Complaints

This profile includes complaints for JK Moving Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  JK Moving Services

  44112 Mercure Cir Sterling, VA 20166-2017

• 

  JK Moving Services

  44077 Mercure Cir Sterling, VA 20166-2015

• 

  JK Moving Services

  7561 Lindbergh Dr Gaithersburg, MD 20879-5412

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  JK Moving Services moved us from MD to San Diego CA in September 2022, agreeing to pack ALL of our furniture, lamps and mirrors. All items were in excellent condition, many nearly new. Numerous items arrived damaged, including scratched furniture and standing lamps that were bent, scratched and stained with a black substance we cannot remove. Two table lamps were disassembled and boxed insufficiently; they were not salvageable. A brass and marble side table arrived bent and scratched, and our mirror cracked, which the driver acknowledged upon delivery and said he documented. An upholstered desk was stained with black spots. We packed heavy wardrobe boxes — they arrived crushed with clothing severely wrinkled. A leather ottoman had a deep scratch and after delivery, there was minor damage to our floor and wall, which I showed the driver. Clearly, the movers jam-packed their truck without care, loading heavy items on top of others that could not hold the weight. They also combined our items with another customer's and something that released a black, sticky substance that damaged our cargo. We took photos of all items immediately and submitted documentation to JK Moving by their deadline. The company denied responsibility, except for two laundry baskets, lampshades and a $75 allowance to clean the chair. Their total allowance for our claim: $419. (We had a $500 deductible). This is unacceptable. In original inventory paperwork of our nearly 400 household items, the lead driver noted where he packed some items, then dishonestly noted others as "PBO" (packed by owner), including the side table, which we certainly did not "pack". He failed to document the mirror they broke, as promised when we were bestowing our tips to the crew. We seek reimbursement to replace our damaged items at a cost of $5266. We will be happy supply additional documentation and photos.

  Business Response

  Date: 10/18/2023

  Thank you for allowing us to respond.
  

  I have reviewed the information submitted including pre-move documents, inventories, claim form and submitted photos.
  

  I provide the following, throughout the industry, household good are transported to maximize space/volume of trailers as well as servicing customers. *** ********’s items were estimated at approximately 12,000. For exclusive use of a trailer, the expected weight is a minimum of 28,000 pounds. Anything under is transported with other household goods. Our top tier professional Move Managers load items to maximize space in the truck and this does include stacking boxes on top of each other. It is frequent when customers choose to pack their own items, items are not packed sufficient for transport. This is evident in photos submitted with *** ******* claim. 

  JK is not responsible for owner packed boxes as stated in the pre-move service confirmation and pre-move check lists, sent via mail on 9/1/2022 at 11:20am and again at 9/9/23 at 6:28 pm.
  Included the pre-move information and in these emails is a link, vital information (link found here: **********************************.pdf (jkmoving.com).  Providing information on the proper way to seal, proper use of contents and box sizes.

  By Federal Law, we ae required to furnish a copy of, Your Rights and Responsibilities When you Move, Page 8, Reducing your Mover’s Normal Liability, “Your acts or omissions cause the loss or damage to occur. For example, improper packing of containers you pack yourself…”  Find link here,
  ************************************ ********)
  
  JK stands by the original denial for the following items, mirror, and cartons numbered 97, 68, 25, 24, and 87 as packed by owner.
  
  Also included in the pre-move information, under vital information, “Damages to residence must be documented in writing by the customer with the crew leader at the time of occurrence.” Below is the signature confirmation that the walk through was completed by *** ******* and there was not residence damage reported.
  Please note the following document, included with the submission titled, *******, ****_Photos.PDF for additional information and photos of improperly packed boxes and performance confirmation signature.
  
  After review of the claim, we accept liability and allow an additional, $425.00
  As the damage claimed to the roll top desk, side table, floor lamps, cherry dresser (see notation in attached document of notated pre-existing damage), and 6 drawer dresser are minor without clear evidence of carrier mishandling, we will allow for an appearance allowance. This claim was submitted in November of 2022 and brought to resolution in January of 2023. Use of these items for the last 13 months (photos included in attached document), along with the photo evidence of other pre-existing damage related to age, use and wear does not warrant or justify replacement. We are tendering an appearance allowance that we believe will be adequate for having #219, floor lamp cleaned.
  
  We do hope you agree this to be fair and reasonable settlement. 
  
