Jensen Movers And Storage, Inc.

October 3, 2014
Dear [redacted]:Please accept this letter in response to your letter dated September 8, 2014. I have reviewed the complaint submitted by [redacted] as well as all documents on file.1. [redacted] signed for, chose, and paid for valuation coverage - not an insurance policy,...

not once but twice.2. We dearly explained that it would be our right to pay the cost of repairing the item.Valuation sub article 2 – Full replacement valuation – if a loss or damage were to occur, Jensen or its Insurer, at their option will either; pay the cost of repairing the item or replacing the damaged or lost property with other property of like kind, like quality, like condition,3. A complete inventory of the furniture and its condition was completed and signed for prior to loading the goods.4. The BOL of lading is the contract, this is where the owner made the final decision for the coverage of the valuation of the shipment and again the coverage option was for full replacement valuation -choose $65,000 of valuation coverage. 5. When the stain on the mattress was reported we offered to send someone out immediately to clean the mattress and [redacted] would not even let them in his home. He also did not claim the mattress on his claim for damage report. We tried to correct the matter and he would not allow the cleaning person in his home.6. In the letter to your office it is stated that there s a repair estimate for $3200,00 but it was never submitted to our office. A copy of his claim for damages as submitted by [redacted] will show "We are uncertain how to price for these damages, short of claiming the price to replace each item."7. I have reviewed the emails and phone records – our records do not reflect any request on how to handle the repairs for the wood furniture repairs or how to get an estimate for a repair.8. This claim has been settled and a check has been issued based on the all available information,documentation and research to make a fair settlement of $596.97. We have provided a copy of our settlement letter. The customer was provided the opportunity to submit their own estimate for repair and chose not to, now arbitrarily claiming repairs of $3,200.00. We have reviewed the damage of the 3 pieces of furniture and the repairs do not constitute $3,200.00 of repairs, when the furniture was inventoried with pre-existing damage.We have reviewed this file in its entirety and find that we must rely upon the records that are available to us in making our decision. While we acknowledge that it is very difficult to remain unaffected in a situation such as this, we must support the decision previously taken and cannot offer further compensation.We hope that this letter has cleared up the coverage that was chosen and the way and they way valuation is settled. Thank you. -
Sincerely,
Jensen Movers & Storage, Inc
Megan B

September 4, 2014
Dear [redacted]:Please accept this letter in response to your letter dated August 27, 2014. I have reviewed the complaint submitted by [redacted]. In review of the file and our records, I find that we have already sent a crew to [redacted]'s home to on August 27, 2014 to...

re-attach his china cabinet to the base. Our records reflect the following to be true:[redacted] contacted our office over the weekend of August 23 & 24, 2014 to report the problem with the china Cabinet. At this time, the office was closed. On Monday, August 25, 2014 he was able to speak with Noreen, to report it to Someone directly. Noreen advised him that she would be back in touch with him when she would be able to get a Crew out to screw the pieces together. Tuesday, he called and spoke with me. He advised me that Noreen was not getting back to him. I asked [redacted] to hold and checked into the situation. I started to explain to [redacted] that we had a very busy schedule, but that we had him on the list to call as soon as a crew was available to dispatch. I started to explain what this would mean but when he did not want to listen to what I had to say he started to scream at me. As he started to scream at me I asked him, "to not speak to me in that manner, it will not resolve the problem". He stated that, "I want a date to fix my china hutch." I advised him that if he would like a definite date that I would have to give him the date of Monday September 8, 2014. I asked him "If he would like to be called as I get a Crew that was available then I will call him if I get a crew back early and send them over to take care of the problem." On August 27, 2014, I sent a crew over to fix the problem. As a sign of his satisfaction, [redacted] tipped the Crew $20.00 for fixing the problem.Sincerely,Jensen Movers & Storage, IncMegan B.

