Kloke Group

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint[redacted] is the company we work with in regards with the claim, but the issue is that everything (even the police and ATF got involved) indicates that our shipment was lost specifically at the front end of the project - when Kloke took our stuff and failed to secure them correctly (a lot of damaged goods), as well as failed to ship half of them from VA to WA Regards, [redacted] ***

Kloke Moving was the most professional movers I have ever dealt with As a military wife for years I have had my share of good and horrible moves Everyone I dealt with at Kloke were professional The people who did the moving were wonderful I can't say enough good about this company

In this particular case, the military awarded the move to a transportation service provider (TSP) by the name of Quality Moving and Storage LLC. In turn, Quality Moving and Storage LLC contracted
with a company called *** *** *** (***) to handle the logistics of the move. *** engaged Kloke as the agent on the front end of the shipment only (other companies were involved in transporting the items across country and to their residence). ***, as the move manager representing the TSP, is responsible for not only the door-to-door management of the shipment but is also responsible for settling all claims and disputes with the Reids.
The Reids should be working through *** to resolve their complaint. They should already have this contact information, however, for convenience purposes, ***’s phone number in Florida is *** *** *** For reference, complaint resolution for this type of military move can be found in the Defense Transportation Regulations, Part IV, Chapter 401, Section G. I’ve attached some of the language that can be found there:
If the customer must file a FRV claim for loss or damage, the FRV claim against the TSP must be filed through DPSThe customer and the TSP will also negotiate a settlement through DPSThe TSP must pay, deny, or make an offer within days of receipt of a complete claim through DPSThe customer will have the ability to accept or reject the TSP’s offer on a line-by-line (item) basis(3) A DoD customer has the option to transfer his or her claim in DPS to the servicing Military Claims Office (MCO) after daysIn these instances the MCO pays the customer the depreciated value and then pursues the FRV claim with the TSPAfter settlement with the TSP, if the FRV settlement exceeds the amount paid by the MCO to the customer, the customer will receive the differencefInconvenience ClaimsIt is the TSP’s responsibility to pick up and deliver personal property shipments on the agreed-upon dates as reflected on the BLFailure to do so can cause serious inconvenience to the DoD customer and family, and can result in the expenditure of funds by the customer for lodging, food, rental/purchase of household necessitiesWhen necessary the customer will be advised to file their inconvenience claim directly with the TSP for out-ofpocket expensesThe PPSO/PPPO must caution the customer that out of pocket expenses must be reasonable and relate directly to relieving a definite hardship when establishing a householdWhen there is a dispute between the customer and TSP, the PPSO/PPPO must ensure the TSP has met its obligations IAW the Tender of Service (TOS) (Appendix B)If the TSP fails to comply with the requirements set forth, the PPSO/PPPO may forward the complete inconvenience claim details package with a recommendation to HQ SDDC for resolution

We paid a premium to have the Kloke Group out of Manassas, VA, United Van Lines move our furniture/ belongings, and in order to maximize their profit they used day laborers who had little to no training on how to take care of anythingThe Kloke Group is run by Dan H,VP Operations who does not return phone calls or respond to any e-mailsThe Kloke Group and United Van Lines destroyed most of our furniture and belongingsHowever, the heartbreak and the most disturbing is what the Kloke Group the day laborers brought to us is having four (4) generations of my Wife's Family Bibles,desecrated by being wrapped in two smelly (Smells of urine) blankets from *** *** * *** ** *** **They were dumped in a very old trunkThese blankets were brought in to our home by the Kloke Group What is so disturbing is that the Bibles were in our Library some ( Sixty five ) feet from where the trunk was in our guest bedroomHow did this happen? The Kloke Group hired some very mentally sick day laborers who did thisWhen we confronted the Kloke Group and United Van Lines out of *** ** about this they just ignored this and every other complaint like it never happenedNever an apology, about anything, just lies and more lies from all of themWe have many pictures taken of our home in VA by a professional photographer, and pictures taken of our furniture and belongings looks like after the Kloke Group and United Van Lines destroyed themWhat happened to us in our move, we would never like to see it happen to YOU!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.[redacted] is the company we work with in regards with the claim, but the issue is that everything (even the police and ATF got involved) indicates that our shipment was lost specifically at the front end of the project - when Kloke took our stuff and failed to secure them correctly (a lot of damaged goods), as well as failed to ship half of them from VA to WA.
Regards,
[redacted]

Kloke Moving was the most professional movers I have ever dealt with. As a military wife for 25 years I have had my share of good and horrible moves. Everyone I dealt with at Kloke were professional. The people who did the moving were wonderful. I can't say enough good about this company.

