Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 *** **** ********************************************* for a long-distance move from ********** to **********. Our household items were kept in their storage facility for approximately six months and delivered to our new residence on June 2. Upon delivery, we discovered significant damage to multiple pieces of furniture.Most notably, an heirloom-quality sofa arrived with a completely destroyed leg, rendering the piece unusable. A cabinet was also delivered with a large hole, though we are not concerned about that item. The primary issue is the sofa, which cannot be repaired. A repair attempt was made but was unsuccessful due to the extent of the damage.Despite the severity of the damage, Don ***** claims process has been unreasonably slow and difficult. I was told the claims paperwork could only be sent and returned via **** they refused to expedite the mailing, which further delays the resolution. Additionally, based on both the language in the paperwork and my communication with the claims representative, it is apparent that we will likely receive only a minimal settlement based on weight, rather than a reasonable replacement value.We did not purchase additional insurance coverage through *** ****, but this was a case of negligence, not normal wear and tear. A sofa leg should not be destroyed during professional handling. Therefore, I am requesting fair compensation that reflects the nature and severity of the damage. The sofa is a custom-upholstered, heirloom-quality piece that is no longer in production. While the original cost exceeded the amount I am requesting, I am seeking reimbursement of approximately $3,000, which reflects the cost to replace it with a quality 80 sofa. The damaged couch is 83.We ask that *** **** ********************************************* take responsibility for the damage caused during their handling of our property and resolve this matter fairly and promptly.

  

  Business Response

  Date: 06/12/2025

  Thank you for the opportunity to respond to the concerns raised regarding a recent long-distance move from **********, ** to **********, ***  At *** **** Moving &Storage, we take great pride in our service quality and customer satisfaction.We regret that any items were damaged during the customers move and are committed to working with her to reach a fair and respectful resolution.
  
  The customers household goods were stored in our secure warehouse for several months with a free months of storage before being delivered on June 4, 2025. On the same day as delivery, the customer contacted our claims department regarding a broken leg on a sofa. Our team responded promptly,sending four emails on June 4 and two additional emails on June 6, outlining the claims process and confirming that a claims packet was mailed the same day.The customer acknowledged receipt of the packet on June 12.  Per our agreement and industry-standard procedures, the claims process requires both a completed claim form and the return of delivery documentation from the drivers original paperwork. As of this writing, that documentation has not yet been returned to our office as the driver was not back into the ********** hub from ******** yet.  This was also explained to the consumer. 
  
  The claim includes a demand for $3,000 for the damaged sofa a custom-upholstered piece described as heirloom quality. However, no documentation has been provided to substantiate this value, such as original receipts, manufacturer details, or comparable replacement estimates. Without this supporting information, we are unable to properly evaluate the claim.
  
  The customer elected not to purchase additional coverage through *** **** Moving & Storage. We offer a range of protection plans, including options with various deductibles to help make enhanced coverage affordable for all customers. The plan she selected and has admitted to having is the federally mandated released valuation of $0.60 per pound, per article,which was clearly outlined in her move paperwork and presented prior to service, this is coverage that every carrier is required to provide at no additional cost to the customer.
  
  We understand that many customers opt to rely on their homeowners insurance, which often provides coverage for goods in transit and which she had provided her homeowners declaration page to cover an incident in storage also.  This is a common and reasonable choice to avoid paying for duplicate coverage, and we respect the customers decision in this case.  This particular move involved the careful transportation of more than 160 items. While we deeply regret that a few items were damaged including the older sofa with a broken leg over 99% of the customers belongings were delivered without issue. This outcome reflects the skill and care of our crews, and we believe it also underscores the importance of selecting a coverage option that matches a customers risk tolerance and the value of their belongings.

  Although our liability is limited under the selected coverage, and the item in question appears to have sustained age-related structural failure, we have already initiated a third-party review through the Claims Prevention and ***************** (CPPC)and will seek a repair estimate as a courtesy. We are committed to completing this process fairly and promptly once the necessary documentation is received.

  We look forward to an amicable resolution on this claim.  Upon receipt of the completed claim form an acknowledgement will be forwarded to her reflecting a claim number and the review will begin.

  Again, thank you for allowing us to respond to the consumers concerns.

   

  
  

  Customer Answer

  Date: 06/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The damage was not due to age. It was due to negligence. The legs were never covered and they put tape and hot glue on it in a pathetic attempt to hide it. Ive sent pictures. I called immediately. If they dont want to buy a new sofa, fine but they need to compensate us in some way for their gross negligence. The tape and glue are proof that they know that they messed up. I dont have the receipt for the sofa because our files are in storage in **********. We are in ********. I cannot go get them. The damage was not due to age. It was due to negligence. It was in great shape when it left my house in **********. It arrived damaged in ********. I called right away. I shouldnt have to go through hoops and a slow **** claims process to get this resolved. They should have already sent someone to look at it. The burden of proof is not on me. I was prompt in letting them know about the issue. They know that the sofa was not damaged when they picked it up and they tried to hide the damage with tape and glue. If they want to give us $1,000 to make this go away, fine, but I would like a check sent or someone to at least look at the sofa by the end of next week. 

  

  Business Response

  Date: 06/18/2025

  In response to the consumers recent rebuttal to our initial communication,and in an effort to move this matter forward amicably, we have proactively taken steps despite not yet receiving the completed claim form. Specifically,we consulted with one of our trusted repair vendors through the Claims Prevention and *****************. Based on the detailed photos submitted,************************************** provided an estimate of $300.00 to repair the damaged sofa leg.

  In the spirit of goodwill and to reach a mutually agreeable resolution, we are prepared to waive both the standard limited liability coverage of $0.60 per pound per article and the formal claim form requirement. Accordingly, we are offering double the quoted repair costfor a total of $600.00as a full and final settlement of this claim.
  It is important to note that had the consumer elected to purchase the additional valuation coverage offered at the time of booking, the cost would have been $818.06. By comparison, the decision not to purchase additional coverage combined with the settlement amount of $600.00 reflects a total benefit of $1,418.06 to the consumer.

