Complaints

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

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  JK Moving Services

  44112 Mercure Cir Sterling, VA 20166-2017

• 

  JK Moving Services

  44077 Mercure Cir Sterling, VA 20166-2015

• 

  JK Moving Services

  7561 Lindbergh Dr Gaithersburg, MD 20879-5412

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/28/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The movers breached their contract by not rebuilding all of my furniture. On top of that, they stole about a dozen parts from said desk. I contacted them and they denied everything and told me to file an insurance claim. Last time I checked, breaching a contract and stealing from a customer are not insurance claims.

  Business Response

  Date: 02/05/2025

  Thank you for allowing us the opportunity to review this matter.

  
  On December 26, 2024, at 8:00 PM, JK Moving was notified that Mr. ***** had attempted to move his desk and believed it was not assembled properly. He also alleged that parts were missing and stated that if the issue was not addressed by 1:30 PM the following day, he would file a theft report.
  

  JK Moving responded the following day via phone and followed up with a written message, providing Mr. ***** with a claim form (Unirisc Claim Form, attached) and detailed filing instructions. The message outlined the process for submitting a claim within 90 days of delivery, including the requirement for photos and inventory numbers of any damaged or missing items.
  

  Additionally, JK Moving initiated a trace to locate the missing s**** The trace was unsuccessful, as the part was not found.
  

  The attached documentation (FuterDAdocs.pdf) confirms that all items were received at delivery without notation of missing parts. Inventory records also indicate that the desk was already disassembled by the owner prior to transport. As a result, the crew would not have had knowledge of the exact number of components upon reassembly. No notations were made at the time of delivery indicating that items were missing or improperly assembled.
  

  As outlined in the terms of service, claims for damage or missing items are processed through the insurance policy selected at the time of service. This does not constitute a breach of contract. To date, JK Moving has confirmed with the insurer that Mr. ***** has not submitted a claim.
  

  We remain available to assist with the claims process should Mr. ***** choose to proceed.

  Customer Answer

  Date: 02/26/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22740920
  
  I am rejecting this response because: Nothing has been addressed. I have asked JK Moving, and gotten no response, regarding how I should file an insurance claim for breach of contract and theft, as I don't believe they are insurance claims. The attached pictures shows the facts, not allegations as ** claims. At the end of the day, JK is a very dishonest bunch.
  
  
  Regards,
  
  **** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Broke the legs off of several pieces of furniture. Lost pieces of my four poster bed.Keep finding broken items while unpacking. Just went to get my freezer running found door broken. Will not return my phone calls.

  Business Response

  Date: 11/04/2024

  Thank you for allowing us time to review and respond to concerns of Ms. *************** ******************************************* allows 9 months for the submission of claims in writing. To date, Ms. **** has not submitted a claim.
  

  In the complaint it is stated there have been multiple calls made to JK without acknowledgment or response. Please see the attached file titled, Call Log.png. This provides records of all inbound, outbound, and voicemails received from the only contact phone number Ms. **** provided, ************.Please note an abandoned call, is an incoming call in which the caller disconnected prior to the call being answered.
  

  You may note our team made an outgoing call to Ms. **** on May 14, 2024, to check on delivery services. Ms. **** returned the call, leaving a voice mail just a few moments later, however the call did not include any notification of damage.
  

  The attached file provides evidence of our team making multiple attempts to reach Ms. **** on May 14, 15, and 16th.
  

  As none of the calls were returned, an email was sent ******* on May 16, 2024. A repose was received on May ******* advising of ********** did not include specific items or extent of damage.  Our team immediately followed with a return email which included a claim form and instructions on how to complete and submit the claim.See attached email, Email Confirmation_Claim Form Sent 5.21.2024.pdf.

  We have no record of Ms. **** calling after she left a voicemail on May 28, 2024.
  

  Upon receipt of Ms. **** claim form, we will send an acknowledgement of receipt within 24 hours. This acknowledgement includes an explanation of the next steps and an expected timeline for resolution. Our team will work diligently to collect facts, review the documentation, and resolve the claim fairly. 

