Scentsations Candles & Gifts

Complaint: [redacted] I am rejecting this response because: agents of Johnson have been telling us for over a month that they would be voiding or paying these charges on our behalf with UnitedWe have this in writing from our agent at Johnson, the only person we've worked with during this entire processMore recently we spoke with the general manager of Johnson who admitted as recently as Friday, Aug that he found their error, that we should not have been charged, and that he, the general manager of Johnson Moving, would be contacting United to remove the chargesWe consider this complaint OPEN until the charge of $2,is removed from our credit card in addition to us receiving reimbursement of $for our weight credit Sincerely, [redacted] ***

We are sorry that our service did not meet the consumer's expectations We have apologized to her previously We also send her a customer service gesture on January 16, and that check was cashed on January 25, [redacted] Home Office is handling the cargo claim, which is the appropriate avenue of remedy for loss and damage on interstate moves The claims adjuster spoke with the consumer on Tuesday March and advised her that her settlement was completed on Friday March The consumer will receive that detailed settlement in the mail

Initial Business Response / [redacted] (1000, 9, 2015/10/06) */ As always, we regret any stress or inconvenience experience caused by the customer's relocation with usOn August 19th, our Move Coordinator, [redacted] spoke with Mr [redacted] and instructed him on how to file a claim for damages and also a delay claim with [redacted] To date, Mr [redacted] has not filed a claim with usWe are unable to address his requests unless he files a written claim as required under US Transportation lawA written claim form is available at http://www.johnsonstorage.com or by calling [redacted] at (XXX) XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/10/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately, it is not a damage claim that I'm needing to fileI do have damages, but not worth filingMy issue, as is clearly relayed in the complaint, is for a delay claimWhen I last spoke to [redacted] she said that she would follow up on the delay claimIt has been nearly month, and I haven't heard anything This response is typical of my experience with Johnson Moving - poor and incomplete communicationPlease read the entirety of the response and my request before replying again Final Business Response / [redacted] (4000, 13, 2015/10/23) */ We will follon the status of complainant's delay claim with United Van Lines and respond directly to complainant with an update on status

Initial Business Response / [redacted] (1000, 9, 2015/07/29) */ We regret the less than ideal experience with our claims deptand will have them re-initiate contact immediately to reassess the claimWe will be in touch shortly Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I vendor visited my residence to survey the damage on August My understanding is the visit was also necessary to estimate repair costs and get the amount back to Johnson'sI have not been contacted to confirm or schedule repair; the damage remains at this point and I would not like the complaint closed out until it has been completed Final Business Response / [redacted] (1000, 15, 2015/09/15) */ Follfloor repair was scheduled for September 9th and we are following up to be sure it was actually completed

Initial Business Response / [redacted] (1000, 9, 2015/10/06) */ Our Claims Deptwill contact the customer immediately to sa repair assessmentThank you for reaching out

We settled Complainant's claim for missing items on Dec16, at 100% of her requested value, or $4, This represents our full and complete settlement of her claim Her request for reimbursement of storage fees (an additional $4500.00) has been denied pursuant to established U.STransportation law, which bars claims for consequential damages Storage fees are not refundable under these circumstances We are happy to provide copies of applicable statutes and contracts upon request

The consumer's contract is with United Van Lines, Fenton, MO This complaint should be closed and the consumer should file with the Greater StLouis Revdex.com

We did our best to accomodate this consumer's change in plans on the day of delivery from our warehouse to her residence Unfortunately, her new residence was not large enough to hold all of the household goods we had moved and subsequently stored for her At her request, we brought a large quantity of her goods back to our warehouse to store until she could determine disposition At no time did we offer to store or move these goods at no additional charge The goods were moved back to our warehouse and then delivered to the customer when she found another location to store the goods We believe our charges are more than fair given that we moved the goods from her residence back to our warehouse, stored them for months, and then redelivered to the customerWe do have a cargo claim pending with the customer and it will be addressed based on the terms and conditions of her contract

The shipper’s agreement with [redacted] is for the shipment of cartons to *** Labels were provided to [redacted] [redacted] labels Prior to [redacted] pickup, [redacted] advised our coordinator that there were two additional pieces and asked for two additional labels which were provided [redacted] confirmed that they were only tendered cartons [redacted] provided the consolidation services in [redacted] and confirmed receipt of the pieces on 9/1/ Those pieces were placed on a pallet and shrink wrapped and tendered to [redacted] *** [redacted] picked up the pallet and issued an ocean bill of lading for the pallet [redacted] ***, shipping company to receive the shipment in [redacted] to customs clear and deliver the shipment, reported that they received a pallet from the [redacted] freight station in [redacted] with cartons on the pallet As far as insurance is concerned, the client’s friend, [redacted] acting on behalf of the shipper [redacted] , packed the entire shipment to be shipped to [redacted] They provided the non-itemized inventory for the shipment Our insurance carrier will not accept liability for self-packed shipments This is explained in the terms and conditions of coverage provided to [redacted] Our [redacted] spoke to [redacted] 11/by telephone He again explained that insurance for loss or damage is not available He asked us to trace the shipment through all parties I checked with [redacted] and confirmed pickup and drop at [redacted] , confirmed [redacted] received the items and [redacted] (an ***n company) acknowledged receipt of pieces [redacted] states that there were pieces picked up by *** , yet only pieces were dropped off by [redacted] to the freight station

