Jay's Moving Company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Jay’s Moving has settled this claimper the claims policy noted on the estimate, in the tips sheet, on the Bill ofLading and per the tariff.  Customers are also informed of the opportunityto apply additional coverage prior to their move.This claim has not been settled or I wouldn’t be filing this complaint.  If that were the case, you would have paid for the items you damaged beyond repair because of irresponsible placement in storage. I did in fact purchase insurance for the first portion of the move when my belongings were placed in storage. Nikki knew I was moving those items out of storage and never told me I’d need to pay to insure those same items again.  I also asked the driver when we arrived at the storage facility about additional coverage when he went over my contract and he said he was pretty sure I didn’t need it because it was the same stuff and that he would call Jeff to confirm. I was more than ready to pay for additional coverage ON THE SAME ITEMS but your employee told me that it wasn’t necessary. January 2014: You were given a 5man crew and only charged for a 4 man crew. This was a savings to you of$350. So what your are saying here is that you didn’t charge me for the new worker you sent to help your guys finish my move before the snow and Colts playoff game started. I believe it was his first week, if not his first move, and the other guys complained about him in my presence. Thank you for not charging me for a worker who actually slowed down the move. June 2014:  We sent you a 4 mancrew and they labored for 4.25 hours. One crew member had a medical need forhis daughter midday and he did have to leave. Your hourly rate was adjusted toreflect this. We did not short you a crew member at the beginning of the day asyou indicated and unfortunately we did not have a midday replacement as it wasan emergent situation. When your crew showed up, your crewmember knew he was only working a half-day because I heard him tell the other crewmembers. They knew it first thing in the morning. I would understand completely if it were a medical emergency but that was not the case. You had too many moves scheduled that day and there was no one else available to fill in for him. Bottom line: I contracted for four men for the entire day.June 6:  A claim form was sentto you for the items were damaged. Per the instructions we should have receivedthe form back in June.My move wasn’t completed on that day in June. The three crewmembers could not move all of my belongings between the hours of 8:00am and 6:00pm as scheduled with your company.  I did indeed speak to Jeff who said he would be sending out someone to finish moving my things from the garage where everything was dumped into the rooms where they belonged.  Additionally, we had to demolish a wooden handrail in the home because your crewmembers weren’t strong enough to lift heavy furniture over the railing to go to the second floor thus causing more damage that I had to have repaired which I have not sought reimbursement for. I also have photo documentation for all of the damage caused to my walls which, again, I have not sought any compensation for. providedBecause my items weren’t unpacked, Nikki told me to wait on filing the claim.August 2014: (Completion of themove) The notes on your file say you called at the end of July to set thisportion up. If you had not heard from us, then a call to us would have beenmuch appreciated.  I spoke to Nikki at your office at least 4 times trying to get in touch with Jeff but Jeff never returned a call. Not once. I then called to ask to speak to the owner and Nikki refused to tell me who that is.  She said, “We don’t give out that information”.  Her exact words. How many times is a customer expected to call your company before you return a call? Now I find out that in seems like her husband is part owner. There is absolutely no doubt in my mind that Jay’s Moving knew about all of my calls but failed to return them.I would be happy to speak to anyone regarding this situation. Please feel free to contact me at [redacted].
Regards,
[redacted]

