Jensen Movers & Storage Inc

"Hello Ms. [Member Name Removed], We were expecting this review even after multiple conversations prior to scheduling and during your relocation. Well in advance to your move, we provided a written confirmation which discloses our daily 8-hour minimum, as well as other policies and procedures. We know you read the confirmation, as you contacted our offices twice to discuss and clarify our minimum. You spoke to two of our office representatives – Megan on 6/15 and Kaitlyn on 6/17 – who explained the daily minimum stands and would not change. We also informed you of the deadline to return paperwork and, if you did not do so, we would consider your move cancelled. You returned both the paperwork and deposit four days later. It is not that Megan “didn’t want to hear it” or was giving you “an earful.” Our office team followed the pricing guidelines set by management. What our teams do after they complete a customer’s job is none of the customer’s concern. None of our actions are considered “exploitation.” All information we provided was transparent, in plain English, and one month in advance to your move. At any point in time, you could have selected another moving firm or cancelled up to 24 hours before your move. Should you have any further questions, please feel free to have your attorney contact us at [email protected]. We’re happy to provide all legal documentation which supports our position on this matter. - The Jensen Family"

"Hello [Member Name Removed]. We’re sorry you felt compelled to write this review. We e-mailed a claim form to your Gmail account on May 8th regarding the damaged television and other requested information. We require the claim form to be completed & signed so we can settle all these matters in full. We have yet to receive this back. Far in advance to your move, we provide a written confirmation with our terms and conditions. One of these are our payment terms which you signed off that you understood. Unfortunately, we collect payment upon arrival at your destination for our long-distance relocations. This is a policy common with every relocation firm. We’re shocked you stated we were unreasonable or not customer oriented. We tried to be reasonable by giving alternative solutions for payment, especially considering this matter became a problem the day before your move and not on [Member Name Removed] 14th when we emailed our confirmation. We offered to make an exception and for you to pay by credit card but you didn’t want to pay the 3%. We offered to collect payment on loading day and hold until the day of delivery but you declined. Instead, you wanted us to move payment on our truck inside a box. Checks and cash are items we cannot transport inside the moving van due to liability issues. The problem continued to escalate which resulted in Megan’s comment. We apologize if this upset you, but we were trying to leverage with you. Moving can be frustrating, but we must maintain our policy standards. We will await your completed claim paperwork to begin the process. You have 9 months from your move to return the form. Thank you for your attention to this matter."

"There are multiple inaccuracies with this review. With the COVID-19 pandemic, we explained our inability to perform a visual estimate. We provided a virtual estimate. We estimated 7.5 hours with 1 television and 4 mirrors totaling $1,590.95. Your moving costs ended up at 5 hours with no packing at $919.95. Your moving costs ended up being LESS than the estimate, even considering your destination as a cumbersome 3-story townhouse. Our estimates are non-binding and based on actual services. Your supervisor, while not an estimator, said that your move might fall under our 5-hour mini, which entails 4 hours of labor & 1 hour of travel time. Upon arrival to your destination, this was redacted due to the maneuverability within the new property. Your move remained under estimate by 2.5 hours. Our protocol is to conduct a walkthru with your signage. One of the key points that was made to our supervisor was to NOT move the items behind closed doors. Your wife signed that the walkthru was completed. At delivery, you said these items hadn't arrived & our team members offered to complete the service. You dismissed the crew. Your emails were received once our offices opened the next day. You made demands, were impatient, and threatened to call the police. We offered to send a crew with a significantly reduced rate and actual time. You rejected this. Moving companies have a claims process in place to handle damages to a client's possessions or property. Moving is a human & labor-oriented industry. We recognize this & were prepared to assist. Before we could begin our claims procedure, you informed us in your email that your wife decided to complete the property repairs herself. This was between the time you submitted your email at 5:30PM to 8:00AM when our offices opened. We weren't granted the opportunity to rectify. We were told that if we didn't abide by your demands (an unreasonable refund and free services), you'd slander us online. We stand by the true facts & have the legal documentation that supports our statements."