ComplaintsforJohn's Moving & Storage

• Initial Complaint

  12/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  June 2022, John's Moving & Storage was hired to move us to ****** ****** **. It was the worst move we have had in 55 years. (we have moved 27 times). We paid for the full coverage/replacement insurance. We claimed damages of $5787. John's sent a check for $907.00. They later researched the value of the latex mattress and said they would pay $2200 toward our $4000 claim. Another check would be in the mail .We waited and waited for the check and finally contacted them about the check. They then stated that we had packed the mattress ourselves and they would pay nothing. John's crew packed the mattress, damaged it and tried to blame us. Can you see a 77 year old man and 75 year old woman packing a king size mattress? That's why we hired John's because we're too old. They taped it with a brown movers tape that only movers use. We have pictures of the tape and damages. We would be happy to just get the $2200 for the mattress like they said and move on with our retirement.

  

  Business response

  01/05/2023

  I am very sorry that there was damage on your move.  We settled the claim for $907.38.  We have spoken to the employees that were a part of the move and they are confident that they did not disassemble the mattress.  When we move mattresses we place them in bags or mattress cartons.  The employees would not have even known that the mattress could be taken apart in pieces and there would have been no need or incentive to do so.  Again, I am very sorry that there was damage but we settled the claim based on our investigation of the move itself.

  

  Business response

  01/12/2023

  I am very sorry that there was damage to your mattress but I just spoke with **** (his name is ****, not *****), who has been with this company for over 20 years and is extremely honest and he is absolutely positive that we did not remove the foam.  Again, we do not transport mattresses in pieces, they are put into mattress bags or mattress cartons.  Also after speaking with ******* (our claims specialist) she said that the ******'s spoke with the mattress manufacturer and she told them that the foam would still work just fine as the tears would not affect the integrity of the mattress.  As I stated in my previous response we have already paid out $907 to settle the claim.  I have looked on Amazon and in an effort to resolve this matter I would be willing to buy and have Amazon ship a king mattress topper.  Most of them are under $100 with the most expensive one I am seeing is $199.  The mattress was purchased in 2014. Again, we did not cause the damage but I am simply trying to bring this matter to a resolution.  

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  Customer response

  01/15/2023

  
  Complaint: ********
  
  I am rejecting this response because: John's Moving & Storage lies keep getting deeper and deeper.  My wife and I did NOT pack the pure latex mattress.  John's crew did. We sat in the living room and watched them carry out the taped mattress.  We bought the expensive pure latex mattress because of my wife's allergies plus it had a 20 year warranty.  We will swear in a court of law under oath that we did not pack the mattress.  Will **** do the same?

  I think if you check Ms. ******* e- mails, you will find that she called the  mattress company.  She found it would cost approximately $1100 per layer to replace the mattress.  There were 2 layers damaged. (top and middle)  Total $2200.  She would be sending us a check less the $100 already paid. Then all of a sudden it was decided that we packed the mattress and you all were not responsible for any damages.

  Your offer of a $100 cover is a joke.  I plan to leave this claim open with the BBB and bring your actions to the attention of the social media until you you settle it properly.

  Sincerely,
  
  ****** ******

• Initial Complaint

  09/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hired John's Moving and Storage to assist with a move. Contents of my home were moved, held in storage by John's for approximately 60 days, and then moved into a new address. This was a local move from **** ****** ***** ****** ******** ** ***** to ***** ******** *** ******** ** *****. Move out occurred on June 2nd 2022 to begin the storage period. After the storage period, the move in to the new address occurred on July 30th 2022. Full value insurance was purchased at the time of move, and several items were listed on the paperwork as 'high value items' that were to be professionally packed, stored, and moved by Johns. The move experience was terrible, and almost every item that was packed by John's Moving and items that was listed on the high value list was damaged. High value items damaged included dining room chairs, leather couch, all refrigerator panels, ceramic grill, stainless grill, patio table, as well as damage to the home itself (scratched hardwoods, incorrect plumbing hook up causing water damage, wall damage, etc.). Claims were filed for the damaged items. Acceptable payment was received for the damage to the couch and dining room chairs, but the remaining items were either denied claims, or only provided $25-50$ 'cosmetic' payments. This is nowhere near fair value to get repaired or replaced. These items should be covered by the full value insurance and were listed on the high value item paperwork. I require two items in particular to be address for an acceptable resolution that are expensive repairs. Damage to the ceramic grill and the damaged refrigerator panels. I can overlook the other damage. Cost to replace the damaged parts were provided to and declined by John's Moving: Refrigerator right door: 170.44 Refrigerator left door: 254.10 Refrigerator freezer door: 254.10 Estimated NC sales tax on fridge parts: 49.20 Kamado Joe III base: 249.99 Estimated NC sales tax on grill part: 18.12 Total: 995.95 - 100 (already received in first check) = 895.95

  

  Business response

  09/20/2022

  I do apologize that there was damage caused during your move.  We strive to do our best.  We settled the claim and sent a claim check in the amount of $975.  We are regulated by the state of North Carolina and settle all of our claims by the guidelines set forth per North Carolina law.  Having said that, I do not want to leave you with a bad taste in your mouth so I am willing to send an additional $500 provided that you remove your reviews from ****** *** ****** ****.  One last note, we did not move a customer with this name but I am assuming this is in regards to the ****** ******** move.

