ComplaintsforKrupp Moving And Storage II, LLC

• Initial Complaint

  04/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On multiple occasions the GM attempted to invoice us for more than the contracted amount. After several calls the invoicing was reluctantly corrected. The staff attempted to get us to sign blank inventory sheets with the promise that they would fill them in later and send us a copy. Filling uncomfortable with Krupp movers we opted to take out insurance for our property. When the truck arrived it was apparent the lack of effort taken to secure our belongings. There were crushed boxes and items in complete disarray in the back of the truck. China and pictures were crushed. Even metal tools were destroyed. There was also a water leak in the truck damaging some items. We also had numerous missing items. The damages were so bad that we immediately contacted the Home Office and were assured that because we had insured the move, we would recover most of the losses. We worked with the claims office who seldom responded to emails and rarely answered the phone. After weeks and weeks of attempting to work with them they denied almost all claims of value. Missing items were denied because they were not on the inventory list, the one not taken. Damaged items were denied because we waited too long to file the claim when they did not respond to emails and rarely answered the phone. Some were denied because they didn't like the size of the picture taken but didn't ask for another. Finally others were denied because we didn't sign the document stating that we received all our items in good condition. Nearly every step of the way it appeared that they were attempting to over charge us or get out of paying for any damages. We were more than conservative with our attempt to recover even a small part our or losses. We have dozens of photos of the damages if required.

  Business response

  04/11/2023

  April 7, 2023
  BBB of Akron
  Attn: Consumer Complaints
  1169 Dublin Road
  Columbus, OH 43215-1005
  Re: Mr. &***;***; Mrs. *****, Case #19888937

  Dear BBB;

  With respect to your email dated April 3, 2023 concerning complaint #*********, Mr. &***;***; Mrs. *****
  (Shipper) please find herein our response. For clarity the Shipper’s complaint shall remain in black, Krupp
  Moving &***;***; Storage, Columbus (Carrier) response in blue.

  Shipper’s Complaint
  Delivery Issues

  Customer’s Statement of the Problem:
  On multiple occasions the GM attempted to invoice us for more than the contracted amount. After several
  calls the invoicing was reluctantly corrected. The staff attempted to get us to sign blank inventory sheets
  with the promise that they would fill them in later and send us a copy. Filling uncomfortable with Krupp
  movers we opted to take out insurance for our property. When the truck arrived it was apparent the lack of
  effort taken to secure our belongings. There were crushed boxes and items in complete disarray in the back
  of the truck. China and pictures were crushed. Even metal tools were destroyed. There was also a water
  leak in the truck damaging some items. We also had numerous missing items. The damages were so bad
  that we immediately contacted the Home Office and were assured that because we had insured the move,
  we would recover most of the losses. We worked with the claims office who seldom responded to emails
  and rarely answered the phone. After weeks and weeks of attempting to work with them they denied almost
  all claims of value. Missing items were denied because they were not on the inventory list, the one not
  taken. Damaged items were denied because we waited too long to file the claim when they did not respond
  to emails and rarely answered the phone. Some were denied because they didn&***;#39;t like the size of the picture
  taken but didn&***;#39;t ask for another. Finally others were denied because we didn&***;#39;t sign the document stating that
  we received all our items in good condition. Nearly every step of the way it appeared that they were
  attempting to over charge us or get out of paying for any damages. We were more than conservative with
  our attempt to recover even a small part our or losses. We have dozens of photos of the damages if
  required.
   
  In the interest of factual clarity please find herein the Carrier’s response.

  On multiple occasions the GM attempted to invoice us for more than the contracted amount. After several
  calls the invoicing was reluctantly corrected.

  As with all storage customers the Shipper was charged the standard warehouse and handling fee. After the
  move into storage the Shipper complained that the salesperson did not make clear the warehouse and
  handling fee. The Shipper didn’t realize there were additional charges and demanded a refund. In as much
  as the warehouse and handling fees were part of the contract, in the interest of customer service the General
  Manager graciously refunded the warehouse and handling fee in the amount of $640.19. No reluctance nor
  unwillingness…just simply a courtesy.

