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Alaska, Oregon & Western Washington

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Denali Group

Phone: (425) 496-2111Fax: (425) 496-2112

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint TypeTotal Closed Complaints
Delivery Issues1
Problems with Product / Service2
Advertising / Sales Issues0
Billing / Collection Issues0
Guarantee / Warranty Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)BBB Closure Definitions
04/29/2013Delivery Issues | Read Complaint Details
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Complaint
On Nov 15, we had a moving company come and pack our household goods for our move to WA. While, we observed the movers in GA pack our stuff and load on a truck, the moving company informed us, we they were gonna put our stuff on crates at the warehouse in GA to be then driven to WA. We were hesitant, but trusted the company in getting our stuff to WA in one piece. While we they packed our stuff, my husband noticed that the movers were disassembling the dinning room table, and told my husband, it would fit better on the truck, if it was disassembled. My husband said he wasn't ok with it, but the mover told my husband it would be ok. So we trusted him. Well, were completely wrong. On Dec 27th 2012, this moving company came to our house to off load our House Hold Goods that had been at there warehouse, because we were still in the process of closing on our house here in Arlington, WA. When the moving company arrived, they only had two guys, to move our stuff, because the other guy, was meeting up at another house to help pack up a military family for there move. So we were left with two gentleman, who weren't in the best of health, and on top of that, we had A LOT of crates that needed offloading and only 2 guys. While I was trying to make sure everything was there, I was also making sure my kids were ok, because my nephew and my husband were helping off loading the truck bcause my husband felt sorry for them. While in the process of moving in, I noticed that our dinning room table was missing a pedestal and the gentleman said, he only saw ONE not two. When I looked at the paper work, I saw that the paperwork didn't show that we disassembled the table on our own, and that the table was marked on the inventory as them disassembling the table. My husband and my nephew put the beds together, the kitchen table and the only thing the movers put together was our couches. Wit a military move, the movers help with ALL furniture which is why they have more than TWO people who move a military family. Not to mention, that I bought one of the movers a sandwich, because I wanted to say THANK YOU! Well I feel like this moving company cheated me and my
MILITARY HUSBAND out of our move. The claims department is saying they don't owe us for the table pedestal they lost. They are basically saying WE disassembled the table and NOT there movers. That is completely false and we should be compensated for the merchandise they lost. Like I stated above, the movers in GA, were the ones who disassembled the table NOT my husband. We have a dinning room table that is NOT useful and just sitting in our bonus room collecting dust. To be told that this company isn't at fault is completely absurd. We are irate with this company for saying we are at fault. Not pleased at all!

Desired Settlement
I am seeking compensation for the dinning room table that we have claimed on our claim for our household goods claim with this company. A formal apology and to have them give better man power when moving in military families to a residence.

Business' Initial Response
April 9, 2013

Better Business Bureau
Alaska, Oregon & Western Washington
Complaint Department

RE: ******, ******* Case #XXXXXXXX

We received the complaint dated 08-APR-13 as filed with the Better Business Bureau by Mrs. ******.

This shipment is a military contracted shipment wherein all complaints and claims are required to be filed in the military DPS computer system online. Mr. ****** filed his claim via the military computer system on 09-MAR-13. On the 11-MAR-13, our claims department emailed Mr. ****** to advise we had received his claim. On 03-APR-13 our evaluation of the claim was emailed to Mr. ******. On 04-APR-13, we received his rebuttal to the assessment. Upon complete re-review of our records, and receipt of statements from the crews involved, we provided an additional response to Mr. ****** via email on 08-APR-13 and directed him to the military claims office to resolve any continuing discrepancy he may have.

This household goods shipment was moved under contract with the Department of Defense (DOD). Our contract with the DOD has strict regulations we must uphold or we will lose our contract and cease to do business with the DOD. We make every effort to ensure we comply with all rules set forth in our contract agreement.

Since this was not a Commercial-Interstate move, we apologize for any unnecessary work this has caused your office.


Sincerely,

******* *******
Claims Manager
Denali Group, Inc.
All Alaska Thru Van, Inc. (AATV)

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The company representative stated they received statements from the two movers in WA. However, no statements have been provided to us. Representative also stated she provided guidance to further the complaint process, she did not do so. The company should provide a representative to visit our home in WA so we can show them the damaged items from the move to include the missing table parts. We're an experienced military family when it comes to DOD contracted movers. This is our first time dealing with a company that refuses to come to our home for an assessment and one that refuses to read over their own paperwork properly. My wife and I are disgusted by this company and their employees. It's unethical for a company to practice these tactics, and for them to site DOD contract policy is nothing more than a muse. Upon my return from deployment I'll be seeking compensation both monetary and legal. My wife and I have already started communicating with Navy representatives complaining about All Alaska Thru Van, Inc. Furthermore, upon my return I'll be filing a small claims summons against the driver of the moving truck for disassembling our table and falsifying documents. For a company to state acronyms and codes to personnel whom aren't trained to know those acronyms and codes is ridiculous. A professional company would use PLAIN ENGLISH when interacting with customers/clients who aren't in their business trade. In 14 years and five moves, this company provided the worst service! As a military member we are forced to use which ever company we're assigned and these companies know that! I tried to refuse the pack out in GA, but was told if I did so I'd have to wait three weeks to reschedule. That would've put us beyond our transfer date. So we were forced into the contract which separately packed our household goods into a trailer vice cargo crates. So from day one this company did whatever it wanted to do with no care for the family to which they were servicing. I wish the DOD would actually fine these companies and negate their contracts after so many complaints!

Business' Final Response
Mr. ****** may transfer claimed items to the MCO within the DPS system wherein he has disagreed with our assessment on his claim. Per his statement, he has contacted the Navy office already. This is the proper channel for reconsideration of claims and filing of complaints.

This is a military DOD shipment and not commercial household goods. The BBB deals with commercial shipments and not military as governed under DOD contracts.

02/27/2013Problems with Product / Service
08/31/2012Problems with Product / Service

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