American Knights Moving & Storage, Inc.

As advised in our previous response
All claims are processed through [redacted] - A claim adjuster will be assigned to your case and any compensation made will be within the  guidelines of coverage's you selected on contract.
Please allow them the time to process your claim and resolve it
We have also initiated a warehouse search and as advised by our [redacted] manager  If the box is located it will be delivered to you free of charge on our next delivery to your destination
Regards
Management

I appreciate your help in resolving the above referenced dispute, and would like to state our position for the record In the event that a customer has a claim for damages the customer usually contacts our office to inform us of the damages.  . Damages 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. We have been in constant communication with this customer to resolve the claim for damages and requested numerous times the details of the alleged damages and losses. As of today he has not responded to our request.  The claim process was clearly outlined within the documentation customer received signed and agreed to prior to his move.  To file a claim with the carrier 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 customer. Coverage selected was basic valuation of 60 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).   Please note that despite the fact that customer has not provided any information to substantiate his claim, due to the fact that we did not meet his expectations and in an attempt to settle any grievances that he may have- We have offered customer monetary compensation provided that the complainant agrees to sign and execute waiver releasing Am[redacted]an Knights from any and all liabilities related to the above claim.  We have been in constant communications with the customer and are awaiting his response   [redacted] President 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.  
[Provide details of why you are not satisfied with this resolution.]
Yesterday I spoke with American Knight moving (July 9) and they confirmed the check was never mailed. They told me they would call me when it was mailed within 24 hours. I have not received a call. 
Regards,
  [redacted]

Ms. [redacted],We are truly sorry that you feel you have been scammed.  We have been upfront about the delivery time options since the beginning of our conversations and email correspondence.  The pricing estimate you were given was based on an estimated amount of...

space in a consolidated truck.  Consolidated deliveries are completed in a  0-21 business day window, as stated on the estimate, and multiple times on the contract and paperwork you signed upon pickup.  We do deliver direct, but the price is significantly higher.  The increase in price on your pickup was due to the increase in actual capacity that your items took.  Again, this is explained on all paperwork.  We apologize for any miscommunication; however, we feel we have been clear and concise each time we have spoken--prior to and after your pickup.  Currently, your items are safe in our secure warehouse until they are loaded on the truck headed to [redacted].  We will continue to be here to answer any questions you may have regarding your move, and we are working diligently to get your items to you as soon as possible.Please feel free to contact us directly for an update.Thanks,American Knights Moving & Storage

American Knights Moving would like to take
this
opportunity to express our regret in hearing of your dissatisfaction of your
overall moving processIt was always in our intention to provide you with the
most exceptional service ensuring a smooth transition to your new surroundings,
as we definitely do understand that such a process is traumatic and stressful
in itself
We
have been helping military personnel move their belongings for many years .Normally,
when a person in the military makes a Permanent Change of Station (PCS) move,
the government hires a commercial contractor to pack and move their household
goods (HHG)The military will move, HHG, up to the member's authorized weight
limit (which depends on rank and whether or not the member has dependents)
However, if
the member does not wish to use a military contractor to move their personal
property, there is an alternativeThe Personally Procured Move Program (formerly
Do-it-Yourself [DITY] Move) is designed to provide the military member an
alternative to move their household goods on their ownMembers may move their
personal property themselves, using rental equipment, their own vehicle, or by
hiring their own commercial carrier
You contracted directly with commercial
carrierIncentives for this type of move are authorized under public law, and
will be calculated on the same basis as a PERSONALLY PROCURED MOVE by rental
vehicle or POV
**Note:
Empty and full certified weight tickets are requiredA DITY move requires that you weigh your vehicle empty and
again when it's fullWe've provided you with Certified
Scale certificates as required for the empty and full truck You may weigh the cargo way or wait until you
reach your destination - as long as you get your weight tickets for an empty
truck and the loaded truck
I hope that this clarifies
this matter, Please feel free to contact me with any other issues or concerns
Regards
[redacted]

