[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 From: [redacted] < [redacted] @ [redacted] >Date: Thu, Mar 5, at 5:PMSubject: Re: [redacted] - [redacted] - Claim ReviewTo: Katie N [redacted] Cc: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org>Dear MsN [redacted] ,I am amenable to your proposed final settlement amount of $It was never my expectation to receive a financial windfall as a result of this situation, and I believe we have reached a fair compromise under the circumstancesI appreciate your diligence in getting this matter resolved expeditiously, and I thank you for valuing my business as a customer of JK Moving for more than five years.Respectfully, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Summary: The response from JK Moving contains numerous fabrications, fallacies and falsehoods, continuing the deceptive pattern that formed the basis of our complaintThey do however admit two key facts of our complaint: 1) that they were aware from the onset that we were worried about the weight of our move and that if we were going to be over weight we would move some or all of our belongs ourselves or with another provider; and 2) that they had belief prior to our move that we were going to be significantly over the Army’s weight allotment Details: JK Movers in their response accurately reflects and acknowledges that they knew our original intention was to move the contents of my workshop separately and had asked them for recommendations for someone else to move itThey are essentially admitting the key fact on which we base our complaint: That they knew as early as June 27, that if we thought we were going to be substantially over the Army's weight allowance that we planned to seek alternativesIt is our belief that because they knew we might self-move some or all of our belongings, they began deliberately deceiving us about the weight In their response, JK Moving is also admitting that as of July 24, they believed we would be substantially overweight We believe that knowing that, and knowing that we intended to seek alternatives, they deliberately did not inform us of the weight in order to be able to move all of our items Contrary to their claims, JK Movers never verbally gave my wife weight an estimate at any timeThey do not dispute that they never provided a written estimateHad we been notified of that estimate of approximately 12,lbs over the Army allowance, we would have opted to move some or all of our belongs separatelyAs acknowledged by JK Moving, they were aware that we intended to do so Additionally, even if they had given such an estimate of 29,(which they did not), they have not explained why the weight they claimed to the Army was approximately percent higher than the estimate Not only did JK Moving fail to provide any estimate to either my wife or myself, but on numerous conversations with the movers, they assured us that we would be not be over weight or would only be by a very small amount When JK Moving’s Move Coordinator came to my house to do the estimate on or about July 16, 2013, I discussed with him extensively our concerns and whether we should move some items separatelyWe carefully walked through every room in our house, including our garage with my woodworking toolsHe assured me that while we did have a lot of belongings, it seemed for a house of our sizeHe told me and that we would be fine and not to worry about itHe said that if we do go over it would only be a little and that would be offset by my wife’s PBP&E and my allowed lbs of pro gear Also, on the day of our move in August, 2013, I asked the movers if I could witness the weighing of the items as is my right according the ArmyI was given numerous assurances that it wouldn’t be necessary because our weight would be fine In my conversation with JK Moving on Feb 12, 2016, JK moving did not deny that either of those conversations took place, only saying that they did appear in JK Moving’s notes and that the individuals in the company involved with our move were no longer with the company Further, JK Moving misrepresents the conversation with my wife on July 31, In that conversation, the manager did tell my wife that they could handle the move, but JK Moving fails to say that what my wife had asked was given my woodworking equipment and other items, would they be able to handle the move without us incurring overages from the ArmyThe manager said that he couldn’t be a hundred percent sure until it was weighed, but said that with my wife’s professional gear allowance we would be fine, and if we were over it would only be by a little It was based on that conversation along with my conversation with the Move Coordinator, during both we were assured that our weight would be fine or minimally over, we decided to trust JK Moving with the entirety of our move rather than moving some or all of it ourselves or seeking other quotesWe did not know that those assurances were deceptive JK Moving’s response is riddled with errors, inaccuracies and other deceptive statementsFor instance, JK Moving cites moving "two garages full of industrial woodworking machinery." This is and deceptive for multiple reasonsFirst, our house only had, and still has, a single garageI have no idea what they could be referring to as a second garage since none existsSecond, I own no "industrial woodworking machinery." I own standard household/small shop grade woodworking equipment'Industrial machinery' implies equipment weighing several thousand pounds each requiring 3-phase and Volt electricity: i.ethings you find in a factoryWe own no such thingThe equipment I own is the kind you commonly find at a woodworking hobby store like [redacted] and some [redacted] JK Moving is exaggerating my equipment in order to paint an inaccurate picture Further my wife told JK Movers about my equipment during the initial phone call in June, However she did not say she was "100% sure we would be overweight." She said she was very concerned we would be over weight, which is why she wanted them to make a careful estimate and why I provided them with specifications of my shop equipmentTo enable them to do so, I provided them with photographs of all the woodworking machines along with weights via email on July 11, (attached.) This runs contrary to their assertion in their response that "On 07/24/2013, [redacted] called in to follow up on the survey resultsThe Move Coordinator informed the member the estimated weight was in excess of 29,lbs [redacted] accepted the estimated weight and explained they had industrial wood working equipment and would send in pictures of the equipment to the Move Coordinator.” The attached email shows that I had sent them those pictures two weeks prior, and before doing the walk through with the Move Coordinator Pointing to my woodworking equipment is a red herring -- a deliberate exaggeration on behalf of the moving company to try to cast eyes away from their deceptive practicesIn fact, as documented to the company more than a month prior to the move, the total of my woodworking equipment, including my workbench, amounted to approximately 4,lbs(I can provide all the manufacturer specifications if needed.) That is just slightly more than one tenth of what JK Movers claimed to the ArmyIt is also significantly less than the 18,lbs total the Army allows The mover multiple times tries to make this exaggeration in their responseFor instance JK Movers states: "This inventory and shipment weight included itemized garage industrial tool items and was signed by [redacted] ***.” First, according to the inventory, only items were labeled as coming from the garage according to the recordsIt is also deceptive to to say that all of these were “industrial tool items." A substantial number of those items were things such as individual boards which weigh just a couple pounds but as they do not fit in a box had to be inventoried separatelyAlso, I had disassembled many of my (not 120) woodworking machines, so an individual machine accounted for as many as - inventory itemsAdditionally, the movers also miscategorized items stored in our small outside storage shed (such as rakes and shovels, a regular lawnmower and roto-tiller, a couple camping tents, a snowboard and other such items) as garage items as well, labeling many of them as "tools"That they are now calling this “industrial tool items” is only evidence of their intent to deceive rather than clarify Regardless of the number of items, in the billing invoice JK Moving provided to the Army (which we only first saw two years after the move), JK Moving said the sum total of my professional equipment was 6,lbsGiven that my actual woodworking machinery weighed 4,lbsand my workshop did include other things like screwdrivers, chisels, handplanes, hand saws, a few hundred pounds of lumber, and that they included items from the shed in that number, I believe that number may very well be accurateI have attached that document as well In their response, JK Moving claims that the shipment was "overweight due to her husband’s industrial tools.” As they themselves claimed those items — including those they miscategorized — amounted to 6,lbs, yet they reported to the Army the move was approximately 28,overweight, their assertion quite literally doesn’t add up JK Moving also is being elusive and deceptive about their failure to properly report my wife’s Professional Books, Papers and Equipment (PBP&E) which would have been exempted from the weight limitsJK Moving in their response says " that military requirements only allow for the service member’s uniforms, duty manuals, and objects to be used in the performance of duty (not the industrial shop equipment he wanted listed).” First, at no time did we ask that my woodworking equipment be listed as my wife’s PBP&EThat is a fabricationDuring the conversation on Feb 12, 2016, I asked JK Moving about the contents of my wife’s home office and asked why they failed to accurately classify them as PBP&EWe had set aside her PBP&E in her home office all together — the only items in that room — and told JK Movers to itemize those as PBP&EBecause that office included her extensive medical library and papers along with other allowed professional items, we believe there were thousands of pounds of PBP&E that JK Movers failed to properly report During the packing and moving, my wife attempted to label her PBP&E items on the inventory sheet so they would be clearThe Moving Coordinator stopped her and told her it wouldn’t be necessary for her to do that since they would take care of itI have attached the page of the inventory that she began marking that day In our phone call on Feb 12, 2016, JK Movers told me that those items would not have applied because of regulation set out by the Army that limit what can be claimed as PBP&EHowever she did not state that she was citing regulations that were enacted in May 2014, the year after our moveAt the time of our move in August, 2013, the items in her home office were all considered professional items eligible to be exempt from the weight limitsWe do not know why JK Moving failed to properly report that at the timeHowever that JK Moving cited regulations not in effect at the time of our move and then mischaracterized the discussion in their response to the Revdex.com is only further evidence of their deceptive practices JK Moving correctly states that they were contracted with the Army and billed and were subsequently paid by the ArmyHowever, JK Moving also is aware that any reported weight over the 18,lbs allotment (less PBP&E and packing materials) would be passed on to the Veteran and her familyAs such they had no incentive to provide us with accurate information prior to our moveTo the contrary they had a big incentive to deceive us with assurances in order to convince us to do the entire move with them rather than to self-move some or all of our belongingsThey would be paid by the Army regardless and as long as they filled out their required paperwork correctly they were covered That they would deceive a decorated Veteran such as my wife at the completion of years of honorable service in order to boost their revenue is particularly shameful JK moving also notes that I told them that I would share the outcome and my experience with them on social mediaThat is true and is my right under the First AmendmentThey failed however to note that they threatened to silence me with costly frivolous litigation if I do so Regards, [redacted] ***
From: [redacted] < [redacted] >Date: Tue, Mar 31, at 9:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] @myRevdex.com.orgGood morning,A manager from JK moving called me back and is resolving the issue.Thank you, [redacted]
Tell us why here JK's driver deemed it unsafe to both property and equipment to make this delivery At the time, the customer did not dispute this The delivery was made with the use of a shuttle and the customer paid for this The need for a shuttle was explained to the customer at the time of delivery The moving truck that this customer sees in her neighborhood may not have the same size/specifications of the truck used for her job In any case, this service was delivered to Mrs [redacted] on 7/23/ JK cannot justify a refund of this customer's monies at this time
Dear [redacted] ; sans-serif;">It is regretful [redacted] was not satisfied with our move services Our team has tried its best to accommodate **and [redacted] ***’s move needsUnfortunately there were some complications during the move resulting in some of their ite [redacted] having to be returned to [redacted] , Maryland Here is a brief summary of events for file: · 06/25/– JK crew arrived and packed the contents of **and [redacted] ***’s home · 06/26/– JK crew arrived to wrap and load contents of **and [redacted] ***’s home o The shipment was estimated to be 11,lbs., instead it was 14,lbs o All ite [redacted] would not fit on the truck, so another truck was assigned to pick up the ite [redacted] not loaded o [redacted] was present during the load o Freezer had not been unloaded and defrostedDriver advised [redacted] he could not take the unit with the contents and not being defrostedNot enough time to defrost on load day o All documents were signed confirming all ite [redacted] had been loaded for transport o Check on call was made by the Coordinator, she was told everything was going very well · 06/27/– Second JK crew arrived to pick up the ite [redacted] did not fit on first truck that were located in the sunroom**and [redacted] were not present, nor the new homeowners so the driver loaded the ite [redacted] located in the sunroomThe refrigerator was not located in the sunroom, nor to the driver’s knowledge had it been serviced for transportThe second driver loaded all ite [redacted] left and transported them to the ***’s in South Carolina · 06/28/– Main portion of shipment was delivered to residence o The Coordinator contacted the ***’s and was told everything was going well · 06/30/– Overflow shipment was delivered to the ***s o ** [redacted] reported to the Coordinator there was an error and items that should have stayed in MD had been moved to SC o The driver incorrectly re-loaded the items (a mower, weedeater, heater, and power-washer) ** [redacted] stated should not have been moved on the truck trying to accommodate the ***s · 07/08/– [redacted] contacts the Coordinator to find out about status of getting a refrigerator moved to SC and status of items returned to MD · 07/15/– The Coordinator updated [redacted] regarding the status of items and provided her with a quote to move the refrigerator and the power washer back to SC [redacted] declined paying for the transport of these items so no arrangements were made to move them · 07/29/- The items were then transported back to our Sterling, Virginia facility and turned over to our Dispatch Team · 07/30/– The Coordinator contacted [redacted] to get delivery contact information and was provided the realtor information and the names of the new homeownersThe Coordinator contacted the realtor who met with our Dispatcher to receive the items that needed to be returned – a mower and a heater were returned to MDHowever, the ***s now wanted the power-washer and weedeater taken back to SC · 07/31/– The mower and heater were turned over to the realtor who returned the items to the new homeownersThe other two items are at our [redacted] facilityThe realtor told the Coordinator he would make arrangements to move these items to SC for the ***s Again, we regret **and [redacted] were not satisfied with their move services though at the time of the move signed all documents and told their Coordinator everything was being performed to their satisfactionAs you can see, many attempts were made to try to resolve this matter for the ***s at no additional cost Had the refrigerator been ready for transport on the day of load or when the second truck arrived we would have moved it to SCSomeone should have been present or clear identification of the ite [redacted] needing to be moved should have been made and they would have been collected and transported to SCInstead, we moved items they did not want moved, and now have items we did move for them to SC – that they had us move back to MD to return – to then decide they now want them back in SC Our drivers, Coordinator, and Dispatcher have tried to accommodate [redacted] ***’s requests; however, transporting items to/from MD to SC is expensiveWe have been transporting these items back and forth at considerable expense and no charge trying to accommodate [redacted] ***’s requestWe offered to move refrigerator, power washer, and weed eater to SC for ** [redacted] for a highly discounted fee, but she has declined the offer and does not want to pay for the serviceTherefore, we will make another attempt to contact the realtor so he can forward the items at our warehouse to her, then consider the matter closed Please advise if you need any further information from usWe appreciate the opportunity to respond to this complaint Regards, Katie N [redacted] Director JK Moving Services | Customer Care D ###-###-#### F ###-###-#### Mercure Circle, Sterling, VA 20166JKmoving.com
Dear ***; I have met with our General Manager, MrMichael P [redacted] , to discuss your offer to settle the amount for the power washer, weed whacker, microwave, and refrigerator for $Unfortunately, JK cannot allow beyond the $authorized for the power washer and weed whacker as we never had possession of the microwave or refrigerator We respect that our offer of $to settle this matter does not meet your approval and would like to provide you with arbitration informationJK participates in the American Moving & Storage Association Arbitration program as a method to have consumer disputes resolved by a neutral third party in the most cost effective and efficient way possible Regards, Katie N [redacted] Director JK Moving Services | Customer Care and Government Services Division D ###-###-#### F ###-###-#### M ###-###-#### Mercure Circle, Sterling, VA 20166JKmoving.com
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I am sorry to read that JK movers like to wash their hands clean of this situation. I was faced with the same attitude when I tried to negotiate with the coordinator
As stated by JK movers, our total household was underestimated by them. The estimate was for 11, lbs, but, the actual weight came to 14,lbs. WHO’S fault was that? Not mine
If , when asked by the coordinator during the day of packing, how is everything going, and I answered “ fine “, it’s, because at that point is was fine
When evening came around the JK Driver became very worried and upset, I realized then that things did not go so well. The underestimated small truck was filled 100% to capacity. The driver found a solution by calling JK movers ordering a second truck. The second truck, however, would not arrive until the next day on the 27th of June. The driver then went throughout the house making a list with the items that needed to be picked up and transferred the next day. My son ** and I had difficulty making clear that the refrigerator needed to be transferred. Several times the driver told us that he doesn’t have to move the refrigerator. ( YES, IT WAS EMPTY and FROST FREE ) He just did not want to bother.
