Johnson Storage And Moving Agent For United

Eighteen months ago, I moved across the city. At the recommendation of my realtor, I used Johnson Storage and Moving services. The team was incredible. So, in December when I contemplated a move across state lines, I again selected Johnson Storage and Moving. Once again, everything arrived on time in perfect condition.
Mary

Even though I was moving just over a mile, the move itself was flawless thanks to Johnson.
Tom W

I’ve used Johnson for two moves in the last 6 years. The first was from Englewood to Denver. It was an excellent move experience without a hitch. So when I was planning my move from Denver to California I asked Johnson for an estimate. They came in the lowest and as it turns out the estimator, Troy, was right on for the weight only off 300 lbs on a 14,000b load. The packers were efficient and pleasant, the loaders were smart and strong and experienced, the driver was a man of few words but he made all the right contacts and eta calls. This time there were some glitches, but Connie, the move coordinator, was just a call away and she found ways to make everything work.

Worst experience ever. They showed up 3 hours late and one man short. My high rise building only allowed for 8 – 5 hours. I had to pay the HOA several hundred dollars for going past approved hours. They ran way over. The truck broke down. Instead of towing the truck to my new location, and unloading, they towed it to their lot and my belongings sat from Friday night until Monday morning. They transferred my belongings to another truck and in doing so lost a lot of irreplaceable items. I had to miss another day of work on Monday. Every single piece of furniture was damaged. They lost every single remote control and my irreplaceable Bang & Olufsen phones. My priceless Ralph Lauren lamps cannot be fixed. In addition to the lamps being broken, every single lamp shade is bent. My Steinway piano’s finish is ruined. I tried negotiating a discount for their poor service, but they refused to deal with me. They eventually offered me a 20% discount, but the time frame for filing a claim had run out. I could not file a claim and cannot replace certain items, such as the B&O phones and Ralph Lauren lamps. I am out thousands of dollars for missed work and replacement costs. The quote was reasonable but was not honored. The sales rep was not reachable after the move. Johnson’s answer was that they fired the people involved. So, how does that help me? I am still missing items, have damaged furniture, and these poor guys are out of a job. Well played Johnson.
The two ladies who packed my belongings do not belong to this review. They were terrific. It is the company as a whole that totally disgusted me. I do not recommend them, and you should think twice before using them.

Now an update on this issue. I received a call and email from a Vice President (of what, exactly I do not know) from this company. While she feigned concern and an apparent willingness to assist me with my complaint, this is what I received from her.
«You signed a binding estimate on May 28, 2014 with a bound weight of 16,251 pounds.
You signed a new binding estimate on June 22, 2014 with a bound weight of 15,540 pounds.
The actual weight of your shipment was 12,660 pounds. This is a variance of 18.5% from the estimated weight.»
By her own admission, they significantly overcharged me, even after the second estimate.
Keep in mind, I was told their estimates are typically no more than +/​-​10% of the actual weight, which is a reasonable range of error. She states the estimate was over 18% too high. (Actually, it was more than that, because her math is in error. 15 540 is more than 22% greater than 12 660, but I understand her position in her company may not require math skills.)
This company did refund some of my money for the overage; about 5% was refunded.
I believe they should at least refund another 7%, to get to the 10% acceptable limit of error.
I also contacted the CO BBB. Below is the reply Johnson Storage gave to them:
«shipment moved under the motor carrier authority of United Van Lines in Fenton, MO (St. Louis). His Agreement was with United Van Lines and this complaint should be filed with the St. Louis BBB under United Van Lines.»
So not only are they not doing the right thing after admitting their error, they are deflecting their responsibility to their parent company.
Appalling. Does anyone out there really want to do business with a company like this?

After having a terrible experience with an out of state mover who has since then gone out of business, I have to say Johnson Storage was decent enough. (I’m convinced there is no such thing as a perfect moving experience at this point.) We chose them for our move from CO to AZ.
The sales rep, Matt, came out to our house and gave us a reasonable quote. He was professional until after the move was completed, after which he was quite nonchalant and never called me back after I inquired about their claim process.
The movers arrived hours after they were supposed to arrive and after seeing all the furniture and boxes, they told us that they would have to return the next morning because there wasn’t enough room on their truck. Apparently the sales rep underestimated the amount of space that would be needed for a full house of furniture. They showed up the following morning and picked everything up. They didn’t put down any runners or wrap any of our furniture prior to carrying it out of the house, but got everything out without any issues or damage.
Our furniture arrived in AZ within the allotted time frame. Johnson contracts with United, so the driver who picked up the load and transported it was a United driver. He called the night prior to delivery to let me know he had arrived in Phoenix and would be at our home the following morning around 0830. He called the morning of as well, to let us know that he was on his way, and promptly arrived at 0830. Russ (the driver) arrived with Will and Dennis (both professional movers who work out of the AZ location). All three were clearly very experienced and knew exactly what they were doing. They came in and inspected the home first to see where everything was going, then they put down runners on the floors to protect them as well as wrapped all the banisters along the winding staircase. The guys were very polite, friendly, and knowledgeable about their jobs. I was extremely impressed with this part of the move.
Several pieces of our furniture arrived with cosmetic damage. It was obvious they were like that prior to delivery because I watched the guys carry everything in. There was a large chip in our futon and several big scratches on our bed and both dressers. The worst part was that the guys who picked up our furniture in CO taped the hardware (screws, etc from our bed) to the back of the headboard and half of it was gone upon arrival. The guys who came to deliver the furniture were unable to put our bed together because of the missing screws. This was the biggest pain of the whole experience as we had to call the manufacturer and order extra hardware, pay for it, and get it shipped out. We are still in the process of trying to make a claim with Johnson for the damage and missing hardware. The sales rep was no help at all and I’m still waiting on a phone call from him 2 weeks later after he promised to check with the warehouse and get back in touch. Our moving coordinator has been out on medical leave and the one who took over for her is never in his office and doesn’t return calls.
All in all, the most important thing to me was that everything was delivered and it was here on time. Filing claims for damage and missing screws is a hassle, but I’m glad to have all my furniture and belongings here and free of any serious damage.