J K Moving Services

This was the worst moving experience we have ever had... Items were stuffed in boxes, others loosely packed in half filled boxes, a disaster.
Nicely dressed salesperson came to our home and once he had a check we could not get him onthe phone.
Upper level "manager" was inarticulate and rude when we tried to resolve the many issues including a questionable charge for insurance we repeatedly express we did not need at USAA members.
It was a disgrace. Please save yourself the hassle and disappointment. Go elsewhere for quality service. It is surely not here.

Review: My wife was led to believe that the schedule services to be done on June 28th, 2014 would involved 4 men for a total $300 for 4hrs. One of those hours is a flat hr for driving to our location leaving us with only three hrs. Since this is a reasonable amount of time to get what we need done, my wife made the reservation. However, when we received the contract ten minutes later, it said $295 per hr with a minimum of 4 hrs. which would cost us a total of $1,300 minimum. That is not what was discussed on the phone with my wife and so we asked to cancel the reservation. However, JK moving services is now claiming that there is a non-refundable policy on all reservations. However, the reservation was just made less than 20 minutes ago with a different understanding that did not match the contract. Since the reservation was made around 10:45am June 13th, 2014, and we called back immediately after receiving the contract in our email which again was different from the verbal contract on the phone, we simply do not understand how it is constitutional for them to keep our money. We have called them to inform them that we want our money back and all we keep getting is the run around.Desired Settlement: We would like our money back. We are not using their services and we called immediately after receiving an email confirmation that differ from what was discussed verbally.

Business

Response:

Dear [redacted];

Here is a timeline, our response, and summary of actions taken for your file.

· 06/13/2014 – [redacted] contacted JK Moving Services and requested a residential move quote to move her ite** on 06/28/2014 from [redacted], MD to [redacted], MD.

§ Our Consultant, [redacted], provided **. [redacted] with a quote to perform the move advising her that we could book the move but it would require a non-refundable deposit. The reason the deposit was not refundable was as this is the busiest time of the year in our industry and every day was already booked, we needed a deposit to secure the men and truck for that time slot otherwise they would be assigned to another customer’s move.

§ **. [redacted] had a few conversations with **. [redacted] about the move requirements and **. [redacted] told **. [redacted] she needed to think it over. She then called back and requested we reserve the date and provided **. [redacted] with her credit card information to place the deposit.

§ Later in the day **. [redacted] called back and requested the move be cancelled and her credit card refunded. **. [redacted] reminded her the deposits were not refundable; however, she would ask Management to review and re-consider.

· 06/14/2014 – I spoke with **. [redacted] at length about the transaction. I advised her we would authorize the credit back to her card, but the Accounting Manager was not in the office and the earliest the

credit could be applied would be Monday. **. [redacted] thanked me for the reconsideration.

§ I placed an internal request for the credit to be applied to **. [redacted]’s card.

· 06/17/2014 – The Accounting Manager applied the credit and emailed a copy of the receipt to **. [redacted] for her files.

We regret this matter could not have been resolved to the customer’s satisfaction without her filing a complaint; however, we believe the matter has been resolved to her satisfaction. Please advise if you need further information from us.

Regards,

Director

Review: We moved from [redacted] MD to [redacted] SC on the 27th of June 2014. We had hired the J K Moving company to pack and move our entire household. Several month prior to our move, J K Mover's representative came to estimate the amount of items to be moved. They quoted a cost of around $9500. I was assured that all was going to be taken care of professionally and for me not to have any worries. My husband ( 79 years old in a wheelchair ) and myself at age 76, trusted that we would be in good hands.

On the 26th of June 4 young people came to wrap and box up items. On the 27th the moving truck and the movers arrived. The truck they brought did not look large enough to me, but, I was assured by the driver that all was fine and he knows what he is doing. After all, he moves households every day. I was surprised they did not come with an 18 wheeler, however.

As the day came to an end, I was told the truck was loaded to 100% capacity. Needless to say, lots of items where still to be moved. The driver had to call his office to request for a second truck to come by to get the rest of the furnishings.