Oct. 15, 2013
Jensen Moving and Storage's response simply dances around the issues without really addressing anything.They say a full inventory of furniture and condition was covered and signed off by me. This is just completely taking advantage of a family in their most hectic time. Moving is crazy. First they handed me a hand written illegible list with pages of items. They also didn't itemize every single item. Computer wires, monitors, small picture frames, remotes, shovels, number of cups, bowls, lamps, etc... I even sent an email complaining about this issue because I knew this would happen. I've attached the email complaint, which goes against their primary argument.
They are also treating all damages as the same when really they are apples and oranges. We had some marks on our furniture, but it wasn't huge indentations or broken pieces. They are pretty much saying that because we had a scratch on the table, then the new huge indentations or broken wood are part of the reported initial damage. There was plenty of time when we were not around when things could have gotten broken or lost. They unpacked our moving truck twice. Once at their storage facility to find a box they packed which they weren't supposed to and then again when they got into an accident on the highway while moving our stuff. They said they had to switch trucks on the highway. The damage to some items look like something that would happen during an accident while moving. They failed to respond to any of this.
As previously mentioned in the original claim, once the moving supervisor left our home early, the moving crew was just throwing stuff into the truck and grabbing things around the house and boxing them up. In our garage alone they broke numerous ornaments as they apparently weren't equipped to handle a large job, They were in “rush” mode as it was getting late and didn't take care of our things. I even commented to them about it a few times as well as complained to Jensen the following day. I have emails to support all of this and I’ve attached them to this response. I even foreshadowed this exact issue in the email sent to the owner on the company on 8/3. (attached)
Since they brought it up the mattress damages to try and discredit us and make us seem hard to deal with, I'll explain. There was nasty dark grease all over one side of our mattress. They refused to replace it and offered to have it cleaned. I said I didn't want it cleaned as it was disgusting and I wasn't going to sleep on it again. We ended up just throwing the mattress out. On good faith that they would be a trust worthy and reputable company and own up to their other damages we didn't include it in the claim. I understood their argument about cleaning it, but I'm just not sleeping on a mattress that has stuff seeped into it. I asked the person on the phone at Jensen if she would sleep on a mattress if I poured nasty grease on and let sit for days and then had it cleaned for her. Of course I got no answer. Based on this initial experience, I should have expected their check for around $600 when we claimed thousands in damages.
We contacted the office several times asking how to price the damages. I sent estimates in email as requested by them, I've attached those emails as well. The $3,200 wasn't for replacement as they claim; it was for fixing the damages. This was exactly what they asked for and they just ignored it.
The “valuation coverage” which they called insurance when they sold it to us is a total sham. They just decide whatever they want to pay or just not to pay at all. Their logic is that if they don't find it in their list then they must not have moved it or broke it. If something has a scratch, then it's broken and no matter what else happens to it, they aren't liable.
We have not deposited their check and will seek further legal action if they do not want to own up to their damages and do the right thing. I'm willing to settle on something in the middle to avoid lawyer fees, but if suing them can hopefully help others from dealing with this nonsense, then it's worth it for the greater good of others.

February 14, 2015
Dear [redacted]:
We are in receipt of the above numbered complaint and thank you for recognizing that there are two sides to every complaint. I have reviewed the file in its entirety up to and including the phone log, statements from the crew, and documents on...

file. The following facts are on record:1. [redacted] moved on January 29, 2015 and January 30, 2015.
2. During this time frame, we experienced quite a bit of precipitation in the form of snow and ice. The shipper is responsible to clear walkways and driveways, per the confirmation. This was done using an alternate ice-melt compound, not the typical rock salt.
3. The crew did lay down cardboard to protect the flooring. Unfortunately, the amounts of ice, snow, and melting compound made it impossible to keep all debris from entering the home. Our confirmation not only states that all debris must be cleared from the driveway and walking surfaces, but that we could not accept liability for cosmetic damages sustained during poor weather conditions.
4. On the Second day of the move I requested the crew to take a photo of the soiled carpet that [redacted] reported to the office. My foreman asked [redacted] to show him the damaged areas to which she replied, "You cannot see the dirt." She spent twenty minutes on the morning on January 30, 2015, verbally accosting me about the crew and the carpet.
5. Our paperwork is clear that "We will reassemble any furniture we disassemble for you." My crew states that the beds were disassembled, by the shipper, prior to day two of moving. We cannot be responsible for reassembly when our crew did not take these items apart.
6. [redacted] contacted our office six days after the second day of her move with these same complaints. At this time, we offered to send a crew to complete any reassembly she wanted and to finish moving boxes throughout the home. By this time, the shippers had completed the work themselves.
[redacted] mentioned, during our final phone call, that she is interested in a monetary settlement for this aggravation. We feel we performed the services, as requested, within the estimated time. Thank you again for the opportunity to address the complaint by our customer.
Sincerely,
Jensen Movers & Storage, IncMedan B

