Pack Ship & Mail

[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.

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...

[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]

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.

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...