Timberline Construction Group, LLC

Complaint: [redacted] I am rejecting this response because:I most definitely requested a 9am appointment I specifically stated to Debbie that the window of time was from 9am - 5pm For you not to see that or complain I did not make my appointment for that time is not accurateErika called me the day before and stated the confirmed start time would be 12:30pm and I immediately started to complain I was on the phone with her for more than ten minutes discussing the fact that I had made an appointment at 9am and to now say 12:30pm was extremely concerning considering the window of time I had She stated that they scheduled another job before mine and that was it She also stated that I needed to understand and factor in traffic etc There was no concern toward the initial fact of my schedule appointment Only what they could do...a real sort of deal with it attitudeNo there was not enough time for my size job They did not move the total number of boxes listed because there was not enough time to do so Breaking down a crib, and bed along with using the elevators, with one that was not operational which I stated prior to the appointment No there was not enough time When I asked Erika what happens when the other building shuts us down due to time...then what She could not provide an answer or resolve As result of the rush job items were broken because boxes were thrown in a quick manner without careful attention as to direction boxes were suppose to face There was no offer to come back the next day, as stated previously and as you supposedly already knew, moving on a Saturday is prohibited So that was not an option of resolve The crew member did not explain anything to me I explained to him the mess of time and he said he would do his best, and he knew nothing about my concerns He said he got a call from dispatch, rolled out of bed and came to work He was more concerned with making sure I signed papers and paid, those were the things he explained And said he would do his bestI don't believe you are sorry And since that option to supposedly help me the next day was not presented nor an option based on the conversation I had with both Debbie and Erika I don't no how you would of known what I wanted If you were sorry for the inconvenience a would of received a phone call I would of received the owner's contact information, I would of receive a phone call back from Erika Its so unfortunate that you all are able to confirm and negate information so easily by phone when I know for sure what discussed and stated was the total opposite of the service received I have never experienced treatment from a company like this ever Regards, [redacted] ***

[redacted] is the contact person here in NY that New Jersey Transport picked up the household goods from [redacted] was our contact person for the delivery in [redacted] was notified as to when the items left NY and headed to CA, she stated please contact [redacted] [redacted] as well she will be there to accept the delivery, and I reach out to her as wellWhen phoned [redacted] phone number we got voicemail left a message stating delivery will be within 5-6days driver and myself will call with a better delivery window in 3daysSeeing it is a 4-5day drive for the driver from NY-CAWe got no return call from [redacted] Driver then arrives to attempt delivery and still can not get ahold of [redacted] we left messages and so did the driver, then after a week she calls asking where is the delivery that was when we find she was on vacation that week, the driver had no choice but to place in storage seeing we were unable to reach our contact person who will be the one to pay final bill and sign paperworkThe extra fee was for the storage and redelivery feeWe New Jersey Transport was never told she will be taking a vacation at such an such time, we were told the 1st day there are available for delivery and we set up everything accordingly based off the information that was provided to us

Complaint: [redacted] I am rejecting this response because: 1) It completely omits the week process of the customer attempting to get a hold of someone at NJ transport BEFORE the vacation occurredIt also ignores the scheduled deliveries that never happened without any notice to the customer.2) It is incoherent and barely makes grammatical sense.3) It uses full names of customers, which will later be posted online Regards, [redacted] *

[redacted] responded, and here is what he had to saySee below.We tried to offer him the $knowing when filling a claim he would only receive $200.00-$He filed his claim and the balance they are settling with is $ From: S [redacted] Sent: Wednesday, November 23, 2:PMTo: 'Erica'Subject: RE: letter See you in court

Complaint: [redacted] I am rejecting this response because:Please do not close this complaint The moving Company has sent me to their insurance company I do not know if this is just another tactic on their part, or if they are sincerely trying to resolve this issue I have tried to get an answer to that question and received no response from either the insurance company or NJ Transport, inc I have sent all the files to the insurance company and am awaiting their response I think they knew that you would close the complaint and they probably hoped that I would not know that (I didn’t), so PLEASE keep it open a little longer so that I might find out what offer they might make Anything less than 100% of what I had to spend to fix what they damaged will not be accepted Regards, [redacted]

Complaint: ***
I am rejecting this response because:
The "settlement" was for the insurance only - this did not address the way the move was
handled The constant date and time changes, the lack of professionalism, and the entire delivery process was awful I had a $deductible for the insurance, and it cost me over $to purchase the policy My complaint surrounds how unprofessional and painful the company was, and the fact that I paid for a professional move and did NOT receive it
Regards,
*** ***

