Complaints

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

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  Krupp Moving and Storage, LLC

  2728 Akron Rd Wooster, OH 44691-7933

  
• 

  Krupp Moving and Storage, LLC

  2770 Sawbury Blvd Columbus, OH 43235-4580

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:09/07/2025

  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.

  A claim has been submitted to this moving company with no response. Below is the claim explanation, and attached are the photos of damage, as well as the repair estimate.
  
  
  “This claim is not for an item, but rather damage to our new home (3822 Floral Ave) by Krupp Moving
  Columbus Crew (henceforth "moving company"). After a very long day (primary truck from moving
  company broke down and delayed us 3+ hours), 2 crew-members were bringing a mattress up the stairs,
  when one of the crew members elbows moved backwards into early 1900's stained glass window. This
  was witnessed by ******, ******, and **, and one of your regional managers (******) was on site and
  immediately came over, apologized, and took photos on his personal phone. ****** also took photos on
  his personal phone. Multiple Cincinnati crew also were present including ******, *****, ****, ***, and
  *******. It took a very long time (3 weeks) to find a skilled stained glass repair person to evaluate the
  damage. That evaluation is included in this claim, as well as pictures of the damage to the stained glass
  window.”
  
  
  Please note, this moving company has caused historically significant damage to my home, and it was witnessed by multiple people within the organization, including a manager. A prompt resolution of this issue is paramount to avoid further escalation.

  

  Business Response

  Date: 09/08/2025

  Good Morning,

  I just received the claim today. It had gone to spam in the office's email. Will be working on this today and sending over the claim letter and release.

  Thanks

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

  Customer Answer

  Date: 09/12/2025

   I am rejecting this response because:
  
  
  I have not heard back from them despite multiple attempts to communicate. They are deliberately avoiding addressing the issue. 

  

  Business Response

  Date: 09/15/2025

  Good Morning,

  I have re-sent the email this morning with the claim release. Please confirm received via email.

  Thanks

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

• Initial Complaint

  Date:08/14/2025

  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.

  Krupp moving and storage moved items from my house on May 13, 2024. They transferred all items to their storage unit in Wooster Ohio. I paid them over $400 a month to keep it at their warehouse until September 21, 2024. On September 21, 2024 I again hired Krupp moving and storage to bring my items from their warehouse to my storage unit in ****** Ohio. On this date I opened the door for them to put items in the storage unit, but did not pay attention to everything that was going in as the only items I retrieved at this time or some Halloween decorations. I did not need anything else as I was renting a home that was furnished. I was the only one to have a key and nothing else was taken out of the storage unit. Everything they moved from my house in May 2024 should have been put into my storage unit at this time. On August 6, 2025, I again hired Krupp moving and storage to move items from my storage unit in ****** Ohio to my new home I purchased in ****** Ohio. When items were moved from the storage unit I noticed several items missing. A bedroom dresser, two bedroom nightstands, Another side table, six oak dining room and chairs, deck, furniture, an antiques sewing machine from the 1800s and a plethora of totes, which I don’t know the exact contents of. I do know some of the totes contained dishes as those are missing also. When I realized items were missing, I went back to the storage unit two different times and looked and the items I mentioned Are missing. I estimate the loss to be around $10,000. I contacted **** and ***** at Krupp moving in storage and they were extremely rude, condescending and said they moved everything from their warehouse to my storage unit which is impossible because I do not have these items. I filed a claim through the claim process with Krupp moving and storage and it was denied . They said once they moved items to the storage unit it was no longer their responsibility. However, the items mentioned were not delivered.

  

  Business Response

  Date: 08/15/2025

  Good Morning,

  The shipment in question was delivered to Krupp Storage in May 2024. In September 2024, the shipment was subsequently delivered to a mini storage facility at the designated location. In accordance with our established terms and conditions, our liability for loss, damage, or any other claims terminates upon completion of delivery into a mini storage unit, as such delivery constitutes transfer of custody and control to the storage facility and/or the customer. From that point forward, we have neither possession of, nor access to, the goods, and therefore bear no responsibility for their condition or security.

  I have also attached the inventories that were signed. There is also a work order that there was going to be someone at the mini storage taking some of the furniture.

  The warehouse has went through the warehouse to see if there was anything left and there was nothing left.

  Thanks

  *****

   

  Customer Answer

  Date: 08/15/2025

   I am rejecting this response because: Ask the driver and the other workers who delivered to the storage unit on Sept. 21, 2024 if any furniture or other items were left out for "kids to go through." My kids were not there that day when the truck arrived nor at any time items were being placed inside the storage unit in ******. And they did not come at any other time. The people working that day will remember I only took some Halloween decorations and they even commented on them. I may have signed paperwork that day, but I did not know items were missing that day as I did not tick items off an inventory sheet...that was your job (which obviously you didn't do as items are missing). As stated before, I did not need any major items or furniture at this time because I was renting a house that was furnished. I have nothing to gain by lying here...I have an oak dining room table, but the six chairs are missing? You may not have liability after items left your warehouse, but the items I listed never left your warehouse and placed back into MY custody. If they left the warehouse, they were delivered to someone else or someone there took them because I do not have them. Maybe (hypothetically) the owner *** Krupp and/or his associates have a scheme going where they skim items from units that are stored there and they get sold at the furniture "businesses" he owns. I saw missing items are pretty common in other BBB claims against Krupp Moving and Storage. Unlike Krupp, I don't have a sketchy background where I filed for bankruptcy when I was ordered in ***** County Common Pleas Court to pay damages to a plaintiff in the amount of $89,000. What about having liens placed against Krupp's assets because he failed to pay income tax and sales tax? I could list off more, but the 50-75 court cases just in ***** County alone are too lengthy to list. Keep hiding behind the small print on your paperwork...I'll be watching when Karma pays a visit.
  