  Best,
  
  ****** ******
  
  Director of Customer Care

  Customer Answer

  Date: 11/13/2023

  [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.]
  
  Better Business Bureau:
  
  I reviewed the response from JK Moving in reference to complaint ID ********. We will accept the company's offer of $425 to resolve this issue, despite their denial about damage to items that they packed. Thank you.
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:03/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my furniture stored with JK from 7/21 to 12/22. It was delivered to my brand new home on 12/23/22. No one was living in the house at the time of the move and we had just closed on it (new construction.) The gentlemen that came to do my move were very nice. I have no complaints about them. In fact, if it wasn't for the damage caused, I'd be writing a good review because they were so nice. However, the floors weren't protected as they should have been. I sent pictures of this to ***** ******** where the stairs weren't protected at all. They destroyed my Oak stairs with deep scratches and chunks of wood missing altogether. My chairs were damaged in storage because of the way they were stored as well as the way they were wrapped. My washer was also not wrapped and stored properly and it has begun to oxidize. I sent pictures to Irisa as the move was happening, and to this date, I still have not heard back from JK Moving regarding my claim that I filed. I have been living in my brand new house now for over 2 months and I would like to get my stairs fixed, but I can't because JK Moving should pay for this. I have picture proof and video as the men were moving furniture on floor that was covered and protected. I also have damages to my walls on a brand new house. I also need to haev this painted but have not been able to as the claims form specifically says not to repair until the company tells me to. I have sent numerous text messages and emails to Irisa and all she does is say someone will reach out, but no one has. The last email I sent her this week was to let her know that I will be filing a complaint with the BBB and now she has ghosted me. This company is at fault and needs to pay for my damages caused by their team during my move due to negligence in not protecting the floors, walls, and stairs as they should have.

  Business Response

  Date: 04/26/2023

  
  Thank you for allowing us the opportunity to respond. Upon receipt of your claim, an acknowledgement was sent advising the contact information for your claims team. Your claim has been assigned to our Claims Supervisor, ***************************. ****** has reached out on multiple occasions advising an inspection is needed of the claimed damages. The assigned service provider, Shontere Restorations has also reached out to schedule and appointment and have yet to receive a response from you as to a convenient date/time for the appointment (see attachment, Re: ************************ ********* Moving Appointment Request).
  Please do provide your availability to schedule the appointment in order for us to move forward with bringing your claims to resolution.

  Best,

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

  Director of Customer Care

• Initial Complaint

  Date:01/24/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We engaged ***** ********* (Australia) to ship our household goods from Melbourne to Cedar City, Utah. ***** ********* engaged JK Moving to do the US portion of the move (from the port in California to our home). JK Moving refused to deliver our goods to our home until we paid additional monies directly to them, claiming that there were additional charges due for demurrage ($125) and additional weight ($640 + $156.56). Originally, the amount that they tried to extort was only $250. Strangely, when I complained, the amount increased to $921.56. After negotiations, the final amount paid so that the delivery would occur was $821.56. All of these claims are supported by the attached email chain.

  Business Response

  Date: 02/20/2023

  We are disappointed to hear you were not satisfied with your recent interaction with JK Moving Services. We take great pride in the transparency of our pricing and any additional charges that may apply.
  JK Moving was contracted by ***** ******** to provide clearance and delivery services in the United States.  The contract for charges was provided to *** ***** from ***** and JK performed services as instructed. JK has no control or authority over the events that occur at the port (and subsequent charges) prior to the container release.   Upon receiving the original request for destination services from *****, JK Moving Services acted at their direction in respect to all additional charges. Our team communicated regularly with ***** while providing updates and information throughout services. Any/all direction to *** ***** relating to additional charges due was first confirmed by *****. 
  
  ***** confirmed that the demurrage charges due were excluded from their original quotation and should be billed to *** ***** directly.  If in doubt, *** ***** may review the move contract he signed with *****.

  As for the charges relating to additional weight, the original quote provided by JK to ***** was for 6,886 lbs.  The actual weight of the shipment was 8,377 therefore making the original quotation no longer valid.  Upon realizing the weight difference, JK contacted ***** to provide a revised rate based on actual weight, and ***** directed JK to collect the additional cost from *** ***** directly at that point in time.
  
  Please see attached emails where ***** confirms that both the additional weight and demurrage charges were to be billed to *** ***** directly.
  
