Olympic Moving & Storage

We hold ourselves to an exemplary standard of customer service and it is a top priority to make every effort to resolve our customer's concerns and address any issues in a timely and professional manner, therefore, we appreciate the opportunity to respond to this customers complaint.Moving is a stressful time for our customers and our goal is to make this part of the transition as seamless and as stress-free as possible As a Company, we hold ourselves to a high level of professionalism and customer service and therefore, it is disheartening to hear of the customer's dissatisfaction and that they felt our customer service was rude and lacking I can assure that this certainly wasn't the intent, our staff was diligent in making every attempt to work through the frustrations and conflicts experienced during this move Following an investigation, there are two main issues I would like to address that we feel were out of our Company's control and contributed to the customer's overall dissatisfactionThis was a local move, that was scheduled over days (6/30, 7/1, 7/2, 7/3, 7/6) by the local military base The military dictates standard protocol and sets the rules for the move Once the move is scheduled, the military base advised the customer that they needed to be available for all days of the moving spread During the second day of packing, on 07/02/15, it was revealed by the member's spouse that they would not have keys to their new residence until the day before the final day of the move spreadThe member's wife was insistent that we complete the load, delivery and unpacking to its entirety on 7/6/It was advised to the customer that we were allotted days in which to perform the move and that we needed days to pack and daysto perform the load, deliver and unpacking We have specific state laws, DOT and Labor regulations that we are required to follow which strongly dictate our scheduling On 07/02/15, we promptly contacted the base to advise via email letting them know that we needed to remove 7/3/from the allotted moving dates and add 7/7/ In addition, we let them know the member's expectation of loading, delivering and unpacking 17,800# in a single day was not sufficient due to the federal DOT hours of service rules among other rules The Quality Control Office at [redacted] agreed that we are required to keep to the mandatory schedule, as already scheduledFollowing the completion of the move, the member called in upset because we had not performed a debris pickup of the items that he had unpacked himself after the move process was fully completedWe advised him that debris pickups are a courtesy only and are not a part of the military local moving contract Because this is a recent change with military regulations, he may have not been aware that this is no longer a service that moving companies perform He continued to argue that it was included in all military movesAgain, our General Manager advised him that the military moving contracts no longer include debris removal after the final day of unpacking, but as a courtesy, we would be happy to pick up his boxes at our earliest time and as soon as we had a crew in the area (The customer lives approximately minutes away from our office) Ultimately realizing the customers strong dissatisfaction and frustration, we sent a crew out the very next morning to perform a debris pickup on 7/14/We were not able to complete the customer's full unpack due to their change in schedule.We are aware that we may not be able to change the customer's dissatisfaction regarding the move due to circumstances outlined above, however, we were optimistic that by going outside the scope of the job and offering to pick up their boxes would help demonstrate that we care about our customers and want them to have a great moving experience Undoubtedly, we were not trying to be difficult, rude, or unhelpful over the course of this move

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and feel that my concerns are being addressed and I'm optimistic that a satisfactory resolution will be reached in the near futureSincerely, [redacted]

From: [redacted] @lycos.com Sent: Friday, February 10, 1:PMSubject: Withdrawal of complaint ID [redacted] Scott from Crown Moving and another Crown employee came to my house today They allowed me to inspect the bottom of the refrigerator for damage, and there does not appear to be anyThey used a level on the refrigerator, walls, cabinets and floor The only thing that wasn't level was the refrigerator They leveled my refrigerator the best that they could They adjusted the front legs and put some cardboard under the back left wheel because it could not be adjusted They recommended that I buy a shim for the back left wheel if I need to move the refrigerator in the future, as it was a two-person job to set the back wheel on the cardboard.The unit lines up with the walls, floor, and cabinets much better than before As a result, I am withdrawing my complaint.Thank you for your assistance

Bekins Northwest has been in contact with Mr [redacted] , to resolve his concerns immediatelyRepairs have been scheduled for the damaged table, which should be completed within one week We have offered a credit of $for Mr [redacted] 's upcoming move, which he has agreed is sufficient Bekins Northwest always strives for customer satisfaction, and takes all complaints and concerns seriously Thank you for allowing our response and ability to rectify this concern