February 13, 2015Dear [redacted]:
We are in receipt of the above numbered complaint and thank you for recognizing that there are two sides to every complaint. I have reviewed the file in its entirety up to and including the phone log, statements from the crew, claim settlements, and...

documents on file. The following facts are On record:1. [redacted] moved in September of 2011 and paid a rental of 22 pads. When I asked him how long he felt he may need them he said he didn't know how long it would take to find a place. I never would have thought 3 years.
2. [redacted] did receive payment terms with his initial estimate, as well as on his order for service for both his local move and his final, long distance move.
3. In 2014 he had our estimator come out to give an estimate to move him to Hoboken, NJ. When our estimator met with [redacted] he told him that he did not think he would be able to give him anything for the pads due to the Condition, due to being "covered in construction dust."
4. None of the estimates that [redacted] received were guaranteed. Jensen Movers was to charge for the actual weight of the shipment to Hoboken, as Stated in the Order for Service.
5. Prior to the move I discussed with him that the estimator Stated the Condition of the pads was poor after 3 years of being in the garage they were filthy covered in sawdust was in bedded in the blankets and We would not be able to use the blankets on the trucks any more. On 8/6/14, I tried to explain that using the blankets in future moves would put furniture at risk the saw dust could scratch furniture get into upholstery he did not want to hear this would scream at me. I explained that once we had them back here we would attempt to have them cleaned and then go from there. He agreed to this arrangement.
6. The move to Hoboken, NJ occurred on 8/26/14, unfortunately not without incident to some items. A claim form was mailed to him on 8/27/14. This matter was submitted to the insurance company and he has been paid in full and this claim has been settled and he has been compensated $3,012.54 for property damage and $379.80 for the remainder of his claim, subject to the chosen coverage of $.60 per pound per article.
The estimator and I explained several times that we did not think that the pads could be cleaned enough for future use, but we would try. However, in the end they were not salvageable. At this time, [redacted] told me he did not want them. His exact words were "what do I want with 22 moving pads — get rid of them." So I had them discarded.
We followed the customer request throughout the moving process. Our notes for each conversation are very clear. We hope that this has helped to clarify the matter. Thank you for your time.
Sincerely,Jensen Movers And Storage, Inc
Sincerely,
Megen B

