Jacobson's Moving & Storage

The refund check has been mailed.

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.I am not able to accept Jacobson's response because it is so pathetic.  I am well aware that Jacobson's is completely unwilling to provide any type of compensation for the mess they created, nor are they willing to even attempt to repair a relationship with a customer by offering an apology.  You know - like a PROFESSIONAL business would do?! NordicTrack will receive a copy of this complaint, along with Jacobson's (pathetic) responses.  NordicTrack will then have to decide if Jacobson's is the type of company they will continue to trust to deliver and set up their products.I expect nothing else from Jacobson's at this time, because I know they are incapable of providing me with anything useful.  In addition, our new NordicTrack has been delivered and will be assembled by QUALIFIED personnel later this week.  Jacobson's mess has been cleaned up by NordicTrack, in our case.  My hope is that anyone in the LaCrosse area that is looking for a moving company reads this, makes an informed decision, and chooses a different moving company.  
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

We are standing by our reply and feel we do not need to refund the $150.00 in delivery charges.

Tell us why here...On [redacted] Jacobson’s Moving & Storage was contracted by another logistics firm for the delivery, set up and debris removal for the [redacted] NordicTrack treadmill. We would like to address some of the issues stated in the complaint....

1.       It is stated, that we were more than 4 hours late, due to delivery schedules, we cannot promise specific appointment times. They were given a delivery window of 1 PM – 5 PM which was agreed upon by them. Jacobson’s crew did arrive within the appointed 4 hour window for delivery.2.       It is stated that the delivery crew came into their home without introducing themselves or the purpose of the visit. Jacobson’s crew was greeted outside of the home by the family. Each delivery is usually accompanied with paperwork for the crew and customer to review prior to the delivery; it was at this time that they made their introduction and the purpose of the visit known. 3.       It is stated that Jacobson’s crew members seemed perplexed and apparent that this was the first time we had ever done a treadmill of this nature. We at Jacobson’s Moving & Storage have been the locally contracted delivery company for several years; our delivery crews are very familiar with all of the NordicTrack models and the proper assembly process. 4.       She also goes on to state that the men seemed perplexed by the fact they wanted this placed in the basement. The men were more than willing to move this to the basement, but informed the home owner that they would have to unbox it upstairs and then transport it to the basement due to the size of the box and the fact it would not fit in the stairwell. According to crew members, the husband was the one who took it upon himself to start moving the item while boxed into the basement, at this time he became stuck; they then had to unbox it in the stairwell. She also states that her husband had to supply the men with tools, each of Jacobson’s trucks are fully equipped with a tool box. If there was any tool used of the customers it may be due to an item needed was misplaced or incorrect size available.  5.       It is also stated, that since the instillation that the treadmill has not functioned correctly. When the delivery crew left the treadmill was in working order, they did start it and run it for a period of time to insure that it was correctly assembled. If it’s not work properly it was done to the treadmill after the crew had left the home. If there is physical proof from a certified manufacture repair company stating that this is a defect form assembly, we have not seen this proof to address said issue. Any damage done to the treadmill may be from the improper fit down the stairs.  Unfortunately we would have to see the proof as stated to this claim.  6.       Finally it is stated that the young child in the home was so badly traumatized that he was unable to release the mother’s leg or sleep that night. The delivery crew stated that the child was upstairs, and they could hear the child running around giggling, playing and very happy. She also states that her husband was downstairs and unaware of the child’s behavior. The driver, states the father asked us if we would honk the horn to our truck as we left since his son really liked big trucks. The driver also states that both the father and son were outside, so we can make the little guys day by blowing the horn. They were both happy waving goodbye.