  Attachments, Amend Vessel Booking - Destination Rate Request - ******* ***** and Your relocation to CEDAR CITY UT ***** *****  **************

  Customer Answer

  Date: 04/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  From: ***** ***** <********@*****.com>
  Date: Thu, Apr 13, 2023 at 4:23 PM
  Subject: Re: Your BBB Complaint (********)
  To: ***** ****** <*******@mybbb.org>
  
  *****,
  
  I reject JK Moving Services response. 
  
  The evidence that was submitted by JK Moving supports the position that JK Moving obtained monies from me via written threats of withholding our personal property. They supplied no new evidence beyond what I supplied to prove my complaint.
  
  There was no evidence of any communications or paperwork between JK Moving and ***** ******** regarding the weight of the goods or that additional charges should be passed on to me. In the email chain, ***** **********s did not send an email.
  
  There was no evidence of demurrage charges, yet they passed on this cost to me. This cost varied throughout the email chain without explanation.
  
  There was no evidence that they were supplied with the wrong weight by the contract holder (***** ********). Furthermore, there's no justification for charging more for weight. A $640 fee is ridiculous for a moving company that works on volume.
  
  Their business practices have led to me believing that I am a victim of extortion. 
  
  Thanks,
  *****     

  Business Response

  Date: 04/16/2023

  
  Hello, 
  
  Please find our below response to *** *****’s rebuttal:
  
  Shipment Weight:  International shipping is based on a combination of weight and volume measures.  Australia primarily works with volume measures.  The United States works almost exclusively in weight measures.  *** *****’s statement that the rate is based on volume is incorrect, as JK’s quote to ***** was provided in pounds.  Attached you will find the original rate request from ***** ********, requesting JK’s destination rate for 30 cubic meters (1,059 cubic feet).  This converts to 6,886 lbs per the accepted industry density of 6.5 lbs per cubic foot.  All estimated weights are based upon a volume-construct using this industry standard density.  Therefore, JK’s original rate based was based on the estimated weight of 6,886 lbs.
  
  Once the shipment was packed, ***** provided JK with the final Bill of Lading (Please see attached “***** Backup – Bill of Lading”).  The Bill of Lading states the final weight and volume of the shipment, and the weight of every container is verified on a certified scale at origin.  This is a global requirement for all international moving companies as part of the SOLAS act.  The declared weight of this shipment per the bill of lading is 3,800 kgs.  3,800 kilograms is the weight declared by ***** ********, the controlling agent of *** *****’s move and the party which he signed a move contact with.   Converted to pounds, 3,800 kgs equals 8,377.48 lbs. 
  
  The actual weight of 8,377 lbs is 1,491 lbs more than JK’s original rate quotation to ***** ******** (the original estimate was for 6,886 lbs).  This is the basis for the increase in charges due for destination services.
  
  Finally, I have attached the email confirmation from ***** ******** confirming 1) the demurrage charges incurred are to be billed to **. ***** and 2) the declared weight of 3,800 is reconfirmed as correct and additional charges relating to the weight increase are also to be billed to *** *****.
  
  Demurrage Charges:  Demurrage charges are listed on the attached invoice from JK’s vendor, *** *********.  They are labeled as “yard storage” on the invoice and total $200.  The figure of $125 was confirmed to JK by ***, but the invoiced amount ended up being higher than estimated.  JK did not bill *** ***** for the difference of $75 in this case.  Once again, these charges were provided to ***** ********, who confirmed in the attached email that the amount should be billed to *** ***** directly.

  Best, 

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

  Director of Customer Care 

  Customer Answer

  Date: 04/18/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Firstly, JK Moving did not provide any supporting evidence (e.g., no Bill of Landing, no declared weight by Grace, no quote based on the weight, no confirmation email from ***** ***********, no invoice from *** *********).

  Secondly, additional costs being retrospectively charged from 'increased weight' should have been charged to ***** *********** and not me.

  Thirdly, the cost of the 'demurage' has changed multiple times, from $125, to $250 to $200. Surely, when charging people unexpected costs, JK Moving should be professional and provide detailed evidence and consistent amounts. 

  I would like a full refund.

  Regards,
  
  ***** *****

  Business Response

  Date: 04/28/2023

  Thank you for allowing us to respond. 

  Backup and supporting evidence to all points mentioned in the recent rejected dispute response has been provided in the previous response, including specific attachments to support each area of concern.  These attachments include email confirmation from *****, the controlling agent of the shipment, as well as documentation such as the bill of lading and invoice to backup the demurrage charges billed.  Please refer back to the previous response to view the attachments.
  