Hello, We are so sorry to hear about your missing clothesBekins Northwest purchased Crown Moving in March 2017, and several of Crown's employees, including ones you've mentioned, are not with our companyUnfortunately we do not know the details of your move since it took place in 2016, but our process works like this:You are required to sign the inventory list that the driver gives you to confirm all items are accounted for once the truck is loaded.If an item is missing upon delivery, you would then start a claims process, for which we would offer you a refund/reimbursement if we were found at fault.Since you state that the driver did not label the box and it wasn't found on the inventory list, it doesn't sound like we would be able to offer you a reimbursement for your missing itemsIf you have any additional questions, please feel free to contact our claims department at 253-844-and they'll be happy to answer any questions you may have

[A default letter is provided here which indicates your acceptance of the business' responseIf 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 the help in this matter from the Revdex.com And also appreciate Crown Moving company for speaking with me and helping to resolve this issue Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business' responseIf 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 Regards, [redacted]

This issue was resolved on Tuesday. The customer called home depot to register the complaint, and they left a message at our office on Saturday We do not staff the office on weekends. When we got the complaint on Monday, Linda called and scheduled a crew outCrown sent a crew out and leveled the refrigerator on Tuesday and the customer indicated he was satisfied

We regret that we are unable to satisfy this customerUnfortunately we are obligated to follow our contractual and legal obligations including strict guidelines set by the UTCAll appropriate paperwork was given to the customer with thorough explanations as to successfully processing claimsInventories signed by the customer addressed pre-existing damage that Bekins Northwest is not responsible for (example: nightstand, #181)In many of these responses from the customer, they state themselves that the bulk of the damage was caused during the first move“Our claims are substantiated based on fair market value to repair or replace the items Bekins lost, broke, and damaged.” The customer clearly states they only had Basic Valuation during the first move, which does not cover the full cost of damagesAgain, we regret that we are unable to satisfy the customer, but we have followed all procedures outlined by our industry and Washington State

We were surprised to hear about Mrs*** complaint. We take all customer complaints very seriously and respond swiftly with a sense of urgency. In the event of an allegation of theft, we begin investigating immediately, involving our Vice President
of Operations, the Manager, other appropriate company executives, and question each employee separately. In this instance, we treated this report of the alleged missing ring with utmost priority and care, and followed our procedures accordingly.Following the investigation, the reports from the employees delivering Mrs*** goods, were consistent in stating; there was a lot of activity in the house, including a plumber and an employee from the cable company that was there for about three (3) hours setting up service throughout the entire house. In addition to the other contractors being in the home, each of our employees stated that they never entered the master bathroom nor did they see anyone in the master bathroom. There were four (4) employees on-site during the delivery. These were in fact employees of Bekins Northwest, not helpers 'hired off the street' as suggested by Mrs***. Upon hire, we conduct both pre-employment drug screens and background checks, including criminal history, on all employees. In addition, all employee's are put into a random pool for drug testing When appropriate, we speak with past employers to verify history, however, this is not always a guarantee that we will receive a response and receive pertinent information regarding past work performance (most employers will only release dates of employment). During the investigation, we pulled all background checks for the four employees that were at Mrs***'s home. The criminal background checks showed no prior criminal activity over the past seven (7) years.All of the employees that were at Mrs*** home on 04/13/had experience in transportation and/or working in a warehouse environment moving household goods prior to joining our team. In addition, our employees receive training at time of hire, and continual on-the-job training by supervisorsAs the customer specifically had concern about one specific employee, we asked the other employees, who work with him regularly and whom we have grown to trust as core members of our team, about any concerns they would have regarding this employee's conduct. They were adamant that this employee has shown strong character and integrity, and felt strongly that he, nor any member of the team, had any involvement.As the customer had signed that she received a copy of 'Your Guide to Moving in Washington State', and as stated in WUTC Tariff 15-C, the legal regulating body regulating moving companies, 'Customers may include the following items in a shipment however, the carrier is not responsible for the condition or safe delivery of: Jewelry, precious stones, or precious metals,' we denied compensating for the missing ring Customers are informed prior to their relocation, that these type of items are not not be included in their shipment Following our investigation, there is no evidence to indicate that this alleged theft occurred by one of our employees. We take this situation seriously and will fully cooperate with law enforcement officials as needed.Sincerely, *** ***Vice President