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]I will respond to Jacobson's numbered points first, as there are many lies that I would like to point out:1. We did not agree to a delivery window of 1-5 (LIE #1), my husband was told that the treadmill would be delivered at 1 pm.  We have to pick up our child at 4:00pm, so we never would have agreed to a window of 1-5. It was the Jacobson's secretary that my husband was speaking with, who told him that the treadmill would be delivered at 1 pm.2. We did not greet the Jacobson's employees outside our home (LIE #2). Our treadmill was delivered in mid-December in Wisconsin....we were NOT outside.  We were, however waiting by the front door, as we had been waiting for approximately 4 hours beyond the agreed upon delivery time.  No paperwork was reviewed prior to the delivery, and again - NO INTRODUCTIONS ever took place (LIE #3). Even if they had introduced themselves to one of us - wouldn't the professional, proper thing to do be to introduce yourself to all members of the family whose home you are in???3. Jacobson's secretary told me herself that the employee who normally does the treadmill assemblies was out due to a family funeral, and that the 2 employees that came to our home are not the ones who normally set up the treadmills.  So I still believe that the 2 employees that came to our house had never done a treadmill assembly (LIE #4).4. My husband did suggest that they attempt to get the treadmill into the basement without unboxing it, and the younger employee agreed.  They did end up needing to unbox it at the bottom of the stairs.  I'm not exactly sure why this was relevant?? Whether Jacoboson's normally stock tools is irrelevant, the fact remains that my husband needed to supply the employees with tools.5. There is NO possible way that they ran the treadmill for a period of time after assembly, since there was NO KEY IN THE BOX (LIE #5).  The treadmill will NOT FUNCTION without the key.  NordicTrack had to ship us a key - this can easily be verified by NordicTrack. I definitely do NOT appreciate the implication that we somehow damaged our treadmill, or that the damage happened because the treadmill had to be unboxed in the stairwell.  It was all of the interior parts (i.e. motor controller, front and rear rollers) -- that were damaged by Jacobson's employees.  In addition, the repair tech said that Jacobson's "dropped hardware down into the motor hood - frying the controller, the storage latch was reversed and unusable, the main wire harness was pinched".  These are are just a few examples of the many things that were wrong with the treadmill, and are issues that result from incompetent people attempting to set it up.NordicTrack is sending us A BRAND NEW TREADMILL (free of charge), as they feel it is easier to give us a new one, than to continue to attempt to fix the one that Jacobson's delivered.  Now, do you really think they would be willing to do this if they felt it was us that damaged the treadmill???  Needless to say, Jacobson's will NOT be delivering or installing this treadmill.  My sincere hope is that NordicTrack attempts to recover their losses from Jacobson's.  If I had any say in it, that is EXACTLY what would happen.6. The Jacobson employees never even said hello to my child, so I find it very hard to believe that they paid enough attention to him to know that he was "running around giggling, playing and very happy".  LIE #6.It is because I am a good mother that my child was eventually able to be distracted and engage in play.  This does NOT negate the fact that he was traumatized by the Jacobson's employees - specifically, the older employee.  The younger employee even witnessed my child being upset, and that was one of the occasions that he apologized.  If not for the behavior of the older employee, then what was he apologizing for??? My husband did ask the younger employee to beep the horn when they left, because my child likes beeping.  We did encourage our child to wave goodbye, as we were attempting to assure him that things were fine - even though they were not.  Again, we were NOT outside at 6-something at night in mid-December in Wisconsin with our 2 year old child (LIE #7).  We stood at the door and waved.  In addition, there was nothing mentioned about the Jacobson's employees not protecting our carpet, throwing their smokey jackets on our couch in their response - I wonder why???As of this date (Feb 18, 2016), Jacobson's still has never even attempted to contact me to discuss the issues we had.  I find Jacobson's response to my complaint pathetic.  NordicTrack is having to REPLACE our treadmill -- and Jacobson's can't even offer an apology???  And for them to try to minimize what my child experienced because of them - all I can say to that is... they are the ones who have to live with what they did.  They have to look themselves in the mirror, and try to sleep at night.  Good luck with that.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me only when I have received the check and it clears the bank. 
Regards,
Bee [redacted]

Review: Awful, awful company! From the beginning of our move, they messed up every step of the way. Extremely poor communication. They bungled the pick up of our items & could not get it done on the date noted. This after I called the week prior to confirm pick up. Found out from guys loading that she double booked them that week & in their words "was making promises she could not keep". We were told delivery will be between June 12-17....items not delivered until July 11th. We had only blow up beds, minimal clothing & kitchen items as we did not expect to be without our items for so long (2 kids to keep busy with no toys/bikes). Another trucking company happened to notice our delivery waiting in the national scheduling program the van lines use & offered to pick up our stuff. If it was not for that co. reaching out we would still be waiting. Jacobson tried to blame North American Van Lines, but both companies are at fault. Then Jacobson lost our articulating TV wall mount. They tried to blame the driver but he had it noted on his inventory that it was never loaded. They blame everyone but themselves. Their typical answer is "I don't know". Four days from my initial call that the mount was missing, I am still waiting for a response. The owner is also horrible at estimating. She walked thru my house. I got rid of an oak kitchen table, 5 oak chairs, 3 cabinets & at least 10 bags of clothes AFTER she walked thru (at the time of walk thru, I thought those items would need to go with us & pointed them out to her). She was still 1100 lbs off so our estimate was way off compared to the final cost. I understand an estimate is just an estimate, but 1100 lbs off? The guys loading the truck said they did not think I had the weight she estimated & my estimate may be less. They said she is usually very close,however, I don't count being 1100 lbs off as close as it was $1500 more than estimated. So, the combined stress from the late pick up, extremely late delivery & poor communication,no one should go thru this.Desired Settlement: I will not verbally speak with this company anymore. They are inept and beyond clueless to the point of my extreme frustration.Any correspondence will have to be via email or US Postal Service. I want resolution regarding our lost articulating TV wall mount.

