MUV America Reviews (%countItem)
MUV America Rating
Address: 5111 W Rio Vista Ave, Tampa, Florida, United States, 33634-5323
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Muv America damaged our sectional couch and lost a box of expensive luxury items during our move on August 9, 2019.
I am currently involved in a dispute with a moving company (Muv - *** over the services they provided to me on August 9, 2019.
There were several issues with the quality of service received from this company, including:
1. Our main reason for hiring movers was due to our expensive and large sectional couch. I discussed with the manager prior to the move that the couch would need to be appropriately wrapped in plastic before being moved and they were emphatic that they do that with all couches. Unfortunately, the movers arrived with no plastic wrap and instead used dirty blankets which they affixed to the couch by wrapping duct tape around them. I questioned them as I saw this being done and they guaranteed that the couch would not suffer any damage or stains. Once the couch arrived at our new apartment, the blankets had clearly fallen off, the tape was barely affixed anymore, and the movers' bare hands left large, dirty hand prints all over the light-colored fabric. Needless to say, this was exactly the scenario we were attempting to AVOID by hiring a reputable moving company. Moreover, the couch suffered several large cosmetic issues to the corners as it appeared the movers had slammed it into walls.
2. Once we had the opportunity to begin unpacking, we noticed that several boxes were missing. I communicated this to the company and they promised to follow up. They called me and told me that two boxes were found on the ledge in the front of the moving truck. They returned them to our residence and provided a modest refund ($50) which was appreciated. However, after closer inspection, we realized there was another box missing that contained our most valuable clothing items including items from Louis Vuitton, Burberry, and Ferragamo. They said that no other boxes were found and did not offer to pay for the missing items. (Note that it is particularly curious that a box with high-end designer items went missing.)
I sent a note to the representative that handled our move, KJ Newman, requesting that they correct this situation by refunding our moving costs in full. We did not receive the quality of service that was guaranteed to us by the company and our most expensive items (couch, designer clothing) were either damaged or went missing during the move. I have not received a response from KJ or the company.
Problem date: August 9, 2019
Sales Representative: KJ Newman
Payment Method: Discover Card
Payment Amount: $656.06 ($125 paid as deposit on August 7, 2019, remainder paid on August 9, 2019)
Account/Request Number: 5383
Full refund of all moving expenses totaling $656.06.
We are currently sorting through the facts and analyzing discrepancies with the customer in order to resolve any pending items for both parties.
(The consumer indicated he/she DID NOT accept the response from the business.)
Muv's legal counsel has provided us with an offer in writing which we are prepared to accept in good faith. However, I would appreciate if the Revdex.com does not close this case until the settlement has been positively refunded back to us.
We are still in process of working through the details of this complaint as the customer has provided incorrect information in the initial complaint. Our attorney is sorting through the discrepancies with the customer and/or the customer's representation.
Muv America has successfully refunded half of the monies paid for services. I now consider this complaint closed.
Damage to furniture and apartment. Rude worker who did not address concerns.
s
I hired movers for Tuesday the 27th. They were first off very rude and talking on their phones while performing my service. In addition, several things were damaged by them. The linoleum on the kitchen floor was pulled up from them dragging the washer and dryer, a hole was put in my wall of the kitchen table, our secretaries desk was dropped down the stairs, and damage was done to my wooden bench seat for the kitchen table. One of the movers was cursing in the halls of my new apartment, not knowing I was behind her, stating she wasn't going to "work her *** off." When issues such as dropped, damaged furniture was mentioned to the foreman, K.J., he told us we were making the movers too nervous and it was our fault. He charged us $730. I then asked about the $50 refundable refund via email, which he informed me was deducted from the bill, which I was never informed of previously.
Either refund of partial price of the move, or replace our damaged furniture. Also, pay back charges from apartments we moved from, if they come up.
Upon arrival, Customer's significant other was upset that one of the movers assigned to the job was female. Company Representative explained that both movers come with more than 18 years combined experience. Customer's significant other began cursing and being verbally abusive with statements such as "he would have rather hired his sister to do the job for free."
Company Representative did state that Customer's abuse was making the crewmembers nervous, and asked Customer to either have the significant other calm down or services would have to be suspended. Apartment community personnel are a witness to this behavior. Company Representative gave Customer the option of stopping service, unloading and hiring a different company or continuing with scheduled service. Customer asked that service proceed as scheduled. Company agreed to move forward.