[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]
 Complaint: [redacted]
I am rejecting this response because:
It is filled with inaccuracies, exaggerations, and deceitful
statements.
If you enjoy reading sensationalized fiction, read Jensen’s
response written by Ms. B[redacted].  If you
would like to know the facts, read my original complaint and this rebuttal to
Ms. B[redacted].  Ms. B[redacted]’s response was
exactly the one I anticipated.   She’s
entrenched in her position and is unwilling to acquiesce in any manner.
Ask yourself why would a customer write a detailed complaint
to the Revdex.com for a mere $220 that was spent more than three
years ago?   I wrote it because Jensen
exhibited extremely poor customer service, and when I asked them to honor a
contract, they refused.  I’d like to
think they would have operated under good principles and ethics. Jensen failed
miserably under both accounts. 
Furthermore, when I attempted to reach a compromise with Jensen and
mentioned that I would be happy to settle the matter for $100, Ms. B[redacted] would
not even budge.  She said that I could
sue them if I liked.  When I informed her
that I would lodge a complaint with the Revdex.com, she informed me
that Jensen would sue me for character defamation.   This was a scare tactic and a threat. 
In Jensen’s response, Ms. B[redacted] states that the estimator
met with me.  This is a bald-faced
lie.  I never met with the estimator or
even spoke with him.  I was out of town
on business when he came to the garage to write the estimate.  Because I was out of town, I had my mother
show him the furniture and the goods to be moved. 
Jensen claims that I screamed at Ms. B[redacted] on 8/6/2014 during
a phone conversation.  This statement is
completely false.  First of all, I did
not even move until 8/26/2014.    Jensen
informed me on 9/5/2014 that I would not receive a refund for the pads.  After this notification, Ms. B[redacted] and I had
a conversation.  I expressed my
disappointment to her.  I asserted my
rights.  I passionately argued my case
for reimbursement.  I never screamed.  To say I did is not only an exaggeration but
it is also dishonest and untrue. 
Lastly, Jensen mentions the amount that I was
reimbursed.  I was not compensated
$3012.54 for property damage as Ms. B[redacted] claims.  I was compensated $2632.74 for the property damage
to the hardwood floor due to the movers’ negligence.  I was compensated $379.80 for the damage to
my entertainment center and bench.   I
have the receipts to prove these amounts.  I’d like Ms. B[redacted] to prove that I was
reimbursed $3012.54 and $379.80.  She
will not be able to.  She is wrong once
again.   In any case, my complaint is not about the
reimbursement for the damage to my property and furniture. That reimbursement
was settled through Jensen’s insurance company. 
 My complaint is about the overall
experience with Jensen.  It’s about the
way in which I was treated and talked to. 
It’s about the lack of professionalism that Jensen’s movers and
employees display.
My overall experience with Jensen was horrific.  It is truly sad that a company like Jensen
treated me so disgracefully.  This was
the worst customer service I have ever experienced in my 47 years of life.  
Regards,
[redacted]

Review: Received estimate for a move of a bedroon set and 2 chairs, secretary and piano. Initially, plan for 3 stops. 1 stop cancelled. Move took 1 1/2 hr longer than 5 hr estimate. Workers on day of move, purposely slow walking the process, lots of time spent just standing on truck. Charged for 1 1/2 hrs more than a 5 hrs planned even with 1 less stop and less peices to move.

Also, 1 heavy dresser not positioned on 2nd floor. 1st crew refused to remove marble top and drawers to see if then they could fit peice. 2nd crew removed the marble top but refused to remove drawers. Stating would need to pay for more men and time to remove a window (again at my added expense) without the trial of taking it up the stairs. Measurement of furniture peice 66in, opening 74inches.

Also stated that the double bed box spring would not fit--when it was pointed out there was a box spring on the 2nd floor, then they were miraculoulsy able to fit it up.

Unprofessional interaction and definitely manipulating the cost of the job--increasing by the minute.Desired Settlement: Will not trust them to return to my home. Refund of extra hours.

Business

Response:

Please see attached

Nothing but a bunch of crooks who increase their fees once they have your belongings. Very unprofessional and an absolute rip off from beginning to end.
My worst moving experience ever...

Review: We had Jensen do the packing our packing and our moving. The packers ran out of packing materials for 2 antique mirrors and a Waterford chandelier. The packers promised that the packing would be completed on moving day.This never happened. I received my chandelier in an open box that covered 1/4 of the chandelier with no packing protection at all. The 2 antique mirrors got placed with items that were being salvaged and got thrown out! When I called Jensen, the manager, [redacted] said I could file a claim but it would be denied! She said the movers were given the mirrors by my brother who told them to throw out the mirrors! This is just not true. We paid for packing of items that were not done and the 2 mirrors were never delivered.Desired Settlement: price of mahogany mirror - $250.00

