Kennewick Transfer & Storage, Inc.

Review: We hired this company to move and storage our furnitures until our new house closed escrow. After escrow closing they stored our furnitures for two months then we had them move everything to new house, in the moving process, they damage our formal dinning table and the entertainment table, these table were brand new and high-end pricing. These tables are not just scratch, they have deep gouges in serve real places and one corner of the dinning table was rubbed in to the wood. We would not accept these two tables from this mover. We requested that the tables need to be repaired or replaced if they cannot be repaired. The owner tried to have the tables repaired and they could not be repaired because of the deep gouges and all the wood in laid. We informed the owner we want the tables replaced and all we got for two months excuse after excuse to the point the owner will not accept our phone calls. We have requested over and over with no response. We would like to know our options to get the owner to resolve this problem without filing a law suit on Kennewick Transfer and storage in Richland, WA.Regards,[redacted]. [redacted]Desired Settlement: We would like the 2 Tables be replaced with new tables and the cost of moving our furniture in our new house that we paid them up front for there service in good fath.

Business

Response:

To:Revdex.com Eastern WashingtonCust.: [redacted]

HORRENDOUS. STAY AWAY! My move can be described as nothing short of a FIASCO, possibly CRIMINAL. I rented a semi for storage (paying monthly for 4 months) and loaded over 75% of all my possessions, myself, then stored. When the movers arrived, I discovered they had TRANSFERRED my things into a RICKETY OLD TRAILER, pulled by a pickup. Many of the boxes I had painstakingly packed and stacked were UPSIDE DOWN AND RATTLING. And further, there was NO ROOM LEFT for the rest of my belongings (the big things) despite the fact that the boss had come to review what I had to move. SO the boss proceeded to have his men TAKE APART my furniture. At first I didn't understand what was going on or would have fired them immediately. The bottom line was that 1) many of my things could not be moved due to lack of space; 2) MANY items were damaged or destroyed, many were never put back together (because I finally sent the crew home at 9 pm); 3) some of my possessions were strapped into the BACK OF A PICKUP and arrived damaged and filthy. 4) washer and dryer were never hooked up along with many other minor issues. 5) The topper was when I was presented with a bill (no estimate ever provided, though I asked--I should have insisted) for over $5,500 to move a small ratty trailer full of damaged goods 150 miles!!!! I didn't pay half, but now that I'm not so tired realize I shouldn't have paid ANYTHING. and maybe should have charged HIM for damages and inconvenience. STAY AWAY! If I ever hear from them again, i'll get my lawyer involved. The one positive note is that the guys doing the actual work are very friendly and nice--and do try hard.

Review: I was to receive my order by December 12th at the latest. Kennewick Transfer received my order via 3rd party on December 18th. It is now January 1st and I still have not received my order. I called inquiring ([redacted].com where the order originated) where my order was on December 24th and was told it was in route. On December 27th I received a message that my order would be delivered on Monday December 29th. This was a Christmas gift that was ordered November 28th. I was out of town when I received the message about the 29th delivery and could not call back. On December 31st I received a call from [redacted] at Kennewick Transfer that they tried to deliver on the 29th but noboday was home. I told her we were out of town, the delivery was suppose to be on the 12th and we would be home in that evening. [redacted] confirmed that Kennewick Transfer had the order on the 18th (6 days before Christmas) and she assured me the delivery of my item would be received by 1:00 on January 1st. 1:00 January 1st came and still no delivery. I called and was given the run around. Finally by 4:00 I was told the delivery would be to my house by 7:00pm. It is now 9:33 pm and still no delivery. I have called them 6 times leaving messages as to where their driver is with my order. This company is a joke and should not be in business! I am irate that I do not have my order that was to be a Christmas gift! Please discipline Kennewick Transfer accordingly as they clearly do not care about their customers and need some sort of wake up call. Oh yes, I was also told that they were taking the 24th off. They are a shipping company , the 24th is a working day!Desired Settlement: I would like them to refund me for the full price of the item I ordered as I have been dealing with this for over 1 month for date of order!

