Douglaston French Cleaners

11/06/ Dear [redacted] ; JK regrets **and *** [redacted] were not satisfied with their move experienceWe have had several discussions with ***, reviewed the pictures they provided as well as the shipment documentation and concluded no service failures occurred during their moveIn those conversations ** [redacted] did not want to discuss the charges as they were not the issue, he wanted to debate our service performance Also, in comparing the non-binding estimate provided by our move consultant to the actual final charges calculated, the final move charges came in below the estimated chargesTherefore, as there are two components to be responded to in this complaint, service issues and the move costs, we will address both Service Concerns: **and *** [redacted] complained our driver made statements at origin regarding packing not being completed by our crews causing the loading to be delayed while the driver and the [redacted] finished the packing When we interviewed the packing crew, the driver, and loading crew advised this was not the caseThe reason the packing was going longer than average was the home had not been organized prior to the crew’s arrival and the delay was due to organizing what items needed to be packed versus what items were to be discardedOnce this had been determined the packing could be completed **and *** [redacted] complained our company communication with he and *** [redacted] was poor However, we have documentation of the number of calls made to and voicemails left for **and *** [redacted] who most of the time did not answer they telephones Throughout the course of this move there documented communication exchanges between 08/30/and 09/08/2014, this does not include the undocumented communications and attempts by our coordinator One time when our coordinator called ***’ cell phone to check on the loading she was hung up on We followed up the telephone calls with emails to check on service as well as advise of service matters since our coordinator could not get them by phone** [redacted] responded by calling our office and screaming at the coordinator and Customer Care Manager, **S***, they did not have access to email as they were moving and we should have known thatWhen asked how we were to communicate with them if they did not answer their phone and did not have access to emails he responded stating that was not their problem **and *** [redacted] complained we failed to deliver the shipment as committed, in a timely fashion, and failed to communicate the delivery time appropriately From the time of estimate the scheduled delivery window was 09/05/– 09/11/Our coordinator contacted ** [redacted] on 09/05/to advise him the driver would be delivering on 09/06/between 8:am – 10:am** [redacted] became irate and started screaming at our coordinator stating he was still in Virginia and could not receive the shipmentThe coordinator escalated the matter to me, Director of Customer CareI attempted to discuss the matter with ** [redacted] but he proceeded to scream at me for approximately minutes that he could not receive the shipment if he was still in VirginiaHe also relayed he was mad our driver had already contacted them letting them know he would be delivering prior to the coordinatorI responded that we were delivering the shipment within the time period they had requested and contracted for and it was their responsibility to be available to receive the shipmentThe matter was escalated to Executive Management where ** [redacted] spoke directly with the company president, **Charles K***, where he again began screaming at **K [redacted] for approximately another minutesFinally, it was resolved that JK would deliver his household goods on Monday, 09/08/and ** [redacted] would pay an additional $to cover the delayed delivery expenses **and *** [redacted] complained when the items were delivered the crew slammed the items into the home, would not work with ***, and failed to reassemble items they should have put back together **and *** [redacted] had the items moved from an apartment in Alexandria, VA to a small apartment in Monona, WIAll of their items would not fit in the new residence, so they asked the driver if they could sort what items they wanted in the home and what items they wanted delivered to the mini-storage at destinationOnce the driver arrived and was able to park the truck, he met with *** [redacted] who was present (** [redacted] was present when he arrived, but departed shortly afterward)She walked the driver and crew through the residence telling them where they wanted things putAs there was not much room to place items, *** [redacted] told the driver to place the items in the second bedroom as a “staging” roomThe crew disassembled the bed in that room and moved it to the other bedroom so they could move items into the roomThey began off-loading items at *** [redacted] direction, placing as many of the kitchen items in the kitchen as possible, and then stacking the balance where possibleIn looking at the attached pictures supplied by the [redacted] you will see there was very limited space to place their itemsThe driver and crew tried to neatly stack and organize the items as best they could while leaving room for **and *** [redacted] to live aroundItems could not be assembled as there was not any place to put themWe have explained to ** [redacted] that while we appreciate their living conditions may not be optimal; the only items placed into their residence were done so at *** [redacted] directionJK cannot be responsible for their new residence’s size and not having enough space to place everything where they wanted ** [redacted] maintains the driver and crew would not listen to ***However, during the delivery **K [redacted] personally called and spoke with the driver to confirm they were following the customer’s directions and delivering all items*** [redacted] was concerned the crew had a limited time for the deliveryIt was explained to her that two of the men would be there until Noon, but then the driver and another helper would complete the move, which is what occurredOur coordinator also tried calling *** [redacted] to check on the move but could not get her to answer the phone so she contacted ** [redacted] who said he would try to get a hold of her to contact JK*** [redacted] called the coordinator back and reported the delivery was going “as good as it can, considering”The coordinator provided her name and contact information in case any issues aroseAt approximately pm *** [redacted] contacted the coordinator asking about the paperworkThe matter was discussed with the driver and *** [redacted] on how she was to check of her inventory and sign all documentsThe driver confirmed he had the documents and would show her how to complete the paperwork*** [redacted] signed all delivery documents acknowledging all items had been delivered and services performedWe have explained several times to ** [redacted] that if the crew had not been following *** [redacted] directions he would not have received the correct items in his home but he is not willing to accept this reasoning Charges: At **and ***’ request our Move Consultant provided a non-binding estimate to move their items from their Yoakum Parkway, VA address to Monona, WIThe estimated weight to be moved was 10,lbs.; no packing was to be performed by JK, the only additional charges would be for the delivery to a mini-storage and valuationTotal estimated move costs, $5, 08/21/– **and *** [redacted] booked their move with JK and paid a $deposit for the move 08/25/– *** [redacted] contacted the consultant and advised they would not be packing the shipment and needed JK to pack their itemsThe consultant advised there would be additional charges to perform the packing and *** [redacted] approved 09/– 09/03/– Packing services performed 09/03/– The shipment was loadedUpon completion of loading the shipment was weighed with the final weight being 7,lbsA total of cartons were packed by our crews for a total cost calculated pursuant to our tariff of $2,The total transportation charges were $4,806.47, over $1,less than the estimated cost at time of quoteIf **and *** [redacted] had not elected to have JK pack their shipment their total move costs would have been $4,806.47; however, when the packing costs were added to the transportation costs the total C.O.Dmove costs collected prior to delivery were $6, In our last telephone conversation on 11/03/with ** [redacted] we told him we felt we had performed all services correctlyThe move charges were not discussed in this conversation as he had not wanted to discuss themWe told ** [redacted] we regretted he was not satisfied with our performance and would forward him arbitration information if he felt the need to pursue the matter furtherOn 11/04/we emailed **and *** [redacted] information on the arbitration program provided by the American Moving and Storage Association Therefore, as we have no documentation or evidence to support our crews committed any service failures or the move charges were incorrectly calculated, no further allowance will be madeHowever, we did commit that JK would participate in any arbitration proceeding if they elected to pursue that solution Sincerely, Katie N [redacted] , Director, Customer Care

