ComplaintsforJB Moving Services Inc.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  JB Moving handled our move from ********* ** to ******** ** - by way of one year of our belongings being in storage in ***********, due to a flood that took place in our condo. The items finally arrived to our apartment in ******* in mid-November 2023. Upon our unpacking all items, we ended up having to claim $11,899.17 worth of our things with their insurance, due to the single most unprofessional packing/handling/transporting job I have ever personally witnessed - and I used to be a mover. Additionally, we didn't even claim most of the damaged items, because the extent, and the number of items, was so great and devastating, we simply let most of it go, although we did send dozens of photos just for their information. They threw fragile boxes around like a handful of dice, and they carried and threw down boxes with "This Side Up" notices written on them, turned in all directions, including upside down. We watched in horror as they destroyed our belongings right before our eyes. Once I put the claim in, my main contact (John R***** *** began to deny (1) his crew breaking things, (2) his crew being unprofessional, (3) his crew using bubble wrap to package things (which they did), (4) what is insurable and what is not, (5) our things being worth what they are worth, (6) any sort of responsibility whatsoever. And the clincher is that whilst John was the one who met me to give me a price quote, he WAS NOT THERE on the days of the moves, as he promised he would be - therefore, he could not, and DOES NOT, know how his crew behaved whilst with us and our things. John has since told us things that aren't true to get himself out of the responsibility of our claim, e.g. that his crew took a "before" picture of every SINGLE ONE of the THOUSANDS of items in our household, in order to compare them against their condition now. We have asked him for said pictures multiple, multiple times over, and he refuses to now deliver them to us. We know he doesn't have a leg to stand on.

  

  Business response

  04/02/2024

  We would like to clarify that this was not a standard moving job, it was an insurance & restoration driven job due to a flood and JB Moving was brought in as a 3rd party after the fact to remove the items and place them into storage.  This move began under duress to the shipper.  We were called in to move her property out of her home in ********* ** after the home had been impacted by an insured loss.  The shipper’s insurance company and restoration company hired JB to perform the move.  Goods were moved out of the apartment very quickly in order to permit the restoration company access for cleanup of the insured loss.  We suspect that JB Moving Services is being blamed for damages or loss that occurred in the original event or activity of the restoration company. Our crews are professional experienced movers that perform their jobs to the best of their abilities 6 days a week, they would not just “throw boxes around like a handful of dice” or “throw down fragile boxes improperly”. This is the first we are hearing about these allegations in over 5+ months after the move. We have been responding and communicating with our insurance company and have been actively following their direction and recommendation. While we thoroughly deny the accusations against our movers, we are empathetic to the unorthodox circumstances the customer had to go through with the insurance flood issues. We are properly going through the claims process. 

  Customer response

  04/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The things written here are untrue, and in a call with ***** ****** on Friday regarding this incident, this was revealed and verified.
  
  The person who wrote this BBB response falsely claims that JB Moving was hired by "the shipper's insurance company and restoration company" to perform the move. Well, which is it, my insurance company or my restoration company? Either way, this is not true. In fact, my insurance company obtained quotes from several moving companies, including JB, and I hired JB on my own to represent us, which I now regret deeply. 
  
  The person behind this response also falsely claims that "goods were moved out of the apartment very quickly in order to permit the restoration company access for cleanup", also not true. In fact, we scheduled the restoration company BASED ON the completion date that JB gave us, so if they rushed through our job, it was not because we asked them to, by any means.
  
  The person behind this response also falsely claims that "our crews are professional experienced movers that perform their jobs to the best of their availabilities 6 days a week." Well, this is confusing to me, because John R***** sent me an email on March 22nd 2024 that states, "The crew that handled your move into storage from ******** was terminated once we learned the details of your claim.  They did not handle this job the way JB Moving expects their crews to handle our clients.  At no point should you have felt this was rushed or that your move was handled unprofessionally." This is a direct admission of rush, breakage, loss, direct action taken upon their crew, GUILT! So why the pivot into NOT taking responsibility and deflecting responsibility onto us AFTER THE FACT? Makes no sense, except to say that they can't seem to get their story straight.
  
  The person behind this response also falsely claims, "This is the first we are hearing about these allegations in over 5+ months after the move." This is also not true. The very first email in a LONG chain of correspondence regarding this claim took place on November 13th 2023, from Cyndi D*******, which was the very same day that the movers brought our belongings to our apartment in *******, so I'm not sure what the motivation is behind a claim that they've heard nothing about this in 5+ months, when we have actual proof that isn't the case.
  
  At the end of the day, my phone call with Eddie H****** on Friday concluded with an agreement that they, combined with their insurance company (*********), would pay us a total of $8,976.17 - an amount that totals all but $1,121.00 of my claim, which is great. I would propose that they just go ahead and pay the remaining $1,121, and if they want to also back out of this, at the very least, someone at this company should be held accountable for 5+ months of heartache, labor and correspondence intended to harm our family.
  
  Sincerely,
  
  ****** ************

  Customer response

  04/08/2024

  The things written here are untrue, and in a call with ***** ****** on Friday regarding this incident, this was revealed and verified.
  
  The person who wrote this BBB response falsely claims that JB Moving was hired by "the shipper's insurance company and restoration company" to perform the move. Well, which is it, my insurance company or my restoration company? Either way, this is not true. In fact, my insurance company obtained quotes from several moving companies, including JB, and I hired JB on my own to represent us, which I now regret deeply. 
  
  The person behind this response also falsely claims that "goods were moved out of the apartment very quickly in order to permit the restoration company access for cleanup", also not true. In fact, we scheduled the restoration company BASED ON the completion date that JB gave us, so if they rushed through our job, it was not because we asked them to, by any means.
  
  The person behind this response also falsely claims that "our crews are professional experienced movers that perform their jobs to the best of their availabilities 6 days a week." Well, this is confusing to me, because John R***** sent me an email on March 22nd 2024 that states, "The crew that handled your move into storage from ******** was terminated once we learned the details of your claim.  They did not handle this job the way JB Moving expects their crews to handle our clients.  At no point should you have felt this was rushed or that your move was handled unprofessionally." This is a direct admission of rush, breakage, loss, direct action taken upon their crew, GUILT! So why the pivot into NOT taking responsibility and deflecting responsibility onto us AFTER THE FACT? Makes no sense, except to say that they can't seem to get their story straight.
  
  The person behind this response also falsely claims, "This is the first we are hearing about these allegations in over 5+ months after the move." This is also not true. The very first email in a LONG chain of correspondence regarding this claim took place on November 13th 2023, from Cyndi D*******, which was the very same day that the movers brought our belongings to our apartment in *******, so I'm not sure what the motivation is behind a claim that they've heard nothing about this in 5+ months, when we have actual proof that isn't the case.
  
  At the end of the day, my phone call with Eddie H****** on Friday concluded with an agreement that they, combined with their insurance company (*********), would pay us a total of $8,976.17 - an amount that totals all but $1,121.00 of my claim, which is great. I would propose that they just go ahead and pay the remaining $1,121, and if they want to also back out of this, at the very least, someone at this company should be held accountable for 5+ months of heartache, labor and correspondence intended to harm our family.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