American Knights Moving & Storage, Inc.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:Hello, thanks I finally received the check today.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint It appears my response did not registerFirstly I would like to address the water damageOur belongings were not wet or damp when placed in storageThe damage caused to our bedroom furniture could only have been caused by a constant stream of waterOur chest of draws is only damaged one side, the handles are rusted on one side only, the wood is warped and discolored on that same side, there was also mold growing on that same sideThis is damage caused by water dripping on it over time NOT from being put into storage for two years We have moved 12+ times in the past years and while I do not expect everything to be perfect and I do accept things go missing, and in our case they have beforeWe have never had a company lose anything more than a couple of small itemsTo lose such a large amount of my belongings and quite frankly not care that this can happen or even take responsibility or take measures to ensure this does not happen again beggars beliefTo tell me that you have no idea what happened to this large amount of items is even more bewildering as you attest to be a storage companySurly by its very nature your job is to keep your clients belongings safe and when things turn up missing take some responsibility! I am disgusted that you took my money of approximately $11,paid in good faith to keep my belongings safe and dry yet on delivery present me with water damaged items and try to pass the blame to me for items missingWe DID take out extra insurance for the first three months of storage, if you look on the original paperwork it is there quite clearly, we had a tough time getting this insurance through yourselves and our situation makes me realise why you were so reluctantI have never had a company make me, the client jump through hoops because of your wrongdoingsI am shocked, disgusted, bewildered and upset that a business can treat a client in such a way.
[Provide details of why you are not satisfied with this resolution.]
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
A settlement was offered for the damaged items on the moving truck but not for the damages done to the residence or negligent kicking of a television that was already safely inside the home
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint I believe there was a miscommunication because I had previously received a message from Revdex.comHou reading that the case was closed because the company failed to respond to the complaint. I found it odd that I received subsequent communication to the contrary. In the interim, the company's contacted me extending a settlement offerRegardless, the issue remains unresolved because the company and I have not yet reached a resolution to the conflict Regards, *** ***
Regards,

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me

Customer was called and message was left informing her of check being sent

Mr***,We apologize for the inconvenience; however, it has been conveyed from the very beginning of this process that delivery is not immediate.Per the original estimate:Transit Time:
Deliveries can take an average of to business days, depending on many
factors, including when you reserved
the move, the ready date you provide in
writing, time of year (peak or non-peak) the area of delivery, number of stops
before your city on that specific delivery route, weather, etcSchedules are
subject to factors beyond the control of moving companies, which is why federal
regulations provide that carriers simply deliver within a reasonable dispatch
Although transit time is not guaranteed, we will make
every effort to deliver your shipment as quick as possibleRequested
delivery date is not an appointment, but a targeted dateShipment will arrive
before or after and is contingent on many interstate factors such as weather,
road conditions, scheduling -Ask your representative for the approximate transit
time.Estimated delivery schedule below are not guaranteed but a close
proximity based on previous performances(some restrictions may
apply):0-miles ………………….0-business days501-miles……………2-
business days1001-miles…………….3-business daysAbove schedule
is effective from the earliest date customer is ready for final delivery - At
the time of your pick up, we will ask you to provide the earliest date you will
have access to your delivery locationThe date is not an appointment; it only
gives the Dispatch the tools to work with for planning your deliveryIt is the
customer’s responsibility to be present in order to allow entry for unloading
Any delays in completing the delivery, caused by a lack of access, customer or
location not being ready, inability to make payment by specified method, will
result in additional chargesIn the event that the customer allows someone else
to handle the pior delivery on his/her behalf, any/all decisions,
agreements, made by that third party will be binding on the customerIn the
event that a third party is required for handling the pick-up, the customer will
be required to confirm and authorize that said third party agrees to sign all
documentation on their behalfFirst and foremost our
main goal is to provide you a timely pick up, delivery, and the excellence of
service you deserve.Additionally, the contract states:We will do our best to deliver your goods in the time frame requested
However again the actual arrival is flexible 0-business days from the
earliest date indicated above [to which you indicated November 2]The first
date indicated available for delivery is the first date of the delivery window
and not the promised delivery date. Pickup and delivery dates are estimates and
not guaranteed.We CANNOT begin to coordinate a delivery until:1) we have a delivery address2) the first ready date has passedThus, per the contract, and the multiple things you signed, your 0-
business day window began on November 2. Therefore, we will be delivering well
within the terms of the contract which you agreed to.Thank you for your feedback and we look forward to a great delivery!American Knights Moving & Storage

