Mail Box Express Bronzing Service

Hello *** ***,I’d like to reiterate that not only were you informed of valuation, per Clarke, on both sales calls, he also left printed material on valuation in his move kit. Further, in doing the confirmation calls, the coordinator actually has valuation as one of the items to address as a critical item during the call. I note that in your move, you signed, selecting basic valuation, as did your husband for this move as follows:It is our understanding that per the contract language, you and your husband acknowledge that you read and understand the entire T&C and summary of available valuation and agree to such terms.Finally, in addressing your remark about the table leaf, I see that JK made a gesture of good will in terms of the settlement for the table leaf as follows: Based on this information, we stand on our original decision

[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.  I appreciate their willingness to work with me on this.  Also, in the end I was able to only pay the 110% to have my boxes delivered, it took a few calls and about 3-4 hrs to resolve, but in the end it was.
Regards,
[redacted]

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:Both times the valuation was never discussed. This time it was not discussed and I never signed anything that said we discussed this. The only thing I signed was a piece of paper that the movers told me I had to sign even though I disagreed with the charges because me signing that one paper just states that they completed the move. The signature has the date and time which is the day of the move as they were done. I had no idea what valuation meant. It did not say insurance. We were NOT informed of the valuation charges this time or last time. Our last move the only thing that broke was the leaf to my dining room table. You guys paid us $100 for replacing it. That leaf barely weighed 20 pounds and if I was informed and to follow the .60 per pound, I would not have gotten $100. You asked me how much to replace it, I told you about $100 and you guys paid it to me. So no, we were not made aware of the valuation charged at all.
Regards,
[redacted]

From: [redacted] Date: Tue, Jan 10, 2017 at 2:54 PMSubject: case numberTo: MyRevdex.com Info Case number for my previous email [redacted] to be updated as resolved.

We have reviewed the documentation provided by our driver for [redacted] move and can confirm the Performance Confirmation form was signed by the customer. I have attached a copy of the form for review. The Performance confirmation form is included on every move JK services to ensure our...

crews complete the scope of services requested and do not cause any property damage during the move process. There are often times a number of vendors in and out of new homes or apartments during a move, handling everything from cable to appliances to the movers. We present the document to our customers at both the origin state and the destination stage of the move. As you will see from the attachment, we specifically address property damage by stating "During the final walk through of the origin residence, there was no evidence of property damage including, home, driveway, landscape, etc. except as noted. The customer signed on 4-5-17 and there was nothing noted as an exception.

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: I told the business from the beginning we might be putting our goods in storage. On the day of the move I informed the foreman he needed to call the storage facility and gave him the number. At this point he should have informed me that it is JK's policy not to call the storage facility. This was not done. We had to scramble and find another storage facility and this caused us tremendous stress during an already stressful time. And JK's attitude was - as it is with everything - that's your problem...even though they caused it by their negligence.As for the split move not costing us any more money, this is also untrue. My husband had to take a day off work to meet the second shipment and rent another unit for this additional shipment. If it had been delivered at the same time the unloading would have been more efficient and saved space. Oh, and it was a nice added touch to send our second shipment of goods to the wrong address....even after confirming the correct address the night before. But, I'm sure that's not JK's fault either. One more example of terrible service and customer care.This has already taken too much of our time and energy. Any business can make a mistake or things can go wrong. It is what a company does when things go wrong that really demonstrate the soul of the company. JK has demonstrated they could careless about their customers. We will never use them again. I wish this complaint to be seen by anyone researching JK with the Revdex.com. Perhaps this complaint will spare others the experience of using a company who could care less about their customers. 
Regards,
[redacted]

[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]

JK moving services provided [redacted] an estimate for her interstate move from Maryland to Florida based on our interstate tariff. The estimate (attached) was based on transporting 6225 lbs with full replacement valuation coverage of $37500 with a $500 deductible. The Sales representative included...