  We trust this offer demonstrates our commitment to resolving the matter fairly and professionally. In line with this effort, we respectfully request that any negative online reviews be removed or revised as part of this resolution.

  We look forward to the consumers response and the opportunity to bring this matter to a close.

  Customer Answer

  Date: 06/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  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.

  My contract for moving services with *** **** Moving, from ** to PA, was $9,437.76; we paid $4,500 deposit and the balance was to be paid upon delivery. I had sent the company a detailed 4-pg inventory of our belongings + the details of our ***** sq ft, 4-bedroom home and addtl 10x20 storage unit. When I later added several items, I was told "No problem, you'll have a full semi-truck for your move and ok to add anything." I was also told there would be a crew to pack and load on both ends. On the ** end, on Sept 8, only the truck with the driver arrived, later than expected, and no crew. We had to pay for people to help and my husband and I, ages 75 and 64, also worked furiously to get this done on time. On the PA end, the truck was to arrive on Sept 14 and didn't arrive until Sept 16 and 17; when I called the company Sept 15 to confirm delivery on Sept 16, I was told the truck would arrive between 9-10am. At 10:30am Sept 16, I received a call saying that the truck would not be dispatched until our balance was paid and that balance was $19,972.36 instead of the $4,937.76 I was expecting. When I explained the issues, I was told I had to pay in order to get the truck but they would process a refund for me. It is now several weeks later and no refund. I feel I was a victim of bait and switch/fraud/extortion. In many conversations in the months, weeks, days and hours before delivery, I was never told that my bill would be over $15,000 more than quoted and that my belongings would be held hostage until this exorbitant amount paid, which I did with credit cards but expected to be refunded. I also expected to be refunded the $1,125 I had to pay for help when there was no ** crew. There were also 10 items broken, 2 items missing, and missing parts for dining room and bedroom furniture for which I called the furniture company to replace. On Sept 24, I contacted the company through phone and email and they said they would resolve it but no one is returning calls.

  

  Business Response

  Date: 10/10/2024

  Tell us why here...Dear Ms. Lane. 
  
  This letter serves as our formal response to the complaint filed by Mrs. Hepler regarding her relocation from Pagosa Springs, Colorado, to Greensburg, Pennsylvania. 
  
  Timeline and Communication: 
  
  Mrs. Hepler initially contacted us on or around July 19, 2024, requesting an estimate for her upcoming move from Colorado to Pennsylvania. During her conversations with our estimator, she indicated that she would be shipping household goods totaling 192 pieces including some items requiring minimal packing.  
  Our long-distance dispatcher offered to conduct a Yembo which is a virtual moving survey, allowing us to visually assess the entire house via video call to provide a more accurate cost estimate. However, Mrs. Hepler declined this offer. As a result, the estimate was based on the verbal inventory provided by Mrs. Hepler. Throughout this process, we had multiple conversations with Mrs. Hepler, as her inventory list changed and updated frequently. We provide all customers, including Mrs. Hepler, access to Moveboard, an electronic system that allows real-time updates to inventory which Mrs. Hepler was in fact utilizing. 
  
  Based on the final information provided by Mrs. Hepler at the time the initial estimate of $9,287.76 was given on August 9, 2024, for a shipment weighing 5,565 pounds. After subsequent changes to the inventory, a revised estimate of $9,437.76 was issued again based on 5,565 pounds at 192 items as Mrs. Hepler initially advised not 597 that was shipped. 
  The detailed list referenced in Mrs. Hepler’s complaint was not received by the carrier until September 25, 2024—eight days after delivery as the carrier never received this list prior to the move. Enclosed with this letter are the endorsed actual 21 pages of inventories, confirming that 412 boxes were shipped, of which 64 were Carrier Packed (CP) whereas we only charged 54. We did not charge for packing 10 additional boxes as described on the endorsed Bill of Lading contract by Mrs. Hepler.  There was a total of 348 Packed by Owner (PBO) boxes plus 64 (CP) carrier packed boxes total boxes 412 plus along with household goods for a total of 597 items shipped. Weight and Inventory Discrepancy: 
  The original estimate was based on a shipment of 5,565 pounds, but the actual weight was 17,000 pounds—a difference of 11,435 pounds. This significant increase of items which caused the weight to go up was not communicated with the carrier beforehand. 
  
  The tractor dispatched to Colorado was prepared for the initially estimated load of 5,565 pounds and minimal packing (6 boxes). However, the unexpected increase to 17,000 pounds and the need to pack 64 boxes meant the carrier utilized most of the available space in the van. This also resulted in the carrier having to cancel a military family’s shipment where the carrier lost revenue and the carriers scoring with the military may affect future shipments as the van has specific weight and space limitations. That military family also had restrictions as to having to be out of their residence in a timely fashion and again, we had to refuse this military family due to the additional weight of Mrs. Hepler’s shipment. 
  Once our driver and packers arrived at Mrs. Hepler’s residence, they were surprised by the additional items. The driver explained that as more items were added, the total cost would increase, as moving charges are based on actual shipment weight, not a flat rate. It is important to note that Mrs. Hepler did not contract the carrier for exclusive use of the van. Additional Charges and Shuttle Service: 
  
  Mrs. Hepler mentioned that her husband had to use his pick-up truck during delivery due to our vehicle’s inability to access the driveway. This concern was never communicated to the carrier prior to delivery. Had it been discussed; we would have arranged for a shuttle and additional movers in advance. Nevertheless, as a courtesy, we provided a shuttle vehicle and additional movers at no cost, which would have otherwise incurred an estimated fee more than $1,000.00. which resulted in more time to unload & labor due to handling twice. 
  