Dear ***; I have met with our General Manager, MrMichael P [redacted] , to discuss your offer to settle the amount for the power washer, weed whacker, microwave, and refrigerator for $Unfortunately, JK cannot allow beyond the $authorized for the power washer and weed whacker as we never had possession of the microwave or refrigerator We respect that our offer of $to settle this matter does not meet your approval and would like to provide you with arbitration informationJK participates in the American Moving & Storage Association Arbitration program as a method to have consumer disputes resolved by a neutral third party in the most cost effective and efficient way possible Regards, Katie N [redacted] Director JK Moving Services | Customer Care and Government Services Division D ###-###-#### F ###-###-#### M ###-###-#### Mercure Circle, Sterling, VA JKmoving.com

I have received *** *** second complaint. I understand she still has concerns about the dress and she is continuing to claim that it was a dry cleaning error. As previously mentioned in order to prove myself, I would like to send the dress in for lab workHowever, the client has the dress in her possession and I do not know what condition the dress is in at this point. If the dress was sent to a lab, the lab would determine if there was any damagesIf damages were detected the lab would also be able to identify if it was “ruined” because of dry cleaning servicesIn that case I would take full responsibility and pay my dues of $plus lab feesOnce again, I would like to mention the dress is not in my possessions and I do not know what condition it is in at this time. If the dress is sent to a lab and the lab is able to prove that their was NO dry cleaning related damages then I am asked for the client to proved the money for the lab fee and pay for the dry cleaning services ($x 3) I am sorry that *** *** had such a disappointing experienceHowever, I refuse to be called a “liar and a dishonest business man” IF the dress was damaged by the cleaners, I *** *** an HONOST long time dry cleaners *** would have payed for the dress or would have cleaned the stainsI NEVER have “refused to see” the stains on a customers clothingIf this was the case I would have been out of business years ago and would have been reported multiple times to the Revdex.com. I understand *** *** is “strictly interested in receiving a $check in the mail” however without proof from the lab and or a Revdex.com conclusion I will not just mail out a check (Sorry *** ***). As mentioned before the lab will able to identify any damages caused by dry cleaningAs noted before the client has the dress in her possession and I do not know what condition the dress is in at this point. If *** *** is so determined to receive her money for the “damaged dress” I do not see why she would object the dress going to a labThis would resolve the concern At this time I have done all I can to make sure my client’s needs are metI hope this situation will be resolved soon. Sincerely, *** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I am sorry to read that JK movers like to wash their hands clean of this situation. I was faced with the same attitude when I tried to negotiate with the coordinator
As stated by JK movers, our total household was underestimated by them. The estimate was for 11, lbs, but, the actual weight came to 14,lbs. WHO’S fault was that? Not mine
If , when asked by the coordinator during the day of packing, how is everything going, and I answered “ fine “, it’s, because at that point is was fine
When evening came around the JK Driver became very worried and upset, I realized then that things did not go so well. The underestimated small truck was filled 100% to capacity. The driver found a solution by calling JK movers ordering a second truck. The second truck, however, would not arrive until the next day on the 27th of June. The driver then went throughout the house making a list with the items that needed to be picked up and transferred the next day. My son ** and I had difficulty making clear that the refrigerator needed to be transferred. Several times the driver told us that he doesn’t have to move the refrigerator. ( YES, IT WAS EMPTY and FROST FREE ) He just did not want to bother.
Since we had to vacate the house on the 26th, I had no choice but to call the new owners who vacationed on *** ***. I asked for their permission for the second truck to come and get the rest of our belongings
We would leave the key to the house inside the outside patio heater. The patio heater and the electric lawn mower both had been given by us to the new owners and needed to stay with the house. UnfortunatelyI was not able to stay in *** since we had settlement on the next day, 27th of June, on the house in SC
Everything from here on went wrong. The heater and the lawn mower were delivered to us in SC with our garden furnitureYes, we sent the items back to MDThey ended up in your JK warehouse
For us there was no refrigerator, no microwave, no Christmas tree, no power washer, no electric trimmer, no tree cutter and more. Our real estate agent took it upon himself to get the heater and lawn mower delivered from the warehouse to the new owners in MD
The bottom line is:
JK Movers underestimated the size of truck that was needed by almost pounds. Not my fault
Lack of communication between first and second crew. Not my fault
Coordinators lack of interest in resolving the case sufficientlyA lack of caring
Not answering phone calls I made, totally ignoring them
They all just hoped to shove it under the table for it to go away
I never asked for special treatments during and after the move. I just want what belongs to us to be transferred from Mdto SCThat did not happen and I still expect this to be rectified
In the meantime: The owners on *** *** *** ** in *** gave me a time frame for the refrigerator to be moved out of their garage. The dead line was August 15th. After that date the refrigerator was donated to a charity
This is the truth,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:Unforutunately I remain unsatisfied with the response regarding my complaint because the business owner, *** *** has made claimsFirst, the business *** DID in fact see the dry cleaning stains on the dress (purple/pink rings, from dry cleaning fluid) which is why he agreed to clean the dress againSecondly, I NEVER took the dress outside to look for stains in the sunlightThirdly, I never called the dress "BURNED"The dress had BLACK marks (which were not there when I dropped the dress off for service)However, while the purple/pink rings were removed, I was still able to show him different stains thanks to his dry cleaning servicesIn fact, there was a red mark on the shoulder of the dress which he took to the back and removed and a black mark on the back of the dress which he seemingly is just REFUSING to see, because it is thereFourthly, I NEVER mentioned the POLICE, EVERHe did, however, tell me to take him to court (I figured the Revdex.com was the next best thing).I am strictly interested in receiving a $check in the mail *** *** has proven to me, in his response, where he has lied on four different accounts!, that he is a dishonest businessman and I am extremely disappointed about that.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I have not heard from Ms N*** She was going to call me on Wednesday the 22nd of October However, Monday the 27th I received an email from Ms N***, asking me for a correct telephone number so she could give me a call I submitted my home phone number again I have not heard from MsN*** yetHopefully, she finds the time soon to work on this situation so it can be put to rest
Regards,
*** ***

