ComplaintsforM & D Pro Movers LLC

• Initial Complaint

  06/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We contracted MD Pro Movers to move us from a small studio in ******* to **. Our contact, ********************* gave us a phone estimate of $2,200 for 243 cubic feet and sold us a $750 **************************** promising delivery within 3-4 days. He assured us that if our items were picked up on 6/20, delivery would be no later than 6/24, which was crucial for my job. On 6/10, we agreed to pay a $350 deposit via credit card, but the company charged $371. They also insisted on cash, check, money order, or Zelle for subsequent payments, limiting recourse for disputes.On 6/14, **** from the company confirmed we had a June 20 pickup. Despite reassurances, communication issues began immediately. She failed to confirm the arrival time on 6/19 as promised. On 6/20, after waiting since 9 AM, the movers arrived at 9:30 PM due to a claimed medical emergency. Roughly 12 hours late. The company failed to communicate to us early on that there was a medical emergency that would delay our move.Upon arrival, they claimed our items exceeded the estimate, increasing the cost significantly to over $4,400, including a $75 hidden fee for walking distance. They hurriedly had me sign contracts at 1:30 AM and demanded 70% of the new balance via Zelle, which was placed on hold given the large sum of $2609. Obviously, we couldnt resolve this at 2:00 in the morning.On 6/ 21, we resolved the payment issue & **** assured us our items would be loaded that day. However, by 6/24, there was no word on delivery despite our best efforts to reach out. Repeated inquiries were met with vague responses, indicating the driver would call 24 hours in advance. As of 6/29, we have no information on the location or delivery date of our possessions.The companys shady business practices and complete failure to communicate have caused a great deal of distress and financial harm. I strongly believe their accreditation should be revoked and investigated.I also plan to file a federal complaint with the ****

  

  Business response

  07/18/2024

  **************

   

   I deeply apologize for all your stress and miscommunication, and or any confusion, rest assure we are very transparent with any and all charges added to the customers bill, attached you will find for your review your signed estimate provided to you by the sales representative and also your Bill of lading provided by the ******* when he arrives at your home on the date of pickup. all our contracts provide all charges that can occur. as for the *** service you paid for and we did not uphold the date for delivery as per our contract we would have to reimburse you the amount of $750 dollars you paid for. which we have done so. However we try to deliver everyone in a timely manner and we understand you have received your items . again we truly apologize for any inconvenience this caused,   

   

  Warm Regards 

  M & D Pro Movers LLC

  Customer response

  07/30/2024

   
  Complaint: 21921543
  
  I am rejecting this response because the business did not deliver on its promises. Additionally, they told me over the phone that they are a carrier not a broker: this turned out to be a complete falsehood. My items were delivered by a third party company not affiliated with MD pro movers at all. This is a violation of state and potentially federal law. People deserve to know this and this company should no longer be better business bureau accredited.
  
  Sincerely,
  
  *********************

  

  Business response

  08/07/2024

  Dear *******************
  
  Thank you for sharing your concerns with us. We are truly sorry to hear about your negative experience with our moving services. We take your feedback seriously and we sincerely apologize for any inconvenience or disappointment this situation has caused.
  
  We understand the importance of transparency and honesty in our services, and we regret that there was a misunderstanding regarding our status as a carrier versus a broker. Regarding the delivery of your items by a third-party company in your signed bill of lading and in our Motor Carrier Tariff it legally states we reserve the right to haul your items with a third party hauling company. If you would like I can highlight this section and send it to you for your reference. Regarding the Broker Vs Carrier in the ***** Safer Web you can enter our DOT # ******* and see for yourself that we are in fact a carrier only. nd not a broker.
  
  
  We appreciate your candor and assure you that we will take the necessary steps to address the issues raised. If you have any further details or would like to discuss this matter further, please do not hesitate to reach out to us directly at ************.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  M & D Pro Movers
  
  

  Customer response

  08/07/2024

  This business should not be BBB accredited. If you look into their reviews on yelp, you will get a true story of how they conduct themselves. This well crafted message they are sending me here is diametrically opposed to my own experience as well as the experience of many other customers. The reviews they have on ****** are very obviously fake. I am in the process of reporting them to the best of my ability to the office of the florida attorney general and FMCSA. 

  That said, I cannot accept their responses because of how terribly they have treated me. I strongly urge you guys to remove their BBB accreditation and closely examine the reviews on your own website to determine whether these were generated by real customers or by fake reviewers. 

  Customer response

  08/07/2024

   
  Complaint: 21921543
  
  I am rejecting this response because:

  This business should not be BBB accredited. If you look into their reviews on yelp, you will get a true story of how they conduct themselves. This well crafted message they are sending me here is diametrically opposed to my own experience as well as the experience of many other customers. The reviews they have on ****** are very obviously fake. I am in the process of reporting them to the best of my ability to the office of the florida attorney general and FMCSA. 

  That said, I cannot accept their responses because of how terribly they have treated me. I strongly urge you guys to remove their BBB accreditation and closely examine the reviews on your own website to determine whether these were generated by real customers or by fake reviewers.
  

  
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  M & D Pro Movers through Deceit, Fraud and hostage tactics demanded $8,460 or $1,960 over the $6,500 Binding Moving Estimate and only picked up/shipped 75% of items. An itemized list with all sizes/dimensions was provided to movers prior to Binding Moving Estimate yet they underestimated volume by over 25%. I have been Overcharge $1,200 at the point of pick-up, Overcharged $800 at delivery and approximately 25-26% of items (based on cubic feet) to be shipped were not shipped. Many items delivered have been damaged and/or destroyed and components to assemble furniture are missing/lost. Movers guaranteed a non-shared truck that would pick up, transport and deliver items without unloading/reloading truck, yet once truck was loaded they transferred inventory to a different truck at a warehouse. Movers denied me the opportunity to purchase additional insurance coverage, damaged thousands of dollars of items (at replacement cost) and then informed me that any items they did not pack personally would not be eligible for damage claims. Movers informed me that the form labeled Binding Moving Estimate is not binding on them.