  Refund Offer: 
  As a gesture of goodwill and considering the unforeseen mechanical breakdown that we could not avoid, we are offering a refund of $1,125.00 for out-of-pocket expenses, along with an additional $875.00 for the inconvenience, bringing the total refund to $2,000.00. Additionally, we have located the missing ladder and are arranging its re-delivery. We recognize that long-distance moves or any move for that fact can be stressful, and we aim to alleviate that stress through clear communication and professional service. While there may have been some non-communication during the process, we believe we have acted in good faith and fulfilled our responsibilities, especially in having and offering the easy-to-understand Yembo and our Moveboard software. 
  
  To reiterate, due to communication errors on Mrs. Hepler’s part, we were placed in a difficult position, which resulted in having to turn away a military family pickup due to the excessive, uncommunicated weight increase of Mrs. Hepler’s shipment. This not only caused the carrier to lose significant revenue but also resulted in a negative mark against the carrier for failing to be able to meet the required pickup date for the military family. Additionally, we did not charge Mrs. Hepler for the 10 extra boxes that were packed, nor did we charge for the shuttle service in Pennsylvania. Despite this, we are offering $2,000.00 as a gesture of goodwill.  You cannot arbitrarily choose what you want to pay as everything is based on the weight of the shipment, distance, packing, unpacking, shuttle, etc. Thank you for the opportunity to reply and we encourage you to contact us if you have any further questions or concerns, trusting this will now satisfy the complaint. 
  
  Regards, 
  DON FARR MOVING & STORAGE 
  Customer Service 
  

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  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.

  Don Farr was originally contacted last summer to get a rough quote about our move slated for late July/August of this year. As we finalized our move details in May and confirmed/booked the move in July, we gave a detailed inventory, spoke with staff and were assured that the move would be done with ease - 2 apartments into a townhouse - and would take 5-7 hours, plus 30-45 minutes of drive time. 3 men were sent for our move, and took 3 hours to load my 2 bedroom apartment, with help from myself and friends, and used my tools to disassemble furniture. They then went to my boyfriend's 1 bedroom apartment, which also took 3 hours to load including the time they spent dumpster diving for items tossed out by college students, and an hour and a half where 2 of the men disappeared. They insisted on taking apart furniture that we were disposing of and did not ask them to help with. They arrived at our townhouse, and immediately started complaining - one man fell, another stated that he "was going to have a heart attack or puke". We never saw them take a proper break (other than roughly 2 total hours of yelling/complaining to each other at the truck and smoking on a non-smoking property, which they had been informed of multiple times). "Help" was "maybe" being sent, and showed up an hour an a half into unloading. One man stayed downstairs, the other was yelling at everyone that they were taking too long, started throwing boxes which shattered belongings, yelled at my friend for the way an item was taped up, and was hateful and rude to all of us. Overall, we were charged 10.5 hours for the move, and for a mattress bag and 3 mirror cartons that were not used. There are scuffs on our walls, damaged furniture, blood on our carpet, and all they have done is sent a claim form - I cannot get anyone from the business on the phone to resolve this, though we do plan to contact our bank for fraud, since we were charged $1k over what we were quoted for a job that was not done correctly

  

  Business Response

  Date: 09/04/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the issues you encountered during your move. We understand the frustrations caused and would like to address all aspects of your complaint to help resolve this matter.
  

  Regarding the damages, we are fully committed to assisting you in filing a claim. Please send an email to [email protected], and we will start the process immediately. Additionally, the necessary forms will be mailed to your new address.
  

  As for the unused materials charged, we will promptly issue a refund for the mattress bag and mirror cartons. We will also refund the 1.5 hours where our team was involved in activities unrelated to the move. We recognize that the time and effort spent on such activities was not appropriate, and we apologize for the inconvenience.
  It’s important to note that while we sent additional crew members at no extra charge to assist and help expedite the move, the overall time for the job was impacted by factors such as the quantity of items being moved. After reviewing the inventory, the number of items moved was greater than initially quoted. The original estimate was based on 68 items, including 45 boxes, but there were more items and additional complexities, such as elevators and stairs at both the pickup and destination, which added to the time required.
  

  Our team is more than happy to discuss any remaining concerns and offer further assistance. Please contact dispatch directly between 9 AM - 3 PM at 412-469-9700, and we will work with you to resolve any outstanding issues.
  

  Thank you for your feedback, and we hope to resolve this matter to your satisfaction.

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I contracted with them for a move scheduled for July 9th, 2024. There were to be two stops. 1st stop *** ***** **** ********** ** ***** where a fold up treadmill, king mattress and box spring, and single dresser were to be picked up. The mattresses and box springs were to be wrapped. The 2nd stop was 2** ****** ***** ********** ** ***** where a kitchen table and 4 dining room chairs, a bedroom chest of drawers, a bedroom dresser with attached mirror, a living room coffee table, two television sets and lightweight patio furniture were to be picked up. Any glass was to be wrapped, and the tv sets were to be boxed before transportation. I initially spoke with Nicholas St****** who took the order and provided me with the contract listing the above items, and the packing supplies that would be used and the destination address of the move, *** ******** ***** ******** ** ****** I was fine with that and gave him the go-ahead with an estimated time of 4 1/2 hours and a cost between $700-$900 approximately. I then paid the $300 required deposit. That morning two gentleman showed up in a small truck, no dolly, no tools, no boxes, packing wrap, straps, etc. They themselves had no proper attire on to prevent back injury etc. Thankfully i let them use a dolly that i had to move the stuff from the first place. They had no tools to remove the mirror from the dresser or the table legs from kitchen table. i had a screwdriver, but a drill was needed to remove the legs and so they moved two of the four legs of the table. They struggled getting the bedroom furniture down the steps and dragged it accross the concrete damaging the bottom. Nothing was wrapped or boxed and they loaded the tvs in the back of my own vehicle. At the destination address i called and spoke with Alex Fix who basically baited and switched me into paying an addl $645 or he told the movers to drive away with my furniture. I paid and they unloaded everything into my garage and not the rooms in the home.

