ComplaintsforMaster Movers, LLC

• Initial Complaint

  09/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ******* insisted we had to pay before they started to unload the 1st truck on Saturday. Charge $4818.92. They noticed that there are 2 invoices One that was the original For $9931.40 and the 2nd invoice for $9802.15. After reviewing the invoices more carefully I couldn't help but notice as did Purdue ******************** they were basically the almost exact same amount. First of all all you did was rearrange a bunch of charges to almost come up with the same amount !! Items I'm listing below.Receipts listed below 1. ( Hourly Loading Time ) Receipt number 1 hourly rate $250 per hr. Receipt number 2 hourly rate $ $169 per hr. which you changed after I complained to you about on my original e-mail above.2. ( Driving Charges ) Same as above $250 changed to $169.3. ( Credit Card Handling ) Receipt number 1 no charge Receipt number 2 a charge for $447. 4. ( Packing labor ) same as above from $250 to $169.5.( Packing Tax ) the same on both reciepts $148.92 6. (Partial Packing ) the same on both reciepts $2127.48 Please Provide a detailed break down of what this charge is. Looks to me like a number you pulled out of thin air !! 7. ( Extra Truck ) which would be truck #2 $486 same on both receipts you sent to pick up my Lawnmowers and Generator that left three fourths empty which would have been more than big enough to load all the items that were loaded on the 3rd truck which wouldn't have been needed !! 8. ( Extra Truck ) truck # 3. Original receipt $1000 then on the original receipt you removed the $1000 charge. But then on receipt # 2 you added the $1000 charge back on.9. ( Additional time ) On the 2nd receipt you charged $1478 but had no mention of that charge on receipt #1.10. (Unloading Charge ) original receipt $250 per hr to $169.11. ( Truck Time Used ) no charge on original receipt but receipt #2 a new charge of $875. 12. (Fuel Surcharge ) Original receipt one charge of $169 to 3 charges of $60 for $180 on 2nd receipt ! Bottom Line is that on the after comparing both receipts all you did is add new and rearrange numbers to get you as close to the original Receipt as possible !!!

  Business response

  09/11/2023

   

  I am sorry you were not happy with the services you received. Since your moving services had to be performed in several stages, I needed to perform a longer review of your account details prior to responding to you accordingly.  
  Like other companies including the one you sent to me by email and text your email is non-Binding based on an hourly rate. In the event additional services are added to your move the charges for the services will be applied and charged accordingly in conjunction with your hourly rate. ********** services such as packing, additional truck(s), additional movers, additional stops, ect.
  Unfortunately, the list of items that you provided to us to move and which were viewable on your account prior to you booking your move, was not a complete list of actual items to be moved and you forgot to mention from the beginning that another moving company had already quoted a minimum of two trucks. Had we been presented with all this information from the beginning, we would have been able to provide you with a more accurate quote. But the initial quote we provide was based on the only information that you gave to us and as it was evident on the day of the move additional time and services would be needed, we discussed all of this with you in person to which you agreed and authorized the additional services and charges.
  Your estimate details show you provided us a list of a total of 120 items to be moved. 36 of these items were listed as boxes -PBO ( packed by owner. ) The items list you provided to us would equal **** Cu.Ft. The first truck we sent to you had **** cu.ft available space.
  Moving day. Upon the movers arrival it was immediately evident that you were not completely ready for the move and there were still many items to be packed and additional items not listed by you to be moved.
  While the move was in process, you left the movers alone with no other representative to act on your behalf and make decisions. The movers tried to reach out to you and communicate with you , but were not able to make contact as you left your phone at home. We believe the lawn mower and generator would take up not only a lot of space but, these are items you cannot stack or build on.
  In an attempt to save you money we sent one of our tow trucks that was in the area to load and transport the lawn mower and generator. We had the tow truck remain on site until you arrived back home at your pick-up address and we had a chance to explain to you the purpose for it and the additional charges. You then gave your approval and authorization for us to proceed in lieu of having us off load the items.
  The movers continued to load the first truck and filled it to capacity. You still had additional items left in the garage equal to around 600 cu.ft and you stated some left-over items in the house.
  So, a third truck was required which we spoke with you about and approved and authorized the truck and the additional charges that we quoted and we sent you the third truck. Your actual list of items to be moved totaled around **** cu.ft
  Regarding additional services, Extra Truck :  you will see a charge of $1000 this covers the cost of the additional truck 2 movers . on the 14th the same day at 8 pm to clean up the additional 600 cu.ft at the garage. Since it was so late after loading. We had to bring the items to our storage until Monday.
  ********** time : this is the truck we sent on Monday 1 truck + 2 movers , to deliver the garage items and continue working inside the house.
  Charges:  At some point you did receive a promotion rate of $****** per hour . So, instead of $250 per hour, I charged you the rate of the $ ****** per hour.     I placed the changes in the system a little differently so it will make it easier for you to view and understand the breakdown which you receive by a separate email.
  The billed charges are inclusive of Total Drive time used, packing labor, packing materials, packing tax, ********** services -extra trucks, fuel, and additional movers. These charges have been applied accordingly with the services that we explained to you. which, you approved and authorized.
  We also let you know that we are showing a refund amount is payable to you in the amount of $396.89. And ask that you Please review your detailed billing charges invoice to make sure you understand the charges and a refund amount that is due  to you. Prior to us sending you the authorization to release the refund.
  If you have additional questions feel free to contact us. 
  