  Filling uncomfortable with Krupp movers we opted to take out insurance for our property.

  The Shipper elected coverage prior to the move with the Claims Director expressing no feelings of being
  uncomfortable with a service that had not yet occurred at that time.

  When the truck arrived it was apparent the lack of effort taken to secure our belongings. There were
  crushed boxes and items in complete disarray in the back of the truck. China and pictures were crushed.
  Even metal tools were destroyed. There was also a water leak in the truck damaging some items. We also
  had numerous missing items.

  
  Upon the completion of the move the Shipper contact the Carrier and spoke with the salesperson. The
  Shipper reported the following broken items;

  China, Pictures and Tools

  The Shipper did not report numerous items missing. In fact, the Shipper did not report any items missing at
  all.

  We worked with the claims office who seldom responded to emails and rarely answered the phone.

  Moving Claim Services (MCS) the Carrier’s claim service provider were in continuous contact with the
  Shipper.

  On September 12, 2022 the Shipper spoke with Kara *********, Customer Service Manager at Moving
  Claim Services (MCS), the Carrier’s claim service provider.

  The Shipper did not report numerous items missing to Ms. *********. In fact, the Shipper did not report
  any items missing at all.

  On September 12, 2022 a claim package was emailed to the Shipper.

  On September 12, 2022, ****** M. *********, Vice President of MCS left a message for the Shipper.

  On September 13, 2022 the Shipper’s returned Ms. *********’s call.

  The Shipper inquired as to the possibility of cleaning the sofa. Ms. ********* requested of the Shipper to
  email a cleaning estimate.
  The Shipper did not report numerous items missing. In fact, the Shipper did not report any items missing at
  all.
  On November 12, 2022 the Shipper submitted their claim to MCS.

  Not in the format as instructed within the claim package MCS was unable to open the file and reached out
  to the Shipper to submit again.

  On November 30, 2022 the Shipper attempted to email the file again.

  Not in the format as instructed within the claim package, on November 30, 2022, Ms. ****** M. *********
  left a message for the Shipper with detailed instructions as to submitting the claim.

  On December 1, 2022 the Shipper submitted multiple photographs within several emails.
  
  On December 1, 2022, three months after the date of delivery the Shipper for the 1 st time submitted a large
  list of missing items.

  Up and until December 1, 2022 the Shipper had spoken and/or emailed with Krupp’s Salesperson, Krupp’s
  General Manager, MCS’s Vice President and MCS’s Customer Service Manager..

  Never once did the Shipper report any missing items to these individuals and/or more importantly provide
  written notice to the Carrier of a list of missing items.

  On December 1, 2022 the Shipper submitted a list of 16 items missing.

  However, within the multiple emails dated December 1, 2022 the Shipper did not submit a completed claim
  form as required.

  On January 7, 2023 MCS emailed the Shipper requesting a completed claim form as instructed within the
  claim package emailed on September 12, 2022 and as emailed and discussed on November 12, 2022 and
  November 30, 2022.

  On January 7, 2023 the Shipper emailed the claim form void of the repeated information repeatedly
  requested both verbally and in writing.

  On January 7, 2023 @ 1:02 p.m. the Shipper left a message for Ms. ****** M. *********.

  On January 7, 2023 @ 2:08 Ms. ********* returned the Shipper’s call.

  Ms. ********* reviewed the claim submission with the Shipper. The claim submission was void of
  receipts, proof of purchase, manufacturer’s labels, photos of each item claimed, photos of items in their
  entirety, etc…all the same information repeatedly requested and discussed prior.

  The Shipper again asked about cleaning the couch. MCS repeated their request for the Shipper to email a
  cleaning estimate as discussed on September 13, 2022.