Business

Response:

We never spoke with the customer about receiving her order on the 12th. We do not set up delivery until we have received the product and it has been inspected. We received her product on the 18th of December, Thursday, (Delivery receipt attached). It was inspected on the 19th, Friday. We are not open on weekends so the customer was called on Monday December 22nd, we did not hear back from her on the 23rd or the 24th and our office closed for the holidays at Noon on the 24th of December. Messages were left at the phone number our company was given by the distributor the customer ordered from. Our office was closed from December 24th-28th due to the Christmas holiday. The message the customer says "she received on the 27th" must have been from our previous attempts to call because there wouldn't have been anyone in the office on December 27th to call her. Even though the customer chose not to return our calls, we still attempted to deliver her product when we were in the Selah, WA area on the 29th of December. Nobody was home so we returned her product back to our warehouse to be delivered another day after we could get a hold of her and set up a delivery date. We tried to reach the customer again on the 30th, again no success. On the 31st we emailed the distributor and asked if they had another contact number or email. The email conversation is attached (the blacked out part is pertaining to other customers). Our secretary ([redacted]) was finally able to make contact and talked with the customer on the afternoon of December 31st. The customer requested delivery the next day January 1st. [redacted] said she would see if we had a truck that was going to be in the Selah, WA area the next day that we could add her delivery to. After looking at the schedule and talking to our delivery team's [redacted] found that our trucks were not going to be anywhere near Selah, WA. [redacted] then called the customer back and left a message, she asked the customer to please call us back to reschedule. We did not hear back from the customer until the next day, January 1st. The customer called [redacted]'s cell phone which was the contact number for after hours. She was being rude so [redacted] passed the conversation off to [redacted]. I was not familiar with the situation so I went over to the office on January 1st while my family went to Grandma and Grandpa's for the holiday so I could familiarize myself with the situation. The customer claims that we received her product on the 18th of December and "dicked around with it for 11 days" (her words) before we decided to deliver it. I tried to be polite and professional but the customer was very rude and condescending, she repeatedly called us liars and acted like she had no responsibility in this whatsoever to help coordinate a delivery date and time. I told the customer that our delivery teams were out and wouldn't be back to the Tri Cities until around 6:00 pm which meant they wouldn't be able to make it to Selah until at least 7:30. (This was after working a full 11 hour day already) She said that was fine, which to her I'm sure it was. Well they didn't get back until about 8:45 pm after I talked to them I called the customer and told her that I was not going to send them out that night and that I would deliver it the next morning. I am very sorry that she had a poor experience and that she did not receive the product before Christmas! However, we did not receive any money from her and certainly not anything near the $749.99 she is claiming. If she thinks she deserves a refund of that magnitude I think she needs to contact the company she ordered the merchandise from.

Kennewick Transfer and Storage packed, stored and move my household items from Richland, WA, to Spokane, WA, in Sept. 2013. They were prompt, courteous, thorough. They stored my original artwork in the office complex for 3 days while waiting to move my household items (the rest were stored in a truck) to Spokane. There were minimal scratches on 2 pieces of furniture that I easily concealed with furniture crayons.

