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Jones Moving & Storage Rating
Address: 11398 N Cave Creek Rd, Phoenix, Arizona, United States, 85020-1430
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I have used Jones Moving multiple times and have been very please with the service they have provided. My last move was to Ohio, Steve and his crew did an amazing job. Price was very Fair and he delivered in a timely matter.
Judith
Our staff appreciate all your business with our company.
Hope you enjoy your new state.
Candice and Steve
I hired this moving company after several issues with *** it was a last minute decision I wish I could take back. I was moving from Phoenix to Canada. The service they quoted me was not the service they provided. Once they unloaded my belongings off of the *** truck and had it in their possession the agreement changed. Their truck broke down which caused a delay in me getting my stuff once I questioned that to Candice the owner she was sure to voice her opinion. No customer service was provided and she did not hesitate to yell at me/ hang up the phone and let me know not once but twice she threatened to drop my stuff off at a storage facility. Who threatens to put your stuff in storage especially along the one way move.
I would never recommend this company to anyone. The address they provided in Michigan belonged to another company. We unloaded across the street in a building that was for sale. Steve made sure he received the cash for the delivery before removing all my items and counted it. They used a ramp from one truck to the other. I had to do all the heavy unloading. The agreement seemed to change several times too and they did not even provide help to unload in Canada. Lies like our employees don't have passports or they would lose their contract with *** if I rented from them. Please be aware once they have your items things change make sure you have it in writing something I will regret. I requested a receipt for the funds I paid them and that never happened. They told me I would have to wait until they got back to Phoenix to provide that for me. Steve replied we sent you an invoice earlier use that but I replied the invoice is not correct. Not to mention I had several things destroyed and my furniture was all scratched up. They blamed me of course but I know I packed and wrote on the boxes. I moved from Windsor to Phoenix ten years ago and had nothing like this happen to me. Please be aware all I wanted was a smooth move.
Please see the attached letter response and 3 photographs. We have additional photos and if you have any questions, please let me know.
June 26, 2018
Revdex.com
Re: Response to complaint made by Nadeline C re: Jones Moving
Dear Sir or Madam:
This letter is to address the complaint received by the Revdex.com, which was made by Nadeline C. Upon reviewing this complaint, it is unfortunate to read the inaccurate statement and lack of facts provided by Ms. C. The following will provide our statement of facts as they occurred.
Ms. C is an acquaintance of our family through my son's former hockey team. On Thursday, May 31, 2018, Ms. C called me and left a panicked voicemail message informing me that she was attempting to move her belongings from Phoenix to Windsor, Canada and that the Budget truck she rented had just broken down. I returned her call and left a message. Later that day, she return my call and said she was now in the process of renting a *** truck to which she and her and sons would transfer her belongings. In the conversation she asked how much our company would charge to move her goods in a 16 ft. truck to go to Canada. I informed Ms. C that our company is not licensed to go to Windsor Canada, but that we could transport her goods to our yard in Troy, Michigan, then transfer the load to a rental truck which she could rent in Michigan and then she could complete her move to Canada. I further informed her that our company can provide out of state pricing to transport her goods to Michigan. Having no additional information at the time, I told her that guessing off hand I would expect the cost would be in the range of $5,000.00.
The next day, on Friday June 1, 2018, about mid-morning Ms. C called me again and told me that the *** truck to which she had transferred her goods had broken down as well and she asked if we could pick up her belongings from the rental truck. I let her know that our crew was currently loading up a shipment, but that we could unload and load her items the next day June 2, 2018, I further told her after talking to my husband, Steve J, that he priced the job at $5,500.00, however feeling bad for her situation, Steve said that as a favor to her he would do the job for $4,500.00 cash or cashier check. She agreed to the price and I again informed her that we could not take the load to Canada, that we would need to off load in Michigan where she would need to obtain another truck which she could drive to Canada. Ms. C, agreed saying that this was fine, and expressed that she just needed to get this done. Further, out of sympathy I and Steve offered to meet her in Windsor for no additional charge to help her unload her belongings.
She told me that she would have the rental truck towed to our yard in Phoenix, but that she would not accompany the truck because she was leaving first thing the next morning. I assured her that we would meet the truck.
When the tow truck arrived at our yard, the driver drove the *** up and over the curb. Our neighbor saw him as well, came over and expressed that the tow guy did not know how to drive. Once at our yard we discovered that the *** was a 20 ft. truck rather than a 16ft. truck as Ms. C had indicated. This being the case our rate for the job should have been higher.