This is New Jersey Transport responding to the complaint made by *** *** We moved *** *** and *** *** from Philadelphia, PA to *** *** *** *** ** ***, or *** *** were very happy with the services that was provided to them and nothing but good things to say about how
everything went so great with their loading here in PAMr*** and *** *** both have a copy of our contract and it was signed by *** *** it clearly explains how payment is to be made to New Jersey TransportAlso sales rep, and customer services clearly explain the delivery spread and the form of payments we accept here at New Jersey Transport*** *** was the main contact person throughout the move not *** *** *** *** by mistake got the remaining balance of the move that was to be paid by cash, or postal money order upon delivery in a cashiers check made out to himselfNew Jersey Transport was unable to accept that form of payment seeing he made it out to himself, we could not even deposit this checkWe clearly explained this to *** *** he apologized for his misunderstandingThe driver at delivery explained as did New Jersey Transport we are unable to hold the truck for the 7-business days that it would take for the funds to clear in *** ***'s bank we have to make other deliveries that were on the driver's trip*** *** and MsMclean had no other way of paying for the move until the funds cleared in the bank, this is when the driver had to place the items in storageWhen the funds became available, New Jersey Transport booked a ticket for one of their top drivers to fly out to AZ, rent a truck and get the shipment delivered as soon as possible seeing that the local agent was looking at weeks before they could deliver seeing it was the peak of the busy season for the moving companiesWe went over and beyond to get *** ***, and *** *** household goods to them and get them settle in their new homeWe New Jersey Transport feel the entire move would of went smooth and they would of be very happy if the misunderstanding of the check being made out to the shipper and not the company never happened

Complaint: ***
I am rejecting this response because:
My items are missingMy living table is broken in three piecesMy Persian rug is missingMy cushion to my outdoor swing is missing, my kitchen trash can is missing, my computer table is brokenHow do you deliver a table spilt into three pieces? My headboard is completely split down the middleI have pictures of everythingI have a list of the items on their paperworkI am making a claim of theft with my insurance companyThings are damagedIt is a disgrace for $7,I want to be reimbursed for the items NOW?
Regards,
*** ***

[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 *** and expect that NJ Transport will continue to look extremely hard for the items, especially the suitcase filled with every one of my lifetime keepsakes and picture albums In the future, I also want compensation for the suitcase itself, the air mattress and the stress I feel with this very personal loss of my memories I am not ready to file the claim for reimbursement just yet as I want the search to continue
Thank you,
*** ***

[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 ***, and find that this resolution is satisfactory to meI received a check for $for my damage and loss after filing this claim, perhaps as a direct resultThe case can be closed now. (The $for scratched floor wasn't a check for me but for the owner of my rental property so I can neither confirm nor deny that was received.)
Regards,
*** *** ***

We are sorry for the inconvenience, and did everything we can to accommodate the customerWhen the customer filed her claim, and was offered a very small amount and this was based off the insurance that the customer signed off on when booking her moveNew Jersey Transport Incthen offered
to make things right, and keep the customer happyThe customer had a scratch on the wood floor in the master bedroom, which New Jersey Transport sent a check to customer in the amount of $for the repairs, and then we sent a second check in the amount of $for the broken bar stool, and the missing photographWe truly felt we did what the customer was requesting and wanted to be sure to help the situation and come to an agreement

Thank you for taking the time to tell us about your experience with New Jersey Transport IncAfter reviewing your file I do see at the time of booking your move with your sales rep, you put a request in for a 9am start because at both of your locations for pick up and delivery the elevators are
only available between 9am-5pmYour sales rep did place them notes into your chart and let you know she will place the request with our dispatch department, however we will not know the confirmed start time until the day before the move dayWhen confirming with the customer the day before the move that her crew will be arriving between 12-2pm she was then upset because she made plans in the afternoon to do personal things and wanted it done 1st thing in the amWe then explained to her based off the items she provided to us at the time of booking her move we will have plenty of time to complete her size job in the time frame we have with the elevatorsWhen the crew arrived to the customers home she had a lot more items then what was told to usNew Jersey Transport crew leader then explained to her we will complete everything on her inventory list we have and then we will take anything she needs to be moved that she will not be able to on her own, even thought the items where not on our list we want to be sure to help as much as we can in the time frame we have for the elevatorsNew Jersey Transport moved all the large items and the items that the customer needed to be moved to her new home to allow her to be comfortable and able to sleep thereI am sorry you feel we did not complete your move however we did offer to come back out to help with the extra items that we were not aware of but seeing we would have to charge you this was not something you wantedAgain we are very sorry for the inconvenience this may have caused to you