  

  Business response

  07/18/2024

  I apologize for the negative experience you have encountered with M & D Pro Movers. Your detailed account of the situation is concerning, and I understand your frustration regarding your concerns.
  
  be advised on the contract you signed and is attached it states our rights in handling and transporting of your items to and from and also by another carrier service.

  we sincerely apologize for the damages that occurred and for any missing items. I understand you were given our claims form so we can reimburse you for the inconvenience based on the valuation selection you have chosen which i again have attached and provided for you to review.

  furthermore **************** we sincerely apologize for the inconvenience, please take the time to print out the attached forms and read them thoroughly as it has all our policies and also the valuation selection form you choose and signed upon pickup of your items.

  we strive at all pickup to be very transparent and only proceed with the move if and only if the customer agrees with the ******* onsite once he has done that the ******* is advised to contact the office in which he will repeat to the office with the customer in sight that he wishes to continue with the move and is aware of all charges. which again **************** you signed off on the Bill of Lading.

  However we apologize for the process being frustrating and can rest assure that our claims department will handle any refund according to the valuation you selected.

  Respectfully

  M & D Pro Movers LLC

   

  Customer response

  07/23/2024

   
  Complaint: 21837569
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  07/23/2024

  The response does not address the majority of the issues. It does not address the Duress,the potential Wire Fraud, the Holding of Household items Hostage, the threats,the intimidation, the charging of 31% over the original quote which is beyond the Federally allowed increases. The response is not of an honest and trustworthy company.
  I was supplied 2 documents by M & D Pro Movers.
  Binding Moving Estimate
  Interstate Bill of Lading Contract
  The Binding Moving Estimate was given to me via the Internet (Wire) and I was given time to read the document, understand the document and ask questions about the document. I was informed by your company representative ***************** that is was 100% binding, that everything on it would be adhered to and as long as I did not make changes to the listed inventory items, dates or locations the quote/charges would not change and that if I needed to cancel for any reason there would be a full refund as long as the cancellation was given a minimum of 3 days in advance.
  The Interstate Bill of Lading Contract was handed to me on the day of the move. I noticed it was completely different than anything I had seen before. I also noticed the guaranteed items of performance had been stripped out. When presented with the new document I started to read it at which point the Mover informed me that I needed to sign the document immediately or they would begin charging me Wait Time or they would leave, not perform the move and I would lose my $1,000 deposit. I attempted to call M & D Pro Movers but as it was a Saturday nobody answered the telephones. These threats were extremely stressful and the duress was intentional and uncalled for. I tried to talk and reason with the mover but he kept insisting I sign the document. I signed the document feeling I had no other option. I then walked the movers around the house to show them everything that was supposed to be moved. He informed me of the total allowed cubic feet of space, we went out to the 26-foot truck and he showed me the total volume that was allowed. I asked the Mover if everything I had showed him would fit, he assured me it would, he said it would be close but everything should fit. The movers then began loading the truck. After a considerable number of items were loaded the Mover in charge started looking at my bedroom furniture and he started taking pictures and calling somebody. He then called me into the bedroom and stated there would be an additional charge for oversized furniture, an additional charge of $1,200. I told him that I have supplied the exact sized in writing to the company representative *****************. I told him that not only did I given him the sizes in writing but when verbally reviewing the supplied Inventory list of items and sizes I told ***************** the bedroom furniture was huge and had been assured everything was OK. The Mover informed me that Dispatch had instructed him to do the upcharge. At this point I asked the Mover to give me the name and telephone number of Dispatchas their Corporate M & D Pro Movers corporate office was closed for the weekend. He refused to give me the Dispatch contact information, so I asked him to call Dispatch on his telephone and let me talk to them. He again refused to allow me to have any conversation or contact with Dispatch I said it was unfair and dishonest to charge me extra for items I had fully disclosed the size of. At this poi9nt the Mover again threatened me saying if I did not agree to the $1,200 upcharge, they would leave the bedroom furniture.Originally, we paid approximately $****** for the bedroom set and it was by far the most expensive possession we owned, I did not feel I had any options at this point, threatened and intimidated I did finally agree. The next thing that happened was the Mover approached me and stated the total cubic feet of volume had been reached and I needed to make a decision of if they should continue or stop. He stated my new price if they put all of the items included on my supplied inventory list were loaded my price would increase from the $6,500 quote to over $******, plus the charges for oversized items and he stated I needed to pay them over $6,000 cash, immediately. I informed him my initial quote stated the cash required at pickup was supposed to be 50%. The mover informed me that if I did not pay 70% of the total they would hold my household items (Hold the hostage) in a warehouse until the 70% was paid in full. At this point I was in a panic and extremely stressed as I had read in multiple reviews when M & D Pro Movers unloaded items into a warehouse the damage and lost items was excessive, so under duress I once again agreed and went to an *** machine to get more money. At this point, I had taken the maximum allowed out of the *** machine and could not afford to have the balance of my items loaded. Once the household items arrived in ******, the movers informed my wife that they were not allowed to enter the neighborhood with their 18-******* truck. We were in shock, the Binding Moving Estimate specifically stated M & D Pro Movers would not use a shared truck and in numerous emails and telephone conversations with the company representative *****************, he stated the same truck that did the pickup would transport and deliver in ******. The truck that picked up the items was a 26-foot delivery truck that was allowed in the neighborhood, but 18-******* semi-trailer trucks were not. This was the first indication that they had unloaded at a warehouse and reloaded into a different truck. The driver/mover stated he needed to either drop the items at a warehouse where we would be required to hire somebody else or they would rent a 26-foot delivery truck and it would cost an additional $800 and the household possessions would be held hostage until payment in full was received.
  As the Interstate Bill of Lading Contract was signed and initialed by my wife and myself only after repeated threats, intimidation, holding our possessions hostage in and under extreme duress I do not believe it is a viable contract.The only contract that is valid is the Binding Moving Estimate and the following items in this complaint will be related to this valid agreement.
  There are 4 main components to the complaint to be addressed:
  Over charges,
  Unassembled furniture due to missing/lost parts,
  Unshipped items, and lastly
  Damaged Goods.
  Over charges The $1,200 charge for oversized items should never have been charged. The items in question are the master bedroom furniture. Prior to getting the Binding quote, I supplied M & D Pro Movers with the exact sizes of the furniture on a complete Inventory list. Not only did I supply them with the sizes in writing I stressed to ***************** the huge massive sizes of the items on the telephone when he was developing the quote. As the sizes with given in writing and verbally and he never indicated any additional charges for their size this was obviously intentional deceit and fraud. As any good, reputable company would stand behind their employees, product and services there should be a complete refund of this up charge. The $800 additional charge on delivery was due to changing trucks which ***************** stated in the Binding Moving Estimate that a shared truck would not be used. Additionally, ***************** stated in emails that the same truck would pick up, transport and deliver in ****** and ***************** stated repeatedly in recorded telephone conversations the same unshared truck would be used throughout the move. As this additional cost as incurred by M & D Pro Movers not adhering to, honoring their contract any and all costs associated to the rental truck should be paid for my M & D Pro Movers.
  
