Jenkins Plumbing Company

Greetings,
It is with
regret that we are responding to your complaint and hope there is still a **y
that we could rectify this situation
If you review
all of our documents it clearly and precisely states that we are agreeing to a
guaranteed delivery window of 2-days.
Keep in mind that it is not typical for us to utilize the entire
days. Normally it takes us less than
half of days to complete our delivery, which is standard in the household
good moving industry. In every document
that **s signed or viewed clearly states the following:
Delivery: The delivery time frame will be in
affect from the 1st available date that you declare on the order for
service/bill of ladingOur guaranteed window for delivery throughout most of
the US is 2-days from 1st available dateThe actual delivery
window correlates to distance from origin
Once you have
signed these documents it gives us the impression that you agreed to these
terms. Our customers are responsible for
reading the language in our terms and conditions just in case they would like
to ask questions. The delivery window
**s properly disclosed to you
In your
contract it states that we will compensate you $per day that we were late
Therefore, I will be reviewing your contract to see if you are owed a refund

"background-text-decoration:none;vertical-align:baseline;">Greetings,
We are deeply sorry for inconveniencing you and your family We really tried to provide you with the best services possible We understand that we did have disagreements during the duration of your move Nevertheless, we hope this response will clarify and rectify this ordeal that we may have caused
On the day of pick up, our dispatch was instructed to give you a call to inform you that we would arriving late The reason being is because we were at a customer's house prior to your pick up longer than we anticipated
The packing material that we used were for your items that were not packed and packed improperly We did give you the option to refuse packing service but you elected to receive the serviceIt is standard in the moving industry for you to offload furniture from a 26' truck and then reloaded on a 53' trailerThis is done so that we will be able to fit our truck at any location during pick up
Also I would like to know what the $[redacted] charge for at delivery Was it for long carry, shuttle service, or stairs?
Did you file a claim for the damaged items to be compensated? Also, do you have pictures of the damages? If so, please forward to [redacted] so that I can review the damages Lastly, do you still have the box that is not yours and the cell phone We would like to arrange to pick up these itemsAccording to our records you have declined full coverage insurance So, if you have any missing/damaged items or if there were damage to your property then you are required to call our claims department to be compensated on those items ([redacted]) The procedures for compensation are in writing at the bottom of the Terms and Conditions in the Estimate that you provided an electronic signature for We make extensive efforts to protect our customer's belongings but there are cases when items do get damaged or lost for various reasons This is why we make sure our customers our covered under our liability coverage to ensure they are compensated If you have homeowner's insurance or renter's insurance, you are permitted to use these in addition to what we coverWe understand that our liability coverage will not be to your satisfaction However, we must proceed with filing a claim and once the claims process is complete we will submit an additional request for an increased settlement amount

"background-text-decoration:none;vertical-align:baseline;">Greetings,
First and foremost we are very sorry that you did have a pleasant experience with our services We will be more to than willing to assist you with this complaint to the best of our knowledgeWe understand that our customers would like their items at a specific time However, moving companies cannot guarantee deliveries Your sales representative inputted a ‘1st date of delivery' on your behalf, as the customer request By law, we must deliver your items within days of the 1st date of delivery If we breach, we compensate the customer a $25/day per diem as compensation This is printed on the back of our contracts that all customers must reviewIn regards to the Revised Estimate, I do see concerns with this ordeal I will need over the weekend to discuss this ordeal with management and speak with our foreman Once we figure a refund amount, we will then call you to negotiate Please stand by

