Mark the Mover, Inc.

We appreciate that the customer took time to express his opinion about the moving services that were provided. As always we are glad to be able to present a response that will afford the public a better understanding of the customer’s grievance. As a legally licensed and state approved household goods mover, our company operates within specific rules, regulations and laws which among other things define the rates and fees that we charge. Nothing out of the ordinary was billed to the customer’s account, the charges were straightforward, transparent and no extraneous fees were assessed. The time charge from our facility to a customer’s residence and return to our warehouse is called travel time. It is an industry standard and is necessary to cover the costs incurred traveling to the job and returning to our office. This is spelled out in the documentation that the customer receives. We do encourage customers to read the paperwork that they are provided. Also all fees are typically discussed during the point of sale telephone conversation, and we encourage customers to read the Movers Guide that we provide. We believe that a well informed customer will better understand all that their move entails and will eliminate any misunderstanding that may occur.

Thank you from all of us, and for taking the time to say so!

Thanks so much from all of us!

Mark the Mover regrets anytime a customer expresses dissatisfaction. We want to thank this customer for taking time to share her feedback. We sincerely apologize for the less than satisfactory experience she had with our moving services. It should be noted that transit related damage is an inherent part of the moving business. It happens even with the best movers. The customer’s claim that our movers are unskilled and incompetent is not accurate. Our movers are properly trained and experienced. Both movers in this crew are valued employees, have numerous years of experience and have been with the company for over ten years. Unfortunately damage can happen and when it does the best measure of a moving company is how a customer is treated when an issue occurs.The customer submitted a claim on the day of her move. The only issue that she reported was damage to an entertainment center. Mark the Mover promptly responded to this concern. After filing her claim she raised issues about T.V. screens being yanked off the wall and the disassembly of her bed. We respectfully disagree about her characterization on these two matters. We found that the entertainment center is made of particle board which is inherently weak and not meant for transport. The customer signed a binding contractual agreement which exempts Mark the Mover from liability related to handling and moving particle board. She also signed a damage contract. Her selection of coverage limits her claim to no more than $48.00. The customer claimed that her entertainment center was valued at $600.00. Even though she did not provide documentation that would support her claim we accepted her statement. Despite our mutually agreed to contract that relieves us of liability from particle board damage and our contract that limits a claim to $48.00, we offered to provide the customer with a $300.00 check. We believe that this is a generous offer and shows that Mark the Mover takes our customer’s concerns seriously and that we always go above and beyond in providing service to our customers.