ComplaintsforKrupp Moving and Storage, LLC

• Initial Complaint

  06/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  [[BBB TRANSCRIPTION VIA OH AG COMPLAINT ID # ******* ON 6/6/2024]]The const. said she moved from **** to *** on July 23, 2022, and hired a moving company to move them, in addition she purchased insurance through their company. The constituent sent up to 65 emails regarding $13,000.00 in damages. The insurance company said they will not award anything.NO ATTORNEY Krupp Moving and Storage *************************** ***** ********** Moving ****** Services **********************************************. ***** ************

  

  Business response

  06/12/2024

  Date of move July 22, 2022.  Claim received April 20, 21, 2023, 2 days short of the nine month deadline for submitting a claim.  On June 6, 2024, 14 months after our denial in full, they Lockers have filed a BBB complaint.
  
  Nearly 9 months to the day following the move the following was noted within our determination;
  
  3 days prior and again the following day 2 days prior to the claim submission deadline of April 23, 2023, the Shipper emailed an incomplete claim submission consisting of twenty seven (27) emails dated April 20, 2023 followed by forty (40) emails dated April 21, 2023 for a total of 67 emails.
  
  The 67 emails consisted of  300 photographs unlabeled as to the item and the damages claimed as instructed within the claim package. 
  
  The Shipper claimed over 160 items damages of the 210  items moved. 
  
  Of the 160 plus items claimed all boxes were Packed By Owner, an exception to recovery.
  
  Furthermore, additional items claimed were also exclusions to recovery and/or items reflecting pre-existing, normal wear and tear condition, also an exception to recovery.
  
  With respect to the photographs all unidentified the photographs did not reflect, support and/or establish the Shippers claim of crushed, disfigured, crammed, punctured and/or broken items.
  
  Boxes were unpacked and repacked and/or reflected empty boxes and/or altered photos as to contents.
  
  Many of the photographs clearly reflected inherent vice, pre-existing, normal wear and tear condition or inexplicably no damages at all.
  
  In conclusion, nearly 9 months to the day following the move, there simply wasnt any evidence to reflect, support and/or establish move related damages to silk and/or dried flowers and/or the contents of any PBO boxes altered within multiple photographs.
  

  Customer response

  09/11/2024

  To the Better Business Bureau:
  
  We have been dealing with my wifes health since our move.  We both are asking for you to reopen our claim.
  
  This is in response to the 6/12/24 response from Krupp Moving and Storage.
  
  The claim was received two days before the nine month deadline, as my wife went into renal failure and I was the only one available to go through and unpack all of our belongings.  There were still boxes I wasnt able to unpack by the nine month out of state deadline, but I respected their deadline and sent in what I was able to detail and find.
  
  We have continued to deal with my wifes ongoing health issues, and I am her only care giver.  We, as time permitted, contacted various lawyers.  Their advice to us was to contact you, BBB, and the ************************.  After reviewing the information, the attorneys felt we had a very viable case.  We contacted both and the ************************ deferred us to your office.
  
  I sent the 67 emails to the insurance company, along with as much information as I was able to collect.  Many items were given to us or inherited, for which we were not able to produce date of purchase, or amount of purchase.  Im assuming that is what they mean by incomplete claim submission.  These things were not pointed out to us when we paid almost $1,000 for insurance.  The insurance company called less than an hour before the movers arrived to sell us the insurance.  We were not happy with the timing of the call, but we felt we needed to move forward with the insurance, even though Krupp had indicated to us earlier that they were insured.  Therefore, it was absolutely pointless to purchase the insurance. 
  
  All of the emails were identified and damages or breakages were noted on a spreadsheet, coordinating to each email with pictures.  Numerous hours were spent collecting appraisals and other information regarding the damaged or broken items.  These facts were requested by the insurance company and Krupp.
  
  There were more than 400 items/boxes moved, not the number noted.
  
  Of the 160 damaged items noted, not all boxes were Packed By Owner.  If they noted that all boxes were Packed by Owner, that is not correct information.  I personally packed or oversaw the boxes that were Packed By Owner, and can identify which boxes were or werent.  I can show pictures of the boxes that the company packed where wreathes were crammed in with other items and misshaped or ruined.  We were told that each wreathe would be individually packed and boxed.  A Waterford Chandelier and a Capodimonte Chandelier that were both professionally packed prior to our move, were clearly marked FRAGILE DO NOT SET ANYTHING ON TOP OF THESE BOXES.  We found one box crammed in the bottom of a wardrobe box that had collapsed, with heavy items and other boxes on top.  The value of these chandeliers, which were both broken, have now been devalued.  There are no replacement parts for the arms, that were broken on the Waterford Chandelier, that could be found in the ** or ********  How many boxes do they say they packed versus what they say were Packed By Owner?
  There was also a 2 foot tall Fitz and ***** Santa Clause that was broken.  I sent a picture of the box with the original price tag on it.  It was purchased for $350.00 and given to us by my wifes mother as a gift.  
  
  Additional items claimed did not reflect pre-existing, normal wear and tear conditions.  The 5 round Italian marble top of our table left our home in pristine condition.  They packed it in a vault to store it.  When the opened the vault, someone was not paying attention and allowed the marble to roll out and it shattered in their facility in *******, *****  When it arrived at our home, the truck driver showed me the remnants wrapped in moving blankets.  I took a picture of it, as the truck driver would not allow me to open the wrapped remnants.  The truck driver is also the one who told me how it got broken and told us to claim it.  The only option to replace the 5 foot Italian marble top is to order one from ******   It is obvious how much the cost of the  replacement would be.  The pendulum on our ****** ****** Grandfather ***** was also damaged, and we have yet to find someone who could order a new one or fix it, if thats even possible.  We keep excellent care of our furniture and valuables.  Most all of our furniture did not have normal wear and tear, and many items were refinished before we moved.  We take great pride in keeping everything in pristine condition.
  
  The tv stand, which a leg was broken off, the same truck driver was to repair when he returned the second week with the additional items.  They could not bring everything all at once, as the company did not have enough trucks to bring everything all at once.  When he returned, he did not bring equipment to repair the tv stand and told us to claim it, as well.  A large chunk out of our dining room table and chair is not considered normal wear and tear.  Other furniture had been dented and scratched, especially our Baby Grand Piano, of which they took pictures of before moving it out of our home in *****  In addition, there was an upcharge in gas when the delivery was made.
  
  What more evidence do they need to reflect, support damages to silk and dried flowers?  They did not pack them as we were told they would.  My picture of a wreathe stuffed in a gun cabinet which caused the wreath to now be oval not round, or my pictures of wreathes stuffed in boxes with other items that were packed by their team is not sufficient evidence?
  
  I took pictures of boxes as I opened them, especially the boxes packed by Krupp.
  
  We were extremely disappointed with the negligence and attitude of both the insurance company and Krupp in trying to resolve our claim.  The moving coordinator ****, was surprised to hear there were issues when contacted to see about our claim.   Yet, he was the one who started the claim process two weeks after our move.
  
  We sincerely appreciate your time and effort to look into this matter to aid us in recouping our losses.
  