"background-text-decoration:none;vertical-align:baseline;">Greetings [redacted],
We are very sorry that this move did not live up to your expectations And we want to continue working with you to rectify this situation We will always be fair However, we are requesting that you make sure to follow our protocol that we have put forth for our customers for an increased settlement amount to their satisfaction This procedure is for loss/damage goods as well as billing disputes
The first thing I need to do is to confirm the missing items/damages We have not had the opportunity to inspect your load at delivery so we need to see proof of the missing items/damages Once we confirm that there are excessive missing items/damages, then we will compensate you if we see signs of of negligence If I do not declare that there were excessive missing items/damages then you must continue your process with filing a claim with Claims Department with no expectations of an increased settlement amountThere are two things that we will eventually need from you to confirm the damages clear pictures of all of the missing items/damages
settlement letter from our claims department
We understand that this may take some time but we must confirm the missing items/damages And you must give us this space to confirm that there were, in fact, excessive missing items/damages to your loadPLEASE EMAIL TO [redacted] PLEASE FOLLOW INSTRUCTIONS FOR INCREASED SETTLEMENT AMOUNT!
In regards to your billing dispute, we did review your contract to check for discrepancies Unfortunately, we did not see any discrepancies The price increase was specifically because your load was increased on the day of pick up We give our customers hours before pick up to make changes to their inventory We will be more than willing to investigate as to why there was increase in your inventory Please review your Interstate Revised Estimate and call our customer service and request the [redacted] Please refer to this Revdex.com complaint We want to inquire with you to see if this discrepancy was because of our [redacted]In regards to our hauler that delivered your furniture, as we thoroughly read your complaint, deemed our driver correct with his procedure We were not there to see his behavior, in which, may have caused this ordeal So we are literally judging the ordeal at delivery as you wrote it And this is correct protocol There are complications that all long haulers encounter while driving a 53' trailer With all do respect, the driver's are trained to foresee any complications they may have with the truck It is very expensive to call a specialist to assist the driver if the truck is stuck The driver is trained to take no risk because it disrupts traffic and may consequently violate local ordinances

Greetings,
"">
It is with
regret that we are responding to your complaint and hope there is still a way
that we could rectify this situation
If you review
all of our documents it clearly and precisely states that we are agreeing to a
guaranteed delivery window of 2-days.
Keep in mind that it is not typical for us to utilize the entire
days. Normally it takes us less than
half of days to complete our delivery, which is standard in the household
good moving industry. In every document
that was signed or viewed clearly states the following:
Delivery: The delivery time frame will be in
affect from the 1st available date that you declare on the order for
service/bill of ladingOur guaranteed window for delivery throughout most of
the US is 2-days from 1st available dateThe actual delivery
window correlates to distance from origin
Once you have
signed these documents it gives us the impression that you agreed to these
terms. Our customers are responsible for
reading the language in our terms and conditions just in case they would like
to ask questions. The delivery window
was properly disclosed to you
In your
contract it states that we will compensate you $per day that we were late
Therefore, I will be reviewing your contract to see if you are owed a refund

This is the best I could do as far as sending a copy of my moving contract. [redacted]

We called Premier Air after looking at several reviews online and they did not disappoint! This company was very proficient and did a great job. They fixed our air conditioning in a timely manner and at a very reasonable price. We highly recommend [redacted] and his team. Give them a call for all your air conditioning needs!

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.  I have received NO Shuttle Service is my point. The fact of the matter is you held our positions hostage for more money. I did not pay for the shuttle I had t fight it with your company.once I proved no shuttle was needed then my family's stuff was delivered, There were damages to most of my electronic family pictures.I want to be reimbursed partial for the issues your company gave my family and held our possessions hostage . If this is not resolved I will file a suit as your company has done this to many people and you should not be in business. AGAIN this has nothing to do with the shuttle service as I did not pay for it since I provided proof one was not needed. This was not my job but at the same time your company ran a scam on my family and we are not toleratiing it . Please give us a partial refund if you would like to do the right thing. Please read the email so you know what I am talking about
Regards,

Please inform customer:   Greetings,   Unfortunately, we are denying a discount for all of your complaints except for damaged items.  First, we must wait until the claims process is complete.  Once it is complete, we will review the claim for an increased settlement amount.  Did you purchase full coverage insurance?

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10/2/14
[redacted]
All Services Movers
[redacted]

RESPONSE LETTER

Greetings,

This letter is in response to the influx of complaints that we have on file with the Revdex.com.  This response will also provide you with our plan of action to grossly reduce the complaints that customers having with our company.

