as is. I am sending you photographs of the current state of the bed in another email. Attached is a picture of how the bed was left upon delivery. As you can see, muscular moving men did not seem to have any regard for our belongings and did not treat our possessions with care. Muscular moving men LLC is stating that they have now fulfilled their end of our contract because their technician has determined that the bed would be operable if it were assembled and secured to the wall in our home.We are asking that muscular moving men assemble the furniture as stated in the terms of the contract and we would like compensation for the damage to our possessions that cannot be remedied.Any assistance that you can provide would be very much appreciated as we would prefer to settle out of court and really just want this company to uphold the terms of the contract. My lawyer ([redacted] will be advising me on how to proceed if muscular moving men still refuses to honor their contractual agreement with us. Thank you so much in advance![redacted]###-###-####
We set up numerous appointments to have supply delivered to the property and we waived every delivery charge for this customer ($35/EA). We have spent an excess amount of administrative time disputing these claims and quite frankly this process is beginning to cost us. We also went above what our company normally honors and assessed Mr. [redacted] a 15% discount as opposed to the usual 10% which ended up being close to $900 in savings. We have attempted on numerous occasions to show and explain to Mr. [redacted] that all charges are proven and valid and all charges were indeed charged at the time that either 1) packing supplies were delivered, or 2) labor services were completed. The merchant company did indeed deem that all charges are valid and no credit was issued and no fraudulent charges were charged by our company. As it pertains to the original estimate, that actual time on the job did indeed exceed the original estimate but I assure you that we do not purposely underbid to win business. There are thousands of satisfied customers that can attest to this. This move in particular had very expensive, very heavy furniture which we did not want to rush and needed to properly and cautiously move these items to make sure and avoid damages and mishaps, to which was successful as the move went great and damage free. There were indeed more packing supplies than originally anticipated as to which happens occasionally when your dealing withe a property of that size, this was communicated with the customer in real time. This addresses all the issues disputed and we appreciate the business and the opportunity to move Mr. [redacted] and did everything we could to show him everything was valid and take care of him as a great customer. Respectfully Yours, [redacted]Relocation SpecialistMuscular Moving Men, LLC.
Revdex.com:
s and that is NO way to respond to a client who put $5000+ in their account.We continue to say that the damage was NEGLIGENCE. Again, this IS evidently difficult for them to understand, we asked THREE times for them to take the doors off the refrigerator and the supervisor REFUSED and has since called us liars. Additionally, they have now blamed Richmond American for building a poor design for getting a refrigerator in. Really?We just spent the day having the vinyl floor repaired that they NEGLIGENTLY damaged (with no compensation or concern from MMM). We also spent the day repairing the dings in the walls, scratched paint and gouged bannister in the home we moved from. Now we'll do the same in our new home.We have been offered the huge sum of $50 for torn vinyl, damaged walls/baseboards and bannisters and that amount includes the damaged refrigerator door. This will no doubt not be resolved, however, if one person reads this review and doesn't use Muscular Moving Men it will have cost them far more than the $350 we asked for. ?
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Muscular Moving Men continue to recite their insurance coverage policy. That is completely understandable when ACCIDENTS happen and we would totally understand that. The claims process is not 'difficult' for us to understand as they have patronizingly told us in emails. We're not i
Regards,
[redacted]
To Whom this may concern,We are writing this letter in regards to complaint ID#: [redacted]. We feel we have dealt with this customer accordingly. The customer sent in a damage claim in regards to a 15 pound desk the customer had purchased from [redacted]. We have attached the order for service...
signed by the customer, and highlighted section 5 of the document which states that we are not liable for "Ready to Assemble" furniture such as this item that is not intended to be transported after initial assembly. We also informed this customer of the valuation option he received which is highlighted on the signed credit card authorization attached above. This valuation coverage offered to Mr. [redacted] is based at sixty cents per pound. Because his item is 15lbs it amounts to $9.00. We also offered to send someone out and re-assemble a new desk for Mr. [redacted] once he had the correct hardware to do so. In addition, we have also sent a check in the amount of the reimbursement according to his coverage. At this time we feel we have done everything in our power in order to rectify this issue with Mr. [redacted].Thank you.