  **** & *** ******

  

  Business response

  09/19/2024

  Good Afternoon,

  We have a new company handling the claims. Can you please send over the information that was sent to the claims department? It can be emailed to ******************* Once I receive all the information I will review the claim and get back to you.

  Thanks,

  ***** ********

• Initial Complaint

  05/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Krupp Movers showed up at our home in Ohio stinking of weed, packed our things, and stored them for 2 months. Upon delivered our items to our new home in Connecticut; they were unable to put our beds together because of missing parts, left a broken coffee table, ripped our sectional, and somehow got black streaks on our pottery barn sectional and headboard. On top of that 2 of the guys walked off the job and left me to help unload. It has been a week and the beds are still in piece and our furniture is ruined.

  

  Business response

  06/13/2024

  We have tried reaching out and working with *** * **** ******* in regards to their move. *** ******* has been difficult to work with, refusing to submit requested information in order to process the claim. We had a company come out and repair the beds & coffee table on 6/9/24. Since the start of the claim, *** * **** ******* have been asked to provide full photo's of any damaged items and receipts for when & where the items where purchased. I do belive that *** ******* has mixed up the fact that there are 2 different people named ***** that worked for Krupp Moving & Storage at that time. One worked for the claims division and myself as the office manager of the Columbus location. *** ******* has sent multple nasty emails to me and I do believe he doesn't realize that their is 2 different people with the same name who worked for Krupp at the time of his move. I did attempt to explain this to *** *******. *** ******* volunteered his time to help with the last part of his move for the items going into his storage unit which was a last minute decision on his part. We hired labor to help with the unload at his home in CT and they were not asked to help with the storage unit as this again was a last minute change. No one forced *** ******* to help with anything during his unload or load.  *** ******* first called me when the truck arrived and seemed to be aggitated from the start as the first thing he said was that he had full valuation coverage and he knows that his stuff has been damaged before anything had been removed off the truck and that we will have to pay up. To date we are still trying to get the neccesary information to help get his claim settled. **** ******* has stated that she will involve his company if they do not get what they want. They are asking for $11,000 when the move was $10,660.88. We don't feel that they are entitled to the amount that he is demanding. He is and continues to be extremely rude to the current claims person who is trying to handle the claim & hasn't to date submitted what has been requested from the ********. Multiple phone calls from *** * **** ******* always stating that they have full valuation coverage and it's time to pay up. The only other items that he is claiming are damage to a couch which he refuses to let us have someone come & try to clean it, scratches on a white cabinet in his sons room, scratches on a bike that he wants replacedand, and a lamp. This does not warrent $11,000.00. *** ******* was asked just 2 days ago to submit full pictures and receipts only to ignore the request and stating that he does not have receipts for anything that he purchased as well as he only sent one picture of part of the couch that only has the info and tags on it not the actual damage that he has stated. We are continuing to try to work with *** * **** ******* on this sensitive situation to date.

  Please see the attached email chains and receipts for the furniture repair.

  

  Business response

  06/13/2024

  We also wanted to state that on May 22, 2024 our claims rep reached out to *** ******* by email & phone to get the beds reapaired and setup only to be told that they would not be available for someone to come out and do the repairs until the 1st week of June. We have agin requested pictures and receipts for the items that they claiming is damaged and *** ******* response was that he has full valuation & now it's time to pay up. He is basically refussing to submit what we are requesting. This is something that is done with every claim pictures & receipts. I have attached 2 screenshots of the past week communications.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Krupp Movers packed up our belongings in ********, ** and moved things into our new house in *******, ****. We were packed up the week of October 23, 2023 and our belongings arrived on October 27, 2023 in *******. Moving things out of our house, they gouged two door frames and scratched our wooden stairs. When we began to unpack our belongings in *******, we were shocked at how things were packed and we have a lot of damaged and missing items. We started taking pictures to document the packing and have taken a picture of all damaged missing items or stated what is missing. One missing item was a brand new set of tools my husband bought to give as a give that was still in the box. The box arrived but the tool case inside was missing. The replacement value or repair value of our missing or damaged items is $1600 We've gone through the claims process with this company and it is outsourced. The outsourcing company has been very rude and keeps denying our photo documentation. We last submitted photos on 1/5 and was told they would work on it and I was not to bother them for 180 days because the claim would probably take this long. Meanwhile, we have broken and damaged items from this company that we cannot repair or replace. The last time we moved, (with another company from ******* to **), only a vase was broken and they gave us replacement value on the vase within 24 hours. I've read similar claims about this company on BBB and that all claims are denied. Please help us to fix or replace the items that are damaged. I can provide photos, replacement and repair documentation on the damaged items, and all contact I have had to get my items repaired or fixed with this company.

  

  Business response

  02/08/2024

  [BBB transcription via email, see attachment]
  
   
  
   
  
  In the interest of clarity, the Shipper’s complaint shall remain in black, Krupp Moving ****; Storage, (Carrier)
  response shall reflect in blue.
  
  
  Customer Complaint
  
  
  Krupp Movers packed up our belongings in ********, ** and moved things into our new house in *******,
  ****. We were packed up the week of October 23, 2023 and our belongings arrived on October 27, 2023 in
  *******. Moving things out of our house, they gouged two door frames and scratched our wooden stairs.
  When we began to unpack our belongings in *******, we were shocked at how things were packed and we
  have a lot of damaged and missing items. We started taking pictures to document the packing and have
  taken a picture of all damaged missing items or stated what is missing. One missing item was a brand new
  set of tools my husband bought to give as a give that was still in the box. The box arrived but the tool case
  inside was missing. The replacement value or repair value of our missing or damaged items is $1600 We have
  gone through the claims process with this company and it is outsourced. The outsourcing company has
  been very rude and keeps denying our photo documentation. We last submitted photos on 1/5 and was told
  they would work on it and I was not to bother them for 180 days because the claim would probably take
  this long. Meanwhile, we have broken and damaged items from this company that we cannot repair or
  replace. The last time we moved, (with another company from ******* to **), only a vase was broken and
  they gave us replacement value on the vase within 24 hours. I have read similar claims about this company on
  BBB and that all claims are denied. Please help us to fix or replace the items that are damaged. I can
  provide photos, replacement and repair documentation on the damaged items, and all contact I have had to
  get my items repaired or fixed with this company.
  
  
  In the interest of factual clarity please find herein our response.
  
  
  Moving Claim Services (MCS) provides claim resolution services for Krupp Moving ****; Storage.
  
  
  The outsourcing company has been very rude and keeps denying our photo documentation. We last
  submitted photos on 1/5 and was told they would work on it and I was not to bother them for 180 days
  because the claim would probably take this long.
  
  Unfortunately, the Shipper’s account is wholly inaccurate.
  
  
  The Shipper repeatedly emailed incomplete claim information to Moving Claim Services. Photographs
  were missing, descriptions of damages were incomplete, photos were unidentified, the age of items and
  receipts were not provided, etc…
  
  
  Within an email dated December 21, 2023 we requested for the 2 nd time the following information;
  
  
  “With respect to our conversation this morning, 10:02 a.m., the spreadsheet does not identify the age of the
  items claimed.  In addition, you did not provide receipts and manufacturer’s labels for the items claimed.
  With respect to the photographs, they are too small to identify the damages claimed.  Photographs must be
  attached in JPEG format to an email.  This will require you to send multiple emails.
  