Since we had to vacate the house on the 26th, I had no choice but to call the new owners who vacationed on *** ***. I asked for their permission for the second truck to come and get the rest of our belongings
We would leave the key to the house inside the outside patio heater. The patio heater and the electric lawn mower both had been given by us to the new owners and needed to stay with the house. UnfortunatelyI was not able to stay in *** since we had settlement on the next day, 27th of June, on the house in SC
Everything from here on went wrong. The heater and the lawn mower were delivered to us in SC with our garden furnitureYes, we sent the items back to MDThey ended up in your JK warehouse
For us there was no refrigerator, no microwave, no Christmas tree, no power washer, no electric trimmer, no tree cutter and more. Our real estate agent took it upon himself to get the heater and lawn mower delivered from the warehouse to the new owners in MD
The bottom line is:
JK Movers underestimated the size of truck that was needed by almost pounds. Not my fault
Lack of communication between first and second crew. Not my fault
Coordinators lack of interest in resolving the case sufficientlyA lack of caring
Not answering phone calls I made, totally ignoring them
They all just hoped to shove it under the table for it to go away
I never asked for special treatments during and after the move. I just want what belongs to us to be transferred from Mdto SCThat did not happen and I still expect this to be rectified
In the meantime: The owners on *** *** *** ** in *** gave me a time frame for the refrigerator to be moved out of their garage. The dead line was August 15th. After that date the refrigerator was donated to a charity
This is the truth,
*** ***
[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.
From: [redacted] <[redacted]@[redacted]>Date: Thu, Mar 5, 2015 at 5:57 PMSubject: Re: [redacted] - [redacted] - Claim ReviewTo: Katie N[redacted] <Katie.N[redacted]@jkmoving.com>Cc: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Dear Ms. N[redacted],I am amenable to your proposed final settlement amount of $607.80. It was never my expectation to receive a financial windfall as a result of this situation, and I believe we have reached a fair compromise under the circumstances. I appreciate your diligence in getting this matter resolved expeditiously, and I thank you for valuing my business as a customer of JK Moving for more than five years.Respectfully,[redacted]
On Wednesday, July 22, 2015, at 5:10 pm, an email was sent to move coordinator, Kellie Y[redacted], by Dispatch Supervisor, Anthony L[redacted], asking her to...
advise the customer, Mrs. [redacted], that a shuttle would be needed for delivery the next day. Kelly called the customer at 6:21 pm and advised customer of the need for a shuttle. Customer paid for the shuttle, but indicated she was not happy.
Per the Interstate Tariff Rules, a shuttle is applied:
· when it is physically impossible for carrier to perform pickup of shipment at origin address or to complete delivery of shipment at destination address with normally assigned road haul equipment, due to the structure of the building, its inaccessibility by highway, inadequate or unsafe public or private road, overhead obstructions, narrow gates, sharp turns, trees, shrubbery, the deterioration of roadway due to rain, flood, snow, or nature of an article or articles included in the shipment, the carrier shall hold itself available at point of pickup or tender delivery at destination at the nearest point of approach to the desired location where the road haul equipment can be made safely accessible.
In this case, the driver attempted the delivery, but deemed it unsafe to proceed. Mrs. [redacted] was advised and understood. However, we received another communication from her on July 6, 2016, which contained a picture of a tractor trailer delivering a neighbor’s goods. She then demanded a refund of the shuttle monies she paid on her job a year ago.
Her concerns were escalated to our GM who advised her that when making the decision to use a shuttle, our drivers will do their best to avoid them. Not only do they have to go through the process of securing a shuttle truck, they also have the potential for additional claims by having to double-handle the customer’s items. This is not a desired outcome for any driver. Further, securing a shuttle costs them more time on the job and additional labor costs.
In this case, a shuttle was deemed necessary and used and the service was provided, so it is JK’s stance that this money is non-refundable.
Tell us why here...
Dear [redacted];
Roman', serif;">
Here is a timeline, our response, and summary of actions taken for your file.
· 09/21/2013 – JK Moving crew performed storage in services for [redacted]. Customer was satisfied with services.
· 01/04/2014 – JK Moving crew delivered her household goods items to her new residence located in [redacted], VA.
· 01/06/2014 - [redacted] reported to her Move Consultant and Coordinator that some wall damage had occurred while moving in the furniture.
o The Coordinator notified the JK Claims Team and sent the customer claim forms to complete.
· 01/08/2014 – JK Claims Team assigned the reported damages to [redacted] Restoration to respond and repair.
o [redacted] Restorations contacted [redacted] and scheduled an appointment for 01/20/2014 for the inspection and repairs.
· 01/20/2014 – [redacted] Restorations met with [redacted] and performed repairs to some walls and floors.
o [redacted] noted she had some furniture items that had not been re-assembled, which [redacted] Restorations reported back to the Claims Team.
o The Claims Team checked with the crew foreman. He advised that they had re-assembled all items they had dis-assembled.
o Even though [redacted] had elected not to purchase valuation for her move remain with limited all coverage to sixty cents/lb. per article and that the items that were not re-assembled were the items she had dis-assembled at origin; the Claims Team assigned [redacted] Restorations to respond back to [redacted]’s home to re-assemble her items.
o [redacted] declined having [redacted] Restoration perform the re-assembly and wanted to be paid instead. This was not authorized.
· 03/29/2014 – [redacted] disputed her move charges with her credit card company and all funds were deducted from JK.
· 04/08/2014 - JK Moving Services appealed the charge deduction
· 04/21/2014 – The credit appeal was approved and funds were returned to JK and the account is paid in full.
· 06/13/2014 – Prior to closing out the claim, it was reviewed again by management and decided to again allow for the re-assembly of items. On June 13, the Claims Manager, [redacted], emailed [redacted] advising her that as the account was now paid we would honor our original offer and have [redacted] Restorations come out and re-assemble her items if she still wanted them to.
o Assignment sent to [redacted] Restorations.
o No further communications received.
We regret that [redacted] was not satisfied with our service; however, we have tried to be fair and reasonable in accommodating [redacted]’s need to have her items re-assembled. JK was only responsible to re-assemble the furniture items we had dis-assembled when brining into storage; however, [redacted] is not happy we will not re-assemble items that were dis-assembled prior to being placed into JK’s care. We could have arranged for a service provider to re-assemble the items they had dis-assembled, but this is at an additional cost which [redacted] did not want to pay.
Therefore, in the interest of trying to be fair and reasonable we have authorized [redacted] Restorations to perform the re-assembly of her items and hopefully bring this matter to a close. Please advise if you need further information from our team. Thank you for your attention to this matter.
Regards,
[redacted]
Director
JK Moving Services | Customer Care and Government Services Division
D ###-###-#### F ###-###-#### M ###-###-####
44112 Mercure Circle, Sterling, VA 20166JKmoving.com
This was the worst moving experience we have ever had... Items were stuffed in boxes, others loosely packed in half filled boxes, a disaster.
Nicely dressed salesperson came to our home and once he had a check we could not get him onthe phone.
Upper level "manager" was inarticulate and rude when we tried to resolve the many issues including a questionable charge for insurance we repeatedly express we did not need at USAA members.
It was a disgrace. Please save yourself the hassle and disappointment. Go elsewhere for quality service. It is surely not here.
[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:
Summary: The response from JK Moving contains numerous fabrications, fallacies and falsehoods, continuing the deceptive pattern that formed the basis of our complaint. They do however admit two key facts of our complaint: 1) that they were aware from the onset that we were worried about the weight of our move and that if we were going to be over weight we would move some or all of our belongs ourselves or with another provider; and 2) that they had belief prior to our move that we were going to be significantly over the Army’s weight allotment.
Details:
JK Movers in their response accurately reflects and acknowledges that they knew our original intention was to move the contents of my workshop separately and had asked them for recommendations for someone else to move it. They are essentially admitting the key fact on which we base our complaint: That they knew as early as June 27, 2013 that if we thought we were going to be substantially over the Army's weight allowance that we planned to seek alternatives. It is our belief that because they knew we might self-move some or all of our belongings, they began deliberately deceiving us about the weight.
In their response, JK Moving is also admitting that as of July 24, 2013 they believed we would be substantially overweight. We believe that knowing that, and knowing that we intended to seek alternatives, they deliberately did not inform us of the weight in order to be able to move all of our items.
Contrary to their claims, JK Movers never verbally gave my wife weight an estimate at any time. They do not dispute that they never provided a written estimate. Had we been notified of that estimate of approximately 12,000 lbs over the Army allowance, we would have opted to move some or all of our belongs separately. As acknowledged by JK Moving, they were aware that we intended to do so.
Additionally, even if they had given such an estimate of 29,600 (which they did not), they have not explained why the weight they claimed to the Army was approximately 50 percent higher than the estimate.
Not only did JK Moving fail to provide any estimate to either my wife or myself, but on numerous conversations with the movers, they assured us that we would be not be over weight or would only be by a very small amount.
When JK Moving’s Move Coordinator came to my house to do the estimate on or about July 16, 2013, I discussed with him extensively our concerns and whether we should move some items separately. We carefully walked through every room in our house, including our garage with my woodworking tools. He assured me that while we did have a lot of belongings, it seemed normal for a house of our size. He told me and that we would be fine and not to worry about it. He said that if we do go over it would only be a little and that would be offset by my wife’s PBP&E and my allowed 500 lbs of pro gear.
Also, on the day of our move in August, 2013, I asked the movers if I could witness the weighing of the items as is my right according the Army. I was given numerous assurances that it wouldn’t be necessary because our weight would be fine.
In my conversation with JK Moving on Feb 12, 2016, JK moving did not deny that either of those conversations took place, only saying that they did appear in JK Moving’s notes and that the individuals in the company involved with our move were no longer with the company.
Further, JK Moving misrepresents the conversation with my wife on July 31, 2013. In that conversation, the manager did tell my wife that they could handle the move, but JK Moving fails to say that what my wife had asked was given my woodworking equipment and other items, would they be able to handle the move without us incurring overages from the Army. The manager said that he couldn’t be a hundred percent sure until it was weighed, but said that with my wife’s professional gear allowance we would be fine, and if we were over it would only be by a little.
It was based on that conversation along with my conversation with the Move Coordinator, during both we were assured that our weight would be fine or minimally over, we decided to trust JK Moving with the entirety of our move rather than moving some or all of it ourselves or seeking other quotes. We did not know that those assurances were deceptive.
JK Moving’s response is riddled with errors, inaccuracies and other deceptive statements. For instance, JK Moving cites moving "two garages full of industrial woodworking machinery." This is false and deceptive for multiple reasons. First, our house only had, and still has, a single garage. I have no idea what they could be referring to as a second garage since none exists. Second, I own no "industrial woodworking machinery." I own standard household/small shop grade woodworking equipment. 'Industrial machinery' implies equipment weighing several thousand pounds each requiring 3-phase and 440 Volt electricity: i.e. things you find in a factory. We own no such thing. The equipment I own is the kind you commonly find at a woodworking hobby store like [redacted] and some [redacted]. JK Moving is exaggerating my equipment in order to paint an inaccurate picture.
Further my wife told JK Movers about my equipment during the initial phone call in June, 2013. However she did not say she was "100% sure we would be overweight." She said she was very concerned we would be over weight, which is why she wanted them to make a careful estimate and why I provided them with specifications of my shop equipment. To enable them to do so, I provided them with photographs of all the woodworking machines along with weights via email on July 11, 2013 (attached.)
This runs contrary to their assertion in their response that "On 07/24/2013, [redacted] called in to follow up on the survey results. The Move Coordinator informed the member the estimated weight was in excess of 29,600 lbs. [redacted] accepted the estimated weight and explained they had industrial wood working equipment and would send in pictures of the equipment to the Move Coordinator.” The attached email shows that I had sent them those pictures two weeks prior, and before doing the walk through with the Move Coordinator.
Pointing to my woodworking equipment is a red herring -- a deliberate exaggeration on behalf of the moving company to try to cast eyes away from their deceptive practices. In fact, as documented to the company more than a month prior to the move, the total of my woodworking equipment, including my workbench, amounted to approximately 4,800 lbs. (I can provide all the manufacturer specifications if needed.) That is just slightly more than one tenth of what JK Movers claimed to the Army. It is also significantly less than the 18,000 lbs total the Army allows.
The mover multiple times tries to make this exaggeration in their response. For instance JK Movers states: "This inventory and shipment weight included 120 itemized garage industrial tool items and was signed by [redacted].” First, according to the inventory, only 85 items were labeled as coming from the garage according to the records. It is also deceptive to to say that all of these were “industrial tool items." A substantial number of those items were things such as individual boards which weigh just a couple pounds but as they do not fit in a box had to be inventoried separately. Also, I had disassembled many of my 12 (not 120) woodworking machines, so an individual machine accounted for as many as 6 - 10 inventory items. Additionally, the movers also miscategorized items stored in our small outside storage shed (such as rakes and shovels, a regular lawnmower and roto-tiller, a couple camping tents, a snowboard and other such items) as garage items as well, labeling many of them as "tools". That they are now calling this “120 industrial tool items” is only evidence of their intent to deceive rather than clarify.
Regardless of the number of items, in the billing invoice JK Moving provided to the Army (which we only first saw two years after the move), JK Moving said the sum total of my professional equipment was 6,500 lbs. Given that my actual woodworking machinery weighed 4,800 lbs. and my workshop did include other things like screwdrivers, chisels, handplanes, hand saws, a few hundred pounds of lumber, and that they included items from the shed in that number, I believe that number may very well be accurate. I have attached that document as well.
In their response, JK Moving claims that the shipment was "overweight due to her husband’s industrial tools.” As they themselves claimed those items — including those they miscategorized — amounted to 6,500 lbs, yet they reported to the Army the move was approximately 28,000 overweight, their assertion quite literally doesn’t add up.
JK Moving also is being elusive and deceptive about their failure to properly report my wife’s Professional Books, Papers and Equipment (PBP&E) which would have been exempted from the weight limits. JK Moving in their response says " that military requirements only allow for the service member’s uniforms, duty manuals, and objects to be used in the performance of duty (not the industrial shop equipment he wanted listed).”
First, at no time did we ask that my woodworking equipment be listed as my wife’s PBP&E. That is a fabrication. During the conversation on Feb 12, 2016, I asked JK Moving about the contents of my wife’s home office and asked why they failed to accurately classify them as PBP&E. We had set aside her PBP&E in her home office all together — the only items in that room — and told JK Movers to itemize those as PBP&E. Because that office included her extensive medical library and papers along with other allowed professional items, we believe there were thousands of pounds of PBP&E that JK Movers failed to properly report.
During the packing and moving, my wife attempted to label her PBP&E items on the inventory sheet so they would be clear. The Moving Coordinator stopped her and told her it wouldn’t be necessary for her to do that since they would take care of it. I have attached the page of the inventory that she began marking that day.
In our phone call on Feb 12, 2016, JK Movers told me that those items would not have applied because of regulation set out by the Army that limit what can be claimed as PBP&E. However she did not state that she was citing regulations that were enacted in May 2014, the year after our move. At the time of our move in August, 2013, the items in her home office were all considered professional items eligible to be exempt from the weight limits. We do not know why JK Moving failed to properly report that at the time. However that JK Moving cited regulations not in effect at the time of our move and then mischaracterized the discussion in their response to the Revdex.com is only further evidence of their deceptive practices.
JK Moving correctly states that they were contracted with the Army and billed and were subsequently paid by the Army. However, JK Moving also is aware that any reported weight over the 18,000 lbs allotment (less PBP&E and packing materials) would be passed on to the Veteran and her family. As such they had no incentive to provide us with accurate information prior to our move. To the contrary they had a big incentive to deceive us with false assurances in order to convince us to do the entire move with them rather than to self-move some or all of our belongings. They would be paid by the Army regardless and as long as they filled out their required paperwork correctly they were covered. That they would deceive a decorated Veteran such as my wife at the completion of 13 years of honorable service in order to boost their revenue is particularly shameful.
JK moving also notes that I told them that I would share the outcome and my experience with them on social media. That is true and is my right under the First Amendment. They failed however to note that they threatened to silence me with costly frivolous litigation if I do so.