additional notes on the estimate clarifying the "scope of service"  - specifically "customer packing all cartons". The estimate also provides a chart demonstrating different valuation options available and how the various deductible options affect cost. Regarding the valuation coverage, as is the industry requirement, the customer is personally required to fill in and sign the valuation option of their choosing. While the estimate we provided did show the Full Replacement Valuation amount discussed during the in-home estimate process, the customer may choose to increase, decrease or waive valuation up until they sign the Bill of Lading on the first day of service. [redacted] did sign for the coverage she selected (attached) and was billed accordingly. JK does offer free used boxes for customers who have booked with JK. We ask our customers to pick the boxes up at our warehouse on a first come first serve basis. These boxes are slightly used and would only be used by the customer for boxes they pack on their own. Any boxes JK packs must be done in new unused cartons for the items to be properly covered by full replacement valuation. Used boxes, even those in great condition, gradually lose their structural integrity and as professional movers and packers we would only use new materials to professionally pack a shipment. [redacted] was welcome to collect used boxes as her convenience. The final shipment charges came in $94.15 less than the estimate JK provided, including the additional packing which was provided. The additional $311.99 for packing included more than just the 5 wardrobes in question. The charges included packing wardrobes, 1 medium carton, 1 large carton, 2 mirror/glass cartons, 2 K/Q mattress Cartons and 2 Double Mattress Cartons.I do apologize for the lack of contact initially by our move coordinator and staff, the individual coordinating [redacted]'s move is no longer with the company.

JK would like to respond to this customer's complaints as follows:We told the packing foreman directing the pacing of the truck that he needed to call the storage facility whose address we gave him for delivery to inform them when our goods would arrive. He never followed up with the storage company...

and by the time we did they couldn't accept our shipment until 3 days after JK was to deliver our goods.** It is not JK's policy to make this type of call on behalf of a customer to a storage facility.  This appears to be an assumption on behalf of the customer.  We have checked all call logs and documentation and nowhere does it mention that JK was to make any arrangements to secure/communicate with the storage facility.  It is the responsibility of our customer(s) to secure and communicate with their chosen storage facility.  There is also no communication from this customer stating this was their expectation so we could confirm/clarify that we do not do this.When our goods arrived my crystal was smashed to pieces even though marked fragile and many other items smashed or damaged as well.** Our claims department confirmed on 6/28 that we have not received a claim from this customer.  Once the customer submits this claim, our team will work to address their issues.Then, we were informed that part of our shipment was left in Virginia and would be sent more than a week later!! ** All of this customer's shipment did not fit on the truck sent to the job.  As a result, the remainder of this customer's shipment had to go on an overflow truck.  This delivery of non-essential items was delayed because the driver ran out of his regulated DOT hours and this is the result of the delay.  There is no additional cost to the customer for the additional overflow delivery.    The customer's concerns have been escalated to the GM and it is the decision of JK that no additional concessions are justified.

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...

JK Moving Services contracted to provide a second local move for Jessi Lightfoot on 8/12/16.  We had previously provided moving services for her as well on 8/10/13.    As part of our process, when the sales consultant meets with a customer, valuation (both basic and full protection)...

options are discussed.  Valuation is further reinforced in the confirmation letter the coordinator sends out.  The information is shown under vital information, under Valuation.  Then, the coordinator reviews valuation with the customer when they make the confirmation of delivery call.  Finally, valuation is addressed at the time the move/load is taking place.  The customer can change their mind of the type of valuation they select up until the truck pulls away from origin.    As mentioned, [redacted] has moved with us previously.  She has now been through this process twice.  On her first move, she selected basic valuation, and now on this move, she selected basic valuation, again.  She did not have it on her estimate for either move, as well.  It is our opinion that [redacted] was an informed customer and had the knowledge to select the desired amount of valuation coverage.   Based on the terms and conditions of her contract regarding valuation, [redacted] was eligible to receive .60 cents per pound per complete article or no more than $50.00 per article, whichever is less.  There was no fee for this coverage.  A $100 deductible was applied to all claims.  Note that JK did make the following exception for [redacted]:  Item #6 – Deer Meat – You are claiming this item was spoiled due to the handling of the freezer. Please find enclosed a copy of the Service Confirmation email which was sent to you by Martha H[redacted] on August 4, 2016.  Please note under “Vital Information” the claims information states “Empty, defrost, and clean refrigerators and freezers the day prior to moving day ( Note: JK cannot transport perishable items).” However, as a gesture of goodwill we are allowing the original cost amount - $150.00   We regret to say that although [redacted] is requesting that she receive $600 as a proper settlement check for the repair/replacement of her items, this request is denied, as it does not coincide with the terms and conditions of the contract she signed with JK as it relates to her valuation coverage.    Tell us why here...

