Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/06/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 19, 2024 Master Movers packed items we were going to ship from ******, ******* to *******, ********. We were assured that all items, including glassware, artwork, and sculptures would be packed so well that they would arrive in ******** undamaged. We were told that it would be perfectly fine to ship the boxes ourselves via **** We paid $621.25 for 6 boxes of different sizes with various items in each. Two sculptures arrived broken and glass on a painting was shattered. We were guaranteed by Master Movers that fine art and sculptures would be packed impeccably and would be able to be shipped without damage, as they are experienced in doing so. We had total trust in the company, particularly because they have received excellent customer reviews,

  

  Business Response

  Date: 05/06/2024

  Dear ***** - 
  
  Thank you for reaching out to us regarding your recent experience with our packing service. We understand your frustration and disappointment with the items arriving broken despite our efforts to ensure their safety during transit.
  
  We sincerely apologize for any inconvenience this has caused you. As you are aware, our company takes great pride in providing quality service, and we are deeply troubled to learn of any instance where our standards have not been met.
  
  Regarding your request for reimbursement, we must clarify our position. While we take responsibility for packing the items, we are not liable for damages that occur during transit, because the shipping was arranged through a third-party carrier ****** We empathize with your situation and recognize the importance of proper handling during transportation. However, without additional valuation coverage or insurance purchased through **** the responsibility for any damages incurred during transit falls outside of our scope.
  
  In an effort to find a resolution, we extended a goodwill gesture of $500, which exceeds what is typically offered in such cases. We hoped this would help alleviate some of the inconvenience you experienced. With that gesture, we required a non-disparagement agreement, not to silence you but to protect our company's reputation from any potential harm resulting from negative publicity. We assure you that this was not meant to diminish your concerns but rather to find a mutually beneficial solution.
  
  We regret that our offer did not meet your expectations. As a result, we will now involve our third-party claim service to assess the situation and determine the appropriate course of action moving forward. They will handle the remainder of the process, and we will fully cooperate to ensure a fair and timely resolution.
  
  Once again, we apologize for any inconvenience this has caused and appreciate your understanding as we work to address this matter.

  Customer Answer

  Date: 05/06/2024

   
  Complaint: 21667767
  
  I am rejecting this response because: We accept that you want to involve a third party to evaluate our claim request. Irregardless of how the items were shipped, or whether they were or were not insured, the fine art items were poorly packed and totally inadequate for any kind of shipping. We hired Master Movers specifically because of their reputation to pack fine art, and their word that the items would be packed impeccably for shipping. I brought the fine art painting to replace the glass at *******'s today, as they would be the most reasonable in terms of cost. It was determined that not only was the glass shattered, but the frame was broken (which is written in the work order for you to review), and is being replaced. The total comes to $257 for that. Plus, I spent one hour there getting this taken care of. Our request to have the $500 reimbursed, plus $500 for our time and emotional upset, plus the $257, is not unreasonable. As stated, we would agree to state that Master Movers did a fine job packing all items except for the fine art, and that this could have been an unusual occurrence for the company. Perhaps you can create a statement that would be more acceptable to you regarding this unfortunate situation. Honestly, we're not folks that like/want to post negative comments; in fact, we prefer to say good things about our experiences with customer service and companies that provide good service. However, we feel that potential customers should be aware of our experience, as we don't want them to have to deal with what we have had to. It's exhausting. 
  
  Sincerely,
  *************************

• Initial Complaint

  Date:05/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Friday, 5/19 AM MASTER MOVERS was making a delivery/pickup from my neighbors house. I noticed when MM truck was trying to back into job site (****************, *******) they were having difficulty. I saw them try to drive up onto my property. I walked over and asked them to stop. (It was obvious driver did NOT know how to back the truck, and partner was unable to appropriately direct.)I agreed to allow them to move 2-3 sections of telephone pole border to give them a few more inches, but firmly advised them that they were NOT to encroach onto my property when leaving. When leaving they deliberately and maliciously drove up and through my new landscape. Their actions were directly witnessed by two neighbors. Upon addressing the matter with homeowner who contracted them, he eventually agreed to contact MM. that was Saturday, 5/20. They were to contact us. Monday afternoon I finally called but had to leave a voice message. No reply. Tuesday I called again and spoke w ****. He seemed familiar with my situation. I asked to speak with ***********************, owner. Was told he was not available. I advised **** that I needed to speak with him before the end of the day and was told someone would call me back. Further, I advised him that I was going to file a police report for damages but would delay until the end of the day, if I received a return call. Still nothing. This afternoon I called again. Had to leave a voicemail. No call. The situation is frustrating and completely avoidable but for the intentional actions of MM employees and unwillingness to contact me. Thank you. (Video available.)

  

  Business Response

  Date: 06/02/2023

  Hi there, 
  
  
  We want to first start off with apologizing for the damages to your lawn that occurred during the recent move we conducted for your neighbor. We understand your frustrations for the lack of contact from our company. There is a damage claim process that has to go through review before we can conduct any repairs. We did make contact with you, have someone come out to assess the damage, and have already contacted a landscaping company that will come out to repair the damaged lawn. We do thank you for your patience with ** and hope we can turn your experience with our company into a better one. 
  
  
  Sincerly, 
  Master Movers

  Customer Answer

  Date: 06/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************