Regards,
[redacted]
Dear [redacted]. [redacted];
I have met with our General Manager, Mr. Michael P[redacted], to discuss your offer to settle the amount for the power washer, weed whacker, microwave, and refrigerator for $1600. Unfortunately, JK cannot allow beyond the $894 authorized for the power washer and weed whacker as we never had possession of the microwave or refrigerator.
We respect that our offer of $894 to settle this matter does not meet your approval and would like to provide you with arbitration information. JK participates in the American Moving & Storage Association Arbitration program as a method to have consumer disputes resolved by a neutral third party in the most cost effective and efficient way possible.
Regards,
Katie N[redacted]
Director
JK Moving Services | Customer Care and Government Services Division
D ###-###-#### F ###-###-#### M ###-###-####
44112 Mercure Circle, Sterling, VA 20166JKmoving.com
[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]
[redacted] –
First of all, thank you and the Revdex.com for
your attention to this matter and for prompting JK Moving’s attention to it, as
well. Your action on our behalf garnered the fastest
response time from this company in the 2 ½ months we’ve been trying to resolve
these issues.
Ordinarily, we’ve had to wait several days or even weeks for
them to contact or re-contact us…mostly, I believe, because they have not truly
wanted to resolve the issue or deal with us.
I. I am rejecting this response because:
A.
The company, in their response, has been blatantly
inaccurate about what did and did not occur. I will specifically respond to their return
comments further on in this message.
B. We have still not received, though have asked
for twice, a delineated, official account of the final amounts incurred for this
entire moving contract. JK Moving’s
response to our Revdex.com inquiry is the first I have seen any of the final figures.
C.
JK did indeed e-mail information to us on the
arbitration program provided by the American Moving and Storage Association.
However, there is an additional cost to
us – of $300 – the wronged customer – to use this program. There also
seems to be a conflict of interest in the fact that the program provided to us by JK MOVING – is one of their
choosing. Also, according to the information on the
American Moving and Storage Association’s website, arbitration is only to be used
for “items that were lost or damaged during a move, or additional charges billed
to you by your mover after your shipment was delivered.” Our complaints against this company are not
within that realm. d to its
members.
II. My specific responses
to their returned comments (italicized) are as follows.
“We
have had several discussions with **. [redacted], reviewed the pictures they provided
as well as the shipment documentation and concluded no service failures
occurred during their move. In those conversations **. [redacted] did not want to
discuss the charges as they were not the issue, he wanted to debate our service
performance.”
How JK can say that they
conclude no service failures occurred during their move is utterly ridiculous. How
they can also say that **. [redacted] did not want to discuss the charges “as they
were not the issue” is incomprehensibly ridiculous.
**. [redacted], as I, want to resolve
the issues for both service performance AND THE WRONGLY-INCURRED CHARGES.
Why would we put so much time, effort and
experience so much suffering over these issues just to debate service
performance without any compensation in return?
“…the non-binding estimate provided by our move consultant to
the actual final charges calculated, the final move charges came in below the
estimated charges. Therefore, as there are two components to be responded to in
this complaint, service issues and the move costs, we will address both.
Again, JK Moving’s response to
our Revdex.com inquiry is the first I have seen any of the final figures. I am glad to see they finally addressed these
issues and continue to look forward to receiving an official copy from them.
**.
and [redacted]. [redacted] complained our driver made statements at origin regarding
packing not being completed by our crews causing the loading to be delayed
while the driver and the [redacted] finished the packing.
When
we interviewed the packing crew, the driver, and loading crew advised
this was not the case.
OF COURSE the crew
would state this was not the case. Why would they be truthful if they were at
fault?
· · 08/25/14 – [redacted]. [redacted] contacted the consultant
and advised they would not be packing the shipment and needed JK to pack their
items. The consultant advised there would be additional charges to perform the
packing and [redacted]. [redacted] approved.
· 09/02 – 09/03/14 – Packing services
performed.
This is not
accurate at all. It was **. [redacted] who
contacted the sales consultant and told him we’d need help with packing the
REST OF our belongings. It was also **.
[redacted] who approved the additional need for packing the rest of our belongings.
The crew was taking
over from the packing that I had not been able to fully accomplish previously
on my own. The initial part of the move
had indeed, been a PACK BY OWNER project.
The reason the packing was going longer than average was the
home had not been organized prior to the crew’s arrival and the delay was due
to organizing what items needed to be packed versus what items were to be
discarded.
This is only partially
true – and the statement mainly pertained only to the master bathroom.
·
The home was organized
to a definite extent that much of the packing could proceed.
(Also, I am quite sure no home that no home a crew comes into is
perfectly aligned and ready for a packing.)
The crew was also late arriving to the site that morning.
Also, if the lack of sufficient
time to pack everything else was evident the first day, why were arrangements
not made by the company to recognize this and suggest EVEN more time be taken
to finish the job properly?
Instead, **. [redacted] and
the driver were left to finish the packing because of the inefficiency of the
crew throughout the day.
In fact, the driver
himself complained on loading day about the previous day’s packing crew’s
inefficiency.
The packers on that day were not the same as
the packers who showed up to finish the job on loading day either.
**. and [redacted]. [redacted] complained our company communication with
he and [redacted]. [redacted] was poor.
However,
we have documentation of the number of calls made to and voicemails left
for **. and [redacted]. [redacted] who most of the time did not answer they
(sic) telephones.
Why would we not
answer our phones to further communicate on an issue that was of the utmost
importance to us and was happening right then? ESPECIALLY when we had concerns
about the manner in which the move was taking place?
Throughout the course of this move there 19 documented
communication exchanges between 08/30/2014 and 09/08/2014, this does not
include the undocumented communications and attempts by our coordinator.
One time when our coordinator called [redacted]. [redacted]’ cell phone
to check on the loading she was hung up on.
How interesting that
the coordinator remembers the occasion as such. In fact, it was the FIRST TIME EVER THAT I
SPOKE to the assigned move coordinator, Kellie Y[redacted].
She had not verbally
communicated with me until the day of our unload and ONLY THEN after the
company president, **. K[redacted], told her to phone me. She admitted to me that it was he
who told her to call..
I remember the
occasion as the call being dropped due to losing connectivity…I remember it specifically because I was feeling
frustrated that it was the first time I spoke to her during the entire move and
that I was trying to deal with the crew that was unloading our belongings in a
wrongful manner. She did not take
the initiative to call back either.
The ONLY other time I
spoke to her was later that day, when I called her to confirm what else I
needed to do before the crew left.
=============
Indeed, this seems to
be the brunt of several of the communication problems that arose during this
move.
Before the move, the
company tried to communicate mostly through E-MAIL. As I remarked in my initial response to them,
a moving company should NOT assume that CUSTOMERS WILL HAVE INTERNET ACCESS
WHILE THEY’RE MOVING or IN TRANSIT. The
company needs to make sure they have verbal confirmation.
To respond to the
original claim; again, why would we not answer our phones to further
communicate on issues that were of the utmost importance to us and were happening
right then? ESPECIALLY when we had concerns about the manner in which the move
was taking place?
This is not logical at all…and to me,
underlines what I sense are more attempts for the company to cover its tracks.
My husband did speak to other people person in trying to get correct
information – on this and several other matters - resolved, but yet again, that
communication was not followed through on.
**. and [redacted]. [redacted] complained we failed to
deliver the shipment as committed, in a timely fashion, and failed to
communicate the delivery time appropriately.
From the time of estimate the scheduled delivery window was
09/05/14 – 09/11/14. Our coordinator contacted **. [redacted] on 09/05/14 to advise
him the driver would be delivering on 09/06/14 between 8:00 am – 10:00 am.
We were informed – BY OUR
DRIVER Rob V[redacted] (#[redacted]), NOT OUR MOVE COORDINATOR OR OTHER ADMINISTRATIVE PERSONNEL,
that our belongings were set to be delivered MUCH earlier than had been
anticipated.
I am still not clear why this happened; only know that it was due to
something not materializing with another load that was on the same truck as
ours.
A. First off, when I spoke to Rob
on the loading day, he assured me that it was better to work with him
directly, as the driver, to get an idea of when our belongings would be
unloaded. (When I first met with the salesman, Grant M[redacted], I was led
to believe it would take several days before our load would arrive.)
B. When I spoke to Rob on loading day,( Wed. Sept. 3rd,) I
told him we would not be leaving Alexandria until Friday afternoon and that we
anticipated being in our target location, our new home, in Monona, Wisconsin on
Saturday.
He
said fine, no problem, because the earliest he thought he could be there (in Wisconsin) would
be Sunday or Monday due to having to take
care of the other load. He told me we’d be the second load delivered….I believe he said the first
was to be in Chicago, then us, and then the final load was somewhere near his
home in Minnesota…(as he was looking forward to getting that done and heading
home – much of the reason, I believe that the entire job was rushed and
mishandled.)
This is why it was so
upsetting to learn, when we received a call from Rob Friday that he was
“crossing the Ohio/Indiana line,” and he would be delivering our load in
Wisconsin Saturday. Again, there was no
communication that there would be a change in schedule of any kind or that different
plans needed to be made.
**.
and [redacted]. [redacted] complained when the items were delivered the crew slammed
the items into the home, would not work with [redacted]. [redacted], and failed to
reassemble items they should have put back together.
**. and [redacted]. [redacted] had the items moved from an apartment in
Alexandria, VA to a small apartment in Monona, WI. All of their items would not
fit in the new residence, so they asked the driver if they could sort what
items they wanted in the home and what items they wanted delivered to the
mini-storage at destination.
Once the driver arrived and was able to park the truck,
As follows are the very
accurate details on how this was not done correctly and ensued in further
complications in delivering the load.
A. On the morning of
the unload, Rob made a point to tell me that he had to back his truck over
existing curbs and lawn – and pull out into traffic - in order to get his truck
positioned in the space needed for unloading.
He stated that “no
other driver” would do this,” showing me the skid marks from the tires to prove
his point, and that he could have been ticketed if he’d have been “caught.”
Rob said he had
surveyed the layout and logistics of the unload site previously and knew what
would be needed.
As to why he felt
compelled to tell me about the “trouble” he had getting into the space -- my
guess is he did this so that I would know what extra effort he put forth.
B. This arrangement was
also complicated a bit by him choosing to unload from the back of the truck,
although he later switched to a side unload, which was much more efficient as
it was closer to the door anyway.
C. That same morning of the unload, Rob had
informed me that, because his truck would take up the majority of parking
spaces on our side of the building, he’d back it into the spaces vertically,
then “drop” the load – meaning separating the trailer part from the cab – and
then drive the cab to another location nearby so that the customers of the
business on the bottom floor of our building (a hair salon, predominantly)
would not be inconvenienced.
However, Rob did not
drop the load as he said he would do. Instead, for the first part of the
unload, the whole rig occupied all the spaces on that side of the building. He
did not separate the load from the cab until sometime later and then only did
so after one of the salon employees complained her customers didn’t have
anywhere to park.
My comments here are just other examples of the driver taking shortcuts that, ostensibly, were
“well-intentioned” but ended up causing more grief than convenience and contributing
to the result that that the move was not facilitated in a
customer-pleasing/results-oriented manner.
The driver met with [redacted]. [redacted] who was present (**. [redacted] was
present when he arrived, but departed shortly afterward). She walked the driver
and crew through the residence telling them where they wanted things put.
I did not walk the
driver and the crew through the residence – only the driver. This also resulted
in many problems.
We have explained to **. [redacted] that while we appreciate their
living conditions may not be optimal (my husband and I do not appreciate such condescending remarks - how unprofessional!) ; the only items placed into their
residence were done so at [redacted]. [redacted] direction.
Also, THIS IS NOT TRUE AT ALL.
Before the unloading started, Rob and I went through out apartment (one
flight up,) as he had asked me where (in what rooms) I wanted the boxes and
furniture to be unloaded. I figured he’d
be working with the unload crew (three men) to insure those directions were
followed, but the places I designated were not adhered to very well at all.
As they unloaded the boxes, the crew, after a time, simply placed the
boxes seemingly wherever they saw an open space…so we ended up with kitchen
items in the master bedroom, office items in the kitchen, etc. as well as
storage items that should not have been brought into the unit.
I was trying to keep the men who were unloading the items from carrying
them into the house in the first place, so that they wouldn’t need to be placed
again in the pile of boxes that were going to storage.
During this time, I was on the
ground as the items were being unloaded; trying to match up the inventory items
and keep track of what was coming off the truck. I could not be upstairs to
direct things – it simply wasn’t possible for me to be in two places at once.
Also, I had trusted that the items would be placed where Rob and I
discussed.
We also found fragile boxes at the bottom of four-box stacks.
Our move consisted of loading items from the
condo (what JK calls “the apartment” in their correspondence,) itself and the
storage unit in the basement of the building.
Rob
told my husband and me both that any additional items from the house that we
wanted to go into storage could be sorted out at the delivery site as he’d drop
the load at our new home first, then do the second delivery (as specified and
designated previously in the contract) at the storage unit. Different colored move stickers were used for
this purpose.
Rob later – at the unloading site - told **.
K[redacted] on the phone (after I had handed it to him and as I was standing there
listening,) that the delay in unloading was due to “the [redacted]. deciding that some
items needed to go into storage” from the main load after they were taken into
the house.
This was only partially true. I was trying to
keep the men who were unloading the items from carrying them into the house in
the first place, so that they wouldn’t need to be placed again in the pile of
boxes that were going to storage.
One of the crew members, Randy [Scott], during
the unloading - when I was trying to keep the inventory straight - made the
comment of “I’ve never seen one of those inventories go right anyway…no one
uses them.” I believe Rob made comments agreeing to that, as well, saying
something like, “You can always file a claim.”
One of the other members of the crew stated
that they’d NEVER worked with an inventory and weren’t told they’d need to on this
job.
Items could not be assembled as there was not
any place to put them.
This was part of the original contract that
was not honored or adhered to, likely because of the mismanagement of where the
items were placed by the unloading crew.
(Our dining room table was the only large
piece of furniture put into storage and had not been slated to be re-assembled
and set up.)
The only furniture that was put back together
was the couch, a narrow end table and one shelving unit for the TV (which Randy
and Rob did move into place.) All the other shelving units, the master bed (a
Comfort Select-type,) and several sets of wire basket units were not
re-assembled. There may also be other items we’ve not yet unpacked.
I also remember that the crew/Rob had trouble
finding the “Parts Box” because of the mis-matched way the boxes were placed in
the apartment, so perhaps he/they didn’t want to finish the job because of the
initial effort it took to find these.
Also, I can many photos detailing the results the
misplaced boxes to document the resulting chaotic situation.
Rob did come inside toward the end of the
unloading and tried to make sense of the boxes that had been placed willy-nilly
in the empty second bedroom. Though I appreciated his intent for making more
efficient use of the space, the end result, as seen in the photos, is that many
of the boxes that were not set down in the right place initially were all then
STACKED TO THE CEILING, thereby making them even less accessible for sorting out
and in the end, having to still be moved again by my husband and me.
[redacted]. [redacted] was concerned the crew had
a limited time for the delivery.
It was explained to her that two of
the men would be there until Noon, but then the driver and another helper would
complete the move, which is what occurred.
Part of this
unloading/misplacement situation arose from two of the movers on the unload
crew, (George and William, who came up from Milwaukee and supposedly were hired for the full day,) telling
Rob that they could only stay for half a day – that they had another job they
needed to go to at noon.
I later heard Rob talking to the dispatcher
(when they were trying to resolve the situation,) that he would not be paying
them the agreed upon amount for the day because of that.
My guess is that that
was the reason why they were rushing and not caring as much about where they
placed the unloaded items.
Still, this scheduling
was not effectively done and was YET ANOTHER part of our move that had been
mishandled.
