Complaints
This profile includes complaints for Krupp Moving and Storage, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 15 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Initial Complaint
Date:08/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We hired them in Nov 2021 to store our furniture. It was returned to us Jan 20,2022 the furniture was damaged.
A chunk out of my computer desk. bedroom armoire drawer top ripped off. Kitchen table is round & looks like it was rolled on concrete. Every piece of furniture they returned to us has a ding, dent or scratch. The delivery employees were ****, *****,& *******. We showed them the damage before they left we were missing a footboard board from the bed. It looks like someone put their foot through one of the box springs.
A representative named ******** came the next day with the missing footboard he surveyed the damage,
Moving Claims Services out of Mass. is their claims co.. 2-14-22 We filled out paperwork for them & sent it certified mail. Claims rep: Terri said they never received it., I sent it again. they rec'd the 2nd one March 12th & started a claim. Terri said they have 4 mons. I called the end of July fed up & just wanted my furniture fixed. Furniture Repair & Furniture Physicians they gave estimates to Terri @ claims Co Both were approx. $6,000 to repair furniture. On 8-5-22 Terri said they would pay $800. They said we waited 7 wks. to start the claims & in that 7 wks we could have done this damage.
Business Response
Date: 08/31/2022
[BBB Transcription via Email]
Moving Claim Services
P. O. Box 3
M***en, MA 02148
www.MovingClaimServices.com
************
August 30, 2022
BBB of Ak***
Attn: ******** ******
222 W Market Street
Ak***, OH 44303
Re: Mr. & Mrs. *** ******, Case #********
Dear BBB;
With respect to your email dated August 30, 2022 concerning complaint #********, Mr. & Mrs. ****** (Shipper) please find herein our response. For clarity the Shipper’s complaint shall remain in black, our response in blue.
We hired them in Nov 2021 to store our furniture. It was returned to us Jan 20,2022 the furniture was damaged. A chunk out of my computer desk. bedroom armoire drawer top ripped off. Kitchen table is round & looks like it was rolled on concrete. Every piece of furniture they returned to us has a ding, dent or scratch. The delivery employees were ****, *****,& *******. We showed them the damage before they left we were missing a footboard board from the bed. It looks like someone put their foot through one of the box springs. A representative named ******** came the next day with the missing footboard he surveyed the damage, Moving Claims Services out of Mass. is their claims co.. 2-14-22 We filled out paperwork for them & sent it certified mail. Claims rep: Terri said they never received it.
Desired Settlement:
Repair; I would like $6,500 for repairs & any other fees that come up during this repair including any lawyer fees if needed.
Unfortunately, Moving Claim Services never received a claim submission from the Shipper until March 12, 2022. Although the Shipper insisted they mailed a certified claim submission prior to March 12, 2022 upon our multiple requests for the tracking # they could not provide that information.
I sent it again. they rec'd the 2nd one March 12th & started a claim.
On March 12, 2022 Moving Claim Services received the first and only claim submission from the Shipper. Contained within the claim submission were thirteen (13) major pieces of furniture reported as damaged as a result of the moving services received nearly two month prior.
Upon a review of the delivery paperwork dated January 20, 2022 the Shipper acknowledged receipt of their household goods. No exceptions were noted at the time of delivery as required with respect to any damages.
Two months following the date of delivery the Shipper submitted a claim for thirteen pieces of damaged major furniture all of which would have been clear and apparent on the day of delivery.
The Shipper did not provide any receipts and/or proof of purchase as required to establish the age and value of the items claimed.
The Shipper did not provide any written notice to the Carrier in writing as required of articles of unusual, sentimental, antique and/or high value.
Within the claim submission the Shipper provided a repair estimate from a high end, premier restoration firm. The estimates to repair were not only highly inflated but contained estimates for items the Shipper had not listed within their claim submission including estimates to completely refinish some items and repaint in custom colors other items that were either not transit related damages or were clearly pre-existing, normal wear and tear condition. In at least one example the cost to “restore” the item was more than the actual value of the item.
Carriers are not responsible nor held liable for damages not documented at the time of delivery. Carriers are not responsible nor held liable for items not in their care, custody and control two months after the date of delivery. Carriers are not responsible nor held liable for damaged items not transit related. Carriers are not responsible nor held liable for pre-existing, normal wear and tear condition. Carriers are not responsible nor held liable to provide betterment including but not limited to completely refinishing items and/or repainting items in custom colors.
Terri said they have 4 mons. I called the end of July fed up & just wanted my furniture fixed. Furniture Repair & Furniture Physicians they gave estimates to Terri @ claims Co Both were approx. $6,000 to repair furniture.