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
We have every desire to address your
needs and provide the best solution available to resolve your issue
As previously advised all claims must
be filed with our claim department :
Claim Process
-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 customer
In the event of a claim for damages we must protect our
interest and ensure that the claim is not frivolousWe require that the
customer comply with our claim process and provide the requested information in
a timely manor
Customer was given the direct contact
information to our claims department with complete instructions of all that is
needed to process her claim
In addition
I have reached out to our claims
department regarding the damages
Please contact them directly to provide the
supporting documentation relating to the damages you may do so directly online at:
[redacted]
, or via email at [redacted]
I have also emailed you the complete claims instructions
Upon receipt of your
complete claim documents, your claim will be processed any adjustment made will
be in the accordance of coverage's you selected on your contract
Our
Claim Department's goal is to expedite your claim and resolve all damage claims
Thank for your
cooperation in this effort to resolve your complaint
Management

Mr. [redacted],We appreciate your feedback as well as your phone calls, as we are always trying to improve our operations and customer service.  We apologize that your move did not go as expected.  We did expedite your claim with [redacted] to ensure the process went as quickly as possible and...

escalated your claim to VIP status.  A settlement was offered through [redacted]..  We apologize that this did not meet your expectations; however, this coverage was what was agreed upon in the contract that you signed upon pickup.Sincerely,American Knights Moving & Storage

Hi [redacted]I'm sorry that you had a bad experience and feel that we were attempting to cheat you or to demand money for services that weren't rendered.Let me start by explaining the email to my staff that you were copied on.  In that email, the issues were that the movers were 1 hour late and then...

ate lunch upon arrival.  You additionally made mention of another customer's review which made some statements that were not entirely accurate.  My comments to my staff were that your complaints about our driver were embarrassing, which I stand behind.  My mention of gaining better reviews on this platform were in reference to the unfortunate idea that your view of our company was, in part, based on the comments of another customer where aren't entirely true.  There was nothing else implied.  Your claims about statements made by our driver are indeed embarrassing and not acceptable.  This is not the manor in which we train employees to treat customers and we will not tolerate it.  I'm happy to came forward with these details because without customers that go out of their way to tell us, we often wouldn't know.  We try to observe as many jobs as we can but, being a mover that operates throughout the country, we are indeed not always present.  Please let me offer my most sincere apologies and know that we will work to correct this immediately.  I do want to address the issue of additional charges.  The items not listed on your initial inventory are as follows:17 medium boxes5 XL boxes1 Wardrobe box“bench” was actually a glider/rocker resulting in 23 extra cuft1 ironing board1 hand truck6 yard tools1 ladder (only one was listed on the inventory, and she actually had 2)2 stools (6 cu.ft each)2 rugs (6 cu.ft each)1 trunk (only one was listed on the inventory, and she actually had 2)2 sofa tables1 sofa (in addition to love seat listed)“5 single dressers” were actually 3 chest of drawers and armoire, which resulted in an additional 23 cubic feetIn addition to extra inventory, there were extra packing services for a console table (legs could not be removed and needed custom packaging), the armoire and one chest of drawers (which had loose backs and needed extra protection), and a table top that could not be disassembled.   It does look as though you were charged extra for additional items which resulted in additional capacity.  Typically, items not reported in estimate are often charged the per cube rate and additional fees, all of which were waived.  You removed some items from your inventory that were also waived.  The crew also seems to have packed mattresses and bedding free of charge as well.  The total increase was $1700, reduced to $700 in effort to prevent the problem going further.  However, when we have increased capacity, it often affects our ability to perform to our best ability by tying up larger trucks on routes that were planned for other moves, etc.  It is issues like these that often delay our drivers in getting started on their trip, resulting in late arrivals for our customers.  While I realize these are not your problems and acknowledge they are ours, I am simply trying to explain the reasons for additional fees.I am incredibly sorry that you feel as though you were treated or forced to pay extra money.  I hope this explanation helps.  Taking inventories for moves is very difficult as many people underestimate the number of things that have settled  into their homes.  We do try to be amicable and understanding as a company but do also have increased expenses for increased capacities.  I hope you understand.Thanks again for your information regarding the employee.  I assure you we will manage this issue as it is not the way we want to represent ourselves. Sincerely,[redacted]