• Initial Complaint

  Date:08/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid JK Moving Company over ********* to pack and move our belongings from ******* to **** from April 2, 24 - April 9, 24. The packing job was so poor, cords, parts, and pieces of belongings were packed separate from one another and upon unpacking, it was impossible to marry up several things to the way they were prior to the moving company packing it. Several pieces of furniture were damaged and parts were completely lost. A grandfather clock that has been in my family for over 60 years is missing the weights and 4 numbers from the face are missing. I contacted them 3 times to discuss a claim, prior to the deadline, and they never returned my call. Now they claim it is too late to file a claim. I am appalled at the handling of our goods at the price that we paid. I subsequently had to make purchases I otherwise would not have to if things would have been packed together. I suspect they will try to claim it is too late to file a claim. I am asking the BBB to intercede on my behalf for complete resolution and so that others will see this claim and avoid using them.

  Business Response

  Date: 09/15/2024

  Thank you for allowing us the opportunity to respond to ********* concerns.
  We are truly sorry to hear that her recent experience did not meet her expectations. Upon reviewing the details for the move, I would like to provide some context to help address the issues raised.
  As outlined in our virtual inventory (attached for reference), the origin home located at ********************************************************, was listed at ***** sq. ft., while the destination home at ***********************************************************, is approximately ***** sq. ft. smaller. In our industry, it is typical to estimate the weight of household contents at approximately 5.5 pounds per square foot of living space. When goods are delivered to a significantly smaller home, it can pose challenges in terms of space and placement.

  
  As a result, limited space may have necessitated the stacking of furniture and boxes, which can, understandably, lead to customer frustration. Additionally, the reduced space can hinder our ability to unpack and arrange items efficiently.
  

  Regarding the timeline of Ms. ****** move, her household goods were packed on April 1st and 2nd, and delivery was made on April 8th through our service partner, ***** Van Lines, as part of her chosen moving program. As Ms. ***** was informed, the claims process for this program is managed by *******, not JK Moving Services. Claims documentation was provided before, during, and after the move, and a claim form was sent to her via email on April 9th after she reported damages and missing items.
  In a follow-up call that same day, our Move Coordinator explained the claims process to Ms. ****** It was during this conversation that she indicated her intention to file through her personal insurance company,which is outside the usual claims procedure. A copy of this conversation can be found in the attached recording.
  Later that day, Ms. ***** contacted us again to inquire about how to submit a claim. She was reminded of the 90-day deadline for filing claims, a deadline she expressed concerns about meeting.
  

  On July 31, 2024, Ms. ***** reached out again regarding missing cords and screws for her TV and mentioned that her insurance company had declined coverage for the lost or damaged items. Unfortunately, as previously communicated, claims for her move must be handled through ******* due to the program selected, and we encourage Ms. ***** to contact them directly for assistance.
  

  We hope this clarifies the situation. If you need further assistance, feel free to reach out to me directly.

• Initial Complaint

  Date:07/07/2024

  Type:Delivery 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.

  I hired JK Moving to relocate my personal belongings from ********** to *********. Upon delivery of my personal items, I photographed and addressed damaged and missing items with the delivery driver additionally I also contacted JK Moving the same day by phone. JK Moving emailed me a damage claim form, which I completed and documented damages with photos. On the form, I included items that had not been delivered. After waiting several weeks with no response, I contacted JK Moving regarding the claim. I was sent an email indicating that they were issuing a check for $76 after taking a $500 deductible for the insurance. Initially, they denied the missing items because I had not written down each item on the delivery form. After I explained that the driver instructed me to circle the missing items instead of writing them down, they then accepted the lost items as part of the claim.I then received an email indicating that it was fair for them to issue me another $350 check in addition to the $76 check issued. The statement from the claims person indicated that it was fair to pay for half of the missing items. The claims specialist also blamed me for not recognizing that things were missing upon delivery. Until I pointed out that the movers had placed items inside of plastic bins, and until I had time to go through everything there was not a way for me to know things were missing. My full claim was for $1289.