  To address the second point, the additional cost relating to the increased weight was first presented to weight (as is evident in the email backup attached).  JK billed these charges to the customer, *** *****, per *****’s explicit instruction to do so. JK did not bill anything to *** ***** without first confirming with ***** ******** that the charges were not covered under his initial move contract with them. JK acted at the instruction of ***** ********, and at this point in time we recommend that *** ***** contact ***** ******** with any further inquiries regarding the charges they instructed JK to bill to him. ***** ******** is the controlling party of this shipment, whom *** ***** hired to carry out his removal to the United States. JK acts solely at the direction of ***** ******** in all matters related to billing.
  
  As for the final point of demurrage, regardless of any previous communication the amount invoiced to *** ***** was less than what JK actually paid. The variation in charge amount provided to JK from *** at the time of service vs. the final invoice does not change the fact that it is a valid additional charge not included in the original quote presented to ***** ********. 

• Initial Complaint

  Date:12/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  JK Moving has refused to settle our household damages claim filed in August of this year. JK was responsible for moving our goods from New Mexico to our new home in Colorado. Included in our household goodies were a row of 4 theatre seats that were broken in the move. The hinges on 2 of the seats were broken off from the base of the seats and another seat had the fabric ripped off as well as looking like it had been rubbed across some oily substance. The attached pictures will show the damages incurred on this particular item. JK offered to settle the damage to this particular item for $400 saying it was only “cosmetic damage.” The check they sent for damages (for the theatre seats & all the other broken/damaged items) includes the statement that “by cashing this check you agree to settlement in full.” We refused this amount in an email to Carla Rice who said it would be sent for further review. Several weeks later she offered to up the “cosmetic” damage amount by $100 which we again refused. Since that time, multiple calls and emails have resulted in zero response. On Wednesday Dec. 7th my wife contacted executive management team manager *** ***** (###-###-####) who assured her this would be addressed and would contact her no later than Friday Dec. 9th. Nothing. We are very frustrated by this experience and want someone to take responsibility for this and get this resolved. JK is being ridiculous when they say this damage is “appearance” only and the item can still be used. It can’t. The check JK sent us expires this Monday December 14th though it cannot be cashed as the entire claim would then be closed.

  Business Response

  Date: 01/09/2023

  From: ************************* <******************************************************>
  Date: Fri, Jan 6, 2023 at 3:03 PM
  Subject: Complaint #********
  To: *********************** <************************************>
  
  Hello ******,
  
  Please see attached email to **. ****** on 12/16. We are addressing and currently working with **************** to resolve. We have since contacted a service partner in his area to provide a quote for repair from an expert who is familiar with this type of work
  
  Best,
  
  *************************
  Director, Customer Care
  Customer Care (Residential)
  D *************** 
  

  Customer Answer

  Date: 01/09/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that JK Services finally sent us an email on January 6th stating that repairs to the broken theatre seats exceeded the cost of the items. They have offered to settle the claim but as of today, January 9th we have not received a response nor have we received payment.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:11/13/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March of 2022 I first contacted JK moving because I was referred to them by my sister and  brother-n-law (****** & ********** of Asburn, Va) who moved to the same destination I was hiring for. I had them quote a move for me to move from Fairfield, Ohio to Alva and was given an initial quote of 12K. I was not told at this time that they did not service this area and the move would be subcontracted. After signing the initial agreement for 12K, I signed a new contract for 15K and was still not told the move would be subcontracted. On moving day a ****** truck showed up to move me and explained that the were subcontracted by JK and would follow the agreed upon process. Per the agreement with JK I paid $200 up front and the rest on delivery. There was a window of arrival for my belongings- My furniture was picked up on May 28th and delivered on June 6th during a rain storm. Several of my boxes were left outside in the driveway. None of the boxes were taken to the correct rooms as marked and per the agreement should have been. The furniture that was taken apart was not put back together. They took apart a $6,000 motor generated leather sectional and lost the parts. They also lost the cables to a **** TV. They did not reinstall the garage shelving per the contract nor the shelving in my office or the office furniture. They damaged several pavers in my entry way bringing items into my home. We asked the manager or forum of the move to go over the checklist item by item with us as that was what was expected and he said that was not what "******" did and certainly not in the rain. We received items that did not belong to us and did not receive items such as baby books and pictures. I trusted this company because they delivered good results for my sister and brother-n-law and if a company sublets they should be responsible for that level of service. I understand I owe them but I do not owe them the requested $16 K- I am willing to pay a modification of that considering

  Business Response

  Date: 12/13/2022

  Thank you for allowing us the opportunity to respond.

