In this particular case, the military awarded the move to a transportation service provider (TSP) by the name of Quality Moving and Storage LLC In turn, Quality Moving and Storage LLC contracted with a company called [redacted] (***) to handle the logistics of the move [redacted] engaged Kloke as the agent on the front end of the shipment only (other companies were involved in transporting the items across country and to their residence) ***, as the move manager representing the TSP, is responsible for not only the door-to-door management of the shipment but is also responsible for settling all claims and disputes with the Reids The Reids should be working through [redacted] to resolve their complaint They should already have this contact information, however, for convenience purposes, ***’s phone number in Florida is [redacted] For reference, complaint resolution for this type of military move can be found in the Defense Transportation Regulations, Part IV, Chapter 401, Section G I’ve attached some of the language that can be found there: If the customer must file a FRV claim for loss or damage, the FRV claim against the TSP must be filed through DPSThe customer and the TSP will also negotiate a settlement through DPSThe TSP must pay, deny, or make an offer within days of receipt of a complete claim through DPSThe customer will have the ability to accept or reject the TSP’s offer on a line-by-line (item) basis(3) A DoD customer has the option to transfer his or her claim in DPS to the servicing Military Claims Office (MCO) after daysIn these instances the MCO pays the customer the depreciated value and then pursues the FRV claim with the TSPAfter settlement with the TSP, if the FRV settlement exceeds the amount paid by the MCO to the customer, the customer will receive the differencefInconvenience ClaimsIt is the TSP’s responsibility to pick up and deliver personal property shipments on the agreed-upon dates as reflected on the BLFailure to do so can cause serious inconvenience to the DoD customer and family, and can result in the expenditure of funds by the customer for lodging, food, rental/purchase of household necessitiesWhen necessary the customer will be advised to file their inconvenience claim directly with the TSP for out-ofpocket expensesThe PPSO/PPPO must caution the customer that out of pocket expenses must be reasonable and relate directly to relieving a definite hardship when establishing a householdWhen there is a dispute between the customer and TSP, the PPSO/PPPO must ensure the TSP has met its obligations IAW the Tender of Service (TOS) (Appendix B)If the TSP fails to comply with the requirements set forth, the PPSO/PPPO may forward the complete inconvenience claim details package with a recommendation to HQ SDDC for resolution
Mr [redacted] ,I am the CEO of Kloke Group and have thoroughlyinvestigated your concerns regarding your recent move with our Newport Newsbranch As you are aware per thecontract you signed with us, the crew that performed your move was to collectmoney in the form of cash or check at the completion of your move The crew mistakenly informed you at the endof your move that you were set up to pay by credit card and, therefore, you didnot have to pay by cash or check at that timeYou never corrected that mistake; therefore, you were contacted the nextday by our Operations Manager and Office Manager to arrange payment When the Operations Manager informed you thatwe were not set up for credit card payment on this move, you informed him thatwe had your credit card on file from your January move with us and to justcharge that Our Operations Manager didnot believe that we still had that information from your previous move so youtold us that you were at the doctor’s office just around the corner and would,therefore, bring a check by our office shortly When you did not show up as expected, our Office Managerchecked your January file that was stored away and found your credit cardinformation in the locked filing cabinet that contained this file (this was the only place this informationresided) Since you had paid yourJanuary move by credit card, you did not tell the crew during the day ofyour move that paying by credit card was an issue, and you told us that morningto use the credit card on file (before changing your mind), our Office Manager believedyou did not have a problem with us charging the card [redacted] , your move coordinator and out ofcourtesy, called you to let you know that you did not need to go to the troubleof coming by the office to pay since we charged your credit card As for your comment in the complaint that you had paidfor half of the cost of the move in cash, that is an inaccurate statement The crew stated that you paid each of them a$tip despite your statement to me that you gave the crew a tip of $total(and emphasized to me that this was a tip and not part of the cost of your move) Furthermore, our Operations Manager recalleda conversation with you after your January move – during which you did notwant to pay the full charges – whereby he was very clear that any tip you gavethe movers (although appreciated by the crew) was not part of the overall costof the move Finally, with respect to your interaction with our OfficeManager, she has been with the company for over years and is a dedicated andwonderful employee During myinvestigation, she stated that you were actually the one that got hostile onthe phone with her and that you were going to get your attorney and sueus She stated that she knows she didnot state that we would sue you for non-payment because we already had yourpayment Furthermore, the personnel thatsit around her remember your phone call to her on May 1st and statedthat they only heard her tell you that you had a right to sue if you felt thatthis was necessary You have asked for several things to resolve yourcomplaint First, you have requestedthat I fire our Office Manager and I will absolutely not fire her as she is anexcellent employee and I have never received a complaint like this before abouther Secondly, you would like anapology; therefore, I am sorry that we charged your credit card based on ourbelief that we had your verbal authorityWe should have waited to see if perhaps you were coming to the officethe next day with the promised check and then called you in advance to confirmthat we could charge your credit card if you did not come in Third, although I believe that you should paythe $for your move since you told me you were very happy with both thismove and your move with us in January – and, in fact, would use us again – I amgoing to refund your credit card and not ask you to pay by other means Finally, we will destroy your credit cardinformation once the refund has been processed Thank you, [redacted] CEOKloke Group