Upon arrival to second location, Customer alleged that there was a dent in the wall at the previous loading address. Customer was advised that this should have brought to Company's attention while at the previous location since a drywall repair kit is present on the company truck. Company Representative advised Customer to provide a copy of the Move Out Statement from apartment management for reimbursement per the executed Moving Services Agreement. To date, no such statement has been received.
During initial estimation process, Customer selected "NO" for "Are there any appliances to be moved? If so, please describe appliances." The washer and dryer was not made mention of until after the moving crewmembers arrived. As a courtesy, Company Representative agreed to move the appliances without any additional cost. Linoleum damage was already present under the washer and dryer and is not a direct result of moving the washer and dryer. The Customer's apartment is dated and had many cosmetic issues already present.
A desk was not dropped down the stairs; however, admittedly, a desk did slide from a dolly, which resulted in no cosmetic or mechanical damage. The incident made only a noise.
Cursing on a job or at a customer would result in immediate termination of employment. The only cursing was coming from the Customer who had an issue with our company being an equal opportunity employer.
As a good faith gesture, a third moving professional was called to the final unloading site in efforts to speed along the process due to the Customer's unruly behavior. The addition of the third moving professional lowered the overall cost for the customer since service is billable by actual service time, and the addition of a crewmember helped speed along the unloading process.
Per the initial estimate signed and approved by the Customer, the service deposit is applied toward the overall invoice and then the remaining balance is due the day of the move. This information is also outlined on the Moving Service Agreement. The service deposit is credited toward the overall balance and is not forfeited nor is it a cost in addition to the overall service charge.
To date, customer has not directly contacted Company to discuss any damages other than the dented drywall. Company is fully prepared to reimburse for drywall damage as outlined on the executed Moving Service Agreement. Per the picture posted on a third party review site, no hole is actually present; instead, the damage is an indented scuff, which is less than four square inches and can be repaired with a simple spackle or a drywall repair kit.
Regarding the final invoice versus the initial estimate, there was only a variance of $55.00.
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello,
In response to your email, I want to start by saying that my significant other was upset - but never by the gender of the employees. He had discussions with me, away from the workers, where he raised his voice. But at no point did he raise his voice to the workers. He was concerned about the progress of the employees and the work ethic. When you are paying a service by the hour, you hope they won't be spending this time taking personal phone calls and "FaceTime" calls" I am less concerned at this point with the unacceptablable behavior - although of course it was upsetting - than I am at our damaged furniture.
As far as the hole in the one apartment wall, I did receive the invoice and was not charged for this, which I'm very grateful for. The damage to my partner's apartment was not present before the movers, however he has still not received his move out invoice. We do not know if he will be charged for the damage done by them or not.
The damaged furniture I'm concerned about is the desk and the kitchen bench seat. The desk front cabinet handles were cellophaned together (just a piece of cello strung between the two on the front) when it was unloaded by the movers, so we did not know that it no longer closes properly after it was dropped until after they left. As far as the table, it was put in the apartment while we were both downstairs and we, unfortunately, did not go back up to see the damage until after we had paid them and they had left. It was obviously our mistake to not evaluate the damage to our furniture before they left the premises. Our mistake, but still needs to be addressed with those who did the damage.
I really want Revdex.com to be aware of this, no matter what comes of it. The lack of professionalism is profound and very disappointing. I will include all pictures in this email for your reference.
Dear Customer,
I would agree that your significant other did scream his thoughts and profanities to the side of your apartment building, but it was heard by myself, my staff and the on-site personnel at the apartment complex. He made every effort to get his point across about his thoughts on Marlen being female as he stated he should have hired his sister, etc. Upon my arrival, he stated he was displeased that Marlen was the mover as he was concerned she wouldn't be able to handle moving the washer and dryer. That is when I discovered that there were appliances to be moved as this was never made mention of during the estimation process.
This platform isn't supposed to be a means of bickering so we just need to address the items in question. Regarding damages, you have never reached out to us to give us an opportunity to inspect for damages. You immediately took your thoughts to social media and the Revdex.com. We cannot address any concerns if they are not brought to our attention. The only item brought to my attention was your wall in which I told you we would take care of.
According to your executed Moving Services Agreement, you needed to submit your claim to us in writing with three days of service to allow us ample time to inspect for damages. To date, you've not done so. This is available for your review by visiting www.muvnow.com/msa or by clicking the link in your initial estimate.
Once you take the proper channels on submitting a claim, our office can review.
Sincerely,
K.J. N., President