  Business Response

  Date: 08/20/2024

  
  Thank you for allowing us to respond.
  We are delighted to hear that you were happy with our crews and the services you received. However, we are disappointed that despite our best efforts items were damaged and missing in your shipment. After review of the documentation, I find all items were allowed as claimed with the exception of the following:
  Bench Vice, trailer hitch mounts, Craftsman shop vac totaling $ ******
  After the initial review, an additional $350.00 was allowed for the missing items notated above.
  As a gesture of goodwill, JK will allow for the entire claim in full of $1,289, less the $500 deductible as selected and acknowledged on page 2 of the attached estimate (**************************.pdf) and bill of lading (Interstate_BOL.pdf).
  We do apologize for the frustration you experienced during the settlement of your claim. Please expect a check in the amount of $363.00 to be received in the next ***** days depending on *************
  $1289.00 (less $500 (deductible) and $426 (previous payments)= $363.00 

  Customer Answer

  Date: 09/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  Date:02/19/2024

  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.

  Leveraged this moving company that then turned into a shady practice in the end. The first was the excessive use of packing material that were far beyond the estimates that were given by the initial contact, such as using 4 sheets of paper to pack a dog bed and anything else they could find to excessively wrap and add onto the cost of the move.Second on the move date, the movers notified us that he took pictures for the damages he observed, only then to when we reach out to file claim, the response was that all of the damage was from pre-existing conditions that were taken after they dragged furniture across the floor. All of the pictures they took were after things were moved and they listed them as "pre-existing". They never delivered the paper work in which they documented these as pre-existing conditions and only delivered the total cost of the move. The signed paperwork is chopped up with no explanation in terms of time to submit a claim (which is the same day) as well as the misguidance of taking pictures saying it's for the damage they noted that took place and then to say it was pre-existing after we filed claim.

  Business Response

  Date: 04/04/2024

  Thank you for the opportunity to review your comments and provide a response. I have attached the Move Order Contract Packing MoveOrderContract_Reuther_RS0270450.pdf. Our estimate, Reuther_Estimate,pdf, included 7 hours of packing with 1 hour of travel. Actual was 7.5 hours plus one hour of travel. The estimate to actual was a difference of 30 minutes. Estimated packing of 106 cartons with an actual of 107. The additional packed item was a crib mattress that was added on at the time of services. Total difference between the estimated cost of labor and materials was $208.52. The estimate included 2 packs of paper, while the team used 4, increasing the cost by under $60.00. Using 4 pieces of paper to cover the dog bed, would be adequate, however not excessive as the intent is to enclose the bed in paper as to not allow the spread of hair, dirt, etc to come in contact with other household items. I have also included the ***** survey Reuther_John_Condition of Origin Home.pdf, showing conditions of the home prior to our services.
  Our non-negotiable standards include a walk through of the home(s) at beginning and end of services to 1.)notate any pre-existing damage, and 2. Confirm no items were left behind at origin,all furniture was padded inside the home and residence protection, was used, as well as acknowledgement there was no evidence of damage to property 3. Confirm a walk through was completed and items were delivered, without anything being left on the truck, residence was protection was used and acknowledgment there was not damage to the home/property by our tea. Acknowledgement, by signatures for origin and destination included in attached, Load and Deliver - 2.3.2024 - Inventory_Summary.pdf.
  Further this information was sent via email to ***************** at the completion of services. Following are the dates and time they were sent:
  2/2/2024 @4:37 Included:ASP, Inventory Summary Signed, Move Order Contract_RS0270450
  2/3/2024 @3:47 Included:ASP, Inventory Summary_RS0270451_Reuther-signed, Move Order Contract
  This information is consistent with our GPS tracking for the load/delivery on 2/3/2024 as included in the file, Reuther_PreExisting Photos.pdf
  Information is provided in our pre-move confirmation information, Vital Information, (link here: ********************************************************************************************** ) under Claims, states: any damages to residence must be documented in writing by the customer with the crew leader at time of occurrence. The first notice of damage received by the Reuthers was via email on Wednesday, February 14, 2024 2:19:02 PM, more than 11 days after delivery. Photos were taken on February 16, 2024 as confirmed in the document, Reuther_PreExisting Photos.pdf.
  JK documented pre-existing damage at time of services, properly provided residence protection per standards, notified the Reuthers at the time it was discovered, while marking many areas with green tape for easy visibility. The information, including the photos were emailed at the completion of each service day. These damages are consistent with normal wear and tear in a well lived in home and not a result of services performed by our team.  