Upon opening the truck, we found that the items were shifted, were not wrapped well, that sheets covering the furniture were coming off, boxes and crates where crushed, furniture was scratched and there were many loose items. I immediately placed a call to Ms. C to inform her of the condition of her items and the pre-existing damage. I expressed to her that the damage was most likely caused by the loading and offloading of the goods two between trucks and quite possibly how the tow truck driver had driven and had not taken care to handle the towed truck with care. Ms. C told me that she was aware of the damaged items. Further, that she suspected that the transfer of goods between trucks and the tow truck driver’s lack of care contributed to the damage.
It is our company practice to takes pictures of pre-existing damage especially when a customer is not there to see for themselves. I have attached these photos for your reference.
We did provide Ms. C with an invoice as she requested. She had said that she would need an invoice to make a claim to ***. Based on the actual size of the load we provided her with an appropriate invoice. Ms. C told me she was fighting to get be reimbursed for the cost of her move and as well as expenses as her rental car and hotel bills for the trip.
After we had transferred Ms. C’s belongings to our truck and were heading to Michigan while communicating with Ms. C, she started telling me a different story. She implied that this was costing her a fortune. She stated that between the move and her divorce, that she really could not afford to pay our company for the cost of the move. Thereafter, her sister-in-law contacted me and demanded that our company pay for the truck Ms. C rented and refund her $200.00 as well. I stated that we already gave her a great deal considering we were led to believe that she had a 16 ft. truck when in reality she had a 20 ft. truck.
When we met Ms. C in Michigan, we did request payment for our services prior to the items being removed from our truck. When Steve was collecting payment from Ms. C, she literally threw the money at him. It is common practice with interstate movers to collect payment before unloading a person’s goods. Ms. C was rushing us to unload her goods on to her *** rental truck, due to the fact she was losing the assistance from her family and friends with the final move to Canada.
Further, at the time we unloaded in Michigan, we decided to do so across the street from where we park our trucks due to the fact that the antique store where we share the parking with at our location was open for business and there were many cars and customers in that area.
We believe that our company has provided Ms. C, with excellent service, pursuant to the facts stated hereinabove. Further, we provided her with our services for the amount as was stated and agreed upon, we assisted her as we represented that we would, and did not cause any damage to her belongings. At no time did we lie to Ms. C with regard to our inability to take a truck into Canada. The ongoing conversations with Ms. C led us to believe that she was intending to scam our company. Since the move was completed she has filed a complaint with the U.S. Department of Transportation as well as this complaint to your organization. We have been running a very reputable business for over 30 years, we worked hard to assist Ms. C in what she presented to be an unexpected stressful situation and we believe that due to her own financial situation she now is attempting to take advantage of our company to order to aid in her own financial gain. Our company has fulfilled our obligation to transport Ms. C’s goods in the condition in which they were received to the agreed upon destination in Michigan to which Ms. C agreed.
I appreciate your assistance in addressing this matter and if you need any further information, please do not hesitate to contact me at the number listed below.
Candice J
Jones Moving Company
623-221-3335
Candice Jones
Jones Moving
I am not shocked or surprise by the false statements provided by Jones Moving Company. I hired them to do a service and that service was not rendered. Not once did she mention damage to my belonging at the beginning. I paid them to provide me a service to unload my belonging, to another rental truck then to drive my belongings my home in Canada. That was our agreement. That is why she threatened me to have my stuff removed if I asked anything. When Valerie inquired about the delivery date she got mad and threatened her that my stuff in storage again. This stressed me out and I could not believe that she as a business owner would treat a customer or so called acquaintance that way. But still she had my belongings and I needed to remain calm because I was afraid of what they were going to do. As you can see the majority of my belongings were damaged. I moved 10 years ago and packed not one thing was damaged. As she unloaded and loaded they were not properly secured or covered. I only drove that *** about 20 miles. Not far enough to cause damage as she wants to put the blame on me. Money was never an issue because I was able to afford the move if I could not have paid cash then I would never have hired her to perform a service. I just did not want to be taken advantage of which Jones Moving Company did. Several of my personnel stuff was damage and I reached out to them but no response was given. I have several more pictures if needed. I still don't have an invoice. Steve did not provide that to me at the time of delivery. I find it very disturbing that a company can operate like that and still be in business. As a paying customer they should have made sure they provided me with the best a service that any customer should have received. All they did was add my belongings to their moving truck that was already on its way to Michigan. I rented a 20 foot and told her that.