  

  Business Response

  Date: 07/15/2024

  
  Dear ******
  

  I hope this message finds you well. It is truly disheartening to learn that we fell short of your expectations during your move on July 9, 2024. We deeply regret any frustration and inconvenience this may have caused you.
  

  Upon reviewing your concerns, we understand the importance of having all necessary tools for a smooth moving experience. While we had pad wraps and bands available, we acknowledge the absence of a dolly and a toolbox, which are essential for such operations. We sincerely apologize for this oversight.
  Regarding the issue of lifting your dresser, our team was fully capable of handling the task. However, we regret that this situation escalated into broader concerns about pricing and service quality. We strive to provide fair and transparent pricing for our services and believe our initial quote accurately reflected the work involved for your 19 requested items.
  

  When you expressed dissatisfaction during your conversation with our manager Alec, we attempted to address your concerns by offering a $141.56 discount. Unfortunately, the discussion was interrupted, and we were unable to reach a mutually agreeable resolution. The situation further escalated, leading to a breakdown in communication.
  Our primary goal is to ensure the safety and satisfaction of our customers and team members. Regrettably, the environment became challenging for our movers, and we had to make the difficult decision to pause the move temporarily. Despite this, our team continued to work diligently to complete the move under trying circumstances.
  We understand that emotions ran high, and we deeply regret any distress caused. In a gesture of goodwill, we adjusted your final charge to reflect the agreed amount and provided an additional $75 refund. We also offered you the option to file a claim for any damages incurred during the move.
  We value your feedback, as it helps us improve our services continually. Our claims department, led by Lynn, is ready to assist you with any further concerns regarding damages. We stand by our commitment to address your issues fairly and promptly. Our dispatch department also offered to send a crew back the next day at no charge to assist. 

  While we cannot fulfill your request for a $670.25 refund due to the lack of a dolly and toolbox, we hope the steps we have taken demonstrate our commitment to resolving your concerns. Our goal is always to provide the highest level of service and to address any issues with integrity and respect.
  

  Thank you for bringing these matters to our attention. We appreciate your understanding and patience as we work to improve our services.
  

  Sincerely,
  David F**
  Don Farr Moving and Storage

  Customer Answer

  Date: 07/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  He addresses not showing up with a dollie or tools.  That is not even the half of it.  They did not box my two tv’s as was stated in the contract.  They did not wrap the mirrors/glass in shrink wrap as was indicated in the contract.  They removed two of the four table legs that needed removed.  I had to transport the TV’s in my own vehicle.  The bedroom dressers with unattached mirrors were left in the garage and not taken to the bedroom.  The kitchen table was left in the garage with two legs and the other two in my car.  The table would not fit through the door because they didn’t have the tools to remove two of the legs so left in the garage.  The king mattress and box springs were not wrapped as stated in the contract.  After the crew left, everything except for the king mattress and deck furniture were left in the garage, and they left without taking the tv’s out of my vehicle and so I had to unload them myself.  I want the above information in the rebuttal.  Thank you for your help. Basically, it was a job that was not completed – a breach in the entire contract.

  Best,
  Kelly A. B****

   

  
  
  

  

  Business Response

  Date: 07/17/2024

  We apologize that you do not believe the move was completed as contracted. We have attached a copy of the contract for your review. This contract is signed and agreed by the customer on June 19th for a relocation on July 9th. There are no additional packing charges for the televisions, mirrors or mattresses. This would have been an additional expense. In response to loading the televisions into the car, we always recommend this to customers as it is a smoother ride than the moving truck. Sometimes the vibrations may cause damage. In regard to any other additional packing, we have also attached a copy of the customer account page. On this page it is selected and shown that the customer would pack themselves. Our agreement is to simply relocate the items from the pickups to delivery and this is based on an hourly charge. 
  
  At the end of the move the customer became quite contentious with the crew and the management staff, stating that they would not pay anything additional, so no additional time or services could be provided. The crew left more hastily than our typical client interactions due to the uncomfortable situation that the client created.  However, in a gesture of good faith our office did provide a refund. 

  After that crew left in order to help resolve any dissatisfaction our office offered to send a crew out to address the concerns at no charge. Attached is a copy of that email. The customer chose to not accept that service either. We wanted to help!  
  
  The items were relocated as the contract stated. 

  Customer Answer

  Date: 07/17/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the want to see the whole contract ( see attachment listed NOCOST) - that part of the contract is not showing. My original contract which now for some reason i cannot view in its entirety had tvs supposed to be boxed and mirrors and mattresses wrapped). See attachment (MIRRORCARTON) - states mirrors were supposed to be in cartons. Also on contract, states queen mattress - there was no queen mattress moved.
  A king and box spring only. Photos under ( COMPLAINT) show everything left in garage. Table legs unattached. Mirrors unwrapped. All of this rebuttal from the company is just a twist on what should have happened and did not. I paid at the end location $645 in addition to the $300 deposit after being told by Alec Fix that the movers told him they were confident they could get the furniture upstairs and complete the job. I was not confident and is why I was afraid to pay the $645. Alec assured me the movers were capable.
  Again, I was baited and switched. I paid the $645 and the furniture was left in garage. That is breach of contract. At this point it is a matter of principle. I am a business owner as well, and would never let this type of situation occur without making it right. I would not want my reputation as an honest business owner be ruined. I will take this to an attorney as a matter of principle if I do not get the proper refund, especially over the stress this has caused me. I am friends with a lot of Howard Hanna Agents who are appalled at the way I have been treated over this.
  
  Regards,
  
  
  
  ***** *****

  

  Business Response

  Date: 07/23/2024

  Thank you for responding and asking additional question.

  The item that was no cost or no additional cost is for valuation coverage. This in case something was to happen during transportation. I have included the signed agreement and highlighted at the bottom. 
  