  Business Response

  Date: 04/04/2024

  Thank you for the opportunity to review your comments and provide a response. I have attached the Move Order Contract Packing MoveOrderContract_Reuther_RS0270450.pdf. Our estimate, Reuther_Estimate,pdf, included 7 hours of packing with 1 hour of travel. Actual was 7.5 hours plus one hour of travel. The estimate to actual was a difference of 30 minutes. Estimated packing of 106 cartons with an actual of 107. The additional packed item was a crib mattress that was added on at the time of services. Total difference between the estimated cost of labor and materials was $208.52. The estimate included 2 packs of paper, while the team used 4, increasing the cost by under $60.00. Using 4 pieces of paper to cover the dog bed, would be adequate, however not excessive as the intent is to enclose the bed in paper as to not allow the spread of hair, dirt, etc to come in contact with other household items. I have also included the ***** survey Reuther_John_Condition of Origin Home.pdf, showing conditions of the home prior to our services.
  Our non-negotiable standards include a walk through of the home(s) at beginning and end of services to 1.)notate any pre-existing damage, and 2. Confirm no items were left behind at origin,all furniture was padded inside the home and residence protection, was used, as well as acknowledgement there was no evidence of damage to property 3. Confirm a walk through was completed and items were delivered, without anything being left on the truck, residence was protection was used and acknowledgment there was not damage to the home/property by our tea. Acknowledgement, by signatures for origin and destination included in attached, Load and Deliver - 2.3.2024 - Inventory_Summary.pdf.
  Further this information was sent via email to ***************** at the completion of services. Following are the dates and time they were sent:
  2/2/2024 @4:37 Included:ASP, Inventory Summary Signed, Move Order Contract_RS0270450
  2/3/2024 @3:47 Included:ASP, Inventory Summary_RS0270451_Reuther-signed, Move Order Contract
  This information is consistent with our GPS tracking for the load/delivery on 2/3/2024 as included in the file, Reuther_PreExisting Photos.pdf
  Information is provided in our pre-move confirmation information, Vital Information, (link here: ********************************************************************************************** ) under Claims, states: any damages to residence must be documented in writing by the customer with the crew leader at time of occurrence. The first notice of damage received by the Reuthers was via email on Wednesday, February 14, 2024 2:19:02 PM, more than 11 days after delivery. Photos were taken on February 16, 2024 as confirmed in the document, Reuther_PreExisting Photos.pdf.
  JK documented pre-existing damage at time of services, properly provided residence protection per standards, notified the Reuthers at the time it was discovered, while marking many areas with green tape for easy visibility. The information, including the photos were emailed at the completion of each service day. These damages are consistent with normal wear and tear in a well lived in home and not a result of services performed by our team.  

  Customer Answer

  Date: 04/15/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21315873
  
  I am rejecting this response because:
  

  Yes and your drivers who falsify information to the client's face about the procedures and documents being noted. All reviews should be advised to just film the whole process and see the immense waste of resources to upcharge clients. All pictures of "pre-existing" conditions were made after furniture was moved to prepare to move it and then marked as "pre" existing. To then go through the effort and put tape in the later part of the afternoon to mark it. 
  A ****** learned for sure, not to use the business, advise others against it and make note of how to handle movers in the future and have to babysit them to avoid this very situation because professionalism doesn't apply to this company in the slightest, nor does common sense. Dumping desk supplied into just a large box, wrapping dog beds and pillows with packing material, 5 sheets of paper for a stapler, laughable and even more impressive in waste than I have seen in the Navy.

  And also make sure to not allow movers to start moving or prepping anything until the full walkthrough is complete as they were dragging and moving things before a walkthrough was actually completed and probably for the same reason so they could damage property and "stage" and then try and say it's pre-existing. 

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

  
  

• Initial Complaint

  Date:02/14/2024

  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.