  Unassembled furniture due to missing/lost parts At this point we have not fully unpacked all items. The main item we have discovered at this point is the King-Sized ****** Bed has not been re-assembled, even though we paid for it to be re-assembled. There are custom made/machined parts they movers lost, and the metal canopy has been damaged. We would entertain 2 options to rectify this issue: Option 1, M & D can send repair people to fabricate the parts that are missing and grind down the scrapes and gouges in the metal canopy, repaint the canopy, then re-assemble or Option 2, we will undertake this task, I estimate the complete restoration to be in the $1,000 - $1,500 range for material and external labor. $1,250 would be the average and acceptable for this item.
  
  Unshipped items Approximately 25% of the items by volume included on the Inventory List that I supplied to M & D Pro Movers prior to signing the Binding Moving Estimate were not shipped. All items and sizes were supplied and your representative ***************** kept insisting the estimated volume he used was more than adequate for all items on my Inventory List. As all sizes and items were included and he obviously did not utilize the list supplied. I know M & D Movers as a reputable and honest shipping company would want to rectify the situation. Additionally, as M & D Movers has so little regard for the property of others, I do not think it wise to utilize your company to complete the move. The only costing information I have for a Kissimmee, ******* to ****,****** move on an unshared truck is $6,500 I believe this is a good amount to settle for on this item.
  
  Damaged Goods - The total list/value of damaged goods has not been completed yet. I did look at the company M & D Movers hired and I even created an account with them. I did not finish the claim, as I was working on it I decided to look at the company a little closer. I see that they are paid by M & D Movers and kept on retainer. They are in M & D Movers employ. They are beholden to you. Their stated reason to collect payments from you is that they reduce your cost, they reduce amounts paid for claims. I really did not see anything that indicated they were or would be impartial. I did not see any statement that they would be honest and treat all parties fairly. I need to discuss utilizing them with an attorney before proceeding with them. As your representative ***************** refused to allow me to purchase the additional valuation coverage, stating that as the truck would not be shared and the items would not be unloaded and re-loaded into a different truck there was no need for the additional coverage.The 60 cents per pound is a joke, there were antiques that were destroyed,there were cherish memories that were destroyed. How do you put a value on a Wedding gift of an 8-place setting of exquisite China that was purchased in ****** and hand carried ****** miles by my wifes deceased Father? A set that only 1 plate survived the move? As a guess, I believe I will end up going to litigation on these items as the 60 cents per pound will not begin to compensate for the loss.
  To sum it up,
  Over charges - $2,000 expected return,
  Unassembled furniture due to missing/lost parts - $1,250 expected compensation,
  Unshipped items - $6,500 expected compensation
  Damaged Goods Unknown at this point
  Total for this portion $9,750 and does include property damage.

  

  Business response

  08/06/2024

  Good ************************************** are very sorry for your damages and advise you to view the claim valuation you selected and go through the proper channels to file a claim. in regards to the space you took on the truck and agreed on a recorded line to have my guys continue and you signed the paperwork agreeing in which i have submitted. again i am very sorry for your frustration but we at M & D Pro Movers always get permission from the customer before any charges are assessed. However we are very sorry for any frustration or misunderstanding occurred.

  Customer response

  08/07/2024

   
  Complaint: 21837569
  
  I am rejecting this response because:

  Sadly, once again Pro Movers does not respond to or offer reimbursement for the $2,000 taken illegally from my wife and I through deceit, intimidation, duress and threats.

  Pro Movers does not respond to the overcharging to an extent beyond the legal maximum allowed over the initial quote.

  Pro Movers incorrectly states I have chosen to utilize their damage claims company, I have not.

  Pro Movers actions have risen to a level of both civil and criminal illegality.
  

  All demanded signatures on secondary paperwork were given after the threat of the loss of the $1,000 deposit and holding a substantial amount of household items hostage.
  
  Sincerely,
  
  *************************

  

  Business response

  08/07/2024

  Dear *************************
  
  We are deeply sorry to hear about your continued dissatisfaction with our services and the unfortunate circumstances surrounding your recent moving experience. We sincerely apologize for any distress or inconvenience caused by the issues you have raised.
  
  We take your concerns seriously and understand the gravity of the situation you have described. Rest assured,we have reviewed your contract several times and have gone over it with you as well via phone, regarding the charges for your bulky items and material you used, and the shuttle due to the area in which you reside the truck was unable to enter your home to deliver your items so we had to shuttle them to your home all of the charges are stated in Section D of the bill of lading.

  Regarding the financial matters you have mentioned, we assure you that we will look into the alleged discrepancies in charging and handle the issue of overcharging according to legal regulations and guidelines. We take any claims of deceit, intimidation, duress, or threats very seriously and will investigate these allegations with the utmost urgency.

  Please keep in mind that all charges you acquired is written in the bill of lading and signed by you, transparencies is and will always be our number one priority with all our customers and we are very sorry you think otherwise, 
  
  It appears there may have been misunderstanding or miscommunication regarding the utilization of our damage claims company, and we apologize for any confusion in this matter.please keep in mind that our claims handles all our claims based on the valuation selection you choose and signed off on and they payout based on that choice you choose.
  
  Thank you for bringing these matters to our attention, and we appreciate your patience as we work towards resolving these issues.
  