Our initial consultation was very professional however the relationship significantly devolved from there. When loading our stuff onto the truck, my husband noted one of the movers throwing our things back onto the ground because he was being brought our items in the wrong order. We were hesitant to complain at that point as they were taking all of our stuff into storage for two months while we awaited our new home. Fast forward to moving into our house- we were initially told our things would be delivered on a certain date and then received a phone call at 5 pm the previous day that they weren't sure when our things would be delivered but it definitely wouldn't be the next day and potentially would be one of the two days after. My husband and I have full time jobs so that wasn't really feasible for us. After repeated complaints from us, our things were successfully delivered. That's when my true complaints begin. The level of damage we found was unbelievable. There was a hole in the top of my brand new nightstand. Our floor stand vanity mirror was shattered. Our dresser mirror was shattered. These are all things this company packed itself. We also were not provided a receipt. We called our contact at Jacobsons (Patty) four times over two weeks and were told each time that she was out of the office and would call us back. No call back. I finally called and threatened to report the company to the Allied headquarters and suddenly Patty just happened to walk through the door while I was on the phone. It then took another week to get the receipt after repeatedly telling me I would "get it tomorrow". Patty also attempted to overcharge me for the storage of our items until I corrected her and actually calculated the charges for her. Finally Patty did her best to fully blame the driver for all of the damage despite what the driver himself told us about the state of our things (thrown into a storage unit in complete disarray). We called Allied directly and they said that this is not the first time they have received similar complaints.
In summary- do not use this company. They will lie, attempt to cheat you and break your things.

I had to move my elderly parents and brother who has special needs from LaCrosse, WI to New Jersey in late March 2016. I was originally told by the office staff that it would most likely take about 2-3 days for the items to arrive. This was good because I traveled from my home in Florida to get them packed and to be there when the movers came on March 28th. I then had to drive them from LaCrosse to New Jersey, which took 2 days and I figured we would be there by the time the truck arrives. Even though the paperwork I signed said that it would be delivered between April 1st and 12th, Amy at the office told me about 2-3 days. When I got to LaCrosse and after they loaded the items, I was told that most likely it would be at least April 5th before the items arrived in New Jersey. I explained to them that my 89 year old father, who is on medication, only took with him a few days' supply and the rest, unfortunately was on the truck. This was because they were told the items wouldn't take that long. My special needs brother also needed items that needed to be on the truck because he is legally blind and has Cerebral Palsy. When I tried to explain the situation to the office staff, they were extremely rude and did not care about the situation. They told me that there's nothing they can do and that we had to live with it. I even asked if they can have the driver re-route in order to see if he can arrive earlier and they would not. Needless to say, our experience with this company was terrible from the beginning. The staff was rude, workers were careless and they don't care about the customer. If I had known they would not be true to their word, I would have never used them.

