October 3, Dear [redacted] ***:Please accept this letter in response to your letter dated September 8, I have reviewed the complaint submitted by [redacted] as well as all documents on file [redacted] signed for, chose, and paid for valuation coverage - not an insurance policy, not once but twiceWe dearly explained that it would be our right to pay the cost of repairing the item.Valuation sub article – Full replacement valuation – if a loss or damage were to occur, Jensen or its Insurer, at their option will either; pay the cost of repairing the item or replacing the damaged or lost property with other property of like kind, like quality, like condition,A complete inventory of the furniture and its condition was completed and signed for prior to loading the goodsThe BOL of lading is the contract, this is where the owner made the final decision for the coverage of the valuation of the shipment and again the coverage option was for full replacement valuation -choose $65,of valuation coverageWhen the stain on the mattress was reported we offered to send someone out immediately to clean the mattress and [redacted] would not even let them in his homeHe also did not claim the mattress on his claim for damage reportWe tried to correct the matter and he would not allow the cleaning person in his homeIn the letter to your office it is stated that there s a repair estimate for $3200,but it was never submitted to our officeA copy of his claim for damages as submitted by [redacted] will show "We are uncertain how to price for these damages, short of claiming the price to replace each item."I have reviewed the emails and phone records – our records do not reflect any request on how to handle the repairs for the wood furniture repairs or how to get an estimate for a repairThis claim has been settled and a check has been issued based on the all available information,documentation and research to make a fair settlement of $We have provided a copy of our settlement letterThe customer was provided the opportunity to submit their own estimate for repair and chose not to, now arbitrarily claiming repairs of $3,We have reviewed the damage of the pieces of furniture and the repairs do not constitute $3,of repairs, when the furniture was inventoried with pre-existing damage.We have reviewed this file in its entirety and find that we must rely upon the records that are available to us in making our decisionWhile we acknowledge that it is very difficult to remain unaffected in a situation such as this, we must support the decision previously taken and cannot offer further compensation.We hope that this letter has cleared up the coverage that was chosen and the way and they way valuation is settledThank you- Sincerely, Jensen Movers & Storage, Inc Megan B
Oct15, Jensen Moving and Storage's response simply dances around the issues without really addressing anything.They say a full inventory of furniture and condition was covered and signed off by meThis is just completely taking advantage of a family in their most hectic timeMoving is crazyFirst they handed me a hand written illegible list with pages of itemsThey also didn't itemize every single itemComputer wires, monitors, small picture frames, remotes, shovels, number of cups, bowls, lamps, etcI even sent an email complaining about this issue because I knew this would happenI've attached the email complaint, which goes against their primary argumentThey are also treating all damages as the same when really they are apples and orangesWe had some marks on our furniture, but it wasn't huge indentations or broken piecesThey are pretty much saying that because we had a scratch on the table, then the new huge indentations or broken wood are part of the reported initial damageThere was plenty of time when we were not around when things could have gotten broken or lostThey unpacked our moving truck twiceOnce at their storage facility to find a box they packed which they weren't supposed to and then again when they got into an accident on the highway while moving our stuffThey said they had to switch trucks on the highwayThe damage to some items look like something that would happen during an accident while movingThey failed to respond to any of thisAs previously mentioned in the original claim, once the moving supervisor left our home early, the moving crew was just throwing stuff into the truck and grabbing things around the house and boxing them upIn our garage alone they broke numerous ornaments as they apparently weren't equipped to handle a large job, They were in “rush” mode as it was getting late and didn't take care of our thingsI even commented to them about it a few times as well as complained to Jensen the following dayI have emails to support all of this and I’ve attached them to this responseI even foreshadowed this exact issue in the email sent to the owner on the company on 8/(attached) Since they brought it up the mattress damages to try and discredit us and make us seem hard to deal with, I'll explainThere was nasty dark grease all over one side of our mattressThey