(I still tipped the
crew generously – and the two men in particular who left early, were very
appreciative with one of them saying, “You’ve made this whole job worth it.” I
did not know if that meant that what I paid them made up for not getting the
full amount or what…I just knew that despite them not placing the boxes and
items where they needed to go, they were working hard in the heat and had been
courteous to me personally.)
·
**. [redacted] maintains the driver and
crew would not listen to [redacted]. [redacted]. However, during the delivery **. K[redacted]
personally called and spoke with the driver to confirm they were following the
customer’s directions and delivering all items.
THIS
IS UNTRUE. I CALLED **. K[redacted] .
When
I heard about that mis-scheduling scenario -- around 9:30 (Central) that
morning -- I called **. K[redacted] – he did NOT CALL ME. I
simply did not want to encounter further miscommunication OR the kind of
runaround my husband went through to get some kind of resolution to the earlier
challenges we’d encountered with the company and I TOOK THE INITIATIVE TO CALL HIM.
Rob
told **. K[redacted] on my phone (after I had
handed it to him and as I was standing there listening,) that the delay in
unloading was due to “the [redacted]. deciding that some items needed to go into
storage” from the main load after they were taken into the house.
Our coordinator also tried calling
[redacted]. [redacted] to check on the move but could not get her to answer the phone so she
contacted **. [redacted] who said he would try to get a hold of her to contact JK.
[redacted]. [redacted] called the coordinator back and reported the delivery was going “as
good as it can, considering”. The coordinator
provided her name and contact information in case any issues arose. At
approximately 3 pm [redacted]. [redacted] contacted the coordinator asking about the
paperwork.
THIS IS ENTIRELY
UNTRUE.
As stated earlier, I did not speak to the
coordinator again until later that afternoon, WHEN I CALLED HER TO ASK WHAT ELSE NEEDED TO BE DONE TO FINISH THE
PAPERWORK. That is the only other time I spoke to her that day.
The matter was discussed with the
driver and [redacted]. [redacted] on how she was to check of (sic)
her inventory and sign all documents. The driver confirmed he had the
documents and would show her how to complete the paperwork. [redacted]. [redacted] signed
all delivery documents acknowledging all items had been delivered and services
performed.
No inventory was kept of items unloaded at
second site (storage unit,) as they were being taken off the truck, as Rob had
told me they would be. Rob and the sole
remaining crew member, Randy, simply unloaded the items at the storage
facility.
1.
After the items were unloaded and it came time to sign the
inventory paperwork, I asked Rob what
would happen if I didn’t sign it, as I had no way of knowing if all the items
were indeed received (because of not being able to take an accurate inventory
at the main unload site and because of him not taking an inventory at the
storage facility.)
His comment was that the company would “just
have to go with the signature on file.”
The comment was again made at that time that I could “always file a
claim.”
In our last telephone conversation on 11/03/14 with **. [redacted]
we told him we felt we had performed all services correctly. The move charges
were not discussed in this conversation as he had not wanted to discuss them.
I
find it exceedingly hard to believe that “The move charges were not discussed in this conversation as he had
not wanted to discuss them.”
As I stated in the
beginning of this response, **. [redacted], and I, want to resolve the issues for both service
performance AND THE WRONGLY-INCURRED CHARGES.
Why
would we put so much time, effort and experience so much stress over these
issues just to debate service performance without any compensation in return?
Again, I am rejecting JK’s response to my initial
complaint because:
A. The company, in their responses, has been blatantly
inaccurate about what did and did not occur.
We have still not received, though have asked
for at least twice, a delineated, official account of the final amounts
incurred for this entire moving contract. JK Moving’s response to this Revdex.com inquiry is
the first I have seen any of the final figures. We would still like compensation - and an apology - for the way we've been treated and the frustrations we've endured.
Thank you very much for your consideration to the points I
have made here.
I am sure JK will again claim that they have “no evidence to support our crews committed
any service failures or the move charges were incorrectly calculated.” However, my husband and I await
further response from the company before reporting their actions to its
trade associations for possible professional violations. We also look forward to seeing any intervention the Revdex.com can provide before we take those steps.
Again, thank you.
[redacted]
Dear [redacted];
sans-serif;">It is regretful [redacted] was not satisfied with our move services. Our team has tried its best to accommodate **. and [redacted]’s move needs. Unfortunately there were some complications during the move resulting in some of their ite** having to be returned to [redacted], Maryland. Here is a brief summary of events for file:
· 06/25/14 – JK crew arrived and packed the contents of **. and [redacted]’s home.
· 06/26/14 – JK crew arrived to wrap and load contents of **. and [redacted]’s home.
o The shipment was estimated to be 11,900 lbs., instead it was 14,460 lbs.
o All ite** would not fit on the truck, so another truck was assigned to pick up the ite** not loaded.
o [redacted] was present during the load.
o Freezer had not been unloaded and defrosted. Driver advised [redacted] he could not take the unit with the contents and not being defrosted. Not enough time to defrost on load day.
o All documents were signed confirming all ite** had been loaded for transport.
o Check on call was made by the Coordinator, she was told everything was going very well.
· 06/27/14 – Second JK crew arrived to pick up the ite** did not fit on first truck that were located in the sunroom. **. and [redacted] were not present, nor the new homeowners so the driver loaded the ite** located in the sunroom. The refrigerator was not located in the sunroom, nor to the driver’s knowledge had it been serviced for transport. The second driver loaded all ite** left and transported them to the [redacted]’s in South Carolina.
· 06/28/14 – Main portion of shipment was delivered to residence.
o The Coordinator contacted the [redacted]’s and was told everything was going well.
· 06/30/14 – Overflow shipment was delivered to the [redacted]s
o **. [redacted] reported to the Coordinator there was an error and items that should have stayed in MD had been moved to SC.
o The driver incorrectly re-loaded the items (a mower, weedeater, heater, and power-washer) **. [redacted] stated should not have been moved on the truck trying to accommodate the [redacted]s.
· 07/08/14 – [redacted] contacts the Coordinator to find out about status of getting a refrigerator moved to SC and status of items returned to MD.
· 07/15/14 – The Coordinator updated [redacted] regarding the status of items and provided her with a quote to move the refrigerator and the power washer back to SC. [redacted] declined paying for the transport of these items so no arrangements were made to move them.
· 07/29/14 - The items were then transported back to our Sterling, Virginia facility and turned over to our Dispatch Team.
· 07/30/14 – The Coordinator contacted [redacted] to get delivery contact information and was provided the realtor information and the names of the new homeowners. The Coordinator contacted the realtor who met with our Dispatcher to receive the items that needed to be returned – a mower and a heater were returned to MD. However, the [redacted]s now wanted the power-washer and weedeater taken back to SC.
· 07/31/14 – The mower and heater were turned over to the realtor who returned the items to the new homeowners. The other two items are at our [redacted] facility. The realtor told the Coordinator he would make arrangements to move these items to SC for the [redacted]s.
Again, we regret **. and [redacted] were not satisfied with their move services though at the time of the move signed all documents and told their Coordinator everything was being performed to their satisfaction. As you can see, many attempts were made to try to resolve this matter for the [redacted]s at no additional cost. Had the refrigerator been ready for transport on the day of load or when the second truck arrived we would have moved it to SC. Someone should have been present or clear identification of the ite** needing to be moved should have been made and they would have been collected and transported to SC. Instead, we moved items they did not want moved, and now have items we did move for them to SC – that they had us move back to MD to return – to then decide they now want them back in SC.
Our drivers, Coordinator, and Dispatcher have tried to accommodate [redacted]’s requests; however, transporting items to/from MD to SC is expensive. We have been transporting these items back and forth at considerable expense and no charge trying to accommodate [redacted]’s request. We offered to move refrigerator, power washer, and weed eater to SC for **. [redacted] for a highly discounted fee, but she has declined the offer and does not want to pay for the service. Therefore, we will make another attempt to contact the realtor so he can forward the items at our warehouse to her, then consider the matter closed.
Please advise if you need any further information from us. We appreciate the opportunity to respond to this complaint.
Regards,
Katie N[redacted]
Director
JK Moving Services | Customer Care
D ###-###-#### F ###-###-####
44112 Mercure Circle, Sterling, VA 20166JKmoving.com
JK's driver deemed it unsafe to both property and equipment to make this delivery. At the time, the customer did not dispute this. The delivery was made with the use of a shuttle and the customer paid for this. The need for a shuttle was explained to the customer at the time of delivery. The moving truck that this customer sees in her neighborhood may not have the same size/specifications of the truck used for her job. In any case, this service was delivered to Mrs. [redacted] on 7/23/15. JK cannot justify a refund of this customer's monies at this time.
From: [redacted] <[redacted]>Date: Tue, Mar 31, 2015 at 9:07 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]@myRevdex.com.orgGood morning,A...
manager from JK moving called me back and is resolving the issue.Thank you,[redacted]
11/06/2014
Dear [redacted];
JK regrets **. and [redacted] were not satisfied with their move experience. We have had several discussions with **. [redacted], reviewed the pictures they provided as well as the shipment documentation and concluded no service failures occurred during their...
move. In those conversations **. [redacted] did not want to discuss the charges as they were not the issue, he wanted to debate our service performance.
Also, in comparing the non-binding estimate provided by our move consultant to the actual final charges calculated, the final move charges came in below the estimated charges. Therefore, as there are two components to be responded to in this complaint, service issues and the move costs, we will address both.
Service Concerns:
**. and [redacted] complained our driver made statements at origin regarding packing not being completed by our crews causing the loading to be delayed while the driver and the [redacted] finished the packing.
When we interviewed the packing crew, the driver, and loading crew advised this was not the case. The reason the packing was going longer than average was the home had not been organized prior to the crew’s arrival and the delay was due to organizing what items needed to be packed versus what items were to be discarded. Once this had been determined the packing could be completed.
**. and [redacted] complained our company communication with he and [redacted] was poor.
However, we have documentation of the number of calls made to and voicemails left for **. and [redacted] who most of the time did not answer they telephones.
Throughout the course of this move there 19 documented communication exchanges between 08/30/2014 and 09/08/2014, this does not include the undocumented communications and attempts by our coordinator.
One time when our coordinator called [redacted]’ cell phone to check on the loading she was hung up on.
We followed up the telephone calls with emails to check on service as well as advise of service matters since our coordinator could not get them by phone. **. [redacted] responded by calling our office and screaming at the coordinator and Customer Care Manager, **. S[redacted], they did not have access to email as they were moving and we should have known that. When asked how we were to communicate with them if they did not answer their phone and did not have access to emails he responded stating that was not their problem.
**. and [redacted] complained we failed to deliver the shipment as committed, in a timely fashion, and failed to communicate the delivery time appropriately.
From the time of estimate the scheduled delivery window was 09/05/14 – 09/11/14. Our coordinator contacted **. [redacted] on 09/05/14 to advise him the driver would be delivering on 09/06/14 between 8:00 am – 10:00 am. **. [redacted] became irate and started screaming at our coordinator stating he was still in Virginia and could not receive the shipment. The coordinator escalated the matter to me, Director of Customer Care. I attempted to discuss the matter with **. [redacted] but he proceeded to scream at me for approximately 45 minutes that he could not receive the shipment if he was still in Virginia. He also relayed he was mad our driver had already contacted them letting them know he would be delivering prior to the coordinator. I responded that we were delivering the shipment within the time period they had requested and contracted for and it was their responsibility to be available to receive the shipment. The matter was escalated to Executive Management where **. [redacted] spoke directly with the company president, **. Charles K[redacted], where he again began screaming at **. K[redacted] for approximately another 30 minutes. Finally, it was resolved that JK would deliver his household goods on Monday, 09/08/14 and **. [redacted] would pay an additional $500.00 to cover the delayed delivery expenses.
**. and [redacted] complained when the items were delivered the crew slammed the items into the home, would not work with [redacted], and failed to reassemble items they should have put back together.
**. and [redacted] had the items moved from an apartment in Alexandria, VA to a small apartment in Monona, WI. All of their items would not fit in the new residence, so they asked the driver if they could sort what items they wanted in the home and what items they wanted delivered to the mini-storage at destination. Once the driver arrived and was able to park the truck, he met with [redacted] who was present (**. [redacted] was present when he arrived, but departed shortly afterward). She walked the driver and crew through the residence telling them where they wanted things put. As there was not much room to place items, [redacted] told the driver to place the items in the second bedroom as a “staging” room. The crew disassembled the bed in that room and moved it to the other bedroom so they could move items into the room. They began off-loading items at [redacted] direction, placing as many of the kitchen items in the kitchen as possible, and then stacking the balance where possible. In looking at the attached pictures supplied by the [redacted] you will see there was very limited space to place their items. The driver and crew tried to neatly stack and organize the items as best they could while leaving room for **. and [redacted] to live around. Items could not be assembled as there was not any place to put them. We have explained to **. [redacted] that while we appreciate their living conditions may not be optimal; the only items placed into their residence were done so at [redacted] direction. JK cannot be responsible for their new residence’s size and not having enough space to place everything where they wanted.
**. [redacted] maintains the driver and crew would not listen to [redacted]. However, during the delivery **. K[redacted] personally called and spoke with the driver to confirm they were following the customer’s directions and delivering all items. [redacted] was concerned the crew had a limited time for the delivery. It was explained to her that two of the men would be there until Noon, but then the driver and another helper would complete the move, which is what occurred. Our coordinator also tried calling [redacted] to check on the move but could not get her to answer the phone so she contacted **. [redacted] who said he would try to get a hold of her to contact JK. [redacted] called the coordinator back and reported the delivery was going “as good as it can, considering”. The coordinator provided her name and contact information in case any issues arose. At approximately 3 pm [redacted] contacted the coordinator asking about the paperwork. The matter was discussed with the driver and [redacted] on how she was to check of her inventory and sign all documents. The driver confirmed he had the documents and would show her how to complete the paperwork. [redacted] signed all delivery documents acknowledging all items had been delivered and services performed. We have explained several times to **. [redacted] that if the crew had not been following [redacted] directions he would not have received the correct items in his home but he is not willing to accept this reasoning.
Charges:
At **. and [redacted]’ request our Move Consultant provided a non-binding estimate to move their items from their Yoakum Parkway, VA address to Monona, WI. The estimated weight to be moved was 10,000 lbs.; no packing was to be performed by JK, the only additional charges would be for the delivery to a mini-storage and valuation. Total estimated move costs, $5,808.54.
08/21/14 – **. and [redacted] booked their move with JK and paid a $150.00 deposit for the move.
08/25/14 – [redacted] contacted the consultant and advised they would not be packing the shipment and needed JK to pack their items. The consultant advised there would be additional charges to perform the packing and [redacted] approved.
09/02 – 09/03/14 – Packing services performed.
09/03/14 – The shipment was loaded. Upon completion of loading the shipment was weighed with the final weight being 7,960 lbs. A total of 125 cartons were packed by our crews for a total cost calculated pursuant to our tariff of $2,132.07. The total transportation charges were $4,806.47, over $1,000.00 less than the estimated cost at time of quote. If **. and [redacted] had not elected to have JK pack their shipment their total move costs would have been $4,806.47; however, when the packing costs were added to the transportation costs the total C.O.D. move costs collected prior to delivery were $6,938.54.
In our last telephone conversation on 11/03/14 with **. [redacted] we told him we felt we had performed all services correctly. The move charges were not discussed in this conversation as he had not wanted to discuss them. We told **. [redacted] we regretted he was not satisfied with our performance and would forward him arbitration information if he felt the need to pursue the matter further. On 11/04/14 we emailed **. and [redacted] information on the arbitration program provided by the American Moving and Storage Association.
Therefore, as we have no documentation or evidence to support our crews committed any service failures or the move charges were incorrectly calculated, no further allowance will be made. However, we did commit that JK would participate in any arbitration proceeding if they elected to pursue that solution.
Sincerely,
Katie N[redacted],
Director, Customer Care.