  

  
  

  Customer response

  09/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***************************
  

  Business response

  09/22/2023

  Master Movers provided Mr. ****** Kxxxxxx /Mrs. ******* Lxxx Kxxxxxx with the moving services which they contracted, authorized verbally, and by signature for services and charges. ************************ and or ******************* have filed two disputes with the bank to which Master Movers has responded and provided the bank with all documents necessary to make a decision. 

• Initial Complaint

  08/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We hired Master Movers for our move on 7/27/23 from ************ to **************. This business operates under deceptive and unprofessional business practices. There were damages to multiple belongings. Our bed frame was unusable because of the damage to the s**** holes. Our mattress got ripped, even though we specifically requested a mattress cover, which the company promised to us but then failed to provide. Other damaged items: desk; dresser; china hutch; coffee table. When we initially complained, Master Movers refused to file a claim stating that we did not purchase full value insurance and that we signed to waive the wrapping and standard coverage. We were recommended by the ******* to waive the wrapping; he said it would save us time and he didn't think the wrapping was necessary. He failed to disclose that waiving the wrapping would also waive any responsibility for damages. The employees created a stressful and rushed environment and we were rushed to sign. The ******* offered only the signature line and never allowed us to view the full wording of the contract. Because they did not have our fully informed consent, we believe our contract to be invalid. Federal Motor ***************************** regulations state it should be assumed the customer opts for full valuation insurance unless they willingly and knowingly opt out of it.We have also learned, after speaking with the ****************** of ******* *************), that Master Movers has been UNLICENSED and UNAUTHORIZED TO MOVE since 2013. ,After speaking with the owner, he has offered to compensate us for $0.60/lb for damages for the bed frame and mattress, but we believe we are *********** full value compensation because 1) The damages were the fault of their employees; 2) They did not provide a mattress cover that was promised to us that could have prevented the damage; and 3) We believed we were hiring a fully licensed and authentic moving company, which Master Movers is not.

  Business response

  08/25/2023

  Master Movers is a reputable relocation company proudly serving an average of **** customers yearly, for the past 20 years.

  We want our customers to have easy access to be able to view their account details and important information related to their account. For this reason,  we text the customer access to their account through our on-line secure portal starting from day one. The portal contains information that is personalized to their move, and enables the customer to manage their order details. Read and review insurance and coverage options. And an FAQ page with a list of questions customers typically ask about a companys services. These questions are paired with the relevant answers. They also have access to review and sign your moving documents.
  

  Mr./ Mrs.***** contacted Master Movers on ****** 4:29 asking for an estimate : we immediately text Mr./Mrs. ***** , access to our on -line portal , this allows you to view and update your information , address ,inventory , view insurance coverage-insurance options including purchasing information for full replacement.
  July 1st  11:18  Am we again text the link to access their account with all the information to view and update address , inventory , View coverage-insurance options including purchasing information for full replacement.  
   July 3rd  2:15 PM  We text again, thank you for considering Master Movers. We created an account for you to view, manage and book your move at any time. Log in to your account.
   July 26th 1:01 Pm : Hi Mr./Ms Nxxxx This is Master Movers we look forward to performing your moving service tomorrow. we are planning to be there 8:00 AM - 10:00 AM07/27/2023 8:00 AM - 10:00 AM Please dont forget to look into your account to view & manage your moving services . Please feel free to contact us at ************ Thank you again for your business.

  
  Prior to the move, **************** were communicating with Master Movers by text, email and via- phone conversations. An estimate was provided and the information was text and emailed to them so they could log into and review the account we created for them PRIOR to their move date.
   On July 18th  a member of our office staff  had a conversation with Mr. /and or Mrs. *****  at this time the office team member explained our standard method of wrapping the furniture and even texted pictures showing this and placement of items in the truck. This was  to not only inform them but, so you would have a visual understanding of our normal and preferred method of protection.

  On the day of the move, the ******* again went over the details of the move and insurance-coverage options  with Mr. and or Mrs.****** The ******* Sxxxxx also explained  that there are fees associated with packing materials if the movers need to use them such as shrink wrap, and mattress covers as well as Tape that would be used around the padding. He also let them  know there is a possibility that it could take additional labor hours. After, having a conversation with two different employees and having pictures provided to them of our normal and preferred method of protection. Mr. Nxxxx decided to opt out of having the movers follow our normal method of wrapping. And instead signed a wrapping waiver. On a rare occasion, a customer will select this option of wrapping waiver in order to avoid the possibility of having fees for packing materials used and or possibly additional labor hours. 

  The wrapping waiver clearly states WRAPPING WAIVER (*2)ATTENTION: Do NOT
  sign this section unless you agree to the terms and are choosing to not have your items
  wrapped by Master Movers. I understand that if I choose NOT to have Master Movers, LLC wrap
  my belongings as is standard, I am fully responsible for any Damage that might occur.
  By signing this section, I accept full responsibility and acknowledge that I have no recourse with Master Movers, LLC.

  Mrs. ***** states we did not provide a mattress cover, they signed a waiver requesting we not wrap their household goods.

  Mrs.***** claims of damage and movers creating a stressful and rushed environment, are different then what was written on the paperwork by Mr. ****** This is what Mr. ***** wrote, Jxxx was repeatedly hard to find.Seemed to work much slower than the rest of the crew. Often dollied boxes to owners instead of helping carry them in like the rest of the team. All the rest of the crew worked extremely hard. No complaints about the rest of them. Damaged bed frame piece I would like replaced, but which Sxxxx noted. I will get the name of the vendor to you when I find the replacement piece.
  