  
  Should you have any questions, please feel free to contact me.”
  
  
  Within an email dated December 23, 2023, the Shipper emailed 11 emails and 81 photographs all
  unidentified.
  
  
  Within an email dated January 12, 2024, Moving Claim Services emailed to the Shipper the following;
  
  
  “Thank you for contacting Moving Claim Services.
  
  
  As explained within our conversation on Tuesday, January 9, 2024 we have received your emails.  We will
  advise.
  
  
  On December 23, 2023 we received 11 emails and 81 photographs all unidentified.
  
  
  On January 5, 2024 we received 13 emails, 75 photographs and 75 descriptions of photographs.
  
  
  We have received your 24, emails, 156 photographs, 75 descriptions of photographs and a spreadsheet.
  
  
  We may request additional information.  We will advise.”
  
  
  Within an email dated January 25, 2024, Moving Claim Services emailed to the Shipper the following
  claim acknowledgement;
  
  
  “Dear Mr. ****; Mrs. ******;
  
  
  Thank you for contacting Moving Claim Services.
  
  
  We are in receipt of your recent claim filing concerning your move with Krupp Moving ****; Storage and are
  in the process of reviewing the information you submitted. 
  
  
  As a reminder, please do not discard any packing materials, cartons or damaged items listed on your claim
  form until the resolution of this claim has been concluded. 
  
  
  As a further reminder, the repairs of items and/or property and/or the purchase of replacement items will
  not be honored without pre-approved written consent. 
  
  
  Federal law provides Carriers 120 days to respond to a claim submission.  If after 120 days, we have not
  reached a resolution, a 60 day extension is provided. 
  
  
  Should we determine the need to extend our review of the claim beyond 120 days we will provide written
  notice via email.
  
  Your claim and photographs were received within multiple emails beginning December 19, 2023,
  December 23, 2023, January 5, 2024 and January 11, 2024.
  
  
  As outlined within our email dated January 12, 2024, we have received your 24, emails, 156 photographs,
  75 descriptions of photographs and a spreadsheet.
  
  
  Due to high call volume, we are unable to provide any status or update throughout the claim resolution
  process.
  
  
  We may request additional information.  We will advise.”
  
  
  Regrettably, the Shipper’s complaint to the BBB “keeps denying our photo documentation” wherein the
  age of the item, mfg. labels and/or photos were either missing and/or photos were too small to view and/or
  damages and photos were not identified at all and “I was not to bother them for 180 days” a statement
  never implied and/or written, is entirely untruthful and unmistakably disingenuous towards a staff who’s
  only aim was to assist the Shipper in providing an entire and complete claim submission.
  
  
  The Shipper’s claim is in progress. Moving Claim Services will have a claim settlement to the Shipper on
  or before July 11, 2024.
  
  
  We trust this response has fully addressed this unfortunate and wholly misleading narrative.

  Customer response

  02/09/2024

   I am rejecting this response because:

  We have done everything we were asked to do.  Originally, we submitted all of our photos with descriptions on a word document and that was rejected.  We were told just to email the pictures so we did that for our second submission.  Our second submission was just the photos because I had already explained everything on the the word document.  We were told these had no descriptions so we sent a third set of pictures that had the the number of the picture matched to the description of it through email.  All brand information, age of the item, replacement information is in the excel spreadsheet that I sent to the company.  I also submitted all of this information to BBB to see.  As for receipts, who keeps a receipt once they have owned an item for a few weeks?!?  We owned these items and took care of them......the age does not matter.  The pictures show things that were in good condition and are broken from the move.  We also have items that are missing from the move.  

  I have done everything I have been asked to do to receive compensation.  The last time I called, I was told not to call.  So, I email the middle of January I emailed to ask if everything was submitted properly, and I was told they would advise me if they needed more information.  I have not heard anything.  I simply want to replace or repair my missing items that were affected by this move.  I have had four major moves in my life and this in the only time I have experienced this amount of damage and treatment by a company.

  I have submitted all of my emails to show that I have done everything I have been asked to do.  Again, I simply want the items fixed or replaced.  I hired this company in good faith, paid the price for their service with no issue, did everything I was supposed to do to be prepared for their arrival, and have submitted everything I have been asked to the claims department.
  
  

  
  

  

  Business response

  02/16/2024

  [BBB transcription via email, see attachment]

   

  With respect to your email dated February 14, 2024 concerning Mr. and Mrs. ****** (Shipper), complaint
  #********* please find herein Krupp Moving & Storage’s (Carrier) additional response to the Shipper’s
  additional complaint.

  
  In the interest of clarity, the Shipper’s complaint shall remain in black, Krupp Moving & Storage, (Carrier)
  response shall reflect in blue.

  
  Customer Complaint

  
   I am rejecting this response because:
  We have done everything we were asked to do.  Originally, we submitted all of our photos with
  descriptions on a word document and that was rejected.  We were told just to email the pictures so we did
  that for our second submission.  Our second submission was just the photos because I had already
  explained everything on the word document.  We were told these had no descriptions so we sent a third set
  of pictures that had the number of the picture matched to the description of it through email.  All brand
  information, age of the item, replacement information is in the excel spreadsheet that I sent to the
  company.  I also submitted all of this information to BBB to see.  As for receipts, who keeps a receipt once
  they have owned an item for a few weeks?!?  We owned these items and took care of them......the age does
  not matter.  The pictures show things that were in good condition and are broken from the move.  We also
  have items that are missing from the move.  

  
  I have done everything I have been asked to do to receive compensation.  The last time I called, I was told
  not to call.  So, I email the middle of January to ask if everything was submitted properly, and I was told
  they would advise me if they needed more information.  I have not heard anything.  I simply want to
  replace or repair my missing items that were affected by this move.  I have had four major moves in my life
  and this in the only time I have experienced this amount of damage and treatment by a company.

  
  I have submitted all of my emails to show that I have done everything I have been asked to do.  Again, I
  simply want the items fixed or replaced.  I hired this company in good faith, paid the price for their service
  with no issue, did everything I was supposed to do to be prepared for their arrival, and have submitted
  everything I have been asked to the claims department.
  
  In the interest of factual clarity please find herein our response.

  
  Regrettably, the Shipper’s additional complaint to the BBB is again misleading. Please see our detailed
  response to the BBB dated February 7, 2024 which addresses this matter in full.

  
  The Shipper’s claim is in progress. Moving Claim Services will have a claim settlement to the Shipper on
  or before July 11, 2024.

  
  Thank you.

  Customer response

  02/16/2024

   I am rejecting this response because:  The communication from Krupp's Claim Department is putting us off for 6 months.  I have been living with my broken and damaged items that I cannot do anything about since October 27, 2023.  When I have had to deal with my car insurance company, responses are immediate.  When I had to file a claim with my home owners insurance the response was immediate.  I am being pushed off with legalize and no help from this company.  In reading reviews, this is how the company operates in hopes that the customer will just go away.  I'd like my things replaced or repaired and waiting five more months for this to happen seems unreasonable.  I have never had an issue like this with insurance claims or with any company before.
  