[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 From: [redacted] < [redacted] @ [redacted] >Date: Thu, Mar 5, at 5:PMSubject: Re: [redacted] - [redacted] - Claim ReviewTo: Katie N [redacted] Cc: " [redacted] @myRevdex.com.org" < [redacted] @myRevdex.com.org>Dear MsN [redacted] ,I am amenable to your proposed final settlement amount of $It was never my expectation to receive a financial windfall as a result of this situation, and I believe we have reached a fair compromise under the circumstancesI appreciate your diligence in getting this matter resolved expeditiously, and I thank you for valuing my business as a customer of JK Moving for more than five years.Respectfully, [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Summary: The response from JK Moving contains numerous fabrications, fallacies and falsehoods, continuing the deceptive pattern that formed the basis of our complaintThey do however admit two key facts of our complaint: 1) that they were aware from the onset that we were worried about the weight of our move and that if we were going to be over weight we would move some or all of our belongs ourselves or with another provider; and 2) that they had belief prior to our move that we were going to be significantly over the Army’s weight allotment Details: JK Movers in their response accurately reflects and acknowledges that they knew our original intention was to move the contents of my workshop separately and had asked them for recommendations for someone else to move itThey are essentially admitting the key fact on which we base our complaint: That they knew as early as June 27, that if we thought we were going to be substantially over the Army's weight allowance that we planned to seek alternativesIt is our belief that because they knew we might self-move some or all of our belongings, they began deliberately deceiving us about the weight In their response, JK Moving is also admitting that as of July 24, they believed we would be substantially overweight We believe that knowing that, and knowing that we intended to seek alternatives, they deliberately did not inform us of the weight in order to be able to move all of our items Contrary to their claims, JK Movers never verbally gave my wife weight an estimate at any timeThey do not dispute that they never provided a written estimateHad we been notified of that estimate of approximately 12,lbs over the Army allowance, we would have opted to move some or all of our belongs separatelyAs acknowledged by JK Moving, they were aware that we intended to do so Additionally, even if they had given such an estimate of 29,(which they did not), they have not explained why the weight they claimed to the Army was approximately percent higher than the estimate Not only did JK Moving fail to provide any estimate to either my wife or myself, but on numerous conversations with the movers, they assured us that we would be not be over weight or would only be by a very small amount When JK Moving’s Move Coordinator came to my house to do the estimate on or about July 16, 2013, I discussed with him extensively our concerns and whether we should move some items separatelyWe carefully walked through every room in our house, including our garage with my woodworking toolsHe assured me that while we did have a lot of belongings, it seemed for a house of our sizeHe told me and that we would be fine and not to worry about itHe said that if we do go over it would only be a little and that would be offset by my wife’s PBP&E and my allowed lbs of pro gear Also, on the day of our move in August, 2013, I asked the movers if I could witness the weighing of the items as is my right according the ArmyI was given numerous assurances that it wouldn’t be necessary because our weight would be fine In my conversation with JK Moving on Feb 12, 2016, JK moving did not deny that either of those conversations took place, only saying that they did appear in JK Moving’s notes and that the individuals in the company involved with our move were no longer with the company Further, JK Moving misrepresents the conversation with my wife on July 31, In that conversation, the manager did tell my wife that they could handle the move, but JK Moving fails to say that what my wife had asked was given my woodworking equipment and other items, would they be able to handle the move without us incurring overages from the ArmyThe manager said that he couldn’t be a hundred percent sure until it was weighed, but said that with my wife’s professional gear allowance we would be fine, and if we were over it would only be by a little It was based on that conversation along with my conversation with the Move Coordinator, during both we were assured that our weight would be fine or minimally over, we decided to trust JK Moving with the entirety of our move rather than moving some or all of it ourselves or seeking other quotesWe did not know that those assurances were deceptive JK Moving’s response is riddled with errors, inaccuracies and other deceptive statementsFor instance, JK Moving cites moving "two garages full of industrial woodworking machinery." This is and deceptive for multiple reasonsFirst, our house only had, and still has, a single garageI have no idea what they could be referring to as a second garage since none existsSecond, I own no "industrial woodworking machinery." I own standard household/small shop grade woodworking equipment'Industrial machinery' implies equipment weighing several thousand pounds each requiring 3-phase and Volt electricity: i.ethings you find in a factoryWe own no such thingThe equipment I own is the kind you commonly find at a woodworking hobby store like [redacted] and some [redacted] JK Moving is exaggerating my equipment in order to paint an inaccurate picture Further my wife told JK Movers about my equipment during the initial phone call in June, However she did not say she was "100% sure we would be overweight." She said she was very concerned we would be over weight, which is why she wanted them to make a careful estimate and why I provided them with specifications of my shop equipmentTo enable them to do so, I provided them with photographs of all the woodworking machines along with weights via email on July 11, (attached.) This runs contrary to their assertion in their response that "On 07/24/2013, [redacted] called in to follow up on the survey resultsThe Move Coordinator informed the member the estimated weight was in excess of 29,lbs [redacted] accepted the estimated weight and explained they had industrial wood working equipment and would send in pictures of the equipment to the Move Coordinator.” The attached email shows that I had sent them those pictures two weeks prior, and before doing the walk through with the Move Coordinator Pointing to my woodworking equipment is a red herring -- a deliberate exaggeration on behalf of the moving company to try to cast eyes away from their deceptive practicesIn fact, as documented to the company more than a month prior to the move, the total of my woodworking equipment, including my workbench, amounted to approximately 4,lbs(I can provide all the manufacturer specifications if needed.) That is just slightly more than one tenth of what JK Movers claimed to the ArmyIt is also significantly less than the 18,lbs total the Army allows The mover multiple times tries to make this exaggeration in their responseFor instance JK Movers states: "This inventory and shipment weight included itemized garage industrial tool items and was signed by [redacted] ***.” First, according to the inventory, only items were labeled as coming from the garage according to the recordsIt is also deceptive to to say that all of these were “industrial tool items." A substantial number of those items were things such as individual boards which weigh just a couple pounds but as they do not fit in a box had to be inventoried separatelyAlso, I had disassembled many of my (not 120) woodworking machines, so an individual machine accounted for as many as - inventory itemsAdditionally, the movers also miscategorized items stored in our small outside storage shed (such as rakes and shovels, a regular lawnmower and roto-tiller, a couple camping tents, a snowboard and other such items) as garage items as well, labeling many of them as "tools"That they are now calling this “industrial tool items” is only evidence of their intent to deceive rather than clarify Regardless of the number of items, in the billing invoice JK Moving provided to the Army (which we only first saw two years after the move), JK Moving said the sum total of my professional equipment was 6,lbsGiven that my actual woodworking machinery weighed 4,lbsand my workshop did include other things like screwdrivers, chisels, handplanes, hand saws, a few hundred pounds of lumber, and that they included items from the shed in that number, I believe that number may very well be accurateI have attached that document as well In their response, JK Moving claims that the shipment was "overweight due to her husband’s industrial tools.” As they themselves claimed those items — including those they miscategorized — amounted to 6,lbs, yet they reported to the Army the move was approximately 28,overweight, their assertion quite literally doesn’t add up JK Moving also is being elusive and deceptive about their failure to properly report my wife’s Professional Books, Papers and Equipment (PBP&E) which would have been exempted from the weight limitsJK Moving in their response says " that military requirements only allow for the service member’s uniforms, duty manuals, and objects to be used in the performance of duty (not the industrial shop equipment he wanted listed).” First, at no time did we ask that my woodworking equipment be listed as my wife’s PBP&EThat is a fabricationDuring the conversation on Feb 12, 2016, I asked JK Moving about the contents of my wife’s home office and asked why they failed to accurately classify them as PBP&EWe had set aside her PBP&E in her home office all together — the only items in that room — and told JK Movers to itemize those as PBP&EBecause that office included her extensive medical library and papers along with other allowed professional items, we believe there were thousands of pounds of PBP&E that JK Movers failed to properly report During the packing and moving, my wife attempted to label her PBP&E items on the inventory sheet so they would be clearThe Moving Coordinator stopped her and told her it wouldn’t be necessary for her to do that since they would take care of itI have attached the page of the inventory that she began marking that day In our phone call on Feb 12, 2016, JK Movers told me that those items would not have applied because of regulation set out by the Army that limit what can be claimed as PBP&EHowever she did not state that she was citing regulations that were enacted in May 2014, the year after our moveAt the time of our move in August, 2013, the items in her home office were all considered professional items eligible to be exempt from the weight limitsWe do not know why JK Moving failed to properly report that at the timeHowever that JK Moving cited regulations not in effect at the time of our move and then mischaracterized the discussion in their response to the Revdex.com is only further evidence of their deceptive practices JK Moving correctly states that they were contracted with the Army and billed and were subsequently paid by the ArmyHowever, JK Moving also is aware that any reported weight over the 18,lbs allotment (less PBP&E and packing materials) would be passed on to the Veteran and her familyAs such they had no incentive to provide us with accurate information prior to our moveTo the contrary they had a big incentive to deceive us with assurances in order to convince us to do the entire move with them rather than to self-move some or all of our belongingsThey would be paid by the Army regardless and as long as they filled out their required paperwork correctly they were covered That they would deceive a decorated Veteran such as my wife at the completion of years of honorable service in order to boost their revenue is particularly shameful JK moving also notes that I told them that I would share the outcome and my experience with them on social mediaThat is true and is my right under the First AmendmentThey failed however to note that they threatened to silence me with costly frivolous litigation if I do so Regards, [redacted] ***
From: [redacted] < [redacted] >Date: Tue, Mar 31, at 9:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint # [redacted] .To: [redacted] @myRevdex.com.orgGood morning,A manager from JK moving called me back and is resolving the issue.Thank you, [redacted]
Tell us why here JK's driver deemed it unsafe to both property and equipment to make this delivery At the time, the customer did not dispute this The delivery was made with the use of a shuttle and the customer paid for this The need for a shuttle was explained to the customer at the time of delivery The moving truck that this customer sees in her neighborhood may not have the same size/specifications of the truck used for her job In any case, this service was delivered to Mrs [redacted] on 7/23/ JK cannot justify a refund of this customer's monies at this time
Dear [redacted] ; sans-serif;">It is regretful [redacted] was not satisfied with our move services Our team has tried its best to accommodate **and [redacted] ***’s move needsUnfortunately there were some complications during the move resulting in some of their ite [redacted] having to be returned to [redacted] , Maryland Here is a brief summary of events for file: · 06/25/– JK crew arrived and packed the contents of **and [redacted] ***’s home · 06/26/– JK crew arrived to wrap and load contents of **and [redacted] ***’s home o The shipment was estimated to be 11,lbs., instead it was 14,lbs o All ite [redacted] would not fit on the truck, so another truck was assigned to pick up the ite [redacted] not loaded o [redacted] was present during the load o Freezer had not been unloaded and defrostedDriver advised [redacted] he could not take the unit with the contents and not being defrostedNot enough time to defrost on load day o All documents were signed confirming all ite [redacted] had been loaded for transport o Check on call was made by the Coordinator, she was told everything was going very well · 06/27/– Second JK crew arrived to pick up the ite [redacted] did not fit on first truck that were located in the sunroom**and [redacted] were not present, nor the new homeowners so the driver loaded the ite [redacted] located in the sunroomThe refrigerator was not located in the sunroom, nor to the driver’s knowledge had it been serviced for transportThe second driver loaded all ite [redacted] left and transported them to the ***’s in South Carolina · 06/28/– Main portion of shipment was delivered to residence o The Coordinator contacted the ***’s and was told everything was going well · 06/30/– Overflow shipment was delivered to the ***s o ** [redacted] reported to the Coordinator there was an error and items that should have stayed in MD had been moved to SC o The driver incorrectly re-loaded the items (a mower, weedeater, heater, and power-washer) ** [redacted] stated should not have been moved on the truck trying to accommodate the ***s · 07/08/– [redacted] contacts the Coordinator to find out about status of getting a refrigerator moved to SC and status of items returned to MD · 07/15/– The Coordinator updated [redacted] regarding the status of items and provided her with a quote to move the refrigerator and the power washer back to SC [redacted] declined paying for the transport of these items so no arrangements were made to move them · 07/29/- The items were then transported back to our Sterling, Virginia facility and turned over to our Dispatch Team · 07/30/– The Coordinator contacted [redacted] to get delivery contact information and was provided the realtor information and the names of the new homeownersThe Coordinator contacted the realtor who met with our Dispatcher to receive the items that needed to be returned – a mower and a heater were returned to MDHowever, the ***s now wanted the power-washer and weedeater taken back to SC · 07/31/– The mower and heater were turned over to the realtor who returned the items to the new homeownersThe other two items are at our [redacted] facilityThe realtor told the Coordinator he would make arrangements to move these items to SC for the ***s Again, we regret **and [redacted] were not satisfied with their move services though at the time of the move signed all documents and told their Coordinator everything was being performed to their satisfactionAs you can see, many attempts were made to try to resolve this matter for the ***s at no additional cost Had the refrigerator been ready for transport on the day of load or when the second truck arrived we would have moved it to SCSomeone should have been present or clear identification of the ite [redacted] needing to be moved should have been made and they would have been collected and transported to SCInstead, we moved items they did not want moved, and now have items we did move for them to SC – that they had us move back to MD to return – to then decide they now want them back in SC Our drivers, Coordinator, and Dispatcher have tried to accommodate [redacted] ***’s requests; however, transporting items to/from MD to SC is expensiveWe have been transporting these items back and forth at considerable expense and no charge trying to accommodate [redacted] ***’s requestWe offered to move refrigerator, power washer, and weed eater to SC for ** [redacted] for a highly discounted fee, but she has declined the offer and does not want to pay for the serviceTherefore, we will make another attempt to contact the realtor so he can forward the items at our warehouse to her, then consider the matter closed Please advise if you need any further information from usWe appreciate the opportunity to respond to this complaint Regards, Katie N [redacted] Director JK Moving Services | Customer Care D ###-###-#### F ###-###-#### Mercure Circle, Sterling, VA 20166JKmoving.com
Dear ***; I have met with our General Manager, MrMichael P [redacted] , to discuss your offer to settle the amount for the power washer, weed whacker, microwave, and refrigerator for $Unfortunately, JK cannot allow beyond the $authorized for the power washer and weed whacker as we never had possession of the microwave or refrigerator We respect that our offer of $to settle this matter does not meet your approval and would like to provide you with arbitration informationJK participates in the American Moving & Storage Association Arbitration program as a method to have consumer disputes resolved by a neutral third party in the most cost effective and efficient way possible Regards, Katie N [redacted] Director JK Moving Services | Customer Care and Government Services Division D ###-###-#### F ###-###-#### M ###-###-#### Mercure Circle, Sterling, VA 20166JKmoving.com
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I am sorry to read that JK movers like to wash their hands clean of this situation. I was faced with the same attitude when I tried to negotiate with the coordinator
As stated by JK movers, our total household was underestimated by them. The estimate was for 11, lbs, but, the actual weight came to 14,lbs. WHO’S fault was that? Not mine
If , when asked by the coordinator during the day of packing, how is everything going, and I answered “ fine “, it’s, because at that point is was fine
When evening came around the JK Driver became very worried and upset, I realized then that things did not go so well. The underestimated small truck was filled 100% to capacity. The driver found a solution by calling JK movers ordering a second truck. The second truck, however, would not arrive until the next day on the 27th of June. The driver then went throughout the house making a list with the items that needed to be picked up and transferred the next day. My son ** and I had difficulty making clear that the refrigerator needed to be transferred. Several times the driver told us that he doesn’t have to move the refrigerator. ( YES, IT WAS EMPTY and FROST FREE ) He just did not want to bother.