Regrettably, the Shipper’s statement is entirely inaccurate. The highly inflated estimate from the restoration firm, specializing in fine antiques and artwork, was not approximately $6.000.00 but $5,299.75. The second estimate from a furniture repair firm (which also contained estimates for items not listed within the Shipper’s claim submission) was not approximately $6,000.00 but $3,573.00…a startling difference of $1,726.75.
With an email date April 13, 2022 we emailed the Shipper as follows;
“Upon a review of your paperwork no exceptions were noted at the time of delivery with respect to any damages. As a courtesy we will make arrangements for an onsite estimate. This courtesy shall not be construed as an admission of liability nor translate into a cash settlement”
After a thorough review of the photographs, the photos clearly reflected older further and clearly reflecting pre-existing, normal wear and tear condition. In as much as some items appear to have newer damages we could not simply assume liability on behalf of the Carrier nearly two month after the date of delivery wherein the items were not in the care, custody and control of the Carrier.
The final determination was $877.00.
I would like $6,500 for repairs & any other fees that come up during this repair including any lawyer fees if needed.
Federal law provides Carriers at their discretion the option of repair. The Carrier reserves that right of repair.
Unfortunately, the Shipper’s request for a cash settlement of $6,500.00, $2,972,00 in excess of the repair firm’s estimate is unfortunate and is wholly and respectfully denied.
To date we have not received the repair firm’s photographs.
However, as with all claim settlements should a Shipper find the resolution unsatisfactory they are encouraged to request a review outlining their reasons for the review.
Sincerely,
****** M. *********, CCA, CMC
Senior Claims Director
Moving Claim Services
************ cell
www.movingclaimservices.com
P.O. Box 3 M***en, MA 02148
Office Hours
Monday-Friday 7:00 a.m.-6:00 p.m. ESTCustomer Answer
Date: 09/07/2022
[BBB Transcription via Email]
I am rejecting this response because:
******* ****** <******************>
Attachments
Sun, Sep 4, 4:13 PM (3 days ago)
to me
Sept.5,2022
******** ******
Investigator and Dispute Resolution Coordinator
The business response by ****** *********,moving claims services
Is not satisfactory.
We wish to proceed with claim
ID*******
******,
Although,we realize that your job may be difficult discerning the eligibility of claims, we are very disappointed in your rebuttals of our claim.
Your statements are inaccurate and untrue.
*1.
Shipper insisted they mailed certified claim submission prior to March 11,2022. Upon our multiple requests the couldn’t provide that information.
There were no calls for this information.
Please see receipt.
We would have happily provided this information if requested.
I phoned ***** every few weeks to ask if there was anything I could do to expedite the claim.
I usually received her voicemail,
Never a callback.
*2
Upon review of delivery paperwork
dated Jan.20,2022
Shipper acknowledged receipt of household goods, no exceptions were noted time of delivery as required with respect to damages.
Untrue.
As stated previously *****,****,and ******* were the Krupp employees who delivered our furniture; they were all shown the damages before they left.
*** also phoned the office to register our complaints.
The next day a representative from Krupp who identified himself as ********,a supervisor, came with the missing footboard and also was taken around and shown the damages.
He remarked “this is really bad”
Phoned the office; asked if *****,
****,or ******* we’re still there,
He was going to “yell at them”
It was ******** who advised us to call the office for claim information
We had purchased Krupps insurance in November to cover any damages incurred.
*** spoke with ****** ************* who mailed us the paperwork in order to begin the claim.
*3
Repair estimate from a company that specializes in high end antiques and artwork
See attached note from Mr. *****
See attached note from Furniture Physicians
Other the second set of photos ***** and I discussed each photo.
Every photo corresponded with the number the piece was assigned on the invoice.
*4
Did not provide receipts
We did not provide receipts as we have been in possession of furniture approximately fifteen years. ***** was informed of this.
Also a King Koil box spring for a full bed had a large hole as if someone’s foot went through
******** was also shown this
The box springs is listed on the claim form but not addressed
It should be replaced.
From Jan 20 to Aug 5
We have waited to have this claim resolved.
We have paid Krupp $4400.00
Including insurance.
We thought we would be dealing with a reputable company and that our things would be respectfully treated.
We are not asking you to repair any pre existing damages as there are none.
We have maintained our furniture in excellent condition
Our hope is to have our furniture restored to its excellent condition and have the box spring replaced very soon
Sincerely,
****** and ******* ******Customer Answer
Date: 09/08/2022
*******************************
12:09 PM (18 minutes ago)
to *******
Re: ********
I am ******* ******* and my husband ****** and I have owned and operated the Furniture Physicians Company for 43 years and we are the master craftsman. My husbands division is ****** ******* Restoration. On 6/20/22 I was contacted by ***** ********** representing Crupp Moving and Storage. I was asked to give a quote with pictures of damages claimed by the ******'s. ***** said they believed that the number of pieces damaged was exaggerated and that the damage was not moving damage but instead normal wear and was preexisting.