  As reported with the inventory and photos during my move from ******* to ************ in mid December, I had significant damage to two ********************* dining chairs, the dining table, and two antique hardwood tables whose legs were broken off. One was a standing desk with inkwell. These family antiques had made it through 70 to 200 years with other moves and no such breakage. Because of the stress of the move, my family chose to replace or repair the items so I did not have to wait months on an insurance claim.A crack or scratch is one thing, but these pieces looked like they fell off a building or were crushed by a huge load. Also, I was repeatedly promised from day one that the same driver crew chief would be on this load, which JK packed, but in ****** a new crew took over. ** got their money but doesn't deserve the chunk of it that demolished some of the oldest pieces handed down in my family.When I was comparing more than half a dozen movers, I relied on reviews and BBB rating and membership. I would not recommend JK Moving to anyone else.

  Business Response

  Date: 03/08/2024

  Thank you for allowing us to respond. I do apologize that despite our best efforts, your serviced did not go without damage.

  Additionally, from time to time due to operational resources and service commitments shipments may be assigned to a second move manager and crew. This does not interrupt our service or delivery as confirmed with the on time pickup and delivery of your household goods shipment.

  Attached is the estimate and Terms of Conditions (File: *********************************** and Conditions.pdf) which provides information specific to notice of claims submission and process. Please note, JK is not an insurance company, and the purchase of full valuation protection for damage as a result of carrier mishandling. ** takes great pride in bringing claims of damage to resolution as quickly as possible. On average our claims are brought to resolution within 30 days or less. Upon receipt of your email on 12/20/23 notifying us of the damages, our reply included a claim form (attached file: JK Claim-Form and Instructions.pdf), with instructions on submission.

  To date, we have not received a claim form, which is the first step required to address your claim. As notated in the terms and conditions we do have a right to inspect the damages, and the claim form instructions are clear in respect to not moving forward with repair or replacement prior to our inspection. As a courtesy, if you would submit a claim form, along with photos of the damages and receipts for repairs, we would review for consideration.

  We genuinely appreciate the feedback you have shared of your experience. This feedback will be used to coach and counsel our team members with the intent of improving our services. 

  Customer Answer

  Date: 03/27/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21293478
  
  I am rejecting this response because:

  As I mentioned originally, leaving the broken furniture (which was photographed and listed as damaged at the time of delivery in the mover's documents) untouched in my new home for months to process a claim was not an option. The pieces would have presented a hazard, and I would have had to purchase replacements for all. Instead, family members did what they could on the repairs, and saved me a great deal of stress.

  What I wanted was a refund on the part of the fees represented by the furniture that appeared to have been thrown off a truck or impacted by a large load shift in a poorly packed space. I understand the claims process, and had purchased the insurance, but had never experienced damage like this that made living in the new home difficult.
  

  And I want to repeat: this mover did not fulfill its obligations or live up to its reputation.
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  JK Moving Services was contracted for my small move from ******** to ********* on 9/5/23 with my items going to storage temporarily since I did not yet have a permanent place. 1) Prior to the move, they had me video tape all the items to be moved and quoted me a price of $9,000 and assured me that this would be the final cost except for the additional storage while awaiting to deliver to my new place. 2) As soon as the items went into storage, I received numerous emails asking that I pay the full amount. The price of the move kept going up with each email and no explanation was even given as to why. 3) The day of the delivery (November 10, 2023) the screen to my $3,000 Peloton bike was missing. I contacted JK Moving immediately and sent them a picture of the wrapped screen and the number assigned to it that one of the movers had given me. Two different coordinators each said that the warehouse looked everywhere and could not locate the screen and that I was to file a claim. 4) I filed the claim and received an email today (1/22/24) advising me that the screen was "found". I had already purchased a replacement for $650, paid $159 to install it and also had to purchase a bottle holder and screws for $50 that ** also lost.5) I also received a letter by mail today (1/22/24) saying that there was a $500 deductible which I was never told about. I was encouraged to sign up for extra insurance since I was told I would be reimbursed 100% of the price of any lost items. They also denied the claim since they "found" the screen 2 months later after I was repeatedly told that it was lost.6). All my boxes were marked. The movers punched holes in all the boxes that were marked "office". 7) Dealing with JK Moving has been nothing short of a nightmare from beginning to end. They advertised that they would make the move stress-free and it was just the opposite. I would really appreciate if you could please help me with this issue. Thank you in advance.