My name is *** *** and I have been the *** of Douglaston French Cleaners for many yearsI have dedicated my profession in making sure my clients look their best by applying my dry cleaning servicesIt is important for me that my client’s clothing’s are cared for and problems with their
clothing are addressesOn occasion, there are garments that I am unable to care forWhen this occurs I discuss the situation with the client immediately upon garment presentation. A client (*** ***) brought in a few garments to Douglaston French CleanersWhen the clothing’s were ready the client picked up all item except a coat and her dressShe claimed the coat and dress still had stains therefore I cleaned it again even though I didn't not notice any stains on the itemsI cleaned both garments one more time in order to make sure my clients needs were met and the client was pleased the dry cleaning servicesWhen the client came to pick up her two garments she only picked up the coat claiming the dress still had stainsWe examined the dress together trying to identify the “stains”The client continued to state the dress had stain however was unable to locate them on the dressThe client even took the dress outside to find the stains under the sunlight however could not locate the areaEven though we were unable to locate any “stains” on the dress I notified my clients that I would dry clean again to make sure her needs are metOn the last visit the client was not pleased with her dress, she claims that I “burned and ruined” her dress therefore I needed to pay for it immediatelyOnce again I asked her to show me the “ stain” and the “burned” marks however client was unable to do soShe proceeded to claim, “it is story police and I need to give her money”The dry cleaning services were not charged, the client picked up her dress and left. In order to prove myself, I would like to send the dress in for lab workHowever, the client has the dress in her possession and I do not know what condition the dress is in at this pointIf the dress was sent to a lab, the lab would determine if there was any damagesIf damages were detected the lab would also be able to identify if it was “ruined” because of dry cleaning servicesIn that case I would take full responsibility and pay my dues of $plus lab feesOnce again, I would like to mention the dress is not in my possessions and I do not know what condition it is in at this timeIf the dress is sent to a lab and the lab is able to prove that their was NO dry cleaning related damages then I am asked for the client to proved the money for the lab fee and pay for the dry cleaning services ($x 3). At this time have done all I can to make sure my client’s needs are metI hope this situation will be resolved soon

11/06/2014
Dear [redacted];
JK regrets **. and [redacted]. [redacted] were not satisfied with their move experience. We have had several discussions with **. [redacted], reviewed the pictures they provided as well as the shipment documentation and concluded no service failures occurred during their move. In those...

conversations **. [redacted] did not want to discuss the charges as they were not the issue, he wanted to debate our service performance.
Also, in comparing the non-binding estimate provided by our move consultant to the actual final charges calculated, the final move charges came in below the estimated charges. Therefore, as there are two components to be responded to in this complaint, service issues and the move costs, we will address both.
Service Concerns:

**. and [redacted]. [redacted] complained our driver made statements at origin regarding packing not being completed by our crews causing the loading to be delayed while the driver and the [redacted] finished the packing.


When we interviewed the packing crew, the driver, and loading crew advised this was not the case. The reason the packing was going longer than average was the home had not been organized prior to the crew’s arrival and the delay was due to organizing what items needed to be packed versus what items were to be discarded. Once this had been determined the packing could be completed.




**. and [redacted]. [redacted] complained our company communication with he and [redacted]. [redacted] was poor.


However, we have documentation of the number of calls made to and voicemails left for **. and [redacted]. [redacted] who most of the time did not answer they telephones.


Throughout the course of this move there 19 documented communication exchanges between 08/30/2014 and 09/08/2014, this does not include the undocumented communications and attempts by our coordinator.


One time when our coordinator called [redacted]. [redacted]’ cell phone to check on the loading she was hung up on.