  Due to availability, JK advised we would not be able to accommodate your preferred dates and provided the option of services with a trusted partner. An estimate cost of $15,163.64 was prepared and sent for your approval. Upon review and acceptance of this signed estimate and deposit, the services were booked.

  At delivery we were made aware of the concerns and challenges during your relocation with our service partner and contacted you the same day to provide a solution. After the initial team went out to reassemble the sofa, we were advised there were additional items to be assembled. At that time, we provided solutions to rectify and offered additional services for convenience at no additional cost to you to bring to a swift resolution. 

  We were prepared to send a team out; however, our repeated calls in June, July, August and September and October and emails were left unanswered. We again attempted to reach out and bring to resolution. At the time of this posting, the charges of $15,028.08 have still not been paid. 

• Initial Complaint

  Date:10/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved from Reston Virginia to Northbrook Illinois with JK Moving Services on June 21, 2022 with my items delivered to my new house on June 28, 2022. I paid $8795.91 for the move, which included $275.31 for insurance (with a $500 deductible). I was strongly encouraged to buy this insurance by the company. When my items arrived at my new home on June 28th, several items were broken. These included: - antique chair (family heirloom) with cracked seat and broken leg - antique library table (family heirloom) with legs broken off - wood strips torn off antique hutch (family heirloom) - gouge on top of wooden tall desk In addition, all of my hanging clothes were taken out of the cardboard wardrobes (that I paid for) and thrown on top of packing paper and haphazardly bundled up with packing tape (6 large bundles) causing ALL of my hanging clothes to be soiled and wrinkled. These included 2 very expensive dresses that I wore to my daughters' weddings. The driver said there was not room in the truck for the wardrobes so they took it upon themselves to "pack" them this way. When I complained to JK Movers they were very slow in responding and finally sent an "appraiser" out to determine if the damage was caused by JK Moving Services or inexplicably "normal wear and tear" of the move. The items went into the truck in good condition and came out like kindling and broken so there could be no other explanation other than that JK Moving Services was at fault. I also got an estimate for a $1300 cleaning bill by a local reputable cleaners for all of my hanging clothes. After several weeks, JK Movers determined that only the library table and tall dresser were the fault of the move, not the antique chair or the antique hutch, and determined that $300 would be allotted for cleaning. However, with the $500 deductible, I received only $270 to repair the damaged furniture and clean all of my hanging clothes. After the repairs/cleaning, I will be out of pocket over $2000.

  Business Response

  Date: 10/27/2022

  Thank you for allowing us the opportunity to respond. JK provides options for valuation to be purchased. Valuation is not insurance; it is coverage for physical loss of our damage to any articles from external cause while being carried or held in storage-in-transit.
  

  Upon receipt of the claim JK contacted and independent furniture restoration company to inspect the damages claimed to the chair, library table, desk and hutch.

  The restoration company advised the damage to the chair, cracked and broken leg stretcher was broken at a previous repair located at the hole drilled for the side leg stretcher. This is a previous repair that has broken again. The leg itself pulled out of the seat. Foreign adhesive residue within the seat hole area confirms previous repair in that area as well. Dark dirt, dust, and discoloration within the seat crack indicate preexisting crack. Considerable dirt and black residue within the break area specifically in the center and to the left indicate the crack has been there for some time.
  

  The restoration company also inspected the claimed damage, trim piece broken off from the left front edge and another piece broken off from the left side edge at the top. These trim pieces have been previously detached and reattached using foreign adhesives.
  As stated on the estimate, signed February 22, 2022 and the bill of lading, signed June 20, 2022; carrier is liable for loss or damage resulting from defect or inherent vice of the article.

  As confirmed by the onsite inspection, the chair and hutch were previously damaged, and the breakage is at those locations. Any new damages incurred are a result of the weakened state of the repair and not the process of transit, therefore they would be classified as inherent vice and not JK liability.

