Pack Ship & Mail

To Revdex.com, ID# [redacted] On 12/29/My company was just wrapping up a busy christmas holiday shipping seasonWe shipped many items that day & when Mr [redacted] came in my staff cordially helped him like we have been doing for the last yearsMy company has a remarkable reputation here in Santa Fe The day was getting late as we were processing packages via UPS & to our disbelief, the driver for UPS inadvertenly took said package without our knowledgeWe could not produce a tracking # because we had no record of itWe took responsibility for lost package & have tried extensively to find itWe have gone out of our busy days to help Mr [redacted] find his package (at least man hours total.) we have yet to locate this UPS package but we have UPS supervisors UPS driver (who by the way admitted his mistake) & UPS lost & found people trying to locate this packageIt still may be found but I went ahead & paid Mr [redacted] for value of package I regret that this mistake has occurredThank you

This is our initial response to this complaint confirming that we have received the message and are investigating and will have our response before the 10 day window expires.

While all the items were signed for by Mr. [redacted] at the time of delivery to the residence, we did initiate a tracing action regarding any items that were stated as missing in his inquiry to Mr. [redacted]. The items our driver Jamod found - prior to the claim being filed - were shipped back to the [redacted]'s. The claim that followed was settled based on the valuation option selected and in line with the documentation signed by Mr. [redacted]. As is stated both on the Inventories and the Bill of Lading, the signature confirms the items were received except as noted on the paperwork. The claim for missing or damaged items was settled based on the valuation selected, which covers the items that were noted as damaged or missing at the time of delivery. We review the inventories, the bill of lading and the performance confirmation sheet, which in this case had no exceptions noted. I believe that the claim has been settled in line with the contract and valuation selected. If the settlement rebuttal is not satisfactory, The Rights and Responsibility booklet provides a formal mean to resolving a dispute with us as movers.

[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:If JK Moving is saying..... As is stated both on the Inventories and the Bill of Lading, the signature confirms the items were received except as noted on the paperwork....I would like JK Moving to show me where on the documents I signed I acknowledged that the [redacted] Bed pump and box spring were not delivered.  I just don't get it.  Why is it so hard for JK Moving to accept that they did not deliver the bed pump and box spring.  As with their first response, they are not addressing the laundry list of issues I am making.  I would like JK Moving to address my list of questions, not state that because I signed the bill of lading that 100% of my belongings were delivered.  Their explanation makes no sense.  If I singed for 100% of my belongings being delivered, how is it possible that they went back and found three pieces of the [redacted] bed foundation?Also, how can the customer check what was being delivered when the driver just removed all items from the UHAUL truck and packed them on top of each other in my garage and living room.  The driver made it clear that he had another job waiting.  He laid out all of the paper work and requested that I signed them so he can get to his other job.  There was no time for me to check anything even if I wanted to.  JK Moving took an entire day in Maryland to pack my belongings into their tractor trailer, but no more than 4 hours to remove them from the UHAUL shuttle.  If JK Moving takes the position that their is no recourse for the customer after they sign for a delivery, then it is futile for the customer to even raise concerns about missing items. The driver did not follow their own policy - he did not set up my bed upon delivery.  Had he done so, he would have determined that the pump and box spring were missing.  I want JK Moving to address that and they are not.  This has nothing to do with me signing a Bill of Lading upon delivery.  It has everything to do with JK Moving not following their own policy, which they are not addressing in their response.
Regards,
[redacted]

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

To Revdex.com, ID# [redacted]On 12/29/15 My company was just wrapping up a busy christmas holiday shipping season. We shipped many items that day & when Mr. [redacted] came in my staff cordially helped him like we have been doing for the last 26 years. My company has a remarkable reputation here in Santa Fe....

The day was getting late as we were processing packages via UPS & to our disbelief, the driver for UPS inadvertenly took said package without our knowledge. We could not produce a tracking # because we had no record of it. We took responsibility for lost package & have tried extensively to find it. We have gone out of our busy days to help Mr. [redacted] find his package (at least 6 man hours total.) we have yet to locate this UPS package but we have UPS supervisors UPS driver (who by the way admitted his mistake) & UPS lost & found people trying to locate this package. It still may be found but I went ahead & paid Mr. [redacted] for value of package I regret that this mistake has occurred. Thank you

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: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]

Hello [redacted],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 2013 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.

[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]

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.

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

Dear [redacted],   Thank you for your response to our initial reply.  I’d like to address your additional concerns as stated in your rebuttal:   In reaching out to the foreman of the crew for services at origin, he does not recall the conversation about the storage facility.  Had he been aware of the request, he would have informed you of our policy.  We do not have any communication with storage facilities our customers secure – we just deliver the items to them.  The business relationship is between you, our customer, and the storage facility.  I sincerely apologize for the additional stress in finding another facility at the last minute.  I see no notes in our system that this detail was ever discussed with your move coordinator, Kellie Y[redacted], who could have advised you accordingly.  Please note that this was not an act of negligence by JK.    Overflow shipments are a commonality in the moving industry.  It’s not something that we like to do, as it causes extra expense for all involved, but sometimes it is a necessity, as in your case.  We apologize that your husband had to take additional time off to accept the overflow delivery on Saturday, 7/2.    Regarding the final delivery going to the wrong address, I am able to confirm that this was confirmed with Megan C[redacted], Kellie’s replacement, on 7/1.  According to another team member who called to check in with you on 7/2, she was able to confirm that the new delivery address was in our database, but that it must not have conveyed to the driver.  According to the call log, this did not affect the delivery on 7/2 and she notes that all was good at that point in time, 11:22 am.  To your complaint, you’re correct - this new address should have been conveyed to the driver so you didn’t have to wait for the additional time it took for him to get to the proper address.  We apologize for this delay.    It is always our goal to provide the best move possible for our customers.  We are sincerely sorry for not meeting your expectations on this move.  We value and appreciate your feedback – without it we cannot know how we can improve, so thank you very much.  We wish you all the best in your new home.    Tell us why here...

[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]

I spoke with Ms. [redacted] today both on 4/5/16 and today, 4/13/16, to discuss the refund of her deposit. I personally submitted the credit card refund for her on 4/6/16. Our accounting manager did say that they received the request and were processing it. We appreciate Ms. [redacted]'s patience as the...

refund is being processed.

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.

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.

[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.