  Business Response

  Date: 04/04/2024

  
  Thank you for the opportunity to review and respond. I have reviewed all the documents and provide the following.
  
  JK provided an estimate with a signed acknowledgement on August 24, 2023. See attached file, Defils_Estimate_Signed 8.24.2023.pdf. This included the loading,storage (at 30 days) and delivery to ********, ** in the amount of $11,501.22.
  
  Additional services included shuttles at both origin and destination (due to constraints to load/deliver with a tractor trailer), dis/reassembly of an exercise bike and a cost for full value protection with a $500 deductible. Please note, information of available coverage options is just below the highlighted estimate of charges. These options are included in a table with detailed information of coverage, deductibles, and charges. In the comments/special instructions it is further noted, the customer may modify valuation coverage at any time prior to the start of the move.
  
  The estimate verbiage also advised that this is a non-binding estimate, and actual charges will be based on actual weight and materials. The invoiced amount for our services was $12,041.98, which included an additional 32 days of storage, 62 days total. There was a refund of $237.00 for credit of reassembling exercise bike/screen, for a final total collected of $11,804.98. *** estimated weight of the shipment at ***** and actual weight was 4,460.
  
  As provided in the pre-move confirmation and pre-move check list sent to Ms.****** ***** address of **************** on 11/16/23 provide detailed information related to payment upon completion of services and prior to delivery.
  
  While performing a trace for the missing screen, ** was able to locate the item. Upon locating the item, it was sent via Fed Ex to Ms. ******* See attached proof of delivery, ***** Shipment 774780900285_ Your package has been delivered.
  
  In order to bring closure to this matter as a gesture of our commitment to customer service, JK will provide reimbursement in the amount $175.00. This represents the cost of the replacement screen $650 and missing weights, $25.00,less the deductible of $500.00. ** has already refunded the cost of the reassembly of the bike/screen as described above. While ** takes accountability for the initial non-delivery of the screen, ** did provided the services to pack, prepare for shipment, and transport the exercise bike and screen. Thus, we will
  not be providing additional reimbursement for these charges. ** will not invoke salvage rights in obtaining the returned or replacement screen.
  
  We appreciate the opportunity to bring this matter to resolution and will process the reimbursement in the amount of $175 via check and sent to the address on file, ******************************************************************************************
  
  
  Sincerely,
  
  ****** ******
  Director of *************

  Customer Answer

  Date: 04/25/2024

  Please let me know where I can leave a review on JK Moving.

  Thank you.

  ******

   

  Customer Answer

  Date: 05/03/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21184611
  
  I am rejecting this response because: I was told by ******* ******* at the time that I was booking the move that the insurance they have would give me $.06 on the dollar for the value of my items in case JK lost or damaged them.  He also said that if I took extra insurance, the company would reimburse me dollar for dollar for my items in case of damage or loss.  No deductible was mentioned.  I was surprised when the letter from ** took off $500 for the deductible for my $650 Peloton bike screen which they told me twice on email was lost.  That and other false claims by that company is why I am rejecting their response.

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

  
  

  Business Response

  Date: 05/19/2024

  We appreciate the opportunity to provide a response to Ms. ******* reply.

  I have thoroughly reviewed all phone calls between Ms. ****** and ******* ****** and found that during the 8/18/2023 call valuation was discussed. There was no mention of a price/per pound, and the valuation protection was explained in detail.

  Additionally, on 8/24/2024 ******* ****** and ********* were comparing the estimates between ** and the other company from whom Ms. ****** had obtained an estimate. During this call, Ms. ****** said she had read BBB reviews and advised there were comments related to items damaged. ******** ****** advised at that time, customers ********************** long distance should not move items without valuation protection. He advised based on her comments the BBB reviews sounded as if they were local moves. He stated it is common for those customers, ********************** locally, often time do not choose full value protection and instead opt for the free option, which is coverage at only $.60. Our consultant also reminded Ms. ****** the estimate included valuation and to make sure to review. Our consultant spent over 1.5 hours on 3 calls reviewing the estimate and answering questions, providing transparency of all charges.
  