WE are unable to issue insurance on this shipment aside from total loss because the shipment was not packed by a moving company It is packed by owner.The shipment was booked to [redacted] but terminated it in [redacted] *** We are trying to get this moved to [redacted]

We regret that this customer's goods were misplaced in our warehouseWe are mailing a check for replacement of the goods in the amount of $4,todayPlease advise of any further questions regarding this matter

We received this customer's claim on May 25, We issued a check for settlement on June 2, based on the level of coverage chosen by the customer The customer chose minimum release liability at cents per pound per article, at no additional charge to him He is asking for settlement at full value coverage, which he did not elect, and did not pay for Had he chosen full value coverage, the additional charge to him would have been $12,for the duration of his storage

The shipment being placed in a warehouse due to a hurricane was obviously not within our control Subsequent to that issue, the customer has asked that we return her shipment back to the origin and apparently believes we should do that at no additional cost Her charges to date total $including the warehouse handling and storage charges not included in the original quote To date, she has not paid anything for services rendered We will release her shipment from the warehouse in Miami once we have received payment for services rendered to date, and have communicated the same to the customer We are also able to provide services to ship the goods back to the origin, should the customer wish to pay the additional charges for doing so

We apologize if we were not clear in our communication with this customer. As a gesture of customer service, we would like to offer $(US) as settlement in full

We received full payment on 12/23/17. The title is being sent to the customer

Initial Business Response /* (1000, 8, 2015/07/28) */
This shipment travelled on a United Van Lines Bill of Lading and complainant's claim is being handled by United Van Lines' Claims DepartmentWe have no authority over our parent company once they process a claim and this complaint should
properly be moved to the *** *** Revdex.com where United's HQ residesComplainant's remedy is with United Van Lines claims dept
Initial Consumer Rebuttal /* (3000, 10, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will take up a separate complaint against their parent companyThis does not, however, absolve Johnson of all responsibility in the matterIt was the improper packing of some items and the driver causing the trailer to drop that created the claim in the first placeHad either of these been better managed, the necessity of dealing with the claims department would have been obviated
Additionally, according to the Johnson agent, "you have more than enough insurance" which is directly contrary to the claims department contention that it was the failure to put selected items into the high value items list that precluded their ability to process the claim
United subsidiary and the parent company are each pointing fingers with neither taking responsibilityThe, customer is left with broken items that the moving company is taking no responsibility forThis is poor customer service for which I would like to highlight to the Revdex.com
Final Consumer Response /* (4200, 17, 2015/09/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As the local representative of a company, Johnson's shares in the reputation and perception created by the parent companyJohnson could have been more proactive in the claim with the parent
United Van Lines, whether the local representative, or the parent company, broke items which were not covered under the sizable insurance contract represented as more than sufficient paid for in the moveThe customer service was poor which watchdog agencies like the Revdex.com should be aware of
This claim also highlights disconnect in moving insuranceThe local agent writes the contract, but is not responsible for paying claimIt would be well advised for consumers to check with the parent claims department for all items in the move to validate what coverage is required to ensure claims payment in the event that the item is damaged or destroyed in the move
Final Business Response /* (4000, 19, 2015/10/23) */
In an effort to address Mr***'s complaint, we will reach out to United's Claims Department and inquire into the settlement on the hurricane laterns and update Mr*** directly

Initial Business Response /* (1000, 9, 2015/10/06) */
We are sorry for any inconvenience or stress caused by customer's relocation with usAfter reviewing our claims system and our books, we are unable to locate any records under the name *** ***Please verify the proper name of the
customer here so we can locate applicable informationThanks
Initial Consumer Rebuttal /* (3000, 11, 2015/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** Storage and Moving knows who we areI cannot understand how they could submit such a ridiculous responseIt is exactly what we are dealing with hereThey do not listen, their business practices are horrible, and they have a pTtern of evading real issues and complaintsOur address listed is the address we moved from and the bill is in both my sister, *** *** and my name
Final Business Response /* (4000, 13, 2015/10/24) */
This customer stubbornly refuses to file a written claim with our Claims Department as requested on repeated occasionsWe find it really interesting that this customer is demanding a refund given that she hasn't paid her bill and is in collections after being given a month's free storage
This complaint is utterly spurious and should be removed from our site

Initial Business Response /* (1000, 8, 2015/07/28) */
We regret the experience alleged by complainant and want to help address itBeing a service member, the complainant needs to file a formal missing and damaged items claim in the DPS system, which will then be adjudicated by the carrierWe
cannot address any claims that haven't been filed via DPSIn the event complainant is unaware of DPS we will be happy to send filing instructions

The drayage company removed the lock and placed a standard shipping seal in its place. A photo of the seal was taken and sent to the customer per shipping guidelines. The container was never opened, lock was removed, seal was placed in the proper location. Nothing additional was
added or removed from customer container

Initial Business Response /* (1000, 8, 2015/07/28) */
We have tendered a 50% discount on this move which was accepted by the customer and they were satisfied
Initial Consumer Rebuttal /* (2000, 10, 2015/07/30) */
The case has been resolved to our satisfaction