Report an issue with a job

Use this to report operational issues: late arrivals, incomplete service, access problems, unexpected charges, or conduct concerns. Damage and missing items have a separate claims process and are not handled through this flow.

How to report an issue

Open your booking in the Muvr app.
Select Get Help or Report Issue.
Choose the issue type from the list.
Describe what happened and when.
Attach photos or documentation if applicable.
Submit. Muvr reviews based on the booking timeline and service records.

When to report immediately

Report immediately if:

The driver did not arrive and the job cannot proceed
There is a safety concern, threat, or Harassment
The job was abandoned mid-service
You were charged for work not performed

Safety incidents
Report immediately through the app. If there is a credible safety risk, call (310) 730-8270 in addition to submitting through the app.

What determines outcomes

Booking timeline: scheduled, assigned, en route, arrived, and completed timestamps
Service records and job completion proof
Evidence submitted with the report
Whether the issue maps to a supported resolution path: rescheduling, refund, or cancellation based on stage

Outcomes are not guaranteed. Review depends on booking data, timestamps, and evidence.

Constraints

Lateness alone does not generate an automatic refund. Muvr reviews all contributing timestamps before determining eligibility.
Scope changes requested on-site require documented confirmation. They are not automatically valid.
Verbal-only complaints without supporting booking data or evidence do not constitute confirmed incidents.
Report as soon as possible. Delays may affect review eligibility.

If the issue involves damage or missing items

Damage and missing item claims are handled through a separate structured system. Do not report them here.

Go to Muvr Claims

If you cannot report in the app

Issues must be reported through the Muvr app to create a reviewable record tied to your booking. Open the app, go to your booking, and select Get Help or Report Issue. Describe what happened and submit.

For safety incidents where the app is not accessible, call (310) 730-8270. For all other issues, the app is the required submission path.

Policy

Issue resolution is governed by the Complaint and Dispute Intake Policy.