Review: On 4/29/2015 I used the service of the kloke group. I used them priorback in january of 2015. However, this company kept my personal bank card information after our first meeting. I never gave the kloke group authorization, or gave them my payment information to charge my debit/credit card. The company was paid half in cash and the remaining balance was to be paid by check. Instead this kloke group ([redacted]) kept my credit information and charged me $297 w/o my consent or knowledge. When I called the kloke group and spoke to [redacted] and expressed my concerns abe was nasty and unprofessional and said that kloke qill sue me for nonpayment???.

This company just went into my personal account and took my money without my consent and knowledge at the time. I have a voicemail from kloke group omitting to what they did.Desired Settlement: Return my money. Delete my records. Fire [redacted] & I want a apology.

Business

Response:

Mr. [redacted],I am the CEO of Kloke Group and have thoroughlyinvestigated your concerns regarding your recent move with our Newport Newsbranch. As you are aware per thecontract you signed with us, the crew that performed your move was to collectmoney in the form of cash or check at the completion of your move. The crew mistakenly informed you at the endof your move that you were set up to pay by credit card and, therefore, you didnot have to pay by cash or check at that time. You never corrected that mistake; therefore, you were contacted the nextday by our Operations Manager and Office Manager to arrange payment. When the Operations Manager informed you thatwe were not set up for credit card payment on this move, you informed him thatwe had your credit card on file from your January 2015 move with us and to justcharge that. Our Operations Manager didnot believe that we still had that information from your previous move so youtold us that you were at the doctor’s office just around the corner and would,therefore, bring a check by our office shortly. When you did not show up as expected, our Office Managerchecked your January 2015 file that was stored away and found your credit cardinformation in the locked filing cabinet that contained this file (this was the only place this informationresided). Since you had paid yourJanuary 2015 move by credit card, you did not tell the crew during the day ofyour move that paying by credit card was an issue, and you told us that morningto use the credit card on file (before changing your mind), our Office Manager believedyou did not have a problem with us charging the card. [redacted], your move coordinator and out ofcourtesy, called you to let you know that you did not need to go to the troubleof coming by the office to pay since we charged your credit card. As for your comment in the complaint that you had paidfor half of the cost of the move in cash, that is an inaccurate statement. The crew stated that you paid each of them a$25 tip despite your statement to me that you gave the crew a tip of $100 total(and emphasized to me that this was a tip and not part of the cost of your move). Furthermore, our Operations Manager recalleda conversation with you after your January 2015 move – during which you did notwant to pay the full charges – whereby he was very clear that any tip you gavethe movers (although appreciated by the crew) was not part of the overall costof the move. Finally, with respect to your interaction with our OfficeManager, she has been with the company for over 15 years and is a dedicated andwonderful employee. During myinvestigation, she stated that you were actually the one that got hostile onthe phone with her and that you were going to get your attorney and sueus. She stated that she knows she didnot state that we would sue you for non-payment because we already had yourpayment. Furthermore, the personnel thatsit around her remember your phone call to her on May 1st and statedthat they only heard her tell you that you had a right to sue if you felt thatthis was necessary. You have asked for several things to resolve yourcomplaint. First, you have requestedthat I fire our Office Manager and I will absolutely not fire her as she is anexcellent employee and I have never received a complaint like this before abouther. Secondly, you would like anapology; therefore, I am sorry that we charged your credit card based on ourbelief that we had your verbal authority. We should have waited to see if perhaps you were coming to the officethe next day with the promised check and then called you in advance to confirmthat we could charge your credit card if you did not come in. Third, although I believe that you should paythe $297 for your move since you told me you were very happy with both thismove and your move with us in January – and, in fact, would use us again – I amgoing to refund your credit card and not ask you to pay by other means. Finally, we will destroy your credit cardinformation once the refund has been processed. Thank you, [redacted]CEOKloke Group

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Revdex.com spoke with the customer who indicated that he disagreed with the business' version of the conversation that took place, but is accepting the offer to refund the $297 to his credit card.