  

  

  Business Response

  Date: 08/21/2025

  The inventories are supposed to be checked off by the customer and not the movers. It is done that way to make sure everything is received. Normally once the items deliver into  a mini storage all liability ends (missing and damaged items need to be noted at that time). Also in the State of Ohio there is 30 days to file a claim. They went through the warehouse to double check and make sure that there were no vaults left.

  Customer Answer

  Date: 08/21/2025

   I am rejecting this response because: I have attached messages to and from my sister 2 days before Krupp came to my storage unit on Aug. 6, 2025. We are clearly talking about the table and chairs. Why would I be offering these to her if I didn't think the six chairs  were in the storage unit? Also attached are parts of the contract for the May 13, 2024 move from my house in ****** to their warehouse. Note the two different dates: May 13, 2024 for them to arrive and take my items; and May 14, 2024 to place them in the warehouse. Where were my items overnight? How do I know items weren't taken either May 13 or 14, 2024 before they were placed in the pods/units at their Wooster warehouse? Also note the contract where it states Krupp isn't responsible or liable for lost/damaged items AFTER they place them in my storage unit. Well, the items I listed and an abundance of totes were NOT placed into my storage unit by Krupp, so that does make them liable for the lost/missing items. As for 30 days to make a claim...how am I supposed to make a claim if I didn't know items were missing? And once Krupp takes possession of my items on May 13, 2024 they were responsible for the inventory and responsible for making sure All the inventory was in their possession during the moving process to the warehouse and again taking items from the warehouse to the storage unit. All items should have been accounted for when leaving the Krupp warehouse whenever that was packed. And when was that packed? Aug. 4? Aug. 5?...how do I know any of my items were accounted for and safe? And for the "internal work order" produced, when was that made? Because when I talked to ***** on Aug. 7, 2025, **** on Aug. 8 & 9 and ***** again on Aug. 14, nobody mentioned the internal work order with the added notes about my kids picking up stuff (which again, they weren't there on Sept. 21, 2024). And it's funny how the work order points out not to show that work order to the shipper (me). I guarantee if **** or ***** had that paperwork they would have brought it up at any of those four phone calls.
  
  

  Customer Answer

  Date: 08/27/2025

  I requested addition documentation from Krupp. Specifically the checked off inventory list from the day the placed my items in their storage units as it was not placed on the day they moved items from my house on May 13, 2024. I also requested the same for the day the took items out of the storage pods at their warehouse to bring to my storage unit to prove all items were accounted for. They could not do that and only gave me a copy of the original inventory list from the moving day, May 13, 2024. I also asked for documentation showing the pod/unit numbers my items were placed in. They sent that, and I attached it. They have specific pod numbers identified, but that is impossible. Notice the date it says the items were inbound...it states March 28, 2024 with an outbound date of approximately March 25, 2025. My items were not moved out of my home until May 13, 2024. They provided me with the original inventory list from that day in the most recent email, but they scratched out pertinent information that I have on the original paperwork from May 13, 2024. I am happy to provide this.

• Initial Complaint

  Date:07/01/2025

  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.

  We used Krupp movers to move our belongings to a new house we purchased. One of the movers picked up my motorized desk riser by the keyboard tray and broke the tray completely off the riser. They took the tray to the main office without my knowledge even. When I called and spoke with the manager her was going to have it taken care of. Ive not heard from them since even after sending a follow up email.

  

  Business Response

  Date: 07/01/2025

  Good Afternoon,

  We never received the actual claim form turned in from the customer. We will send a release to the customer for the $400.00 and once we receive that back we will get a check cut for him.

  Thanks

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

  National Claims Director

  Movebees

  Customer Answer

  Date: 07/01/2025

   I am rejecting this response because: the form asked for the receipt of the riser which I informed ***** that I didnt have the receipt available anymore. I no longer have the credit card I placed the order with. He told me he would take care of that with the person that sent me the form. I have the email from him stating that as well. 
  
  
  

  

  Business Response

  Date: 07/02/2025

  Good Morning,

  Even without the receipt we do still need the claim form signed with what they are claiming. Per ***** he did make the note that they did not have the receipt. We will send the release today for the $400.00 we do have to have that signed before we can mail the check.

  Thanks

  *****

   

  

  Business Response

  Date: 07/07/2025

  Good Morning,

  We sent them a check for the $400.00.

  Thanks

  *****

  Customer Answer

  Date: 07/10/2025

  Not sure if when the check was sent for the replacement. Ive yet to receive the money. Once I receive it I will close the complaint.

  Thank you, ****** *****.

  Customer Answer

  Date: 07/17/2025

  As of today, 7/17/25, we have not received the check that they said was mailed out. 
  

  *** *****.

  

  Business Response

  Date: 07/21/2025

  We sent the check request out on 7/2 and we ask them to give us 30 days.

  Thanks

  *****

  Customer Answer

  Date: 07/21/2025

  This issue has been fully resolved. Thank you for assisting and thank Krupp Moving for addressing the problem. 

• Initial Complaint

  Date:05/20/2024

  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.

  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

  Date: 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

  Date: 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

  Date:02/02/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:08/22/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:01/02/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:12/23/2022

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:10/06/2022

  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 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

  Date: 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

  Date: 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