refused to replace it and offered to have it cleanedI said I didn't want it cleaned as it was disgusting and I wasn't going to sleep on it againWe ended up just throwing the mattress outOn good faith that they would be a trust worthy and reputable company and own up to their other damages we didn't include it in the claimI understood their argument about cleaning it, but I'm just not sleeping on a mattress that has stuff seeped into itI asked the person on the phone at Jensen if she would sleep on a mattress if I poured nasty grease on and let sit for days and then had it cleaned for herOf course I got no answerBased on this initial experience, I should have expected their check for around $when we claimed thousands in damagesWe contacted the office several times asking how to price the damagesI sent estimates in email as requested by them, I've attached those emails as wellThe $3,wasn't for replacement as they claim; it was for fixing the damagesThis was exactly what they asked for and they just ignored itThe “valuation coverage” which they called insurance when they sold it to us is a total shamThey just decide whatever they want to pay or just not to pay at allTheir logic is that if they don't find it in their list then they must not have moved it or broke itIf something has a scratch, then it's broken and no matter what else happens to it, they aren't liableWe have not deposited their check and will seek further legal action if they do not want to own up to their damages and do the right thingI'm willing to settle on something in the middle to avoid lawyer fees, but if suing them can hopefully help others from dealing with this nonsense, then it's worth it for the greater good of others
February 13, 2015Dear [redacted] ***: We are in receipt of the above numbered complaint and thank you for recognizing that there are two sides to every complaintI have reviewed the file in its entirety up to and including the phone log, statements from the crew, claim settlements, and documents on fileThe following facts are On record: [redacted] moved in September of and paid a rental of padsWhen I asked him how long he felt he may need them he said he didn't know how long it would take to find a placeI never would have thought years [redacted] did receive payment terms with his initial estimate, as well as on his order for service for both his local move and his final, long distance moveIn he had our estimator come out to give an estimate to move him to Hoboken, NJWhen our estimator met with [redacted] he told him that he did not think he would be able to give him anything for the pads due to the Condition, due to being "covered in construction dust." None of the estimates that [redacted] received were guaranteedJensen Movers was to charge for the actual weight of the shipment to Hoboken, as Stated in the Order for ServicePrior to the move I discussed with him that the estimator Stated the Condition of the pads was poor after years of being in the garage they were filthy covered in sawdust was in bedded in the blankets and We would not be able to use the blankets on the trucks any moreOn 8/6/14, I tried to explain that using the blankets in future moves would put furniture at risk the saw dust could scratch furniture get into upholstery he did not want to hear this would scream at meI explained that once we had them back here we would attempt to have them cleaned and then go from thereHe agreed to this arrangementThe move to Hoboken, NJ occurred on 8/26/14, unfortunately not without incident to some itemsA claim form was mailed to him on 8/27/This matter was submitted to the insurance company and he has been paid in full and this claim has been settled and he has been compensated $3,for property damage and $for the remainder of his claim, subject to the chosen coverage of $per pound per articleThe estimator and I explained several times that we did not think that the pads could be cleaned enough for future use, but we would tryHowever, in the end they were not salvageableAt this time, [redacted] told me he did not want themHis exact words were "what do I want with moving pads — get rid of them." So I had them discardedWe followed the customer request throughout the moving processOur notes for each conversation are very clearWe hope that this has helped to clarify the matterThank you for your timeSincerely,Jensen Movers And Storage, Inc Sincerely, Megen B
