Pack Ship & Mail

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 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 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...