Since we had to vacate the house on the 26th, I had no choice but to call the new owners who vacationed on *** ***. I asked for their permission for the second truck to come and get the rest of our belongings
We would leave the key to the house inside the outside patio heater. The patio heater and the electric lawn mower both had been given by us to the new owners and needed to stay with the house. UnfortunatelyI was not able to stay in *** since we had settlement on the next day, 27th of June, on the house in SC
Everything from here on went wrong. The heater and the lawn mower were delivered to us in SC with our garden furnitureYes, we sent the items back to MDThey ended up in your JK warehouse
For us there was no refrigerator, no microwave, no Christmas tree, no power washer, no electric trimmer, no tree cutter and more. Our real estate agent took it upon himself to get the heater and lawn mower delivered from the warehouse to the new owners in MD
The bottom line is:
JK Movers underestimated the size of truck that was needed by almost pounds. Not my fault
Lack of communication between first and second crew. Not my fault
Coordinators lack of interest in resolving the case sufficientlyA lack of caring
Not answering phone calls I made, totally ignoring them
They all just hoped to shove it under the table for it to go away
I never asked for special treatments during and after the move. I just want what belongs to us to be transferred from Mdto SCThat did not happen and I still expect this to be rectified
In the meantime: The owners on *** *** *** ** in *** gave me a time frame for the refrigerator to be moved out of their garage. The dead line was August 15th. After that date the refrigerator was donated to a charity
This is the truth,
*** ***
[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.
From: [redacted] <[redacted]@[redacted]>Date: Thu, Mar 5, 2015 at 5:57 PMSubject: Re: [redacted] - [redacted] - Claim ReviewTo: Katie N[redacted] <Katie.N[redacted]@jkmoving.com>Cc: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>Dear Ms. N[redacted],I am amenable to your proposed final settlement amount of $607.80. It was never my expectation to receive a financial windfall as a result of this situation, and I believe we have reached a fair compromise under the circumstances. I appreciate your diligence in getting this matter resolved expeditiously, and I thank you for valuing my business as a customer of JK Moving for more than five years.Respectfully,[redacted]
On Wednesday, July 22, 2015, at 5:10 pm, an email was sent to move coordinator, Kellie Y[redacted], by Dispatch Supervisor, Anthony L[redacted], asking her to...
advise the customer, Mrs. [redacted], that a shuttle would be needed for delivery the next day. Kelly called the customer at 6:21 pm and advised customer of the need for a shuttle. Customer paid for the shuttle, but indicated she was not happy.
Per the Interstate Tariff Rules, a shuttle is applied:
· when it is physically impossible for carrier to perform pickup of shipment at origin address or to complete delivery of shipment at destination address with normally assigned road haul equipment, due to the structure of the building, its inaccessibility by highway, inadequate or unsafe public or private road, overhead obstructions, narrow gates, sharp turns, trees, shrubbery, the deterioration of roadway due to rain, flood, snow, or nature of an article or articles included in the shipment, the carrier shall hold itself available at point of pickup or tender delivery at destination at the nearest point of approach to the desired location where the road haul equipment can be made safely accessible.
In this case, the driver attempted the delivery, but deemed it unsafe to proceed. Mrs. [redacted] was advised and understood. However, we received another communication from her on July 6, 2016, which contained a picture of a tractor trailer delivering a neighbor’s goods. She then demanded a refund of the shuttle monies she paid on her job a year ago.
Her concerns were escalated to our GM who advised her that when making the decision to use a shuttle, our drivers will do their best to avoid them. Not only do they have to go through the process of securing a shuttle truck, they also have the potential for additional claims by having to double-handle the customer’s items. This is not a desired outcome for any driver. Further, securing a shuttle costs them more time on the job and additional labor costs.
In this case, a shuttle was deemed necessary and used and the service was provided, so it is JK’s stance that this money is non-refundable.
Tell us why here...
Dear [redacted];
Roman', serif;">
Here is a timeline, our response, and summary of actions taken for your file.
· 09/21/2013 – JK Moving crew performed storage in services for [redacted]. Customer was satisfied with services.
· 01/04/2014 – JK Moving crew delivered her household goods items to her new residence located in [redacted], VA.
· 01/06/2014 - [redacted] reported to her Move Consultant and Coordinator that some wall damage had occurred while moving in the furniture.
o The Coordinator notified the JK Claims Team and sent the customer claim forms to complete.
· 01/08/2014 – JK Claims Team assigned the reported damages to [redacted] Restoration to respond and repair.
o [redacted] Restorations contacted [redacted] and scheduled an appointment for 01/20/2014 for the inspection and repairs.
· 01/20/2014 – [redacted] Restorations met with [redacted] and performed repairs to some walls and floors.
o [redacted] noted she had some furniture items that had not been re-assembled, which [redacted] Restorations reported back to the Claims Team.
o The Claims Team checked with the crew foreman. He advised that they had re-assembled all items they had dis-assembled.
o Even though [redacted] had elected not to purchase valuation for her move remain with limited all coverage to sixty cents/lb. per article and that the items that were not re-assembled were the items she had dis-assembled at origin; the Claims Team assigned [redacted] Restorations to respond back to [redacted]’s home to re-assemble her items.
o [redacted] declined having [redacted] Restoration perform the re-assembly and wanted to be paid instead. This was not authorized.
· 03/29/2014 – [redacted] disputed her move charges with her credit card company and all funds were deducted from JK.
· 04/08/2014 - JK Moving Services appealed the charge deduction
· 04/21/2014 – The credit appeal was approved and funds were returned to JK and the account is paid in full.
· 06/13/2014 – Prior to closing out the claim, it was reviewed again by management and decided to again allow for the re-assembly of items. On June 13, the Claims Manager, [redacted], emailed [redacted] advising her that as the account was now paid we would honor our original offer and have [redacted] Restorations come out and re-assemble her items if she still wanted them to.
o Assignment sent to [redacted] Restorations.
o No further communications received.
We regret that [redacted] was not satisfied with our service; however, we have tried to be fair and reasonable in accommodating [redacted]’s need to have her items re-assembled. JK was only responsible to re-assemble the furniture items we had dis-assembled when brining into storage; however, [redacted] is not happy we will not re-assemble items that were dis-assembled prior to being placed into JK’s care. We could have arranged for a service provider to re-assemble the items they had dis-assembled, but this is at an additional cost which [redacted] did not want to pay.
Therefore, in the interest of trying to be fair and reasonable we have authorized [redacted] Restorations to perform the re-assembly of her items and hopefully bring this matter to a close. Please advise if you need further information from our team. Thank you for your attention to this matter.
Regards,
[redacted]
Director
JK Moving Services | Customer Care and Government Services Division
D ###-###-#### F ###-###-#### M ###-###-####
44112 Mercure Circle, Sterling, VA 20166JKmoving.com
This was the worst moving experience we have ever had... Items were stuffed in boxes, others loosely packed in half filled boxes, a disaster.
Nicely dressed salesperson came to our home and once he had a check we could not get him onthe phone.
Upper level "manager" was inarticulate and rude when we tried to resolve the many issues including a questionable charge for insurance we repeatedly express we did not need at USAA members.
It was a disgrace. Please save yourself the hassle and disappointment. Go elsewhere for quality service. It is surely not here.
[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:
Summary: The response from JK Moving contains numerous fabrications, fallacies and falsehoods, continuing the deceptive pattern that formed the basis of our complaint. They do however admit two key facts of our complaint: 1) that they were aware from the onset that we were worried about the weight of our move and that if we were going to be over weight we would move some or all of our belongs ourselves or with another provider; and 2) that they had belief prior to our move that we were going to be significantly over the Army’s weight allotment.
Details:
JK Movers in their response accurately reflects and acknowledges that they knew our original intention was to move the contents of my workshop separately and had asked them for recommendations for someone else to move it. They are essentially admitting the key fact on which we base our complaint: That they knew as early as June 27, 2013 that if we thought we were going to be substantially over the Army's weight allowance that we planned to seek alternatives. It is our belief that because they knew we might self-move some or all of our belongings, they began deliberately deceiving us about the weight.
In their response, JK Moving is also admitting that as of July 24, 2013 they believed we would be substantially overweight. We believe that knowing that, and knowing that we intended to seek alternatives, they deliberately did not inform us of the weight in order to be able to move all of our items.
Contrary to their claims, JK Movers never verbally gave my wife weight an estimate at any time. They do not dispute that they never provided a written estimate. Had we been notified of that estimate of approximately 12,000 lbs over the Army allowance, we would have opted to move some or all of our belongs separately. As acknowledged by JK Moving, they were aware that we intended to do so.
Additionally, even if they had given such an estimate of 29,600 (which they did not), they have not explained why the weight they claimed to the Army was approximately 50 percent higher than the estimate.
Not only did JK Moving fail to provide any estimate to either my wife or myself, but on numerous conversations with the movers, they assured us that we would be not be over weight or would only be by a very small amount.
When JK Moving’s Move Coordinator came to my house to do the estimate on or about July 16, 2013, I discussed with him extensively our concerns and whether we should move some items separately. We carefully walked through every room in our house, including our garage with my woodworking tools. He assured me that while we did have a lot of belongings, it seemed normal for a house of our size. He told me and that we would be fine and not to worry about it. He said that if we do go over it would only be a little and that would be offset by my wife’s PBP&E and my allowed 500 lbs of pro gear.
Also, on the day of our move in August, 2013, I asked the movers if I could witness the weighing of the items as is my right according the Army. I was given numerous assurances that it wouldn’t be necessary because our weight would be fine.
In my conversation with JK Moving on Feb 12, 2016, JK moving did not deny that either of those conversations took place, only saying that they did appear in JK Moving’s notes and that the individuals in the company involved with our move were no longer with the company.
Further, JK Moving misrepresents the conversation with my wife on July 31, 2013. In that conversation, the manager did tell my wife that they could handle the move, but JK Moving fails to say that what my wife had asked was given my woodworking equipment and other items, would they be able to handle the move without us incurring overages from the Army. The manager said that he couldn’t be a hundred percent sure until it was weighed, but said that with my wife’s professional gear allowance we would be fine, and if we were over it would only be by a little.
It was based on that conversation along with my conversation with the Move Coordinator, during both we were assured that our weight would be fine or minimally over, we decided to trust JK Moving with the entirety of our move rather than moving some or all of it ourselves or seeking other quotes. We did not know that those assurances were deceptive.
JK Moving’s response is riddled with errors, inaccuracies and other deceptive statements. For instance, JK Moving cites moving "two garages full of industrial woodworking machinery." This is false and deceptive for multiple reasons. First, our house only had, and still has, a single garage. I have no idea what they could be referring to as a second garage since none exists. Second, I own no "industrial woodworking machinery." I own standard household/small shop grade woodworking equipment. 'Industrial machinery' implies equipment weighing several thousand pounds each requiring 3-phase and 440 Volt electricity: i.e. things you find in a factory. We own no such thing. The equipment I own is the kind you commonly find at a woodworking hobby store like [redacted] and some [redacted]. JK Moving is exaggerating my equipment in order to paint an inaccurate picture.
Further my wife told JK Movers about my equipment during the initial phone call in June, 2013. However she did not say she was "100% sure we would be overweight." She said she was very concerned we would be over weight, which is why she wanted them to make a careful estimate and why I provided them with specifications of my shop equipment. To enable them to do so, I provided them with photographs of all the woodworking machines along with weights via email on July 11, 2013 (attached.)
This runs contrary to their assertion in their response that "On 07/24/2013, [redacted] called in to follow up on the survey results. The Move Coordinator informed the member the estimated weight was in excess of 29,600 lbs. [redacted] accepted the estimated weight and explained they had industrial wood working equipment and would send in pictures of the equipment to the Move Coordinator.” The attached email shows that I had sent them those pictures two weeks prior, and before doing the walk through with the Move Coordinator.
Pointing to my woodworking equipment is a red herring -- a deliberate exaggeration on behalf of the moving company to try to cast eyes away from their deceptive practices. In fact, as documented to the company more than a month prior to the move, the total of my woodworking equipment, including my workbench, amounted to approximately 4,800 lbs. (I can provide all the manufacturer specifications if needed.) That is just slightly more than one tenth of what JK Movers claimed to the Army. It is also significantly less than the 18,000 lbs total the Army allows.
The mover multiple times tries to make this exaggeration in their response. For instance JK Movers states: "This inventory and shipment weight included 120 itemized garage industrial tool items and was signed by [redacted].” First, according to the inventory, only 85 items were labeled as coming from the garage according to the records. It is also deceptive to to say that all of these were “industrial tool items." A substantial number of those items were things such as individual boards which weigh just a couple pounds but as they do not fit in a box had to be inventoried separately. Also, I had disassembled many of my 12 (not 120) woodworking machines, so an individual machine accounted for as many as 6 - 10 inventory items. Additionally, the movers also miscategorized items stored in our small outside storage shed (such as rakes and shovels, a regular lawnmower and roto-tiller, a couple camping tents, a snowboard and other such items) as garage items as well, labeling many of them as "tools". That they are now calling this “120 industrial tool items” is only evidence of their intent to deceive rather than clarify.
Regardless of the number of items, in the billing invoice JK Moving provided to the Army (which we only first saw two years after the move), JK Moving said the sum total of my professional equipment was 6,500 lbs. Given that my actual woodworking machinery weighed 4,800 lbs. and my workshop did include other things like screwdrivers, chisels, handplanes, hand saws, a few hundred pounds of lumber, and that they included items from the shed in that number, I believe that number may very well be accurate. I have attached that document as well.
In their response, JK Moving claims that the shipment was "overweight due to her husband’s industrial tools.” As they themselves claimed those items — including those they miscategorized — amounted to 6,500 lbs, yet they reported to the Army the move was approximately 28,000 overweight, their assertion quite literally doesn’t add up.
JK Moving also is being elusive and deceptive about their failure to properly report my wife’s Professional Books, Papers and Equipment (PBP&E) which would have been exempted from the weight limits. JK Moving in their response says " that military requirements only allow for the service member’s uniforms, duty manuals, and objects to be used in the performance of duty (not the industrial shop equipment he wanted listed).”
First, at no time did we ask that my woodworking equipment be listed as my wife’s PBP&E. That is a fabrication. During the conversation on Feb 12, 2016, I asked JK Moving about the contents of my wife’s home office and asked why they failed to accurately classify them as PBP&E. We had set aside her PBP&E in her home office all together — the only items in that room — and told JK Movers to itemize those as PBP&E. Because that office included her extensive medical library and papers along with other allowed professional items, we believe there were thousands of pounds of PBP&E that JK Movers failed to properly report.
During the packing and moving, my wife attempted to label her PBP&E items on the inventory sheet so they would be clear. The Moving Coordinator stopped her and told her it wouldn’t be necessary for her to do that since they would take care of it. I have attached the page of the inventory that she began marking that day.
In our phone call on Feb 12, 2016, JK Movers told me that those items would not have applied because of regulation set out by the Army that limit what can be claimed as PBP&E. However she did not state that she was citing regulations that were enacted in May 2014, the year after our move. At the time of our move in August, 2013, the items in her home office were all considered professional items eligible to be exempt from the weight limits. We do not know why JK Moving failed to properly report that at the time. However that JK Moving cited regulations not in effect at the time of our move and then mischaracterized the discussion in their response to the Revdex.com is only further evidence of their deceptive practices.
JK Moving correctly states that they were contracted with the Army and billed and were subsequently paid by the Army. However, JK Moving also is aware that any reported weight over the 18,000 lbs allotment (less PBP&E and packing materials) would be passed on to the Veteran and her family. As such they had no incentive to provide us with accurate information prior to our move. To the contrary they had a big incentive to deceive us with false assurances in order to convince us to do the entire move with them rather than to self-move some or all of our belongings. They would be paid by the Army regardless and as long as they filled out their required paperwork correctly they were covered. That they would deceive a decorated Veteran such as my wife at the completion of 13 years of honorable service in order to boost their revenue is particularly shameful.
JK moving also notes that I told them that I would share the outcome and my experience with them on social media. That is true and is my right under the First Amendment. They failed however to note that they threatened to silence me with costly frivolous litigation if I do so.