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: It is filled with inaccuracies, exaggerations, and deceitful statements If you enjoy reading sensationalized fiction, read Jensen’s response written by MsB*** If you would like to know the facts, read my original complaint and this rebuttal to MsB*** MsB***’s response was exactly the one I anticipated She’s entrenched in her position and is unwilling to acquiesce in any manner Ask yourself why would a customer write a detailed complaint to the Revdex.com for a mere $that was spent more than three years ago? I wrote it because Jensen exhibited extremely poor customer service, and when I asked them to honor a contract, they refused I’d like to think they would have operated under good principles and ethicsJensen failed miserably under both accounts Furthermore, when I attempted to reach a compromise with Jensen and mentioned that I would be happy to settle the matter for $100, MsB [redacted] would not even budge She said that I could sue them if I liked When I informed her that I would lodge a complaint with the Revdex.com, she informed me that Jensen would sue me for character defamation This was a scare tactic and a threat In Jensen’s response, MsB [redacted] states that the estimator met with me This is a bald-faced lie I never met with the estimator or even spoke with him I was out of town on business when he came to the garage to write the estimate Because I was out of town, I had my mother show him the furniture and the goods to be moved Jensen claims that I screamed at MsB [redacted] on 8/6/during a phone conversation This statement is completely false First of all, I did not even move until 8/26/ Jensen informed me on 9/5/that I would not receive a refund for the pads After this notification, MsB [redacted] and I had a conversation I expressed my disappointment to her I asserted my rights I passionately argued my case for reimbursement I never screamed To say I did is not only an exaggeration but it is also dishonest and untrue Lastly, Jensen mentions the amount that I was reimbursed I was not compensated $for property damage as MsB [redacted] claims I was compensated $for the property damage to the hardwood floor due to the movers’ negligence I was compensated $for the damage to my entertainment center and bench I have the receipts to prove these amounts I’d like MsB [redacted] to prove that I was reimbursed $and $ She will not be able to She is wrong once again In any case, my complaint is not about the reimbursement for the damage to my property and furnitureThat reimbursement was settled through Jensen’s insurance company My complaint is about the overall experience with Jensen It’s about the way in which I was treated and talked to It’s about the lack of professionalism that Jensen’s movers and employees display My overall experience with Jensen was horrific It is truly sad that a company like Jensen treated me so disgracefully This was the worst customer service I have ever experienced in my years of life Regards, [redacted]
Nothing but a bunch of crooks who increase their fees once they have your belongingsVery unprofessional and an absolute rip off from beginning to endMy worst moving experience ever
October 3, Dear [redacted] ***:Please accept this letter in response to your letter dated September 8, I have reviewed the complaint submitted by [redacted] as well as all documents on file [redacted] signed for, chose, and paid for valuation coverage - not an insurance policy, not once but twiceWe dearly explained that it would be our right to pay the cost of repairing the item.Valuation sub article – Full replacement valuation – if a loss or damage were to occur, Jensen or its Insurer, at their option will either; pay the cost of repairing the item or replacing the damaged or lost property with other property of like kind, like quality, like condition,A complete inventory of the furniture and its condition was completed and signed for prior to loading the goodsThe BOL of lading is the contract, this is where the owner made the final decision for the coverage of the valuation of the shipment and again the coverage option was for full replacement valuation -choose $65,of valuation coverageWhen the stain on the mattress was reported we offered to send someone out immediately to clean the mattress and [redacted] would not even let them in his homeHe also did not claim the mattress on his claim for damage reportWe tried to correct the matter and he would not allow the cleaning person in his homeIn the letter to your office it is stated that there s a repair estimate for $3200,but it was never submitted to our officeA copy of his claim for damages as submitted by [redacted] will show "We are uncertain how to price for these damages, short of claiming the price to replace each item."I have reviewed the emails and phone records – our records do not reflect any request on how to handle the repairs for the wood furniture repairs or how to get an estimate for a repairThis claim has been settled and a check has been issued based on the all available information,documentation and research to make a fair settlement of $We have provided a copy of our settlement letterThe customer was provided the opportunity to submit their own estimate for repair and chose not to, now arbitrarily claiming repairs of $3,We have reviewed the damage of the pieces of furniture and the repairs do not constitute $3,of repairs, when the furniture was inventoried with pre-existing damage.We have reviewed this file in its entirety and find that we must rely upon the records that are available to us in making our decisionWhile we acknowledge that it is very difficult to remain unaffected in a situation such as this, we must support the decision previously taken and cannot offer further compensation.We hope that this letter has cleared up the coverage that was chosen and the way and they way valuation is settledThank you- Sincerely, Jensen Movers & Storage, Inc Megan B
