Classic Gardens

We sent numerous emails and voicemails that went unanswered by this customer He did not contact us until after we sent it to collections and they contacted him When he called he said that he did not recieve any of our messages or emails They were all copied and sent to him at which point he told our controller that maybe he did see them There was an error in calculating his bill, but he was made aware that this was due for payment [redacted] ***

Initial Business Response /* (1000, 18, 2016/06/08) */
Good Afternoon,
We can confirm that our insurer is dealing with the customer on her claim and has been in contact with herSome repairs have already been completedThe hot tub was just delivered, at the customers request to residence on
Jun from our whseAs the customer was having her back yard renovatedWe are working with our insurer, and know they are working hard to get the claim resolved as quickly as possible
Warm Regards,
Trina

Complaint: ***
I am rejecting this response because: The movers actually forgot our freezer which was the only appliance we were moving and we did not move three trikes I did use the online quote option because I thought it was just for a rough estimate and that there would be a more accurate estimate made by the moving company.
Sincerely,
*** ***

Initial Business Response /* (1000, 10, 2015/11/05) */
We are very sorry to hear that you feel that you were not giving a proper explanation of chargesPlease see the below email, advising you of travel charges - office to office as well as confirmation that an evening move would be time and half
FROM: *** ***
TO: Erin K***
Subject: Re: Relocation (***, ***)
GreatAm I able to book it for Thursday, Oct1st around 1:30pm? I would be able to have everything packed and ready for then
*** ***
On Saturday, September 12, 2015, Erin K*** wrote:
Hi ***,
We don't generally do moves in the evening as the rate is time and a half, so it would be more then the Saturday rate
If you are able to move between 9-5pm the rate Oct is $146/hr and Octit's $153/hr
I hope that helpsPlease let me know if you need anything else!
Erin
From: *** ***
Sent: Saturday, September 12, XXXX XX:XX AM
To: Erin K***
Subject: Re: Relocation (***, ***)
Hi Erin,
Thank you for your responseIs the rate lower the week prior to October 3? I would be able to move in the evening on Octor Octif that is a possibilityI do not anticipate it taking hours
*** ***
On Saturday, September 12, 2015, Erin K*** wrote:
Good morning ***,
Thank you for taking the time to fill out our MovesOnline inventory
I have attached your proposal based on rates for October Please note, we can't guarantee the price will be the same until you book it; our rates change day to day as dates fill up
I quoted you for men and the truck at $161/hr with a hour minimum on weekendsIf you are able to move during the week beginning October the rate is $133/hr for movers and the truckThere is no minimum on weekday moves
There is a $deposit require upon booking that goes towards the cost of your movePlease also note we charge office to officeWe also bring out wardrobe cartons, new mattress bags and upholstery covers at no additional charge for you to use the day of the move
Please contact me via phone or email with any questions or if you would like to book your move
Warm regards,
Erin
As a Goodwill gesture we are happy to adjust hr of OT charge for the delay in crew arrival to regular time, as it was an approximate arrival timeWhich provides a credit of $
Warm Regards,
Trina
Initial Consumer Rebuttal /* (3000, 12, 2015/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel that the short, one time mention of "please note we charge office to office" was very vagueI cannot understand why you would be charging for time prior to when the move begins or afterwardsIf that was the case, it should have been explicitly stated in the emails or even explicitly explained on the phone, which it was notAlso, the amount of time taken to complete the move was longer based on the 4+ smoke breaks for the movers as well as the stop along the way that they made at a convenience storeI believe that the crew could have been done at least hour sooner without the breaks and by being prepared with snacks/water before hand
Final Business Response /* (4000, 14, 2015/11/17) */
AS per the previous response, the travel time was put in an email as well as in the below proposal that you signed and returned to us, which in bold writing states "charges are from when the crew leaves our facility until we return." We note a credit has been provided based on the previous responseAt Highland Moving, we pride ourselves in making sure our customers are well informed, which is why we put everything in writing, which we then ask our customers to acknowledge.Please see below (we have blocked the signature)
We appreciate the opportunity to provide you with the following estimate
Tentative Moving Service: 10/03/at 1:30pm
Moving Truck & Movers @ $146.00/ Hour
*Overtime Rate $/Hour*
Final charges will be based on the actual time from when our crew leaves our facility to when they returnOvertime rates are in effect after hours of work at 1/regular rate
Optional:
$15,Replacement Value Protection = $
In order to guarantee your booking, we require a non-refundable deposit of $This deposit will be credited towards your invoice, which is due on the day of your movePayment is required by cash, or major credit card upon completion of the moveAll prices are subject to GSTChanges made to the date(s) of the original booking are subject to availability and any difference in hourly rate
*Note: Until confirmed, price is subject to change without notice.*
I HEREBY ACCEPT THE TERMS AND CONDITIONS OF THIS PROPOSAL
Customer Signature _X________________
Print Name_________________________________ Date__________
Relocation Consultant:
Final Consumer Response /* (4200, 16, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The credit offered does not seem sufficient considering the lazy employees who wasted my time (both while I waited for an hour as they were late as well as while they took several smoke breaks and stopped at a store during the short drive between residences)I also do not believe I was properly informed about the overtime rates or the driving expenses, and I was not informed verbally at allI had several days/times available for my move which the representative was made aware of, and I feel they did not do their job in advising me of the most affordable option and that they instead took advantage of meI am incredibly dissapointed in the service I receivedIt completely ruined my moving experience when it should have been easier than a regular moveI will be advising friends and family not to use Highland Moving as I feel completely ripped off

We sent numerous emails and voicemails that went unanswered by this customer.  He did not contact us until after we sent it to collections and they contacted him.  When he called he said that he did not recieve any of our messages or emails.  They were all copied and sent to him at...

which point he told our controller that maybe he did see them.  There was an error in calculating his bill, but he was made aware that this was due for payment.  [redacted]

Dear: Mr. & Mrs. [redacted]   We have reviewed your file, and note that you went to our website and choose to the online inventory.  Most customers that choose this method are within 10% of their estimated weight, if all items are listed.   Our estimate was  based on the items you...

noted as moving, and it was marked on your estimate that all charges will be based on actual weight.   We have spoken to the van foreman on your job, and he was told on load day that you were trying to sell a number of items but were unable to, items such as boats, canoe, motors, 2 snowmobiles, 3 trikes, patio stuff, some appliances and 25-35 bags of charcoal, which add to the weight of your total shipment.    Our quotes are only as good as the information received from our customer, and based on the extra items shipped not noted on your inventory at the time of quoting, we feel that we are due all charges.   Regards,   Cindy C[redacted] General Manager

[redacted]
I am rejecting this response because: After numerous conversations, I have offered to accept the error made on Highland's part and pay the additional charges, provided they provide a written commitment to withdraw/retract any claims on my credit history. The company did not accept my offer, and has not responded to my follow up email. 
[redacted]