  Sincerely,
  

  M & D Pro Movers LLC

  Customer response

  08/07/2024

   
  Complaint: 21837569
  
  I am rejecting this response because:

  If only your statements were true and honest. You have recorded telephone conversations between ***************** and me. You know I was promised that the same truck would pick up, drive and deliver the goods to **** and that it was written in the Binding estimate. The $800 upcharge was due to you switching trucks which you were not supposed to do.

  If you listened to the recorded conversations between ***************** and me you would know I stressed the large sizes of the bedroom furniture and if you looked at his emails you would know I sent an itemized list of all items with their sizes. The $1,200 an upcharge for sizes that I have pre-notified your company of.

  If you read my complaints, you would know that I was not given a choice on signing the paper forced on me the day of the move, if I did not sign it I was told I would lose the $1,000 deposit and all of the items already loaded would be held hostage.

  Sadly, your company operates in a realm outside of decency and legal constraints.

  
  Sincerely,
  
  *************************

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 28th, M&D pro movers picked up my belongings. They were hours late. When they arrived they began to load my stuff into their truck when they got about half of my couch in the moving truck they told me I ran out of room. I had given my sales lady exact measurements of most of my belongings to insure my space usage was correct. After loading half of my stuff into the moving truck I was told either I would have to pay 4200 dollars in total instead of the 1200 I had left to pay after my deposit. I obviously was in shock. So my first response was too have them unload my stuff and I would hire a U-Haul when I had said this the moving guys then told me I would need to pay them 150 per mover per hour. Which would have resulted in 900 dollars plus lose my deposit of 500. This was not an option for us because we wouldnt have enough money to go and then purchase a U-Haul for another 2300 dollars. I was very disappointed with how I have been treated I settled with ***** for 2500 more dollars because I had no other choice . Which is almost double my original estimate. They take my stuff. The movers also left off a few things on my inventory list they eventually added it his handwriting was horrendous so I hope everything is on there now . I was told in email that they would accommodate my delivery time frame. Which was may 1st-3rd. It is now may 13th. I was just told my stuff was not loaded onto the truck and they have no clue when my stuff will even come. I had been sent nasty text messages when I try to call. My calls are ignored unless I call off of another phone number as well by this sales person. This business has been nothing but unprofessional towards me and has lied about pricing not changing. My delivery time frame. And I cannot get any actual answers from anyone. All I get told is they will call. But they never do. As of may 13th I still do not have my stuff or any actual answer as to when I might.

  

  Business response

  06/11/2024

  Dear [Customer's Name],
  
  I am truly sorry to hear about the difficulties you have encountered with your recent move handled by us. Your feedback is incredibly valuable, and I want to assure you that I am here to assist you in addressing these issues promptly.
  
  I understand the frustration and stress that must have resulted from the last-minute changes to the moving estimates, the unexpected additional costs, and the delay in the delivery of your belongings which I understand have already been delivered,. It is clear that the level of service provided by us M&D Pro Movers fell short of your expectations, and for that, I sincerely apologize.
  

  Please note that everything done with our company is always verified and agreed upon by the customer prior to our guys continuing to proceed with the move. as you can see by the bill of lading that you sign, also has our delivery policy and time frame as well, Again we apologize for the late response to this complaint and hope you have received all your belongings.
  
  Thank you for bringing this to our attention. I appreciate your patience and understanding.
  Warm regards,
  
  M & D Pro Movers

  
  

  Customer response

  06/11/2024

   
  Complaint: 21704922
  
  I am rejecting this response because:
  The movers put most of my stuff on the truck and then proceeded to tell me then it would cost way more . And gave me the option of one them taking my stuff off the truck and me losing my deposit and also paying them 150 per mover per hour which would have totaled ***** dollars with my deposit. I dont feel like thats a fair option given if they knew it would not all fit this should have been discussed with me prior to loading up the truck. Also I was lied too multiple times in phone calls that you guys do not sell out my order . The people who arrived to deliver my stuff told me they do not work for you. The only reason I picked this company was because I was told on multiple occasions that you guys do not sell my order. Which was completely dishonest. I also when I received my belongings there were multiple cockroaches all over the truck and with my stuff my brand new house now has cockroaches in it . And I had to pay out of my own pocket for pest treatment. I also found cockroach droppings in all of my bins covering all of my belongings. I also did not receive some of my items that I paid to have moved . A lot of my stuff was broken. I also and in your contract says that it is a full professional move which included them reassembling basic furniture which also did not happen . And when asked they explained that they do not work for you and cant do it . I feel as if I paid for these services and it was not included . They also did not bring up any of my belongings up the stairs we had to do that even though the contract I signed had that included on it . These are things I paid for and I didnt receive . 
  Sincerely,
  
  *********************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On December 12, 2023, M & D Pro Movers, LLC relocated me from ************, **. to Astoria, **. During the move, my 55 inch TV was damaged. I filed a claim with the ***************** and they eventually settled my case for $80.00. Per the *****************, once my claim was settled, it was up to M & D Pro Movers, LLC to actually issue my check. They have been giving me the runaround since, and as of today, March 13, 2024, I still have not received my check. When i call the office, I'm told that the billing department is not available and no one can assist me at the moment. No one is returning any of my calls either.

  

  Business response

  03/13/2024

  Dear *******************
  
  I apologize for any inconvenience you may have experienced in the process of receiving your settlement check. I understand the frustration this delay has caused and want to assure you that we take your concerns very seriously.
  
  I have personally looked into this matter, and can confirm that your settlement check for the amount of $80.00 was mailed out to your address on file. However, it appears that there may have been an issue with the delivery or processing of the check.
  
  To rectify this situation as quickly as possible, and per our conversation, I have initiated a stop payment on the original check and will issue a new one, which will be sent to your address immediately. Additionally, I will personally monitor the progress of this transaction to ensure that the check reaches you without further delay.
  
  I regret any inconvenience this may have caused, and I genuinely appreciate your patience and understanding as we work to resolve this issue. If you have any further questions or concerns, please feel free to reach out to me directly at ************
  
  Thank you for bringing this to our attention, and I hope to restore your trust in our services.
  