In this particular case, the military awarded the move to a transportation service provider (TSP) by the name of Quality Moving and Storage LLC In turn, Quality Moving and Storage LLC contracted with a company called [redacted] (***) to handle the logistics of the move [redacted] engaged Kloke as the agent on the front end of the shipment only (other companies were involved in transporting the items across country and to their residence) ***, as the move manager representing the TSP, is responsible for not only the door-to-door management of the shipment but is also responsible for settling all claims and disputes with the Reids The Reids should be working through [redacted] to resolve their complaint They should already have this contact information, however, for convenience purposes, ***’s phone number in Florida is [redacted] For reference, complaint resolution for this type of military move can be found in the Defense Transportation Regulations, Part IV, Chapter 401, Section G I’ve attached some of the language that can be found there: If the customer must file a FRV claim for loss or damage, the FRV claim against the TSP must be filed through DPSThe customer and the TSP will also negotiate a settlement through DPSThe TSP must pay, deny, or make an offer within days of receipt of a complete claim through DPSThe customer will have the ability to accept or reject the TSP’s offer on a line-by-line (item) basis(3) A DoD customer has the option to transfer his or her claim in DPS to the servicing Military Claims Office (MCO) after daysIn these instances the MCO pays the customer the depreciated value and then pursues the FRV claim with the TSPAfter settlement with the TSP, if the FRV settlement exceeds the amount paid by the MCO to the customer, the customer will receive the differencefInconvenience ClaimsIt is the TSP’s responsibility to pick up and deliver personal property shipments on the agreed-upon dates as reflected on the BLFailure to do so can cause serious inconvenience to the DoD customer and family, and can result in the expenditure of funds by the customer for lodging, food, rental/purchase of household necessitiesWhen necessary the customer will be advised to file their inconvenience claim directly with the TSP for out-ofpocket expensesThe PPSO/PPPO must caution the customer that out of pocket expenses must be reasonable and relate directly to relieving a definite hardship when establishing a householdWhen there is a dispute between the customer and TSP, the PPSO/PPPO must ensure the TSP has met its obligations IAW the Tender of Service (TOS) (Appendix B)If the TSP fails to comply with the requirements set forth, the PPSO/PPPO may forward the complete inconvenience claim details package with a recommendation to HQ SDDC for resolution
Mr [redacted] ,I am the CEO of Kloke Group and have thoroughlyinvestigated your concerns regarding your recent move with our Newport Newsbranch As you are aware per thecontract you signed with us, the crew that performed your move was to collectmoney in the form of cash or check at the completion of your move The crew mistakenly informed you at the endof your move that you were set up to pay by credit card and, therefore, you didnot have to pay by cash or check at that timeYou never corrected that mistake; therefore, you were contacted the nextday by our Operations Manager and Office Manager to arrange payment When the Operations Manager informed you thatwe were not set up for credit card payment on this move, you informed him thatwe had your credit card on file from your January move with us and to justcharge that Our Operations Manager didnot believe that we still had that information from your previous move so youtold us that you were at the doctor’s office just around the corner and would,therefore, bring a check by our office shortly When you did not show up as expected, our Office Managerchecked your January file that was stored away and found your credit cardinformation in the locked filing cabinet that contained this file (this was the only place this informationresided) Since you had paid yourJanuary move by credit card, you did not tell the crew during the day ofyour move that paying by credit card was an issue, and you told us that morningto use the credit card on file (before changing your mind), our Office Manager believedyou did not have a problem with us charging the card [redacted] , your move coordinator and out ofcourtesy, called you to let you know that you did not need to go to the troubleof coming by the office to pay since we charged your credit card As for your comment in the complaint that you had paidfor half of the cost of the move in cash, that is an inaccurate statement The crew stated that you paid each of them a$tip despite your statement to me that you gave the crew a tip of $total(and emphasized to me that this was a tip and not part of the cost of your move) Furthermore, our Operations Manager recalleda conversation with you after your January move – during which you did notwant to pay the full charges – whereby he was very clear that any tip you gavethe movers (although appreciated by the crew) was not part of the overall costof the move Finally, with respect to your interaction with our OfficeManager, she has been with the company for over years and is a dedicated andwonderful employee During myinvestigation, she stated that you were actually the one that got hostile onthe phone with her and that you were going to get your attorney and sueus She stated that she knows she didnot state that we would sue you for non-payment because we already had yourpayment Furthermore, the personnel thatsit around her remember your phone call to her on May 1st and statedthat they only heard her tell you that you had a right to sue if you felt thatthis was necessary You have asked for several things to resolve yourcomplaint First, you have requestedthat I fire our Office Manager and I will absolutely not fire her as she is anexcellent employee and I have never received a complaint like this before abouther Secondly, you would like anapology; therefore, I am sorry that we charged your credit card based on ourbelief that we had your verbal authorityWe should have waited to see if perhaps you were coming to the officethe next day with the promised check and then called you in advance to confirmthat we could charge your credit card if you did not come in Third, although I believe that you should paythe $for your move since you told me you were very happy with both thismove and your move with us in January – and, in fact, would use us again – I amgoing to refund your credit card and not ask you to pay by other means Finally, we will destroy your credit cardinformation once the refund has been processed Thank you, [redacted] CEOKloke Group