  
  

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 14 2023 we used this company to move to our new home. The day began well but by days end we were disgusted by the workers. We paid an additional fee to move a grandfather clock which got damaged in the move. We are still waiting for them to repair it. None of the 7 workers noticed then knocked the end caps off a set of metal bunkbeds leaving raw metal on new vinyl floors in addition they lost part of the black bolts holding said beds together and just used silver that they had and never told us. The legs to a sectional were removed then lost they found them when we called to ask.bed support slats were on place when they disassembled the beds but not put back when they reassembled the beds. They left a reclinerbin 2 pieces. We had to chase them as last truck was leaving to insist they assemble that chair. Labeled boxes were not put in appropriate rooms. Food was specifically ask to be in the house boxes Labeled but it was left in garage Numerous calls. Staff laughing at us when we sought resolution. We would never recommend this company. They are not dependable they fabricate resolution but it never happens. The guy who initially broke the clock said on the day of the move that he ordered the part and would return Tuesday to repair it.

  

  Business response

  09/12/2023

  [BBB transcription via email, see attachment]

   

  According to the Contract Bill of Lading the Shipper is required to file a claim with the Carrier. To date,
  the Shipper has not filed a claim preventing the Carrier from addressing the Shipper’s concerns.
  Complicating the matter is the Carrier does not have a record of a ******* *******.

  
  Ms. ******* may reach out directly to the Claims Director, Ms. ****** M. ********* at
  ********************************* for assistance.

  Customer response

  09/14/2023

  Convenient Krupp does not recognize the name.

  Ask them to try

  TERRY/TERENCE ******* 

  Update we had to contact the company general mngr Bill Alt

  His employee was mandated to  actually bring the parts to us aug 30.

  The part for the grandfather clock was incorrect and obviously did not resolved our issue

   

   

   

   

   

  

  Business response

  09/18/2023

  [BBB transcription via email, see attachments]

   

  As outlined within our response dated September 12, 2023,

  
  According to the Contract Bill of Lading the Shipper is required to file a claim with the Carrier. To date,
  the Shipper has not filed a claim preventing the Carrier from addressing the Shipper’s concerns.

  
  Ms. ******* may reach out directly to the Claims Director, Ms. ****** M. ********* at
  ********************************* for assistance.

• Initial Complaint

  01/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Krupp Moving and storage to move furniture and boxes (the boxes were packed by us). The move was approximately 5 miles, and was supposed to take approximately 8 hours. Charges were to be billed on an hourly basis. Our concerns/frustrations are around: 1) The fact that the time to move took significantly longer than expected, which resulted in us paying additional hourly charges for the moving crew (above and beyond what was quoted by Krupp and other moving companies). 2) The professionalism of the crew. There was arguing and descent amongst the crew which led to efficiency loss and damage to our belongings. 3) Damages done to our belongings that Krupp refuses to accept full responsibility for. 4) Lost property that Krupp refuses to accept any responsibility for. 5) Timeliness of resolution to a claim that was filed. 6) Integrity of the company denying that they were informed of above mentioned damages and losses when we have text transcripts indicating otherwise and also spent over an hour speaking with who we thought was there crew lead after the move at which time we pointed out all of the damage that was done to our property. 7) Lack of clarity on documentation that was signed upon delivery. We were never given a chance to put in writing the issues that we had, but have since been informed that we were deceived into signing paperwork that stated we had no issues due to rushing and pressuring of the crew lead.

  

  Business response

  01/03/2023

  With respect to your email dated January 3, 2023 concerning complaint #********, Mr. **** ******* (Shipper) please find herein our response.  For clarity the Shipper’s complaint shall remain in black, our response in blue.

   

  We hired Krupp Moving and storage to move furniture and boxes (the boxes were packed by us). The move was approximately 5 miles, and was supposed to take approximately 8 hours. Charges were to be billed on an hourly basis. Our concerns/frustrations are around: 1) The fact that the time to move took significantly longer than expected, which resulted in us paying additional hourly charges for the moving crew (above and beyond what was quoted by Krupp and other moving companies). 2) The professionalism of the crew. There was arguing and descent amongst the crew which led to efficiency loss and damage to our belongings. 3) Damages done to our belongings that Krupp refuses to accept full responsibility for. 4) Lost property that Krupp refuses to accept any responsibility for. 5) Timeliness of resolution to a claim that was filed. 6) Integrity of the company denying that they were informed of above mentioned damages and losses when we have text transcripts indicating otherwise and also spent over an hour speaking with who we thought was there crew lead after the move at which time we pointed out all of the damage that was done to our property. 7) Lack of clarity on documentation that was signed upon delivery. We were never given a chance to put in writing the issues that we had, but have since been informed that we were deceived into signing paperwork that stated we had no issues due to rushing and pressuring of the crew lead.

   

  In the interest of factual clarity please find herein Krupp Moving & Storage, Columbus (Carrier) response.

   

  1. The fact that the time to move took significantly longer than expected, which resulted in us   paying additional hourly charges for the moving crew.

   

  According to the Carrier’s Estimated Cost of Services the following notice was provided;

   

  I understand that the above is an estimate only, and that final amount may be different.

   

  The Shipper acknowledged and agreed to the terms regarding an estimate vs the actual costs as evident of the Shipper’s signature.

   

  According to the Carrier the Shipper’s date of move was March 31, 2022.  The Shipper never provided notice to the Carrier within the last nine months with respect to any issues regarding additional hours.  The Shipper paid in full for the moving services requested and received.

   

  According to the Shipper’s claim submission the Shipper did not provide notice to the claim’s department with respect to any issues regarding additional hours despite the claim instructions that read as follows;

   

  Should your claim concern matters other than loss and/or damage kindly complete the top portion of the claim form, sign the second page and detail your issues within a separate document. 

   

  Nine months after the date of services and a few hours after the Carrier denied the Shipper’s claim for replacement value of items the Shipper was not legally entitled to the Shipper filed a complaint with the BBB for “additional hours”.

   

  2. The professionalism of the crew.

   

  According to the Carrier the Shipper never provided notice to the Carrier within the last nine months with respect to any issues regarding the crew. 

   

  Nine months after the date of services and a few hours after the Carrier denied the Shipper’s claim for replacement value of items the Shipper was not legally entitled to the Shipper filed a complaint with the BBB for “professionalism of the crew”.

   

  3. Damages done to our belongings that Krupp refuses to accept full responsibility for.

   

  To the contrary, irrespective of the fact that no exceptions were noted at the time of delivery and there were some concerns as to the validity of the claimed transit related damages the Carrier accepted full responsibility and provided consideration for all the damaged items claimed at the Carrier’s maximum legal liability of $.60/lb. per article.

   

  4. Lost property that Krupp refuses to accept any responsibility for.

   

  According to the Contract Bill of Lading the Shipper received all of his items as acknowledged and agreed as evident of the Shipper’s signature.

   

  According to the Carrier the Shipper never once provided any notice to the Carrier with respect to any missing items.  The Carrier was not provide their rightful and lawful opportunity to search for the missing items as claimed.  In addition the items were packed by owner…an exception to recovery. 