  In regard to the total charges, yes, the estimate did show the cost for the items to be boxed. However, as you mentioned the items were not boxed as it was also notated that the customer was to pack themselves as shown in the last response. I have attached and highlighted this choice. 
  

  The customer was refunded $275.60(see attached receipt) 

  The customer was refunded $160.60 since packing was no included or provided. The customer was refunded $40 for shrink wrap that was not used. The customer was also refunded $75 for the crew forgetting to bring a dolly and tolls. A refund was provided to help satisfy the customers concerns in the interest of goodwill. 

  The customer was also offered to have a different crew return and relocate items within the household addressing their concerns. The customer chose to not accept this offer. However, Items were relocated as the contract stated from one location to the other. We apologize that you did not find this satisfactory. Our goal is always to provide great service at a fair price. 

  Customer Answer

  Date: 07/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  ***** *****

• Initial Complaint

  Date:03/05/2024

  Type:Service or Repair Issues
  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.

  The information needed is provided in the response we made to this company. It was emailed to Don Farr 2/1/2024 and we have not had a returned response. We are escalating the problem to solve it efficiently. We filed a claim with Don Farr within 30 days of the move and they refused to take responsibility for their employees they hired. Proof is attached of the items stolen during our move as well as the amount they were appraised for. We moved these items ourselves and therefore did not have a need to include it with Don Farr's insurance. The movers saw us moving these items and were seen leaving the location we had placed them. Instructions were clearly given to not enter that room. Police reports were filed and two of the movers left the company almost immediately and moved out of state. The moving company believes we should have insured these items in the move and they are not responsible for jewelry lost or misplaced. Our argument is that there is a trust in a company when you hire them to move your things, that the employees on the clock that go into your home will not touch, move, or steal your valuables, especially if they are not asked to move them. If they do and it can be shown that they have, the company in good faith should be replacing the appraised value of these items. We received money from our homeowners insurance. We are asking for the difference in the appraisal and the money we have already received ($18,000). Please see attached files for specific claim rebuttal, logs of company contact, images of displaced inexpensive jewelry, police report filed, etc.

  

  Business Response

  Date: 03/16/2024

  **** ******** ********
  Thank you for bringing your concerns to our attention. We take
  all complaints seriously and aim to address them promptly and thoroughly.
  Regarding the allegations of theft during your move with Don
  Farr Moving, we want to assure you that such accusations are taken very
  seriously by our company. However, after conducting a thorough internal
  investigation and cooperating fully with the authorities, we have found no
  substantiated evidence to support these claims at this time.
  Our personnel, who have been with the company for many years,
  conduct their duties with the utmost pride and respect. They have cooperated
  fully with the authorities throughout this process. We understand your
  frustration regarding the missing diamond ring, but it's important to note that
  the ring was reported missing nine days after the move, and no criminal charges
  were filed, nor any proof provided of theft.
  In your letter, you mentioned that the ring was stored in an
  unworking safe and then placed into another box by the owners for
  transportation. Given this context, it's possible that the ring was already
  missing before the move, especially considering the nine-day gap between the
  move and the report of the missing item. Additionally, your insurance company
  paid out the maximum coverage for your jewelry, indicating that they conducted
  their own investigation and acted in accordance with their policy terms. While
  we understand your frustration that the insurance company could not pay more
  than $10,000 on the claim since it was a new home and not added as a separate
  item. We spoke to the insurance company, and they told us that they held a
  renter’s policy prior to this and could/should have been added in May when the
  item was purchased. Also, no valuation or insurance was purchased with this move
  as well.
  We understand that you may feel frustrated by the situation, but
  as a moving company, we cannot acknowledge allegations without definite proof
  or interfere with ongoing investigations. We stand by our initial denial but
  are willing to assist in any further investigations if needed. If a conviction
  is made and it is determined that the carrier is responsible, we will revisit
  the case accordingly. Our concern is even publicly posting this information at
  this time while an ongoing investigation is occurring may be compromising to
  the investigation itself.

• Initial Complaint

  Date:12/12/2023

  Type:Service or Repair Issues
  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.

  I moved on May, 26, 2023 using Don Farr moving. I was sent three movers that were not up to the task of moving all of my very heavy furniture out of my three story townhouse. As a result, multiple items were damaged, scratched, and broken. My treadmill was disassembled by the crew from Don Farr and the electronic connection was dropped down into the side support, and cannot be retrieved. I now have a $1600+ paper weight that can no longer be used.

  

  Business Response

  Date: 12/13/2023

  In reply to the consumers’ complaint.  Attached please find a copy of the consumers
  endorsed contract dated 5/26/23 not only confirming no incidents/damages but
  also confirming that she read and understood that all claims must be filed directly
  with Don Farr Moving within 30 calendar days from the date of delivery.  The claim would have had to be received by
  Don Farr Moving no later than 6/24/23. 
  It is now 200 days (approx. 6 ½ months) after the date of delivery and our
  files contain no reports or emails requesting a claim form from the consumer.  We are always proactive in getting anything resolved, however, since the consumers’
  claim was not filed in a timely fashion or substantiated, we cannot verify that
  any of the consumers items may have been moved within her home by herself or by
  someone else as again our files contain no evidence of carrier mishandling.
  Thank you for the opportunity to reply.

  Customer Answer

  Date: 12/14/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  As Don Farr Moving is aware, when I moved on May 26, all of my possessions went into storage. I did not close on my house until October 20 and my stuff did not come out of storage until October 24. Furthermore, my storage unit was packed by their moving crew with no way to walk around  and inspect anything following the move. I have pictures of all of the damaged items as they were pulled out of storage. This company had zero interest in resolving my dissatisfaction, and I knew they were going to use this as an excuse to deny responsibility for any damage that occurred. That is why I chose to contact the Better Business Bureau.