We apologize to *** for any inconvenience that she may have hadWe are in the transport industry and just as *** is a customer we have hundreds moreIt is very difficult to be in contact with all our clients on a day to day basis and give then ETA all the timeWhen we book the job we express
the delivery time frame that it may take from the first ready dateAlthough it is possible that Hiccups occur on the way and yes not always is it pleasant to hear different answers all the timeBut as for moving things happen that are not in our controlIt is possible to give a date for delivery and then a truck break down and we have to change those datesSometimes several timesConsumers need to understand that it is not easy to answer calls a day every few days with clients asking for their belongingsI wish sometimes that we were able to snap out fingers and customers receive the shipment as quick as they wantIn this case the delivery time frame is 3-business day and we definitely were within that timeHonestly we were unaware that a complaint was filed and it is a shame as we do like to handle things first in anyway possible to bypass a complaintI am aware now that *** does have a claim to file regarding damages and for this we are awaiting to receive claim forms filed with photos proving the damages so that we can handle asapAgain we apologize for any inconvenience that *** feels has be made and we will address all issues asapAt this time we see this complaint as closed

This claim as been closedCustomer had purchased additional valuation with her move and filed the claim and they settled with her already

We apologize for the inconvenience and for the distress this may have caused youI understand the disappointment you must have felt when you realized that you were missing these two itemsI can reassure you we are doing everything we can to locate the two items you are claiming to be missing
out of your shipmentWe have made contact with the driver, and the three other shippers that were on the truck with your shipmentWe are waiting for them to get back to usWhen speaking with the driver regarding the missing suitcase and him making the statement that they had the suitcase but not the air mattressThey had a suitcase on the truck however it was not the missing suitcase you are claiming based off the description given to the driverAfter several threats made by the shipper demanding the driver to return these two items or elseThe driver felt it was best to call customer service and report the shippers concernsWe contacted the shipper the following day and then began to start the searchI can understand the shipper was very upset and not hearing we have the items, so now feels as if we were not doing our part to help resolve the issue but I can reassure you we are, and strive to make each and every one of our shippers happy and very stratified with our services Delivery Issues: I can understand the frustration on being told your items will be delivered by Tuesday or Wednesday, then receiving a call saying we apologize but the driver will be delivery next week do to the truck breaking down and was placed in the shop for repairsWe went and sent another truck driver from CO to meet with the driver that was broken down and had him pick up the trailerThe two drivers did the trailer swap, meaning your items were never off loaded and reloaded to another carrierWe wanted to be sure to follow company contract and delivery within the to business days Again, we apologize for any inconvenience this might have caused., and we appreciate your business and will make every effort to locate the missing items that are being claimed missing, and will resolve this issueThank you

Complaint: [redacted]
I am rejecting this response because:1. I most definitely requested a 9am appointment.  I specifically stated to Debbie that the window of time was from 9am - 5pm.  For you not to see that or complain I did not make my appointment for that time is not accurate.2. Erika called me the day before and stated the confirmed start time would be 12:30pm and I immediately started to complain.  I was on the phone with her for more than ten minutes discussing the fact that I had made an appointment at 9am and to now say 12:30pm was extremely concerning considering the window of time I had.  She stated that they scheduled another job before mine and that was it.  She also stated that I needed to understand and factor in traffic etc.  There was no concern toward the initial fact of my schedule appointment.  Only what they could do...a real sort of deal with it attitude.3. No there was not enough time for my size job.  They did not move the total number of boxes listed because there was not enough time to do so.  Breaking down a crib, and bed along with using the elevators, with one that was not operational which I stated prior to the appointment.  No there was not enough time.  When I asked Erika what happens when the other building shuts us down due to time...then what.  She could not provide an answer or resolve.  As result of the rush job items were broken because boxes were thrown in a quick manner without careful attention as to direction boxes were suppose to face.4.  There was no offer to come back the next day, as stated previously and as you supposedly already knew, moving on a Saturday is prohibited.  So that was not an option of resolve.5.  The crew member did not explain anything to me.  I explained to him the mess of time and he said he would do his best, and he knew nothing about my concerns.  He said he got a call from dispatch, rolled out of bed and came to work.  He was more concerned with making sure I signed papers and paid, those were the things he explained.  And said he would do his best.6. I don't believe you are sorry.  And since that option to supposedly help me the next day was not presented nor an option based on the conversation I had with both Debbie and Erika I don't no how you would of known what I wanted.  If you were sorry for the inconvenience a would of received a phone call.  I would of received the owner's contact information, I would of receive a phone call back from Erika.  Its so unfortunate that you all are able to confirm and negate information so easily by phone when I know for sure what discussed and stated was the total opposite of the service received.  I have never experienced treatment from a company like this ever. 
Regards,
[redacted]

