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Jabbour & Randolph Moving Services Inc

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Jabbour & Randolph Moving Services Inc Reviews (4)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

In response to the complaint sent by Jeremiah [redacted] to Revdex.com on 7/1/2014: ID # [redacted]
I know the following is long and tedious to read, but it does show the time and effort that was taken by the owner (at the owners request) to...

take care of the problem.
On Wednesday (June 25, 2014) I received a call at approximately 11:20 am from tenant about a problem with the refrigerator in the home they were renting through our company. Renter explained the night before the refrigerator was not cooling & in the morning the temperature was at 60? in the refrigerator and 61? in the freezer. I told the caller that I would call the owner to find out how she wanted us to proceed.
All of the following times are from the home owner’s phone records.
11:28 am I made the first call to owner – no answer.
11:29 am I made a second call to owner – no answer
11:30 am I made a call to the owner’s daughter (the back-up contact) and was told she would try to reach her mother and have her call us back.
11:38 Owner received a call from her daughter
12:00 I received a call from the owner telling us her phone had been accidently turned off & asked what the problem was. I gave her the information about the refrigerator problem and she said she would take care of it & call him back.  3 min.
12:06 - Owner called our office
12:08 – Owner made first repair call – no help
12:20 – Owner Called our office
12:28 – Owner made first call to tenant explaining she was trying to get a repairman.
12:32 –Owner made Repair call – no help
12:40 – Owner made repair call – didn’t service this area
12:43 –Owner called ###-###-#### – Left message
12:45 –Owner called ###-###-#### – [redacted] – was told first repair service was Thurs. she begged him & he said he would send his tech, would squeeze us in but sometime after 3 pm. 
1:01 – Owner received a voice mail from tenant
1:02 – Owner return call from tenant and explained the situation, but was still trying to get a repairman.  Owner told tenant he did not have to wait at the house because no one would be there until after 3 pm and we didn’t really have a scheduled appt & weren’t sure what time they would show. Owner told him repeatedly that [redacted] would call her first and she would have someone there to meet them if tenant was unavailable.
1:12 – Owner called [redacted] No Help
1:29 – Owner called ###-###-#### [redacted] confirming not until after 3 pm
1:55 – Owner called ###-###-#### Left message
2:45 & 4:13 pm owner called Connor Jacobsen to give us an update on the situation
4:13 pm called Connor Jacobsen with this update.
At 5:03 pm tenant called owner to report that repairman was not there yet. Owner told him we were told sometime after 3 pm. They were squeezing our appt. in at the end of the day. Tenant was complaining that no one was @ Connor Jacobsen. The phones were on the answering service and he knew the staff was still inside.
 At this point the tenant came into Connor Jacobsen and demanded to speak with the manager (who was there) and identified himself and demanded to know who the owner was and I responded I was the owner.  I was speaking to one of our clients at the time and the tenant began complaining about our lack of trying to resolve his problem with the refrigerator and that the repairman still hadn’t arrived and we should have a refrigerator available for him. I explained we were a Real Estate office and did not have appliances available here.  I explained to him that the owner was expecting a repairman sometime after 3 pm and at this time of year it’s extremely hard to get appliance repair service. He left very agitated and we did not hear from him again that day.
5:15 pm Rent-a-center called the owner and confirmed the rental refrigerator would be there the next morning.
5:41pm Tenant called the owner to ask when the repairman was coming & told her he went to Connor Jacobsen office and spoke with Marie, he said he was upset and disgusted.
Here are the text messages between the home owner and the tenant:
6/25/14 @ 6:35pm
From tenant to owner: Defrosting element broken. Will take a long time to get parts to fix. Could have loaner fridge tomorrow at earliest says most realty offices offer compensation for this type of inconvenience.
From owner to tenant: He (Rent a center) will arrive @ 10:00am. Please have ([redacted]) call me with an estimate.
From tenant to owner: Can I leave it to you to work with Connor Jacobsen about this?
From owner to tenant: I will speak with Connor Jacobsen about this. RAC will be there 10-10:40 am. I told him it was ok to put the fridge (old) on the deck up against the wall next to the table with the light. And thank you for being so patient & understanding.
From tenant to owner: Owner’s Name, I just got home from dinner. The repair guy (repairman’s name), left his business card. His cell is ###-###-####. I think you should call him because his message says his company could provide loaner fridge too. But we don’t want 2 loaner fridges coming here Tomorrow.
From owner to tenant: Thank you, I’ll call him and tell him not to bring it since I already have one coming.
June 26, 2014
From tenant to owner: What an inconvenient 48 hour interruption this has been. I am going to Connor Jacobsen office this afternoon to express my dissatisfaction with their management practices and their lack of an adequate response time and to request a prorated financial compensation.
From owner to tenant: When did you first contact Connor Jacobsen
From tenant to owner: I first noticed fridge wasn’t cold enough Wednesday (actually Tuesday) evening. So Thursday (actually Wednesday) morning around 9 or 10am I called them. (It was actually 11:20 am). They “seemed” to be working on it but didn’t get much done until you called me. Only then was there any progress at all in getting a repairman. I sat in the house almost all day yesterday waiting for repairman. This morning too, waiting for the rental fridge. I was just amazed that Connor Jacobsen didn’t have alternative and a quick solution.
Phone calls June 26, 2014
9:14 am I call [redacted] repairman and left message
10:40 am Tenant calls & said RAC not there yet
10:52 RAC – promised delivery by Bob by 10:30 he said de decided to call the delivery staff in instead of bringing it himself. They should be there by 11:15.
10:55 Owner called tenant – to say they were 15-20 min. away.
11:34 – Owner called ###-###-#### – RAC at the house.
11:39 – RAC Won’t disconnect water line of old refrigerator. Told him to put refrigerator under poster in LR/DR
After noon time on Thursday the tenant came to Connor Jacobsen very apologetic for his actions the evening before and asked how much Connor Jacobsen would reimburse him for all his inconvenience over the refrigerator problem. I explained to him that we could not give him anything without the approval of the owner, since the owner is the one to make that decision. Since we work for the owner, we have to take our direction from them. He was very surprised by that fact and left the office.
When the owner stopped in later, and I repeated the request of compensation the owner approved us to give the tenant $125.00. For the chicken they said they had to throw out and the milk and formula. Since the problem started on Tuesday evening and we weren’t notified until Wednesday morning and the problem was solved with a rental refrigerator within 24 hours of being told about it we don’t know of anything more that could have been done.  We are at the mercy of the repair companies and appliance rental companies.
Again, since we work for the homeowner and take our direction from the owner and this particular owner wanted to handle this particular situation we have to step back and let the owner take charge.
I do apologize for the length of this response, but a lot happened in that 24 hours.
[redacted]
Owner: Connor Jacobsen Realty, Inc