   
  
  Regards,
  
  
  
  ******** *****

• Initial Complaint

  Date:10/24/2023

  Type:Service or Repair Issues
  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.

  Don Farr moved my families belongings, due to some issues our belongings had to be put into storage. Items were thrown and broke, damaged and returned awful.
  
  Don Farr made sure I paid before the job was complete and left me with a mess.
  
  I would like some type of monetary compensation for the shotty work done by the company.
  
  Every chance I get I will let people know they are a rip off and stink as a moving company.
  
  DONT USE THEM IF YOU WANT RIPPED OFF.

  

  Business Response

  Date: 10/26/2023

  In reply to the consumers’ complaint.  The consumer contacted Don Farr Moving in
  which an estimate was provided on or about 7/9/23 for their relocation from
  Pittsburgh, Pennsylvania to Murrysville, Pennsylvania.  The estimate in which was confirmed and
  endorsed by the consumer was to release their household goods at the carriers
  limited free coverage of $.60 per pound, per article, this basic coverage is
  standard and required by every moving company that is no cost to the consumer.
  
  As clearly stated, and endorsed by the consumer multiple times,
  this limited coverage was chosen.  The
  estimate was performed around or about 7/6/2023 whereas the actual move did not
  take place until 8/15-16/23 into (SIT) storage in transit at Don Farr facility
  due to an unforeseen situation on the consumers end in taking possession of
  their new residence which did final deliver on 8/31/23.  The consumer has access to their account via
  the internet 24/7 and can add additional coverage up until 24 hours prior to
  the relocation, therefore from the date of the estimate till the day before the
  move out of storage to residence, the consumer had 54 days in which to purchase
  the additional coverage.
  
  According to the contracted Bill of Lading the only items
  that Don Farr packed were 4 wardrobes and 2 mirror cartons, all other boxes
  were packed by the owner and the contents were unknown to the carrier.  The certificate in which the consumer had
  endorsed clearly indicates that boxes that are not packed by the mover are not
  covered items unless the boxes show evidence of external damages and noted at
  time of delivery to the driver, although those boxes should have been denied,
  the entire claim was honored, however, limited to their elected endorsed
  contract and certificate.
  
  We have provided excellent service and accommodated the
  consumer in every way possible to make their relocation and situation less
  stressful, it would deem that inadequate packing material may have been the
  sole cause of most of their damages and not due to the movers.
  
  Attached please endorsed documentation confirming the
  coverages that were elected.  The
  coverage that is offered is no different than an automobile insurance company,
  for instance, if you only have liability coverage on your vehicle and you are
  found at fault the insurance company does not pay for your vehicle.  If you purchase a television and the extended
  warranty is out, they will not pay for a television out of warranty.  This claim was a basis for a denial as the
  form was not completed in its entirety, however, in the interest of goodwill in
  an attempt to amicably resolve the consumers’ concerns we did settle at the
  elected limited $.60 per pound per article.
  
  It has always been Don Farr Moving & Storage goal to
  educate the consumers and provide information so that we can take some of the
  stress off moving.  We have attached
  documentation for your review and thank you for allowing Don Farr to reply.

• Initial Complaint

  Date:06/15/2023

  Type:Service or Repair Issues
  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.

  I signed a contract with Don Farr Moving for 2 movers at $140/hour. Three men showed up to the move and I assumed they were training someone. I even went t0 the ATM to get cash for an additional tip. When I received my invoice, I was charged $180/hour for the move and was also charged for shrink wrap that was not used. I called and emailed and it took 2 days for me to get someone on the phone. They explained that they decided my move was bigger than I was quoted and took it upon themselves to send an extra person. They said I should've asked him to leave if I didn't want his help. We went round and round as I tried to understand how a third person helps move furniture (at no point were 3 men moving furniture at one time). I argued that if there was a change to my contract, I should've been notified ahead of time and to expect me to ask a worker to leave is very unprofessional. I was credited the $60 for shrink wrap that was never used and an additional $40. In my mind, this is not a substantial reimbursement considering what I paid was hundreds more than my quote. We had the men do some internal moving for us as well, but again I was under the assumption that we were paying $140/hour, not $180/hour. Had I known, I would've been more strategic and honestly would've gone with a different company because the rate were lower. Happy to provide all of my communication with them on this issue.

  

  Business Response

  Date: 06/16/2023

  Thanks for reaching out to us in regard to your move. While I understand your confusion, our system tries to do its best to explain to the customer the process and hopefully make the move go as smoothly as possible. This move was set up for relocate 17 items in which you signed an agreement prior to the relocation for an estimated price based on the that information for a quote of $655 to $795 dollars. As you mentioned the quote was based on and hourly cost.

  When our crew arrived at 9 AM they reviewed the jobsite and it appeared to be more than  what was told to us by you prior to the relocation. They agreed the 3rd guy was necessary and presented your husband a contract in which he signed and agreed to the 3 man rate of $180.00 an hour. Included is the signed agreement, prior to the move.  The operations manager sent an extra man looking at the property via Zillow and both origin and pickup showed very nice houses with multiple floors $300k-$400K homes. This was not just a simple 17 item relocation. Also, you will notice the 3rd man was included at a discounted rate for that as the hourly rate was $70 per man however this crewmember was only billed at a rate of $40 an hour. 
  

  At 11:37 in the morning the crew would have been finished and the job would have been within the estimated price, however your husband now instructed to have the men move items to the basement. The crew leader contacted the operations manager and instructed them to help out the customer despite this being out of the original contract as well. 

  Our system also shows that you sent us a text message at 11:43:

  
  "Hi Diane! When I scheduled the move, I didn't realize my husband was planning to ask the movers to help move some things to the basement in the house where my stuff is going. Then I just assumed since we were paying by the hour we could have them do it. I'm not there, but I think we may have upset them by asking. Can you please let me know if there's anything I need to do. Sorry for the confusion!
  