price of maple mirror - $175.00

price of packing material $36.50 + $36.50 + $20.85 = $93.85

A check from Jensen for a Total of $518.85

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: There are several points in this letter that are false. Firstly, I called the Jensen Movers office on move day, Monday morning of July 29th as instructed by the packers, [redacted] and [redacted] on July 27th. I told the office personnel that I had some items for the auction. The office personnel informed me that the decision for items to go to the auction was decided by the moving crew. Therefore, this decision had nothing to do with my brother or me and everything to do with the foreman and his crew. They decided that the items were salvage. The foreman knew which items were to be salvaged because he had to look at them and make a decision. The 2 mirrors were not part of that group. Secondly, Jensen does not make any documentation on what items are to be salvaged and this is bad policy on Jensen's part. If they had had paperwork on the salvaged items, they would have known that the "package of mirrors" was not to be salvaged and was part of the furniture to be moved. Secondly, there were always 3 locations indicated for this move as shown on the Jensen estimate attached. The items that were supposed to go to auction were leftovers from our Estate Sale. The Estimator from Jensen had said they provided this service and to let them know if, after our sale, we had items for Jensen to take. I did this. Thirdly, the mirrors , a chandelier and some clothes were to be packed on moving day as the packers ran out of materials. There was no packing of items that occurred on moving day. The disappearance of the mirrors is due to the faulty practices and sloppy handling by Jensen Movers. I want compensation for my mirrors as indicated.

Review: We hired Jensen Movers and Storage to handle packing, moving and storage of our home for our move from [redacted], PA to [redacted], MA. We purchased the Full Replacement Valuation from Jensen to cover damages or loss of our belongings, under the impression that it was an insurance policy. On their paperwork, there is an area where it says “Please Choose your Insurance Option”. Numerous times I asked if there was a copy that outlined the insurance coverage, I was told that upon delivery of my belongings, all of the paperwork would be given to me at that time, with our delivery documents. At the time, that seemed reasonable.

The packing of our home went relatively well, however, about 2 hours before the pack was done, the head guy who was counting all of the boxes left and things were a little hectic after he left.

There was also an issue where they packed belongings that should have stayed at our house (bottles of wine). So upon getting to their warehouse location, they had to unpack the truck. Things could have been lost or damaged at that time. They gave us no inventory of what happened at that time.

We did pack a small amount of boxes ourselves, which were mainly toys, which we needed out of the way to stage our house to sell, which we had stored in our garage.

Jensen Movers and Storage then stored our belongings for about 2 weeks and then delivered them to our new home.

On their way to our new house, they had a tire blow out and the truck sustained bumper damage, and delayed the delivery of our belongings by one day. We were very concerned about our belongings and received no communication from Jensen, other than a roadside call from the driver. They did not even call us to let us know when they would be delivering our things. We had to reach out to them.

When our things were being unpacked off the truck, there was no one counting boxes, or checking sticker numbers. We found this unsettling and when we signed our final inventory receipt, we indicated that we were uncertain if all of our thing were delivered, as no one was keeping track.

Our first issue that arose, was a stain on one of our childrens mattresses. We contacted Jensen and were told that we are only permitted to submit 1 claim, with everything on it, but they would make an exception to help us out. In our back and forth with the claims department, we were shocked when they basically tried to bully us by saying:

Mr. T.,

Your goods were stored in the trailer for the 2+ weeks following your loading. Any “nasty stuff” would have been from something in your shipment.

Are you telling us that the contents of your shipment contained hazardous or cleaning materials? If this is the case, you were informed ahead of time that we cannot transport these items.

Please have Mr. T[redacted] come out and do his job in cleaning and sanitizing the mattress.

Thank you,

Jensen Movers & Storage Inc

Claims Department

In the coming weeks and months, as we unpacked, we compiled our list of damaged and missing items, per their request and requirements and submitted our claim to them.

We paid $617.50 for an “Insurance Policy” which should have covered us fully for loss and damage of our property. There was also damage to some of our wooden furniture, pressure marks and such on edges, which look like they were caused when the truck had the tire blowout. In our claim, we asked them how to address that damage. They did not ever tell us how to address the wood damage, so we found a rough estimate of $3,200.00 to get the furniture refinished so they can fix the damage.

Our claim was for $2,132.11 for missing and damaged items, plus $3,200.00 to fix the damaged furniture for a total of $5,323.11. We itemized, took pictures of and researched values of our missing or damaged belongings, which we included in our claim. They sent us a response and check for $596.97 to settle our claim (we have not cashed or deposited the check).

Their basic response to the majority of our claim was that our items were damaged prior to the move, or that we are lying to them about missing items. I find this offensive and unprofessional. While our items may have not been in perfect condition, there is clear damage from the move, which we discussed with the movers who were onsite and they agreed with us. As far as the missing items go, we trusted them to pack our things, we have been honest about what is missing and find it unacceptable for Jensen to claim that they did not pack those items.