AVOID Kennewick Transfer and Storage at all costs! Do business with Kennewick Transfer and Storage at your own PERIL! My experience with Kennewick Transfer and Storage was my WORST with a moving company in my 16 year Active Duty ARMY career. The owners’ LACK of care, MISMANAGEMENT of employees, equipment and materials, and INABILITY to provide accurate information in a timely manner are beyond reproach. Professional companies have packed my house in two days. Despite a half day head start, and less goods to pack as items were going to be put in storage, the company FAILED to finish packing my household goods 5 days later. The crews typically worked only half a day because the owner DID NOT provide them with enough material for a full day of packing. The owners also pulled the crews from our job in order to complete jobs for other customers. The company’s TRUCK BROKE down one day and the TRAILER used to haul the crates had a FLAT TIRE two days in a row because it was not rated to haul the load over the long distances it was being used for (as confirmed by [redacted]). The owner RARELY RETURNED my calls. The Military Point of Contact and the company that contracted Kennewick Transfer and Storage also had DIFFICULTY CONTACTING the owners or receiving return calls from them. After being told by the owners and the contractor the crew would stay until my goods were loaded and crated at my residence, the crew showed up WITHOUT ENOUGH crates, material, or number of crew members promised and with instructions to just pack what they could that night. After helping the crew pack and load my goods until 1am, I met them at 7am that same morning at Kennewick Transfer and Storage (an hour drive) to finish loading my goods into crates. Not only did the company RUN OUT of materials at their place of business, the owner pulled his crews from my job again in order to complete jobs for other customers. When the contractor pleaded with the owners to stay and pack the final 12 items of my job, the owners told the contractor they were done discussing this and they were going to complete the job when and however they wanted to because they had other customers to satisfy. I feel DISCIMINATED against being an Active Duty Military member because the owners know they will get paid by the Government regardless of how BAD of a job they do. I can’t imagine how the company treats other customers, especially Veterans, if this is how he treats an Active Duty Soldier who has served in Iraq, Afghanistan and other deployments. I’m sure the company that contracted Kennewick Transfer and Storage WILL NOT USE THEM again. The best that I can hope for is my experience will be enough for the Military to BAN this company from doing Military moves in the future so another Soldier does not have to go through this experience. Two weeks after leaving the warehouse and departing the area to meet my Military obligations, the company HAS YET to finish sealing the crates with our belongings and provide us and the contractor with the serial numbers and required paperwork.

Review: I demand compensation for the inconvenience experienced from the inability of Kennewick Transfer and Storage to complete the contracted packing and pick-up of my household goods for transportation to an overseas military assignment. The reasons include failure of packing my household goods in accordance with military regulations, failing to notify me or the military transportation office of changes to the way the goods would be packed, failing to pack goods within the timeframe allotted by the military (the job was contracted by the military to be packed on 25 June and 26 June and picked up and loaded on 27 June) by not providing the proper number of crew members that were properly trained for the required amount of time each day to with working equipment and the necessary amount of materials to complete the job within military timeframe and standards as contracted to do. Compensation includes travel costs to and from the business to watch the companys employees load my goods into crates. Also, compensation for having to assist in loading my goods unto trucks, pack goods into crates, wrap goods and instructing employees on how to properly wrap goods before packing into crates in order for my family and me to meet our commitments to depart the area that had to be rescheduled because of the companys inability to complete the move by the 27 June deadline. While it did occasionally rain 24-26 June, the rain did not affect the ability of the crew to pack the goods inside my house, which was still not complete on 27 June. Crates should have been loaded on 27 June after the packing was complete, as professional packers have done during my previous moves and confirmed by the company that sub-contracted this company for the job. The weather would not have been a factor if completed in the proper sequence. Crews did not arrive on time, with the proper or enough materials to pack my goods, to include running out of wrapping paper while at the companys warehouse. The trailer hauling the crates had a flat tire because, according to [redacted] and employees, the tires on the trailer are not rated to carry the amount of loads over the long distances it has been traveling. The trailer had a flat tire on 23 June and 24 June because it exceeded the rated load of the tires. I was told by the co-owner and by the contractor that the crew would finish packing my goods into the crates on Friday, 28 June, no matter how long it took. When I asked the crew they told me they were to pack as much as they could that night. Not enough crates were brought to the residence and one of the crates was unusable because it was wet inside. The owner told me over the phone at approximately 1130pm that he did not know if everything would fit in the crates and could finish the job on Saturday evening after completion of the other jobs the company had scheduled. I drove an hour on the morning of 29 June to watch my goods loaded and sealed into crates. A crew of four arrived and helped unload the truck. Two crew members departed for other jobs after unloading the truck. Later that afternoon the other two crew members departed for other jobs, leaving 12 pieces of goods to be packed into crates at a time of the owners choosing because, as told by the contractor, they had a reputation to protect. I feel discriminated against because of my Active Duty military status. Kennewick Transfer and Storage knew they would receive their pay from the contractor and the contractor assumes liability for any damages during the move. Also, since I am Active Duty military, the company knows I would not be a repeat customer and is assuming I could not pass along the information on the unsatisfactory performance to others in the area. Therefore, the reputation the company had to protect was with the local and potential repeat customers and the company chose to focus their efforts on satisfying them as the owner stated to me several times he had other jobs to do and constantly pulled the crews from my site to support other customers. In addition, he has failed to provide me the serial numbers of the seals for the crates he stated he would provide for me.Desired Settlement: $331.65 Total$62.94 for travel from residence to business (56.2 miles x 2 [round trip per Google Map] x $0.56/mi [Government rate for POV reimbursement for travel]). $268.71 for labor (13 hours labor [7 hrs of labor on 28 June + 6 hrs of labor on 29 June] x $20.67 [National Average cost of moving labor])