We first contacted Jacobson's Moving & Storage via phone and a follow up email on May 24, 2013 to request an estimate for a move. We were sent a cube sheet to complete which we promplty returned via email the same day. We called to confirm they recieved the cube sheet and Heather Fischer stated they did and would call back with an estimate. We called at least 5 times and were told a different story each time why they did not have an estimate and they were not sure they could fit us in. We had to keep calling and they finally literally informed us they could move us the day before the actual move date of 31 May 2013. They still did not have estimate or any kind of price what-so-ever. When they showed up a man from North American Van Lines lead the move. There were 2 men and a small truck to move a 4 bedroom home. They had to call for an additional truck and additional men. 4 hours later we were informed we would be charged $1058.25 for what they said took 8.5 hours and then added 6 hours of driving from La Crosse, WI to Sparta, WI. When we questioned the charge we were told they were perfectly clear about the charges. This is a bold face lie. They were never clear and never called us. We had to call them and even then they were vague. We were then informed we would be charged from the time they left our house until they got to LaCrosse to unload. They told us we would recieve a call when they completed the unloading that day. We were never called. We kept calling and finally on June 18th Pati Jacobson told me it would be an additional $891.75. She also told me it would cost $30 and hour if I needed to get anything out of storage and if I needed to get into the storage unit to call her at least an hour ahead of time and only one person could enter. I did not recieve a bill for July so I called twice and Heather called back to say she was out of the office and did not have time to send the billing out but to avoid a late charge I could pay over the phone. That was on 1 August and I was charged $273. We called to set a delivery date up for 28 August and I asked for an estimate only to be told it depends on how long it takes. I have been in the military for 24 years and this move has been the MOST UNPROFFESIONAL move in my entire life. I will never recommend this business to anyone and if I happen to be asked I will say DO NOT DO BUSINESS WITH THIS COMPANY EVER.

Where to start with the worst move I have ever had. I called Jacobson moving in late April/early May of 2014 with an anticipated move immediately after Memorial Day. My original inquiry was for climate controlled storage which was quoted at $39/month. This sounded great and I was asked how much would be to pack and move into storage. I told Jacobson I have a 1 br apartment and that I would need it stored for approximately 3 months. It was explained that they store the goods in "crates" although nobody knew (main office, packing movers, delivery movers) how big they were when asked, I was given a "I think... 7’ X 10’ and it could possibly take 2 crates but that won't be known until it is in the warehouse.” Not the most detailed description but a 7x 10 unit sounded bigger than my previous 5x10 storage unit. I asked how much it would be to have movers come pack and move my things into storage given the quote of $94.5/hr. I thought this was a reasonable rate and set a move date of May 27.
Then came move day, May 27, 2014. The company starts your time when the movers write down that they "start your job" getting materials in the truck, driving over, inspecting the apartment then came the packing. I had 2 movers show up; they came with new boxes, packing tape, and old packing paper crumpled up in a box. So for about a half hour the movers and I sat there and charged me while we uncrumpled this packing paper instead of showing up with new packs to do this job. Upon uncrumpling and using all this paper they discovered they were unprepared and did not have any more paper available! Surprise! We have to go back to the shop and get some. Tick tock the clock is still charging away at 94.5/hr while they go get supplies that should have been there in the first place. After 45 minutes to an hour while the one mover returned to the shop the second mover and I waited in my apartment for his arrival... more lost productivity. Finally what should have been a 2-3 hour job was done in 5 hours. The household goods were taken from my place and were to be put in storage and all while the clock was still ticking (however long they said it took to "crate" it) I received a call from the office asking how it went and I voiced my displeasure over the ill-preparedness and lack of urgency to complete a time sensitive job. After implying that I was lying and asking the lead mover what had happened the main office grudgingly took a half hour off the bill and informed me that the bill for storage and crating fee would be sent to me later and I never received an invoice for the packing and move portion of this endeavor and the charge for 4.5 hours was applied to my credit card.
Fast forward to July 16, 2014, I FINALLY received an invoice for the storage. July 16, 50 days after moving and what did I discover? It took 3 crates ($117/month crate fee) and 1 of my two couches went into an overstock area with an additional 17 dollar fee. The crates must be 7x10x3 because after fitting all my goods, besides my new couch, in a 5x5x10 storage unit I was in disbelief. Also had the company communicated this information in a timely manner I could have taken custody of some of the goods keeping cost down. Well everything is already in storage and I move in less than a month so decided to just keep it there. I called on August 5 to arrange a move date as soon as possible in August and the earliest they could accommodate me was August 20.
August 14 at noon I receive a phone call from Jacobson moving asking if they could deliver my household goods at 230p that day (2 hours away). I was at work and asked my boss if I could take off early to receive my goods, which was not a problem. I took off work early and the movers arrived at 237. The truck was unloaded and inventory was taken quickly by the movers with an end time at 324. I noticed several of the boxes were ripped or severely stressed nor were my mattresses or box spring even in boxes as specifically requested and agreed to and had something rubbing on them leaving marks. The movers said “That as long as it wasn’t damaged and the electronics still work the company doesn’t care”. I also noticed that the six couch cushions were pulled out stored separate from the shrink wrapped couches! The only justification would be to take up more crate space. The movers handed me an invoice for the storage fees, nothing had been charged on a monthly basis like what had been discussed and an invoice for the mover’s time that day was handed over to me too. They started the clock at 1p and arrived at 237p unloaded at 324p and charged me until 345p. They said both invoices were due immediately and called the office who demanded a credit card for payment vice sending a bill later. I had just accommodated the company with a two hour notice but no price adjustments or any accommodations for their customer were made, Customer service was tremendously lacking and it was clear they just wanted their money. By this point I honestly just wanted to be finished with the company and I accepted the charges instead of voicing my concerns with an unaccepting main office.
In summary, I would NEVER hire Jacobson moving again for the following reasons:
1. They did not provide or offer an in home inspection only asking estimate my household goods
2. They came unprepared for the move itself
3. The movers lacked any sense of urgency on both ends
4. The office was very vague and unprofessional
5. The charging procedure is questionable at best
6. Customer service was sorely lacking, clearly not a priority.
I just hope that while I unpack and set up my new apartment I find nothing got damaged and my electronics work, since the $0.60/lb insurance is a joke… What could possibly be replaced at that rate, printer paper? After 4 cross country moves while in the Navy this 2.4 mile one was the most stressful, expensive per mile ($1,032 total), and most unprofessional I have ever had. I strongly recommend searching for another company or packing & renting a U-Haul privately before using Jacobson moving.