  

  Customer response

  03/13/2024

   
  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,
  
  *******************

• Initial Complaint

  01/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/06/23 we contracted with ***** Movers to move our belongings from ******* to *******. We paid a $600.00 deposit. The contract, move number *******, states that we have 2 days to cancel the contract and receive a full refund. We notified ***** on 12/08/23 that we would like to cancel. We were told that the refund would take 5-7 days to be credited back to our account. We have not received it to date. We have called several times and have been told to "wait until Friday". The salesman, ***********************, gave us his direct number to call anytime. Now when we call, it goes to someone else. ***** has done very little to help us. We are asking for a full refund of $600.00.

  

  Business response

  02/06/2024

  Dear *************
  
  Thank you for reaching out to us regarding your cancellation request and refund status. We apologize for any inconvenience you have experienced during this process.
  
  We take customer satisfaction very seriously, and we understand the frustration you must be feeling. Rest assured, we will investigate the matter immediately and work to expedite the refund process. Your refund of $600.00 should have been processed according to the terms of our contract, and we are committed to resolving this issue promptly.
  
  We will ensure that our team addresses your concerns and that you receive the full refund owed to you as soon as possible. Please accept our sincerest apologies for the inconvenience and thank you for bringing this to our attention.
  
  If you have any further questions or if there's anything else we can do to assist you, please do not hesitate to reach out.
  
  Sincerely,
  Selene
  M & D Pro Movers

  Customer response

  02/07/2024

   
  Complaint: 21140786
  
  I am rejecting this response because ample time has passed for your "investigation". We were told our money would be refunded in 5-7 days. It has now been over two months. You recognize that you owe us $600.00. Simply return our $600.00 to us as required by contract. We will not let this drop. We will continue to call and write complaints until our money is returned.
  
  Sincerely,
  
  *******************

  

  Business response

  03/25/2024

   I have had my secretary speak to this customer several times and mailed out a check to him already I will further look into this matter and personally see that a check mailed out to him once we make sure the last one wasnt deposited
  

  Customer response

  03/28/2024

   
  Complaint: 21140786
  
  I am rejecting this response because: everything that was said in their response is untrue. M & D has never returned any of our calls. We have called 6-7 times in the month of March alone. Each time we have called it has gone to voice mail except one. That call was made from our granddaughter's phone and we spoke to **** who stated the refund was issued to our credit card and was now "out of our hands". It seems that our numbers have been flagged and goes to voice mail. I believe that M & D are ignoring us and plan to keep our money. They now say they have sent us a check. We have not received it and we doubt that the check was ever sent. M & D can stop payment on the "lost" check and reissue it. What M & D has done to us may not be criminal, but it is certainly unethical.
  
  Sincerely,
  
  *******************

  

  Business response

  04/02/2024

  .Dear *************************
  
  I appreciate your feedback regarding the recent communication regarding your account dispute with M & D. I sincerely apologize for any discrepancies or misunderstandings in our previous correspondence, and I understand your frustrations and concerns.
  
  I want to assure you that addressing your situation is our top priority, and I am committed to resolving this matter swiftly and effectively. Please be assured that we take your feedback seriously, and I will personally investigate the issues you have raised with our team.
  
  I am deeply sorry to hear about the challenges you have faced in reaching us and the lack of response you have encountered. This is not reflective of the level of service we aim to provide, and I will ensure that your concerns are addressed promptly.
  
  Regarding the refund process, I will work closely with our team to verify the status of the refund and the issuance of the check as mentioned. If the check has indeed not been received or if there are any further discrepancies, we will take immediate steps to rectify the situation, including stopping payment on the check and reissuing it.
  
  I understand your disappointment and frustration, and I want to assure you that we are dedicated to upholding the highest ethical standards in our dealings with customers. We value your trust in us and are committed to restoring your confidence in our services.
  
  Please rest assured that I will personally oversee the resolution of this matter and keep you informed every step of the way. Your satisfaction and peace of mind are of utmost importance to us, and I am here to assist you in any way I can.
  
  Thank you for bringing these issues to our attention, and I appreciate your patience as we work to address them promptly and effectively.
  
  Warm regards,

  M & D Pro Movers LLC

  Customer response

  04/03/2024

   
  Complaint: 21140786
  
  I am rejecting this response because: although it was a very nice response we don't believe a word. As we read the response, we were very happy with what was said but the writer failed to leave a name or a number that the writer can be reached. It does not seem that M & D really want to settle this. They want to keep OUR money. It has been 4 months of waiting for OUR refund after telling us it would be 5-7 days. The investigation continues. Our phones have been tagged by M & D so that our calls go straight to voice mail. We have to use other people's phones to talk to someone. The response is always the same, we are investigating it. I have some questions I would like answered. I doubt that M & D will answer any of them.

  1. When will your investigation be complete?

  2. When your investigation is complete, how long before OUR refund will be issued?

  3. We have been told OUR refund would be through our credit card, but now you are talking about issuing a check. Which is it?

  4. Who is this mystery writer who has made all the promises?

  5. What is the contact information for the mystery writer?

  M & D has proven to be untrustworthy. We have been told many untruths from M & D. M & D has had ample time to return OUR money. We will not drop this matter. The $600.00 is not your money. It is OUR money. Please refund OUR money immediately.

   

  Sincerely,
  
  *******************

  Customer response

  04/10/2024

  More In
  M & D Pro Movers LLC 
  From:*************************************
  To:***************
  
  Wed, Apr 10 at 12:17 PM
  
  
  Dear *************,
  
  I hope this email finds you well. I wanted to provide you with a quick update regarding your refund request. Unfortunately, our payment processor experienced some issues which caused a delay in processing your refund.
  
  I want to assure you that we are actively working to resolve this matter, and I am pleased to inform you that we will have your refund processed and issued to you by Monday. Additionally, we will be sending you an email containing the receipt confirming the refund transaction.
  
  I apologize for any inconvenience this delay may have caused you, and I appreciate your understanding and patience as we work to expedite the refund process.
  
  Thank you for your cooperation, and please feel free to reach out to me if you have any questions or require further assistance.
  
  Best regards,
  M & D PRO MOVERS LLC
  
  formation...

  Customer response

  04/10/2024

  Please note that we do not accept their latest communication. In it they promised to issue a check and provide verification that the check has been sent by Monday April 15th. They have made promises for the last 5 months but have not made good on any of them. I received a telephone call from **** this morning stating the same thing that was in the email received today. This is the first time M & D has reached out to us concerning our refund. We will not consider this matter closed until their check clears or the $600.00 is credited back to our credit card. 