Thank
you for taking the time to
communicate to us why our service did not meet your
expectations. We take great care to
ensure that important matters such as this are properly reviewed and an
amicable solution is offered
The
refund in question has been issued (see attached copy of the refunded
transaction )
Please
note that some bank take up to days to reflect the refund in your account
Please
accept our sincerest apology for misunderstandings as the refunds was completed
and processed on our end
Again,
We highly appreciate your feedback as it will assist us in becoming better at
what we do. Kind Regards***

It was the least you all could doAnd a couple of my things are broken

Hello Jennifer,There are indeed some things that went wrong on your move and we have EVERY intention of doing whatever is in our power to mitigate it Please know that tragedies do happen, despite our best effort to control things There are, inevitably, some things that are outside of
our control We are aware that some of your things were damaged and, as you know, are working with you and your daughter to resolve these issues in the best way possible We would like to resolve them today but unfortunately, we are not able We are a government-regulated industry and, in effort to protect the consumer, there are legal requirements in place that we have to follow in the claims resolution process Unfortunately, this does take some time We've spoken with your daughter a few days ago and advised, once she submits her claim, to please notify us that the claims process has been initiated We will then expedite the claim and work with the claims company to get to their resolution as quickly as possible It is noted that you elected to decline full coverage insurance with your move so we are aware that the basic valuation protection is not going to be enough to begin to recover your loss Please do not think that the claims resolution will be the end of our effortsit will not Once the claim is resolved, as we've advised your daughter, we will work with you personally to compensate as best we can We do acknowledge that these damages took place while in our care and absolutely believe you that you've suffered a difficult loss Unfortunately, we cannot go backwards but we will do our very best going forwardI again offer most sincere apologies and do look forward to working with you to settle things in the best way possible.Sincerely,Jennifer ***Manager of Operations

Hi ***, Please file a claim so that we can move forward and resolve. Thank you,Jennifer ***

We apologize for the delay
I have confirmed with *** that the box has been picked out and is out for delivery today
Please see below
Shipment Progress
***
Regards
Management

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. The response is boilerplate in nature and does not specifically address the specific issues I raised in my complaint.Am***an Knights never returned numerous calls during and after delivery of my items, Moreover, email requests for information also went unanswered. I have requested $*** in exchange for the significant damage inflicted on many items during my move, intentionally avoiding phone calls, and not divulging that my items had been involved in an accident. An employee of a different company informed me of the cause of the damage -- Am***an Knights never revealed this fact to me and no one from the company responded to inquiries for information. The fact that a different company delivered my items is contrary to salesperson declarations that an Am***an Knights employee would remain with my goods throughout the move.
Regards,
*** ***

