Jeffs Express LLC

I am rejecting this response because: I initially made the payment in good faith even though the price changed dramatically and was not in agreement with the initial contract I refused to pay anything additional until the company was able to adequately explain why the price changed to an additional $I spoke with Mike and he could not explain the square footage discrepancy because he was unfamiliar with the processThe representative took my payment and said she would get back with me if there was an additional payment requiredI contacted the company several times to clear this matter up and to get a status on deliveryI was told "maybe we need a payment or we have a truck leaving this week", but nothing definitiveThis company to date has not delivered my possessions nor provided me with a date of deliveryAdditionally I contacted Tremaine and he stated that he was out of town and could not give me a delivery dateWhat well run business can not answer a client's questions regarding their account, schedule delivery, and address complaints remotely if that is how they operate their businessThis company has passed me around, evaded my calls, and treated me like an after thought continuouslyI finally received a response from the company and was told that I needed to make a paymentUpon doing that I asked for a delivery date and was told I would get a call, and there would be an adjustment made to my account to compensate me for all of the confusionI contacted Tramaine and he stated that he was still out of town and no one in the organization could give me that informationHis resolution was to have me call him upon his arrival back to the East CoastI am done with contacting this business, I have reached out to them endlessly, and now they are holding my possessions hostageMy next call is to an attorney!

Dearest Consumer,
We'd like to start by saying thank you - for both your business as well as your feedbackYou are correct - Jeff's Express is a carrier for *** *** *** ***, which is a moving brokerBrokers essentially book jobs, then recruit subcontracted household goods carriers such
as ourselves to fulfill the request for service
We did receive your work-order and subsequently performed your move in October of this yearWe aren't disputing the fact that there were hiccups along the way- we do however contend that most were due to circumstances outside of our immediate controlUpon reviewing your complaint it's apparent that it's multi-tieredWe also understand how stressful moving can be and will do our best to address each area of concern
To begin - it's typical on load-day for our driver and foreman to arrive early and before any work crewThis is for various reasons, but primarily because the type of contract you chose requires that upon arrival on the load date the carrier's foreman must perform an on-site assessment in order to generate and present a new estimate listing the total actual costs for the moveDuring the physical assessment of your items we cross-referenced inventory information supplied to *** *** *** with the actual bulk and weight of your household goodsUpon examination we found your shipment to be larger and heavier than indicated through the original estimate, which is why they did not fit on the truckOur foreman discussed this set-back with you as well as arrangements in regard to the second load dateHe also suggested additional wrapping and packing services and full-coverage insurance to protect high dollar items such as your ArmoireYou ultimately accepted the new arrangements and revised balance due while declining his suggestions, citing the additional cost(s) associated with the suggested services as your reasoningOn the day in question you were obviously not ecstatic but it was our belief you were content with the contract and accepting of the changes because you elected to sign for the new services offered, requesting for services to begin in light of these conditions
You further mention we did end up disassembling and moving your furniture, your items were then put into storage, and that when you requested a delivery initially a driver wasn't availableThis is also correctTime of delivery is determined by many factors beyond the control of any carrier and may take anywhere from 1-business daysUpon making your request for delivery you were very vocal in regard to the quality of our initial services, mentioning much of what you have highlighted hereYou were also over your thirty-day free storage limit, citing a late closure on your home as the reasonAs a result of your experience and as an act of goodwill we then opted to waive your storage fees and offer free express service delivery outside of delivery hours, subsequently delivering your items on a Sunday
Finally, you note that upon delivery you noticed a lot of scratches and damage, the driver did not call ahead with an eta , the movers that were hired locally were very professional although they had no tools to reassemble, and your Armoire had a leg snapped off and can't be repairedWe do not deny nor dispute these statements and are again very sorry that your items were damaged or that you were dissatisfied with our serviceWe do regret that we chose to hire local work-crews to perform and complete your move but the set-backs leading to this decision were unavoidable - hinging on delays caused by unforeseen traffic eventsTo offset the chance of being ill-prepared again, Jeff's Express plans to adopt new policies and procedures in regard to hiring and dispatchThese errors, however, do not discount the fact that the risk of loss and/or damage to your load was due to your refusal of proper protective measuresPer your contract agreement with Jeff's Express: should a consumer elect to forgo these additional insurances or protections, in the event of damaged or lost items those same items may be repaired, replaced, or valued at cents per article per pound for reimbursement pending the decision of the claims departmentThese conditions were made clear to both you and your spouse - by *** *** *** *** and members of Jeff's Express Senior Management Team - yet to date you have failed in supplying the necessary documentation so that we might process and settle your claimShould you still wish to file a claim, please forward a brief summary of your experience alongside photos of your damage items before the 90th business day following your initial date of deliveryPlease include receipts and/ or proofs of purchases for lost, missing, and damaged items as these will better aid our department in assigning proper compensatory measures during the valuation processClaims for lost or missing items with no proof of purchase or ownership sadly cannot be honored

We picked up the customers belongings and was not paid in full for the pickup, we reached out to the customer several times trying to collect the rest of the payment was owedOur contract states that half of your moving total is due at pickup and the other half is due at deliveryThe contract was
not upheld by the customerThe customer has paid the remaining balance from pickup and her items will be delivered

I am rejecting this response because:
I initially made the payment in good faith even though the price changed dramatically and was not in agreement with the initial contract.  I refused to pay anything additional until the company was able to adequately explain why the price changed to an additional $1200. I spoke with Mike and he could not explain the square footage discrepancy because he was unfamiliar with the process. The representative took my payment and said she would get back with me if there was an additional payment required. I contacted the company several times to clear this matter up and to get a status on delivery. I was told "maybe we need a payment or we have a truck leaving this week", but nothing definitive. This company to date has not delivered my possessions nor provided me with a date of delivery. Additionally I contacted Tremaine and he stated that  he was out of town and could not give me a delivery date. What well run business can not answer a client's questions regarding their account, schedule delivery, and address complaints remotely if that is how they operate their business. This company has passed me around, evaded my calls, and treated me like an after thought continuously. I finally received a response from the company and was told that I needed to make a payment. Upon doing that I asked for a delivery date and was told I would get a call, and there would be an adjustment made to my account to compensate me for all of the confusion. I contacted Tramaine and he stated that he was still out of town and no one in the organization could give me that information. His resolution was to have me call him upon his arrival back to the East Coast. I am done with contacting this business, I have reached out to them endlessly, and now they are holding my possessions hostage. My next call is to an attorney!