  Thank you,

  **** and *********************

  

  Business response

  04/11/2024

  I am so surprised that this is still ongoing and not resolved. I have spoken to my team and they have stated that they were having issues with our processor allowing refunds to a prior payment and this will not be resolved till monday. I have reached out to ************* and advised him that come monday morning i will personally send out the refund and also send him verification via email. We will make sure this gets resolved.

  Customer response

  04/11/2024

   
  Complaint: 21140786
  
  I am rejecting this response because: M & D have proven to be untrustworthy. They have made many promises the last 5 months. Until the check clears, we will not believe a word they say. They say they will refund us and send verification of refund on Monday. We shall see.

  
  *******************

  

  Business response

  04/25/2024

   Just an update on this case , I personally called the customer and offered to send him the money zelle. He stated he does not have a zelle or cash app, so I went ahead and took a picture of the check we mailed out to him  so he could make a mobile deposit. this is all as well in a text to him.

  
  

  Thank you
  

  Customer response

  04/28/2024

   
  Complaint: 21140786
  
  I am rejecting this response because: we have not received the check. Once received and the check clears, we will be satisified.
  
  Sincerely,
  
  *******************

  

  Business response

  04/29/2024

  *************

   I have sent you a picture of the check where you are able to mobile deposit this, I also have tried to Zelle or Cash App the funds to you to get it to you faster, However unfortunately you did not have any of those means, the check has been mailed but please feel free to mobile deposit the check as well, 

   

  Thank you

  M & D Pro Movers LLC

  Customer response

  04/29/2024

   
  Complaint: 21140786
  
  I am rejecting this response because: we have not received the check. When the check clears we will be satisfied. Please be patient with us as we were patient with you for the last 5 months.
  
  Sincerely,
  
  *******************

  Customer response

  04/30/2024

  I do not want this complaint closed. I did respond to the last correspondence from M & D. Please check the history of this complaint. All M & D has to do is stop payment on this check and 5 months of waiting will be wasted. We'll have to start this process all over. We checked the mail today and the check has not arrived. I can't be certain is was mailed. Please review the history and you will see that M & D have misrepresented the facts time and time again. They have a contractual obligation to issue us a refund. 

  Thank you,

  **** and *********************

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called for a quote and spoke to ********************* and was quoted $1,500 for my TOTAL move with no hidden fees he simply told me he wasnt trying to hassle me. The movers come to pick up all my stuff did not give me any notice and when they would show up I had to call my self 3x they come and told me they had up to 30day to deliver my things from ******* to ************ I spoke to ***** before hand and he told me if the movers came Dec 5th to ******* my things would be in ************ that following Monday THE LINES ARE RECORDED. But that was a LIE. He never once was told that I would have to pay an additional $750 to be a VIP to get my things there less than seven days. I took an additional two weeks off to get my things there by Monday and when the movers come to pick up he stated that they would not be there so I had to take $750 out of my own pocket and pay the expedited fee. And then spoke to ********* which she said there was nothing she can do until she reviewed the tapes. Its been one week and still tapes have not been reviewed. The drivers did make it here on Monday with the exception of me paying the 750 additional from the ****. The whole company is a scam and a lie. No one has any communication, ***** guided me terribly and lied the whole time. ********* has no idea what shes doing and cant even give me her bosses number. It all has to go through her. I want my $750 back on top of that the movers called me when they got into ************ 30 minutes before they showed up when they were supposed to give me a 24 hour advance notice. Horrible horrible experience Employees even told me the company has a whole is terrible and people complain all the time with the lack of communication I travel and move all the time as well as I have friends I would never ever recommend. The only thing they be going from them is there employee ***** he was the ONLY help.

  

  Business response

  12/19/2023

  Dear *****************

   

  I'm truly sorry to hear about your experience with our moving service. We strive to provide transparent and reliable service and its clear that we fell short of your expectations, I completely understand your frustration and want  to assure you that we take your feedback very seriously.

  Per our conversation I tried to clarify some of your concerns by allowing you to hear the conversation between yourself and the representative. As I explained in our conversations we offer our PGS *************************** as an option for customers to CHOOSE its not a mandatory payment of $750 dollars you have to pay it is a choice you make if you want your item's delivered on a specific date that we must abide by or your compensated the full payment of $750 dollars, You requested to obtain this service and we delivered on the date you specified. Are sales representative can only provide you with an estimate of delivery which He explained can be delivered within 3-7 days on average,  you where Picked up on 12/06/2023 and delivered 12/11/2023 per your request however as you can see we still where in the range our sales representative told you over the phone of 3-7 days on average. 

  We have explained everything to you in detail however if you need further explanation and copies of your signed contract I will be more than happy to assist you in that, I can be reached at *************

  Warm Regards

  Selene

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company to help me move out of state. Initial quote was $1800, by time they got to my new home it was up to $5,973. The man who set up everything, *******, did not informed me that Ill be charged for stairs when he was informed that it was a 2 floor townhome. I was charge for wrapping up a dresser mirror which I was not told to do. It took them 2 weeks for me to get my stuff. Half the bins and boxes were damaged, my generator is broken, missing 3 ladders and ********** which includes the trimmer, garden shovels, hose. As well as damage file cabinet. They also left 2 flat screen tvs behind.

  

  Business response

  12/29/2023

  Dear ******************

   

  I'm sorry to hear about the negative experience you had with your move. I understand your frustration, and it's definitely important to address these issues. Our company takes these matters seriously, and we have a dedicated claims department to handle situations like this.
  
  To start the process of addressing your concerns and seeking resolution for the damages and missing items, I recommend filing a formal claim with our claims department. You can do this by contacting our customer service team at ************ so they can provide you with the appropriate forms and instructions for initiating a claim.
  
  Our claims department will thoroughly review your claim, including the issues with the initial quote, unexpected charges, delays, and the damaged or missing items. They will work to provide a fair and equitable resolution for the issues you've experienced.
  
