Scentsations Candles & Gifts

Again, we are sorry this customer is dissatisfied with our service All employees, contractors, and driver's helpers are background checked in accordance with *** Van Lines policies *** Van Lines maintains a data base of background screened helpers. Our additional settlement offer brings the total to 150% of our contractual liability We have made a true and honest effort to address this customer's concerns and can offer no monetery settlement beyond the additional $offered in our previous response

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and
find that this resolution is satisfactory to me
Please have the business send the check to the address below*** *** *** *** *** * **
***
*** ***
Sincerely,
*** ***

12/09/15- Patient seen in the United Medical Center Emergency Room. Patient Registration checks for eligibility with *** *** InsurancePlan eff 09.18.12, $CYD Met $YTD, *** *** will cover 50% under plan once CYD of $is met, Spoke with *** in Member services
?***,Claim submitted to; *** *** ** Family Health POB *** Birmingham, AL *** via mail22,UMC received response from **-SERVICE NOT COWERED,Acct transferred to Self-Pay vendor for collection,02.26,Agency called *** *** @ *** spoke with *** advised all line items denied as non-covered, Called Patient who stated he would follwith *** *** (**) & callbackAgency received call from *** from ** ** Family Health who requested claim be resubmitted via fax *** with a modifier on the Emergency Room visitAgency received call from Patient re whether his insurance had paid his claim, Agency stated would follow up to see if coding was updated,PFS Collector called ** regarding exactly where to place the modifier & any other Info needed to adjudicate the claim,05.,Agency called Patient-Person who answered hung upAgency received request for medical recorde be faxed or mailedAgency asked ** Rep *** specifically what modifier they needed on the claimRep replied unable to advise regarding coding but may be able to resolve via medical records

Complaint: ***
I am rejecting this response because:
I spoke with *** *** and he confirmed that he spoke with *** and that they picked up packages*** confirmed that he was able to trace an 8th packageHe also told me that he was not sure of what the package contains and that he will investigate furtherAfter this conversation on 11/08, I was unable to get a hold of *** over the phone even after I tried multiple times
Sincerely,
*** ***

This complaint has been resolved

There are no notations of loss or damage at delivery The *** mandated form for noting loss or damage at delivery says "None" and is signed by the consumer. Johnson Storage and Moving acted as the agent for the carrier (Transportation Service Provider or TSP) in this transaction We
do not have the authority to process a claim for loss or damage arising out of this transaction. The consumer's remedy for this complaint is to file a claim with the carrier through the *** mandated DPS system

A request for the reversal of the $2,587.62 charge was submitted to United Van Lines on 8/5/16.  The consumer's contract is with United Van Lines.  We have facilitated what we are able.  Any further correspondence should be with United Van Lines.

We settled Complainant's claim for missing items on Dec. 16, 2015 at 100% of her...

requested value, or $4,329.00.  This represents our full and complete settlement of her claim.  Her request for reimbursement of storage fees (an additional $4500.00) has been denied pursuant to established U.S. Transportation law, which bars claims for consequential damages.  Storage fees are not refundable under these circumstances.  We are happy to provide copies of applicable statutes and contracts upon request.

Complaint: [redacted]
I am rejecting this response because:I attempted two times to resolve the storage charges after being told that some of my belongings had to be returned to storage.  Since I had not anticipated my belongings not being able to be delivered to the condo I rented, I had made no other arrangements.   When I went to talk to [redacted] in the [redacted] office in ** about the fees, she told me that if I hadn't gotten an invoice not to worry and that they were behind in processing and I likely wouldn't get an invoice.  Tom told me that storage with them would be cheaper than storage at a facility.  I requested the move out of storage because I was concerned that I was going to get a huge bill from them because no one was being candid and frank with me about charges.  There was no discussion about charging me to take my things back to storage and I am sure that [redacted] who paid for my move, more than adequately compensated them for my pack, move, storage, delivery of some good, and return to storage.   They are now billing me for delivery of goods by weight with no proof of the weight.  When I filed this complaint, I suddenly got a call and an email from them about resolving my claim for damaged goods, even though [redacted] wrote me and email two weeks ago stating "there would be no handling of my claim (filed in October) while an outstanding invoice was pending."  I have asked them to provide the weight (lading bill) of the goods delivered as I paid their driver $150 (check [redacted]) on 9/16 for the service.  He did not present me with an invoice at that time.  Nor did anyone discuss the cost.  They mailed a bill to a residential address that I did not receive mail at and never followed up with a call or an email, despite having both.  They need to share the bill of lading showing the weight, especially since they are charging me based on the pound. I have a FICO score of [redacted] and they are sending this to collections after only presenting an invoice in January.  I wouldn't have a FICO score so high, if I were a flake.  I just resent the whole management of the situation and they are refusing to communicate directly with me now since I filed my complaint.  Instead, they decided to follow up on an ages old claim for damages during my move last July. 
Sincerely,
[redacted]