[redacted] received an estimate from her move consultant toward the end of April for an interstate shipment based on an estimated weight of 3952lbs with minimal packing of approximately 33 boxes. This estimate was provided based on the Table of Measurements (Attached) which indicated the items and...

boxes to be moved. The table of measurements also stated the customers intention to pack approximately 53 boxes as well. Upon review of the final charges and the final inventory, there are a number of items listed which were not included on the table of measurements. For example there are approximately 30 boxes from the attic, a futon and a treadmill to name a few. These additional items can certainly add to the weight of the shipment. The final charges are based on the actual weight of the goods and the actual number of boxes packed. JK Packed 69 Cartons which increased the packing charges. Additionally the actual weight came to 5660lbs which increased the transportation charges. In regards to the comment about upper management and JK not honoring the 110% rule, I can only state that the matter was brought to the attention of the Maryland General Manager on Tuesday, September 5th. The Move Coordinator was instructed to only collect the 110% as is the regulation in the DOT "Rights and Responsibilities when you Move" booklet. I am unaware of any refusal by JK to make delivery. The 110% was collected and Delivery is schedule to take place today without delay. To address the increased weight over that which was estimated, our sales consultant has put his entire commission towards the move, which was the $130.00 reference in the complaint. As the weight increase affects the transportation charges, I would propose that the charges regarding packing and valuation be honored based on the actual work performed. I would request to split the difference as it relates to the transportation. The original estimate for transportation was $2656.12 and the finals based on the actual weight came to $3468.78 which is a difference of $812.66. I will request that JK invoice for the remaining balance of the shipment less $406.33 and the $130.00 already credited. This would produce a balance of $485.81.

Our GM, Dave K[redacted], spoke with [redacted] on 10/27/15 and resolved the bench issue.

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:  JK's driver did not possess the skill or training to safely deliver my household goods without using a costly shuttle.  Other major moving companies have better skilled and trained drivers and are able to deliver household goods to my location without using a shuttle.  I was charged for shuttle services that were unnecessary.  JK should refund the amount I was charged for these unnecessary services.  
Regards,
[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 7/23/15.  JK cannot justify a refund of this customer's monies at this time.

Dear Revdex.com, We received an email from [redacted] on the morning of April 12th at 7:23am regarding the Valet we had delivered to his residence on the 11th. Our office opens at 8 am and upon receiving the email, the move coordinator assigned to the move contacted the moving consultant who...

was responsible for selling and quoting JK prices and regulations to [redacted]. The move consultant reviewed our valet policy with our internal claims department and sent a response to [redacted]. The response was curt and lacked understanding, for which we apologized and counseled the employee. [redacted] then responded at 1:31PM at which time I (as customer service manager) was looped in to the response. He outlined his disappointment with the email Wendy (moving consultant) had made regarding both her tone and policy and threatened to "get as social as I can" unless his email and situation were addressed. At the time, I was in a meeting and was not able to respond right away. Over the next 2 hours I spent time reviewing the file with our claims team, with our CEO and with our operations management team to get a better picture of what occurred and what needed to be addressed. In those two hours, [redacted] proceeded to file this Revdex.com report as well as post various social media videos and comments regarding JK and the regrettable situation with his Valet. We did reach out to [redacted] around 3:30pm on the 12th. We let [redacted] know that we did see his email and were in fact reviewing his information when he proceeded to post so quickly. We asked him to give us until Friday to review the entire situation and provide him with an appropriate response, we thanked him for speaking with us and agreeing to give us time to respond before continuing with his various postings. Our JK Valet's are stored outside. At One time they were stored indoors while on the JK Moving Services Property. However, while at a residence they are stored outside as well. For this reason, as a general practice we do not provide valuation (an industry form of insurance) for items stored in a valet. While the containers are built to be weather proof, similar to a sea container, they are metal containers subject to heat, cold, rain etc. Upon reviewing our website page (referred to by the customer) and the email communication between the JK employee and [redacted], it is clear this was not brought to [redacted] attention in an obvious and clear manner. On Friday after communicating with [redacted] on the CEO's behalf, [redacted] and our CEO, Chuck K[redacted], spoke and an agreement for a monetary settlement of $700, which is approximately 70% of his total storage was agreed upon. I have attached the agreement email here for reference. Further more, we have taken steps to revise our website to remove any and all language which might be construed as misleading for valet storage. We have also taken steps with our operational teams and our IT team to integrate automatic Valet Contracts for all moves. We will be implementing a process of requiring all valet contracts to be signed prior to booking such storage, so that all parties are properly informed prior to any services being performed or financial transactions. Please let me know if you are looking for further documentation. I have included our written email chain with [redacted] for review as some of the conversations were held over the phone. Thank you,Patricia S[redacted]Customer Care Manager - JK Moving Services.