To Whom it may concern: As the customer stated, we have went back and forth regarding this matter and I can rest assure you that all charges are correct and accounted for. Please see detailed timeline of charges below:1/29/15- COLLECTED $1,564.00 FOR DEPOSIT FOR MOVES ON
2/13/15 &...
2/14/15(CASHIER’S CHECK)2/7/15- COLLECTED $342.00 FOR DEPOSIT FOR MOVE ON
2/7/15(CASHIER’S CHECK)2/7/15- COLLECTED $180.50 FOR REMAINING BALANCE FOR MOVE ON
2/7/15(VISA)2/10/15- COLLECTED $701.24 FOR PACKING SUPPLIES DELIVERED
OUT TO YOUR HOME BY JEREME(VISA)2/11/15- COLLECTED $129.96 FOR PACKING SUPPLIES PICKED UP BY
CUSTOMER AT OUR OFFICE(VISA)2/13/15- COLLECTED $703.95 FOR PACKING SUPPLIES DELIVERED
OUT TO YOUR HOME ON PACKING DAY BY JEREME(VISA)2/13/15- COLLECTED $527.25 FOR REMAINING BALANCE FOR LABOR
CHARGE ON PACKING DAY(VISA)2/14/15- COLLECTED $1,714.77 FOR REMAINING BALANCE FOR MOVE
ON 2/14/15(VISA)This charge has also already been disputed thru the customers merchant company and they've refused to file the chargeback and deemed all charges valid. I am shocked to see a Revdex.com complaint given that Mr. [redacted] and I have went over all job information and it has been made clear though a transparent and detailed breakdown of charges that everything in the above dispute has been made available to show that there was no wrongdoing whatsoever as it pertains to Muscular Moving Men. Sincerely, [redacted]Relocation SpecialistMuscular Moving Men, LLC.
Hi [redacted], just want to follow up regarding the conversation we had today. We have accepted liability for everything claimed on your move. When I had hired a furniture repair company to come out they had informed me the leg to the TV had been found and that the bed had already been put back...
together. That only leaves the tables and the chipped lamp shade. Brian had also acknowledge that he was happy with the repairs and we had paid over $500.00 to get those items repaired for you. I had sent you a resolution regarding the lamp shade that has a chip in it. The price for your move had never changed and every issue has been addressed beyond the coverage you had selected for you move. I understand you’re upset but if you had selected full coverage for the move you would have needed to meet a $500.00 deductible and would needed to purchase it at an extra $455.00. Please give our office a call and let us know what else we can do for you to resolve this matter. We look forward to getting this resolved for you.
To Whom it May Concern,This response is in reference to a repair claim submitted by [redacted]. At the completion of the move the client submitted a repair claim in which we provided a resolution to all of the items claimed. The point of contention thus far has been the resolution toa bed. Being...
that a cash offer to amend some cosmetic damage and re-assemble the bed was not satisfactory to the client, we have removed this offer from the resolution. At this point, a reputable technician has been contracted to repair the cosmetic damage and re-assemble the bed. This combined with the additional resolutions to the balance of the items will take care the claims process. We look forward to resolving the matter.Thanks,Justin H[redacted]Muscular Moving Men
When our movers arrived from Phoenix to Dallas, one of the movers went to sleep in the truck for 3 hours and left us with two movers for a 3700 square foot house. They damaged new furniture, broke lamps, bedroom sets, dining tables, walls, coffee tables and lost our hardware to our beds all while they bickered about wanting to leave the whole time. It was one of the guys wives birthdays. They were so dirty they put grease marks on our brand new clothe headboard, and I had to video tape me asking them to remove the front door as I caught them trying to squeeze my stainless fridge through a space that was way to small. I got them on tape breaking things, fighting and acting crazy. What's weird is in Phoenix, we had 5 movers move us in the truck and only really 2 for moving into our house and they didn't know how to put together the beds. I made multiple phone calls for help from Muscular Moving that they would do the right thing. After broken lamps, scratching our new dining room table (they thought it would be a great idea to put the big screens together on top of our wood dining table - brand new) Taped that too. I even got video of the guy fighting to go home early and then them fighting with each other over the beds and not knowing how to put them together. So unprofessional and traumatic. We had to fire them and ask them to leave our property before they ruined anything else. After all that Muscular Moving assured me, as I was in tears, that they would do right - we got a claim form for $10.00. That's right $10.00 We paid $6000! We had some claims adjuster furniture restoration lady come over and dab some paint on the coffee table and the dining table and all it a day. She missed a ton of stuff and didn't appear to have the list we submitted but even so, muscular moving men said I didn't sign up for "that" insurance plan" whatever that means. Bad business ethics and practices. Don't trust these guys, they're crooks.