We have been running a very reparable company for over 30yrs and for no reason would I need to miss lead Ms C about her move. We provided her with the service of moving her furniture from her rental truck in Arizona on to our semi truck heading our location in Michigan and transferring to a rental truck that she would rent and she would drive to Windsor, Canada. All of this was agreed upon in a text message on Friday June 1,2018 before she even had the tow company drop off her break down rental truck to our warehouse in Phoenix,AZ. She even stated "you have been a life saver I cant thank you enough" Like I stated in the last letter I told her about all the damages and she was very aware of it. We had take many pictures part of our procedures when the persons isn't there. See attachment for more pictures. Ms C did receive an invoice per her request and she has never contacted us about damages because she know her furniture was in bad shape per her conversation. As you can see in the pictures she didn't have proper equipment, pads or tie down for her rental trucks. We always secured our loads, Steve is very particular that why so many customers are satisfied with our company. Ms C stated she couldn't afford all these expense's with this move and that my she is trying to get money from our company. You can tell by Ms C statement that we where heading to Michigan anyways to she is trying to get a free move. What she doesn't realize is all the extra labor it took to pack the truck tighter to make her stuff fit. Plus we gave her a $1,000 discount because she Was a friend.
Our company and Steve did everything we said we would do for her and gave her great service and delivered her from to Michigan within 5days.
Candice J
I moved with this company six weeks ago. They quoted me a price range based on hours of service and they went well above that. Their quote, walkthrough, and confirmation phone call all stated they would use the semi truck because of the amount of furniture we had. The four movers, who were very kind, arrived with a smaller truck and the lead mover said that was the third time that week they were told that the customers were quoted the semi but told to arrive (by ***) with the smaller truck. I even have the lead mover’s cell phone number and he said he’d gladly confirm this is true. When we went to pay, the bill was $500 over the high end of the estimate. I asked the lead mover to speak to *** and asked for a discount because we lost over two hours by making three trips with the smaller truck. *** wouldn’t even address the truck situation and blamed my mother for taking time to dust the furniture as it came in the house. She repeatedly said the my mother dusted the entire house while the movers waited, and that she received multiple calls from the four movers complaining about this. The four men said they, in fact, never complained. My mother was not dusting the house as we had professional cleaners there beforehand. She simply was dusting the back of big, unmovable items like the piano and china cabinet. My mother and I concede that, if anything, the dusting possibly added an hour to the move, and we gladly will pay for that. One hour was worth $175.00. But we lost over two hours to the multiple trips, which is over $350.00 that we should not have been charged for. I tried asking *** nicely but she kept rudely blaming my mother and wouldn’t even address the fact that she sent them in the wrong truck. I lost my temper when she insulted my mother for dusting and blamed her, and began yelling to her over the phone that I would contact the Revdex.com. I have called over six times to try and speak with the owner but she always says he is away.
see attachment for respond for full response.
Heres a Quick summary
first of all Mr *** was set for a prior Moving date and was very unsure about where he was moving to. He wanted May 3,2018 we were book, I stated we could move him on 4th with smaller Truck,he said that fine his not moving everything.
Moving Day: the crew did a walk through Mr *** and his mother were arguing about what was going and staying making to very hard for the packer *** to do his job and make everything fit. *** also called me and also *** the other owner to let us know the customer wasn’t ready to move and they hard to move items of the furniture just to move the pieces on the truck and the mother was dustying every wood piece before it could go on the Truck and there was a lot of people in there way making the processes go a lot slower. We both told *** to let the customer know this will going over the quote because of the circumstances . *** got everything the customers wanted on the truck and than they wanted to add more furniture at the late minute when there Truck was full. Mr *** said we can just do another trip.
Our crew stated because of them is why the bill went over, not being ready , people in the way and unsure of what was going and not going.
Mr *** stated he was calling for *** Jones, well *** is our Out of state driver and doesn’t have anything to do with our office or customer service. I’m Co owner of Jones Moving and having taking care of this for over 30yrs. He needed to talk with me about any issues he had.
We believe after reviewing everything with *** that our crew worked very hard and did everything they wanted ten to do also was very patient with Mr *** and his mother , no credit is owed to him.