We have done everything we were supposed to do and are very unhappy with the outcome of our claim. Everything is done in house at the moving company, so there is no independent evaluation of our claim. Additionally, we feel that the company is attempting to shift blame from themselves to us and we find it unacceptable and unethical. We purchased an insurance policy to protect our things and are not being properly compensated for what we paid forDesired Settlement: We would like to be fairly compensated for our damaged and missing belongings.

Business

Response:

October 3, 2014Dear [redacted]:Please accept this letter in response to your letter dated September 8, 2014. I have reviewed the complaint submitted by [redacted] as well as all documents on file.1. [redacted] signed for, chose, and paid for valuation coverage - not an insurance policy, not once but twice.2. We dearly explained that it would be our right to pay the cost of repairing the item.Valuation sub article 2 – Full replacement valuation – if a loss or damage were to occur, Jensen or its Insurer, at their option will either; pay the cost of repairing the item or replacing the damaged or lost property with other property of like kind, like quality, like condition,3. A complete inventory of the furniture and its condition was completed and signed for prior to loading the goods.4. The BOL of lading is the contract, this is where the owner made the final decision for the coverage of the valuation of the shipment and again the coverage option was for full replacement valuation -choose $65,000 of valuation coverage. 5. When the stain on the mattress was reported we offered to send someone out immediately to clean the mattress and [redacted] would not even let them in his home. He also did not claim the mattress on his claim for damage report. We tried to correct the matter and he would not allow the cleaning person in his home.6. In the letter to your office it is stated that there s a repair estimate for $3200,00 but it was never submitted to our office. A copy of his claim for damages as submitted by [redacted] will show "We are uncertain how to price for these damages, short of claiming the price to replace each item."7. I have reviewed the emails and phone records – our records do not reflect any request on how to handle the repairs for the wood furniture repairs or how to get an estimate for a repair.8. This claim has been settled and a check has been issued based on the all available information,documentation and research to make a fair settlement of $596.97. We have provided a copy of our settlement letter. The customer was provided the opportunity to submit their own estimate for repair and chose not to, now arbitrarily claiming repairs of $3,200.00. We have reviewed the damage of the 3 pieces of furniture and the repairs do not constitute $3,200.00 of repairs, when the furniture was inventoried with pre-existing damage.We have reviewed this file in its entirety and find that we must rely upon the records that are available to us in making our decision. While we acknowledge that it is very difficult to remain unaffected in a situation such as this, we must support the decision previously taken and cannot offer further compensation.We hope that this letter has cleared up the coverage that was chosen and the way and they way valuation is settled. Thank you. -Sincerely, Jensen Movers & Storage, IncMegan B

Consumer

Response:

Oct. 15, 2013Jensen Moving and Storage's response simply dances around the issues without really addressing anything.They say a full inventory of furniture and condition was covered and signed off by me. This is just completely taking advantage of a family in their most hectic time. Moving is crazy. First they handed me a hand written illegible list with pages of items. They also didn't itemize every single item. Computer wires, monitors, small picture frames, remotes, shovels, number of cups, bowls, lamps, etc... I even sent an email complaining about this issue because I knew this would happen. I've attached the email complaint, which goes against their primary argument.They are also treating all damages as the same when really they are apples and oranges. We had some marks on our furniture, but it wasn't huge indentations or broken pieces. They are pretty much saying that because we had a scratch on the table, then the new huge indentations or broken wood are part of the reported initial damage. There was plenty of time when we were not around when things could have gotten broken or lost. They unpacked our moving truck twice. Once at their storage facility to find a box they packed which they weren't supposed to and then again when they got into an accident on the highway while moving our stuff. They said they had to switch trucks on the highway. The damage to some items look like something that would happen during an accident while moving. They failed to respond to any of this.As previously mentioned in the original claim, once the moving supervisor left our home early, the moving crew was just throwing stuff into the truck and grabbing things around the house and boxing them up. In our garage alone they broke numerous ornaments as they apparently weren't equipped to handle a large job, They were in “rush” mode as it was getting late and didn't take care of our things. I even commented to them about it a few times as well as complained to Jensen the following day. I have emails to support all of this and I’ve attached them to this response. I even foreshadowed this exact issue in the email sent to the owner on the company on 8/3. (attached)Since they brought it up the mattress damages to try and discredit us and make us seem hard to deal with, I'll explain. There was nasty dark grease all over one side of our mattress. They refused to replace it and offered to have it cleaned. I said I didn't want it cleaned as it was disgusting and I wasn't going to sleep on it again. We ended up just throwing the mattress out. On good faith that they would be a trust worthy and reputable company and own up to their other damages we didn't include it in the claim. I understood their argument about cleaning it, but I'm just not sleeping on a mattress that has stuff seeped into it. I asked the person on the phone at Jensen if she would sleep on a mattress if I poured nasty grease on and let sit for days and then had it cleaned for her. Of course I got no answer. Based on this initial experience, I should have expected their check for around $600 when we claimed thousands in damages.We contacted the office several times asking how to price the damages. I sent estimates in email as requested by them, I've attached those emails as well. The $3,200 wasn't for replacement as they claim; it was for fixing the damages. This was exactly what they asked for and they just ignored it.The “valuation coverage” which they called insurance when they sold it to us is a total sham. They just decide whatever they want to pay or just not to pay at all. Their logic is that if they don't find it in their list then they must not have moved it or broke it. If something has a scratch, then it's broken and no matter what else happens to it, they aren't liable.We have not deposited their check and will seek further legal action if they do not want to own up to their damages and do the right thing. I'm willing to settle on something in the middle to avoid lawyer fees, but if suing them can hopefully help others from dealing with this nonsense, then it's worth it for the greater good of others.

Review: I noticed that Jensen Movers failed to re-attach the china cabinet to the base, causing the furniture to become unstable. I called over the weekend (as soon as it was discovered) and left several messages during the week. I finally got through to Noreen (secretary) who told me that they would send someone out this week. I called again and got a Manager on duty. She was very rude to me and indicated that I did sign the contract stating that everything was okay. I told her the furniture was unstable. She was not concerned and did not want to help me.Desired Settlement: I wanted someone to come and fix the furniture back to the way it was before so that it does not topple over. At this point, I may prefer to have a Handyman service come instead and have Jensen reimburse me for the cost. Jensen Movers says on their website that they want to have a happy customer and they failed miserably with me. They need to learn some customer service skills over there and not treat their customers (that pay $2300 for their services) with complete disregard.

Business

Response:

September 4, 2014Dear [redacted]:Please accept this letter in response to your letter dated August 27, 2014. I have reviewed the complaint submitted by [redacted]. In review of the file and our records, I find that we have already sent a crew to [redacted]'s home to on August 27, 2014 to re-attach his china cabinet to the base. Our records reflect the following to be true:[redacted] contacted our office over the weekend of August 23 & 24, 2014 to report the problem with the china Cabinet. At this time, the office was closed. On Monday, August 25, 2014 he was able to speak with Noreen, to report it to Someone directly. Noreen advised him that she would be back in touch with him when she would be able to get a Crew out to screw the pieces together. Tuesday, he called and spoke with me. He advised me that Noreen was not getting back to him. I asked [redacted] to hold and checked into the situation. I started to explain to [redacted] that we had a very busy schedule, but that we had him on the list to call as soon as a crew was available to dispatch. I started to explain what this would mean but when he did not want to listen to what I had to say he started to scream at me. As he started to scream at me I asked him, "to not speak to me in that manner, it will not resolve the problem". He stated that, "I want a date to fix my china hutch." I advised him that if he would like a definite date that I would have to give him the date of Monday September 8, 2014. I asked him "If he would like to be called as I get a Crew that was available then I will call him if I get a crew back early and send them over to take care of the problem." On August 27, 2014, I sent a crew over to fix the problem. As a sign of his satisfaction, [redacted] tipped the Crew $20.00 for fixing the problem.Sincerely,Jensen Movers & Storage, IncMegan B.