  We regret Ms. ****** experienced damage and loss during her shipment. ** has provided full compensation for Ms. ****** claim,less her deductible. I have attached the signed estimate which includes deductible options, the costs and well as notes the current deductible applied. Also included is the signed Bill of Lading (Interstate_BOL_Origin.pdf). The document shows the total declared valuation, cost of the valuation and valuation deductible, just above Ms. ****** signature of acknowledgement.

  Customer Answer

  Date: 07/29/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21184611
  
  I am rejecting this response because:  1) I was advised by Mr. ******* that I would be FULLY REIMBURSED for items lost or damaged during transport and that's the reason why I chose to get fully insured.  2) In addition, after email confirmations by 2 JK Moving representatives (******** ****** 11/15/23 and Art ***** 11/22/23)  that despite their best efforts they were unable to locate the screen for my Peloton I went ahead and purchased a new one.  It's unfair that JK MOVING LOST MY EXPENSIVE PELOTON SCREEN and I HAVE TO PAY FOR IT even though the move was insured.
  
  
  Regards,
  
  ****** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  JK moved us from TX to NC and we were very happy with almost all of the service. They were substantially more expensive than other quotes we received, but their reviews were a lot higher. The moving coordinator, packing crew, and driver were all very qualified and easy to work with. Our belongings got to us safe and sound. The problem was with unpacking. One of the crew moved a dresser by himself and dragged it along the floor. Even though it was wrapped in a blanket, the dragging left a 4 ft scratch in the wood. When I told the driver/crew leader, he said not to worry - just to call my moving coordinator and he would refer it to claims, which I did. Nothing happened for several weeks and I kept checking in with the moving coordinator, who said he had referred it to claims and they would be in touch. After a month with no resolution, I filled out a negative customer satisfaction survey. The next day someone from claims emailed me apologizing for "recent changes to our claims team, and it seems your notice of damage was missed." I returned her message after a week and provided a full account of the incident along with photos. I have not heard back for 10 days and it appears my claims representative won't be back in the office for another 10 days. Since we rent, I know we will have to pay for this damage out of our own pockets unless it gets fixed by JK. I have lost faith that JK is trying to resolve this claim and don't know who else to contact.

  Customer Answer

  Date: 01/23/2024

  Hello - The company has responded to my requests and provided compensation for the damage to our floors. The matter has been resolved and I appreciate your help!

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

  Business Response

  Date: 01/26/2024

  Thank you for allowing us to review and provide feedback.
  
  On Monday, December 11th we received notice ************** frustration due to delays in response. As the Director of Customer Care, I personally reached out to **************. *** oversight was acknowledge as well as an apology and appreciation for her patience.
  At that time, I asked for additional information from ************** that was needed to bring the claim to resolution. We received a response on the 18th of December which included the requested information. Due to the format of video submissions, we were not able to view in the entirety. However, we provided two option to bring to resolution which included repair or an appearance allowance. The email also advised I would be out of the office, however, would be checking emails. The message included a member of my team to assist in my absence. ************** replied on December 29th, in which the out of office reply would have been received. Upon receipt of her response agreeing to the offered appearance allowance of $800, a check was requested and was sent from our office on January 8th.
  
  Upon notice of the file BBB complaint, I reached out to ************** and provided the information above asking for confirmation she had received the settlement. To date, we have not received a response from **************. We have confirmed the settlement check has been cashed/deposited (attached). The acceptance of the settlement check would bring the claim to closure. 

  At this time, we do consider this matter close. Happy to provide any additional information as needed. 

  Customer Answer

  Date: 02/01/2024

  Date Sent: 1/23/2024 2:24:35 PM
  Hello - The company has responded to my requests and provided compensation for the damage to our floors. The matter has been resolved and I appreciate your help!
  
  *****************************

• Initial Complaint

  Date:10/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We picked this company from multiple candidates based on trust in the representative we spoke with as well as the reputation. Although the other offerings were at least 50% lower we decided to move forward with JK Moving. However, after paying the initial deposit, we started noticing dependencies and additional between what they agreed on. In ways, we feel like they bullied their way through and lacked any customer satisfaction. We ended up with prepaying extra and part of the work was left incomplete. During the process, the only time we were able to speak with the coordinator was to forcefully prepay before delivery. They have been ignoring calls as well as emails. For their reference to investigate the job # is RM0171350. At this point, we would demand to receive a partial refund for the damages and pay another company to complete the work.

