ComplaintsforJL Moving LLC

• Initial Complaint

  07/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted JL Moving to provide me a quote on moving and storage during the month of June 2022. *****, the owner came out to my house and provided me a quote dated 5/24/2022. In that quote she informed me due to the large number of items I had, she would be using 4 men and 2 trucks. She assured me my items would be handled with care and she would use her most experienced team with over 20 years of experience. On June 13th, three movers arrived at the house with a small truck and a larger truck. There was no identification on the trucks indicating it was JL Movers. For one of the movers, it was her first day. ***** had misjudged the amount of items I had. The truck was packed and unable to load any more items that day. She had to come back and get the rest of the items later. There were several pieces that were special to me and I ensured to point them out to *****. My mother had passed thus the reason for moving. My items were then to be stored at the facility until June 29th when they would be delivered to my new address. The unpacking off the truck and into crates along with the loading from the crates into the truck for delivery were not done by the crew that I saw at my house. On June 29th again only 3 men showed and for one it was his first day. Most pieces of furniture were damaged. I have pictures of how the truck was packed and the damaged items. The list includes: damage to a desk I bought but never used, hole in a leather ottoman I just bought. The bottom drawer of lingerie chest is scratched badly, the bottom drawer of chest is scratched and broken, the freezer has dents in it that didnt exist, dressing table has scratch on visible side. Couches I cleaned were dirty. As the movers called ***** with the damage and telling her how unhappy I was, she would call me and indicate why everything was great. She would also call them and they would stop working. As Im paying by the hour, she should be more conscious of time.

  

  Business response

  07/31/2022

  Tell us why here...Total estimated time for the job was 11.75-13 hours, 2 trucks, crew of 4, with an estimated price of 4295$ - 4670$. The estimate included picking up the furniture at residence, storage at our warehouse for 2 weeks and delivery to final destination. *** ****** for the free insurance at .60cents per pound. When the crew arrived on June 13th for loading,the customer was not prepared as there was still some packing to finish. The boxes that were packed were not taped and packed incorrectly. She had packed big boxes with very heavy items and most boxes were not completely packed. This creates a problem when loading them as they will just crush.  The crew proceeded to load all items as directed by the customer. After loading, the crew leader instructed the customer to do a final walk through of the home. There were still many piles of items still in the basement area not packed. The crew was told that she was leaving the rest of the items there.  After the completed walk through, the crew brought all the items back to the warehouse to be stored for 2 weeks. Approximately an hour after the crew had left the residence, *** had called back and said that the guys had forgotten the grill. We immediately sent a truck back to retrieve the grill. The next day, June 14th, I received a call from *** stating that she was upset with her realtor stating that she wasn't speaking to him. She then stated that we failed to load a few items behind in the basement.  There was also a mini fridge she wanted us to grab in the garage and a handful of items she couldn't fit in her car.  The items she was referring to were the piles of stuff left behind on loading day. Again, we sent another truck out to retrieve the remaining items. Upon delivery, we were able to utilize only one truck and a crew of 3. The adjustment was made on the final ****. The morning when the crew was headed out for delivery, I reached out to the customer to let her know that the crew would be at her residence between 8:30-9:30 am. She stated that she had a uhaul that she would like our crew to unload as well. This was not included in the estimate and would be an additional charge. When the crew started to unload, the customer began to complain to the crew on how the truck was loaded. She said that boxes were crushed and she wasn't happy about it. The crew leader immediately notified me of the issue. I then personally called the customer to again inform her that when boxes aren't properly packed, it makes it very difficult to load them. She stated she did the best she could do. She also stated that a desk leg and a dining room table with a scratch. Our crews are properly trained to protect all furniture, flooring and homes. . She then proceeded to tell me that she had a lawsuit with her landlord. During the phone conversation, I offered her a 400$ credit towards her ****. This was a verbal agreement and the credit was noted on the ****. Our company went above and beyond  to make this customer happy.  This complaint really was disappointing because the customer and I spoke and had everything talked out verbally the day of delivery prior to the crew even leaving. The customer again verbally expressed back to me that she  was happy with the agreed 400$ credit. We have pictures of the poorly packed boxes which will be sent in. We absolutely went above and beyond for this customer and she is just nit picking. Sadly enough, there is no pleasing her. She also mentioned our trucks not having graphics on them. Our company recently added two trucks to our fleet this summer. We have been utilizing them while we are getting graphics done on them. The trucks are properly marked with a logo and correctly DOT qualified and marked.  She complained about a worker plugging the work phone into her outlet to charge. She complained about the office calling the crew leader to check on the status of the job. It was one complaint after another. The bottom line is, she was looking for a full refund. We provided her with a move and it was fulfilled as promised. We can't be held responsible for poorly packed boxes and expected to load them while they just crush. She was also given the opportunity to purchase additional coverage on her items in which she declined. Hopefully this provides helpful information.