After I received this complaint I did contact the person making the complaint and explained that the check, #70001, did indeed get sent to her in our batch of checks processed on July 21 and mailed on July 22. We usually send out about 100 to 125 checks in each batch. We did send the tenant another...

check, #70214, dated August 6, 2012 and cleared through our bank on August 11, 2014. I did ask the tenant to please return the first check (number 70001) when it's received.
There were several checks in the July 21 batch that had not been deposited when the tenant made the complaint, but they have since been deposited. We have no idea what may have happened to the original check to this tenant at this point only that it is probably still lost in the mail since we not received it back yet. I do apologize if the tenant felt that our manager was rude to her.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
While this detailed response of calls from Connor Jacobsen to the owner, and from the owner to rental centers and repair shops may tell what happened between them, this is really not addressing my complaint. 
 
I take issue with the response which indicates that the owner offered to have someone available to meet a repairman at the rental house.  The owner indicated that her daughter, who evidently lives and works in the Bethany Beach area, was working and would be unable to assist.  We were uncomfortable leaving our belongings unlocked, and thus remained at the house, awaiting the repairman, and awaiting the delivery of the "substitute refrigerator".  No one from Connor Jacobsen nor the owner herself,  agreed to assist, and we were at the mercy of the situation.  
 
We understand that these things happen.  Connor Jacobsen indicated that there had been previous problems with the refrigerator in this unit before.  However, we believe that our contract was with Connor Jacobsen.  They need to have a quick solution for such issues, and if one pays for 7 days and nights under the contract, one should receive such.  That means financial compensation for the time missed, as well as the loss of the spoiled food.  
 
We also believe that Connor Jacobsen failed to address the issue of their own unprofessional behavior when accusing our family of failing to vacate the premises by parking there.  They should have checked.  The keys had been turned in according to contract and our family was not there.  It is unprofessional to hang up the phone on someone, after wrongly accusing them of this. They surely found out after this rude  accusation that our family was not there.  An apology is in order.

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