We did the estimate on 6/22/22 and sent the results to ***** on 6/29
We have been doing on site spot repair for 43 years. We KNOW the difference between new and existing damage. There are many indicators; color of exposed wood, transfer from walls , damage patterns etc.
Since sending the quote I have tried numerous times to get approval for repairs 7/29, 8/2, 8/22 without success or explanation. When we do any damage quote we are impartial and only report fact.
If you have questions about our company go to our website www.furniturephysicians.com
Feel free to contact me for clarification at ************
******* *******/ Furniture Physicians.
Sent from my iPhoneBusiness Response
Date: 09/21/2022
[BBB Transcription via Email]
From: ***** ********* <*****@movingclaimservices.com>
Date: Tue, Sep 20, 2022 at 7:02 AM
Subject: RE: You have a New Message from BBB Serving Ak*** Ohio, Consumer Complaint #********
To: Better Business Bureau <*****************>
Dear BBB of Ak***;
With respect to your email below dated September 8, 2022 concerning Mr. & Mrs. ******, Complaint #********
the Carrier has settled this claim.
Upon my discussion with Ms. ****** we were not required to respond to this message. However, please note our
response dated September 9, 2022.
Kindly confirm receipt of our response to your email and it’s contents dated September 8, 2022.Business Response
Date: 09/21/2022
[BBB Transcription via Email]
From: ***** ********* <*****@movingclaimservices.com>
Date: Tue, Sep 20, 2022 at 7:01 AM
Subject: RE: You have a New Message from BBB Serving Ak*** Ohio, Consumer Complaint #********
To: Better Business Bureau <*****************>
Dear BBB of Ak***;
With respect to your email below dated September 7, 2022 concerning Mr. & Mrs. ******, Complaint #********
the Carrier has settled this claim.
Kindly confirm receipt of our response to your email and it’s contents dated September 7, 2022.
Sincerely,
****** M. *********, CCA, CMC
Moving Claim Services
************ cell
www.movingclaimservices.com
P.O. Box 3 M***en, MA 02148
Office Hours
Monday-Friday 7:00 a.m.-6:00 p.m. ESTBusiness Response
Date: 09/21/2022
[BBB Transcription via Email]
From: ***** ********* <*****@movingclaimservices.com>
Date: Tue, Sep 20, 2022 at 7:00 AM
Subject: You have a New Message from BBB Serving Ak*** Ohio, Consumer Complaint #********
To: Better Business Bureau <*****************>
Dear BBB of Ak***;
With respect to your email below dated August 31, 2022 concerning Mr. & Mrs. ******, Complaint #********
the Carrier has settled this claim.
Kindly confirm receipt of our response to your email and it’s contents dated August 31, 2022.
Sincerely,
****** M. *********, CCA, CMC
Moving Claim Services
************ cell
www.movingclaimservices.com
P.O. Box 3 M***en, MA 02148
Office Hours
Monday-Friday 7:00 a.m.-6:00 p.m. ESTCustomer Answer
Date: 09/21/2022
[BBB Transcription via Email]
******* ******
10:28 AM (4 hours ago)
to me
#********
After reviewing the latest proposal from ***** at Moving Claim Services we have decided
Not to sign for the following reasons:
We do not wish to bypass the BBB
Statements, no matter how many times you submit them, remain untrue and inaccurate
See previous documentation submitted in last correspondence
ie:
Letters from ***** Restoration
And Furniture Physicians
As well as statements from us as to when Krupp was informed of
the damages
***** (moving claims services)
Contracted Furniture Physicians for a second opinion
Therefore they should be responsible for the appraisal fee and tax.
Not us
****** and ******* ******
Sent from my iPhoneFrom: ContactUs
Sent: Friday, September 16, 2022 8:11 AM
To: ******* ****** <******************>
Subject: KMSC ******, Mr. & Mrs. Claim Settlement Revised
Dear Mr. & Mrs. ******;
Please find attached the revised claim settlement and general release with respect to your move with Krupp Moving & Storage, Columbus.
Kindly sign the general release and return to my attention. Upon receipt we will issue a check request to the Carrier. Please confirm
the address on the general release is the correct mailing address.
Thank you once again for your patience during this process.
Sincerely,
****** M. *********, CCA, CMC
Moving Claim Services
************ cell
www.movingclaimservices.com
P.O. Box 3 M***en, MA 02148
Office Hours
Monday-Friday 7:00 a.m.-6:00 p.m. EST
Business Response
Date: 10/06/2022
[BBB Transcription via Email Attachment]
October 6, 2022
BBB of Ak***
Attn: ******** ******
222 W Market Street
Ak***, OH 44303
Re: Mr. & Mrs. *** ******, Case #********, 2nd Response
Dear BBB;
With respect to your email dated October 6, 2022 concerning complaint #********, Mr. & Mrs. ****** (Shipper) statement to our initial response please find herein our secondary response. For clarity the Shipper’s complaint shall remain in black, our response in blue.