The claim for [redacted] was settled on October 16, 2014 per the terms and conditions of the Bill of Lading, tariff and the regulatory authorities.   As stated in the previous response, a check has been issued to Ms. [redacted] and was mailed via certified mail on January 23, 2015.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I submitted this on January 21, and Jay's still mailed a check in the amount of $100 postmarked on January 23 and signed for today, January 29, 2015. There is still an unresolved amount of $254 for damage directly caused by negligence on the part of Jay's Moving Company's crew members. I am not looking for a measure of good will from Jay’s Moving. I am seeking reimbursement for items damaged by company employeeswhen said items were placed in storage. My white carpet (approximately 12’ x14’ and bound) was rolled up and then folded in half and taped upon beingplaced in storage. The two lamps were taken apart and put in a Jay’s Moving boxwith tools and other items thrown on top of them and the crew members removedthe handle on the refrigerator and toe kick plate when these items were placedin storage. At that time, I paid for additional insurance. These are the only 3items I am including in this claim. I have not sought any reimbursement for 5 other items that were damaged/brokennor have I included photographs to show the amount of damage they caused to myhome. Each of the 3 items in this complaint was covered with additionalinsurance when Jay’s Moving Company placed them in storage. Jay’s Moving Company’sfirst response to returning my phone calls was….August 2014: (Completion ofthe move) The notes on your file say you called at the end of July to set thisportion up. If you had not heard from us, then a call to us would have beenmuch appreciated.  I called so often that you now admit…?Of course Jay’s Moving knew about all of thecalls.  That is why the calls were returned.  This customer’s name iswell known in the office and staff can attest to the fact that Jeff called thecustomer and was baffled that she had not returned his calls.  Jay’sMoving would NEVER intentionally not return a call.  ?I’m sure everyone would back Jeff’s allegation thathe returned my calls but my cell phone records will prove that the only callever returned was the very first call the week of January 9th. Myguess is that Jay’s Moving Company thought I would just let this go over time.As a standard business practice, principle companyinformation is never communicated via phone. Nikki nor her husband have anyownership.Maybe if Nikki would have told me who the owner is,I could have contacted him/her directly and this could have been settled monthsago without exchanging certified letters and this complaint. I reviewed appear below.I submitted this on January 21, and Jay's still mailed a check in the amount of $100 postmarked on January 23 and signed for today, January 29, 2015. There is still an unresolved amount of $254 for damage directly caused by negligence on the part of Jay's Moving Company's crew members. I am not looking for a measure of good will from Jay’s Moving. I am seeking reimbursement for items damaged by company employeeswhen said items were placed in storage. My white carpet (approximately 12’ x14’ and bound) was rolled up and then folded in half and taped upon beingplaced in storage. The two lamps were taken apart and put in a Jay’s Moving boxwith tools and other items thrown on top of them and the crew members removedthe handle on the refrigerator and toe kick plate when these items were placedin storage. At that time, I paid for additional insurance. These are the only 3items I am including in this claim. I have not sought any reimbursement for 5 other items that were damaged/brokennor have I included photographs to show the amount of damage they caused to myhome. Each of the 3 items in this complaint was covered with additionalinsurance when Jay’s Moving Company placed them in storage. Jay’s Moving Company’sfirst response to returning my phone calls was….August 2014: (Completion ofthe move) The notes on your file say you called at the end of July to set thisportion up. If you had not heard from us, then a call to us would have beenmuch appreciated.  I called so often that you now admit…?Of course Jay’s Moving knew about all of thecalls.  That is why the calls were returned.  This customer’s name iswell known in the office and staff can attest to the fact that Jeff called thecustomer and was baffled that she had not returned his calls.  Jay’sMoving would NEVER intentionally not return a call.  ?I’m sure everyone would back Jeff’s allegation thathe returned my calls but my cell phone records will prove that the only callever returned was the very first call the week of January 9th. Myguess is that Jay’s Moving Company thought I would just let this go over time.As a standard business practice, principle companyinformation is never communicated via phone. Nikki nor her husband have anyownership.Maybe if Nikki would have told me who the owner is,I could have contacted him/her directly and this could have been settled monthsago without exchanging certified letters and this complaint. (According to public records, her husband is VP of the company.)Regards,[redacted]cine [redacted] Regards,[redacted]cine [redacted]

Jay’s Moving acknowledges the customer has expressed dissatisfaction but stands by the research and position previously taken. At this juncture, as a measure of goodwill, Jay’s Moving has approved the issuance of a check in the amount of $100.00. It is the customer’s responsibility to designate if they want to place additional coverage on their move.  This customer had two separate moves that occurred 5 months apart.  The confirmation notice (emailed to the customer on May 29, 2014) states that additional insurance coverage must be put in place at least 72 hrs prior to move.  If a customer has a question on move day that is unrelated to the physical movement of items, Jay's implores the customer to direct the question to the Jay’s Moving office, not the crew.Jay’s Moving has an extensive 2 week training program unlike some companies who hire day labor. A new crewmember would never be asked to do anything for which he/she wasn’t qualified.  This crewmember performed work for which the customer was not charged. You’ll find in business (especially with labor workforces) that at times companies will struggle with individuals who view new employees as a threat to their job/hours and they may be verbal about it.Additionally, to follow-up on a few other points: Jay’s Moving stands by the fact that the crewmember had an emergent situation for which it was impossible to plan ahead.  The crewmember’s wife called Jay’s Moving and in turn dispatch had to notify the crewmember.  In reference to “contracting” for certain hours.  The booking confirmation (emailed to the customer on May 29, 2014) gives and arrival window of 8:00 AM – 8:45 AM (not8:00 AM) and Jay’s Moving works until the job is complete. The customer’s schedule did not allow the crew to complete the job due to her personal emergent situation.The customer could have certainly sent in a claim for the items she had discovered as of June, in June. Of course Jay’s Moving knew about all of the calls.  That is why the calls were returned.  This customer’s name is well known in the office and staff can attest to the fact that Jeff called the customer and was baffled that she had not returned his calls.  Jay’s Moving would NEVER intentionally not return a call.  As a standard business practice, principle company information is never communicated via phone. Nikki nor her husband have any ownership.The Jay's Moving TeamProudly Serving Indianapolis and Surrounding Areas Since 1951.

Jay’s Moving has settled this claim per the claims policy noted on the estimate, in the tips sheet, on the Bill of Lading and per the tariff.  Customers are also informed of the opportunity to apply additional coverage prior to their move. With regard to this customer’s move complaints the...

claim letter also addressed the following:  January 2014: You were given a 5 man crew and only charged for a 4 man crew. This was a savings to you of $350.  June 2014:  We sent you a 4 man crew and they labored for 4.25 hours. One crew member had a medical need for his daughter midday and he did have to leave. Your hourly rate was adjusted to reflect this. We did not short you a crew member at the beginning of the day as you indicated and unfortunately we did not have a midday replacement as it was an emergent situation.  June 6:  A claim form was sent to you for the items were damaged. Per the instructions we should have received the form back in June. August 2014: (Completion of the move) The notes on your file say you called at the end of July to set this portion up. If you had not heard from us, then a call to us would have been much appreciated.   Additionally on that August date Jay’s Moving waived the travel and fuel charge.Please refer to jaysmovingindy.com to learn more about our service.  New references are posted every 2 weeks.