truly,
*** Jones
Hello. Thank you for helping me with this complaint. I’ve read the response from Jones Moving and am surprised how much of what *** said is factually untrue. The first thing I want to say is that we did indeed tip the individual movers because they did a great job. They were very kind to us and worked very hard all day. My complaint was never about them or their service but rather about *** herself. When *** gave me the final price, I asked to speak with *** to find out why the total was so much higher than the quote, when the guy who gave us the quote (***) included everything down to the very last plant. I was told over and again that we’d need the big truck for this job. When I called to schedule the final week, I called several times to try and get Saturday the 3rd of March. *** is the one that said we’d have to go with the 4th but made no mention of the smaller truck on any of those phone calls that week. So that is ***’s first lie. Next, when she was on speaker with me at the end, the four movers were present in my kitchen, along with my mother, and said that they didn’t complain at all that day and that what she was saying was untrue. *** specifically said that *** called them to check in and he mentioned the dusting of the furniture. So it’s the word of the four movers, my mother, and myself against ***’s. *** is the one who told my mother and me that morning that *** had sent the wrong truck three times that week. I believe this is her tactic for prolonging the move to charge us more. While I believe I am due a refund of at least $350 for the two hours lost to making the three trips, I honestly want to prevent *** from doing this unlawful practice to someone else in the future. This is why I contacted the Revdex.com in the first place. While it’s true the movers did a great job, her attitude and outright lies are a danger to others. When I asked her about the truck on speakerphone, she couldn’t defend herself and quite rudely, blamed my mother’s dusting. I conceded that we’d pay for an hour of dusting (it wasn’t even close to that), but should not have to pay for the multiple trip time. As for what she is saying about little things on the furniture, this is also untrue. Everything was packed and closed with the exception of one box, which *** gladly closed for us and charged us for the tape. I did call her and tell her we were taking care of a lot on our own, as we rented a Uhaul the day before and moved two large van loads of items that we didn’t want the movers to deal with. So, we also paid for a Uhaul in using Jones Moving Company, to make it easier for them. I don’t know what *** is talking about when she said my mother and I argued about what needed to go; we had to turn in the keys that Wednesday and everything had to go. So I don’t understand where she is getting that from. As for the extra people around the house, nobody got in the way and everyone was helping make the move easier. We cared for these workers as we know it’s back-breaking work and we really appreciated them. This is why we tipped them so well and bought them lunch and drinks. *** was so happy with how we treated him that he gave me his personal cell phone. I don’t believe he was lying when he said those things about ***. The worst part about this experience is ***’s customer service. She was rude to me from the beginning but I went with their company after getting three quotes because of ***, the guy who did the walkthrough and gave us the quote. He was nothing like her, and neither were the movers. I’ve never had such a horrible customer service experience as I did with ***. Of course I tipped her workers; it wasn’t their fault that she is so rude. They were very kind and did a great job. But for potential future customers, I feel bad that *** is Co-owner and that they will have to deal with her. But I don’t know if an attitude alone affects their Revdex.com rating. It’s the $350 that we lost because *** sent the wrong truck that worries me. If the workers said she did it three times just that week, who else has she cheated? This should affect the company’s rating. Please protect future customers by alerting them to my experience and reducing their rating. Before that phone call with *** where she rudely blamed my mother for everything and gave me the final price, I was planning on referring Jones Moving Co to everyone I know because of her movers. But having been lied to and treated so poorly and losing $350, I’ve since told everyone I know (in person and online) to stay away from them and have used them at my work as an example of truly horrible customer service. I mean, look, she couldn’t even spell my last name right but gladly took my $2300.
I would like to say I’ve been running Jones Moving for over 30yrs we have built a very good reputation in the valley. I have no reason to lie or give faults information my customers to gain a job or to make more money. I’m pretty sure if I did that kind of business customers would be reporting that. You clearly did not listen when I have sadly only have the 26ft truck available. At that time you also stated that you were not taking everything to save money. As you can see by the phone records you’re not telling the truth about me calling the workers. *** the driver was *** and I are telling us about your mother Dusting all the pieces and people kept getting in their way in and on the stairway making their job go much longer. Mr *** was aware of this by *** telling him this. At this time no credit should be given to him due to all the circumstances.
I would like to apologize to Mr. for misspelling his name.
Sincerely,
*** Jones
We just did a move with Jones Moving and Storage this past weekend. It was 3 hard days of a complex move. Travis, the owner's son, was the foreman of the crew. Brian, Alex, Richie, Matt, John, Robby, and a young man who had just joined the company (sorry I didn't get his name) rounded out the group. We weren't expecting so many folks first thing Friday, but after a quick walk-through at the first location, everyone got down to work packing and moving. Everyone in the crew was attentive and willing to do whatever it took to get the job done. One of the main reasons for choosing Jones Moving, aside from the excellent ratings, was that they also have secure, climate controlled storage at their warehouse, which was needed for much of our large, and some antique, quality wood furniture. The crew was efficient, and the teamwork was evident and necessary to maneuver the largest pieces out of the house and on to the truck. They even accommodated our baby grand player piano. I did not have time to gather multiple estimates for this job, as it was emergent. I would guess Jones is not the least expensive company in town, but they have been around a long time (over 30 years), have a solid reputation, and hire excellent people. I'll look forward to seeing them again when our remodeled home is ready to receive our stuff.
Thank you for taking time to write this nice review about our crew!
Thanks for trusting our company to move to our storage facility.
Candice and Steve