  At that time MCS provided notice to the Shipper the office would be closed between January 22, 2023
  through the 1 st week in February.

  On March 6, 2023 the Shipper left a message requesting the status of the claim.

  On March 7, 2023 MCS emailed the Shipper;

  “Your claim is in progress.  We should have something out to you within the next two weeks if not sooner.”

  On March 11, 2023, 11:15 a.m. Ms. ********* left a message for the Shipper. (The Shipper had still not
  submitted any of the information requested within our January 7, 2023 conversation including but not
  limited to… receipts, proof of purchase, manufacturer’s labels, photos of each item claimed, photos of
  items in their entirety, etc…all the same information repeatedly requested and discussed prior.)

  
  On March 11, 2023, 11:45 p.m. the Shipper returned the call.

  Ms. ********* explained that MCS had still not received any of the information requested within our
  January 7, 2023 conversation including but not limited to… receipts, proof of purchase, manufacturer’s
  labels, photos of each item claimed, photos of items in their entirety, etc…all the same information
  repeatedly requested and discussed prior. Ms. ********* further explained that the Shipper’s cooperation
  and assistance would only help the Shipper’s position.
  
  The Shipper was combative…pushing back…did not want to cooperate…did not want to submit the
  information…the very information that would assist in supporting the Shipper’s claim submission.

  The claim was kept open for a few more days in the hopes the Shipper would provide the information as
  repeatedly requested and repeatedly discussed both verbally and in writing.

  The Shipper never submitted any of the information as repeatedly requested.

  On March 15, 2023 the claim was settled in the amount of $755.84.

  In summary, no exceptions were noted at the time of delivery with respect to any loss and/or damage.
  Three months after delivery the Carrier cannot be responsible nor held liable for damaged items claimed
  not in their care custody and control.

  Three months after delivery the Carrier cannot be responsible for items claimed as missing wherein the
  Shipper never provided written notice of any missing items preventing the Carrier from a timely, rightful
  and lawful opportunity to search for the missing items as claimed.

  Three months after delivery the Carrier cannot be responsible for items claimed as missing and never reported in writing to the Carrier on the day of moving services nor immediately following moving services including but not limited to tools/garage items with a reported albeit unsubstantiated valued of $707.00 a security system with a reported albeit valued of $300.00 and a family collage with a reported albeit unsubstantiated value of $1,500.00.

  The Shipper’s lack of a written notice to the Carrier of loss and/or damage preventing the Carrier a timely,
  rightful and lawful opportunity to assess the damages as claimed and search for the missing items as
  claimed followed by a claim of $5,171.00 three months after the moving services is wholly unjust and
  unreasonable by any standard.

  Despite multiple requests both verbally and in writing the Shipper did not provide any receipts, proof of
  purchase and manufacturer’s labels in order to establish the age and value of the items claimed.
  Despite multiple requests for attached, clear photographs of claimed items in their entirety and labeled
  photographs the Shipper did not provide the photographs as requested.

  Irrespective of the above the Carrier graciously extended consideration for many of the items claimed.

  On March 15, 2023 the Shipper responded in an email accusing MCS of misrepresenting the facts and
  misrepresenting the truth.

  On April 3, 2023 the Shipper filed a claim with the BBB seeking assistance for the very claim the Shipper
  refused to assist with and cooperate in.

  Therefore, the Shipper’s complaint to the BBB “We worked with the claims office who seldom responded to
  emails and rarely answered the phone” is clearly inaccurate.

  Therefore, the Shipper’s continued complaint to the BBB to shape their narrative in a disingenuous attempt
  to demonstrate both the Carrier and MCS were not acting in good faith to resolve their issues is wholly
  contrary to the facts as clearly reflected and explicitly detailed within this response and as duly recorded
  within the email log and call log.

  Missing items were denied because they were not on the inventory list

  This statement is accurate. The Carrier is not responsible for items they did not move.
  
