ComplaintsforJordan River Moving & Storage

• Initial Complaint

  03/25/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  1) I reached out to Jordan River Moving to assist in moving from ********, ** to *******, **.2) Initial estimate for the 1 bed apartment was quoted at $2,743.13(excluding packing) assuming the weight will be under 2000lbs which is the minimum that the company charges for. Charge for packing was quoted as $500 which brings the total to $3243.13 3) I requested for a visual estimate and the weight was estimated at 2492 lbs 4) Based on the new estimated weight the quote was changed to $4,517.80 (including packing)5) I paid the initial deposit of 451$ on 12/25/2023 and the balance due is $4066.8 5) My belongings are picked up on 02/23/2024 and the actual weight of the shipment is 1580 lbs 6) Even though the actual weight was 1580 lbs I was asked to pay $3820.80 based on the below details transportation $3,540.73 fuel surcharge $354.07 492 lbs less. -$123.00 full packing. $500.00 total cost. $4,271.80 amount paid. -$451.00 amount due $3,820.80 7) I did as for the explanation by sending the initial quote as reference but didn't receive the proper response.

  Business response

  04/05/2024

  I am writing in response to the complaint that Mr. ************************* submitted about his recent move.  *************** facts that he listed are correct. On 12/7/23, ************** reached out to Jordan River for an upcoming long distance move and was given an initial quote for our 2000 lbs minimum.  Then ************** asked for an in-home visual estimate and was given an updated quote after our estimator went to his home on 12/18/23. The new quote was for 2492 lbs and was explained if the weight came in less, then the weight allowance credit is $0.25 per pound.  After **************** items were weighed after pickup, his weight came in under the minimum and he was given the weight allowance credit for 492 lbs.
  
  On 2/27/24, ************** emailed in asking why the final balance due was different than his initial quote. I replied letting him know that we calculate charges based upon the last quote given and for the order for service he signed for.  I also provided the breakdown of charges, which ************** included in his complaint, for his records.  We had other emails and phone conversations,and he never mentioned anything further about the charges, which is why this complaint comes as a surprise to us.
  
  In the interest of customer service, we will go ahead and honor his initial quote, the one given prior to his in-home visual estimate,for the 2000 lbs.  It is important to us that customers know that we are a reputable company and that they can trust us to do the right thing.
  
  We will recalculate the transportation charge and issue ************* a refund.  ************** can also reach out to me directly for refund confirmation, as well.  We hope ************** will be satisfied with this outcome. 

  Customer response

  04/05/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We used Jordan River Moving and Storage to pack, store and deliver our household belongs. The delivery date was Nov. 2, 2023. The sales representative was *****************************. The crew of 4 men damaged and destroyed many pieces of our furniture and art collection. They mishandled our items and were not able to communicate with us as no one spoke English. It is shocking to see the extent of the damage - I have photographs of all as proof. This company should not be licensed to move and/or store household items. I have done several moves in the past, including international, and have NEVER experienced such negligence.

  Business response

  11/17/2023

  We are writing in regards to the complaint submitted by ******************************  Please note, that in 3 years we have received only 2 BBB complaints. Comparing 2 complaints with the thousands of moves we do each year,shows the character, quality and integrity of our company.  We always try to resolve any issue that *** arise.
  
  ******************* hired Jordan River Moving to pick up her household items on 1/7/22 and have them placed in our storage.  ******************* hired Jordan River Moving to then deliver her items out of storage to her new home on 11/2/23.  On the day of delivery, she called in stating she was finding damage.  We let her know that we would promptly send a claim form to her.
  
  On 11/14/23, we received her claim form, along with email,demanding $56,629 in damages and reimbursement of her two moves and storage costs, for a total of $87,227.  And, if we didnt pay her this amount, she threatened to pursue legal action and contact the news and social media platforms.
  
  We process every claim with the same manner and procedure.  We do not discriminate from any customer regardless of intimidation or status in society.  ******************* chose valuation coverage of $0.60 per pound per article.  We just started processing her claim, and requested more information as her claim form was incomplete.  We understand that her BBB complaint is part of her intimidation process.
  
  ******************* was moved in the same manner and professionalism as every other customer. All her furniture was wrapped with our padded moving blankets and everything was stored securely in our warehouse, and her items were delivered with the same professional movers as every other customer.
  
  The comment of none of the movers speaking English is grossly untrue.  Just because the movers are Hispanic, they shouldnt be profiled as non English speakers.  Our movers perform thousands of moves and have no such complaints.
  
  In conclusion, there was no negligence with Mrs. ******** move.  As mentioned, we just received her claim form, and as soon as we receive the requested information, we will process it like we do with every other customer.

  Customer response

  11/25/2023

  To whom it may concern:

  Our case has not yet been resolved. Jordan Movers requested more information - such as specific weight of furniture that was damaged. We have submitted reply with our best estimates as we do not know exact weights of furniture pieces.

  In response to their accusation that we were profiling when we explained our inability to communicate with workers - we did not intend to profile or insult. We were simply starting a fact - none of the workers spoke English and therefore could not communicate with us. They could have been from *******, ********* or anywhere that is not English speaking.

  Jordan also stated that they wrapped my furniture and did everything appropriately however, we have photo's of all of the damage - from the day of the move. They clearly did not handle the items with care and therefore caused damage. They can not dispute the facts - our items were broken, crushed, broken, scratched etc.... while in their care. They are responsible.