  Customer response

  09/20/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Thank you for your reply. Unfortunately, the fact that the moving company is regulated by North Carolina laws is exactly the reason I am complaining. I do not believe that our claim was handled in accordance with those laws. This BBB complaint is an attempt at resolution prior to pursuing legal action in small claims courts. At the time of the move, full value protection was purchased and all items damaged were in the high-value item list and signed off by the moving team. The $975 claim check  already received covers only a small portion of the actual damage to items being moved. In fact, the additional $895.95 I am asking for still doesn't cover the majority of the damage, nor does it cover any of the damage to the actual house (floors, walls, water damage, etc.), but it is an acceptable figure that allows for repair of the most negligent damage.

  That said, there are two scenarios where I would accept closure:

  1) The $500 additional would only be acceptable to me if I am able to leave my reviews up on ****** *** ******* **** (and others). I would agree to amend existing reviews with an update that includes this resolution, but I would not alter the original explanation of my experience. I would also agree to close this BBB complaint as resolved.

  2) The only way I would accept to completely remove all negative reviews and close this complaint would be for the $895.95 additional I've requested. I view this as being quite reasonable based on the actual amount of damage, the type of protection purchased, and the high value agreement of damaged property.

  To address your last note, yes, this is related to the ****** ******** move. The moving appointment was in her name, but I am the owner of the homes being moved and the property that sustained damage.

  Sincerely,
  
  ***** ******

  

  Business response

  09/29/2022

  I just went back and reviewed the claim for a 3rd time.  I do not see any significant damage to the ****** Grill base, it is a minor scratch and may have not been caused by John's but we reviewed that and gave you the $50 appearance allowance.  I also looked back at the pictures of the fridge and I do see small dings in the freezer and right door but I cannot find any damage from the pictures provided to the left door.  Those 2 panels with tax come up to $456 then I rounded up to $500 (really $550 as we also already gave you $50 for that), again in an effort to appease.  But we did settle per NC standards and I honestly try to be as far as possible when settling claims (what would I expect to have fixed/reimbursed if it were me).  I will still offer the $500 but that is with the caveat that the reviews are removed.  I truly am sorry that there was damage on your move, we have already sent you a check for $975 which is more than we are required to settle for based on North Carolina law.  I understand if you want to keep your reviews up and if that is more important to you then the $500 than that is your right and choice. 

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issue: **** **** Bed post and hardwood floors were damaged by the movers/employees of John's Moving & Storage Company during the move-in to our new residence on June 16th, 2021. The company refuses to process the claim, saying we have an outstanding balance. Background: The movers acknowledged the damages and told us to file a damage claim. My husband and I paid $540 for additional Full Value Protection insurance. We collected replacement and repair estimates and submitted a damage claim. The company owner (**** *******) claims there is an outstanding balance of $288.19 and is demanding payment before processing the damage claim. My husband and I have spent the past year asking for documentation of the alledged outstanding balance, copy of final invoice (which we hadn't been given copy of), and having an attorney send letters and legal requests - with no reply. July 2022 I reached out to **** again. A copy of the invoice was sent to us. There are errors in the accounting. A storage fee of $761.46, paid on May 1, 2021 hadn't been credited to our account - resulting in a credit to us of $473.27. I brought this to her attention and was then sent a revised invoice, with incorrect dollar amounts, to seemingly justify the claim of the $288.19 out-standing balance claim. She disputes the accounting errors, claiming we still owe $288.19, deny her movers damaged the hardwood floors and will only reimburse $250 to repair the bed that has a documented replacement value of $9000. She is denying the floor damage claim of an estimated $5,000. The floor was damaged during the move-in because the movers removed the legs from a queen-sized sofa bed, chair & ottoman and set the furniture on the floor with the screws exposed. While placing the area rug they adjusted the furniture, resulting in scratches and gouges in the wood. Then, they acknowledged the damage. Now **** claims they saw me move the furniture. I didn't move the furniture, that is what we paid them to do.

  

  Business response

  08/30/2022

  We have tried to explain to Mrs. ***** that we are unable to resolve her claim due to North Carolina Utilities Commission regulations.  We are a licensed moving company and are therefore regulated by the state.  I have reached out to the utilities commission to speak specifically about this situation and I am attaching their response.  Mrs. ***** never paid for her move in full and therefore is not eligible for a claim settlement (again see response directly from the Utilities Commission).  Furthermore, if we were to settle the claim the floor damage would be denied as the homeowner is the one who drug a dresser across the hardwood floors and the bedroom set scratch would be an appearance allowance of $250 (less than what she owes us).  And again, this claim would be settled (if she had paid her invoice) per NC Utility Commission regulations.  I am very sorry that Mrs. ***** is not happy with her move but I am unable to process any claim settlement.  We have tried repeatedly over the last year and a half to explain this to her.

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