Denali Group Inc

This household goods shipment was moved under contract with the Department of Defense (DOD)Our contract with the DOD has strict regulations we must uphold or we will lose our contract and cease to do business with the DODWe make every effort to ensure we comply with all rules set forth in our
contract agreementMr*** may transfer claimed items to the MCO within the DPS system wherein he has disagreed with our assessment on his claimThis is the proper channel for reconsideration of claims and filing of complaintsIf the military feels that we are in violation of any rules that they have established, punitive actions will be implemented. The Revdex.com deals with commercial shipments and not military as governed under DOD contracts

This is running on a government bill of lading therefore Denali Group is bound to following government procedures. This is not a commercial move, therefore Revdex.com does not have any jurisdiction with this. I would ask that if the customer would like to contact their TMO to file a formal
complaint that they do so. We will continue to handle this military members move in accordance with the DTR and resolve any issues following the same guidelines

Complaint: ***I am rejecting this response because:I understand that you are in the business of moving and that a contract is a contractAn inconvenience claim is not good enough for meIf you cannot keep up with the demand then do not accept contractsSincerely,*** ***

This household goods shipment was moved under contract with the Department of Defense (DOD)Our contract with the DOD has strict regulations we must uphold or we will lose our contract and cease to do business with the DODWe make every effort to ensure we comply with all rules set forth in our
contract agreementThe customer may claim items to the MCO within the DPS system wherein he has disagreed with our assessment on his claimThis is the proper channel for reconsideration of claims and filing of complaintsIf the military feels that we are in violation of any rules that they have established, punitive actions will be implementedThe Revdex.com deals with commercial shipments and not military as governed under DOD contracts

Again, we are restricted about how we handle military concerns and service failures with the rules and regulations of the DTR. Due to this, we are not able to handle as if it were a commercial move. Complaints should be voiced to the military chain of command. This is not a commercial shipment and it is traveling under a government bill of lading

Complaint: ***
I am rejecting this response because: the
Denali Group is responsible for the lost item The travel regulations have nothing to do with their unwillingness to take responsibility They are directing me to contact the military because they won’t payAdditionally,if I receive any compensation, it will be at a significantly reduced rate

This is a military relocation moving under a governement bill of lading. Due to this, we have to follow governemtn rules under the DTR and we are only able to correspond with this customer directly with them, DPS, or with JPPSO.Revdex.com should remove this customer concern as we are not able to
accomodate via commercial practice and cannot discuss details through the Revdex.com website

This is not true If this is true, the government would have us compensate the customer If the customer thinks we are vilolating the Defense Transportation Regulations, he needs to contact his *** or *** office If we are in violation we will be asked to make it right Again, this is a military move and therefore not regulated by commercial practice nor the Revdex.com and should be omitted since we have no choice but to follow the DTR Transportation Service Providers have strict guidelines we must follow

Complaint: [redacted]
I am rejecting this response because:this is a valid complaint regardless of  the fact that this is a military move. This is a civilian company.   I have had contact with both a manager and the  Vice President in an attempt to resolve the issue but I believe consumers in general have a right to feedback and concerns regarding the overall poor quality of service provided by this company.  
Sincerely,
[redacted]

I apologize for this inconvenience.  Due to this being a government move and traveling under a government BOL all correspondence should be done using the proper channels of communication (DPS).  The government has strict rules and regulations that need to be followed for reimbursement and...

inconvenience, and due to this, require that all correspondence be done via this method for monitoring.  The Revdex.com has no jurisdiction over this concern due to it not being a commercial move.
We would ask that you please work through DPS or your JPPSO to voice any concerns.

This is a government contract and traveling under a government BOL and therefore not governed by Revdex.com or commercial practice.  We are required by contract to follow different procedures and offer inconvenience if the military member meets the requirements.  Any complaints need to be...

filed with the military so we can ensure that the proper chain of command and resolution to the situation are followed per govt contract.

