R. Martin Painting

I have reviewed the file on this move and the claim settlement paperworkOur third party claims administrator has completed the claim settlement based on the guidelines as established for the particular contract by the militaryA portion of the claim settlement resulted in repairing specific items by a third partyThe repairs were completed in JanuaryThe remaining portion settled through direct reimbursement to the military memberOur corporate office mailed a check to the [redacted] residence on March With regard to the delay in the settlement process, I can only apologize for the length of time involved in settling this claimIt certainly was not our intention, as we make every effort to settle claims as quickly and efficiently as possibleThanks,Dan Daniel H***Vice President/G.M.Kloke Group – Fredericksburg

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID 12612478, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Timeline for your review of the poor service receivedNot only did we only move miles and I had more broken in this move than in the past TEN MOVES I have done Then the response time was horrible.September 9, sent in claimNovember 4, email sent to Jana, no responseNovember 13, Email sent asking if there was something missing since we were past the daysNovember 15, response from Jana saying things needed to still be fixed (after the days)December 12, call was made to repair crew, who had already done the work, who said they were paid and their part was completeEmail sent stating as suchDecember 13, Email from Jana asking for a picture of the damage on the wine rack, which was taken by Melvin a few days after our move in AUGUSTShe apologized for the delay and inconvenienceDecember 14, I sent in the pictureDecember 27, Email requesting resolution, no responseJanuary 3, email requesting resolution, no responseJanuary 5, email requesting resolution, no responseJanuary 29, Email from Jana saying it was approved and the list, email sent disputing table, email sent back from jana with resolution, email acceptingFebruary 16, Email from Amy stating the check would be sentFebruary 28, email from me requesting an update, no responseMarch 13, email from me asking again what the hold up could beEven with Revdex.com report and calling MCO.As you can see there was a failure in the system that did nothing to you, as a company ,but reduce the satisfaction of your customersThe continued apologies with no action is just that, no action Do better, be betterI, at this point, do not trust there is a check in the mailObviously there will be an opportunity to express our concerns during the survey but this has gone beyond the disregard for a customerRegards, [redacted] ***

In this particular case, the military awarded the move to a transportation service provider (TSP) by the name of Quality Moving and Storage LLC In turn, Quality Moving and Storage LLC contracted with a company called [redacted] (***) to handle the logistics of the move [redacted] engaged Kloke as the agent on the front end of the shipment only (other companies were involved in transporting the items across country and to their residence) ***, as the move manager representing the TSP, is responsible for not only the door-to-door management of the shipment but is also responsible for settling all claims and disputes with the ***s The ***'s should be working through [redacted] to resolve their complaint They should already have this contact information, however, for convenience purposes, ***’s phone number in Florida is [redacted] For reference, complaint resolution for this type of military move can be found in the Defense Transportation Regulations, Part IV, Chapter 401, Section G I’ve attached some of the language that can be found there: If the customer must file a FRV claim for loss or damage, the FRV claim against the TSP must be filed through DPSThe customer and the TSP will also negotiate a settlement through DPSThe TSP must pay, deny, or make an offer within days of receipt of a complete claim through DPSThe customer will have the ability to accept or reject the TSP’s offer on a line-by-line (item) basis(3) A DoD customer has the option to transfer his or her claim in DPS to the servicing Military Claims Office (MCO) after daysIn these instances the MCO pays the customer the depreciated value and then pursues the FRV claim with the TSPAfter settlement with the TSP, if the FRV settlement exceeds the amount paid by the MCO to the customer, the customer will receive the differencefInconvenience ClaimsIt is the TSP’s responsibility to pick up and deliver personal property shipments on the agreed-upon dates as reflected on the BLFailure to do so can cause serious inconvenience to the DoD customer and family, and can result in the expenditure of funds by the customer for lodging, food, rental/purchase of household necessitiesWhen necessary the customer will be advised to file their inconvenience claim directly with the TSP for out-ofpocket expensesThe PPSO/PPPO must caution the customer that out of pocket expenses must be reasonable and relate directly to relieving a definite hardship when establishing a householdWhen there is a dispute between the customer and TSP, the PPSO/PPPO must ensure the TSP has met its obligations IAW the Tender of Service (TOS) (Appendix B)If the TSP fails to comply with the requirements set forth, the PPSO/PPPO may forward the complete inconvenience claim details package with a recommendation to HQ SDDC for resolution

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
*** is the company we work with in regards with the claim, but the issue is that everything (even the police and ATF got involved) indicates that our shipment was lost specifically at the front end of the project - when Kloke took our stuff and failed to secure them correctly (a lot of damaged goods), as well as failed to ship half of them from VA to WA
Regards,
*** ***

If I could get an address for *** *** I would prefer to pay him directly and he can pay his lawn serviceIf you prefer to send your information directly to me, please email to *** Thank you very much

Mark B***, owner of the Kloke Group contacted me over the phone and we spoke about the complaint I had lodged to the Revdex.com. The Kloke Group did deliver my items to my new residence on May 19, 2017. I explained the situations I encountered while dealing with the Kloke Group to Mark and he
assured me that my experience was out of the ordinary and seemed to be on top of it. In summation, though my customer experience situation with the Kloke Group was not great, they did meet all contractual obligations

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action (making payment of $**) and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