   

  By any reasonable standard the Shipper should have emailed the Carrier regarding missing items providing a full description of each.  Unfortunately, the Shipper did not provide any notice to the Carrier.  Two months following the move within an email the Shipper claimed approximately $500.00 in missing items that they never made the Carrier aware of. 

   

  More importantly the items were Packed by Owner (PBO) an exception to recovery of which the Shipper acknowledged and agreed as evident of this signature.

   

  Federal law requires Movers to carry Shippers at a maximum, legal liability of $.60/lb. per article.  Unfortunately Mr. ******* never elected additional coverage for his move.  The Claims Director personally contacted him and he declined.

   

  The claim was settled this day January 3, 2023 at the Carrier’s legal liability of $.60/lb. per article.  This prompted the Shipper to file a complaint with the BBB this day January 3, 2023 for all of the aforementioned…none of which was expressed at the time of service, none of which was expressed within any emails to the Carrier and none of which was expressed within the claim submission to the claims department.

   

  Following the filing of the BBB complaint the Shipper emailed the Carrier this day January 3, 2023 stating the following;

   

  “I am about to leave as many bad reviews as possible for Krupp on every platform I have available to me”

   

  Unfortunately, the subjective and often inaccurate weaponizing of social media posts is a constant for all businesses. 

   

  The coverage is representative of the opportunity available for resolution.  Whereas additional coverage was not purchased the benefit of such including repair and/or replacement can neither be offered nor provided.  Therefore, the Shipper’s request for the replacement of items not documented at the time of delivery and not reported in writing to the Carrier is respectfully denied.

   

  No Carrier shall be responsible nor held liable for loss and/or damage two months after delivery wherein the items were not in the care, custody and control of the Carrier.

   

  The Shipper had an opportunity to purchase additional coverage.  The Shipper declined.  The claim was settled accordingly.

   

  We trust our response has fully addressed the Shipper’s complaint.

  Customer response

  01/04/2023

   I am rejecting this response because:
  
  

  1. There was no resolution offered other than what has already been presented by Krupp's 3rd party claims agent.
  2. Krupp has not contacted me directly about the issues.  I have asked on multiple occasions for someone from Krupp management to contact me to discuss our concerns with the move.  
  3. I am very frustrated that Krupp is denying the fact that we alerted them of the issues in a timely fashion.  I notified my contact (*** *******) the day of the move regarding concerns about how the move was going.  I also spent over an hour going over all of the damages that we observed the day of the move to ******** (whom I thought was the supervisor/manager of the crew).  I also texted *** the next day letting her know that we were missing a box.  I will provide more detail in the attached document.
  4. The response does nothing to address the professionalism of the crew.  Again, I verbally communicated with ******** my concerns over how the crew behaved.  He agreed that it was unacceptable and eluded to the fact that he had observed some things that would be addressed.  
  5. At the end of the day, I hired Krupp to move my furniture from point A to point B, free of damage.  While I understand that accidents happen, the care that was taken with our furniture was not what I would expect from a local family owned business that prides themselves on customer service.  I realize that carriers are required to carry insurance to cover mishaps, but I feel that Krupp is defaulting to that as their argument on how they settle damage claims.  At the end of the day, we have four pieces of heirloom quality furniture that were damaged.  In talking with the Amish furniture store where we bought the pieces, the damage will cost at least $1000 to repair properly.  And to boot, the availability of craftsmen to complete the repairs is limited.

  At the end of the day, I would like Krupp to provide us with a reasonable settlement for us to repair the damaged items and replace our lost items.  And I would also like someone from the Krupp Management team to acknowledge that this is not how they strive to do business.  

  
  

  Thanks,

  
  

  ****

  
  

• Initial Complaint

  12/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Krupps Moving lacks professionalism and integrity. After hiring them for a residential move, and having a terrible experience, I filed a claim with their claims service. A short version of the claim is below: -They charged my credit card on file without my authorization. -They overcharged me for labor (3 hours = $555 value). -They did not apply the military discount they promised ($192 value). -Their staff was high on marijuana, pulled down internet cables in the neighborhood and were unprofessional in their responses to these issues. -The movers were very young and inexperienced in moving and I personally did much of the move myself because they were unable to disassemble my furniture. -They were horribly inefficient in packing a moving truck and were unable to fit in 2 trucks what we had previously fit in 1. -They were hours late to pickup and delivery. -Upon arrival, the inside of the moving trucks looked like a junk yard with our household goods strewn about, not packaged, etc. -They damaged and/or did not deliver $1500 worth of furniture and household goods including a large box of tools/equipment. The claims service did not initially respond to the calls I made on 6/21/2022, but Krupps charged my credit card without signature authorization. In August, the claims service repeatedly promised resolution of the discount by the end of August, and of the entire claim within 90 days. I have contacted the claims service consistently to check on the status of the claim. We have now reached 184 days since the move and more than 120 days since officially opening the claim. The claims service has become unresponsive to my calls and emails. In their last response, the claims service said that they were waiting for Krupps management to respond to my claim. In their unauthorized transaction, Krupps charged me $2531.82. They owe me a refund of $2247 from the above claim.

  

  Business response

  01/03/2023

  With respect to your email dated January 3, 2023 concerning complaint #******** Ms. ****** ******
  (Shipper) please find herein our response. For clarity the Shipper’s complaint shall remain in black, our
  response in blue.

  
  Krupps Moving lacks professionalism and integrity. After hiring them for a residential move, and having a
  terrible experience, I filed a claim with their claims service. A short version of the claim is below: -They
  charged my credit card on file without my authorization. -They overcharged me for labor (3 hours = $555
  value). -They did not apply the military discount they promised ($192 value). -Their staff was high on
  marijuana, pulled down internet cables in the neighborhood and were unprofessional in their responses to
  these issues. -The movers were very young and inexperienced in moving and I personally did much of the
  move myself because they were unable to disassemble my furniture. -They were horribly inefficient in
  packing a moving truck and were unable to fit in 2 trucks what we had previously fit in 1. -They were hours
  late to pickup and delivery. -Upon arrival, the inside of the moving trucks looked like a junk yard with our
  household goods strewn about, not packaged, etc. -They damaged and/or did not deliver $1500 worth of
  furniture and household goods including a large box of tools/equipment. The claims service did not initially
  respond to the calls I made on 6/21/2022, but Krupps charged my credit card without signature
  authorization. In August, the claims service repeatedly promised resolution of the discount by the end of
  August, and of the entire claim within 90 days. I have contacted the claims service consistently to check on
  the status of the claim. We have now reached 184 days since the move and more than 120 days since
  officially opening the claim. The claims service has become unresponsive to my calls and emails. In their
  last response, the claims service said that they were waiting for Krupps management to respond to my
  claim. In their unauthorized transaction, Krupps charged me $2531.82. They owe me a refund of $2247
  from the above claim.

  In the interest of factual clarity please find herein Krupp Moving & Storage, Columbus (Carrier) response.

  They charged my credit card on file without my authorization

  The Shipper contracted for moving services with the Carrier. The Shipper provided her credit card number
  and signed a credit card authorization on June 15, 2022, 11:24 a.m. Exhibit A

  They overcharged me for labor (3 hours = $555 value)

  The Shipper had more household goods inventory than disclosed to the Carrier. Additional inventory
  requires additional time resulting in additional charges.
  