HERE IS WHEN IT GETS TRICKY AND ALL MESSED UP

The driver asked me if the second truck could pick up the rest the next day. I had to call the new owners to get permission for the crew to go into the yard and house. The new owners agreed it was fine. (They were on vacation)

All items that still needed to be picked up had been listed on paper for the second crew to pick up. From here on all went wrong. As of today, we are still waiting on big ticket items, including a $2000 refrigerator, a $600 power washer, expensive garden tools, collectors items, small items such as [redacted] sunglasses and much more.

I made many phone calls to J K Movers. At first I was told, they will take care of it and look into it. Now, I am being totally ignored. They do not return my calls.

I feel that I was taken advantage of and discriminated against because of our age. I feel helpless! This company has literally stolen what was ours. What can we do in order to get back what belongs to us?

Thank you,

Business

Response:

Dear [redacted];

It is regretful [redacted] was not satisfied with our move services. Our team has tried its best to accommodate **. and [redacted]’s move needs. Unfortunately there were some complications during the move resulting in some of their ite** having to be returned to [redacted], Maryland. Here is a brief summary of events for file:

· 06/25/14 – JK crew arrived and packed the contents of **. and [redacted]’s home.

· 06/26/14 – JK crew arrived to wrap and load contents of **. and [redacted]’s home.

o The shipment was estimated to be 11,900 lbs., instead it was 14,460 lbs.

o All ite** would not fit on the truck, so another truck was assigned to pick up the ite** not loaded.

o [redacted] was present during the load.

o Freezer had not been unloaded and defrosted. Driver advised [redacted] he could not take the unit with the contents and not being defrosted. Not enough time to defrost on load day.

o All documents were signed confirming all ite** had been loaded for transport.

o Check on call was made by the Coordinator, she was told everything was going very well.

· 06/27/14 – Second JK crew arrived to pick up the ite** did not fit on first truck that were located in the sunroom. **. and [redacted] were not present, nor the new homeowners so the driver loaded the ite** located in the sunroom. The refrigerator was not located in the sunroom, nor to the driver’s knowledge had it been serviced for transport. The second driver loaded all ite** left and transported them to the [redacted]’s in South Carolina.

· 06/28/14 – Main portion of shipment was delivered to residence.

o The Coordinator contacted the [redacted]’s and was told everything was going well.

· 06/30/14 – Overflow shipment was delivered to the [redacted]s

o **. [redacted] reported to the Coordinator there was an error and items that should have stayed in MD had been moved to SC.

o The driver incorrectly re-loaded the items (a mower, weedeater, heater, and power-washer) **. [redacted] stated should not have been moved on the truck trying to accommodate the [redacted]s.

· 07/08/14 – [redacted] contacts the Coordinator to find out about status of getting a refrigerator moved to SC and status of items returned to MD.

· 07/15/14 – The Coordinator updated [redacted] regarding the status of items and provided her with a quote to move the refrigerator and the power washer back to SC. [redacted] declined paying for the transport of these items so no arrangements were made to move them.

· 07/29/14 - The items were then transported back to our Sterling, Virginia facility and turned over to our Dispatch Team.

· 07/30/14 – The Coordinator contacted [redacted] to get delivery contact information and was provided the realtor information and the names of the new homeowners. The Coordinator contacted the realtor who met with our Dispatcher to receive the items that needed to be returned – a mower and a heater were returned to MD. However, the [redacted]s now wanted the power-washer and weedeater taken back to SC.

· 07/31/14 – The mower and heater were turned over to the realtor who returned the items to the new homeowners. The other two items are at our [redacted] facility. The realtor told the Coordinator he would make arrangements to move these items to SC for the [redacted]s.

Again, we regret **. and [redacted] were not satisfied with their move services though at the time of the move signed all documents and told their Coordinator everything was being performed to their satisfaction. As you can see, many attempts were made to try to resolve this matter for the [redacted]s at no additional cost. Had the refrigerator been ready for transport on the day of load or when the second truck arrived we would have moved it to SC. Someone should have been present or clear identification of the ite** needing to be moved should have been made and they would have been collected and transported to SC. Instead, we moved items they did not want moved, and now have items we did move for them to SC – that they had us move back to MD to return – to then decide they now want them back in SC.

Our drivers, Coordinator, and Dispatcher have tried to accommodate [redacted]’s requests; however, transporting items to/from MD to SC is expensive. We have been transporting these items back and forth at considerable expense and no charge trying to accommodate [redacted]’s request. We offered to move refrigerator, power washer, and weed eater to SC for **. [redacted] for a highly discounted fee, but she has declined the offer and does not want to pay for the service. Therefore, we will make another attempt to contact the realtor so he can forward the items at our warehouse to her, then consider the matter closed.