  Damaged items were denied because we waited too long to file the claim when they did not respond to
  emails and rarely answered the phone.

  This statement is inaccurate. Our detailed response contained herein was taken directly from the recorded
  email log and call log clearly reflecting continuous contact with the Shipper, wholly and directly contrary
  to the Shipper’s complaint to the BBB.

  Some were denied because they didn&***;#39;t like the size of the picture

  This statement is accurate. The Shipper did not submit photographs as required despite our multiple
  requests both verbally and in writing.

  but didn&***;#39;t ask for another.

  This statement is inaccurate. The Shipper did not submit photographs as required despite our multiple
  requests both verbally and in writing.

  Finally others were denied because we didn&***;#39;t sign the document stating that we received all our items in
  good condition.

  This statement is inaccurate. The damages claimed three months AFTER delivery were never documented
  AT THE TIME of delivery. Carriers are not responsible for damages claimed three months after delivery
  wherein the Carrier was not in the care, custody and control of the items.

  With respect to the damages claimed, the Carrier was not provided a rightful and lawful opportunity to
  assess the damages in a timely manner.

  With respect to the missing items claimed, the Carrier was not provided a rightful and lawful opportunity to
  search for the missing items in a timely manner.

  Nearly every step of the way it appeared that they were attempting to overcharge.

  This repeated statement is once again inaccurate. In as much as the warehouse and handling fees were part
  of the contract, in the interest of customer service the General Manager graciously refunded the warehouse
  and handling fee in the amount of $640.19. No reluctance nor unwillingness…nor an attempt to
  overcharge…just simply a courtesy.

  Given the aforementioned, the Carrier nevertheless extended consideration in the amount of $755.84, more
  than gracious by any reasonable standard.

  We trust our detailed response has fully addressed the Shipper’s complaint.

  Sincerely,
  ****** M. *********, CCA, CMC
  Vice President
  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

  Customer response

  04/17/2023

  Stephen ***** <**********************>
  Apr 14, 2023, 3:14 PM (3 days ago)
  to disputeresolution
  
  These are the files I provided to ***** in the claims department on 11/12/2022.  I had left several voicemails asking her to confirm that she had received and was able to view the files.  Receiving no return call, I emailed her on 11/15 asking her to confirm receipt of the files.  On 12/01, I was able to reach ***** by phone and she stated that she was unable to view the files and for me to break them up into multiple PDF files and send them that way.  I followed her direction and sent her 8 or 9 emails with 3 or 4 PDFs which she confirmed that she could view.  A drawback with this approach is that the photos could not be enlarged.  Later she denied many of the claims because the pictures were not clear enough for her although prior to the denial, she never stated there were any issues with the photos.  
  
  The attached files are the ones I sent ***** that she could not open.  They are very large due to the photos that could be enlarged for better viewing.  One of the files is in Word format and the other is an Apple Pages file.  Because of the sizes, I received the following message when uploading them:
  
  Your files are larger than 25MB. They will be sent as Google Drive links.
  
  Due to the sizes it will likely take a reasonable period of time to download and open.  
  
  Hope this helps.  Let me know if you need anything else from me.  