  The Shipper did not email the Carrier with respect to any overcharges following the date of moving
  services.

  The Shipper did not report an overcharge of labor within her narrative dated August 9, 2022 to the claims
  department.

  The Shipper did not claim an overcharge of labor within her claim submission dated August 9, 2022 to the
  claims department. Exhibit B

  The Shipper paid in full for all services requested and received.

  They did not apply the military discount they promised ($192 value).

  Not only did the Carrier apply a military discount of $328.59 towards the final balance…Exhibit C
  the Carrier provided an additional military discount of $154.43 within the claim settlement dated January 3,
  2023 much more than the Shipper expected. Exhibit D

  Their staff was high on marijuana, pulled down internet cables in the neighborhood and were
  unprofessional in their responses to these issues. -The movers were very young and inexperienced in
  moving and I personally did much of the move myself because they were unable to disassemble my
  furniture. -They were horribly inefficient in packing a moving truck and were unable to fit in 2 trucks what
  we had previously fit in 1. -They were hours late to pickup and delivery. -Upon arrival, the inside of the
  moving trucks looked like a junk yard with our household goods strewn about, not packaged, etc.
  

  To the contrary, within the Shipper’s narrative dated August 9, 2022 the Shipper writes;

  “On a positive note the moving crews were otherwise upbeat and professional in our interactions”

  They damaged and/or did not deliver $1500 worth of furniture and household goods including a large box
  of tools/equipment.

  The claim form listed a broken sofa only and established the Shipper’s complete and entire claim as evident
  of the Shipper’s signature…Exhibit B.

  The claim form did not list any missing items.

  The Shipper never emailed the Carrier with respect to any missing items including but not limited to tools
  and/or equipment. Unfortunately, the Shipper was not provided their rightful and lawful opportunity to
  search for the missing items as claimed.

  There were over 100 packed by owner boxes all contents unknown, method of packing unknown, value
  unknown, etc… The photographs clearly reflected used boxes simply not packed properly.

  The Carrier cannot be responsible nor held liable for improperly packed by owner boxes nor the integrity of
  used boxes.

  There simply isn’t any evidence to suggest a box of tools was missing with a reported, unsubstantiated
  value of $350.00 that was never reported to the Carrier following the moving services.

  With respect to the broken sofa the Shipper did not elect additional coverage. The Carrier’s maximum
  legal liability is $.60/lb. per article at a maximum settlement of $120.00.

  However in the interest of customer service the Carrier extended additional consideration in the amount of
  $679.99 for a total claim settlement of the sofa of $799.99 more than generous beyond their legal
  requirement.
  
  They owe me a refund of $2247 from the above claim.

  The Shipper’s request of $2,247.00 is unsubstantiated, was not even requested within the Shipper’s
  complete and entire claim submission and wholly and respectfully denied.

  We trust our response has fully addressed the Shipper’s complaint.

  Customer response

  01/03/2023

   I am rejecting this response because:
  
  Each rebuttal is leaving out critical information. 

  The credit card authorization was made on 6/15/2021 but I did not sign the authorization on 6/21/2021. I was specifically counseled by the moving supervisor to NOT sign the authorization on 6/21/2022 until we had worked out the billing issues with his manager. This step never happened and therefore my credit card was not authorized to be charged. 

  I was overcharged 3 hours of labor. The form (attached) shows 6 hours of labor but 9 hours were charged on that form. I did report this overcharge in my claim on August 9. 

  I had exactly what was listed on the inventory, not more as Krupps claimed. 

  The military discount was reflected on one form but not the second which was why I requested for it to be applied to both days of labor.

  Complimenting an upbeat attitude does not negate all the other issues we had with the moving crews. To be clear, the competency of the crews was unsatisfactory. Their staff was high on marijuana, pulled down internet cables in the neighborhood and were
  unprofessional in their responses to these issues. -The movers were very young and inexperienced in
  moving and I personally did much of the move myself because they were unable to disassemble my
  furniture. -They were horribly inefficient in packing a moving truck and were unable to fit in 2 trucks what
  we had previously fit in 1. -They were hours late to pickup and delivery. -Upon arrival, the inside of the
  moving trucks looked like a junk yard with our household goods strewn about, not packaged, etc.

  I reported the missing items in the original claim (see page 3 of "Krupp Complaints", originally submitted on August 9, 2021. I also reported numerous broken household items in this same document). The exact verbiage re: the missing items is below: 

  "Missing Goods - The following goods were not delivered to us:
  ? 3 Step Ladder - Missing upon delivery. A different ladder that didn’t belong to us
  (w/ a different colored sticker) was offered to us but we sent it back with the crew;
  $50 value.
  ? Box of tools including but not limited to a circular saw and impact wrench; $350"
  value.

  The claim settlement for the sofa is acceptable given the irreparable damage to the sofa.

  The carrier said, "The photographs clearly reflected used boxes simply not packed properly." On the contrary, the photographs in the document "Krupps Complaint" reflect that the boxes were simply not packed properly in the truck (see pages 6 and 8 specifically). 

   

  

  Business response

  01/09/2023

  [BBB transcription, see attachment]

  January 9, 2023
  

  BBB of Akron
  Attn: Ms. ******** ********
  222 W Market Street
  Akron, OH 44303
  

  Re: Ms. ****** ******, Case #********
  

  Dear BBB;
  

  With respect to your email dated January 5, 2023 concerning complaint #******** Ms. ****** ******’s
  (Shipper) rebuttal response please find herein the Carrier’s 2nd response. All of these statements were
  clearly addressed within the first response. We will reiterate the Carrier’s responses.
  

  For clarity the Shipper’s complaint shall remain in black, our response in blue.
  

  Shipper’s Rebuttal Response
  

  The credit card authorization was made on 6/15/2021 but I did not sign the authorization on 6/21/2021. I
  was specifically counseled by the moving supervisor to NOT sign the authorization on 6/21/2022 until we
  had worked out the billing issues with his manager. This step never happened and therefore my credit card
  was not authorized to be charged. 
  

  The Credit Card Authorization is unquestionably clear. The Shipper signed the Credit Card Authorization
  on 6/15/22.
  

  I was overcharged 3 hours of labor. The form (attached) shows 6 hours of labor but 9 hours were charged
  on that form. I did report this overcharge in my claim on August 9. 
  

  The Shipper had more household goods inventory than disclosed to the Carrier. Additional inventory
  requires additional time resulting in additional charges.
  

  The Shipper did not email the Carrier with respect to any overcharges following the date of moving
  services.
  

  The Shipper did not report an overcharge of labor within her narrative dated August 9, 2022 to the claims
  department.
  

  The Shipper did not claim an overcharge of labor within her claim submission dated August 9, 2022 to the
  claims department.
  

  The Shipper paid in full for all services requested and received.
  
  I had exactly what was listed on the inventory, not more as Krupps claimed. 
  

  Please see prior response.
  

  The military discount was reflected on one form but not the second which was why I requested for it to be
  applied to both days of labor.
  

  The Shipper received in full the balance due of the courtesy military discount as reflected within the
  Shipper’s claim settlement of which the Shipper omits from this additional commentary.
  