Regards,
[redacted]
Dear [redacted]. [redacted];
I have met with our General Manager, Mr. Michael P[redacted], to discuss your offer to settle the amount for the power washer, weed whacker, microwave, and refrigerator for $1600. Unfortunately, JK cannot allow beyond the $894 authorized for the power washer and weed whacker as we never had possession of the microwave or refrigerator.
We respect that our offer of $894 to settle this matter does not meet your approval and would like to provide you with arbitration information. JK participates in the American Moving & Storage Association Arbitration program as a method to have consumer disputes resolved by a neutral third party in the most cost effective and efficient way possible.
Regards,
Katie N[redacted]
Director
JK Moving Services | Customer Care and Government Services Division
D ###-###-#### F ###-###-#### M ###-###-####
44112 Mercure Circle, Sterling, VA 20166JKmoving.com
[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]
[redacted] –
First of all, thank you and the Revdex.com for
your attention to this matter and for prompting JK Moving’s attention to it, as
well. Your action on our behalf garnered the fastest
response time from this company in the 2 ½ months we’ve been trying to resolve
these issues.
Ordinarily, we’ve had to wait several days or even weeks for
them to contact or re-contact us…mostly, I believe, because they have not truly
wanted to resolve the issue or deal with us.
I. I am rejecting this response because:
A.
The company, in their response, has been blatantly
inaccurate about what did and did not occur. I will specifically respond to their return
comments further on in this message.
B. We have still not received, though have asked
for twice, a delineated, official account of the final amounts incurred for this
entire moving contract. JK Moving’s
response to our Revdex.com inquiry is the first I have seen any of the final figures.
C.
JK did indeed e-mail information to us on the
arbitration program provided by the American Moving and Storage Association.
However, there is an additional cost to
us – of $300 – the wronged customer – to use this program. There also
seems to be a conflict of interest in the fact that the program provided to us by JK MOVING – is one of their
choosing. Also, according to the information on the
American Moving and Storage Association’s website, arbitration is only to be used
for “items that were lost or damaged during a move, or additional charges billed
to you by your mover after your shipment was delivered.” Our complaints against this company are not
within that realm. d to its
members.
II. My specific responses
to their returned comments (italicized) are as follows.
“We
have had several discussions with **. [redacted], reviewed the pictures they provided
as well as the shipment documentation and concluded no service failures
occurred during their move. In those conversations **. [redacted] did not want to
discuss the charges as they were not the issue, he wanted to debate our service
performance.”
How JK can say that they
conclude no service failures occurred during their move is utterly ridiculous. How
they can also say that **. [redacted] did not want to discuss the charges “as they
were not the issue” is incomprehensibly ridiculous.
**. [redacted], as I, want to resolve
the issues for both service performance AND THE WRONGLY-INCURRED CHARGES.
Why would we put so much time, effort and
experience so much suffering over these issues just to debate service
performance without any compensation in return?
“…the non-binding estimate provided by our move consultant to
the actual final charges calculated, the final move charges came in below the
estimated charges. Therefore, as there are two components to be responded to in
this complaint, service issues and the move costs, we will address both.
Again, JK Moving’s response to
our Revdex.com inquiry is the first I have seen any of the final figures. I am glad to see they finally addressed these
issues and continue to look forward to receiving an official copy from them.
**.
and [redacted]. [redacted] complained our driver made statements at origin regarding
packing not being completed by our crews causing the loading to be delayed
while the driver and the [redacted] finished the packing.
When
we interviewed the packing crew, the driver, and loading crew advised
this was not the case.
OF COURSE the crew
would state this was not the case. Why would they be truthful if they were at
fault?
· · 08/25/14 – [redacted]. [redacted] contacted the consultant
and advised they would not be packing the shipment and needed JK to pack their
items. The consultant advised there would be additional charges to perform the
packing and [redacted]. [redacted] approved.
· 09/02 – 09/03/14 – Packing services
performed.
This is not
accurate at all. It was **. [redacted] who
contacted the sales consultant and told him we’d need help with packing the
REST OF our belongings. It was also **.
[redacted] who approved the additional need for packing the rest of our belongings.
The crew was taking
over from the packing that I had not been able to fully accomplish previously
on my own. The initial part of the move
had indeed, been a PACK BY OWNER project.
The reason the packing was going longer than average was the
home had not been organized prior to the crew’s arrival and the delay was due
to organizing what items needed to be packed versus what items were to be
discarded.
This is only partially
true – and the statement mainly pertained only to the master bathroom.
·
The home was organized
to a definite extent that much of the packing could proceed.
(Also, I am quite sure no home that no home a crew comes into is
perfectly aligned and ready for a packing.)
The crew was also late arriving to the site that morning.
Also, if the lack of sufficient
time to pack everything else was evident the first day, why were arrangements
not made by the company to recognize this and suggest EVEN more time be taken
to finish the job properly?
Instead, **. [redacted] and
the driver were left to finish the packing because of the inefficiency of the
crew throughout the day.
In fact, the driver
himself complained on loading day about the previous day’s packing crew’s
inefficiency.
The packers on that day were not the same as
the packers who showed up to finish the job on loading day either.
**. and [redacted]. [redacted] complained our company communication with
he and [redacted]. [redacted] was poor.
However,
we have documentation of the number of calls made to and voicemails left
for **. and [redacted]. [redacted] who most of the time did not answer they
(sic) telephones.
Why would we not
answer our phones to further communicate on an issue that was of the utmost
importance to us and was happening right then? ESPECIALLY when we had concerns
about the manner in which the move was taking place?
Throughout the course of this move there 19 documented
communication exchanges between 08/30/2014 and 09/08/2014, this does not
include the undocumented communications and attempts by our coordinator.
One time when our coordinator called [redacted]. [redacted]’ cell phone
to check on the loading she was hung up on.
How interesting that
the coordinator remembers the occasion as such. In fact, it was the FIRST TIME EVER THAT I
SPOKE to the assigned move coordinator, Kellie Y[redacted].
She had not verbally
communicated with me until the day of our unload and ONLY THEN after the
company president, **. K[redacted], told her to phone me. She admitted to me that it was he
who told her to call..
I remember the
occasion as the call being dropped due to losing connectivity…I remember it specifically because I was feeling
frustrated that it was the first time I spoke to her during the entire move and
that I was trying to deal with the crew that was unloading our belongings in a
wrongful manner. She did not take
the initiative to call back either.
The ONLY other time I
spoke to her was later that day, when I called her to confirm what else I
needed to do before the crew left.
=============
Indeed, this seems to
be the brunt of several of the communication problems that arose during this
move.
Before the move, the
company tried to communicate mostly through E-MAIL. As I remarked in my initial response to them,
a moving company should NOT assume that CUSTOMERS WILL HAVE INTERNET ACCESS
WHILE THEY’RE MOVING or IN TRANSIT. The
company needs to make sure they have verbal confirmation.
To respond to the
original claim; again, why would we not answer our phones to further
communicate on issues that were of the utmost importance to us and were happening
right then? ESPECIALLY when we had concerns about the manner in which the move
was taking place?
This is not logical at all…and to me,
underlines what I sense are more attempts for the company to cover its tracks.
My husband did speak to other people person in trying to get correct
information – on this and several other matters - resolved, but yet again, that
communication was not followed through on.
**. and [redacted]. [redacted] complained we failed to
deliver the shipment as committed, in a timely fashion, and failed to
communicate the delivery time appropriately.
From the time of estimate the scheduled delivery window was
09/05/14 – 09/11/14. Our coordinator contacted **. [redacted] on 09/05/14 to advise
him the driver would be delivering on 09/06/14 between 8:00 am – 10:00 am.
We were informed – BY OUR
DRIVER Rob V[redacted] (#[redacted]), NOT OUR MOVE COORDINATOR OR OTHER ADMINISTRATIVE PERSONNEL,
that our belongings were set to be delivered MUCH earlier than had been
anticipated.
I am still not clear why this happened; only know that it was due to
something not materializing with another load that was on the same truck as
ours.
A. First off, when I spoke to Rob
on the loading day, he assured me that it was better to work with him
directly, as the driver, to get an idea of when our belongings would be
unloaded. (When I first met with the salesman, Grant M[redacted], I was led
to believe it would take several days before our load would arrive.)
B. When I spoke to Rob on loading day,( Wed. Sept. 3rd,) I
told him we would not be leaving Alexandria until Friday afternoon and that we
anticipated being in our target location, our new home, in Monona, Wisconsin on
Saturday.
He
said fine, no problem, because the earliest he thought he could be there (in Wisconsin) would
be Sunday or Monday due to having to take
care of the other load. He told me we’d be the second load delivered….I believe he said the first
was to be in Chicago, then us, and then the final load was somewhere near his
home in Minnesota…(as he was looking forward to getting that done and heading
home – much of the reason, I believe that the entire job was rushed and
mishandled.)
This is why it was so
upsetting to learn, when we received a call from Rob Friday that he was
“crossing the Ohio/Indiana line,” and he would be delivering our load in
Wisconsin Saturday. Again, there was no
communication that there would be a change in schedule of any kind or that different
plans needed to be made.
**.
and [redacted]. [redacted] complained when the items were delivered the crew slammed
the items into the home, would not work with [redacted]. [redacted], and failed to
reassemble items they should have put back together.
**. and [redacted]. [redacted] had the items moved from an apartment in
Alexandria, VA to a small apartment in Monona, WI. All of their items would not
fit in the new residence, so they asked the driver if they could sort what
items they wanted in the home and what items they wanted delivered to the
mini-storage at destination.
Once the driver arrived and was able to park the truck,
As follows are the very
accurate details on how this was not done correctly and ensued in further
complications in delivering the load.
A. On the morning of
the unload, Rob made a point to tell me that he had to back his truck over
existing curbs and lawn – and pull out into traffic - in order to get his truck
positioned in the space needed for unloading.
He stated that “no
other driver” would do this,” showing me the skid marks from the tires to prove
his point, and that he could have been ticketed if he’d have been “caught.”
Rob said he had
surveyed the layout and logistics of the unload site previously and knew what
would be needed.
As to why he felt
compelled to tell me about the “trouble” he had getting into the space -- my
guess is he did this so that I would know what extra effort he put forth.
B. This arrangement was
also complicated a bit by him choosing to unload from the back of the truck,
although he later switched to a side unload, which was much more efficient as
it was closer to the door anyway.
C. That same morning of the unload, Rob had
informed me that, because his truck would take up the majority of parking
spaces on our side of the building, he’d back it into the spaces vertically,
then “drop” the load – meaning separating the trailer part from the cab – and
then drive the cab to another location nearby so that the customers of the
business on the bottom floor of our building (a hair salon, predominantly)
would not be inconvenienced.
However, Rob did not
drop the load as he said he would do. Instead, for the first part of the
unload, the whole rig occupied all the spaces on that side of the building. He
did not separate the load from the cab until sometime later and then only did
so after one of the salon employees complained her customers didn’t have
anywhere to park.
My comments here are just other examples of the driver taking shortcuts that, ostensibly, were
“well-intentioned” but ended up causing more grief than convenience and contributing
to the result that that the move was not facilitated in a
customer-pleasing/results-oriented manner.
The driver met with [redacted]. [redacted] who was present (**. [redacted] was
present when he arrived, but departed shortly afterward). She walked the driver
and crew through the residence telling them where they wanted things put.
I did not walk the
driver and the crew through the residence – only the driver. This also resulted
in many problems.
We have explained to **. [redacted] that while we appreciate their
living conditions may not be optimal (my husband and I do not appreciate such condescending remarks - how unprofessional!) ; the only items placed into their
residence were done so at [redacted]. [redacted] direction.
Also, THIS IS NOT TRUE AT ALL.
Before the unloading started, Rob and I went through out apartment (one
flight up,) as he had asked me where (in what rooms) I wanted the boxes and
furniture to be unloaded. I figured he’d
be working with the unload crew (three men) to insure those directions were
followed, but the places I designated were not adhered to very well at all.
As they unloaded the boxes, the crew, after a time, simply placed the
boxes seemingly wherever they saw an open space…so we ended up with kitchen
items in the master bedroom, office items in the kitchen, etc. as well as
storage items that should not have been brought into the unit.
I was trying to keep the men who were unloading the items from carrying
them into the house in the first place, so that they wouldn’t need to be placed
again in the pile of boxes that were going to storage.
During this time, I was on the
ground as the items were being unloaded; trying to match up the inventory items
and keep track of what was coming off the truck. I could not be upstairs to
direct things – it simply wasn’t possible for me to be in two places at once.
Also, I had trusted that the items would be placed where Rob and I
discussed.
We also found fragile boxes at the bottom of four-box stacks.
Our move consisted of loading items from the
condo (what JK calls “the apartment” in their correspondence,) itself and the
storage unit in the basement of the building.
Rob
told my husband and me both that any additional items from the house that we
wanted to go into storage could be sorted out at the delivery site as he’d drop
the load at our new home first, then do the second delivery (as specified and
designated previously in the contract) at the storage unit. Different colored move stickers were used for
this purpose.
Rob later – at the unloading site - told **.
K[redacted] on the phone (after I had handed it to him and as I was standing there
listening,) that the delay in unloading was due to “the [redacted]. deciding that some
items needed to go into storage” from the main load after they were taken into
the house.
This was only partially true. I was trying to
keep the men who were unloading the items from carrying them into the house in
the first place, so that they wouldn’t need to be placed again in the pile of
boxes that were going to storage.
One of the crew members, Randy [Scott], during
the unloading - when I was trying to keep the inventory straight - made the
comment of “I’ve never seen one of those inventories go right anyway…no one
uses them.” I believe Rob made comments agreeing to that, as well, saying
something like, “You can always file a claim.”
One of the other members of the crew stated
that they’d NEVER worked with an inventory and weren’t told they’d need to on this
job.
Items could not be assembled as there was not
any place to put them.
This was part of the original contract that
was not honored or adhered to, likely because of the mismanagement of where the
items were placed by the unloading crew.
(Our dining room table was the only large
piece of furniture put into storage and had not been slated to be re-assembled
and set up.)
The only furniture that was put back together
was the couch, a narrow end table and one shelving unit for the TV (which Randy
and Rob did move into place.) All the other shelving units, the master bed (a
Comfort Select-type,) and several sets of wire basket units were not
re-assembled. There may also be other items we’ve not yet unpacked.
I also remember that the crew/Rob had trouble
finding the “Parts Box” because of the mis-matched way the boxes were placed in
the apartment, so perhaps he/they didn’t want to finish the job because of the
initial effort it took to find these.
Also, I can many photos detailing the results the
misplaced boxes to document the resulting chaotic situation.
Rob did come inside toward the end of the
unloading and tried to make sense of the boxes that had been placed willy-nilly
in the empty second bedroom. Though I appreciated his intent for making more
efficient use of the space, the end result, as seen in the photos, is that many
of the boxes that were not set down in the right place initially were all then
STACKED TO THE CEILING, thereby making them even less accessible for sorting out
and in the end, having to still be moved again by my husband and me.
[redacted]. [redacted] was concerned the crew had
a limited time for the delivery.
It was explained to her that two of
the men would be there until Noon, but then the driver and another helper would
complete the move, which is what occurred.
Part of this
unloading/misplacement situation arose from two of the movers on the unload
crew, (George and William, who came up from Milwaukee and supposedly were hired for the full day,) telling
Rob that they could only stay for half a day – that they had another job they
needed to go to at noon.
I later heard Rob talking to the dispatcher
(when they were trying to resolve the situation,) that he would not be paying
them the agreed upon amount for the day because of that.
My guess is that that
was the reason why they were rushing and not caring as much about where they
placed the unloaded items.
Still, this scheduling
was not effectively done and was YET ANOTHER part of our move that had been
mishandled.