We followed up the telephone calls with emails to check on service as well as advise of service matters since our coordinator could not get them by phone. **. [redacted] responded by calling our office and screaming at the coordinator and Customer Care Manager, **. S[redacted], they did not have access to email as they were moving and we should have known that. When asked how we were to communicate with them if they did not answer their phone and did not have access to emails he responded stating that was not their problem.




**. and [redacted]. [redacted] complained we failed to deliver the shipment as committed, in a timely fashion, and failed to communicate the delivery time appropriately.


From the time of estimate the scheduled delivery window was 09/05/14 – 09/11/14. Our coordinator contacted **. [redacted] on 09/05/14 to advise him the driver would be delivering on 09/06/14 between 8:00 am – 10:00 am. **. [redacted] became irate and started screaming at our coordinator stating he was still in Virginia and could not receive the shipment. The coordinator escalated the matter to me, Director of Customer Care. I attempted to discuss the matter with **. [redacted] but he proceeded to scream at me for approximately 45 minutes that he could not receive the shipment if he was still in Virginia. He also relayed he was mad our driver had already contacted them letting them know he would be delivering prior to the coordinator. I responded that we were delivering the shipment within the time period they had requested and contracted for and it was their responsibility to be available to receive the shipment. The matter was escalated to Executive Management where **. [redacted] spoke directly with the company president, **. Charles K[redacted], where he again began screaming at **. K[redacted] for approximately another 30 minutes. Finally, it was resolved that JK would deliver his household goods on Monday, 09/08/14 and **. [redacted] would pay an additional $500.00 to cover the delayed delivery expenses.




**. and [redacted]. [redacted] complained when the items were delivered the crew slammed the items into the home, would not work with [redacted]. [redacted], and failed to reassemble items they should have put back together.


**. and [redacted]. [redacted] had the items moved from an apartment in Alexandria, VA to a small apartment in Monona, WI. All of their items would not fit in the new residence, so they asked the driver if they could sort what items they wanted in the home and what items they wanted delivered to the mini-storage at destination. Once the driver arrived and was able to park the truck, he met with [redacted]. [redacted] who was present (**. [redacted] was present when he arrived, but departed shortly afterward). She walked the driver and crew through the residence telling them where they wanted things put. As there was not much room to place items, [redacted]. [redacted] told the driver to place the items in the second bedroom as a “staging” room. The crew disassembled the bed in that room and moved it to the other bedroom so they could move items into the room. They began off-loading items at [redacted]. [redacted] direction, placing as many of the kitchen items in the kitchen as possible, and then stacking the balance where possible. In looking at the attached pictures supplied by the [redacted] you will see there was very limited space to place their items. The driver and crew tried to neatly stack and organize the items as best they could while leaving room for **. and [redacted]. [redacted] to live around. Items could not be assembled as there was not any place to put them. We have explained to **. [redacted] that while we appreciate their living conditions may not be optimal; the only items placed into their residence were done so at [redacted]. [redacted] direction. JK cannot be responsible for their new residence’s size and not having enough space to place everything where they wanted.


**. [redacted] maintains the driver and crew would not listen to [redacted]. [redacted]. However, during the delivery **. K[redacted] personally called and spoke with the driver to confirm they were following the customer’s directions and delivering all items. [redacted]. [redacted] was concerned the crew had a limited time for the delivery. It was explained to her that two of the men would be there until Noon, but then the driver and another helper would complete the move, which is what occurred. Our coordinator also tried calling [redacted]. [redacted] to check on the move but could not get her to answer the phone so she contacted **. [redacted] who said he would try to get a hold of her to contact JK. [redacted]. [redacted] called the coordinator back and reported the delivery was going “as good as it can, considering”. The coordinator provided her name and contact information in case any issues arose. At approximately 3 pm [redacted]. [redacted] contacted the coordinator asking about the paperwork. The matter was discussed with the driver and [redacted]. [redacted] on how she was to check of her inventory and sign all documents. The driver confirmed he had the documents and would show her how to complete the paperwork. [redacted]. [redacted] signed all delivery documents acknowledging all items had been delivered and services performed. We have explained several times to **. [redacted] that if the crew had not been following [redacted]. [redacted] directions he would not have received the correct items in his home but he is not willing to accept this reasoning.



Charges:

At **. and [redacted]. [redacted]’ request our Move Consultant provided a non-binding estimate to move their items from their Yoakum Parkway, VA address to Monona, WI. The estimated weight to be moved was 10,000 lbs.; no packing was to be performed by JK, the only additional charges would be for the delivery to a mini-storage and valuation. Total estimated move costs, $5,808.54.


08/21/14 – **. and [redacted]. [redacted] booked their move with JK and paid a $150.00 deposit for the move.


08/25/14 – [redacted]. [redacted] contacted the consultant and advised they would not be packing the shipment and needed JK to pack their items. The consultant advised there would be additional charges to perform the packing and [redacted]. [redacted] approved.


09/02 – 09/03/14 – Packing services performed.


09/03/14 – The shipment was loaded. Upon completion of loading the shipment was weighed with the final weight being 7,960 lbs. A total of 125 cartons were packed by our crews for a total cost calculated pursuant to our tariff of $2,132.07. The total transportation charges were $4,806.47, over $1,000.00 less than the estimated cost at time of quote. If **. and [redacted]. [redacted] had not elected to have JK pack their shipment their total move costs would have been $4,806.47; however, when the packing costs were added to the transportation costs the total C.O.D. move costs collected prior to delivery were $6,938.54.