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.  
I received confirmation from the Claims Service Department on [redacted] that my claim was being processed and I would be contacted within 120 days. American Knights is incorrect in believing I have not filed a detailed claim. Further, I was contacted by the [redacted] manager and promised I would receive my box that was delivered to the wrong residence. I find this to be an empty promise since the company is not taking initiative (i.e. picking it up and delivering/shipping it to me) to ensure the box gets shipped to me. They are relying on the person at that residence to ship it which is unacceptable.  This problem was caused by negligence on part of the delivery crew and the company is not taking action to rectify it. 
Regards,
[redacted]

Revdex.com:
This letter is to inform you that American Knights Moving & Storage, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/24/2014 11:57:08 AM and assigned ID [redacted]
Regards,
[redacted]

Our sincerest apologies for the delay.  We resent the check for $339.00 on July 1, 2015.  The address that was given was not good, so we sent the check to the new address of [redacted].

[redacted]We are awaiting either 1 of the following Option 1 Filing a claim with our claim department 1) As of today you have not submitted Claim details for our claim department to process the claims for damages please provide t the details of the claim so we may settle this  in accordance to coverages on contract OR Option 2 settling this matter directly with our office 2)  We also offered a settlement in the amount of $[redacted] provided a release is executed . Please note that although legally you must conform to the claim proceedings we are offering this settlement as a courtesy. In your last communication with [redacted] you were to get back with a response and as of today has not done so. These two options were offered to you and as of to you we have no response to either . [redacted] has also made numerous attempts to contact you .Please note that we will honor the settlement offerd provided a release is executed and returned to us  no later than [redacted]Please call our office today to resolve or contact [redacted] via email at Regards Management

Thank you for taking the time to communicate to us why we
did not meet your expectations. As per our agreement the check has been issued
and mailed to the address you provided ( copy is attached)
Please accept our sincerest apology for any trouble or
inconvenience we have caused you. ...

Again,
We highly appreciate your feedback as it will assist us in becoming better at
what we do.  It’s Our goal to retain you
as a satisfied customer and will hope to serve you again in the future. Regards Management

[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.  We received the refund the day the Revdex.com sent the complaint.Thank you Revdex.com for your attention to this matter.Regards,[redacted]

Hi [redacted],I'm terribly sorry to hear that some things may have been lost and/or damaged in your move.  We do take many precautions to ensure that these things don't happen but they do indeed happen anyway from time to time.  For this reason, we do offer two types of insurance coverage for...

your protection and ours.  Unfortunately, insurance often means a claims process that can sometimes be lengthy.  I did follow up with [redacted] to determine the status of your claim for damages and have requested they expedite processing.   If however, for some reason, you don't hear back from them quickly, you can reach them directly at [redacted] or feel free to reach out to me directly and I'll be happy to communicate with them on your behalf.Regarding your missing things, it is my understanding that they were recovered and have been redelivered to you.  Can you please confirm?  I am surprised you didn't contact us directly when you hadn't heard the results of your claim.  We could've discussed all of this and I could've taken the same actions but we were unaware until receiving  notification of this filed complaint that there were any remaining issues.  Thank you,Jennifer [redacted]Operations Manager

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.  
The box was not shipped to with a delivery date of [redacted] as stated in American Knight's response. I checked the [redacted] tracking number and the box was never received by them for shipment. I emailed [redacted] twice with a screenshot of the [redacted] tracking notification. I have yet to hear back from her. Further, I have not heard from the company regarding my claim although they stated it's processing would be expedited. 
Regards,
[redacted]