(I still tipped the
crew generously – and the two men in particular who left early, were very
appreciative with one of them saying, “You’ve made this whole job worth it.” I
did not know if that meant that what I paid them made up for not getting the
full amount or what…I just knew that despite them not placing the boxes and
items where they needed to go, they were working hard in the heat and had been
courteous to me personally.)
·
**. [redacted] maintains the driver and
crew would not listen to [redacted]. [redacted]. However, during the delivery **. K[redacted]
personally called and spoke with the driver to confirm they were following the
customer’s directions and delivering all items.
THIS
IS UNTRUE. I CALLED **. K[redacted] .
When
I heard about that mis-scheduling scenario -- around 9:30 (Central) that
morning -- I called **. K[redacted] – he did NOT CALL ME. I
simply did not want to encounter further miscommunication OR the kind of
runaround my husband went through to get some kind of resolution to the earlier
challenges we’d encountered with the company and I TOOK THE INITIATIVE TO CALL HIM.
Rob
told **. K[redacted] on my phone (after I had
handed it to him and as I was standing there listening,) that the delay in
unloading was due to “the [redacted]. deciding that some items needed to go into
storage” from the main load after they were taken into the house.
Our coordinator also tried calling
[redacted]. [redacted] to check on the move but could not get her to answer the phone so she
contacted **. [redacted] who said he would try to get a hold of her to contact JK.
[redacted]. [redacted] called the coordinator back and reported the delivery was going “as
good as it can, considering”. The coordinator
provided her name and contact information in case any issues arose. At
approximately 3 pm [redacted]. [redacted] contacted the coordinator asking about the
paperwork.
THIS IS ENTIRELY
UNTRUE.
As stated earlier, I did not speak to the
coordinator again until later that afternoon, WHEN I CALLED HER TO ASK WHAT ELSE NEEDED TO BE DONE TO FINISH THE
PAPERWORK. That is the only other time I spoke to her that day.
The matter was discussed with the
driver and [redacted]. [redacted] on how she was to check of (sic)
her inventory and sign all documents. The driver confirmed he had the
documents and would show her how to complete the paperwork. [redacted]. [redacted] signed
all delivery documents acknowledging all items had been delivered and services
performed.
No inventory was kept of items unloaded at
second site (storage unit,) as they were being taken off the truck, as Rob had
told me they would be. Rob and the sole
remaining crew member, Randy, simply unloaded the items at the storage
facility.
1.
After the items were unloaded and it came time to sign the
inventory paperwork, I asked Rob what
would happen if I didn’t sign it, as I had no way of knowing if all the items
were indeed received (because of not being able to take an accurate inventory
at the main unload site and because of him not taking an inventory at the
storage facility.)
His comment was that the company would “just
have to go with the signature on file.”
The comment was again made at that time that I could “always file a
claim.”
In our last telephone conversation on 11/03/14 with **. [redacted]
we told him we felt we had performed all services correctly. The move charges
were not discussed in this conversation as he had not wanted to discuss them.
I
find it exceedingly hard to believe that “The move charges were not discussed in this conversation as he had
not wanted to discuss them.”
As I stated in the
beginning of this response, **. [redacted], and I, want to resolve the issues for both service
performance AND THE WRONGLY-INCURRED CHARGES.
Why
would we put so much time, effort and experience so much stress over these
issues just to debate service performance without any compensation in return?
Again, I am rejecting JK’s response to my initial
complaint because:
A. The company, in their responses, has been blatantly
inaccurate about what did and did not occur.
We have still not received, though have asked
for at least twice, a delineated, official account of the final amounts
incurred for this entire moving contract. JK Moving’s response to this Revdex.com inquiry is
the first I have seen any of the final figures. We would still like compensation - and an apology - for the way we've been treated and the frustrations we've endured.
Thank you very much for your consideration to the points I
have made here.
I am sure JK will again claim that they have “no evidence to support our crews committed
any service failures or the move charges were incorrectly calculated.” However, my husband and I await
further response from the company before reporting their actions to its
trade associations for possible professional violations. We also look forward to seeing any intervention the Revdex.com can provide before we take those steps.
Again, thank you.
[redacted]
Dear [redacted];
sans-serif;">It is regretful [redacted] was not satisfied with our move services. Our team has tried its best to accommodate **. and [redacted]’s move needs. Unfortunately there were some complications during the move resulting in some of their ite** having to be returned to [redacted], Maryland. Here is a brief summary of events for file:
· 06/25/14 – JK crew arrived and packed the contents of **. and [redacted]’s home.
· 06/26/14 – JK crew arrived to wrap and load contents of **. and [redacted]’s home.
o The shipment was estimated to be 11,900 lbs., instead it was 14,460 lbs.
o All ite** would not fit on the truck, so another truck was assigned to pick up the ite** not loaded.
o [redacted] was present during the load.
o Freezer had not been unloaded and defrosted. Driver advised [redacted] he could not take the unit with the contents and not being defrosted. Not enough time to defrost on load day.
o All documents were signed confirming all ite** had been loaded for transport.
o Check on call was made by the Coordinator, she was told everything was going very well.
· 06/27/14 – Second JK crew arrived to pick up the ite** did not fit on first truck that were located in the sunroom. **. and [redacted] were not present, nor the new homeowners so the driver loaded the ite** located in the sunroom. The refrigerator was not located in the sunroom, nor to the driver’s knowledge had it been serviced for transport. The second driver loaded all ite** left and transported them to the [redacted]’s in South Carolina.
· 06/28/14 – Main portion of shipment was delivered to residence.
o The Coordinator contacted the [redacted]’s and was told everything was going well.
· 06/30/14 – Overflow shipment was delivered to the [redacted]s
o **. [redacted] reported to the Coordinator there was an error and items that should have stayed in MD had been moved to SC.
o The driver incorrectly re-loaded the items (a mower, weedeater, heater, and power-washer) **. [redacted] stated should not have been moved on the truck trying to accommodate the [redacted]s.
· 07/08/14 – [redacted] contacts the Coordinator to find out about status of getting a refrigerator moved to SC and status of items returned to MD.
· 07/15/14 – The Coordinator updated [redacted] regarding the status of items and provided her with a quote to move the refrigerator and the power washer back to SC. [redacted] declined paying for the transport of these items so no arrangements were made to move them.
· 07/29/14 - The items were then transported back to our Sterling, Virginia facility and turned over to our Dispatch Team.
· 07/30/14 – The Coordinator contacted [redacted] to get delivery contact information and was provided the realtor information and the names of the new homeowners. The Coordinator contacted the realtor who met with our Dispatcher to receive the items that needed to be returned – a mower and a heater were returned to MD. However, the [redacted]s now wanted the power-washer and weedeater taken back to SC.
· 07/31/14 – The mower and heater were turned over to the realtor who returned the items to the new homeowners. The other two items are at our [redacted] facility. The realtor told the Coordinator he would make arrangements to move these items to SC for the [redacted]s.
Again, we regret **. and [redacted] were not satisfied with their move services though at the time of the move signed all documents and told their Coordinator everything was being performed to their satisfaction. As you can see, many attempts were made to try to resolve this matter for the [redacted]s at no additional cost. Had the refrigerator been ready for transport on the day of load or when the second truck arrived we would have moved it to SC. Someone should have been present or clear identification of the ite** needing to be moved should have been made and they would have been collected and transported to SC. Instead, we moved items they did not want moved, and now have items we did move for them to SC – that they had us move back to MD to return – to then decide they now want them back in SC.
Our drivers, Coordinator, and Dispatcher have tried to accommodate [redacted]’s requests; however, transporting items to/from MD to SC is expensive. We have been transporting these items back and forth at considerable expense and no charge trying to accommodate [redacted]’s request. We offered to move refrigerator, power washer, and weed eater to SC for **. [redacted] for a highly discounted fee, but she has declined the offer and does not want to pay for the service. Therefore, we will make another attempt to contact the realtor so he can forward the items at our warehouse to her, then consider the matter closed.
Please advise if you need any further information from us. We appreciate the opportunity to respond to this complaint.
Regards,
Katie N[redacted]
Director
JK Moving Services | Customer Care
D ###-###-#### F ###-###-####
44112 Mercure Circle, Sterling, VA 20166JKmoving.com
Tell us why here...
JK's driver deemed it unsafe to both property and equipment to make this delivery. At the time, the customer did not dispute this. The delivery was made with the use of a shuttle and the customer paid for this. The need for a shuttle was explained to the customer at the time of delivery. The moving truck that this customer sees in her neighborhood may not have the same size/specifications of the truck used for her job. In any case, this service was delivered to Mrs. [redacted] on 7/23/15. JK cannot justify a refund of this customer's monies at this time.
From: [redacted] <[redacted]>Date: Tue, Mar 31, 2015 at 9:07 AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]@myRevdex.com.orgGood morning,A...
manager from JK moving called me back and is resolving the issue.Thank you,[redacted]
11/06/2014
Dear [redacted];
JK regrets **. and [redacted] were not satisfied with their move experience. We have had several discussions with **. [redacted], reviewed the pictures they provided as well as the shipment documentation and concluded no service failures occurred during their...
move. In those conversations **. [redacted] did not want to discuss the charges as they were not the issue, he wanted to debate our service performance.
Also, in comparing the non-binding estimate provided by our move consultant to the actual final charges calculated, the final move charges came in below the estimated charges. Therefore, as there are two components to be responded to in this complaint, service issues and the move costs, we will address both.
Service Concerns:
**. and [redacted] complained our driver made statements at origin regarding packing not being completed by our crews causing the loading to be delayed while the driver and the [redacted] finished the packing.
When we interviewed the packing crew, the driver, and loading crew advised this was not the case. The reason the packing was going longer than average was the home had not been organized prior to the crew’s arrival and the delay was due to organizing what items needed to be packed versus what items were to be discarded. Once this had been determined the packing could be completed.
**. and [redacted] complained our company communication with he and [redacted] was poor.
However, we have documentation of the number of calls made to and voicemails left for **. and [redacted] who most of the time did not answer they telephones.
Throughout the course of this move there 19 documented communication exchanges between 08/30/2014 and 09/08/2014, this does not include the undocumented communications and attempts by our coordinator.
One time when our coordinator called [redacted]’ cell phone to check on the loading she was hung up on.
We followed up the telephone calls with emails to check on service as well as advise of service matters since our coordinator could not get them by phone. **. [redacted] responded by calling our office and screaming at the coordinator and Customer Care Manager, **. S[redacted], they did not have access to email as they were moving and we should have known that. When asked how we were to communicate with them if they did not answer their phone and did not have access to emails he responded stating that was not their problem.
**. and [redacted] complained we failed to deliver the shipment as committed, in a timely fashion, and failed to communicate the delivery time appropriately.
From the time of estimate the scheduled delivery window was 09/05/14 – 09/11/14. Our coordinator contacted **. [redacted] on 09/05/14 to advise him the driver would be delivering on 09/06/14 between 8:00 am – 10:00 am. **. [redacted] became irate and started screaming at our coordinator stating he was still in Virginia and could not receive the shipment. The coordinator escalated the matter to me, Director of Customer Care. I attempted to discuss the matter with **. [redacted] but he proceeded to scream at me for approximately 45 minutes that he could not receive the shipment if he was still in Virginia. He also relayed he was mad our driver had already contacted them letting them know he would be delivering prior to the coordinator. I responded that we were delivering the shipment within the time period they had requested and contracted for and it was their responsibility to be available to receive the shipment. The matter was escalated to Executive Management where **. [redacted] spoke directly with the company president, **. Charles K[redacted], where he again began screaming at **. K[redacted] for approximately another 30 minutes. Finally, it was resolved that JK would deliver his household goods on Monday, 09/08/14 and **. [redacted] would pay an additional $500.00 to cover the delayed delivery expenses.
**. and [redacted] complained when the items were delivered the crew slammed the items into the home, would not work with [redacted], and failed to reassemble items they should have put back together.
**. and [redacted] had the items moved from an apartment in Alexandria, VA to a small apartment in Monona, WI. All of their items would not fit in the new residence, so they asked the driver if they could sort what items they wanted in the home and what items they wanted delivered to the mini-storage at destination. Once the driver arrived and was able to park the truck, he met with [redacted] who was present (**. [redacted] was present when he arrived, but departed shortly afterward). She walked the driver and crew through the residence telling them where they wanted things put. As there was not much room to place items, [redacted] told the driver to place the items in the second bedroom as a “staging” room. The crew disassembled the bed in that room and moved it to the other bedroom so they could move items into the room. They began off-loading items at [redacted] direction, placing as many of the kitchen items in the kitchen as possible, and then stacking the balance where possible. In looking at the attached pictures supplied by the [redacted] you will see there was very limited space to place their items. The driver and crew tried to neatly stack and organize the items as best they could while leaving room for **. and [redacted] to live around. Items could not be assembled as there was not any place to put them. We have explained to **. [redacted] that while we appreciate their living conditions may not be optimal; the only items placed into their residence were done so at [redacted] direction. JK cannot be responsible for their new residence’s size and not having enough space to place everything where they wanted.
**. [redacted] maintains the driver and crew would not listen to [redacted]. However, during the delivery **. K[redacted] personally called and spoke with the driver to confirm they were following the customer’s directions and delivering all items. [redacted] was concerned the crew had a limited time for the delivery. It was explained to her that two of the men would be there until Noon, but then the driver and another helper would complete the move, which is what occurred. Our coordinator also tried calling [redacted] to check on the move but could not get her to answer the phone so she contacted **. [redacted] who said he would try to get a hold of her to contact JK. [redacted] called the coordinator back and reported the delivery was going “as good as it can, considering”. The coordinator provided her name and contact information in case any issues arose. At approximately 3 pm [redacted] contacted the coordinator asking about the paperwork. The matter was discussed with the driver and [redacted] on how she was to check of her inventory and sign all documents. The driver confirmed he had the documents and would show her how to complete the paperwork. [redacted] signed all delivery documents acknowledging all items had been delivered and services performed. We have explained several times to **. [redacted] that if the crew had not been following [redacted] directions he would not have received the correct items in his home but he is not willing to accept this reasoning.
Charges:
At **. and [redacted]’ request our Move Consultant provided a non-binding estimate to move their items from their Yoakum Parkway, VA address to Monona, WI. The estimated weight to be moved was 10,000 lbs.; no packing was to be performed by JK, the only additional charges would be for the delivery to a mini-storage and valuation. Total estimated move costs, $5,808.54.
08/21/14 – **. and [redacted] booked their move with JK and paid a $150.00 deposit for the move.
08/25/14 – [redacted] contacted the consultant and advised they would not be packing the shipment and needed JK to pack their items. The consultant advised there would be additional charges to perform the packing and [redacted] approved.
09/02 – 09/03/14 – Packing services performed.
09/03/14 – The shipment was loaded. Upon completion of loading the shipment was weighed with the final weight being 7,960 lbs. A total of 125 cartons were packed by our crews for a total cost calculated pursuant to our tariff of $2,132.07. The total transportation charges were $4,806.47, over $1,000.00 less than the estimated cost at time of quote. If **. and [redacted] had not elected to have JK pack their shipment their total move costs would have been $4,806.47; however, when the packing costs were added to the transportation costs the total C.O.D. move costs collected prior to delivery were $6,938.54.
In our last telephone conversation on 11/03/14 with **. [redacted] we told him we felt we had performed all services correctly. The move charges were not discussed in this conversation as he had not wanted to discuss them. We told **. [redacted] we regretted he was not satisfied with our performance and would forward him arbitration information if he felt the need to pursue the matter further. On 11/04/14 we emailed **. and [redacted] information on the arbitration program provided by the American Moving and Storage Association.
Therefore, as we have no documentation or evidence to support our crews committed any service failures or the move charges were incorrectly calculated, no further allowance will be made. However, we did commit that JK would participate in any arbitration proceeding if they elected to pursue that solution.
Sincerely,
Katie N[redacted],
Director, Customer Care.