  

  Business response

  08/01/2022

  Total estimated time for the job was 11.75-13 hours, 2 trucks, crew of 4, with an estimated price of 4295$ - 4670$. The estimate included picking up the furniture at residence, storage at our warehouse for 2 weeks and delivery to final destination. *** ****** for the free insurance at .60cents per pound. When the crew arrived on June 13th for loading,the customer was not prepared as there was still some packing to finish. The boxes that were packed were not taped and packed incorrectly. She had packed big boxes with very heavy items and most boxes were not completely packed. This creates a problem when loading them as they will just crush.  The crew proceeded to load all items as directed by the customer. After loading, the crew leader instructed the customer to do a final walk through of the home. There were still many piles of items still in the basement area not packed. The crew was told that she was leaving the rest of the items there.  After the completed walk through, the crew brought all the items back to the warehouse to be stored for 2 weeks. Approximately an hour after the crew had left the residence, *** had called back and said that the guys had forgotten the grill. We immediately sent a truck back to retrieve the grill. The next day, June 14th, I received a call from *** stating that she was upset with her realtor stating that she wasn't speaking to him. She then stated that we failed to load a few items behind in the basement.  There was also a mini fridge she wanted us to grab in the garage and a handful of items she couldn't fit in her car.  The items she was referring to were the piles of stuff left behind on loading day. Again, we sent another truck out to retrieve the remaining items. Upon delivery, we were able to utilize only one truck and a crew of 3. The adjustment was made on the final ****. The morning when the crew was headed out for delivery, I reached out to the customer to let her know that the crew would be at her residence between 8:30-9:30 am. She stated that she had a uhaul that she would like our crew to unload as well. This was not included in the estimate and would be an additional charge. When the crew started to unload, the customer began to complain to the crew on how the truck was loaded. She said that boxes were crushed and she wasn't happy about it. The crew leader immediately notified me of the issue. I then personally called the customer to again inform her that when boxes aren't properly packed, it makes it very difficult to load them. She stated she did the best she could do. She also stated that a desk leg and a dining room table with a scratch. Our crews are properly trained to protect all furniture, flooring and homes. . She then proceeded to tell me that she had a lawsuit with her landlord. During the phone conversation, I offered her a 400$ credit towards her ****. This was a verbal agreement and the credit was noted on the ****. Our company went above and beyond  to make this customer happy.  This complaint really was disappointing because the customer and I spoke and had everything talked out verbally the day of delivery prior to the crew even leaving. The customer again verbally expressed back to me that she  was happy with the agreed 400$ credit. We have pictures of the poorly packed boxes which will be sent in. We absolutely went above and beyond for this customer and she is just nit picking. Sadly enough, there is no pleasing her. She also mentioned our trucks not having graphics on them. Our company recently added two trucks to our fleet this summer. We have been utilizing them while we are getting graphics done on them. The trucks are properly marked with a logo and correctly DOT qualified and marked.  She complained about a worker plugging the work phone into her outlet to charge. She complained about the office calling the crew leader to check on the status of the job. It was one complaint after another. The bottom line is, she was looking for a full refund. We provided her with a move and it was fulfilled as promised. We can't be held responsible for poorly packed boxes and expected to load them while they just crush. She was also given the opportunity to purchase additional coverage on her items in which she declined. Hopefully this provides helpful information.