Oct15, Jensen Moving and Storage's response simply dances around the issues without really addressing anything.They say a full inventory of furniture and condition was covered and signed off by meThis is just completely taking advantage of a family in their most hectic timeMoving is crazyFirst they handed me a hand written illegible list with pages of itemsThey also didn't itemize every single itemComputer wires, monitors, small picture frames, remotes, shovels, number of cups, bowls, lamps, etcI even sent an email complaining about this issue because I knew this would happenI've attached the email complaint, which goes against their primary argumentThey are also treating all damages as the same when really they are apples and orangesWe had some marks on our furniture, but it wasn't huge indentations or broken piecesThey are pretty much saying that because we had a scratch on the table, then the new huge indentations or broken wood are part of the reported initial damageThere was plenty of time when we were not around when things could have gotten broken or lostThey unpacked our moving truck twiceOnce at their storage facility to find a box they packed which they weren't supposed to and then again when they got into an accident on the highway while moving our stuffThey said they had to switch trucks on the highwayThe damage to some items look like something that would happen during an accident while movingThey failed to respond to any of thisAs previously mentioned in the original claim, once the moving supervisor left our home early, the moving crew was just throwing stuff into the truck and grabbing things around the house and boxing them upIn our garage alone they broke numerous ornaments as they apparently weren't equipped to handle a large job, They were in “rush” mode as it was getting late and didn't take care of our thingsI even commented to them about it a few times as well as complained to Jensen the following dayI have emails to support all of this and I’ve attached them to this responseI even foreshadowed this exact issue in the email sent to the owner on the company on 8/(attached) Since they brought it up the mattress damages to try and discredit us and make us seem hard to deal with, I'll explainThere was nasty dark grease all over one side of our mattressThey refused to replace it and offered to have it cleanedI said I didn't want it cleaned as it was disgusting and I wasn't going to sleep on it againWe ended up just throwing the mattress outOn good faith that they would be a trust worthy and reputable company and own up to their other damages we didn't include it in the claimI understood their argument about cleaning it, but I'm just not sleeping on a mattress that has stuff seeped into itI asked the person on the phone at Jensen if she would sleep on a mattress if I poured nasty grease on and let sit for days and then had it cleaned for herOf course I got no answerBased on this initial experience, I should have expected their check for around $when we claimed thousands in damagesWe contacted the office several times asking how to price the damagesI sent estimates in email as requested by them, I've attached those emails as wellThe $3,wasn't for replacement as they claim; it was for fixing the damagesThis was exactly what they asked for and they just ignored itThe “valuation coverage” which they called insurance when they sold it to us is a total shamThey just decide whatever they want to pay or just not to pay at allTheir logic is that if they don't find it in their list then they must not have moved it or broke itIf something has a scratch, then it's broken and no matter what else happens to it, they aren't liableWe have not deposited their check and will seek further legal action if they do not want to own up to their damages and do the right thingI'm willing to settle on something in the middle to avoid lawyer fees, but if suing them can hopefully help others from dealing with this nonsense, then it's worth it for the greater good of others
February 13, 2015Dear [redacted] ***: We are in receipt of the above numbered complaint and thank you for recognizing that there are two sides to every complaintI have reviewed the file in its entirety up to and including the phone log, statements from the crew, claim settlements, and documents on fileThe following facts are On record: [redacted] moved in September of and paid a rental of padsWhen I asked him how long he felt he may need them he said he didn't know how long it would take to find a placeI never would have thought years [redacted] did receive payment terms with his initial estimate, as well as on his order for service for both his local move and his final, long distance moveIn he had our estimator come out to give an estimate to move him to Hoboken, NJWhen our estimator met with [redacted] he told him that