Review: Jacobson's Moving is TERRIBLE!!! Dealing with them has been the most ridiculous, frustrating experience we've ever had with a business. We purchased a commercial grade treadmill from NordicTrack, and paid $150 for delivery and set up. Apparently NordicTrack contracted with Jacobson's to do the delivery and set up. We had no say in what company delivered and set up our NordicTrack. First of all, they showed up more than 4 hours late. The 2 delivery men came into our home, and never introduced themselves, never even said "hello". It was very apparent that the one guy in particular (the older guy) was NOT happy to be delivering our treadmill. They seemed most perplexed that we wanted the treadmill put in our basement. Maybe they thought they could just leave it in the middle of our living room??!! A first clue that they had no idea what they were doing. It was also very apparent that this was very likely the FIRST TIME they had ever delivered/set up a treadmill - more about this later. They brought in the 300+ pound box on a dolly....never put down any tarp, etc to protect our carpeting - REALLY?? I thought they were supposed to be a "professional moving company"?!? Then, both guys proceeded to walk through our home WITHOUT TAKING THEIR SHOES OFF, or applying any shoe coverings (December in WI DOES warrant carpet protection - FYI). Both guys threw their jackets on the back of our couch, and one of them (the older guy) was a HEAVY SMOKER. My husband had to assist them - with getting the treadmill down our stairs and supplying tools. Meanwhile, our 2 1/2 year old son was TERRIFIED! I believe this was due to the COMPLETE LACK OF COMMUNICATION OF ANY KIND - not so much as a "hello" or "my name is---" - there was NOTHING. My son was physically shaking, had tears in his eyes, clung to me the entire time those men were in our home. In addition, the tension was palpable - it was very evident that the older guy was NOT happy to be there. Had my son not been home, I would have thrown them out. But because our son would not let go of me and my husband was downstairs and unaware of our son's reaction - I did not have an opportunity to do so. I very much felt that the older guy would not have taken being thrown out very well, and I did not want to do anything to further perpetuate our son's fear (yelling, cursing, etc would not have helped my son's fear). Our son was unable to go to sleep until 9:30 pm that night (his normal bedtime is 8 pm), and he was awake at 5:15 am the following morning and still talking about "the scary guys in his house". ABSOLUTELY UNACCEPTABLE!!! Since the "installation" (I use the term VERY loosely), we have had to have a repair man come to our house on 2 separate occasions, because our brand new, $2500, commercial grade treadmill DID NOT EVEN FUNCTION after all of that!!! The repair man told us he's positive that the reason for our treadmill not functioning WAS DUE TO "DAMAGE FROM THE INSTALLATION COMPANY" - his words, not mine. He said he had never seen an installation "botched" so badly. I called Jacobson the day after the men delivered our treadmill, to speak with someone about the appalling situation we had been through the night before. That was Dec 18, 2015 and today is Feb 1, 2016....STILL NO RETURN CALL!!!!!! "The owner" was supposed to get back to me right away....that certainly did NOT happen!! Their website boasts quotes such as " We'll treat your belongings and property with the utmost care and make sure you will be happy with the services we provide. We aim for 100% satisfaction, 100% of the time". Well apparently NOT! I am well aware that the men who came to install our treadmill were not there to entertain our child, but they were also NOT here to TRAUMATIZE him. If your job requires you to come into strangers' homes, it seems to me, you had better have some level of "people skills" - including but limited to, being able to do your job in a manner that does not cause psychological trauma to children. Not to mention the fact that a business should NOT accept a job that they obviously are NOT qualified to do (i.e. deliver and set up a NordicTrack treadmill). I blame both the owner (for accepting a job her employees were not capable of performing) and the older guy that came into our home and traumatized our child. The younger guy even apologized several times, both to me and my husband, for the behavior of the older guy. THIS EXPERIENCE WAS A COMPLETE NIGHTMARE!!!!!! I so wish I had checked the Revdex.com website before agreeing to let these people into our home. A mistake I will not make again.Desired Settlement: What I really would like is to erase this awful memory from my little boy's mind. I am well aware that unfortunately, this is not possible. We would like our $150 delivery and installation fee back - I am uncertain, but this may have to be returned directly by NordicTrack. We would very much like to have a FUNCTIONING TREADMILL - again, this likely has to be resolved by NordicTrack directly. Must be nice for Jacobson's to be able to dump off the fixes of their monumental mistakes on to other companies. We would like for all potential future customers to be aware of the false advertising on Jacobson's Moving website, and to think long and hard before they hire them. We certainly are NOT satisfied, they certainly did NOT take the utmost care with our property, and we definitely are NOT happy with the "services" (again, using the term loosely) they provided. Having a treadmill delivered and installed s hould NOT involve psychological trauma for your child. PERIOD.