  Customer response

  08/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I am speaking to my realtor and not in litigation with anyone as you state.  I am not sure how clear I was in the previous complaint, I will summarize.  The contract stated 4 men and 2 big trucks.  What arrived was 3 men and 2 small trucks.  Your lead told me there should have been 4 people as now the third person stands around a lot.  When the walk through happened, I pointed out the missed items.  The lead never confirmed with me he got all the items, additionally, there was no more room on the truck.  Your lead indicated at that time you calculated incorrectly the amount of space needed.  As for the boxes, you told me I had packed them well.  Now you are recanting that statement.  All the heavy items like dishes and books were in small boxes with no space.  My issue with how your men packed the truck.  They put the big light boxes on the bottom and then the small book boxes on top.  Of course there was crushed boxes when that is how you pack.  The pictures I submitted supported that.  Also, when you and I met, I told you the items that I was concerned with.  You assured me all would be taken care of.  The dressing table for my daughter is scratched down the front and the screws are missing.  It is still not put together.  The desk I just purchased is nicked and scratched.  The 2 carts, which I asked should they be wrapped and was told they are fine and both dented with the circular cart no longer circular.  I was asked by your expert movers how I wanted some items packed.  I told them they were the experts and pack so the items arrive at my home safely.  That was not the case.  I am not unreasonable to think some things would break in a move, especially when handled 4 times.  There were items broke I did not even mention as they were not important to mention.  My new desk, marred and nicked below the padding, the hole in my new leather ottoman, my daughters dressing table, my dresser and lingerie chest marred at the bottom by something shoved in, my daughters dresser is chipped and the dining table scratched deeply.  I had oringally gone with a different mover and was begged by you and promised a good deal.  I never received an itemized **** for the move nor did I get a good deal.  I do not know how much I paid per hour but I was not given what was told to me in the contract.  I did tell you at the walk through about the UBox.  You indicated no problem, they will take care of it.  Your workers tell me you often forget to tell them things like this and then blame the client.  The boy that charged his phone on my electricity didn't ask.  It was his first day on the job, I wanted to inform you incase you had a policy in place.  None of your other workers had to charge their phone.  As a previous business owner myself, I would have wanted to know.  During the unload, there was also a worker on his first day.  He didn't speak or read english therefore much time was spent by your other workers telling him where the boxes went.  You assured me the staff members each had over 20 years of experience.  This was not the case.  When did the training for them occur if it was their first day?  During the unloading, you were calling the men so much, they saw it was you and walked away from the phone.  I am sure that ate into the time I paid for.  Also, they never unloaded the Ubox.  I paid them cash to do it after the time ended with you.  The men of color also told me you give them the bad jobs.  The white workers get the easy, non stair jobs.  *********** complained often that this was a 4 man job but you didn't send out the right number of men.  They also told me your husband quit his job to be here and manage the business since you always had trucks in the warehouse and not in use.  I don't know or care how much of this is true.  You did not keep your word on the contract you provided and then blamed me for the damage to the furniture pieces which were carelessly packed in your truck with heavy small boxes on top of large fluffy boxes.  My name is ******** not ***, thank you.
  
  Regards,
  
  *************************

  Customer response

  08/15/2022

  The business did not respond and i was unable to reply to the email sent.  The business has not contacted me outside the BBB and I am not satisfied with the outcome.  I want to proceed.

  
  

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

  Customer response

  08/21/2022

  You already have the only documents I received from her.  I agreed to the insurance but I never was able to opt in based on the only paperwork she sent me.  In the original paperwork, I am quoted for 4 workers, only received 3 and I NEVER received a final **** listing the amount I paid per hour and how many workers I had or the amount of hours I was charged for.  She is very unprofessional and a liar.  The staff she sent me did not have 20 years of experience.

   

  Jennifer 

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