"
line-height:normal"> As a carrier we
handle over a thousand annual transactions and pride ourselves in providing
exceptional customer service to all of our customers. The service industry there are instances
where a customer is dissatisfied with the way a transaction was handles, and in
these instances any issues are elevated
and handles promptly to our customers satisfaction
Any complaints
filed with our office are deemed top priority, elevated, and it is our company
policy to respond in a timely manor
In the event that a customer has a claim for damages the customer usually
contacts our office to inform us of the damages. Any damages to the structure of the residence
such as walls or floors are repaired by a professional contractor at our
expenseDamages to the furniture and house hold goods are noted by customer at
the delivery documented on the inventory and are handled by our claims department
Any restitution made is in accordance to the valuation coverage ion the
contract
In the event of a claim
for damages we must protect our interest and ensure that the claim is not
frivolous. As per our contract we require that the customer comply with
our claim process and provide the requested information in a timely manor Any
adjustments made are as per the coverage selected by the customer on their
contract
In this case the contract in question unequivocally states that
any and all claims resulting from loss or damage must be filed with the claim
department, any adjustment or compensation will be paid in accordance
to the coverage selected by customerCoverage selected was basic valuation of
cents per article per pound (please see attached copy of customer
acknowledgement and waiver of full valuation and a copy of customer election of
basic valuation - on the contract).
To file a claim please
see details below:
Please contact
claims [redacted]: Toll Free: [redacted]
(Hours of Operation: Mon – Fri 9AM – 5PM EST) or via Email: [redacted] (Claim Forms, Pictures, Supporting
Docs)
Customer Service
Am[redacted]an Knights Moving
and Storage

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.   Once again I am asking for the information to file an insurance claim.
[Provide details of why you are not satisfied with this resolution.]
Regards,

Hi [redacted], I've sent the information a few times now to this address: [redacted]_[redacted] .  Please confirm this is correct. It could be our system generating a problem so I will now copy the email and send through my personal email '[redacted]@americanknightsmoving.com'.  Please let me know if you don't receive and I will print and mail it. Thanks much,Jennifer

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  Jennifer,I will accept the settlement offer for $250.00 as pay for the amount of time I spent in filing this complaint.Extra insurance should not guarantee respect for consumer's furniture or possessions, lost, stolen or damage property. I have moved several times across the US with the same possessions, and no problems. How your movers stacked my possessions with three other family members possession (per the driver), damage and missing possessions was inevitable!Also, some customers would rather suffer the loss, instead of filing complaints like this one. The amount of time it took for your company to get to this point in a claim, tells me you are overwhelmed with complaints.

Hi [redacted], Thank you for writing.  We are, of course, terribly sorry that your things are missing.  Please know that this was not our intention and is definitely not the norm.  We do store all items in a climate-controlled facility although, if anything entered the slightest bit wet...

and remained in storage for two years in the humid climate of Houston, TX, mold absolutely could've grown despite best efforts at prevention.   There are two types of coverage offered to each and every customer when they contract our services - the basic valuation protection that is included in the price for our customers, and full insurance coverage which can be purchased through many different avenues and may even be included in a homeowner's or renter's insurance policy.  Every customer is extended these options in multiple places in their contract and supplemental documents, including a full page of large print dedicated to the issue as we do consider it to be a very important factor.  Your contract does include a signed explicit waiver of full coverage insurance.  Luckily, we do include basic valuation protection and the claims process must be followed in order to receive any compensation when things do go wrong.  We did offer an additional $600 in reimbursement to you to offset the time it takes for claims to be initiated, researched, and closed.  This was an attempt at helping you to move forward and was never meant to be in lieu of any reimbursements owed through the included protection. At this juncture, we recommend filing your claim and going through the required process so we can all move toward resolution.  We also suggest reaching out to your own independent insurance policies to see if they may have covered your move.   We are happy to help you through this process in any way we can and do still anticipate a satisfactory resolution via the agreed-upon claims process.  We do appreciate the inconvenience and wish we could rectify it differently.   Sincerely, Jennifer [redacted] American Knights Moving and Storage

Sent: Monday, February 15, 2016 7:57 AM To: drteam Subject: complaint [redacted]    Regarding the complaint number [redacted], we discounted the customer's entire balance due of $775 in our attempts to make this right.  This was nearly 50% off of her move.    Misti American Knights Moving & Storagewww.AmericanKnightsMoving.com

Dear Ms [redacted]
 
Attached please find the letter you requested with the 4 weight certificates. ( also emailed to you directly )
As indicated in your previous response we assume that this matter has been resolved
Should you need any additional information please do not hesitate to contact us
Regards,
[redacted]
American Knights Moving and Storage