  I deeply regret that we have suffered such a great loss. We chose Jordan Movers and Storage because they promised us a standard of service which they were not able to provide. This should not have happened. It is a very poor business practice.

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/3/23, I scheduled a move with the ********, ** location for a move. I paid $150/hr for 3 men and a truck and travel time. It took them about 11hrs for the move. During the transport, they broke my sons desk, lost the metal pieces to my console table that holds the shelves in the cabinet and one of the movers stole my Amazon echo dot that was on the floor plugged in the master bedroom. They reported they saw it but didn't move it but it was gone when they left. I called the next day to report it. They called the movers but none of them were helpful. I was told that my representative ******** would contact me. I never received a call so I emailed her on 3/14/23 and she informed me that ******* would look into my issues. It is now another 7 days and no one has contacted me about my missing, stolen and broken items.

  Business response

  03/23/2023

  We are furious with the false accusation stating that our crew stole an item. Our crews do full pack jobs time after time and never accused of stealing. The customer has no proof of the accusations of a stolen Amazon Echo and the crew said they left it where it was connected. 
  
  As far as the damage desk and missing shelves holder, we are very sorry the communication was mishandled by ******* and ********, they should have informed the customer to file a claim with our company so the main office can process the claim based on the customer coverage election.
  
  We will email a claim to the customer to the email on file of ************************* as well as send a hard copy in the mail. As soon as we get the claim back we will process it. 

  Customer response

  03/23/2023

   
  Complaint: 19633037
  
  I am rejecting this response because: It is not a false accusation that an item was stolen. Just because it hasn't happened before per your own perception because I have no way of proving if this has happened before but it happened to me.  I have no reason to say it if it didn't. They admitted that they saw it but it was gone when they left. I have much more valuable items that I could have said was stolen if I wanted to make it up. I would not make a false accusation, especially for an item that is so inexpensive.  It's the principle that I trusted your company with my belongings based on the fake reviews and this is what happened. You were not there so you don't know what happened.  Being the owner of a company,  you should have better customer service and apologize when something goes wrong instead of having such a negative response.  I tried to handle this directly with the company but was unsuccessful, therefore I had to take this route to get a resolution.  I will also do my best to spread the word on how horrible this company is, especially the owner and their customer service. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My experience with Jordan Rivers Moving & Storage has been very stressful and frustrating. David A******** the agent of Jordan Rivers was very hard to work with. The communication and attitude of David was very upsetting. It was encouraged by the estimator to over estimate the items to move which I did and it totaled at 14,000 lbs. I communicated with David ahead of time that I have gotten rid of a lot items and the cost should be less and he confirmed that there will not be any problem because it will based on the weight. On the day of the move sure enough the total weight was half as much, 7,000lbs. I was assured by the movers that my cost should be reduced by a lot but to my surprise I ended up paying just as much as if I moved 14,000lbs. David explained that I did not change the items on the estimate do I got charged as estimated and not what actually been delivered. This blew my mind. They had 5 days to adjust the load delivery but instead they charged me based on the estimate.

  Business response

  07/06/2021

  I am writing in regards to the complaint submitted by ******* ********.  On April 15, 2021, Ms. ******** contacted us to get a quote for a long distance move, from WA to AZ.  Because long distance moves are based upon weight, we sent our visual estimator out to her home, and with the items he saw, her shipment was estimated to be 14,112 lbs.  With that information, she was provided a quote for the cost to move to AZ.  
  
  Before her items were picked up, Ms. ******** let her sales representative, Mr. A******** know that she would try to get rid of items so her weight should be much less.   He let her know that that was totally fine, but to let him know what items she wasn’t going to be taking so he could provide her with an updated quote with adjusted weight.  Unfortunately, Ms. ******** never let Mr. A******** know what items she wanted removed from her quote and therefore her quote stayed at the 14,112 lbs.  On the day of her pickup, because we were still under the impression that she would have the full estimated weight, we brought out more people and more trucks than were actually needed for her pickup.  In addition, we had that amount of space reserved for the 18 wheeler that would be transporting the shipment to AZ.
  
  In Ms. ********’s confirmation email (the attachment she submitted with her complaint), it states that if the actual weight is less than the quoted weight, a weight allowance credit of $0.25 will be credited to her.  Ms.  ********’s weight came in 6152 lbs less, so she received $1538.00 off the cost of her move.
  
  We cannot know or guess which items or how much weight Ms. ******** would not be taking with her.  Mr. A******** told her to provide the list of items to be removed  so he could adjust the quote for her, but never received the information needed from Ms. ********.
  
  We’re sorry to hear that Ms. ******** feels that this is a billing issue, but we were only able to provide a quote with the information that we had.

  Customer response

  07/20/2021

  Thank you for addressing my dispute. I just wanted to express my frustration and disappointment of working with Jordan Rivers Moving and Storage. The communication regarding the cost and charges were very poorly communicated to me. I received a free estimate upon my request and it was not communicated that the moving cost would be based on the report. I thought the estimate was just an estimate for my budget and not to determine my actual cost. It was encouraged by the estimator to over estimate but little did I know that it was more harm than good to do it. I mentioned to David at least 4 times that I will be reducing the load to reduce the cost but that was not the case. David said that I do not have to worry because  it is all based on the weight.   Instead of saving money I ended up paying almost the same.  The actual movers said that my load was cut in half and that I should be paying much less. 5 days later the truck delivered the furnitures and boxes to Arizona with the bill which was twice as much as what it should be. I will never use this company in the future or recommend them to anyone. 
  ******* ********
  

  
  

*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. ↩