  JK accepted liability and sent a check for the cost of repairs for the library table and desk and allowed $350 for the cost to press the claimed clothing items based on pricing in the Northbrook, IL area. Additionally, JK has asked repeatedly for copies of receipts and/or written estimates for pressing of the clothing. To date, none have been received.

• Initial Complaint

  Date:08/23/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  JK Moving moved us from Maryland to Colorado. They moved hundreds of boxes to the new location. We had an inventory sheet that the mover told us not to use as it was not accurate. In the next few days, while emptying boxes, we discovered that a wardrobe box had failed to be delivered. It contained over $3,000 of designer clothes. They told us since we signed for the delivery, they will not reimburse us. First of all, they never told us we had to check off every item before the delivery drivers left. This would also have been impossible because the movers would have had to stay extra hours in order for us to check off every box. Secondly, JK Moving told us to "take our time" filing a claim since we could only file one time and that we had a 10 month window. They are refusing to help us in any way or reimburse us for the box they lost.

  Business Response

  Date: 09/10/2022

  We are in receipt of the notification of your complaint and offer the following information and documentation.
  On June 8, 2022 a Service Confirmation e-mail was sent. Response to the email from ******************** confirming receipt. A Premove check list e-mail sent on July 1, 2022 and again, the response to the email from ******************** confirms receipt.
  Each of these emails includes links to the following importation information:
  High Value Inventory: **************************************************************************
  Detailed information to record high value items in excess of $100/lb.
  ******************** did not declare any items as high value, nor was this form submitted.
  
  Vital Information: ***********************************************************************************
  This document also details the High Value Inventory is a required document to be submitted of any/all items exceeding value of $100/lb
  The documents also provided instruction of the responsibility of customer to check off the inventory and note any changes in conditions during the delivery.
  Your Rights and Responsibilities:
  *********************************************************************************************
  Documentation required by Federal Law to be provided prior to moving services. Detailed information re: limits of liability of for loss or damage of extraordinary value on the shipping documents. This information is detailed on page, 7, 8 and 21
  Notice of customers responsibility to check off the items delivered against the items listed on the inventory.
  Additionally, a full visual inventory was completed on sight, including all closets in which none of these items are visible.
  Upon receipt of claim for 1 wardrobe box, containing a total 13 items with a value of $3,202.50, the only companion shipper was contacted as part of the tracing process. A sweep of our Maryland warehouse also confirmed no items were left behind. A check off of all shipment are required prior to loading from the warehouse and a rider is taken by the Move Manager loading the items for transport. These internal documents confirmed all items were received without any notice of missing or unchecked inventory items. The companion shipper confirmed they were fully unpacked and did not receive any items that did not belong to them. The Move Manager that delivered the shipment confirmed the contents of his trailer was empty. As a courtesy we conducted a second trace, and the negative results remained the same.
  JK provided notice of customer’s responsibilities multiple times prior to our services. JK has acted in good faith by conducting a first and second trace for the claimed missing item. Further, JK packed 4, medium, 3 large and 5 mirror/picture cartons. The remaining 95 boxes packed were packed by owner with contents noted as unknown.
  At the completion of the analyst of the claim, JK advised there is no evidence to conclude liability for the claimed missing item. We have provided *** ******** arbitration information if she chooses to have an independent party review the details of her claim.  

  Customer Answer

  Date: 09/12/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Major complaint:  The inventory check off list was not able to be completed because the head mover told us to completely discard it upon his arrival.  He told us this was a worthless form as the loaders of the truck simply call off random numbers to the packers and it is never accurate.  More importantly, he told me there was NO WAY his movers could wait for me to check off every box as there wasn't time for that.  They were bringing in 10 to 15 boxes every few minutes and yelled at me that I was slowing them down.  During my face to face meeting with Joseph P*********, the salesman, he never took the time to explain the importance of this list and we listened to who I thought was the expert, the movers sent from JK Moving.  

  As far as my signature on the final document, I was just presented an electronic signature line.  It wasn't until they sent me a copy (after not my complaint) that there was a box above my signature that was not visible to me stating that all packages were delivered and there was no damage to any inventory.  This is a ridiculous statement.  In what scenario would ANY customer have time to check every box before the movers leave?  This is A SCAM that is being used by JK Moving.  We have recently noticed we are not alone.  There are multiple complains on the BBB website that this EXACT scam is being used on everyone and JK Moving feels legally covered because they have the customer's signature.  

