My wife and I employed Jeff and Jack Transfer (“JJT”) of Visalia, CA to move our household goods from our Exeter, CA home and to enter them into storage, anticipating a duration (for an overseas assignment) of several years. After our return to the United States we relocated to Arizona in April, 2020. During the nearly 5 years when our material was in storage, we paid JJT in full, regularly, by direct payment.
Not all our belongings were properly received in Arizona, however. Three landscaping tools of significant value were stolen while are things were in the custody of JJT. Two of these are clearly shown (by JJT’s own documentation) to be missing, even at the point of entry into their warehouse in 2015! The third piece – which was essentially the base component for all three – was actually replaced by an inferior, non-operative tool; clearly, this was a deliberate attempt to hide the fact that the tool was stolen. Nevertheless, in addition to JJT’s documentation, I have fortunately retained clear documentation of all three tools and their original purchase.
I calmly called JJT to explain the situation. They were initially sympathetic – and promptly provided me with a claim form template. I provided JJT with all the requested details, including the discrepancy in the documentation, the evidence of what was previously owned by me, and the picture of what we instead received. (In addition, it was clear from JJT’s warehouse documentation itself that the other two tool items were completely missing.)
Based on fair market value of replacing these tools, I fully and properly documented the loss claim and requested reimbursement from JJT in the amount of $367 - submitted electronically to JJT on May 29, 2020. All requested backup information was also submitted at the same time. JJT confirmed receipt in full of these materials a few days later, and that everything needed had been properly included and submitted. She stated that everything was in order and would be properly processed expeditiously.
Four weeks then passed without receiving or hearing anything; I again wrote to JJT. I was assured that full reimbursement had been sent out much earlier, and that “there must be a problem with the mail”. (We live in greater Phoenix and have had absolutely no problem with the US Mail otherwise.) The JJT representative further indicated that she would personally “…issue the new one [check] tomorrow” on July 2, 2020. I am quoting directly from the archive of emails that I have fully retained.
Obviously, these three assurances were misleading and insincere. Now a full 100 days after the incomplete shipment arrived, and two months after the claim was fully submitted and acknowledged, and after three email assurances by JJT’s representative, nothing has been received. I wrote to JJT once more (fourth time) to plead for fair handling on July 14, 2020 – two weeks after the statement that a check was being sent out the next day – but this time my request was simply ignored. Clearly, JJT is not only deceptive in its practices, but also insincere and misleading in their business communications.
Although it shouldn’t matter, the other frustrating component is the very small size of our legitimate claim relative to what we have paid JJT over the years – well over $10,000, always in full and on time. We paid for the moves immediately and in full, treating the movers on both ends generously as well. They could not have asked for a better customer. Nevertheless, they refuse to take responsibility for the theft of our tools in their custody, and in essence have bilked us out of $367. On top of their dishonesty, this is simply bad business.
It is immensely frustrating to be treated in this way. I sincerely hope to help other consumers avoid this same experience. I respectfully recommend that you exercise their choices wisely – including simply avoiding Jeff and Jack Transfer of Visalia altogether.