  Business Response

  Date: 04/04/2024

  Thank you for allowing us the opportunity to provide a response. We appreciate the feedback provides and apologize if our services fell short of ****************** expectations.
  
  I do provide the following information in response:
  An estimate was provided, (attached: Estimate_Saravi,Mehrdad_Signed.9.15.2023) with signed acceptance on 9.15.23 by *******************************. Included in the comments, packing materials quantities are estimates.Actual quantities will be invoiced.
  
  All conversations related to our services and estimate for services were with ****************, who was paying for the moving services, while advising his sister, ****** as the point of contact at origin.Upon arriving to residence on September 25, 2023, our team found that the packing had not been completed by ****** as her brother, ******* had advised it would be. Our team completed the packing 1 box of small, 1 box that contained a lamp shade, a queen ********* 1 wardrobe and 6 mirror cartons for the glass tops to 5 tables. This was acknowledged with signature on the day of service, by the appointed point of contact, *************************. See included document, ASP_RS0261572-9.23.2023.pdf. We did identify these items as needed to be packed on the survey completed prior to our estimate and services. See attached, Matin_Marjan_Survey Results.pdf.
  
  While these charges were valid, I will provide a 50% ($212.28) discount on the total packing charges of $424.56 as a gesture of goodwill and our commitment to customer care.
  
  Once the weight of the shipment was completed, we provide final charges to the customer in preparation for payment prior to delivery. Notification of payment prior to delivery is notated on page 4 of our estimate, under Important Notice to Shipper, paragraph 3, which states: The carrier will not deliver or relinquish possession of property transported by it until the charges on the estimate given at origin i.e., (1)either the total binding estimate (Option A, B of C) amount OR 110% of the non-binding estimate (Option A) amount; plus (2) any charges applicable for service(s) requested by the shipper after the contract was executed that were not included in the estimate; plus (3) any charges for impracticable operations (such as shuttle service), that do not exceed 115% of the total charges due at delivery, have been paid in cash, certified check, travelers check, or back check. As required by Federal Law, we also supply the following link in all of our, pre move confirmation as well as pre-move checklist information sent prior to the move. (Link: ***************************************************************************************************)
  Marjan was contacted via text on the day of services to confirm all was going well and to check to see if additional assistance was needed.
  
  Prior to delivery, ****** called our sales team member, who provided the estimate to discuss packing charges. During that conversation he advised the charges were valid as the glass tops to the tables,and other items would not be able to be transported safely without protection of packing.
  
  While ****** was not pleased with the additional charges, she did share feedback that the team did a great job packing and loading her items. 
  
  We acknowledge our move coordinator reached out to ****** several times regarding payment. We do understand this was frustrating and this feedback will be used to provide additional coaching and counseling for our team for improvement.
  
  Upon delivery ******* requested the bed and a mirror be physically attached to the walls. ** is unable to provide these services, and thus were not included in the estimate. These would be additional charges, as they are outside of our normal scope of work, also identified in on the estimate. This service would require specialty services to be performed by a certified technician as it includes physically securing items to supports concealed within in the wall. We do apologize for any frustration this caused ******************.
  
  JK will be sending out a check in the amount of $212.28 to the destination delivery address of *********************************************** Apt 3C in ***********, *********
  Again, we appreciate the opportunity to respond and provide resolution to this matter.
  
  Sincerely,
  *************************
  Director of *************
  

  Customer Answer

  Date: 04/29/2024

  Never received the refund check. What do I need to do to reopen this complaint.

  Business Response

  Date: 06/17/2024

  Please see attached cleared check through JK Moving Services bank for cash/deposit my Medrdad Saravi.

  If any additional information is needed, please do not hesitate to contact me.

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

  Director of Customer Care

   

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/18/2023

  Thank you for allowing us to respond.
  

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

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

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

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

  Customer Answer

  Date: 11/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I reviewed the response from JK Moving in reference to complaint ID ********. We will accept the company's offer of $425 to resolve this issue, despite their denial about damage to items that they packed. Thank you.
  
  Regards,
  
  ***********************