LL Janek Moving & Delivery

Doing business between two parties requires trust by both parties One of the sad things in any business transaction is that--although there are usually two sides with good people and good intentions--sometimes one or both sides feel slighted by the other I believe that this is the case with this situation We performed the job requested of us to the best of our ability, we addressed the complaints of the customer by discounting the move over $300, and we have dealt with the disagreement regarding the refrigerator by sending it to our insurance company Legally and morally there is nothing more I can do I feel like the customer will never be satisfied with the service performed; however, I am sure he feels like we are shirking our responsibility So this really becomes a matter of what can responsibly be done to address the situation Like mentioned before, this matter--along with all documents regarding this move--has been sent to the insurance company; it is now out of our hands, and all correspondence and decisions regarding this matter will take place through them

Complaint: [redacted] I am rejecting this response because: Trust is a two way street. I have contacted the business numerous times and simply wanted an update on the status of the claim. Janek Movers have refused to respond to my email, text and phone calls. The complaint could be resolved with a simple phone call, text or email message with the name of the insurance company, contact number or person, and a claim number; or a settlement. No one has contacted me concerning the claim. I filed the claim a week after the move. I contacted [redacted] , August 4, 2014 , by phone and was told she was in Ohio and would be back in Waco August 18, 2014 and the claim would be settled shortly. Since then my calls have been screened, emails and text not returned. I sent a text August 22 and asked if Janek had gone out of business. The response was that she was working on the claim and would notify me shortly. That has been three months, since then and I have sent several text asking for an update. I have not received a response. I must say, I am quite puzzled by the actions of the [redacted] . We enjoyed meeting the [redacted] and felt comfortable with them. We trusted them with our belongings and the estimate. While I was disappointed with the time it took to move us, everyone was nice and polite. Neither [redacted] was at any part of the move if they has witnessed the "speed" of the move they would have been embarrassed, however that part of the complaint was resolved. Follow up since then has been a great disappointment. When I filed the claim I also told them about damaged wooden furniture, I m not pursuing that claim because I can repair the damage myself or it was in a position that was not noticeable. I just want compensation for the damaged refrigerator. As I said in the beginning of this statement, the complaint could be resolved with a simple call, text or email from the company [redacted] with the information concerning the insurance company. I have talked with other people who filed a claim with a moving company and they were settled in a matter of a couple of weeks. I am a very reasonable person and have been told I am to trusting, I treat people like I want to be treated and when I give my word or handshake, I follow up. Regards, [redacted]