Hi [redacted], I am willing to offer a onetime credit of $250.00 on top of the resolution that was offered. I sincerely apologize that your experience was not as it should have been when your items were delivered. If you do accept I will credit your card that was used to pay for the move. This offer is contingent on you either removing your reviews or amending them showing that we have resolved this matter. Once removed or amended I will issue you this onetime credit. We have attempted many times to make a good faith offer above and beyond the coverage you have selected. We do appreciate the opportunity to have completed your move.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
First of all, the contract that Muscular Moving Men attached to its complaint is NOT the contract that I received on the day they broke the desk; it is the contract I signed the day the desk was returned, already broken, in June. I have attached my copy of the contract that we signed on 5/12/2015, the date the desk was broken, and highlighted section 5 (SPECIAL DOCUMENTS). I would like to see how the company responds to this discrepancy. Second, the company fails to acknowledge the main point of my complaint. Specifically, they fail to acknowledge the assurances that their agent, [redacted], made when the other movers broke the desk. He explicitly stated that THE COMPANY would find the required screw and fix the desk, or that they would REPLACE THE DESK. Either of these actions would resolve the problem, but instead the company that we paid over $1000 for a move continues to haggle over a maximum of $60. Third, as I stated in my initial complaint, I have not cashed the $9.00 check the company sent to me. Their response shows that they clearly fail to understand the fact that I will not accept $9.00 as a replacement for my desk. Finally, it is insulting that the company cannot even type my name correctly in its response. That is a perfect illustration of their poor customer service, which was the main motivation for my complaint in the first place. If they had any regard for their customers, and if they wanted to have repeat customers, they would follow through on what their agents promise. That is all I'm asking: either find the screw and fix the desk OR send me $60. If the company continues to dodge responsibility for its actions, I will not hesitate to contact our attorney and begin legal proceedings.
Regards,
[redacted]
We have attempted to provide a resolution to the shippers claims up to the amount of $125.00 for loss of appearance that was sustained. This is well beyond the basic liability coverage that we provide at no extra charge. To date, the shipper has not accepted the settlement resolution offer. There is no deductible that has been met and furthermore we have also dispatched a repair technician to also work on some repair work. We have been attentive throughout the process and worked to resolve the claim well in excess of what isowed per the contract. The shipper request to pay off of an repair invoice is simply not something we do. We reserve the right to attempt a repair and in the event that we are not able to repair something, a loss of appearance judgement and/or basic liability judgement is reached in which case the shipper is reimbursed. We simply need a returned settlement release letter and we will reimburse the shipper $125.00 as was previously offered.