  Complimenting an upbeat attitude does not negate all the other issues we had with the moving crews. To be
  clear, the competency of the crews was unsatisfactory. Their staff was high on marijuana, pulled down
  internet cables in the neighborhood and were unprofessional in their responses to these issues. -The
  movers were very young and inexperienced in moving and I personally did much of the move myself
  because they were unable to disassemble my furniture. -They were horribly inefficient in packing a moving
  truck and were unable to fit in 2 trucks what we had previously fit in 1. -They were hours late to pickup and
  delivery. -Upon arrival, the inside of the moving trucks looked like a junk yard with our household goods
  strewn about, not packaged, etc.
  

  The Carrier disputes the Shipper’s assessment of the crew two months after the date of services in an
  attempt to substantiate an overcharge of 3 hours.
  

  The Shipper paid for the services in full and providing in writing to the Carrier the crew was
  “professional”.
  

  I reported the missing items in the original claim (see page 3 of "Krupp Complaints", originally submitted
  on August 9, 2021. I also reported numerous broken household items in this same document). The exact
  verbiage re: the missing items is below: 
  
  

  "Missing Goods - The following goods were not delivered to us:
  ? 3 Step Ladder - Missing upon delivery. A different ladder that didn’t belong to us
  (w/ a different colored sticker) was offered to us but we sent it back with the crew;
  $50 value.
  ? Box of tools including but not limited to a circular saw and impact wrench; $350";
  value.
  

  The claim form did not list any missing items. Two months after the moving services the Shipper claimed
  missing items.
  

  The Shipper never emailed the Carrier with respect to any missing items including but not limited to tools
  and/or equipment. Unfortunately, the Shipper was not provided their rightful and lawful opportunity to
  search for the missing items as claimed.
  

  There simply isn’t any evidence to support and/or establish the items were missing and/or missing as a
  result of the moving services two months after the date of services.
  

  The claim settlement for the sofa is acceptable given the irreparable damage to the sofa.
  

  The carrier said, "The photographs clearly reflected used boxes simply not packed properly." On the
  contrary, the photographs in the document "Krupps Complaint" reflect that the boxes were simply not
  packed properly in the truck (see pages 6 and 8 specifically). 
  
  The Carrier respectfully disagrees. The Shipper did not document at the time of delivery any crushed
  and/or mishandled boxes as a result of the moving services.
  

  We trust our 2 nd response has fully addressed the Shipper’s rebuttal response.
  

  Sincerely,
  

  ****** *. *********, CCA, CMC
  Senior Claims Director
  Moving Claim Services
  ************ cell
  www.movingclaimservices.com
  P.O. Box 3  Malden, MA  02148
  Office Hours
  Monday-Friday 7:00 a.m.-6:00 p.m. EST

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Krupp Moving in ********* **** for my move on July 5, 2022. Everything went smoothly until moving day on the 5th. My estimate was for a four-hour move. It took the three movers four hours and 45 minutes to complete the move. I understand this was an estimate so I was prepared to pay however long it would take to finish my move-in. However, in this instance, I was not satisfied with how the hourly rate was calculated. The extra 45 minutes could have been avoided. The ramp on the moving van got stuck - I saw them try to fix it for 15 minutes while waiting at my new apartment. In addition, the moving crew did not have the correct tools to remove the legs from my couch. They did not have the right screwdriver. This caused a 30-minute delay as they tried to figure out what to do - they even asked me if I had a butterknife to assist them, which did not work. At the end of move, when I asked them about taking that extra time off from the estimate and keeping it to four hours, I was told that that they could not do it because of "the way the app works - it automatically keeps time and cannot be changed." They told me that if I had any questions, to contact the office, which is what I did the very next morning. Since July 6, I have detailed records of trying to reach someone to assist me with my complaint and I have not heard anything back. I tried sales, their website, the person who assisted with my move - nothing. No response. They sent a standard email back, not to my reply, but just a general email about how my move went and I responded. It has been three months and no one has replied. I would like the cost of the extra 45 minutes refunded back on my card due to the fact that it was not my problem the truck malfunctioned, and that the correct tools were not on hand. If you, or Krupp Moving, need my detailed emails or any other information, I am happy to share all correspondence. Thank you for your consideration.

  

  Business response

  10/13/2022

  [BBB Transcription via Email]

  From: ***** ********* <*****************************>
  Date: Thu, Oct 13, 2022 at 12:57 PM
  Subject: **** ********** *** *** ** ** ********* *********, Carrier Response
  To: Better Business Bureau <*****************>
  
  
  Dear BBB of *****;
  
   
  
  With respect to your email below dated October 6, 2022 concerning complaint #********, Mr. *** ********* please find attached our response.
  
   
  
  Kindly confirm receipt of our response to your email dated October 6, 2022.
  
   
  
  Sincerely,
  
   
  
  ****** ** ********** **** ***
  
  Moving Claim Services
  
  ************ cell
  
  ***************************
  
  **** *** *  ******* **  *****

  

  Business response

  10/13/2022

  [BBB Transcription via Attachment]

  October 10, 2022
  
  BBB of *****
  Attn:  Ms. ******** ********
  *** * ****** ******
  ****** ** *****
  
  Re:  *** *** *********, Case # ********
  
  Dear BBB;
  
  With respect to your email dated October 6, 2022 concerning complaint # ********, Mr. *** ********* please find herein our response.  For clarity Mr. *********** (Shipper) complaint shall remain in black, our response in blue.
  
  The details of this matter are as follows:
  
  Complaint Involves:
  Repair Issues
  
  Customer’s Statement of the Problem:
  I hired Krupp Moving in ********* **** for my move on July 5, 2022. Everything went smoothly until moving day on the 5th. My estimate was for a four-hour move. It took the three movers four hours and 45 minutes to complete the move. I understand this was an estimate so I was prepared to pay however long it would take to finish my move-in. However, in this instance, I was not satisfied with how the hourly rate was calculated. The extra 45 minutes could have been avoided. The ramp on the moving van got stuck - I saw them try to fix it for 15 minutes while waiting at my new apartment. In addition, the moving crew did not have the correct tools to remove the legs from my couch. They did not have the right screwdriver. This caused a 30-minute delay as they tried to figure out what to do - they even asked me if I had a butterknife to assist them, which did not work. At the end of move, when I asked them about taking that extra time off from the estimate and keeping it to four hours, I was told that that they could not do it because of "the way the app works - it automatically keeps time and cannot be changed." They told me that if I had any questions, to contact the office, which is what I did the very next morning. Since July 6, I have detailed records of trying to reach someone to assist me with my complaint and I have not heard anything back. I tried sales, their website, the person who assisted with my move - nothing. No response. They sent a standard email back, not to my reply, but just a general email about how my move went and I responded. It has been three months and no one has replied. I would like the cost of the extra 45 minutes refunded back on my card due to the fact that it was not my problem the truck malfunctioned, and that the correct tools were not on hand. If you, or Krupp Moving, need my detailed emails or any other information, I am happy to share all correspondence. Thank you for your consideration.
  