  SMSMay 31, 2023, 11:43 AM"

  We then responded via text we spoke to the crew and they were going to be helpful. The crew then worked for an additional 1.5 hours and had your husband sign them out at 1 PM even notating that the crew was "Great!" in the notes. 

  As you mentioned you reached out to the office to express your concerns that you believe the crew did not use the $40 shrink wrap and without question we agreed to refund you. 

  You also expressed concerns that a 3rd guy was sent and we explained that this was presented to your husband prior to the move, and you were not there. We agreed that additional services were provided. We also stated that if the 3rd guy was not wanted, we could have dispatched him to a different job site as that was always an option. We believe that having the additional labor not only made the move faster but honestly made the move less time and less cost because the original rate was $70 per man and this was a discounted amount. The move ended up taking 5.5 hours with 3 men and that price would have been closer to 7 hours with 2 men most likely especially with moving the extra items to the basement as we both agreed upon.  However, in an effort to amicably resolve the matter we refunded the extra 1.5 hours that you requested the extra work to be done for the third guy. That totaled $60. 

  Long and short that is how the $100 refund was provided with-in a week of the move. Our team jumped immediately on this matter to help keep the customer happy. 

  The contract is always only as good as the information provided. As the expert we have found ways to help have success and keep the customers happy, moves smooth and typically within budget. If the additional items and moving internal were not added to the move, then the total cost would have stayed within the estimated price regardless of 2 or 3 men. However, if you order additional food or desert at a restaurant then the $10 meal deal is now going to cost you more. We have tried in many emails as you have included to explain this and ultimately the comment your husband made on how the guys worked was "Great". Also, if you would have reviewed the contract with your husband as well prior to the move then none of this would be an issue currently. 

  We hope that with the involvement of the BBB this helps you understand that extra will always cost extra and we did our best to still help discount your relocation as much as possible. We wish you nothing but the best at your new home and still consider us again in the future. 

   

  Included is contract from move date with time stamps and signatures. 

  Customer Answer

  Date: 06/16/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Again, we thought we were paying $140/hour, which is the agreement that we signed. Had we been informed of the $180, we would've gone elsewhere or moved the boxes ourselves. I don't believe that the hourly rate can be changed without a confirmation from the customer. Like I said when we spoke, we weren't looking to get anyone in trouble but 3 movers was completely unnecessary and it was not at all helpful to have a third person move the furniture to our garage.  Had the change of plans been communicated to us, we would've been more strategic. To expect us to turn away one of the workers you sent to our home is completely unreasonable. We think it's completely unfair, unprofessional, and unreasonable to change the agreement with communicating this to us, even when I spoke with the office manager just days before our move.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** ******

  

  Business Response

  Date: 06/20/2023

  Thanks for responding to our response we want to make sure we are very clear about the contract and the agreement. 
  

  The contract and agreement was for our company to relocate 17 items. This information was provided to us by the customer. In exchange for relocating the 17 items the estimated cost was $655.86 - $795.86. The guys moved more than 17 items; the information provided to us was incorrect. Even though there were more than 17 items the crew was able to complete the move within the estimated cost. 
  

  Our crew was then asked to do even more additional work. As a matter of fact, we have a date and time stamped text message from you 11:30 where you told us you that did not know about this when setting up the contract. Your husband wanted additional work to be performed and you knew that there would be an additional cost. 
  At this point not only did the customer not disclose to us an accurate list of items to be moved but now added additional scope of work.
  
  The customer claims that they were unaware of the 3-man $180 rate however the consignee agreed to this prior to the relocation as signed date and time stamped by the customer's husband. He was also aware additional service was being requested.  
  Our goal is always to try to work with the customers to complete the job underestimate and within the scope. However, when the scope changes that makes it very complicated.

  The additional crew member worked 3 hours when the original job was completed before additional work was requested in the home by the husband. At that point (approx 11 AM), the wife was billed $120 for his time(3 hours times $40 rate). We met halfway and refunded $60 of it already (plus an additional $40 for shrink wrap) a couple days after the move. In order to amicably resolve this matter, we will refund an additional $60 for that time (now totaling $120) and will be processed to the credit card used for purchase. However, the husband of the customer would be responsible for the other 1.5 hours he requested the guys to work as he signed the contract and was aware of the hourly rate. Again, the customers husband agreed to this in writing at the beginning of the day and was aware of the hourly charge when he requested the additional service. 

  We hope with this additional refund this satisfies this matter and puts it to a close. 

• Initial Complaint

  Date:10/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I spent over $7,000 with Don Farr for a move out of my home, into their storage and out of storage into my new home. During the first move, my china cabinet was dropped and the glass broken, chips, dents and damaged wood resulted. They replaced the glass but there is much more damage. They damaged the four corners of my dining room table and scratched the top. They broke a corner off the leaf of my table. They lost the slats to my bed and scratched a dresser. The other dresser has scratches and chips and a door glide is missing. My mirror with a steel support rod cannot be hung, the rod is bent in half. They broke several flower pots and put a hole in my fountain. I have an estimated over a little over $1,300. Their crew was careless and the crew foreman was inept. He claimed at one point he could not move my china cabinet and said the same about an armoire. He was rough and did not take the proper care to prevent my furniture from being damaged. The estimate I received will not fully repair my furniture or restore it back to where it was. It will simply make it presentable. They gave me a check for $395 which is insulting. I did take a higher lever of coverage that had a $1,000 deductible. I do believe they did not act in a professional manner, did not protect my furniture and exhibited a careless attitude. In this case I should have been reimbursed the full amount requested. This damage was excessive.

  

  Business Response

  Date: 10/18/2022

  In reply to the consumers concerns regarding the settlement of her claim.  The options of protective coverage was and is always explained in detail to every shipper at the time of the estimate, this consumer elected to purchase the coverage where a $1,000.00 deductible is applied. In electing this coverage, it simply means that the consumer is responsible for the first $1,000.00 should a claim be filed.  When a deductible is chosen regardless of any type of coverage Car, Appliances, etc., it will be applied to any settlement.