Complaint: [redacted]I am rejecting this response because:I specially asked Jamie if my household goods could be delivered on the 13th July and her responds was yes.  I even explained to Jamie that I had the option of moving in my new home on the 9th of July but I didn't want to have my family in the house that long without my household goods.  I also have an email stating that my household goods would be delivered on the 16th of July which I will forward to the Revdex.com.  The manager John was not very professional nor did he offer any explanation as to why my household goods could not be delivered on the 13th July as I requested. I would like to speak with the CEO or owner of Denali to ensure that he is aware of how costumer are being treated with-in his organization.Sincerely,[redacted]

I apologize Mr. [redacted] for your recent dissatisfaction with the service you received from Denali Group.  As you are probably aware, the summer peak season is a very busy season for the industry.  We do our absolute best to make the timeframe expected by the customers but sometimes due to...

extenuating circumstances we are not able to meet these expectations.  For your particular move, the hauling to Springfield, MO was extremely limited.  This is not something that affects just our company, but every company in the household goods moving network.  I do see that your household goods were delivered on 8-8-2015.  Once again, we apologize for the delay and make every effort to meet all required dates for our military service members.

To:          Revdex.com, [redacted]Re:         Response to Complaint ID [redacted]Date:    June 8, 2015Dear [redacted],Thank you for reaching out to me and making me aware of the complaint posted...

by one of our Military Service Members that we moved last summer from Richmond, CA to Kodiak, AK under Government Bill of Lading number [redacted].In the event that loss or damages occur during the move process and according to our contract with the Department of Defense, all claims are to be documented, processed and settled through the Defense Personal Property System (DPS).  We first received notice of the [redacted] claim on 09/15/2014 and began the settlement process in the DPS system.  After reviewing all submitted substantiation such as documents and photos, we submitted a settlement offer on 10/27/2014.  Typically, at this time, the Service Member can choose to accept the offer and receive payment, or take the option of transferring the claim to the Military Claims Office (MCO) for further review.In December, we were contacted by the U.S. Coast Guard’s claims office and asked to take another look at the [redacted] claim.  After a second review, we concluded that our original offer was still acceptable and accurate.  On 01/22/2015 the USCG Claims office took all of our correspondence and final settlement offer documents so their office would be ready when the [redacted] transferred their claim through the DPS system. As of today, the [redacted] have not transferred their claim to the USCG Claims office, nor have they accepted our original settlement offer.  Both options are still available to them, when they choose to log into the DOD’s, DPS web-based system.Sincerely,[redacted]Denali Group  PO Box [redacted] Seattle , WA 98138

Complaint: [redacted]
I am rejecting this response because:Overall, this treatment is unsatisfactory. The claim has been directed to the MCO.  I encourage any potential customers to avoid Denali based on this treatment.  At the end of the day, the piece of art was lost due to poor packing, documentation, and follow-up on the TSP's end.  It is unfortunate Denali treats military families in this manner.

I apolgize that the military member does not feel that this response was adequate.  This shipment is a military contracted shipment wherein all complaints and claims are required to be filed in the military DPS computer system online.  This is the proper channel for reconsideration of claims and filing of complaints. This is a military DOD shipment and not commercial household goods. The Revdex.com deals with commercial shipments and not military as governed under DOD contracts.  We encourage this member to either contact SDDC via phone to get information on how to proceed with their complaint.

Complaint: [redacted]I am rejecting this response because:I am very familiar with the government complaint reporting system and plan to report this incident through military channels.  However, I am also reporting this incident through the Revdex.com because contractors are under the misconception that they can treat Soldiers and their Family members any kind of way since we are not directly paying for the shipment of our household goods.  We work hard and proudly serve our country everyday though we may not being pay directly for the services rendered directly does not mean Soldier don't have a voice.  PCSings is very stressful enough on our Families without the add pressure of wondering when our household goods will arrive to our next duty station.  Pacific Moving company is a business with horrible customer service; they provide services to the public at large and customers have a right to know how a business treats their customers regardless if they were hire by the government or an individual.  I will never use this moving company again and will strongly advice others to do the same.Sincerely,[redacted]

This is a military move and traveling on a government bill of lading and therefore is not regulated by the commercial sector or Revdex.com.  We are handling this the best we can within the government protocol that is in place.  Please contact your JPPSO or please login in to the government...

created system, DPS, for further information. I am very sorry to hear this.  I just looked in our system and see that this shipment went into storage on 6/26.  Per government regulations, once shipment is in storage we are required to deliver out on first available date which is 7/11.  If you do not feel that this is correct and we are not following government protocol, please contact your local JPPSO to get further guidance.

Tell us why here...Customer needs to contact his [redacted] or [redacted] office if he feels that the Defense Transportation Regulations are not being followed properly.  Denali Group is not able to change or circumvent the regulations.