Complaint: 
I am rejecting this response because I paid $722.25 in order to retrieve my LOST goods.  The service was paid for the company to store my goods, and they failed to retain them and do what they were paid to do.  How does this make any sense, and how is this appropriate for a business to treat their customers in this manner?  I want they money that I paid, for a service they failed to provide.  It's a breach of contract.  
Sincerely,
[redacted]

We did our best to accomodate this consumer's change in plans on the day of delivery from our warehouse to her residence.  Unfortunately, her new residence was not large enough to hold all of the household goods we had moved and subsequently stored for her.  At her request, we brought a...

large quantity of her goods back to our warehouse to store until she could determine disposition.  At no time did we offer to store or move these goods at no additional charge.  The goods were moved back to our warehouse and then delivered to the customer when she found another location to store the goods.   We believe our charges are more than fair given that we moved the goods from her residence back to our warehouse, stored them for 2 months, and then redelivered to the customer. We do have a cargo claim pending with the customer and it will be addressed based on the terms and conditions of her contract.

Initial Business Response /* (1000, 9, 2015/10/06) */
As always, we regret any stress or inconvenience experience caused by the customer's relocation with us. On August 19th, our Move Coordinator, [redacted] spoke with Mr. [redacted] and instructed him on how to file a claim for damages and...

also a delay claim with [redacted] To date, Mr. [redacted] has not filed a claim with us. We are unable to address his requests unless he files a written claim as required under US Transportation law. A written claim form is available at http://www.johnsonstorage.com or by calling [redacted] at (XXX) XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 11, 2015/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, it is not a damage claim that I'm needing to file. I do have damages, but not worth filing. My issue, as is clearly relayed in the complaint, is for a delay claim. When I last spoke to [redacted] she said that she would follow up on the delay claim. It has been nearly 2.5 month, and I haven't heard anything.
This response is typical of my experience with Johnson Moving - poor and incomplete communication. Please read the entirety of the response and my request before replying again.
Final Business Response /* (4000, 13, 2015/10/23) */
We will follow-up on the status of complainant's delay claim with United Van Lines and respond directly to complainant with an update on status.

Initial Business Response /* (1000, 9, 2015/08/14) */
As always, we regret any inconvenience or stress experienced by the customer. This shipment was booked and travelled under a United Van Lines Bill of Lading and complainant's complaint should properly be filed with the St. Louis Revdex.com, where...

United is headquartered.
That being said, we will assist the customer with filing a claim for damages with United and then discuss a good faith discount based upon the experience of the complainant.
Initial Consumer Rebuttal /* (3000, 11, 2015/08/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Our move originated in Maryland so it is true that the contract was originated outside the state of Colorado. However, Johnson Storage & Moving is still responsible for their portion of the move. Which was half the services, moving our goods into our Colorado home. They contributed to half of the problem providing a poor moving experience for us. They were responsible for delivering the household goods to our home in Colorado and only sent 3 workers to move the goods into our home. They should take responsibility for not sending enough people to complete the job within a reasonable timeframe. Their 3 workers arrived promptly at 9am but did not leave until 10:30pm and still did not complete the work that was contracted. Therefore, they are the franchise that did not deliver on the service contracted. They were the United Vans franchise that chose to only send 3 workers and therefore should be held responsible for their portion of the work not completed. We are currently in negotiation with United Corporate office in Fenton, MO for a refund of some of our cost. However, if corporate does not provide this, we will expect the franchise owner of Johnson Moving to compensate us for not sending enough workers to complete the job contracted.
Final Business Response /* (1000, 17, 2015/09/15) */
We are working our Claims Dept. to address the claims issue and we would be prepared to offer a $500.00 good faith discount in recognition of the inconvenience experienced in this case
As indicated previously, this claim was administered and settled by United Van Lines' Claims Department. We were United destination agent only - this was not our booking. United is showing the claim settled pon August 11th. Complainant needs to take this up with United Claims department if they remain dissatisfied with the settlement.