  I reported the missing wardrobe box the SAME DAY AS THE MOVE.  When I did, they told to me to hold off on my complaint until we were able to unpack all of the boxes to check for missing items and damages.  They said we had nine months to submit our claim and to take our time as we could only submit one claim for the entire move.  We were told this by Joseph P******* as well as Robyn C************

  I have attached all documentation representing our side of the story.  It is my wish that the public can be made aware of this company who is literally stealing from them.  Not only were they not able to locate our wardrobe box (it has to be SOMEWHERE) but insinuated we had the box and just wanted a payout!

  Please see additional documentation attached.  Thank you so much for your assistance.

  Regards,
  
  *****************************

  Business Response

  Date: 10/02/2022

  JK stands by the previous information and documentation presented in the first response. As per the Vital Information and multiple emails provided to the customer prior to service, specifically notating the responsibilities of the customer before, during and after services. 

  We have completed a thorough trace for the claimed missing items, and the results were negative. Additionally, after review of the recorded visual inventory, the claimed missing items were not visible/included.

  JK has provided arbitration information for ******************** if she wishes to have the claim reviewed by an independent 3rd party for ruling. 

• Initial Complaint

  Date:08/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I hired JK Moving Services for a local move on July 19, 2022 (Move #*********). While moving a dresser upstairs in our new home, the crew pushed a dresser along the hardwood floor, without any floor protection, so hard that it caused the leg to the dresser to split in half and a long scratch in the floor, which had been refinished the week prior to the move. The crew leader immediately asked my wife to come upstairs and told her to take a photo of the broken dresser leg on her phone to document the incident. She did so and sent the photo to the crew leader. We made a claim afterwards for the damage and exchanged emails with the claims analyst, but the company refused to pay anything for the broken dresser or floor (even though we sent a photo at the time of the incident as instructed).

  Business Response

  Date: 09/18/2022

  We are in receipt of your complaint and appreciate the opportunity to respond.

  Liability for the damaged leg was settled based on the selected order for valuation and acceptance, as noted on the attached Move Over Contract. The settlement letter is also attached to this response. Two options were proved, and the selection of 60 per pound per complete article or no more than $50.00 per article, whichever is less was selected was made by the *****. There is no fee for this coverage and $100.00 deductible will apply to all claims.

  Information and options for additional valuation coverage, deductibles and costs were provided on your estimate, electronically signed, and dated June 22, 2022 (see attached, ***** Estimate).

  Furthermore, emailed documentation was sent on June 7, 2022,and again on July 15, 2022, with the attached link, Vital_Information_Local_Moves.This document contains language specific notification on explanation of valuation coverage and reporting of residence damage. Per the document, Any damages to residences must be documented in writing by the customer with the crew leader at the time of occurrence. At no time while our crew was on site, was this damage documented. JK acted in good faith and as a commitment to customer service offered a gesture of goodwill. An offer of $250 was accepted by The ***** for the floor, see attached document, Acceptance of goodwill_*****_RE_Floor Damage.

  Customer Answer

  Date: 09/26/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response because: The statement in the response that "[a]t no time while our crew was on site, was this damage documented" is not correct.  The damage to the hardwood floor was the result of the crew pushing the dresser along the floor without floor protection, causing the dresser leg to split.  When that happened, the crew leader asked my wife to come upstairs and told her to take a photo of the broken dresser leg and send it to him to document the incident, which she did.
  
  ***********************
  

  Business Response

  Date: 10/26/2022

  Thank you again for allowing us the opportunity to respond. As provided in the rejected response by the ****'s the incident resulted in notification of a broken dresser leg without any indication or photo provided of alleged floor damage. Additionally, we have provided a goodwill offer for the damaged floor which was accepted. 

  Additionally, JK did accept liability for the damage to the dresser. The claim was brought to resolution based on the ***** valuation selection. Please note on the attached Move Over Contract_9.19.22 under ORDER FOR VALUATION & ACCEPTANCE OF TERMS & CONDITIONS OF CONTRACT. The selection, 60 per pound per complete article or no more than $50.00 per article, whichever is less. There is no fee for this coverage. A $100.00 deductible will apply to all claims.

  Signature acknowledgement of these terms is below the selection.

  Again, thank you for the opportunity to respond.