Business

Response:

In response to Mr. [redacted]'s complaint. It is standard Military procedure to crate household goods at residence. However, on the day of Mr. [redacted]s move it was raining. We use standard Military issued/approved crates which are built with plywood and 2x4's, NOT waterproof. Had we loaded his goods into these crates while it was raining his belongings would have arrived at the destination moldy and damaged. We did notify the Military Transportation Office of the change in procedure because of the rain and they were fine with us doing it that way because they also did not want his goods to be moldy when they reached the destination. The truck was 1/2 loaded when Mr. and Mrs. [redacted] decided they were not ok with this process, instead of talking to our crew about a solution they called the Military Transportation Office. Because Mr. [redacted] made that phone call, we were then told by the Military Transportation Office to stop loading and we would have to come back a different day to finish the job. We do not control the weather, it was forecasted to rain for the next few days. Mr. [redacted]s allotted time was forfeited by HIM when HE decided that HE did not like the way the job was being done. We have been in business for 43 years and our main goal is to make sure the Household Goods for ALL Customers (including Mr. [redacted]) arrive at the destination safely, with no damage. We could not do that if we had crated his property in the rain. We DID provide the proper number of crew members, all have been trained and are professional. We did not ask for, nor did we need his help and there was no need for Mr. [redacted] to drive to our warehouse to watch us crate his belongings. That was his decision to do so. Therefore, we will not be paying Mr. [redacted] any money. We did have a flat tire on the trailer, this was the 3rd flat tire in 2 weeks on that trailer. I did not find out until after the 3rd flat tire, that the tires were "not rated to haul the amount of weight we haul for as many miles as we travel". I had confidence that Les Schwab would install tires that were adequate to handle the type of work we do, when they asked me how much weight we haul before they installed them. We did not run out of packing material at our own warehouse. Yes crews were pulled off his job a few times because as stated before, we were fitting Mr. [redacted] into our already busy schedule as he chose to forfeit his allotted days. IN NO WAY was Mr. [redacted] discriminated against because of his Active Duty Military status!! This is ABSOULTLY FALSE! I (as well as the co-owner) are proud American Citizens who have a deep LOVE, and RESPECT for ALL who Serve and Protect our Country (this includes Mr. [redacted]). My Father, my Father-In-law and Grandfathers proudly served in the Military. It is also false that we knew we would receive our pay no matter what. If we do not do what we are contracted to do we do not get paid, period. Also, his claim that we knew he would not be a repeat customer is false, we have had MANY repeat customers that are Active Duty Military. We also know that this is the 21st century and if you want to get the word out about a company, you can use the internet to do so. That being said, I do ask that Mr. [redacted] STOPS posting that we discriminated against him because of his Active Duty Military status. There is no evidence of this and that statement is completely false! All serial numbers of the security seals have been given to the proper people. Out of the thousands of Military jobs we have done in the last 43 years we have never had a situation like this.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9617631, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am unable to provide documentation as the issues were discussed either over the phone or in person. The POC at the Military Transportation Office (MTO) on [redacted] Base I discussed these issues with is [redacted] at (509) 247-5815. The POC of the Transportation Service Provider (TSP), [redacted], that sub-contracted Kennewick Transfer and Storage) that I also discussed these issues with is [redacted] at (858) 634-4695. These two POCs are referenced below by MTO or TSP and can corroborate my discussions with them and the information they received from the owner and was passed to me.