I, [redacted], sincerely appreciate the report, because it is giving us the information that we need to make adjustments to our structure.  Throughout this letter I will elucidate the facts involving our complainants; and I will show the positive progress that I will make for my company.
My employees (moving consultants) are under strict guidelines to thoroughly review the estimates with each and every customer.  Within the estimate you will notice at the bottom that we have in writing the Terms and Conditions.  I must mention that our Terms and Conditions (printed in red) in the estimate eliminates the opportunity for deception and fraud.  The verbiage in the Terms and Conditions are very clear and precise. The Terms and Conditions provide a list of services that we provide that may be either an extra charge or already included in the price.  We do not and will not perform a move without being bound to our Terms and Conditions via an electronic signature from the customer.
Sometimes, when dealing with Interstate moves; procedures and pricing could be a little complicated for a customer to comprehend when a representative is explaining our Terms and Conditions.  Especially when you consider the fact that most customers are moving for the first time or they may be forced to move within days of being notified.  
Furthermore, the shipper (customer) is required to patiently wait up to 21 days without their furniture because of the process our shipments go through in order for it to be successfully delivered.  Currently, we are exclusively utilizing Independent Long Haulers to conduct our delivery. The complicated nature of an Interstate move and the fact that customers are required to wait days for delivery during the peak season is a recipe for an impatient shipper (customer) that will do anything to make sure they apply pressure to the company when a situation is not going in their favor.

From August 1st to August 25th, I was out of the country to redeem very important belongings of mine that were there.  The month of August is when the complaints got out of control and we accept full responsibility of every mishap, but this influx would have been prevented if I was able to effectively monitor my company.  I have attached proof of being out of the country in the month of august.  Our complaints will close as long as I remain available to speak with our customers to resolve their issues, because I usually provide a thorough explanation or just refund the money back.
With all said, most of our complaints are escalating because of non-responsiveness.  We believe that we have the ability to close all of our issues before it gets escalated to the Revdex.com, etc.  I will definitely add an employee to handle my tasks for when I am away so our customers could have someone to assist them if they have any issues with our company and be sure our Representatives are thoroughly explain the contracts.

In respect and regards,
[redacted]
Owner

There will be no refund for the shuttle charge.  To be compensated for the a greater amount for any missing/damaged items you must first file a claim.  Once your claim is closed, we will review the claim again to increase the settlement.

color: #000000; background-color: transparent;">Greetings,
I am very sorry that your issues have not been resolved until this point.  I will respond to your inquiry to the best of my knowledge.
In your complaint you have mention that we were a day and half late for pick.  Our system is showing that you authorized a 2 day window for pickup.  This means that we agreed for a pickup for 7/13 or 7/14.  (Please refer to your Printed Binding Estimate)
On the day of pickup, you were not required to dispose of any furniture.  We would have been more than willing to increase your load.  Also, we could have easily returned to the warehouse to get another truck or simply just make 2 trips.  We do not force our customers to dispose any of their furniture.
We respectfully request for our customers with an outstanding balance to make payments so that we do not have issues at delivery.  We require all of customers to pay in full before unloading all furniture as allowed by law.
Unfortunately, we are declining approval for a discount because we have yet to breach our contract.

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.  I am dissatisfied with the companies response due to  this was not a rental truck at all. I have several witnesses to this. They left boxes and all the tape all over the place. This is not right . This was a regular truck. I am not going to repeat myself. There are more then 7000 dollars in damages. I want this made right by the company you represent . we have several statements on what the driver was driving. WE need to be reimbursed by this moving company not by the 3rd party. We trusted your company when we contacted you guys and are things were damaged and went thru. We would like to be reimbursed for this move as this really destroyed very valuable items and holding our stuff hostage for money is a ripoff.
Regards,

Greetings,
We believe that you were...

misinformed in regards to our
storage options.  It was not feasible for
us to store your items in our Houston warehouse because it was full to
capacity.  There were times that we have
made arrangements for customers in this fashion but this month was not
possible. 
This is not grounds to refer to us as ‘fraudulent and
deceptive’ because, in fact, we are able to make arrangements to store your items
in our Houston office but this month it was not feasible.
In regards to delivery, we ask for customers to give us up
to 21 days because we are still in the peak season with a high volume of
customers.  We are aware that our
customers would like to receive their shipment as soon as possible but we are
in the peak season which means that our customers are receiving their items a
few days later than expected.
If you have any other concerns please contact us for further
assistance.