  Mrs.***** claim that were not allowed to view the full wording of the contract is not correct, they had the device in their hand to review the contract prior to signing and the ******* would have been happy to allow them any additional time to do so and would have been happy to go over any additional questions they had. Just like the office sent the link multiple times to review their account and information relevant to their move. Additionally ,the customer has the option to  cancel the move this is also outlined in the paperwork they signed and was available for their viewing on their account page.
  

  Mrs. ***** states that she found out  Master Movers has been  Unlicensed and Unauthorized to move since 2013                                                        This is Not Accurate   Master Movers is Licensed and authorized to perform moves.

  Master Movers has communicated with Mrs. ***** by phone and email and even though they signed a wrapping waiver, we did let her know we will be willing to cover based on the $0.60 per pound / Tariff for the 2 items reported as damaged by her email.

  Mrs. ***** has been emailing Master Movers. She has informed us I have a friend and family member who are lawyers. I am asking for $2568.47,which is the sum of what we paid for our mattress and the bed frame, If we do not receive the requested compensation, or if we do not hear a response back from you, within 7 days, then I intend to do everything in my power to shut down your business, which may include any or all of the following:
  
  * Publish multiple negative reviews on platforms such as online review sites, social media, and Better Business Bureau. *
  * Have our real estate agent (who works for one of the largest real estate companies in *******) with all of his coworkers, and with all of the agents*  outside of his agency that he does business with, tell our story and strongly recommend against using your company for moving services. 

  **Communicate via verbal word of mouth, emails, memos, employee forums, etc. to as many coworkers as possible to strongly recommend against using your company for moving services (We work for some of the largest hospital networks in ********). **

  * Complain to other sources such as local newspapers / new stations.*  
  

  Mrs.*****, has refused the offer to process her claim based on the $0.60 per pound / Tariff for the 2 items reported as damaged by her email.And stated they fully intend to sue.

  Master Movers has addressed in detail and replied to each email that Mrs.*****, has sent to us with the same response and break down as detailed today, in our reply to the BBB.               

  In conclusion Master Movers is complaint with contractual agreement, ************** decides she would like us to process the claim based on the $0.60 per pound / Tariff for the 2 items reported as damaged by her email.She just needs to contact our office to start the process. 

  Customer response

  08/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  We will not accept a refund at $0.60/lb. We believe we are *********** full valuation.

  This company is lying when they say they are licensed. Any person could call the IN **** of ******** ******************************* *************) to confirm for themself. 

  This company violates ******************************************* (FMCSA) regulations on multiple counts. Per the ****** customers are supposed to receive a quote which includes full valuation protection and a separate quote with limited liability protection. The customer is also to be assumed to select full valuation unless the customer specifically opts out of it. ********************** only provided us with a single quote. Master Movers, instead of automatically applying full valuation protection, requires the client to opt in.

  We waived the wrapping of our furniture because an employee recommended it.

  We asked the ********* recommendation and he told us that the wrapping was not necessary because we were only moving across town. We made a rushed decision because the movers had already started working, we felt pressured, and the ******* repeatedly told us, "You know, you're paying by the hour." We thought the ******* had our best interests in mind because it was going to save us money. We had never hired a moving company before and we did not know what standard was in the industry. This employee provided an intentionally vague description of Options A and B. When I had spoken on the phone with an employee days before who texted me a photo of wrapped furniture, he said the wrapping is something that they do, but never used the words "standard care," and never warned me that day of the move, we would be asked if we wanted to waive it or not. As I have communicated before, the ******* made it sound like we were waiving an extra service. We did not know the wrapping would incur extra costs; this was sprung on us the day of the move, which added to the stress of our decision. Buying/selling a house and moving are expensive endeavors, and we had budgeted very closely. The thought of extra fees alarmed us.  

  If wrapping of furniture is standard care, then why in the world would an employee recommend it? Standard care should ALWAYS be necessary. The employee was either a) poorly trained (which is the fault of the company), or b) was intentionally trying to deceive us so the company would not be liable for any damages (which also puts the fault on the company under the ******* Deceptive Consumer Sales Act).

  I made the effort to call ahead and ask for mattress covers. It was obvious that I cared about the protection of my belongings, and so the ******* should never have recommended we waive the wrapping. It was obvious that we did not fully understand options A and B when we selected option B. Master Movers failed to communicate these options with transparency. Additionally, we were discussing waiving the wrapping of furniture only. I was asking about a mattress cover before, during, and after the discussion of waiving the wrapping. It was obvious this was something that I wanted. Master Movers did not provide one, and our mattress got damaged. They never said that waiving the wrapping of our furniture also meant waiving protection of all other belongings. And, as previously communicated, as the company did not have a mattress cover, the ******* told me the mattress would be wrapped in blankets; but I saw workers carrying it out of the truck, and it was not covered in blankets. 

  It is true that Master Movers texted and emailed us a link to their online portal. However, as previously communicated, we received a verbal quote and instructions over the phone and were under the impression that there was nothing else that we needed to do prior to the move. We saw no need to access the portal. We learned afterwards that we could purchased full valuation coverage on the portal (However, per FMCSA guidelines, this should have been included in our quote and should not have been something that we needed to purchase separately). 

  We require a refund in the amount of $2253.24. (The amount I originally gave was incorrect, but I rechecked my records and have mailed receipts to the company as proof of value of the mattress and bed frame.) 