• Initial Complaint

  Date:07/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Scheduled a move with JK moving. Before paying a $250 deposit, I received a quote for the move and I specifically asked about shuttle services. After being told I would not require shuttle services and the extra charges it would entail, I proceeded with booking. Several weeks after booking I was told they may need to add shuttle services costing >$1000 over the initial quote. I attempted to get a definitive answer and firm quote, but they were not able to provide this. Since this was a change from the booking when they told me shuttle services would not be required and significantly increased the projected cost, I asked for cancellation and a refund of my $250 deposit. I was told by a representative that they would try to refund my $250 deposit, but I have not yet had it refunded

  Business Response

  Date: 07/27/2022

  
  We are disappointed to hear you were not satisfied with your recent interaction with JK Moving Services. We take great pride in the transparency of our pricing and any additional charges that may  apply, please see attached document, *******_Moving Estimate. The estimate, includes the verbiage directly above your electronic signature, dated 5/17 states that all deposits are non-refundable and estimate assumes good tractor trailer access at origin and destination.
  On 5/25, your JK move coordinator advised the possibility of a shuttle due to low hanging trees, the narrow streets leading to the home, which supports the concern a shuttle may be required due to cars parked on both sides of narrow street. Please see document, ********origin access_JK Tractor Trailer which provides a view of access to the home from both ********** and ****** streets.All interstate moves are dispatched with a tractor trailer, a photo is included in the attached documents for a visual.
  We would not be able to provide a definitive answer as to whether a shuttle would be utilized or not, until the driver and equipment was on site. We must make an attempt, and if at that time, we are not able to safely access the home, a shuttle would be utilized.
  Additionally, I have listed to all recorded calls with the phone number provided to us, ************ and I found no conversation that occurred confirming a shuttle was not required. While we make every effort to confirm access prior to services, it can be challenging due to road construction, which is prevalent in the summer months, location of parked cars and outdated maps/photos.  

  Customer Answer

  Date: 07/31/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I am attaching a screenshot of my text conversation with the JK Moving representative before I booked. In this exchange, I specifically ask if shuttle services would be required and he implied it would not be.

  I used this information as the basis of my booking decision. I still believe I was misled in this exchange and still request the refund of my $250 deposit.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:06/27/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  JK Moving only delivered part of our order and will not give us a date to deliver the rest of our order. Every person we talk to tells us they promise they are working it. But we still don't know when our order is going to be delivered and we already paid for our. This is extortion.

  Business Response

  Date: 07/18/2022

  Thank you for providing the feedback on your recent services. We do apologize you were disappointed with the delivery of your overflow items. While it is not common place there are times when we are unable to accommodate loading of all of the items in the same vehicle for transport. These circumstances can be out of our control as this can be a result of customers shipment previously loaded adding items we were not prepared to transport, thus creating an overflow of items. The team worked very hard to get the remaining items delivered after the main shipment delivered on 6/25. As confirmed by the delivery inventory, the remaining items were delivered 4 days later. 

  We did confirm all necessities including beds, main furniture and clothing were delivered on the main shipment. While we are not contractually obligated to provide any compensation for an overflow delivery, we did provide a concession in the form of a refund as a commitment to our customer service.

  We do appreciate you taking the time to provide feedback from your experience as it is invaluable. It will help us continue to improve.

  Business Response

  Date: 08/16/2022

  All of your items were loaded on 6/17/2022 as the date agreed. As all interstate shipments are dispatched on tractor/trailers the goods were transferred to a long distance truck/trailer. As stated previously, it does happen from time to time when a customer, who was loaded onto the truck prior to your household items loading, can take up more room than anticipated. In these cases, the shipment loading is split and we immediately look for the next available option for delivery. Your goods, including all necessities, beds, clothing, ets were delivered on 6/26/2022 - our team continued to keep connected and provide updates as to delivery as soon as they became available. The remaining items delivered on 6/29/2022 and a concession was provided to you for the inconvenience. 

  Customer Answer

  Date: 09/29/2022

   Complaint: ********
  
  I am rejecting this response because: that is not what the first response said and we had to contact JK Moving for updates, they did not try to keep us up to date. They also NEVER explained that our stuff would be split. We sent a video to JK of all our stuff prior to signing an agreement, so they knew how much stuff they were picking up. We actually had them take less than what was in the video. They decided to separate our stuff to save them money at the scales. Our driver wad the one that told us what happened, and he does not work for JK.  The concession for our inconvenience and their unprofessionalism was $100. That is not a concession. That's a hope you won't say anything payment. 
  
  Regards,
  
  ***** *****