Complaint: 11031971
I am rejecting this response because: The only statute I could find relevant was the UCC and point 2) l of  2-716 leaves room for that kind of settlement of fees paid for non performance. However, it would take a court decree to effect that and half of the claim was having to pay fees for non performance and that is the part Johnson Moving and Storage failed to perform.  I will seek another remedy.   
Sincerely,
[redacted] Uniform Commercial Code › U.C.C. - ARTICLE 2 - SALES (2002) › PART 7. REMEDIES§ 2-716. Buyer's Right to Specific Performance or Replevin.(1) Specific performance may be decreed where the goodsare unique or in other proper circumstances.(2)The decree for specific performance may include such terms and conditions as to payment of the price, damages, or other relief as the court may deem just.(3) The buyer has a right of replevin for goods identified to the contractif after reasonable effort he is unable to effect cover for such goods or the circumstances reasonably indicate that such effort will be unavailing or if the goods have been shipped under reservation and satisfaction of the security interest in them has been made or tendered.‹ § 2-715. Buyer's Incidental and Consequential Damages.up§ 2-717. Deduction of Damages From the Price. ›Uniform Commercial Code › U.C.C. - ARTICLE 2 - SALES (2002) › PART 7. REMEDIES§ 2-716. Buyer's Right to Specific Performance or Replevin.(1) Specific performance may be decreed where the goodsare unique or in other proper circumstances.(2)The decree for specific performance may include such terms and conditions as to payment of the price, damages, or other relief as the court may deem just.(3) The buyer has a right of replevin for goods identified to the contractif after reasonable effort he is unable to effect cover for such goods or the circumstances reasonably indicate that such effort will be unavailing or if the goods have been shipped under reservation and satisfaction of the security interest in them has been made or tendered.

Initial Business Response /* (1000, 9, 2015/08/14) */
We regret that Complainant experienced this level of service from us, which is not our standard. We also wish to thank Complainant for his service and take better care of an active duty service member. We will reach out and assist Complainant...

in filing a claim for missing items with the proper carrier and follow-up to be sure his claim is properly addressed. Thank you for pointing this out so we cna fix it.
Initial Consumer Rebuttal /* (3000, 11, 2015/08/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Their response was two weeks ago today and I still have not heard anything. I waited on my reply to you hoping they would reach out but just has been the case in the past year plus nothing. The words thanking more for my service ring hollow. Also researching comments on the net from other servicemen and women who have dealt with this company in military moves I am not the only one that has experienced these types of issues. The company seems to just move on while the military member is encouraged to file a claim and forget about their stolen items. Well some of my items can't be replaced with a check. I letter from my deceased father, the Bronze Star that I was awarded in Iraq, my 3 kids baby teeth.
Complaint Response Date bumped because: Holiday
Final Business Response /* (4000, 15, 2015/10/08) */
This customer filed a claim related to this with the [redacted] agent that booked the shipment, [redacted] out of Jacksonville. [redacted] settled the customer's claim ([redacted] - [redacted] VP). Any questions about this claim should be directed to [redacted] This complaint should properly have been filed with the Jacksonville Revdex.com under [redacted]

Complaint: [redacted]
I am rejecting this response because:The monetary amount is no longer the point after Johnson Storage & Moving totally denies any possible wrong doing on their part.  Never has it been an issue for me about the insurance or full coverage.  I would also like to say to the individuals that are making a review about Johnson Storage & Moving that you need to file a complaint because the review with the Revdex.com has no bearing on how they rate Johnson Storage & Moving.  (Revdex.com rates them A+ with 67% negative reviews and 33% positive)  Go figure!  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Johnson sold us this business as an agent of United and associates of Johnson are the only people we've corresponded with throughout the entire transaction. They are the ones who directly told us we would not be charged for the invoice. We believe they do have the power to correct this. We are monitoring our credit card daily watching for the appropriate adjustments which they say should be coming today. Until those adjustments have been made we consider our complaint open. 
Sincerely,
[redacted]

We are sorry that our service did not meet the consumer's expectations.  We have apologized to her previously.  We also send her a customer service gesture on January 16, 2017 and that check was cashed on January 25, 2017.  [redacted] Home Office is handling the cargo claim,...

which is the appropriate avenue of remedy for loss and damage on interstate moves.  The claims adjuster spoke with the consumer on Tuesday March 7 and advised her that her settlement was completed on Friday March 3.  The consumer will receive that detailed settlement in the mail.

We are willing to accept the consumer's compromise of $500.00.  We will issue a credit against her account of $312.50 provided we receive the payment of $500.00 by close of business March 13,2017...

Initial Business Response /* (1000, 9, 2015/10/06) */
Our Claims Dept. will contact the customer immediately to set-up a repair assessment. Thank you for reaching out.