  In all honesty, my heart weeps for Master Movers and its employees. I weep that they believe running a business on lies and deception is okay. Unless they dramatically change the way they do business (follow FMCSA guidelines, reinstate the IN license, get rid of options A vs B and always provide standard care, and fully pursue the best interests of the customers), Master Movers is a hazard to the American consumer public. I will continue to communicate my poor experience with friends, family, coworkers, and through online reviews because I feel it is my civic duty to protect other innocent consumers from businesses like this one.

  Regards,
  
  *************************

  
  

  Business response

  08/31/2023

  The statement made by Mrs. *************** ******* is lying when they say they are licensed.Any person could call the IN **** of ******** ******************************* *************) to confirm for themself. is Not true please see the attached showing Master Movers is licensed and able to perform moves. This false statement should be removed immediately .

• Initial Complaint

  08/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved on 07/28/23. I provided a full inventory and furniture list upon my estimate request. I was underquoted by more than $700 dollars. I was charged for additional time even thought the movers arrived 1-1/2 hours late. Master Mover's tried charging me a third time and upon calling and complaining to the dispatch manager, ***, he stated they would provide an hour to make up for the other issues. This resulted in two friends who came over and myself picked the boxes and tubs off of the end of the truck and put about 25 in my front yard. We had to move all those boxes. They damaged my Sleep Number bed and tried blaming me. They said the pump didn't work, which it did. I deflated the bed for them to disassemble it which they didn't do. They moved my bed with the air mattresses inside vs. taking them out. Damaged a $4K bed and tried blaming on me. Scratched furniture from my late husband who bought it as a gift and acted like nothing. Damaged a TV speaker (actually two) which one working and the other half working. One guy was on the phone so much it was becoming uncomfortable on my dime. Compared to any other movers I've had they were so slow and milking the time. I paid 6 times the packaging cost then estimated. It took 15 calls to *** and ******* to get my receipt. This is a sham company who just makes a move worse for people when it's an already stressful time.

  Business response

  08/08/2023

  Ms. ****** spoke with an estimator on 6-26-23 at that time the estimator went over the move details with her and requested a list of all items to be move. Ms. ****** provided a list of items that she stated was all that needed to be move. Ms. ******* was given an estimate based on the information she provided with price range of $903.90 all the way to $1,153.90. for the items she listed, plus since she a total of 4 stops. The Non-Binding estimate that was provided did not include packing services or packing labor. The estimate did include 4 rolls of tape to be used around moving pads.

  
  On the day of the move, Ms. ****** was given and estimated time of arrival between 8am. -10am. Per our estimate and order for service it states this is not a guaranteed time. We did communicate to her at 9:04 a.m. that due to the rain, we might be running late and we would have the driver call her.

  
  Ms. ******* had more items to be moved then she had told us about at the time she received her quote. Her move ended up filling a 26-FT Truck and the movers made an additional trip. We explained to Ms. ******* This would require additional labor hours/ time since she had more. At the time we discussed this with her, she said she understood and agreed.      Ms. ******* complaint regarding the mover being on the phone was during the time the ******* was communicating with the office to advise us of the changes to her moved, additional items not on list, additional time would be needed, accessing packing, etc.

  To accommodate Ms. ******* we did not compensate her with 30 free minutes which she agreed to.

  
  Ms. ******* requested services regarding her sleep number bed that are clearly defined as a service that we do not perform disassemble or reassemble on. It is up to the customer to have these items ready for the mover to move. Damage to furniture, in the event accidental damage would occur on a move, we have a claims procedure in place. This is outline on the estimate and order for service as well.

  
  Regarding calls and call times, Due to the high volume of calls and assignments performed by each department and staff member, it is it hard to predict the hour in which a call will be placed to a customer we do our best to work with within time frames to satisfy all our customers.

  
  On the day of the move the sales consultant/ estimator no longer has access to the customers moving details. The only office staff that will be access is the customer service, dispatch, or a supervisor. Ms. ******* was told this on the day of the move when she kept hanging up and calling right back that ******* did not have access.

  If a customer is contacting the wrong department and leaving messages or requesting from that department services which they cannot access,  it can create a delay in response time and for this we apologize. Once a move is complete, we review the account details and paperwork and charges. Prior to closing. A receipt for services reflecting all the final charges is then ready to be sent to the customer. This can take some time review.

  
  Regarding Ms. ******* charges she did reach the $1,153.90 Then with additional time and services needed for what she would authorize us to perform came to $ ****** This brought her Total estimate to $ ******* to which she authorized and agreed to.
  The movers performed the non-binding relocation service for which Ms. ******* requested and paid for in accordance to the type of move she selected and within the defined parameters and agreements.

  
  Prior to booking, Ms. ******* received  information to sign on and access an account we created for her where she was able to review her estimate/order for service with all the information details regarding her Non- Binding estimate that include how we charge, what is include, what is not included, hourly rate, fuel, truck and travel time,  list of items she provided to us,additional services what is available and what is not.  Adding more items and additional time , Movers arrival time, payment information, claims process, as well as other information.
  Three times we text her with the log on information and emailed her just a reminder to access her account and review the details as she was communicating with us by text. On the 7-23-23 we text her and asked her if she was ready for her move or if she needed anything to call us.

  
  In closing Master Movers performed Ms. ******s move for services to which she agreed to and authorized and In compliance with the estimate order for service and contractual agreement. 