Complaint: [redacted]
I am rejecting this response because: Janek Movers have not accepted responsibility nor addressed the main issue, damage to the refrigerator; and issued incorrect statements. The time to move was  estimated as 10-12 hours, this is for a 3200 SF home with  three bedrooms, if the homes contents were to be packed and readied for the move than the two day estimate **/[redacted] mentioned was to "pack. wrap and break down all furniture" for the complete home.. Neither [redacted] showed up the day of the move, saw the contents to be moved or the pace that the items were moved. Prior to move, two bedrooms suites and contents were sold, a three car garage was emptied down to half a single car garage and all items were packed and ready to move, the only items that needed "breaking down" were a bed and desk. The move should have taken 8 hours at max. When we moved into the home, with a full 53 foot moving van, the company only took 11 hoursa that included the full contents of a larger home and garage.  The move was on June 26,2014. The check they said I paid them with "two days" later posted at the bank on the 27th, the day after the move when I paid them. [redacted], offered a 10% discount because of length of time and I accepted. I consider this part of the claim settled at the time and only mentioned it because of the actions of company later. When I paid the bill, next day after move, I told [redacted] we had damage to the refrigerator. She said she did not know how to handle a claim and called her husband. He said to file a claim and they would report to "their insurance " company.,   Regarding the claim for the damage. I sent in the requested letter to file a claim. The invoice from Janek Movers states " all claims must be received in writing within 30 days". I filed my claim with 14 days. A picture was sent, via text message, July 11, 2014 and the letter was sent July 10. 2014. **/[redacted] stated that there were construction workers in home at time of claim. This is not correct. There was a painter working in another section of the home. Concerning the doors being taken off the unit. The doors were never taken off the refrigerator, they are held on by a set screw t top and bottom of each handle. The refrigerator came in house like that, with no damage. It was a tight fit through the door, but it went through, it was not "forced". The [redacted] are relying on statements of the person/persons who damaged the refrigerator. They were not there to witness how it was taken out. As I stated before, I believe the damage was caused when the trailer was unloaded in the dark. The refrigerator was NOT wrapped or protected any way and the complete trailer was unloaded in the dark with only the aid of headlights from my car at the storage facility. The most grievous part of this move is the unprofessional  actions of the company [redacted]. Once they found out I used another company to move our belongings from storage to our new home, they refused to return my test messages or phone calls. [redacted] accepted one call from me 8-4-2014 and she said she was out of state and would check on the claim with the insurance come when she returned August 18. Not having received a call or message within a week of her return. August 19, 2014, I texted [redacted] and asked about status of claim. There was no response. August 22, I texted [redacted] and asked if the company had gone out of business. She responded " No we have not. I am working on your claim and will notify you shortly". I texted [redacted] 30 days later, September 22, and inquired about the claim. As of this date, 11-18, 2014, other than the reply from the Revdex.com complaint, there has been no response and the response they provided to the Revdex.com is inaccurate at best.  I realize this can go on and on so will finish. I am very disappointed with the quality and tone of the move and more than disappointed with the response from the [redacted].
They appear to be nice people and we are really puzzled by their actions.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Trust is a two way street.  I have contacted the business numerous times and simply wanted an update on the status of the claim. Janek Movers have refused to respond to my email, text and phone calls. The complaint could be resolved with a simple phone call, text or email message with the name of the insurance company, contact number or person, and a claim number; or a settlement. No one has contacted me concerning the claim. I filed the claim a week after the move. I contacted  [redacted], August 4, 2014 , by phone and was told she was in Ohio and would be back in Waco August 18, 2014 and the claim would be settled shortly. Since then my calls have been screened, emails and text not returned. I sent a text August 22 and asked if Janek had gone out of business. The response was that she was working on the claim and would notify me shortly. That has been three months, since then and I have sent several text asking for an update. I have not received a response. I must say, I am quite puzzled by the actions of the [redacted]. We enjoyed meeting the [redacted] and felt comfortable with them. We trusted them with our belongings and the estimate. While I was disappointed with the time it took to move us, everyone was nice and polite. Neither [redacted] was at any part of the move if they has witnessed the "speed" of the move they would have been embarrassed, however that part of the complaint was resolved. Follow up since then has been a great disappointment.  When I filed the claim I also told them about damaged wooden furniture, I m not pursuing that claim because I can repair the damage myself or it was in a position that was not noticeable. I just want compensation for the damaged refrigerator. As I said in the beginning of this statement, the complaint could be resolved with a simple call, text or email from the company [redacted] with the information concerning the insurance company. I have talked with other people who filed a claim with a moving company and they were settled in a matter of a couple of weeks. I am a very reasonable person and have been told I am to trusting, I treat people like I want to be treated and when I give my word or handshake, I follow up.  
Regards,
[redacted]

Doing business between two parties requires trust by both parties.  One of the sad things in any business transaction is that--although there are usually two sides with good people and good intentions--sometimes one or both sides feel slighted by the other.  I believe that this is the case with this situation.  We performed the job requested of us to the best of our ability, we addressed the complaints of the customer by discounting the move over $300, and we have dealt with the disagreement regarding the refrigerator by sending it to our insurance company.  Legally and morally there is nothing more I can do.  I feel like the customer will never be satisfied with the service performed; however, I am sure he feels like we are shirking our responsibility.  So this really becomes a matter of what can responsibly be done to address the situation.  Like mentioned before, this matter--along with all documents regarding this move--has been sent to the insurance company; it is now out of our hands, and all correspondence and decisions regarding this matter will take place through them.