4 Jan 2021 · MoveAdvisor
1.0 out of 51.0
STAY AWAY! All our belongings were ruined (cracked, scratched, broken) or missing upon delivery. I had the worst moving experience ever with J&R Moving Services. I have moved cross country multiple times for school and work, and I have never experienced such horrible customer service.
On move in day (7/6/20), in the midst of the coronavirus pandemic, a driver and three other workers show up without masks, gloves, or hand sanitizer (despite an email from management stating that all workers would have these precautions). Immediately, they stated that there will be an extra charge because of the elevator and greater than 75 foot distance from the truck to apartment door (this was not mentioned in the estimate provided over the phone when I made the reservation). They unsystematically wrapped our furniture with dirty blankets, and got everything in the truck in less than 1 hour. They stated that payment can only be made via Zelle, Venmo, cash, or check, but not credit card (despite it being stated on the initial estimate that credit card would be accepted). They said the reason was because they had "been scammed" in the past (ironically, they are the ones doing the scamming).
When our truck arrived with our belongings, the driver (not the same as the initial driver) asked me to come down to see the furniture in the truck before he moved them out of the truck. I was surprised to find that every single piece of furniture was damaged or ruined in some way. The office desks were cracked and scratched in multiple places, the chair legs were broken, the dining room table legs was damaged, the mattress had completely lost its shape (there was no cover on it at all and it was completely dirty after sitting in the truck for 10 days), the box spring had holes in it, and the headboard had many scratches on it as well (only half covered with blankets). On initial inspection, we noticed that they lost / stole our bookshelf and dining room chair. Moreover, many boxes that my wife and I packed had been visibly opened and then poorly closed again. When we started unpacking our belongings, we realized that some of our things had been stolen from the boxes (three cologne bottles and an external hard-drive that contains our wedding video).
After contacting the owner multiple times, he said the best he could do is to expedite the claims process for us. He said the best he could do is to give us $700 (about 1/5 the cost of all damages, and 1/5 the cost of the move itself). However, after submitting a settlement of agreement (after receiving my initial deposit back via credit cards claims department), they declined to process the $700 refund. Please stay away from this company at all costs; it was not worth the “savings”. Please see attached pictures for damages and for pictures of the two thieves who were responsible for everything. Their names are [NAME EDIT] and [NAME EDIT].
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