  Customer response

  08/14/2023

  They damaged my desk as you see from the desk. Also, damaged was built in light on the top that no long work. There are three of them and upon plugging them in non e of them work. Because the desk is large I was too they were taking the doors off it to get it though the front door. Some were taken off while others were not and it got damaged coming through the door. It was 10pm at night when we finished the move because they were 1-1/2 hours late. I was told sign it or I would be charged for more time (for a third time) which I wasn't going to as they were ******* out. It would have taken at least an hour to inspect all my furniture which they said we can't stay and you have to sign. Nothing was explained about this disclosure. I was told it's for wrapping up the job and that I understand everything was moved. I signed it on his ******* phone and upon asking to read what I was signing it only allowed me to sign. I was informed I could get copies of everything from corporate is false. The only thing I received after 15 plus calls (can prove via my call log) to receive a receipt only. I would like to be compensated for the damage.

  Business response

  08/16/2023

  Ms. ****** spoke with an estimator on 6-26-23 at that time the estimator went over the move details with her and Prior to booking, Ms.******, received  information to sign on and access an account we created for her where she was able to review her estimate/order for service with all the information details regarding her non-binding estimate.

  Three times we text her with the log on information and emailed her just a reminder to access her account and review the details as she was communicating with us by text. On the 7-23-23 we text her and asked her if she was ready for her move or if she needed anything to call us.

  On the day of the move, Ms. ****** was given and estimated time of arrival between 8am. -10am    Per our estimate and order for service it states this is not a guaranteed time. We did communicate to her at 9:04 a.m. that due to the rain, we might be running late and we would have the driver call her.

  The order for service / Estimate that was emailed to Ms.****** prior to booking and that she signed states the following : 
  

  STARTING TIME.
  Morning time between 7a.m. - 1p.m. we will provide a shorter courtesy window the day before your move. Please note that times are not guaranteed
  

  CLAIMS POLICY  :  
  IF you need to place a claim, you must report ALL claims,regardless of their nature, within seventy-two (72) hours. Please e-mail ****************************** At the completion of your move.

  ON THE *** OF THE MOVE : BEFORE SIGNING.
  When movers are finished " Prior, to them leaving your job, please inspect your items, check for lost or damaged and note it on paperwork where it asks if there is any damage."
  

  Ms. ******, did not notify Master Movers of any damage as outline on the estimate/ order for service, and she did not note it on the paperwork as requested at the time she inspected her items.

  On the day of the move After, the movers closed out the labor hours for total time spent on the move and payment had been collected, the ******* went over the wrap up of the move with Ms. ************************* style="font-size: 0.875rem;">The wrap up is done on our time, ***************  Her time was already closed out. So, there would be no additional time to charged to her.

  The wrap up is the time for the customer review their documents, ask questions, and inspect their items  and note on the paperwork any damage. As explained by the ******* and on the bill of lading, it states I have inspected my goods and premises, including but not limited to elevators, floors, and stairwells. There are no damages except as noted. ************* did not note any damage.  ) The cab and the back of the truck are empty and the job is complete.  The order for service and bill of lading both request that customer note any damage on the paperwork and she did not note any and  she signed that she did inspect the items for the items for damage.

  The bill of lading also states After, you have read both the front and back of the order for service. Please Sign I have read the front and back page. Ms. ****** signed and dated indicating that she had read this information as well.

  Damages were not reported by Ms. ****** to Master Movers, only to the BBB on 08-07-23 . 10 days after we completed her move, and only after, we explained her charges to her for the services we provided and that we had them billed correctly and she was not owed a refund and would not be given any additional time for free. 

  ************* Ms. ****** called two different departments on Aug 3rd and Aug 4th she left a voicemail for each department requesting a copy of her receipts be emailed to her, not one time did she mention any damages.  
  In closing Ms. ****** was emailed her paperwork. No compensation is due to Ms. ******. The account is considered closed with no additional follow needed. 

  Customer response

  08/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  

• Initial Complaint

  07/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called and got an estimate of $985 to $1045. Nothing was said about time. They came and kept talking about time. Saying they were using my time and then they would talk on the phone for several minutes. Then they said they could not move everything. I gave them $1100 cash. They only took half a load of large items and leaving more than half my things. They spent most of their time talking to Benthe supervisor. I begged this man to finish the job but they would not. I want to add that the movers themselves were great. They were just doing what *** told them to do. I had to get someone to finish the job. It cost me an addional $800.becauze it was a late call on a weekend with no appointment. I have an antique chest I had just had refinished. It cost $1900. and was flawless. The made scratch marks and a scraps and chips on it to the point it will have to be refinished costing me $500. Several things were broken also. I feel a full refund would be more than fair;

  Business response

  07/20/2023

  Ms. Dxxxx Bxxxx called our office on June 7th and spoke with the moving consultant she provided a list of items and received a quote based on list of items she gave, 3 -movers for her size job  and the hourly rate for labor time , travel time,truck, and fuel. The consultant went over the estimate with her and the price range of $ 948.20- $1286.20  was given depending on number of labor hours used.
  

  She did not have the funds available to leave a deposit to secure her date at that time, due to only getting a monthly check. The supervisor gave the approval to let her reserve her date and postpone paying the deposit until she had the funds on June 21st
  

  On the 23rd of June Ms. ***** Bxxxx paid her deposit and again the consultant went over the estimate with her to make sure she understood the estimate including rates and charges. She said the amount Is fine.
  

  On June 26th  Ms. ***** Bxxxx called the moving consultant and wanted to add to her estimate 2 packing labor hours,  plus packing for Tvs and tape required for the move, since she was not all packed. The consultant then provided a new estimate of cost $ ******* since she was requesting the additional services. She repeated cost to the moving consultant and said that would be fine.
  