February 16, 2016
[redacted]
Revdex.com
1411 K Street, N.W. Suite, 1000
Washington, DC 20005
RE: Consumer Complaint
U.S. Department of Defense Employee Relocation
[redacted], USA
Dear [redacted]:
Thank you for the opportunity to...

respond to [redacted]’s complaint filed with the Metro Washington DC Revdex.com. The information relayed in [redacted]’s complaint is inaccurate; incorrectly reflects the communications throughout the move process; as well as states we failed to document professional gear weight during the course of the move. The below information describes the move events as we have documented in our and the U.S. Army’s shipment files.
On 06/21/2013 JK was awarded this move by the U.S. Army to perform an employee relocation on 08/09/2013 relocating the household goods of [redacted] from Great Falls, VA to Virginia Beach, VA. Pursuant to the Government Bill of Lading, this shipment was loaded on 08/10/2013, delivered into storage-in-transit on 08/12/2013, ultimately delivering to residence on 08/25/2013. At the time of delivery no damages were noted, no dissatisfaction communicated to our company, and no claim was ever filed by the [redacted].
There are standard operating procedures (SOPs) for every military move. They require the transportation service provider (TSP), in this case JK Moving and Storage was the assigned TSP, to follow established processes in the performance of every move. Pursuant to the SOPs, on 06/27/2013 two of JK’s team members contacted [redacted] to advise her JK had been awarded the move, one by email and one by telephone. During the telephone conversation the JK Move Coordinator confirmed the move dates and scheduled the required pre-move survey with [redacted] for 07/16/2013. Also during the telephone conversation [redacted] requested who JK would recommend to move two garages full of industrial wood working machinery for her husband.
On 07/12/2013, prior to the pre-move survey, [redacted] contacted another member of our team stating she was 100% certain the shipment would be overweight (in excess of the 18,000 maximum weight limit) and wanted a cost estimate as well as to move her dates to a later time. The Move Coordinator advised we would have to wait until the survey had been completed in order to provide that information.
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.
On 07/30/2013, [redacted] called in to follow up on the situation. The Move Coordinator advised the [redacted] the team manager was working with our Logistics Team to confirm availability and planning.
On 07/31/2013, the team manager tried contacting [redacted] at 3:23 pm returning her call and discuss the overweight matter but had to leave a message. At 4:22 pm, the team manager and [redacted] had a telephone conversation where the manager explained JK could move their items and that the military will most likely charge for the overage of weight due to the woodworking equipment.
On 08/06/13, 08/07/2013, and 08/08/2013, a JK Move Coordinator called and tried to confirm all move dates with [redacted]. No direct contact could be made with [redacted], and the military was advised.
On 08/09/2013, the JK Move Coordinator was able to speak with [redacted] who advised the coordinator the destination address might fall through as there were problems with the contract, but she will keep JK advised. The shipment was packed and loaded onto JK trucks without issue; the total weight by certified scale was 45,820 lbs. The military also requires an itemized inventory signed by the military member at the time of load to support the actual weight of all items. This inventory and shipment weight included 120 itemized garage industrial tool items and was signed by [redacted].
As the member could not take delivery of the items due to real estate settlement concerns, the shipment was cleared by the military to be placed into storage-in-transit. The shipment was then placed into storage at JK’s Sterling Virginia facility until 08/25/2013. Since the shipment weight exceeded the maximum of 18,000 lbs., the shipment was reweighed at secondary certified scale while in transit to Virginia Beach pursuant to standard operating procedure. The reweigh weight of the three trucks was 46,340 lbs.; however, pursuant to government regulations JK only invoiced for the lower of the two weights – 45,820 lbs.