Business

Response:

Tell us why here...On [redacted] Jacobson’s Moving & Storage was contracted by another logistics firm for the delivery, set up and debris removal for the [redacted] NordicTrack treadmill. We would like to address some of the issues stated in the complaint. 1. It is stated, that we were more than 4 hours late, due to delivery schedules, we cannot promise specific appointment times. They were given a delivery window of 1 PM – 5 PM which was agreed upon by them. Jacobson’s crew did arrive within the appointed 4 hour window for delivery.2. It is stated that the delivery crew came into their home without introducing themselves or the purpose of the visit. Jacobson’s crew was greeted outside of the home by the family. Each delivery is usually accompanied with paperwork for the crew and customer to review prior to the delivery; it was at this time that they made their introduction and the purpose of the visit known. 3. It is stated that Jacobson’s crew members seemed perplexed and apparent that this was the first time we had ever done a treadmill of this nature. We at Jacobson’s Moving & Storage have been the locally contracted delivery company for several years; our delivery crews are very familiar with all of the NordicTrack models and the proper assembly process. 4. She also goes on to state that the men seemed perplexed by the fact they wanted this placed in the basement. The men were more than willing to move this to the basement, but informed the home owner that they would have to unbox it upstairs and then transport it to the basement due to the size of the box and the fact it would not fit in the stairwell. According to crew members, the husband was the one who took it upon himself to start moving the item while boxed into the basement, at this time he became stuck; they then had to unbox it in the stairwell. She also states that her husband had to supply the men with tools, each of Jacobson’s trucks are fully equipped with a tool box. If there was any tool used of the customers it may be due to an item needed was misplaced or incorrect size available. 5. It is also stated, that since the instillation that the treadmill has not functioned correctly. When the delivery crew left the treadmill was in working order, they did start it and run it for a period of time to insure that it was correctly assembled. If it’s not work properly it was done to the treadmill after the crew had left the home. If there is physical proof from a certified manufacture repair company stating that this is a defect form assembly, we have not seen this proof to address said issue. Any damage done to the treadmill may be from the improper fit down the stairs. Unfortunately we would have to see the proof as stated to this claim. 6. Finally it is stated that the young child in the home was so badly traumatized that he was unable to release the mother’s leg or sleep that night. The delivery crew stated that the child was upstairs, and they could hear the child running around giggling, playing and very happy. She also states that her husband was downstairs and unaware of the child’s behavior. The driver, states the father asked us if we would honk the horn to our truck as we left since his son really liked big trucks. The driver also states that both the father and son were outside, so we can make the little guys day by blowing the horn. They were both happy waving goodbye.

Consumer

Response:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,