• Initial Complaint

  02/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I hired Krupp Moving and Storage to pack and store our furniture and then when our home was completed in Kentucky, move our furniture to Kentucky. I went with Krupp because they said they would store our furniture in a climate controlled vault and their pricing was within our budget. Krupp packed and moved our furniture to storage on Dec.15, 2021. It took almost a year to build our home, so we didn’t have furniture delivered until 11/12/22. We paid $1070/month for storage. When our furniture was delivered, it was damaged and some missing. Our contract called for the furniture to be packed and delivered in a 4 day process. Krupp cut corners and tried to do it all in one day. That resulted in the damages to furniture and our new home. Krupp was in contract to have 6 workers do the work. The furniture was packed on the truck by two workers, they then drove 4 hours to Louisville and arrived at 4PM and (with the help of two workers hired in Louisville-not experienced workers) unloaded our furniture and was finally completed by 9:30PM. The horrible delivery resulted in a torn couch, damaged tables, broken decor and mirrors and lost items! Lost items included a Christmas Tree, a patio table, a 10’ step ladder). When I complained to Krupp, I was told to call the following Monday. I did, but no one answered. ! To date, I have not received even an apology for the issues. I was given a email address to contact for submitting a claim. I submitted the claim last Friday and asked for an acknowledgement that they had received my claim. So far, I have not heard that they have even received the claim!! I have a feeling that they will drag out my claim on purpose and hope that I forget about it. I paid over $25000 for moving and Storage and have over $5000 in damages! Note- they say that our goods was stored in a climate controlled vault, but we received wet boxes and rusted items!!

  Business response

  03/08/2023

  February 28, 2023
  BBB of Columbus
  Attn: Dispute Resolution
  1169 Dublin Road
  Columbus, OH 43215
  Re: Mr. *** ******* Case #19365651
  Dear BBB of Columbus;
  My name is ****** M. *********, Senior Claims Director at Moving Claim Services (MCS). MCS
  provides claim resolution services for Krupp Moving &amp; Storage, Columbus (KMSC).
  With respect to Mr. *******’s complaint to the BBB concerning his move with KMSC, please find herein
  our response.
  1. On or about November 12, 2022 Mr. ******* moved his items out of storage with KMSC.
  2. On or about February 3, 2023 Mr. ******* submitted a claim to MCS.
  3. On February 10, 2023 MCS confirmed receipt of Mr. *******’s claim submission.
  4. Mr. *******’s claim is in progress. We will advise.
  Sincerely,
  ****** M. *********, CCA, CMC
  Moving Claim Services
  ###-###-#### cell
  *************************** **** *** *  ******* **  *****
  Office Hours
  Monday-Friday 7:00 a.m.-6:00 p.m. EST

  Customer response

  03/08/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 19365651
  
  I am rejecting this response because: The response gives the indication that I did not make a complaint on the Nov. 12 delivery until Feb. 10.  That is not correct.  I submitted our issues on Nov. 15 and ****** sent me the claim package.  In it, because this is an interstate delivery, it states that we have 9 months to submit a complaint.  Feb. 10th is well within that time frame.  He last statement…”I will advise” is a phrase she has used on every email that I have sent her and to date, she hasn’t sent any information on the complaint.  If they are questioning any of the damages or missing items, you would think after a month they would say so.  Guess they feel if they sit on it long enough, we will forget everything.  I would also like to remind them that my daughter in law saved them from a huge medical bill from one of their “professional” workers trying to go backwards down our basement steps with a loaded cart!  I wonder how much we saved them on that issue!  Again… three months after our delivery, not one word of an apology from Krupp Moving or acknowledgement that they failed to perform under their contract.
  
  Regards,
  
  *** *******

• Initial Complaint

  02/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My move was Oct.25,2022. To begin, I paid a 10% deposit.At the end of the move, I was charged the full price. In other words, I was over charged. My TV set was broken, and a cherished Christmas Santa that has been in my family for many years was broken.Still waiting on that claim. There were several damages. My bed was not set up properly. The connection on one side was knocked loose and I cannot adjust the right side of my bed with my remote.The headboard is very loose,was not tightened. My mattress was not covered and is really dirty. The file cabinet was jammed shut and my computer table sliding top was jammed shut. Cannot pull the top drawer out.There is a gouge on my wood floor where a piece of the furniture was dropped on one side. There are small damages on the wall going down to the basement. I chose Krupp because *** and *** assured me that my furniture was in good hands. They gave a really good presentation and I b***eved them. I I am so disappointed with Krupp. I have called both *** and *** and have received no call backs. They both have ignored my voicemails. I really need a resolution to this. I need to be heard and they have been no help at all.