  If you need any assistance with the claims process or have any further questions, please don't hesitate to reach out. We are committed to addressing your concerns and providing a satisfactory resolution. Thank you for bringing this to our attention, and we appreciate your patience as we work to resolve these matters.

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Extreme disrespect and disappointment. Salesman ******* called me several times to offer the service by stating they are BBB and Angies list certified. I paid $700 for a deposit with a substantial discount of thousands of dollars that showed be in the original estimate as if they were giving me a deal. What made me felt even more confident is that his literal words were that if we have more items than quoted he would work with me on the price in the same way he had discounted it for my commitment. He got my business as he commuted that I would be called 2 days in advance before the pick up and that I will for sure have my stuff move from my ************ to the ** house between the 23 and the 24 of October. The 17th the truck showed up frantically with no window of advise as they claimed they did call me the day before. No one had the courtesy to text or leave a voicemail. As they show up suddenly with us completely unprepared I told them I will be packing while they load the truck. In the loading I was made aware I had more stuff than we anticipated which I found ok as again I wasnt made aware of them coming that day and I didnt have an exact count of boxes as I was still packing. They kept making me aware of the over quantity with no estimate whatsoever I was just asked to sign. I did not see a problem at that time as per my conversation with ******* he assured me they will work out with me with the same criteria as it was done at the beginning. In sum at the end:1) total was $15k plus ( 5 times over) with only double the amount of boxes. Simple math says my quote was $3700 if I duplicate that I pay around $7200 plus minus 2) I had to pay cash no option for cards which I wasnt aware of 3) My stuff from ********** went back down to ************** when ******* assured me it wont have to come back down south 4) its the 27th as I am filing this complaint and I still have not received anything and no one can give me a courtesy call with a follow up and a date

  

  Business response

  10/30/2023

  Dear Mr ******************************* apologize for the inconvenience and disappointment you have experienced with our services. It is never our intention to cause any frustration or confusion during the moving process. 
  
  I understand that there were miscommunications regarding the logistics and additional charges. While we did explain all the charges and extra costs to you, it seems that there may have been a breakdown in communication. I apologize for any misunderstanding on our part. 
  
  I want to assure you that we take your concerns seriously, and we are committed to resolving this issue for you. I Have personally look into the matter and investigated what went wrong with the  pick-up, the unexpected increase in quantity, and the misplacement of your belongings.
  
  Regarding the total cost, I understand that it significantly exceeded the original estimate. Please know that we strive to provide accurate estimates based on the information provided by our customers. However, unforeseen circumstances and changes in inventory can result in adjustments to the final pricing. In reviewing the additional charges thoroughly we determined know errors were made.
  
  In regards to payment options, I apologize if you were not informed about the cash-only requirement. We do offer various payment methods to accommodate our customers, and I apologize for any inconvenience this may have caused you.
  
  I empathize with your frustration regarding the delay in receiving your belongings. Our team worked diligently to ensure a prompt delivery of your items to your TN house as of current 10/30/2023 you have been delivered.
  
  Once again, I apologize for the inconvenience and disappointment you have experienced. We value your feedback and are committed to resolving this matter to your satisfaction. Please feel free to reach out to me directly at ************ if you would like to discuss this further or if there is anything else I can assist you with.
  
  Sincerely,
  Selene
  Customer Service Representative

  Customer response

  10/30/2023

   
  Complaint: 20792540
  
  I am rejecting this response because:
  
  Empathy is the least I have received from you since our first interaction. Your late apologies dont do anything for me. 
  After being robbed $15400 from your company I have thousands of dollars in damaged items in addition to having lost a week of work because of your week delay. 
  I want to reiterate in writing throughout this formal complaint platform that I was never made aware of the increment in price up to the moment were the truck was fully loaded with all my house in it and from there I was asked to either pay or ************* would be taken to your warehouse and storage fees will be added until the payment of 70% of the total is made.  That is by far the most unethical practice of business I have ever experienced in my life. Last, your contract says that the truck should give me 3 day window before they arrived. You guys never did, no text no voice mails I ever received from you. The truck just showed up and from there I was rushed to be put in the situation a was at the end. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  08/18/2023 Please, I need help, I paid this company to make my move and it's been more than 1 month I didn't receive anything, they don't call me, I've tried everything to get in touch with them and no one answers me! As I have already searched on the internet, it seems that it is a fraudulent company, I need my things, please help me!

  

  Business response

  10/02/2023

  Dear Mr/***************

  I recently received your complaint regarding the delay in receiving your belongings after hiring our company for your move. I apologize for any inconvenience or distress this situation *** have caused you.
  
  Firstly, I would like to assure you that we take customer satisfaction very seriously, and it is our utmost priority to address and resolve any concerns promptly. However, after thoroughly investigating your case, I discovered some important information that *** shed light on the situation.
  
  It appears that there *** have been a miscommunication between you and your spouse regarding the status of your move. According to our records, delivery of your belongings was scheduled on 9/09/2023 per *************** request, but upon attempting contact to deliver she requested more time, we only have received responses from your spouse indicating that the delivery was no longer needed and she requested additional storage. We regret any confusion caused by this misunderstanding.
  
  Nonetheless, I completely understand your frustration and the urgency to receive your belonging, Additionally, I want to assure you that our company operates legally and ethically, and we are committed to providing reliable and trustworthy services. We value our customers and strive to maintain a positive reputation in the industry. If you have any further concerns or questions, please do not hesitate to reach out to our dedicated representative assigned to your case.

  Once again, I apologize for the inconvenience you have experienced, and I assure you that we are committed to resolving this matter promptly and to your satisfaction. Thank you for bringing this to my attention, and we appreciate your patience and understanding.
  