  On June 30th the day of Ms. ***** Bxxxx move, she told the ******* she only had $ **** Not enough to cover the cost of the move as estimated. Then she said she give them $ **** Still not enough to cover the estimated services inclusive of the additional services she requested for packing.
  Ms. ***** Bxxxx, then requested to have a friend put the remaining charges on their card. Which, we were not able to do as her friend was not on the contract and was not able to be present with their card and sign authorizing charges.
  

  *** the supervisor explained this to Ms. ***** Bxxxx, at which point she became upset and decide to call *** a swear word. The movers did perform a partial move for her for the amount of time that she had the funds to purchase.Upon arrival at the destination, she wanted movers to spend additional time organizing her home for which she could not pay for the additional time.
  

  Master Movers had already given her two hours at no charge while we waited at the pick-up for her to figure out how she was going to pay.
  It should also be noted  Ms. ***** Bxxxx, had access to her account and through her emails to view the estimate details including all charges that had been explained and discussed with her prior to booking and at time of booking as well as when she called to order additional services. Additionally on the day of the move she signed paperwork that the once again detailed the charges and hourly rates which she authorized.
  

  Regarding damage. If a customer has damage, they just need to contact our office. We have a process in place as outline in our paperwork.
  

  Regarding a refund there is no basis to issue a refund.
  
  

  
  

• Initial Complaint

  01/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Master Movers picked up our items in ******, ******* on 20Jun2022 and delivered to **********, **** on 12Jul2022 (master movers work order ******). Our items sustained significant damage from the movers and we notified them within the 72 hours time frame per the agreement. We submitted the proper claim forms to Master Movers on 19Sep2022 with confirmation of receipt and that they were entering the information into the claim system. The total claim was approximately $26,000 in damage. I have requested update on my claim 13Dec2022, 15Dec2022, 20Dec2022 and 02Jan2022 with no response. I have also called numerous times without anyone answering the phone at any time of normal business hours.

  Business response

  01/06/2023

  Dear Mr. **************************** Is no longer your account manager. ******** is over your account. We are sorry for the processing is moving slowly. it looks you submitted several amended claims, this coupled with the holiday seasons has delayed the process. Please be sure to check your email you will be receiving important information regarding your claim along with the contact information for ********. We appreciate your Patience. 

   

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ************** Date of Transaction: 08/08/2022 Payment Made: $1190.00 Master Movers **** of ******* 09/20/2022 Payment Made: $1436.41 Amount still due : $1436.42 Promised delivery date: 10/19/2022 Business agreement made: Move my 2 bedroom apartment goods from ******, ** to ***********, ** Order No: ****** Dispute Reasoning: To start with I used a broker (Atlantic Movers) to organize my move and how I ended up with Master Movers. The broker originally quoted $3270.43 based on the initial review of my inventory. On 09/20 the day of pickup, the movers did a walk around my move and immediately said this is more than what the broker quoted and the revised estimate would be ~******* (this is including the partial packaging when they given initially). As there is no option for cancellation since the broker fees ($1190) is non refundable with no choice I agreed with the move.Note: The movers said broker quote will always be wrong and we need to always add 25%-40% cubic feet or add 25%-40% in our final invoice which I was surprised to hear as I thought my initial estimate is higher with buffers.Then after reading through the contract and final invoice, I shocked to see ~$480 of partial packaging is added which is already included in my original estimate. Spoke to Master Movers and they accepted their fault and reduced just ~$200 not sure about ~$280 which I am still requesting. (Refer supporting documents)Now the delivery is getting delayed, they saying even though their site says ~***** business days it will be delayed because they need to find a route in that path. The compensation I am requesting from them based on their site - https://www.1mastermovers.com/long-distance-presentation/1. Price per CuFT is $4.00 whereas they charged $4.75 - 550*4.75 =****** - (550*4 = ****) = $412.5 2. $280 of partial packaging amount 3. Compensation If the goods not delivered on 10/19 per promise Total Refund - $692.5 + delayed compensation beyond 10/19/22

  Business response

  10/19/2022

  Master Movers Response to Complaint ID of ********

  
  I am sorry to hear you were not 100 % Satisfied with your move.
  **************************, when you booked your move, you did book the services through a broker Axxxxxx Mxxxxx, with whom you provided the information and coordinated details of the move. You selected and set-up a Non-Express move with the broker. The broker provided you with an Estimated time of delivery, not a guaranteed delivery. The brokers paperwork, just like Master Movers states up to 30 business days from 1st available date for delivery.
  The broker contacted Master Movers and offered the job to us. Master Movers considered and accepted the job based on all the information provided to us by the broker and through details that you had coordinated with the broker, including A Non- Express move.
  A review of your moving documents shows you agreed to,signed for and paid for a Non -Express Move.
  The Non- Express move is a great option for customers who would like to save money and are flexible on the delivery date.
  A Non-Express Move has a delivery window of 1 to 30 business days, with time starting from the customers first available date to accept delivery and the following requirements need to be met Before, we can activate your delivery.
  We do require A response to the questions asked on the delivery date confirmation (These are important details related specifically to your delivery) and that you have met and you are current on required payment amounts. Any delay by the customer can delay delivery.

  On September 20th, 2022 we arrived at **************************.home with the movers and a truck.
  Upon arrival the ******* reported to dispatch that after walking through Mr. ******************************** residence, the actual Cu Ft /Volume Space reservation exceeded the space reservation/ volume / Cu.ft, from which the original estimate was provided.
  