Thank you for taking the time to tell us about your experience with New Jersey Transport Inc. After reviewing your file and the call in notes that were recorded in your file, I can see you was given a estimate from New Jersey Transport Inc. for 250cft, and I also see the notes, and spoke to your...

sales rep. When you called in you and your sales rep went over all the details for your move to [redacted] you stressed the fact to her that you was given an estimate from another moving company [redacted] and it was for 400cft, then you gave a list to your sales rep and explained how your public storage is set up and you feel there is no way you have that much stuff. That is why you was given a quote from New Jersey Transport Inc. of 250cft. At the time of loading our driver who has 20 plus years of experience could see just by looking at it that it was more then 250cft. That is why before they even started he wanted to discuss the additional charges with you, and there is when you allowed them to load your stuff, then when it came time to sign all paperwork you was not agreeing to the extra fee for the extra cft of your shipment. Our driver then stated we can not continue to take your items if you are not going to pay for the service and the space your items are taking up in the truck. The three large boxes that we sold to you, was because there were a lot of items that were loose and needed to be packed in a box in order to be loaded onto the truck and keep it from getting damaged. The cubic foot that your items took up in the truck was 410cft. remember ([redacted] the other company said was 400cft) The extra charge was for the extra cft  your items took up in the truck. Yes you called in to complain the next day and was demanding money off. We did go ahead  and took off $255.00 off your bill. You then would call in demanding your stuff be delivered ASAP!!!! So we sent it out on a truck and then you called in stating you couldn't take your delivery you had to fly home for a death in the family and we understand that, and we are working with you and having the driver hold it on his truck with NO EXTRA charge to you until you return after the 13th of October when you wanted the delivery on 9/24/2017. So we feel we have been nothing but fare far from crooks. At this point we feel we have been nothing but fare and understanding.

We offered the customer $500.00 he refused. The shipper chose the basic valuation  .60 per lb. per article for his move. If the shipper was to file the claim he would be looking at $30.00 to $40.00 for the mirrors. We offered to pay $500.00 towards the repairs. As far as the items being...

wrapped with cardboard and bubble wrap, that is the proper way for packing to protect the glass. Did the customer see the items on the truck before they came into the home? The items could have been unwrapped, meaning removing the moving pads before bringing the items into the home.  I wish the customer would have called us immediately when he is claiming the driver refused to give him a copy of all delivery paperwork, and reported the items to us that day that these items were damaged. We were not aware of this and we would have made sure this took place at the time of delivery. We are looking to settle with the customer and reimburse him $500.00 towards his disputed amount.

[redacted] is the contact person here in NY that New Jersey Transport picked up the household goods from. [redacted] was our contact person for the delivery in [redacted] was notified as to when the items left NY and headed to CA, she stated please contact [redacted]...

[redacted] as well she will be there to accept the delivery, and I reach out to her as well. When phoned [redacted] phone number we got voicemail left a message stating delivery will be within 5-6days driver and myself will call with a better delivery window in 3days. Seeing it is a 4-5day drive for the driver from NY-CA. We got no return call from [redacted]. Driver then arrives to attempt delivery and still can not get ahold of [redacted] we left messages and so did the driver, then after a week she calls asking where is the delivery that was when we find she was on vacation that week, the driver had no choice but to place in storage seeing we were unable to reach our contact person who will be the one to pay final bill and sign paperwork. The extra fee was for the storage and redelivery fee. We New Jersey Transport was never told she will be taking a vacation at such an such time, we were told the 1st day there are available for delivery and we set up everything accordingly based off the information that was provided to us.

Complaint: [redacted]
I am rejecting this response because:Please do not close this complaint.  The moving Company has sent me to their insurance company.  I do not know if this is just another tactic on their part, or if they are sincerely trying to resolve this issue.  I have tried to get an answer to that question and received no response from either the insurance company or NJ Transport, inc.  I have sent all the files to the insurance company and am awaiting their response.  I think they knew that you would close the complaint and they probably hoped that I would not know that (I didn’t), so PLEASE keep it open a little longer so that I might find out what offer they might make.  Anything less than 100% of what I had to spend to fix what they damaged will not be accepted.
Regards,
[redacted]