Customer Experience: Bait and switch

Dear Mediator,

Thank you for forwarding the complaint filed by Dr. George S. Ibrahim. MC Movers has carefully reviewed the complaint against our complete file, including the signed original estimate, signed revised estimate, Interstate Bill of Lading, Valuation Addendum, inventory sheets, and delivery records.

We strongly dispute the characterization of events and the allegations of a “bait and switch.” Below is a point-by-point response based on the signed documents and facts:

1. Quote and Alleged Bait-and-Switch The customer’s rate of $4.00 per cubic foot never changed at any point. The original estimate ($3,500–$3,700 range after video review) was based on the lower volume the customer initially declared and showed in his videos. On pickup day (March 18, 2026), the actual loaded volume was significantly higher than estimated. A revised binding estimate was therefore issued reflecting only the additional cubic footage at the same $4.00 per cf rate. Dr. Ibrahim reviewed, agreed to, and signed the revised estimate for the total of $10,036.26 before the move proceeded. He also paid the $1,000 deposit on the original estimate and later paid the remaining balance. This is standard procedure for interstate moves when actual volume exceeds the estimate. There was no rate change and no contract violation.

2. Deposit, Pressure on Move Day, and Certified Check The $1,000 deposit was applied to the original lower-volume estimate. On pickup day, the crew could not begin loading until the customer signed the revised contract and paid the additional balance due ($4,500), which is required by our tariff and the signed Interstate Bill of Lading. The customer had the option to cancel and receive a refund of any unused deposit, but he chose to proceed, signed the revised documents, obtained a certified check, and the move continued. No one was “cornered” or held hostage.

3. Delivery Timing and Service The shipment was in transit for approximately 15 days, which falls well within the 1–21 business day window clearly explained to the customer in our “Important Information About Your Delivery” notice. The driver contacted the customer directly for the final delivery window, as required by our standard process. Delivery occurred on the scheduled day without incident.

4. Damage to Furniture (Cribs) and Box Marking / Unpacking Our crew did not damage any items. Regarding the cribs: two screws on one crib were already stripped prior to our involvement (from original assembly). The foreman immediately stopped, showed Dr. Ibrahim the stripped screws on-site, discussed the issue with him, and only proceeded after the customer’s approval. The crew manually removed the screws. Reassembly of furniture (including cribs and beds) and unpacking of boxes are not included in standard moving services unless specifically contracted and paid for as an add-on service. This policy is stated in the signed contract. The customer selected the minimum valuation option on the signed Valuation Addendum (60 cents per pound per article).

We have invited Dr. Ibrahim multiple times to file a formal claim through our independent third-party claims administrator at www.movingclaims.net. He has declined to do so, stating he believes the process is biased.

MC Movers is a legitimate, fully licensed and insured interstate carrier (US DOT #2538365, FMCSA #88296) operating in full compliance with Florida and federal regulations. We complied 100% with the signed contracts and tariff. We have a complete file and are prepared to provide copies of all signed documents to the USMPO or any regulatory agency upon request.

We remain willing to review any legitimate damage claim if Dr. Ibrahim submits it through the proper independent channel.

Thank you for your assistance in resolving this matter. Please let us know if the USMPO requires any additional documentation.

Sincerely, Philip James