From: ***@***.com Sent: Monday, February 06, 4:PMSubject: Update re: complaint ID ***Linda from Crown Moving phoned today She said that the original installers should have leveled the refrigerator before leavingShe said that she will send two different employees out on
Friday to level the refrigerator and check the bottom of the refrigerator for any damage (A Home Depot employee had told me that the two installers should have leveled the unit, and it is not something I should try to do alone.)
I told Linda I didn't know if there was any damage on the bottom of the refrigerator, but I became concerned about the possibility due to the debris on the floor coupled with the fact that the installers left without leveling the unit (after I showed one installer that it was not level)(Also there had been a small puddle of water under the front leg that contacts the floor where the leveling adjustment must be made; it is right next to a water hose to the ice maker; after I wiped the puddle up, it didn't re-form.)
I told her I had filed a complaint with the Revdex.com after no one returned Saturday to level the unit (after I had called Home Depot) She said her office was closed on the weekend, so she did not get the message from Home Depot about the problem until today
I told her that I would contact you and let you know that it looks as though Crown Moving will be properly addressing the issues I raised in my complaint
Thank you for your assistance

Complaint: ***I am rejecting this response because:1. Bekins states that on the day of delivery there was a plumber and a cable person. There was no plumber at all and the cable installer was with my husband the entire time, hence why I was monitoring where things go.2. Bekins states that the movers stated that no one entered the master bathroom. That is incorrect. Four boxes were delivered to the master bathroom by movers. The two younger movers asked me where (each) these boxes should go and I stated, "The master bathroom."3. Bekins states regarding the mover that I suspected of taking the ring that they had worked with him regularly. He told me, himself, that he had just been hired the week before. The other movers were also telling him how to lift boxes and move furniture appropriately up the stairs. How could they have worked with him regularly?4. Bekins states that we had been the given paperwork about the company not being liable for jewelry stolen that are packed and transported by Bekins. I never said that the rings were packed, I was very clear that they were in the bathroom on the sink prior to the movers arriving and gone after the mover left.5. Bekins states that allegedly the ring had been stolen. I have filed an insurance claim. I did not file a fraudulent claim. Therefore the ring is not allegedly missing, but actually missing/stolen.Sincerely,*** ***

After talking to Ms*** last week, and she explained the circumstances of why she signed saying there was no damage, we chose to cover the full amount claimed. We have requested that a check be issued for the full amount claimed during our next scheduled check run. She should receive
the check within 2-weeks

We have been in contact with Mr*** He has been working with our Insurance company, to get reimbursement or repairs to his satisfaction I have also been in contact with Mr*** via email, to resolve his other concerns We hope to have this full matter resolved for him, within weeks
Thank you

Dear Mr***:In response to your floor damage complaint, we fill that our delivery team did not cause the damage because pictures were taken throughout the delivery and installation process. We believe the damage occurred when the machine was moved at a later date. With that
being said you filed a property damage claim and received a settlement. Therefore, we have fulfilled our obligation in this matter.Feel free to contact me with questions or concerns.Sincerely,*** ***Regional Appliance Manager*** ***
*** ***

Complaint: ***
I am rejecting this response because:
- Jim D***, from Bekins, assured me that the Replacement Cost Coverage with No Deductible policy applied to all of our items in storage and the first moveHe even told me the price of this insurance coverage was calculated based on the weight of our items (5,lbs) and the time our items were in storage (months). This claim can be verified by the mover, Ricky J***, who signed off on the Uniform Household Goods Bill of Landing form that detailed the Replacement Cost Coverage with No Deductible and spoke with Jim D*** about this change
- Bekins has not compensated us for many of the items that were lost or broken by Bekins, including items that did not list any damage prior to the moveThis includes a Heavenly Sewing Chair (missing), Edward Wormley sofa (greatly damaged), etcThey haven't even compensated us for these items at the lowest insurance amount
- Bekins has not demonstrated that their claims service, Town & Country, is an objective, independent, competent providerUpon searching Yelp, Angie’s List, and the Revdex.com’s websites, Town & Country Claims Service from Lake Tapps, WA, does not even appear as a resultFurthermore, the company only corresponded with me through a @comcast.net email address
- Bekins has continued to contradict their own inspector and blatantly disregard the forms that their own movers signed
*** *** ***