Please advise if you need any further information from us. We appreciate the opportunity to respond to this complaint.

Regards,

Katie N[redacted]

Director

Review: JK Moving did not fulfill their contract. They did not ensure my property was set up in its intended location. They damaged my house without repairing it. They lost pieces to my furniture and did not assemble it per the contract. The supervisor of the move did not ensure all items were received and put in their desired locations. The company just brought the furniture in and left it anywhere they felt like. I filled out JK's required claim form on January 23, 2014, and have not heard back from the company.Desired Settlement: Refund of payment for not completing the job per contract

Business

Response:

Dear [redacted];

Here is a timeline, our response, and summary of actions taken for your file.

· 09/21/2013 – JK Moving crew performed storage in services for [redacted]. Customer was satisfied with services.

· 01/04/2014 – JK Moving crew delivered her household goods items to her new residence located in [redacted], VA.

· 01/06/2014 - [redacted] reported to her Move Consultant and Coordinator that some wall damage had occurred while moving in the furniture.

o The Coordinator notified the JK Claims Team and sent the customer claim forms to complete.

· 01/08/2014 – JK Claims Team assigned the reported damages to [redacted] Restoration to respond and repair.

o [redacted] Restorations contacted [redacted] and scheduled an appointment for 01/20/2014 for the inspection and repairs.

· 01/20/2014 – [redacted] Restorations met with [redacted] and performed repairs to some walls and floors.

o [redacted] noted she had some furniture items that had not been re-assembled, which [redacted] Restorations reported back to the Claims Team.

o The Claims Team checked with the crew foreman. He advised that they had re-assembled all items they had dis-assembled.

o Even though [redacted] had elected not to purchase valuation for her move remain with limited all coverage to sixty cents/lb. per article and that the items that were not re-assembled were the items she had dis-assembled at origin; the Claims Team assigned [redacted] Restorations to respond back to [redacted]’s home to re-assemble her items.

o [redacted] declined having [redacted] Restoration perform the re-assembly and wanted to be paid instead. This was not authorized.

· 03/29/2014 – [redacted] disputed her move charges with her credit card company and all funds were deducted from JK.

· 04/08/2014 - JK Moving Services appealed the charge deduction

· 04/21/2014 – The credit appeal was approved and funds were returned to JK and the account is paid in full.

· 06/13/2014 – Prior to closing out the claim, it was reviewed again by management and decided to again allow for the re-assembly of items. On June 13, the Claims Manager, [redacted], emailed [redacted] advising her that as the account was now paid we would honor our original offer and have [redacted] Restorations come out and re-assemble her items if she still wanted them to.

o Assignment sent to [redacted] Restorations.

o No further communications received.

We regret that [redacted] was not satisfied with our service; however, we have tried to be fair and reasonable in accommodating [redacted]’s need to have her items re-assembled. JK was only responsible to re-assemble the furniture items we had dis-assembled when brining into storage; however, [redacted] is not happy we will not re-assemble items that were dis-assembled prior to being placed into JK’s care. We could have arranged for a service provider to re-assemble the items they had dis-assembled, but this is at an additional cost which [redacted] did not want to pay.

Therefore, in the interest of trying to be fair and reasonable we have authorized [redacted] Restorations to perform the re-assembly of her items and hopefully bring this matter to a close. Please advise if you need further information from our team. Thank you for your attention to this matter.

Regards,

Director

Review: We hired JK Moving through our relocation company to move our stuff from NYC to VA. They broke a number of items and we submitted a claim for them. One of the items was a damaged hard drive where we had to pay a data recovery service to recover our very important data (pictures of our kids since they were born). It was $3800 to recover it. They refused to pay for it even though they paid for the damaged hard drive, basically admitting it was their falt and they damaged it. We were shocked they wouldn't pay for the data recovery since it was their falt. We would like to get compensated for the data since they broke the hard drive.Desired Settlement: Reimbursement for data recovery from the damaged hard drive.