In our last telephone conversation on 11/03/14 with **. [redacted] we told him we felt we had performed all services correctly. The move charges were not discussed in this conversation as he had not wanted to discuss them. We told **. [redacted] we regretted he was not satisfied with our performance and would forward him arbitration information if he felt the need to pursue the matter further. On 11/04/14 we emailed **. and [redacted]. [redacted] information on the arbitration program provided by the American Moving and Storage Association. 
Therefore, as we have no documentation or evidence to support our crews committed any service failures or the move charges were incorrectly calculated, no further allowance will be made. However, we did commit that JK would participate in any arbitration proceeding if they elected to pursue that solution.
Sincerely,
Katie N[redacted],
Director, Customer Care.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted] –
First of all, thank you and the Revdex.com for
your attention to this matter and for prompting JK Moving's attention to it, as
well. Your action on our behalf garnered the fastest
response time from this company in the ½ months we've been trying to resolve
these issues
Ordinarily, we've had to wait several days or even weeks for
them to contact or re-contact us
mostly, I believe, because they have not truly
wanted to resolve the issue or deal with us
I. I am rejecting this response because:
A.
The company, in their response, has been blatantly
inaccurate about what did and did not occurI will specifically respond to their return
comments further on in this message
B. We have still not received, though have asked
for twice, a delineated, official account of the final amounts incurred for this
entire moving contract. JK Moving's
response to our Revdex.com inquiry is the first I have seen any of the final figuresC.
JK did indeed e-mail information to us on the
arbitration program provided by the American Moving and Storage Association
However, there is an additional cost to
us – of $– the wronged customer – to use this program. There also
seems to be a conflict of interest in the fact that the program provided to us by JK MOVING – is one of their
choosing. Also, according to the information on the
American Moving and Storage Association's website, arbitration is only to be used
for "items that were lost or damaged during a move, or additional charges billed
to you by your mover after your shipment was delivered." Our complaints against this company are not
within that realmd to its
members
IIMy specific responses
to their returned comments (italicized) are as follows. "We
have had several discussions with **[redacted], reviewed the pictures they provided
as well as the shipment documentation and concluded no service failures
occurred during their moveIn those conversations **[redacted] did not want to
discuss the charges as they were not the issue, he wanted to debate our service
performance."
How JK can say that they
conclude no service failures occurred during their move is utterly ridiculousHow
they can also say that **[redacted] did not want to discuss the charges "as they
were not the issue" is incomprehensibly ridiculous
**[redacted], as I, want to resolve
the issues for both service performance AND THE WRONGLY-INCURRED CHARGES. Why would we put so much time, effort and
experience so much suffering over these issues just to debate service
performance without any compensation in return? "
the non-binding estimate provided by our move consultant to
the actual final charges calculated, the final move charges came in below the
estimated chargesTherefore, as there are two components to be responded to in
this complaint, service issues and the move costs, we will address both
Again, JK Moving's response to
our Revdex.com inquiry is the first I have seen any of the final figuresI am glad to see they finally addressed these
issues and continue to look forward to receiving an official copy from them. **
and [redacted][redacted] complained our driver made statements at origin regarding
packing not being completed by our crews causing the loading to be delayed
while the driver and the [redacted] finished the packing.When
we interviewed the packing crew, the driver, and loading crew advised
this was not the case
OF COURSE the crew
would state this was not the caseWhy would they be truthful if they were at
fault? · · 08/25/– [redacted][redacted] contacted the consultant
and advised they would not be packing the shipment and needed JK to pack their
itemsThe consultant advised there would be additional charges to perform the
packing and [redacted][redacted] approved
· 09/– 09/03/– Packing services
performed
This is not
accurate at all. It was **[redacted] who
contacted the sales consultant and told him we'd need help with packing the
REST OF our belongingsIt was also **
[redacted] who approved the additional need for packing the rest of our belongings
The crew was taking
over from the packing that I had not been able to fully accomplish previously
on my ownThe initial part of the move
had indeed, been a PACK BY OWNER project
The reason the packing was going longer than average was the
home had not been organized prior to the crew's arrival and the delay was due
to organizing what items needed to be packed versus what items were to be
discarded
This is only partially
true – and the statement mainly pertained only to the master bathroom.
·
The home was organized
to a definite extent that much of the packing could proceed.
(Also, I am quite sure no home that no home a crew comes into is
perfectly aligned and ready for a packing.)
The crew was also late arriving to the site that morning
Also, if the lack of sufficient
time to pack everything else was evident the first day, why were arrangements
not made by the company to recognize this and suggest EVEN more time be taken
to finish the job properly?
Instead, **[redacted] and
the driver were left to finish the packing because of the inefficiency of the
crew throughout the day
In fact, the driver
himself complained on loading day about the previous day's packing crew's
inefficiency
The packers on that day were not the same as
the packers who showed up to finish the job on loading day either.**and [redacted][redacted] complained our company communication with
he and [redacted][redacted] was poor
However,
we have documentation of the number of calls made to and voicemails left
for **and [redacted][redacted] who most of the time did not answer they
(sic) telephones
Why would we not
answer our phones to further communicate on an issue that was of the utmost
importance to us and was happening right then? ESPECIALLY when we had concerns
about the manner in which the move was taking place?Throughout the course of this move there documented
communication exchanges between 08/30/and 09/08/2014, this does not
include the undocumented communications and attempts by our coordinator
One time when our coordinator called [redacted][redacted]' cell phone
to check on the loading she was hung up on
How interesting that
the coordinator remembers the occasion as suchIn fact, it was the FIRST TIME EVER THAT I
SPOKE to the assigned move coordinator, Kellie Y[redacted]
She had not verbally
communicated with me until the day of our unload and ONLY THEN after the
company president, **K[redacted], told her to phone meShe admitted to me that it was he
who told her to call
I remember the
occasion as the call being dropped due to losing connectivity
I remember it specifically because I was feeling
frustrated that it was the first time I spoke to her during the entire move and
that I was trying to deal with the crew that was unloading our belongings in a
wrongful manner She did not take
the initiative to call back either
The ONLY other time I
spoke to her was later that day, when I called her to confirm what else I
needed to do before the crew left
=============
Indeed, this seems to
be the brunt of several of the communication problems that arose during this
move
Before the move, the
company tried to communicate mostly through E-MAIL. As I remarked in my initial response to them,
