American Knights Moving & 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 I received confirmation from the Claims Service Department on [redacted] that my claim was being processed and I would be contacted within daysAmerican Knights is incorrect in believing I have not filed a detailed claimFurther, I was contacted by the [redacted] manager and promised I would receive my box that was delivered to the wrong residenceI find this to be an empty promise since the company is not taking initiative (i.epicking it up and delivering/shipping it to me) to ensure the box gets shipped to meThey 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: 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 mailedThey told me they would call me when it was mailed within hoursI have not received a call Regards, [redacted]

Hi ***, I've sent the information a few times now to this address: ***_ [redacted] Please confirm this is correctIt 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 itThanks much,Jennifer

Dear Ms [redacted] Attached please find the letter you requested with the 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

Hi ***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 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:medium boxesXL boxesWardrobe box“bench” was actually a glider/rocker resulting in extra cuftironing boardhand truckyard toolsladder (only one was listed on the inventory, and she actually had 2)stools (cu.ft each)rugs (cu.ft each)trunk (only one was listed on the inventory, and she actually had 2)sofa tablessofa (in addition to love seat listed)“single dressers” were actually chest of drawers and armoire, which resulted in an additional 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 $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 ourselvesSincerely, [redacted] ***

[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 $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 propertyI have moved several times across the US with the same possessions, and no problemsHow 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 oneThe amount of time it took for your company to get to this point in a claim, tells me you are overwhelmed with complaints

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

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 responseI checked the [redacted] tracking number and the box was never received by them for shipmentI emailed [redacted] twice with a screenshot of the [redacted] tracking notificationI have yet to hear back from herFurther, I have not heard from the company regarding my claim although they stated it's processing would be expedited 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 / [redacted] Style Definitions */

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 departmentAny restitution made is in accordance to the valuation coverage ion the contractWe 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 lossesAs 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 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) 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***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***an Knights Moving and Storage

***We are awaiting either of the following Option 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 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 courtesyIn your last communication with [redacted] you were to get back with a response and as of today has not done soThese 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

Mr***,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 *** 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

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

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,***

Ms***,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-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

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