  Business response

  03/02/2023

  February 28, 2023
  BBB of Columbus
  Attn: Dispute Resolution
  1169 Dublin Road
  Columbus, OH 43215

  
  Re: Ms. ****** ****** Case #18866143

  
  Dear BBB of Columbus;

  
  My name is ****** M. *********, Senior Claims Director at Moving Claim Services (MCS). MCS
  provides claim resolution services for Krupp Moving &amp; Storage, Columbus (KMSC).

  
  With respect to Ms. ******’s complaint to the BBB concerning her move with KMSC, please find herein
  our response.

  
  1. On or about October 25, 2022 Ms. ****** moved with KMSC.

  
  2. On or about December 10, 2022 Ms. ****** submitted a claim to MCS. The claim form
  consisted of only two items…the TV and Santa.Please see Ms. ******’s claim submission, Exhibit A, 2 Pages

  3. On January 24, 2023 MCS resolved Ms. ******’s claim. We have emailed a second copy to Ms.
  ****** this day, February 28, 2023.

  
  4. With respect to Ms. ******’s additional comments;
  There were several damages. My bed was not set up properly. The connection on one side was
  knocked loose and I cannot adjust the right side of my bed with my remote. The headboard is very
  loose, was not tightened. My mattress was not covered and is really dirty. The file cabinet was
  jammed shut and my computer table sliding top was jammed shut. Cannot pull the top drawer out.
  There is a gouge on my wood floor where a piece of the furniture was dropped on one side. There
  are small damages on the wall going down to the basement.

  
  5. Ms. ****** never claimed any additional damages as her claim submission clearly reflected and
  as her sworn statement clearly confirmed.
  Please see Ms. ******’s claim submission, sworn statement, Exhibit B, 1 Page

  
  6. Four months after the date of d***very the Carrier cannot be responsible not held liable for
  damages claimed months after the date of d***very wherein the care, custody and control of the
  items did not remain with the Carrier and the Carrier was not provided their rightful and lawful
  opportunity to inspect the damages in a timely manner.
  
  7. The Carrier wholly disputes and respectfully denies these additional claims wherein the Shipper
  acknowledged and agreed the claim submission dated December 10, 2022 established the
  Shipper’s complete and entire claim.

  
  Sincerely,
  ****** M. *********, CCA, CMC
  Moving Claim Services
  ###-###-#### cell
  *************************** **** *** *  ******* **  *****
  Office Hours
  Monday-Friday 7:00 a.m.-6:00 p.m. EST

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I secured Krupp Moving as our servicer for moving from Dayton to Columbus on 7/22/22. At the time of estimate, I provided all pertinent information to the employee, and facilitated a virtual walkthrough of my house. They provided a quote for the job, and we selected them based on that quote. On moving day, they did not provide the correctly sized trucks for the move, and left some of my household goods in a storage unit because they couldn't fit them. In spite of this being their mistake, they charged me $1,000 over the quoted price for the move, because they had to procure a third truck and send more movers to return for the remaining items. On moving day, they also left multiple household goods behind in my house, rushing to leave on time for the day. As a result, we had to store these items in a neighbor's barn, and drive back to retrieve the items at our own time and cost. I immediately contacted Krupp about overcharging me based on their mistake. An employee called me the next day, and we talked through everything. He said he needed to "call me right back," then never called. I emailed them twice and they never made contact I would like a refund and an apology for the mess they made.

  Business response

  08/04/2022

  With respect to the complaint filed by Ms. ********* ***** it is our
  understanding Ms. ***** has withdrawn her complaint.
  
  Is that withdrawn complaint reflected within your records and within our
  account with the BBB?
  
  Please confirm that it is unnecessary to respond.
  
  Kindly advise.

  Customer response

  08/04/2022

  [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 accept the business's response to resolve this complaint. This complaint is resolved, and the business responded satisfactorily.

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

*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. ↩