a moving company should NOT assume that CUSTOMERS WILL HAVE INTERNET ACCESS
WHILE THEY'RE MOVING or IN TRANSIT. The
company needs to make sure they have verbal confirmation
To respond to the
original claim; again, why would we not answer our phones to further
communicate on issues that were of the utmost importance to us and were happening
right then? ESPECIALLY when we had concerns about the manner in which the move
was taking place?
This is not logical at all
and to me,
underlines what I sense are more attempts for the company to cover its tracks
My husband did speak to other people person in trying to get correct
information – on this and several other matters - resolved, but yet again, that
communication was not followed through on**and [redacted][redacted] complained we failed to
deliver the shipment as committed, in a timely fashion, and failed to
communicate the delivery time appropriately
From the time of estimate the scheduled delivery window was
09/05/– 09/11/Our coordinator contacted **[redacted] on 09/05/to advise
him the driver would be delivering on 09/06/between 8:am – 10:am
We were informed – BY OUR
DRIVER Rob V[redacted] (#[redacted]), NOT OUR MOVE COORDINATOR OR OTHER ADMINISTRATIVE PERSONNEL,
that our belongings were set to be delivered MUCH earlier than had been
anticipated
I am still not clear why this happened; only know that it was due to
something not materializing with another load that was on the same truck as
ours
AFirst off, when I spoke to Rob
on the loading day, he assured me that it was better to work with him
directly, as the driver, to get an idea of when our belongings would be
unloaded(When I first met with the salesman, Grant M[redacted], I was led
to believe it would take several days before our load would arrive.)
BWhen I spoke to Rob on loading day,( WedSept3rd,) I
told him we would not be leaving Alexandria until Friday afternoon and that we
anticipated being in our target location, our new home, in Monona, Wisconsin on
Saturday.
He
said fine, no problem, because the earliest he thought he could be there (in Wisconsin) would
be Sunday or Monday due to having to take
care of the other loadHe told me we'd be the second load delivered
.I believe he said the first
was to be in Chicago, then us, and then the final load was somewhere near his
home in Minnesota
(as he was looking forward to getting that done and heading
home – much of the reason, I believe that the entire job was rushed and
mishandled.)
This is why it was so
upsetting to learn, when we received a call from Rob Friday that he was
"crossing the Ohio/Indiana line," and he would be delivering our load in
Wisconsin SaturdayAgain, there was no
communication that there would be a change in schedule of any kind or that different
plans needed to be made.
**
and [redacted][redacted] complained when the items were delivered the crew slammed
the items into the home, would not work with [redacted][redacted], and failed to
reassemble items they should have put back together
**and [redacted][redacted] had the items moved from an apartment in
Alexandria, VA to a small apartment in Monona, WIAll of their items would not
fit in the new residence, so they asked the driver if they could sort what
items they wanted in the home and what items they wanted delivered to the
mini-storage at destination
Once the driver arrived and was able to park the truck,
As follows are the very
accurate details on how this was not done correctly and ensued in further
complications in delivering the load
A. On the morning of
the unload, Rob made a point to tell me that he had to back his truck over
existing curbs and lawn – and pull out into traffic - in order to get his truck
positioned in the space needed for unloading.
He stated that "no
other driver" would do this," showing me the skid marks from the tires to prove
his point, and that he could have been ticketed if he'd have been "caught."
Rob said he had
surveyed the layout and logistics of the unload site previously and knew what
would be needed
As to why he felt
compelled to tell me about the "trouble" he had getting into the space -- my
guess is he did this so that I would know what extra effort he put forth.
B. This arrangement was
also complicated a bit by him choosing to unload from the back of the truck,
although he later switched to a side unload, which was much more efficient as
it was closer to the door anyway
C. That same morning of the unload, Rob had
informed me that, because his truck would take up the majority of parking
spaces on our side of the building, he'd back it into the spaces vertically,
then "drop" the load – meaning separating the trailer part from the cab – and
then drive the cab to another location nearby so that the customers of the
business on the bottom floor of our building (a hair salon, predominantly)
would not be inconvenienced
However, Rob did not
drop the load as he said he would doInstead, for the first part of the
unload, the whole rig occupied all the spaces on that side of the buildingHe
did not separate the load from the cab until sometime later and then only did
so after one of the salon employees complained her customers didn't have
anywhere to park
My comments here are just other examples of the driver taking shortcuts that, ostensibly, were
"well-intentioned" but ended up causing more grief than convenience and contributing
to the result that that the move was not facilitated in a
customer-pleasing/results-oriented manner
The driver met with [redacted][redacted] who was present (**[redacted] was
present when he arrived, but departed shortly afterward)She walked the driver
and crew through the residence telling them where they wanted things put
I did not walk the
driver and the crew through the residence – only the driverThis also resulted
in many problemsWe have explained to **[redacted] that while we appreciate their
living conditions may not be optimal (my husband and I do not appreciate such condescending remarks - how unprofessional!) ; the only items placed into their
residence were done so at [redacted][redacted] direction
Also, THIS IS NOT TRUE AT ALL
Before the unloading started, Rob and I went through out apartment (one
flight up,) as he had asked me where (in what rooms) I wanted the boxes and
furniture to be unloaded. I figured he'd
be working with the unload crew (three men) to insure those directions were
followed, but the places I designated were not adhered to very well at all.
As they unloaded the boxes, the crew, after a time, simply placed the
boxes seemingly wherever they saw an open space
so we ended up with kitchen
items in the master bedroom, office items in the kitchen, etcas well as
storage items that should not have been brought into the unit
I was trying to keep the men who were unloading the items from carrying
them into the house in the first place, so that they wouldn't need to be placed
again in the pile of boxes that were going to storage.During this time, I was on the
ground as the items were being unloaded; trying to match up the inventory items
and keep track of what was coming off the truckI could not be upstairs to
direct things – it simply wasn't possible for me to be in two places at once
Also, I had trusted that the items would be placed where Rob and I
discussed.
We also found fragile boxes at the bottom of four-box stacks.Our move consisted of loading items from the
condo (what JK calls "the apartment" in their correspondence,) itself and the
storage unit in the basement of the building.Rob
told my husband and me both that any additional items from the house that we
wanted to go into storage could be sorted out at the delivery site as he'd drop
the load at our new home first, then do the second delivery (as specified and
designated previously in the contract) at the storage unit. Different colored move stickers were used for
this purpose
Rob later – at the unloading site - told **
K[redacted] on the phone (after I had handed it to him and as I was standing there
listening,) that the delay in unloading was due to "the [redacted]deciding that some
items needed to go into storage" from the main load after they were taken into