Business

Response:

August 12, 2013

Dear **. [redacted];

We regret we were not able to resolve **. and [redacted]’s move claim to their satisfaction; however, we have made every attempt to settle this claim fairly and reasonably. JK did pack and move this customer’s items from New York to Virginia in May. This shipment was delivered to residence on 05/22/2013; on 05/28/2013 we were notified there was a problem with their portable hard drive unit and we immediately forwarded them a claim form to complete and return as well as instructions on how to prepare the form and not to repair or replace any items as it may void their claim.

On 06/10/2013 **. [redacted] emailed our Claims Team stating there was damage to their hard drive, requiring replacement as well as a damaged dresser and missing umbrella pole. He reported that the IT company, [redacted], he had retained would not recover his data until their invoice of $3854.00 was paid and asked how quickly the claim would be settled. The Claims Team responded stating that since an actual claim had not been filed, they could not make any determinations regarding responsibility or what items would be covered.

On 06/11/2013 JK received the completed claim form via email from **. and [redacted]. Our Claims Team immediately acknowledged receipt of the claim form via email, also instructing the [redacted]’s no actions should be taken to repair or replace any items until the claim has been resolved or it could void their claim. Our Claims Team then began the adjudication process of the claim, contacting [redacted] as well as other firms to document the nature of the damage, if it was transit related, and the repair requirements and costs. However, it was discovered **. and [redacted] had already had the repairs done to their hard drive, prior to the authorization - so it was not available for inspection.

On 07/11/2013 our Claims Manager, [redacted], sent the [redacted]’s an itemized breakdown of the settlement JK was making regarding the claim.

No allowance was made for the recovery of the missing data claimed to be on the hard drive as we are not responsible for digital data, photos, etc. as well as the following reasons:

• The recovery action was taken prior to inspection and responsibility for the data loss being established.

• This action was taken prior to JK’s acknowledgement and acceptance of these costs as well as JK did not have the opportunity to inspect the claimed damage prior to it being restored. JK has its own technical resources and these services could have been performed for a much reduced rate had JK been given the opportunity to inspect and repair the device.

In closing, JK regrets any of these damages occurred to the [redacted]’s shipment while in our care and their filing this complaint with the Revdex.com. We value the opportunity to provide quality services to every one of our customers and we have tried to make fair and reasonable settlement with the [redacted]’s to include allowing for all of the other claimed damages or loss. However, their taking the damaged hard drive and having the data transferred prior to allowing JK to inspect as well as acknowledge and agree to accept responsibility for the cost did not give JK the ability to properly determine responsibility as well as have the data recovered at fraction of the cost claimed through its own resources.

We are always committed to resolve these matters in the fairest way possible. Pursuant to Surface Transportation Board guidelines, JK is willing to submit this matter to arbitration through the AMSA Household Goods Dispute Settlement Program if the [redacted]’s so desire.

Please let us know if you need any additional documentation. JK values its standing with the Revdex.com and would like to provide any information to support how this determination was made.

Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: JK Moving told us to get a quote on the recovery and that is what we did. The data was not recovered until we were informed by JK Moving that they were not going to pay for it. This is a flat out lie by JK Moving in an effort to not pay for property that they damaged. They admit they damaged our hard drive yet they will not pay to recover the data on it. There is no way JK Moving services has a high tech enough IT department to recover this data. We took it to several other computer shops with data recovery services prior to sending to [redacted] and no one could recover the data because the drive was so badly damaged in the move. [redacted] is a highly technical highly specialized service. Even with their service they were not able to recover all of our data. So we are still out data that is very valuable to us due to JK Moving's negligence. This is a matter of right and wrong. If you look at all the reviews for JK Moving online, they do this to everyone. They try to get out of paying for goods they damaged with everyone they move. It's amazing no one has held them accountable.

Regards,

Business

Response:

Dear **. [redacted]; We just wanted to follow up regarding the above referenced complaint. We are happy to report that we have been able to resolve this matter with **. and [redacted]. We were able to reach an agreement to allow $1927 towards half of the data recovery cost (we had previously allowed for all other claimed items and settled), which **. [redacted] found acceptable given the circumstance. We regret the length of time it took to bring this matter to a close, but are happy that we were able to resolve it amicably. If we can provide any other information on this complaint please let us know. Thank you for your attention to this matter. Regards, [redacted]DirectorJK Moving Services | Government Services and Customer CareD ###-###-#### F ###-###-####

JKmoving.com