Master Movers Moving & Storage

Business reply on Google

Thank you for your feedback — we’re sorry your experience wasn’t as smooth as we aim for. Our crew did bring power tools but didn’t have the right bit for your furniture, that required added time. We’re reviewing this so we can better prepare on future jobs. We also regret any confusion around existing scratches and when the paperwork gets completed — our goal is clear communication throughout every move. We take concerns about breaks seriously and want to be fair and transparent with all customers. We’d welcome the chance to go over the details with you directly so we can address any discrepancies and make it right. Please reach out to our office when you’re ready — we appreciate the opportunity to improve and earn your trust. — Master Movers Moving & Storage

Business reply on Google

We do not have any customer by your name or your girlfriend Del Evanston (name purposely edited for privacy). We have messaged with your girlfriend and she knows the name of the moving company is not our name. PLEASE, YOU ARE TRYING TO REVIEW MASTER MOVING.. see www.master-moving.com They are out of Tarzana, CA USDOT 3674099 ... Can you please acknowledge that WE are NOT the mover that your girlfriend hired? We are Master MOVERS Moving & Storage Interstate Agent for Wheaton Worldwide Van Lines USDOT# 70719 which will be located on her Bill of Lading (paperwork for her shipment). This other company PER USDOT: Physical Address= 6117 RESEDA BL STE 205, TARZANA, CA 91335 Phone= (747) 494-7832 operates as "Master Moving" Several of their customers have contacted us and they realize we are not the same. We understand you likely have your hands full helping with your girlfriend's move. If there is anything we can do to help you find some resolution to your beef with the other moving company, please call us at 503/762-1288 and we promise not to hang up on you as they did. Others should be made aware this is happening with that company, but we are a different company.

Business reply on Google

Thank you for taking the time to share your experience with us. We sincerely apologize for any inconvenience or frustration you may have experienced during your move. We understand how important it is for our customers to have a smooth and stress-free moving process, and we regret that we did not meet your expectations. Regarding the issue with your couch, unfortunately, due to the specific layout of your apartment, it was not possible to maneuver the couch inside without causing damage. Its length exceeded the available space, and we always prioritize the safety of our customers' property as well as the integrity of their homes. We were working within a budget and were able to get all goods to your new residence. Although the crew wished there were enough time to distribute all items where you wanted them, the added walk ate up the too much of the time to keep on budget. In regards to the breaks taken during the move, we want to clarify that all rest breaks were properly accounted for on the billing form provided to your caseworker. We understand that it may seem as if more breaks were taken, but it's important to note that the nature of our work involves carefully padding and sec

Business reply on Google

Oh my gosh Laurie, I am sorry you feel you did not have a great experience. The crew is instructed to go over the paperwork with you at the Origin upon arrival. I will get the crew more training on this, as we have not heard that previously. If you can let us know which part of the instructions you feel was missed so we can focus on that portion in training. We are always in the office between 8-6 M-Sa for any additional details you would be able to furnish. When scheduling we do go over our hourly rates and the drive time charges (as per Oregon Department of Transportation) which is based on your zip code at each location. Some companies do not charge drive time yet they have increased hourly charges on their state filed tariff. There should be no charge for wardrobes that we retain at the end of the move, please contact our office if the wardrobe charges reflect differently so we can get the charges adjusted and send refund(s) to the agency/agencies. We never want to overcharge! Please, please do not hesitate to contact our office!! We look forward to hearing from you. We do hope your new location is working out for you and wish you well. I would love to help navigate any post mo

Business reply on Google

We were deeply sorry to read your negative review. We apologize for any inconvenience or distress that you experienced during your move with us in 2016. However, we want to clarify that we were unaware of any damages to your goods during the move until your review, as the inventory check off did not indicate any discrepancies. Had the office been made aware of any damages within a reasonable time after delivery, we would have been better able to address any issues promptly and ensure your satisfaction. While we take full responsibility for any damages caused during the move, damage to the exterior of the box would normally be noted at delivery when checking off the inventory. We do acknowledge that sometimes damages to the interior of the box may not be visible at that time. We want to assure you that our current policy is to suggest that any priceless or irreplaceable items be crated with a third-party crating service to provide the best protection during the move. We have made significant changes to our policies, training, and crew over the past six years to ensure that we provide the highest quality moving services to our customers. Had the office been notified of furniture dama

Business reply on Google

It is our utmost regret when things aren’t 100% what our customers want. Please reach back out to our office if you think there is a way we can help.

Business reply on Google

Dear Michealyn - When we first read this review we were very surprised and immediately investigated your concerns. At first, we thought maybe you had us confused with someone else because of the compliments you shared and the cash tips you gave to our movers that day. It's even our understanding a job offer was extended by you to our workers. All that to say, we are very sorry you are not happy. It's always our goal to work hard and to please the parties moving. We realize moving can be a stressful time. Just so you know - We thoroughly check the background of all our employees - with most having been with us for many years. This is the first time we've ever had a complaint like yours. As you know your move was a little more complex with payment from different parties (we believe it was your Mom that paid for part of the move), and the fact when our team arrived to move you as scheduled, you weren't quite ready. Many boxes were partially packed or overstuffed and not sealed - we had to work with the preparations as best we could and experienced some delays because of it. We feel we did the best we could under the circumstances. We wish you the best in your new residence and in all

Business reply on Google

Dear Fae Y., Oh my goodness! I am so sorry for your unsatisfactory experience! We are focusing on providing more training on awareness and customer perspective for our crews. We always want our customers to have great encounters with everyone at Master Movers. It has been some time since we have had report of such an incident, and I truly appreciate your help in bringing this to our attention! Please rest assured that there is no way we, as a company that takes pride in our service, will overlook this incident. We will contact you shortly to discuss the problem and work out credit details. I want you to know we are committed to doing whatever is necessary to avoid similar incidents in the future. We never want you, or any of our customers, to feel uncomfortable for any reason with our crews, our staff or our practices. I can only hope that with an open and honest conversation, we can regain your lost trust. Regardless, rest assured we are providing more guidance and training for our crews and are constantly working to improve our services. Again, please accept my sincerest apology. Humbly and with appreciation, Karen Rivelli Owner, Master Movers