  It should be noted, that one of the conditions on the policy states that all damages must be noted in the presence of the driver at time of delivery in order to substantiate, however, in lieu of the consumer not indicating any damages at time of delivery, the claim was still honored in the interest of goodwill as an attempt to amicably resolve the matter.  The consumer claimed $1,395.00 and the carrier honored and settled the claim less the $1,000.00 deductible and the final settlement check was mailed to the consumer in the amount of $395.00. 

  Thank you for allowing the opportunity to reply.

   

   

   

  Customer Answer

  Date: 10/18/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  First of all the damage occurred when the furniture was moved into storage.  I had no way of seeing the damage until the second move.  I knew they dropped my China cabinet and broke the glass.  I did note damage to the second crew of movers.  This damage was excessive and done by careless employees.  These employees manhandled my possessions.  They packed huge flower pots with nothing in the box.  They threw my fountain in a box. The damage is excessive and uncalled for.  They misrepresent themselves as professional movers and that what I thought I paid for.  The level of damage including sticky glue residue on my furniture is disgusting.  .  They should have paid to have my belongings repaired.  Instead I spent over $7,000 with them to now have to pay to fix their damage.  Disgraceful.  If they were an ethical company they would own up to this but instead hide behind insurance.  I purchased that insurance for catastrophic loss.  I never expected to have this level of damage.  I have moved several times and never had this happen.  Take care of your customers Don Farr, own up to your mistakes.  Be ethical.  
  
  
  Regards,
  
  
  
  ******* ****

  

  Business Response

  Date: 10/18/2022

  The consumers claim as based on the contractual agreement was in fact settled reflecting the $1,000.00 deducible the consumer elected and was settled correctly and as claimed, however, in order to amicably resolve this matter in the interest of goodwill we will allow (1/2) half of the deductible in the amount of $500.00 along with the previous settlement check #2892 of $395.00 for a total of $895.00.

  Thank you once again in allowing the opportunity to reply.

  Customer Answer

  Date: 10/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  ******* ****

• Initial Complaint

  Date:10/15/2022

  Type:Service or Repair Issues
  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.

  I hired the company to move my Mother from one house to another, well in the process of moving the crew came with three movers. One of the movers quit during the job but that was after they moved all of the large items from the home, ex.furniture and appliances,. Once they started moving the items into the new home we noticed the damage to her washer, scratches dents and missing pieces. I contacted the dispatcher, Diane F****,that was handling my move and she documented and I emailed her pictures of the damaged item. I was told that she was going to contact the person who handled the claims, Lynne K****** After a few days she called me and left a vmx stating she was going to send me a claim form which she did. I completed the form and maile it back to them in the envelope that was provided back in September. Ive left several emails regarding my claim be I haven’t received a claim number to check the status. The claims department is set up that nothing is stated over the phone you have to send emails, well my email chain has started on September 2, 2022 with no reply. My mother is very upset because she can’t wash due to the washer being damaged and is forced to go to the laundromat. That washer is brand new my father brought along with the dryer before he passed. I have a copy of the claim form and 6he pictures of the damaged washer if needed. I appreciate any help.
  ****** ****

  

  Business Response

  Date: 10/17/2022

  In reply to the consumer's complaint regarding her Mother's relocation and claim.  First and foremost, it is the carriers intent to always address the consumers concerns in a timely manner and according to procedures.  The relocation of the consumers mother took place on August 26, 2022 whereas a request for a claim packet from the consumer was made according to the claims department on September 2, 2022 (one week after the move).  The claim packet was mailed to the consumer the same day of the request to include a brochure titled "Claim Filing Procedures/Instructions" to serve as an aid in the completion of the form and to explain how the claim is addressed , guidelines of settlement and timeline of compliance on both the claimant and carrier.  The claim form was received and an electronic acknowledgement was sent to the consumer reflecting a ***** ****** ** **** on October 5, 2022 requesting photographs of the alleged damages.

  The brochure that was sent to the consumer clearly states that the consumer has up to (30) thirty consecutive days from the date of delivery in order to file the claim, as the carrier has up to (120) one hundred twenty days in which to finalize as based on coverage that the consumer elected to release their shipment, therefore, both the consumer and the carrier are both in compliance. 

  The settlement will be sent via USPS to the consumer as based on the elected coverage.

  We thank you for the opportunity to reply and trust this will now satisfy the concerns.

   

   

  Customer Answer

  Date: 10/19/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I need them to forward the email again with the claim number. I checked my emails several times and didn’t find it anywhere that’s why we believed that there was no progress being made.  I need proof that my claim is being processed and with the claim number I can check the status periodically.  
  
  
  
  Regards,
  
  
  
  **** *******

  

  Business Response

  Date: 10/19/2022

  In reply to the consumers response.  Attached please find a copy of the emailed acknowledgement reflecting the claim number that the system generates as forwarded to the consumer as dated 10/5/22.

  Timeline of relocation:

  8/26/22 - Move date

  9/2/22 - Claim was reported (7 days after the move)

  9/2/22 - Claim packet was mailed

  9/13/22 - Claim was postmarked

  10/5/22 - email acknowledgement sent

  The consumer does in fact have up to (30) thirty consecutive calendar days from the date of delivery in which to file the claim as the carrier has up to (30) thirty consecutive calendar days in which to acknowledge, both the consumer and the carrier are well in compliance.

  As we have previously replied, this claim is being processed as based on the elected coverage and will be settled asap. Again, we thank you for the opportunity to reply.
  

  Customer Answer

  Date: 10/19/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  I will have to go to the library to open the PDF files, but in the meantime I want to leave my case open until I get a resolution.  Thank you
  
  Regards,
  
  
  
  **** *******