******* ******
10:28 AM (4 hours ago)
to me
#********
After reviewing the latest proposal from ***** at Moving Claim Services we have decided Not to sign for the following reasons:
We do not wish to bypass the BBB
Statements, no matter how many times you submit them, remain untrue and inaccurate
See previous documentation submitted in last correspondence
ie:
Letters from ***** Restoration
And Furniture Physicians
As well as statements from us as to when Krupp was informed of the damages
As outlined within our initial response dated August 30, 2022 Moving Claim Services never received a claim submission from the Shipper until March 12, 2022. Although the Shipper insisted they mailed a certified claim submission prior to March 12, 2022 upon our multiple requests for the tracking # they could not provide that information.
Irrespective of the date the Shipper submitted the claim to Moving Claim Services the Shipper obtained an estimate from ***** Restorations.
Moving Claim Services obtained an estimate from Furniture Physicians.
***** (moving claims services) Contracted Furniture Physicians for a second opinion
Therefore they should be responsible for the appraisal fee and tax. Not us
****** and ******* ******
Moving Claim Services provided a settlement and PAID IN FULL THE ESTIMATE FROM FURNITURE PHYSICIANS less the appraisal fee (which was paid directly to Furniture Physicians) and the tax (The claim settlement check is made payable directly to the Shipper. The Carrier is not responsible for the tax). (Exhibit A)
Moving Claim Services provided a settlement and PAID IN FULL THE ESTIMATE FROM FURNITURE PHYSICIANS despite the fact that;
• No exceptions were noted at the time of delivery with respect to any damages.
• The claim was submitted seven weeks after the date of moving services.
• The photographs reflected pre-existing, normal wear and tear condition.
• Krupp’s General Manager who was also the Crew Chief for this move reported the damages were NOT as a result of the moving services. All items were completely protected in customary moving blankets.
• The Shipper did not provide any receipts and/or proof of purchase as required to establish the age and value of the items claimed.
• The Shipper did not provide any written notice to the Carrier in writing as required of articles of unusual, sentimental, antique and/or high value.
• And…Furniture Physicians estimate provided repairs for items the Shipper did not even claim within their claim submission.
• Irrespective of all of the above, Moving Claim Services provided a settlement and PAID IN FULL THE ESTIMATE FROM FURNITURE PHYSICIANS less the appraisal fee and tax.
• Within the Shipper’s initial complaint to the BBB the following statement was provided;
• Terri said they have 4 mons. I called the end of July fed up & just wanted my furniture fixed. Furniture Repair & Furniture Physicians they gave estimates to Terri @ claims Co Both were approx. $6,000 to repair furniture.
• Unfortunately, the Shipper’s statement was wholly inaccurate.
• Please see Furniture Physician’s Repair Estimate…2 Pages, (Exhibit B)
• The total for the Repair Estimate was $3,435.00 NOT “approximately $6,000” as the Shipper inappropriately reported to the BBB.
• Moving Claim Services provided a settlement and PAID IN FULL THE ESTIMATE FROM FURNITURE PHYSICIANS less the appraisal fee and tax as the Shipper acknowledged and as the Shipper provided to the BBB.
• Within an email dated August 3, 2022 the Shipper wrote;
“Looking forward to a fair and competent claim”
• Moving Claim Services has provided a more than fair claim resolution as the Shipper has requested.
• Within the Shipper’s initial complaint to the BBB the Shipper wrote;
“just wanted my furniture fixed”
• Moving Claim Services has provided a more than fair claim resolution for the Shipper to have the “furniture fixed” as the Shipper has requested.
• Within the Shipper’s initial complaint to the BBB the Shipper wrote”
“I would like $6,500 for repairs” despite the fact the Shipper fully understood the repair costs from Furniture Physicians were only $3,435.00.
• Moving Claim Services has provided a more than fair claim resolution and PAID IN FULL the accurate amount “for repairs” less the appraisal fee and tax as the Shipper has requested.
• Given the entirety and the facts of this claim Moving Claim Services has provided a more than fair claim resolution by any reasonable standard.
• We trust this final response has provided additional clarity and has addressed in full this complaint.
Sincerely,
****** M. *********, CCA, CMC
Moving Claim Services
************ cell
www.movingclaimservices.com
P.O. Box 3 M***en, MA 02148
Office Hours
Monday-Friday 7:00 a.m.-6:00 p.m. EST
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