the house
This was only partially trueI was trying to
keep the men who were unloading the items from carrying them into the house in
the first place, so that they wouldn't need to be placed again in the pile of
boxes that were going to storage.
One of the crew members, Randy [Scott], during
the unloading - when I was trying to keep the inventory straight - made the
comment of "I've never seen one of those inventories go right anyway
no one
uses them." I believe Rob made comments agreeing to that, as well, saying
something like, "You can always file a claim."
One of the other members of the crew stated
that they'd NEVER worked with an inventory and weren't told they'd need to on this
jobItems could not be assembled as there was not
any place to put them
This was part of the original contract that
was not honored or adhered to, likely because of the mismanagement of where the
items were placed by the unloading crew
(Our dining room table was the only large
piece of furniture put into storage and had not been slated to be re-assembled
and set up.)
The only furniture that was put back together
was the couch, a narrow end table and one shelving unit for the TV (which Randy
and Rob did move into place.) All the other shelving units, the master bed (a
Comfort Select-type,) and several sets of wire basket units were not
re-assembledThere may also be other items we've not yet unpacked
I also remember that the crew/Rob had trouble
finding the "Parts Box" because of the mis-matched way the boxes were placed in
the apartment, so perhaps he/they didn't want to finish the job because of the
initial effort it took to find these
Also, I can many photos detailing the results the
misplaced boxes to document the resulting chaotic situation
Rob did come inside toward the end of the
unloading and tried to make sense of the boxes that had been placed willy-nilly
in the empty second bedroomThough I appreciated his intent for making more
efficient use of the space, the end result, as seen in the photos, is that many
of the boxes that were not set down in the right place initially were all then
STACKED TO THE CEILING, thereby making them even less accessible for sorting out
and in the end, having to still be moved again by my husband and me
[redacted][redacted] was concerned the crew had
a limited time for the delivery
It was explained to her that two of
the men would be there until Noon, but then the driver and another helper would
complete the move, which is what occurred
Part of this
unloading/misplacement situation arose from two of the movers on the unload
crew, (George and William, who came up from Milwaukee and supposedly were hired for the full day,) telling
Rob that they could only stay for half a day – that they had another job they
needed to go to at noon
I later heard Rob talking to the dispatcher
(when they were trying to resolve the situation,) that he would not be paying
them the agreed upon amount for the day because of that
My guess is that that
was the reason why they were rushing and not caring as much about where they
placed the unloaded items.
Still, this scheduling
was not effectively done and was YET ANOTHER part of our move that had been
mishandled.
(I still tipped the
crew generously – and the two men in particular who left early, were very
appreciative with one of them saying, "You've made this whole job worth it." I
did not know if that meant that what I paid them made up for not getting the
full amount or what
I just knew that despite them not placing the boxes and
items where they needed to go, they were working hard in the heat and had been
courteous to me personally.)
·
**[redacted] maintains the driver and
crew would not listen to [redacted][redacted]However, during the delivery **K[redacted]
personally called and spoke with the driver to confirm they were following the
customer's directions and delivering all items
THIS
IS UNTRUE. I CALLED **K[redacted]
When
I heard about that mis-scheduling scenario -- around 9:(Central) that
morning -- I called **K[redacted] – he did NOT CALL MEI
simply did not want to encounter further miscommunication OR the kind of
runaround my husband went through to get some kind of resolution to the earlier
challenges we'd encountered with the company and I TOOK THE INITIATIVE TO CALL HIM.
Rob
told **K[redacted] on my phone (after I had
handed it to him and as I was standing there listening,) that the delay in
unloading was due to "the [redacted]deciding that some items needed to go into
storage" from the main load after they were taken into the house. Our coordinator also tried calling
[redacted][redacted] to check on the move but could not get her to answer the phone so she
contacted **[redacted] who said he would try to get a hold of her to contact JK
[redacted][redacted] called the coordinator back and reported the delivery was going "as
good as it can, considering"The coordinator
provided her name and contact information in case any issues aroseAt
approximately pm [redacted][redacted] contacted the coordinator asking about the
paperwork.THIS IS ENTIRELY
UNTRUE.
As stated earlier, I did not speak to the
coordinator again until later that afternoon, WHEN I CALLED HER TO ASK WHAT ELSE NEEDED TO BE DONE TO FINISH THE
PAPERWORKThat is the only other time I spoke to her that day.The matter was discussed with the
driver and [redacted][redacted] on how she was to check of (sic)
her inventory and sign all documentsThe driver confirmed he had the
documents and would show her how to complete the paperwork[redacted][redacted] signed
all delivery documents acknowledging all items had been delivered and services
performedNo inventory was kept of items unloaded at
second site (storage unit,) as they were being taken off the truck, as Rob had
told me they would be. Rob and the sole
remaining crew member, Randy, simply unloaded the items at the storage
facility.
1.
After the items were unloaded and it came time to sign the
inventory paperwork, I asked Rob what
would happen if I didn't sign it, as I had no way of knowing if all the items
were indeed received (because of not being able to take an accurate inventory
at the main unload site and because of him not taking an inventory at the
storage facility.)
His comment was that the company would "just
have to go with the signature on file."
The comment was again made at that time that I could "always file a
claim." In our last telephone conversation on 11/03/with **[redacted]
we told him we felt we had performed all services correctlyThe move charges
were not discussed in this conversation as he had not wanted to discuss them
I
find it exceedingly hard to believe that "The move charges were not discussed in this conversation as he had
not wanted to discuss them."
As I stated in the
beginning of this response, **[redacted], and I, want to resolve the issues for both service
performance AND THE WRONGLY-INCURRED CHARGES.
Why
would we put so much time, effort and experience so much stress over these
issues just to debate service performance without any compensation in return?
Again, I am rejecting JK's response to my initial
complaint because:
A. The company, in their responses, has been blatantly
inaccurate about what did and did not occur
We have still not received, though have asked
for at least twice, a delineated, official account of the final amounts
incurred for this entire moving contractJK Moving's response to this Revdex.com inquiry is
the first I have seen any of the final figuresWe would still like compensation - and an apology - for the way we've been treated and the frustrations we've endured
Thank you very much for your consideration to the points I
have made here. I am sure JK will again claim that they have "no evidence to support our crews committed
any service failures or the move charges were incorrectly calculated." However, my husband and I await
further response from the company before reporting their actions to its
trade associations for possible professional violationsWe also look forward to seeing any intervention the Revdex.com can provide before we take those steps
Again, thank you
[redacted]