The charge was most certainly a shuttle charge.  We spoke over the phone about this.  Do you recall our conversation?  I do not mind reaching out to you again to resolve this ordeal.

First and foremost we apologize for any inconvenience that may have been caused during the duration of your shipment.
We understand that it's frustrating having issues while relocating to a new environment.  We are aware that there are several lucrative errands that you must complete when relocating to your destination.  We apologize for causing a disruption to your schedule and we will continue to make necessary improvements.
 Our representatives always review the estimate with every customer before booking.  Nevertheless, every customer must complete the 'online electronic signature' before we schedule their pick up.  The process of the online electronic signature reveals to our company that you reviewed your entire estimate and that you understood the ter** and conditions of the estimate.  In every estimate one will find the following in red:
 
WARNING: If a moving company loses or damages your goods, there are 2 different standards for the company’s liability based on the types of rates you pay. BY FEDERAL LAW, THIS FORM MUST CONTAIN A FILLED-IN ESTIMATE OF THE COST OF A MOVE FOR WHICH THE MOVING COMPANY IS LIABLE FOR THE FULL (REPLACEMENT) VALUE OF YOUR GOODS in the event of loss of, or damage to, the goods. This form may also contain an estimate of the cost of a move in which the moving company is liable for FAR LESS than the replacement value of your goods, typically at a lower cost to you. You will select the liability level later, on the bill of lading (contract) for your move. Before selecting a liability level, please read “Your Rights and Responsibilities When You Move,” provided by the moving company, and seek further information at the government website www.protectyourmove.gov.
 
According to our records you have declined full coverage insurance.  So, if you have any missing/damaged ite** or if there were damage to your property then you are required to call our clai** department to be compensated on those ite** ([redacted]).  The procedures for compensation are in writing at the bottom of the Ter** and Conditions in the Estimate that you provided an electronic signature for.  We make extensive efforts to protect our customer's belongings but there are cases when ite** do get damaged or lost for various reasons.  This is why we make sure our customers our covered under our liability coverage to ensure they are compensated.  If you have homeowner's insurance or renter's insurance, you are permitted to use these in addition to what we cover.  I assure you we will be conducting investigation to see how your ite** were lost.

Let me know if you can read this contract.

Greetings,
We will be
calling...

you today to resolve this issue. 
We are more than willing to work with you in regards to the
payment.  Also you have a black bag in
our office that you may redeem as well.
In
the meantime, contact our claims department to be compensated for any damages
to your property or furniture [redacted]  The procedures for compensation are in writing at the bottom of the
Terms and Conditions in the Estimate that you provided an electronic signature
for.  We make extensive efforts to
protect our customer's belongings but there are cases when things do get
damaged, broken or missing for various reasons. 
This is why we make sure our customers our covered under
our liability coverage to ensure they are compensated.  If you have
homeowner's insurance or renter's insurance, you are permitted to use these in
addition to what we cover.

Greetings,   I'm not sure what your dispute is about in regards to your payments.  Could you please inform me what this is reference to.  However, if you have damages to your furniture then we must follow the procedures to compensate you.  You must file a claim a fist.  Afterwards we will review your case again for approval for an increased settlement amount.  If you have any questions or concerns please contact our customer service for immediate assistance with claims.

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.  Sir ,We have video footage of this . I am not going back and forth either you can refund our money or we can keep going back and forth. I do not have time for this . Your company held our posessions hostage and tried to rip us off. If you want to reach out PLEASE use this thread and offer a refund for this horrible inconvience
Regards,