I have reviewed the file on this move and the claim settlement paperwork. Our third party claims administrator has completed the claim settlement based on the guidelines as established for the particular contract by the military. A portion of the claim settlement resulted in repairing specific...

items by a third party. The repairs were completed in January. The remaining portion settled through direct reimbursement to the military member. Our corporate office mailed a check to the [redacted] residence on March 13. With regard to the delay in the settlement process, I can only apologize for the length of time involved in settling this claim. It certainly was not our intention, as we make every effort to settle claims as quickly and efficiently as possible. Thanks,Dan Daniel H[redacted]Vice President/G.M.Kloke Group – Fredericksburg

In this particular case, the military awarded the move to a transportation service provider (TSP) by the name of Quality Moving and Storage LLC.  In turn, Quality Moving and Storage LLC contracted with a company called [redacted]) to handle the logistics of the move. ...

[redacted] engaged Kloke as the agent on the front end of the shipment only (other companies were involved in transporting the items across country and to their residence).  [redacted], as the move manager representing the TSP, is responsible for not only the door-to-door management of the shipment but is also responsible for settling all claims and disputes with the [redacted]s.  The [redacted]'s should be working through [redacted] to resolve their complaint.  They should already have this contact information, however, for convenience purposes, [redacted]’s phone number in Florida is [redacted] For reference, complaint resolution for this type of military move can be found in the Defense Transportation Regulations, Part IV, Chapter 401, Section G.  I’ve attached some of the language that can be found there:  If the customer must file a FRV claim for loss or damage, the FRV claim against the TSP must be filed through DPS. The customer and the TSP will also negotiate a settlement through DPS. The TSP must pay, deny, or make an offer within 60 days of receipt of a complete claim through DPS. The customer will have the ability to accept or reject the TSP’s offer on a line-by-line (item) basis. (3) A DoD customer has the option to transfer his or her claim in DPS to the servicing Military Claims Office (MCO) after 30 days. In these instances the MCO pays the customer the depreciated value and then pursues the FRV claim with the TSP. After settlement with the TSP, if the FRV settlement exceeds the amount paid by the MCO to the customer, the customer will receive the difference. f. Inconvenience Claims. It is the TSP’s responsibility to pick up and deliver personal property shipments on the agreed-upon dates as reflected on the BL. Failure to do so can cause serious inconvenience to the DoD customer and family, and can result in the expenditure of funds by the customer for lodging, food, rental/purchase of household necessities. When necessary the customer will be advised to file their inconvenience claim directly with the TSP for out-ofpocket expenses. The PPSO/PPPO must caution the customer that out of pocket expenses must be reasonable and relate directly to relieving a definite hardship when establishing a household. When there is a dispute between the customer and TSP, the PPSO/PPPO must ensure the TSP has met its obligations IAW the Tender of Service (TOS) (Appendix B). If the TSP fails to comply with the requirements set forth, the PPSO/PPPO may forward the complete inconvenience claim details package with a recommendation to HQ SDDC for resolution.

I wanted to tell you that we have received our check. We called the Kloke group in the Richmond office and we talked to someone name [redacted], He didn't sound happy and he said he would personally take care of it him self. The problem seems to be in...

the Fredericksburg office. After leaving Numerous messages with Dan H and never got any calls back, [redacted] must have taken care of it because Dan H called the next evening. I just wanted to send you a courteous message to let you know and to thank you guys for helping us out. Have a happy new year and thanks again.   [redacted]

Please provide us with an estimate to repair the damage. Thank you.

Revdex.com:
I have received the request for an estimate to repair the rut in my lawn in relation to complaint ID 11977062.   My lawn service has advised me that topsoil, sod and labor for the repair will be...

$**. If the Kloke group would prefer to pay my lawn service directly, I have no objection.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID 12612478, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Timeline for your review of the poor service received. Not only did we only move 3 miles and I had more broken in this move than in the past TEN MOVES I have done.  Then the response time was horrible.September 9, 2017 sent in claimNovember 4, email sent to Jana, no responseNovember 13, Email sent asking if there was something missing since we were past the 60 daysNovember 15, response from Jana saying things needed to still be fixed (after the 60 days)December 12, call was made to repair crew, who had already done the work, who said they were paid and their part was complete. Email sent stating as suchDecember 13, Email from Jana asking for a picture of the damage on the wine rack, which was taken by Melvin a few days after our move in AUGUST. She apologized for the delay and inconvenienceDecember 14, I sent in the pictureDecember 27, Email requesting resolution, no responseJanuary 3, email requesting resolution, no responseJanuary 5, email requesting resolution, no responseJanuary 29, Email from Jana saying it was approved and the list, email sent disputing table, email sent back from jana with resolution, email acceptingFebruary 16, Email from Amy stating the check would be sentFebruary 28, email from me requesting an update, no responseMarch 13, email from me asking again what the hold up could be. Even with Revdex.com report and calling MCO.As you can see there was a failure in the system that did nothing to you, as a company ,but reduce the satisfaction of your customers. The continued apologies with no action is just that, no action.  Do better, be better. I, at this point, do not trust there is a check in the mail. Obviously there will be an opportunity to express our concerns during the survey but this has gone beyond the normal disregard for a customer. Regards,
[redacted]