  Master Movers discussed with Mr. ************************** and Provided a Revised written non-Binding estimate to reflect the estimated Cu.Ft/ volume (space reservation required to perform the move) along with cost and additionally the packing service and packing materials used to which they Mr. ************************** agreed and signed for.

  A copy of the charges was emailed to Mr. **************************.Charges were reviewed and applied accordingly to reflect discounts, adjustments and agreed upon rates. Mr. **************************. Was charged $4.75 Per cu.ft Per the Contractual agreement he signed with the Broker And Master Movers.

  
  Master Movers is compliant with all terms and conditions of contractual agreement including 30 business days from 1st available date. Mr. **************************,household goods are in transit to him at this time. There Is no basis for compensation or Refund.
  

   

  Customer response

  10/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Thank you for the prompt response, Please find below the reason on why I am not fully satisfied with your response.
  
  1. Agreed, I did booked this via Atlantic Movers Broker and until the day of pickup I don't it is Master Movers who will be performing this. My question based on various complaints and reviews by other customers against master movers what action was taken to ensure the quote from Broker is doable by Master Movers. Because, the movers who came to my home on the day of pickup said Brokers will be always wrong and we have only 7 days to cancel our agreement with broker. I assume you might have got this job after i signed up with broker, within that 7days why not someone from Master movers walked into my home and didn't provided an actuals. Because if it was done on the day of move, we left with no option rather than accepting because 30% amount we already paid and its non-refundable. No one will have choice rather than accepting with pain. 
  
  2. 30-business day delivery is inaccurate - As per the Master Movers Company Website (https://www.1mastermovers.com/long-distance-presentation/) or the Bill it was clearly mentioned as below. I don't know why 30-business day delivery was mentioned in your response. Also I did confirmed with my ************************************** and email for the same is already attached. Since it was a day delayed in delivery I should be paid per diem of $30.00 (as mentioned in the bill).
  
  Delivery options
  1. Non express (by default ) a minimum of 10 to 21 business days  starting from the first available date for delivery, but can take more time
  2. Express delivery 1-5 days must be requested as part of your charges (Additional Fees Apply)
  3. Direct delivery 1-2 days must be requested as part of your charges (Additional Fees Apply)
  * Option 2,3 available to limited States
  
  3. Partial Packaging Amount refund - After the loading is done, i did received the final invoice from ************************************** and it came up with an additional $480.00 as partial packaging. I immediately called ***, requested him to explain him breakup. He said those are all for Packing tape and Moving Pads. I then opened the contract explained him that I established those with Atlantic Movers Brokers and showed him those are all already covered, which he accepted as a fault saying it is covered as part of the estimate and then said will send me the revised invoice. The revised estimate I got removed only $200.00 and I am still following up with the refund of $280.00. Per the contract I shouldn't be charged for this which *** agreed and removed $200 and all that is reflected in the final invoice however why he hasn't refunded the $280.00 is still a question. 
  

  Note: The goods are delivered to me 10/20, since the Movers said I have to pay the amount first then only they said will unload the truck. So again I left with no option of paying whatever is pending as I already don't have stuff for a month and don't want to further delay until this amount is refunded. This doesn't mean I have closed the job, i yet to receive my $280.00.
  
  As a whole, Masters Movers should refund me $280.00 (partial packaging) + $30.00 (delivery delay) = $310.00

  Note: I already attached the email conversations with ***, Master Movers Final Invoice (with $200 removed), Atlantic Movers Contract while filing the initial complaint. Please take a look.

   
  Regards,
  
  *****************************************

  
  

  Business response

  10/21/2022

  Response to Complaint ID of ******************* Rxxxxxxxxx,

  
  Master Movers considered and accepted the job based on all the information and details provided to us by the broker Axxxxxx Mxxxxx, with whom Mr. ************************** provided the details and coordinated the move.

  
  Mr. **************************  agreed to and with all the information provided by the broker Axxxxxx Mxxxxx . including, but not limited to estimate,details, conditions, and terms. He signed with and paid a deposit to the broker Axxxxxx Mxxxxx

  Please see the estimate sent to **************************  by the broker Axxxxxx Mxxxxx, to which both parties had a mutual written agreement. Which Mr. **************************  signed.

  
  NOTICE AND WAIVERS: In accordance with 49 CFR 375.401(a)(2) and 49 CFR 371.113(c)(1), customer agrees to waive a physical survey in-home estimate of the household goods and alternatively agrees to receive a non-physical survey based written e-mail generated Binding Estimate based upon the customer provided item list of property to be transported and services ordered

  Mr. ************************** , Waived a visual inspection being performed prior to his pick-up date.
  

  Regarding the 30 %  Mr. **************************  paid, again these are conditions and terms that Mr. ************************** Agreed to with the broker Axxxxxx Mxxxxx  and have nothing to do Master Movers.

  Mr. ********** Rxxxxxxxxx had the opportunity on the day of the move when Master Movers arrived and the ******* performed the walk through prior to loading, To decline the services and the revised written estimate for actual cu.ft / space reservation required and packing necessary to perform the job and work directly with his broker from that point, as Master Movers would have walked away from the job. Mr. ********** Rxxxxxxxxx made a personal choice to proceed with the move.

  30 Business days is accurate.- this is what the website says.
  1. Non express (by default ) a minimum of 10 to 21 business days  starting from the first available date for delivery, but can take more time
  The paperwork provided to you by broker Axxxxxx Mxxxxx , which you signed states.