he did not think he would be able to give him anything for the pads due to the Condition, due to being "covered in construction dust." None of the estimates that [redacted] received were guaranteedJensen Movers was to charge for the actual weight of the shipment to Hoboken, as Stated in the Order for ServicePrior to the move I discussed with him that the estimator Stated the Condition of the pads was poor after years of being in the garage they were filthy covered in sawdust was in bedded in the blankets and We would not be able to use the blankets on the trucks any moreOn 8/6/14, I tried to explain that using the blankets in future moves would put furniture at risk the saw dust could scratch furniture get into upholstery he did not want to hear this would scream at meI explained that once we had them back here we would attempt to have them cleaned and then go from thereHe agreed to this arrangementThe move to Hoboken, NJ occurred on 8/26/14, unfortunately not without incident to some itemsA claim form was mailed to him on 8/27/This matter was submitted to the insurance company and he has been paid in full and this claim has been settled and he has been compensated $3,for property damage and $for the remainder of his claim, subject to the chosen coverage of $per pound per articleThe estimator and I explained several times that we did not think that the pads could be cleaned enough for future use, but we would tryHowever, in the end they were not salvageableAt this time, [redacted] told me he did not want themHis exact words were "what do I want with moving pads — get rid of them." So I had them discardedWe followed the customer request throughout the moving processOur notes for each conversation are very clearWe hope that this has helped to clarify the matterThank you for your timeSincerely,Jensen Movers And Storage, Inc Sincerely, Megen B
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: It is filled with inaccuracies, exaggerations, and deceitful statements If you enjoy reading sensationalized fiction, read Jensen’s response written by MsB*** If you would like to know the facts, read my original complaint and this rebuttal to MsB*** MsB***’s response was exactly the one I anticipated She’s entrenched in her position and is unwilling to acquiesce in any manner Ask yourself why would a customer write a detailed complaint to the Revdex.com for a mere $that was spent more than three years ago? I wrote it because Jensen exhibited extremely poor customer service, and when I asked them to honor a contract, they refused I’d like to think they would have operated under good principles and ethicsJensen failed miserably under both accounts Furthermore, when I attempted to reach a compromise with Jensen and mentioned that I would be happy to settle the matter for $100, MsB [redacted] would not even budge She said that I could sue them if I liked When I informed her that I would lodge a complaint with the Revdex.com, she informed me that Jensen would sue me for character defamation This was a scare tactic and a threat In Jensen’s response, MsB [redacted] states that the estimator met with me This is a bald-faced lie I never met with the estimator or even spoke with him I was out of town on business when he came to the garage to write the estimate Because I was out of town, I had my mother show him the furniture and the goods to be moved Jensen claims that I screamed at MsB [redacted] on 8/6/during a phone conversation This statement is completely false First of all, I did not even move until 8/26/ Jensen informed me on 9/5/that I would not receive a refund for the pads After this notification, MsB [redacted] and I had a conversation I expressed my disappointment to her I asserted my rights I passionately argued my case for reimbursement I never screamed To say I did is not only an exaggeration but it is also dishonest and untrue Lastly, Jensen mentions the amount that I was reimbursed I was not compensated $for property damage as MsB [redacted] claims I was compensated $for the property damage to the hardwood floor due to the movers’ negligence I was compensated $for the damage to my entertainment center and bench I have the receipts to prove these amounts I’d like MsB [redacted] to prove that I was reimbursed $and $ She will not be able to She is wrong once again In any case, my complaint is not about the reimbursement for the damage to my property and furnitureThat reimbursement was settled through Jensen’s insurance company My complaint is about the overall experience with Jensen It’s about the way in which I was treated and talked to It’s about the lack of professionalism that Jensen’s movers and employees display My overall experience with Jensen was horrific It is truly sad that a company like Jensen treated me so disgracefully This was the worst customer service I have ever experienced in my years of life Regards, [redacted]
Nothing but a bunch of crooks who increase their fees once they have your belongingsVery unprofessional and an absolute rip off from beginning to endMy worst moving experience ever