To Whom It May Concern,As previously stated, we have resolved the claim pursuant to the following settlement agreement. Check #[redacted] for $[redacted] was mailed to [redacted]. The shipment moved under Muscular
Moving Men Full Protection Coverage for a declared value of $10,000.00. Your
shipment measured at 8,000lbs providing a coverage of $1.25 per pound. The Full
Protection Coverage provides for the lesser of the repair or repair
estimate, the carrier’s replacement cost/value, or the amount claimed, at our
option, for documented, identified, and confirmed transit damage or loss. The
burden of proof of carrier liability, including proof of tender, damage or
loss, and support of age and values claimed is the responsibility of the shipper. Had the shipper properly notified the carrier of the high value inventory of one specific carton for the move, a high value inventory would need to have been completed to document the goods in that one particular carton. The shipper elected coverage in the amount of $10,000 and has attributed more than half of that value in one carton. This
coverage does not extend to betterment, or to sentimental or other intangible
values. To date carrier has yet to locate claimed carton. It is the assertion
of the carrier 40 items or less were placed into the carton while it was in
possession of carrier. Carrier has granted an additional good faith allowance
of $900.00 to attempt to resolve your claim amicably. Given the shippers election of $10,000 valuation of a 8,000lb shipment they have valuated their items at $1.25 per pound.Item Weight SettlementMedium Carton 21 LBS X $1.25 $26.25Carrier Good Faith
Allowance $900.00settlement total is $926.25 applying a deductible of $500.00 which
constitutes full and final settlement of your claim at $[redacted]. A $926.25 valuation good faith offer is more than fair given the lack of notification by the shipper of the extreme high value of the contents. We respectfully stand behind this decision and have promptly issued payment as described above. Respectfully, [redacted]Muscular Moving Men
[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.]
Revdex.com:
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,
Bernard V** S[redacted]
To Whom It Concern,Representatives of Muscular Moving Men were provided and present on this shipment at the origin and destination. There were no charges assessed to the shipper for any shuttling service. Respectfully,[redacted]Muscular Moving Men
Although replacement coverage is not warranted in this instance Muscular Moving Men will reimburse the customer for the cost of a replacement door as a good faith offer. This will be the last and final consideration in the matter. The attachment will reflect the cost of a replacement door in the amount of $262.66. Respectfully,[redacted]
Muscular Moving Men
To Whom It May Concern,This response is in reference to the submission by [redacted]. Let me start by apologizing for the inconvenience of the way the situation played out. After researching the circumstances of the move and speaking with the sales manager that worked with Ms. [redacted] we...
discovered a few things. Ms. [redacted] was made aware in advance that in the event that a shuttle was needed there would be additional fees. There are certain areas that a tractor/trailer cannot fit and this was one of those situations. Our driver advised that we would arrive at the unload to visually inspect and verify this was the case and unfortunately it was. We advised Ms. [redacted] at that point we would have to off load the items from the tractor/trailer onto a smaller truck and she declined this service. Instead, we all came to the decision to take the items to a nearby storage that could accommodate the large vehicle. When we arrived, the labor assistance our company arranged for our driver was a no show and left our driver high and dry. We worked tirelessly to find replacement labor and would have had workers arrive a few hours later. Rather than wait for the delayed labor help the decision was made by our driver and the customer to unload the items sooner. I again apologize for the inconvenience of the way this played out and certainly it was our fault that our labor assistance did not show up initially at the unload. There is no refunding that we are able to provide as a result of this. The best course of action had Ms. [redacted] informed us she was expecting compensation would have been for all parties to wait for the delayed labor assistance to save the strain it placed on her father. We cannot be held responsible for the requirement of a shuttle as it was discussed that this may be a possibility at the destination. Thank you for taking the time to read this response.Respectfully,[redacted]Muscular Moving Men
To Whom it May concern, We have attempted to provide a resolution to the shippers claims up to the amount of $125.00 for loss of appearance that was sustained. This is well beyond the basic liability coverage that we provide at no extra charge. To date, the shipper has not accepted the...
settlement resolution offer. There is no deductible that has been met and furthermore we have also dispatched a repair technician to also work on some repair work. We have been attentive throughout the process and worked to resolve the claim well in excess of what is owed per the contract. The shipper request to pay off of an repair invoice is simply not something we do. We reserve the right to attempt a repair and in the event that we are not able to repair something, a loss of appearance judgement and/or basic liability judgement is reached in which case the shipper is reimbursed. We simply need a returned settlement release letter and we will reimburse the shipper $125.00 as was previously offered.