All of the weight information, copies of the inventories and weight tickets, as well as other move documents were provided to the military within seven (7) business days pursuant to government regulations. The U.S. Army audited the shipment file along with all documents, found all information and documentation to be in order, and subsequently paid JK Moving and Storage for its services. JK Moving and Storage believed the shipment file was closed until 02/12/2016 when [redacted] contacted our offices very upset that the military was now garnishing their wages to collect for move over charges.
[redacted] discussed the matter with a JK Move Coordinator and the Director of Government Services. We advised him while we recognize this is a difficult situation, the [redacted] had been notified on many occasions as well as came forward herself initiating conversations regarding the shipment would be overweight due to her husband’s industrial tools. That the [redacted] had been informed over a month prior to the move start of the overweight issue and that if they had wanted to move the items themselves they had that opportunity, not to mention at time of load they could have told the move crew not to move the garage items. Instead, they had the move crew move all items from the origin home to the destination home.
[redacted] was upset he did not witness the reweigh of the items; we advised him that we were contacted by the military to perform the reweigh and they notify the member of the date/time of the reweigh, so that would be a matter he would need to address with the military. [redacted] also stated we failed to document the items he wanted to be declared as professional gear so their weight would not be included in the official move weight. We advised him he was incorrect, 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). We also advised [redacted] that the military was actually the customer in this situation, so he should be directing this inquiry and appeal of their decision to the military. [redacted] responded that they had done that but no one responded to them. When we asked what [redacted] wanted of JK he told us he wanted us to reimburse him the amount being charged to him for the overweight concern and threaten that if we did not make some sort of allowance he would go to social media and make a lot of complaints. At this point we told [redacted] JK had performed all of its contractual duties with the military pursuant to their requirements and the matter was between [redacted] and the military. The fact that given a month’s notice and they did not make alternate arrangements to move the items causing their shipment to exceed the maximum weight allowance was their decision and not the fault of JK; therefore, JK would not be making any concessions.
Therefore, as JK has performed all services pursuant to U.S. Military Defense Travel Regulations and calculated all charges to approved rates on file JK will not be making any monetary or compensatory allowances to [redacted] or [redacted]. If they are unhappy with the garnishments issued by the federal government they should pursue any remedy through those channels.
Sincerely,
Katie N[redacted]
Katie N[redacted]
Director, Government Services

Mr. [redacted] did move with JK Moving Services in early April of this year. Mr. [redacted] was provided a delivery window of April 6th to April 11th, 2017 during which we may deliver at any time. We confirmed on April 6th that we would be delivering their items on April 7th at which time Mr. [redacted] stated he was...

unhappy with the lack of notice and confirmed their house in Florida was not ready to receive the items. We reviewed their options and their commitment to be available to receive their items at any time during the delivery window as part of their "Rights and Responsibilities" (Attached). The agreement was then made to deliver their items into their garage. Mr. [redacted] stated to our Move Manager he would hire his own team to move the items from the garage into the home when they were ready. The shipment was delivered that the appropriate documents presented and signed by the customer. During the delivery it is requested that the customer check off the inventory for receipt of all items and take note of any exceptions at that time. Each page of the interstate inventory is then signed as confirmation that the items listed were received in good condition. I have attached a copy of the inventory pages for reference. We did receive Mr. [redacted]'s claim and it was reviewed and processed according to the contract terms and agreements. A full copy of our Claims team response is attached as well. We are very sorry Mr. [redacted]'s move experience was not without its complications. We feel our claims team has reviewed the Move Order Contract, Rights and Responsibilities, Valuation Selection and delivery documents to provide their settlement response.