  Warm regards,

  M & D Pro Movers LLC

  Customer response

  10/02/2023

   
  Complaint: 20656915
  
  I am rejecting this response because:

  First of all thank you for the answer, but unfortunately your company responded only after I triggered BBB Serving Southeast ******* & ************* Complaint, but that's okay! A person from a company G&M Relocation LLC called me, and if we found to *****************, but unfortunately he didn't want to show my things, he wanted me to pay first and then show it, and after searching the ****** and Yelp review, I certainly wasn't going to make payment until I showed my things! So, it didn't make sense for me to pay before seeing my things! And in the end it was like this, I need your company to try to help me solve this problem since you want to solve my problem! Therefore, I look forward to hearing from you! But put yourself in my place, how am I going to pay if I can't see things in the warehouse, such a simple thing to see and see that everything is and pay and withdraw things! Thank you for Understanding 
  
  Sincerely,
  
  *************

  

  Business response

  10/04/2023

  Good Morning Mr/***************

  Thank you for your response and for bringing your concerns to my attention. I understand your frustration and the need for reassurance before proceeding with any payment. I apologize for any confusion or inconvenience caused by the previous communication. However per our policy and the contract states in bold black letters: PAYMENT IN FULL OF THE ***** CHARGES IS REQUIRED BEFORE THE DELIVERY TRUCK IS OPENED AND BEFORE UNLOADING. I have provided the contract you signed for you to view, *************** we have been trying to reach you all day today as well as *************** and also G & M has tried as well and neither of you have answered or responded to any of our calls so that we are able to rectify this situation. Please call us immediately at ************. so we can all get a better understanding. 

   

  Thank You

   

  Customer response

  10/04/2023

   
  Complaint: 20656915
  
  I am rejecting this response because:
  First of all, I'm sorry, but we were in the hospital all day because our son didn't do well the night before, so we couldn't answer the call if anyone, anyway, I would like to make it very clear, and solve it in the best possible way, but I will be very clear, I will only pay as soon as I receive the goods, otherwise I will give up and lose all my things with you! Due to every review I saw on ****** and Yelp after all this problem happened! So feel free, you guys too! Therefore, I kindly ask that you have more to lose than we do, so we will solve this problem in a fair and coherent way to receive my goods and pay at the time of receipt! Thank you for your attention
  Sincerely,
  
  *************

  Customer response

  10/12/2023

  Please see attached and help me get my stuff , please! I don't want not to pay, I will definitely pay the difference, I've already paid ***** but this company is scamming everyone as it was for me too, look at the reviews of ****** and Yelp! There are all customers complaining, please check once in the reviews and help me solve it as best as possible for both sides! I just didn't want to pay and not receive the goods or receive everything broken! Please, I look forward to your reply! Thank you very much

  Customer response

  10/12/2023

  Please see attached and help me get my stuff , please! I don't want not to pay, I will definitely pay the difference, I've already paid ***** but this company is scamming everyone as it was for me too, look at the reviews of ****** and Yelp! There are all customers complaining, please check once in the reviews and help me solve it as best as possible for both sides! I just didn't want to pay and not receive the goods or receive everything broken! Please, I look forward to your reply! Thank you very much

• Initial Complaint

  08/25/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company moved my furniture and belongings from ********** ** to ************* ****. 67% of belongings are damaged, broken and several items are missing. I have proof of all of my damaged/ broken items. Im missing pillows/cushions to my new sofa , missing a farmhouse bookcase and 2 wicker lawn chairs. I have damaged antique pot belly stove cant be replaced. Missing 6 handbags that were taken out of pillow cases I had them protected in. Pillowcases are there. Box was retained as someone opened box with box cutter. Handbags are not ( Coach, **************, *********************). I watched the movers wrap and tape my white bookcase and load it on the truck . My solid wood headboard is damaged . Absolutely unacceptable with the way my things were handled. Supposed to have been delivered 7/7/23 didnt receive until 8/14/23. Was lied to multiple times regarding my delivery. Again UNACCEPTABLE!! I have pictures of all damaged items

  

  Business response

  09/11/2023

  Dear *****.
  
  Thank you for reaching out to us and bringing this matter to our attention. We deeply apologize for the inconvenience and frustration you have experienced with your recent move from **********, ** to *************, ****. We understand how important it is to have your belongings arrive in good condition and we sincerely apologize for any damages or missing items.
  
  We take such complaints very seriously and we would like to assure you that we are committed to resolving this issue and making it right for you. I will have our warehouse manager look for your missing itmes, However Shortly you will receive an email with our claims form with all the instructions to file a claim for those damages and missing items. 

  Again, we sincerely apologize for the inconvenience caused and appreciate your patience and understanding as we look into this matter. We value your feedback and are committed to improving our services based on customer experiences.
  
  
  Best regards,
  
  Selene
  M & D Pro Movers LLC

  

  Business response

  12/19/2023

  Dear ******* and *********************

  
  We are writing in response to your recent communication regarding the claim you filed and the lack of paperwork provided to you. We appreciate you taking the time to share your concerns, and we want to address each matter accordingly.

  Also in regards to the insurance you said we provide unfortunately That is not the case, we provide a valuation of items per the option you selected and signed on the contract which I have provided attached, which is the valuation our claims department goes by, therefore making your settlement $75 dollars. 
  
  Regarding the delay in delivering your belongings, we deeply regret any inconvenience this may have caused. While we strive to deliver items promptly, unforeseen circumstances such as logistical complications or other challenges can occasionally occur. We apologize for any miscommunication regarding the expected delivery date and any inconvenience it caused.
  
  With regards to the alleged storage of your belongings without your consent, we take this matter seriously and would like to thoroughly investigate the situation. We kindly request that you provide us with any supporting evidence or information related to the warehouse storage and the conversations you had with our receptionist. This will allow us to address the issue and take appropriate action, as necessary.
  
  Lastly, we apologize for any delays in providing you with the requested paperwork. To rectify this, we will immediately send you the necessary documentation regarding your move, including contracts and any relevant terms and conditions. We understand the importance of having access to this information.
  
  At M & D Pro Movers LLC, we value our customers and strive to provide reliable and professional moving services. We take your feedback seriously and are committed to addressing your concerns professionally and promptly. We assure you that we will investigate the allegations raised and work towards a satisfactory resolution.
  
  To assist us further in resolving these matters, please provide us with your preferred method of communication, along with the best contact information to reach you directly. This will enable us to maintain an open line of communication and keep you updated on the progress of your claim.
  
  Thank you for bringing these matters to our attention, and we appreciate your patience and understanding throughout this process. We are committed to resolving these issues in a fair and satisfactory manner.
  
  Sincerely,
  
  Selene
  Office Manager
  M & D Pro Movers LLC
  ************

*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. ↩