The weather was rainy 24-26 June. However, this should not have been an issue because the crew would have been inside my residence packing my goods. My goods were supposed to be packed in containers at my residence on 27 June. The attached link shows minimal precipitation on 26 June and no precipitation on 27 June http://www.[redacted] . When I discussed this with the TSP, she also did not understand why containers would be brought to the residence for the Household Goods pickup before 27 June.

I called the MTO because the crew on site had no answers for my questions and suggested that I call the MTO. When I called the MTO and asked about the way the pack was going, to include no containers on site, he told me that he was unaware they were doing that, either me or the MTO should have been notified, and later informed me that the TSP also was unaware of the unauthorized method of packing and loading my goods. Later that week when my wife called Kennewick Transfer and Company to find out when the crew was coming, they informed my wife that the issue was I had authorized them to use a truck instead of containers which, as stated above, was untrue.

Untrained Packers: On the second day of packing, the crew showed up with one member on his second day at the company. While polite and courteous, he mostly stood around and waited for the senior crew member to tell him what to do next. The senior crew member apologized to us, stating the packing would go quicker except he had to spend half of his time working with the new member instead of packing himself. The next day a different member with a week's experience arrived and the senior crew member also had to spend time correcting the way the new member was packing, further delaying the pack. An example is the crew member was only putting a piece of tape across the top of the box as told by the owner but the senior crew member corrected him and trained him on how to tape across the top and open sides as required by the Military. Both the night of the 28th and the morning of the 29th I had to work this crew member on how to box and wrap goods as other members were not assisting him. An example is he stated he did not have a box that our child's rocking chair would fit in and didn't know what to do. My wife and I taught him how to use two smaller boxes to make a box that would fit the rocking chair. There was also several times I had to interject and show how the packers should turn the packing paper and use more than one sheet to properly cover my goods. Our dining room table was damaged while the crew members were trying to see if it would fit in a crate and gouged the table against a nail. This occurred when I turned away from the crew as I was talking on the phone with the TSP about further issues with the packing. I did not get a picture as I was still talking to the TSP POC and now informing her of damaged goods someone would have to pay for. (Compensation for the table that was damaged at the company and the rest of the damaged goods will be sought after arrival at new residence and therefore not part of this compensation).

Lack of crew members and arriving on site: On the night of the 28th, the TSP and Kennewick Transfer and Company told me that a crew of six would finish packing the remaining items and load them in containers at my residence that night. A crew of three arrived at 6:10pm and was told by the company that a second crew of three would depart about 15 min after the first crew. One additional crew member arrived at approximately 8:30pm for a total of four crew members on site. The crew pulled away from my residence at 1:10am, June 29th. Had I not helped, the crew, who told me they had been up since 5am that morning, would not have left until much later in the night. Being told the crew would stay until the job was done, I helped so the crew and I would not be up 24hrs, and hopefully not only alert enough to do a quality packing job late at night/early morning, but also alert enough to drive safely back to the company. The company did not bring enough crates to finish the job at my residence. When I asked the crew they said they were just told to come and pack as much as they could, and the owner told me he didn't know if it would all fit. For the safety of the crew, I told the owner I was willing to come to the company and watch my items get loaded into crates and sealed, IAW Military regulations. He told me that was acceptable and to work out the details with the senior crew member. I met the four crew members at 7am on June 29th at the company. Two members were pulled off about an hour later for another job. I had to help out again so the job would not take all day and ensure all my goods was packed and sealed. One of the crew members told me at the warehouse that they didn't have any more paper. Another member went to the office and came back validating that there was no more packing paper and had to use what was remaining. At about approximately 2pm, the other two members were pulled off for another job, despite that mine was not finished. The TSP also asked the owner to allow the crew to pack the last 12 items and seal the containers. The TSP told me the owner informed her he was done talking about this job and he was pulling his people. Therefore, going back on the verbal agreement we had which I demand to be compensated for.