  Desired Settlement:
  Billing Adjustment
  
  
  
  In accordance with the terms and conditions of the contract Bill of Lading the Shipper is required to complete a claim form with respect to issues concerning the move.
  
  A claim package will be emailed today. 
  
  Sincerely, 
  
  ****** ** ********** **** ***
  Moving Claim Services
  ************ cell
  ***************************
  **** *** *  ******* **  *****
  
  Office Hours 
  Monday-Friday 7:00 a.m.-6:00 p.m. EST
  
  
  

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They damaged handmade native american bust and clay shaker. scratched a Tv, damaged a wall, Broke my kindle, lost the firestick plug, lost a charger for my fitbit, lost the remote for my electric scooter. Left material at the old house I had to move myself. packed food with dirty dishes.

  

  Business response

  09/21/2022

  [BBB Transcription via Email]

  ContactUs
  Attachments
  Tue, Sep 20, 12:21 PM (20 hours ago)
  to me
  
  Dear BBB of Akron;
  
   
  
  Please find attached our response with respect to Ms. **** *********, Case #********
  
   
  
  Kindly confirm receipt.
  
   
  Sincerely,
  
   
  ****** M. *********, CCA, CMC
  
  Moving Claim Services
  
  ************ cell
  
  www.movingclaimservices.com
  
  P.O. Box 3  Malden, MA  02148
  
   Office Hours
  
  Monday-Friday 7:00 a.m.-6:00 p.m. EST

  [BBB Transcription via Attachment]

  September 20, 2022
  BBB of Akron
  Attn: Ms. ******** ******
  222 W Market Street
  Akron, OH 44303
  Re: Mr. **** *********, Case #********
  Dear BBB;
  With respect to your email dated September 13, 2022 concerning complaint #********, Ms. ****
  *********, (Shipper) please find herein our response. For clarity the Shipper’s complaint shall remain in
  black, our response in blue.
  Customer’s Statement of the Problem:
  They damaged handmade native american bust and clay shaker. scratched a Tv, damaged a wall, Broke my
  kindle, lost the firestick plug, lost a charger for my fit bit, lost the remote for my electric scooter. Left
  material at the old house I had to move myself. packed food with dirty dishes.
  Desired Settlement:
  replace items lost and broke; Refund
  On May 11, 2022 Moving Claim Services received a claim submission from the Shipper.
  The Shipper claimed three arts and crafts items handmade by her son; a pre-existing scratched base of an
  eight year old TV brought to the attention of the customer at origin; and a few missing items never reported
  as missing to the Carrier.
  Irrespective of the fact the Shipper never provided notice to the Carrier of any items of sentimental value
  and items claimed were either pre-existing, normal wear and tear condition and/or an exception to recovery
  the Carrier offered a very generous settlement.
  The Shipper declined the offer.
  Carriers are not responsible nor held liable for damages not documented at the time of delivery. Carriers
  are not responsible nor held liable for items not in their care, custody and control three weeks after the date
  of delivery. Carriers are not responsible nor held liable for damaged items not transit related. Carriers are
  not responsible nor held liable for pre-existing, normal wear and tear condition.
  Sincerely,
  ****** M. *********, CCA, CMC
  Senior Claims Director
  Moving Claim Services
  ************ cell
  www.movingclaimservices.com
  P.O. Box 3  Malden, MA  02148

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2022, my wife and I moved from *********, ** to **. *****, **. We thought Krupp moving & Storage being family owned and operated was the correct choice for us. We were not strangers in moving, as this was our 5th relocation with professional movers. It was understood that we would have to go into storage for one week, therefore our personal property was handled several times and the damage was and is still a nightmare. Their trucks that picked up our personal belongings were in terrible condition, old rusty, and wore out. Not a very good first impression and I should have stopped them there. When they delivered our personal belongings they were short handed 2 men and a driver. Therefore unloading could not be completed in one day as promised. After 13 hours of trying to unload our personal belongings they quit and stacked the remaining items in our 2 car garage. It took me calling and calling to get them out there on the following Saturday to complete the move. Again short handed I ended up helping, hurting my back, leg and arm. The move finally got completed 5 days later on Saturday June 18, 2022. We estimate our damage at $27,000, they broke a stone table, smashed our velour furniture, scratched every piece of our cherry office desk, credenza, etc. As of today they have not address our damage claim. They won't return phone calls or emails. We paid extra for insurance coverage for full replacement.

  

  Business response

  10/18/2022

  moving Claim Services contacted Mr. ******** with respect to the correct email to submit his claim information too.  The claim is in progress.  Please see Email to Mr. ********, Exhibit A.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our furniture was delivered on 8/15/22. Some pieces were damaged and some missing. I asked driver about filling for damaged and missing items. I was told someone will contact us. After 3 days (8/18/22) I called and was told that the GM knew of our issues and he would contact us. As of 8/22/22 still no call. Wife called and she was sent to GM’s voicemail. She left message and still no response. We are only looking for reimbursement for damaged property and return of missing item.

  

  Business response

  08/31/2022

  [BBB Transcription via Email]

  ContactUs <*********************************>
  Attachments
  7:00 AM (1 hour ago)
  to me
  
  Dear BBB of Akron;
  
   
  Please find attached our response with respect to Mr. & Mrs. *********, Case #********.
  
   
  Kindly confirm receipt.
  
   
  Sincerely,
  
   
  ****** M. *********, CCA, CMC
  
  Moving Claim Services
  
  ************ cell
  
  www.movingclaimservices.com
  
  P.O. Box 3  Malden, MA  02148
  
  
  Office Hours
  
  Monday-Friday 7:00 a.m.-6:00 p.m. EST

  Moving Claim Services
  P. O. Box 3
  Malden, MA  02148
  www.MovingClaimServices.com
  
  ************
  
  August 31, 2022
  
  BBB of Akron
  Attn:  ******** ******
  222 W Market Street
  Akron, OH 44303
  
  Re:  Mr. & Mrs. Steve *********, Case #********
  
  Dear BBB of Akron;
  
  With respect to your email dated August 30, 2022 concerning complaint #********, Mr. & Mrs. ********* (Shipper) please find herein our response.  For clarity the Shipper’s complaint shall remain in black, our response in blue.
  
  Our furniture was delivered on 8/15/22. Some pieces were damaged and some missing. I asked driver about filling for damaged and missing items. I was told someone will contact us. After 3 days (8/18/22) I called and was told that the GM knew of our issues and he would contact us. As of 8/22/22 still no call. Wife called and she was sent to GM’s voicemail. She left message and still no response. We are only looking for reimbursement for damaged property and return of missing item.
  
  Desired Settlement:
  Reimbursement for damaged property and return of missing item
  
  On Friday, August 26, 2022 the Shipper contacted Moving Claim Services.  
  
  On Saturday, August 27, 2022 we emailed a claim package to the Shipper.
  
  To date we have not received their claim submission.  Upon receipt we will address their concerns.
  
  Sincerely,
  
  ****** M. *********, CCA, CMC
  Senior Claims Director
  Moving Claim Services
  ************ cell
  www.movingclaimservices.com
  P.O. Box 3  Malden, MA  02148
  
  Office Hours 
  Monday-Friday 7:00 a.m.-6:00 p.m. EST
  

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