Dear [redacted]. [redacted];
I have met with our General Manager, Mr. Michael P[redacted], to discuss your offer to settle the amount for the power washer, weed whacker, microwave, and refrigerator for $1600. Unfortunately, JK cannot allow beyond the $894 authorized for the power washer and weed whacker as we never had possession of the microwave or refrigerator.
We respect that our offer of $894 to settle this matter does not meet your approval and would like to provide you with arbitration information. JK participates in the American Moving & Storage Association Arbitration program as a method to have consumer disputes resolved by a neutral third party in the most cost effective and efficient way possible.
Regards,
Katie N[redacted]
Director
JK Moving Services | Customer Care and Government Services Division
D ###-###-####  F ###-###-#### M ###-###-#### 
44112 Mercure Circle, Sterling, VA 20166
JKmoving.com

Review: A dress was damaged during dry cleaning and the [redacted] refused to comply with the policy printed on the receipt. The policy states "The company's liability with respect to any lost or damaged article shall not exceed 10 times our charge for processing it."Desired Settlement: The [redacted] should have paid me $119.50 but he refused. I would like a cash refund.

Business

Response:

My name is [redacted] and I have been the [redacted] of Douglaston French Cleaners for many years. I have dedicated my profession in making sure my clients look their best by applying my dry cleaning services. It is important for me that my client’s clothing’s are cared for and problems with their clothing are addresses. On occasion, there are garments that I am unable to care for. When this occurs I discuss the situation with the client immediately upon garment presentation. A client ([redacted]) brought in a few garments to Douglaston French Cleaners. When the clothing’s were ready the client picked up all item except a coat and her dress. She claimed the coat and dress still had stains therefore I cleaned it again even though I didn't not notice any stains on the items. I cleaned both garments one more time in order to make sure my clients needs were met and the client was pleased the dry cleaning services. When the client came to pick up her two garments she only picked up the coat claiming the dress still had stains. We examined the dress together trying to identify the “stains”. The client continued to state the dress had stain however was unable to locate them on the dress. The client even took the dress outside to find the stains under the sunlight however could not locate the area. Even though we were unable to locate any “stains” on the dress I notified my clients that I would dry clean again to make sure her needs are met. On the last visit the client was not pleased with her dress, she claims that I “burned and ruined” her dress therefore I needed to pay for it immediately. Once again I asked her to show me the “ stain” and the “burned” marks however client was unable to do so. She proceeded to claim, “it is story police and I need to give her money”. The dry cleaning services were not charged, the client picked up her dress and left. In order to prove myself, I would like to send the dress in for lab work. However, the client has the dress in her possession and I do not know what condition the dress is in at this point. If the dress was sent to a lab, the lab would determine if there was any damages. If damages were detected the lab would also be able to identify if it was “ruined” because of dry cleaning services. In that case I would take full responsibility and pay my dues of $119.50 plus lab fees. Once again, I would like to mention the dress is not in my possessions and I do not know what condition it is in at this time. If the dress is sent to a lab and the lab is able to prove that their was NO dry cleaning related damages then I am asked for the client to proved the money for the lab fee and pay for the dry cleaning services ($11.95 x 3). At this time have done all I can to make sure my client’s needs are met. I hope this situation will be resolved soon.