I asked the owner to provide me a copy of the serial numbers of the crates. He said he would e-mail them to me. He has failed again to follow through on his agreements. When I talked with the rep from [redacted], he told me the tires on the trailer were not rated for the loads it was carrying and he was trying to convince the owner to purchase the proper tires. A crew member also told me this the following day. In discussion with the MTO, by Military Regulation I did not forfeit any of my days and should not have been "fitted" into the company's schedule.

Regards,

[redacted]. [redacted]

Major, United States Army

Business

Response:

Mr. [redacted],

We are very sorry that your job did not go according to the original schedule. We apologize for any inconvenience that may have been caused

All employees at Kennewick Transfer go through a training process when they are hired.

We will not be able to reimburse you for the "Expenses" you are claiming. We did not request your help for Packing or Loading and we did not ask you to come to our warehouse to "supervise" the crating. You made the choice to perform these duties.

This job did not go the way we had planned either, and again, We apologize for any inconvenience that may have been caused.

We wish you all the best!

[redacted] & [redacted] -- Kennewick Transfer

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9617631, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The verbal agreement the company and I had was I could show up at the company the next morning and watch my goods crated and sealed - the military requires the containers to be sealed and verified by the military member. The company again did not uphold their end of an agreement when they pulled their employees from the site before my goods were crated and sealed. This was not my choice to show up at the company, it was an agreement. I deserve compensation for their failure to uphold their word.

Employees were still being trained on site as stated by the senior crew member during our packing and the crew members themselves. If all employees went through training, why would they say they were new and was waiting for assistance form the senior crew member before proceeding and why would the senior crew member inform us our pack would go better if he wasn't spending time training the new personnel? I had to get involved due to the lack of involvement by the company and in order to protect my goods as best I could.

Regards,

[redacted]. [redacted]

Major, US Army

I researched for my son reputable companys for moving his property from Kennewick Washinton to Denver Colorado Area. I read that this was a family business, in business for 35 years. I failed to check their Revdex.com rating. I wish I had. their rating is F.
This company moved my son's property from a residence in Kennewick WA to their location in Richland Washington my son's vehicle was also moved to the location. My son paid a lot more than his quote. What my son received were inexpensive items, a kitchen table but 4 chairs were missing, an x box controller but the x box was missing. did not receive 3 large screen HD TV's plus one small TV, extensive electronics, workout equipment, skiing equipment & clothes new condition, motorcycle equipment boots helmet new condition. I learned from their employee [redacted] that there were 4 crates to be shipped to my son but there was only room for 3 crates. Prior to that information When my son called because many items were missing the company put the blame on the truck that went to Colorado. The move was in May 2014 he has been told they are still looking for his missing crate! Do not do business with this company!!!!!

Review: We hired KTS to handle the move to our new home. Everything went exemplary, except for a gash in the wall that came about as a result of the move. The crew lead dutifully pointed out their mistake and annotated the work order appropriately. In the interim, the same crew lead has returned to fill the gash in the wall, but has not returned to repaint. He states someone called [redacted] needs to look at it and authorize further repairs (apparently, [redacted] is the owner no less!). It has now been a little less than 2 months since the move and I have called weekly only to be told I will be contacted. This is a small community, and many are [redacted] employees/subcontractors. Other than this incident, I would have nothing but nice things to say about this company, but as it stands I can only tell others that they do not stand by their work, obligations, or their word.Desired Settlement: That my wall will look as if they had never damaged it.

Business

Response:

Mr. [redacted],