Attached is a response to each of Bekins comments. Here is a summary of the longer response: After weeks of calling and emailing Bekins, we were finally put in touch with their claims department. We were not notified that we would need to retain boxes and packing materials to make a claim. We could not be reasonably expected to keep dozens of boxes and packing materials in our home for weeks to verify damage, especially since we were not given this notice until weeks after our move. Bekins has used the lack of packing materials to waive their responsibility for many of the items they broke or damaged—even in cases where the Household Goods Descriptive Inventory corroborates the damage they caused.
The claims department sent an inspector—whose business, credibility, expertise, and objectivity cannot be verified online—to our home. This inspector put together a report, based off of common household items, not our particular vintage, mid-century belongings. While some of our belonging showed some signs of wear, consistent with their age, Bekins has used this to dismiss any of their responsibility—even in cases where items are dented, gouged, and chipped during the move (and even in cases where my wife witnessed Bekins’ mover causing damage).
Bekins has cherry picked items to reimburse from the inspector’s report. Bekins also selectively references the Household Goods Descriptive Inventory. When the Inventory is in their favor, they reference it. When the Inventory is not in their favor, they dismiss it.Bekins has been acting in bad faith and refuses to compensate us fairly for the damage they have caused and the items they have lost.

After reading the message from Olympic, I sent an email using their contact information from the web, asking the author of the response to please get in touch with me so I could pursue their offer to reach out to Accountable to attempt to resolve the double charging issue. I have documentation that states that the fees paid for the original move would also cover the return trip from storage to the new residence and I feel like a victim of a bait and switch since that agreement was not honored.
Olympic stated that I agreed to their charges and signed the estimate, but that transaction was engineered by the person that originally put together the previous agreement with Accountable, a Joshua C[redacted] general manager. He apologized for misleading us the first time and we were basically told that if we wanted our belongings to be delivered, we would have to agree to the new fees. We agreed under duress.
I have been contacted by Olympic’s insurance company and I’m waiting to see if the damage claim process will improve from here on out,  and I’m also hoping to get in contact with the response author to pursue Accountable’s portion of my complaint.
Thank you,
[redacted]

Hello, We are so sorry to hear about your missing clothes. Bekins Northwest purchased Crown Moving in March 2017, and several of Crown's employees, including ones you've mentioned, are not with our company. Unfortunately we do not know the details of your move since it took place in 2016, but...

our process works like this:You are required to sign the inventory list that the driver gives you to confirm all items are accounted for once the truck is loaded.If an item is missing upon delivery, you would then start a claims process, for which we would offer you a refund/reimbursement if we were found at fault.Since you state that the driver did not label the box and it wasn't found on the inventory list, it doesn't sound like we would be able to offer you a reimbursement for your missing items. If you have any additional questions, please feel free to contact our claims department at 253-844-4543 and they'll be happy to answer any questions you may have.

From: [redacted]@lycos.com Sent: Friday, February 10, 2017 1:24 PMSubject: Withdrawal of complaint ID [redacted]Scott from Crown Moving and another Crown employee came to my house today.  They allowed me to inspect the bottom of the refrigerator for damage, and there does not appear to be any. They used a level on the refrigerator, walls, cabinets and floor.  The only thing that wasn't level was the refrigerator.  They leveled my refrigerator the best that they could.  They adjusted the front legs and put some cardboard under the back left wheel because it could not be adjusted.  They recommended that I buy a shim for the back left wheel if I need to move the refrigerator in the future, as it was a two-person job to set the back wheel on the cardboard.The unit lines up with the walls, floor, and cabinets much better than before.  As a result, I am withdrawing my complaint.Thank you for your assistance.