  ESTIMATED PICK UP AND DELIVERY SCHEDULE: Pickup and delivery dates are not guaranteed unless the optional ************************** (P.G.S.) is purchased. Standard Service (S.S.) period is up to 30 business days, not including storage time, beginning on the first date indicated as available for delivery (not the date of pickup). The date indicated as 1st available for delivery is first date of the delivery window and not the promised delivery date.

  The contractual agreement you signed with Master Movers states a period of up to 30 business days from first available date as well. You spoke with ******** who explained all this to you.

  You were provided with an estimated time of delivery this is not a guaranteed time since you did not request or pay for express delivery. Master Movers did delivery your household items within the timeframe of the contractual agreement. No compensation is due to you for delay in delivery as no delay in the delivery occurred.

  Partial packing supplies, you were charged accordingly for packing material and labor used that you signed for and authorized. the final charge of $ 280 Is what you owe after, Master Movers deducted          $ 200 from your packing bill as this tape was inclusive from the estimate provided to you by the broker. No promise was made by Master Movers to waive, deduct off, or refund the $ 280 that you owe.
  

  Master Movers respects a customer choice to use the services of a broker. But, can not control the terms, conditions and services that the customer entered into with the broker.
  In conclusion Master Movers is complaint with contractual agreement and no refund or compensation is due or will be paid.

   

   

   

   

• Initial Complaint

  08/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We entered into a contract with ******************* with Master Movers being the actual moving carrier on or about 6/10/22. We were told that they would pick up the items in ******* on 7/1/22 with a delivery date within 14 days. After numerous emails and phone calls with both Master Movers and *******************, we STILL do not have our belongings. We have been without clothes, shoes, furniture... everything for over **************************************************************************************************************************** a Uhaul ourselves.

  Business response

  09/09/2022

  Master Movers Response to case ID ******** - ***************************. 

   

  Dear Mr. ****** Sxxxxxx,

  I am sorry to hear you were not 100 % Satisfied with your move.

  Mr. ****** Sxxxxxx, When you booked your move, you did book the services through a broker Exxxxx Mxxxxx Gxxxx, with whom you provided the information and coordinated details of the move. You selected and set-up a Non-Express move with the broker. The broker provided you with an estimated  time of delivery, not a guaranteed delivery **********.

  The broker contacted Master Movers and offered the job to us. Master Movers considered and accepted the job based on all the information provided to us by the broker and through details that you had coordinated with the broker, including A Non- Express move.

  A review of your moving documents shows you agreed to, signed for and paid for a Non -Express Move.

  The Non- Express move is a great option for customers who would like to save money and are flexible on the delivery date.

  A Non-Express Move has a delivery window of 1 to 30 business days, with time starting from the customers first available date to accept delivery And the following requirements need to be met Before, we can activate your delivery.

  We do require A response to the questions asked on the delivery date confirmation (These are important details related specifically to your delivery) and that you have met and you are current on required payment amounts. 

   A delay in completing the requirements can have an impact on the delivery window.

  In the event that you have met all requirements and your household goods arrived outside of the timeline of our contractual agreement, terms and conditions with you, we do have a compensation process. You would just need to contact our office for details. 

  Respectfully, 

  Master Movers. 

  Customer service ************ Ext # ****

  Supervisor ******** - ************ EXT # ****

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired ******* *********************** for our move. They hired Master Movers, LLC to move our household goods from ******** to *********. Master Movers lost around $2,500 worth of items and damaged a large picture frame, large wing chair and all 10 or our storage boxes. We have tried to contact them for the claim paperwork and reimbursement but have not received any communication via email and/or phone. They haven't moved forward with the claim and have stopped responding to all attempts at resolution. We are asking for full reimbursement for lost goods and repair reimbursement for damaged goods. The list of lost goods includes a Play Station 4, 2 play station games, play station controller, Staub dutch oven, ******* frying pan and lid, *************************** dutch oven, various kitchen utensils and towels.

  Business response

  01/11/2022

  I am sorry to hear you have not been able to reach our agent in ********. Please contact Master Movers Office at ************ EXT# **** Or Ext # ****

  Customer response

  01/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I called the company multiple times with no answer. They are offering us $0.60 per pound of missing goods. This was NOT in the original contract. We are seeking full refund for all missing items and reimbursement for damaged goods. 
  
  Regards,
  
  ***********************
  

  Business response

  01/18/2022

  Dear **************, 

  If you requested, purchased and signed for full value replacement insurance, You will need to contact movinginsurnace.com directly to process your claim. 

  Customer response

  01/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Master Movers says one thing over the phone and then says something else entirely via email. Their communication is inconsistent and professionalism is lacking. I was even told not to feel threatened by their employees because my husband is in the military and can protect me. 
  
  Regards,
  
  ***********************
  

  Business response

  01/21/2022

  Dear **************************, 
  

  If you requested, purchased and signed for full value replacement insurance, you will need to contact ***************.com directly to process your claim. 

  Customer response

  01/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  They have stopped responding to phone calls and emails. I was told one thing over the phone and then something else via email. They are inconsistent in their communication. 
  
  Regards,
  
  ***********************
  

  Business response

  02/11/2022

   Dear **************, 
  

  Please check your moving documents.  If you requested, purchased and signed for full value replacement insurance, You will need to contact movinginsurnace.com directly to process your claim.

   If you selected and signed for basic limited liability valuation coverage provided free of charge with the Maximum Liability rate of .60 cents per LB., per article.

   You will need to contact The Master Movers at ************* EXT # ****   Or Ext # ****   Monday - Friday 8:00 am- **** pm. 

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