Don Farr Moving & Storage Company

Attached please find certified, return receipt correspondence advising consumer as to the status of the claim filed As per the endorsed by the consumer Bill of Lading which serves as a receipt it specifies under Claims Procedure and Limitations (d) "Any claim for loss, damage or overcharge whether made by the consignee, consignor or third party beneficiary, shall be writing and shall be accompanied by original paid Bill for transportation" therefore, all transportation charges must be paid in full before any claims can be addressed We were advised by the consumer that a claim was filed directly with the consumers homeowners carrier in which our insurance carrier awaits the subrogation and the payment in full of the outstanding transporation charges in order to proceed We cannot remove the outstanding charges as a service was performed We reserve the right to credit reporting agencies and course of collection actions for the balance due This relocation involved the movement of approximately items in which out of the items approximatly items were claimed as damaged As the consumer suggests, we also look forward to amicable resolution to this matter, however, payment must be made in full

Move date 5/29/and 5/30/from Jefferson Hills, Pa to Jefferson Hills, Pa. After the shipment was loaded, the consumer advised that delivery as originally scheduled for that same day of 5/29/14 could not take place. There were were constant changes in the consumers
delivery, however, we accommodated the consumers needs as much as possible and stored the consumers household goods overnight at no charge till delivery was convenient for the consumer the next day of 5/30/
The consumer was well aware of the limited $per pound per article protection at no cost as endorsed by the consumer on the consumers Bill of Lading and the carriers liability certificate. The consumer had ample opportunity in which to purchase additional coverage as the estimate was performed for the consumer on 5/13/and the actual move did not occur until 5/29/ Consumer requested claim forms on 6/25/which were mailed to the consumer that same day 6/25/14. The completed claim forms were received in this office on 8/7/14. Repairs were completed to (5) five of the consumers items to the consumer's satisfaction as per her endorsement on the repair invoice on 9/11/to include missing shelve pins which were direct ordered from the manufacture and will be direct delivered to consumers residence. The balance of the claim was settled at the limited liability of $per pound, per article in the interest of goodwill and not as an admission of guilt since the consumer did not substantiate the damages at time of delivery on the delivery receipts & in the presence of the movers. The items in which the consumer has claimed were in fact (PBO/CU) Packed by owner, contents unknown to carrier items. However, settlement was based on the limited $liability and in the interest of goodwill

I reviewed the response by the moving company and am infuriated by the lies. It was a girl in their office that told me that I had a good 6 months to file a claim. She said they understand that it takes people a while to get unpacked and look through all the boxes. The same girl that would not let me speak to the office manager when I repeatedly called to discuss the missing articles.  I am not going to submit a claim to my insurance for their gross negligence. For instance, a solid oak cabinet 6 ft tall 4 ft wide and 2 ft deep to not be delivered when there were 8 total units taken at the same time. It is beyond me how they could misplace a unit that large when they took several at the same time and brought back all but one unit. I would think they would have stored them in the same place which would have been a no brainer as to all of them coming back. Their own employees admitted to destroying one of the curio cabinets and said they were getting it fixed and would bring it back as soon as it was repaired. It seems that all I get from them is lies or simply no response such as no acceptance or rejection of the claim we submitted. It seems that they are just hopping we go away. It is now a matter of principal. Their an inherent responsibility of a company to handle, store, and return peoples property in good condition when that is their lively hood. Looking for any loophole or reason to not live up to their incompetence is not acceptable. Lastly, we cannot accept any undisclosed offer without seeing whether or not it would compensate us for our losses. You as us to accept when their offer is not even submitted. I am sorry but we cannot do that. I am sorry I haven't responded until now but your website is not familiar to us and we were thinking we would get an email telling us that we needed to respond. We just were playing around on the site and found their response to you and now that we have read it, we are responding.

We apologize for any confusion in regards to the claim. Our records indicate two items were damaged a bed and a china hutch. Our officesent [redacted] to your home to perform an inspection and repair any of the damaged items.This was the information provided to us in regards to the bed in which itappears he offered to fix it while he was in the home despite the damagepossible being caused simply from normal wear and tear. "Her bedframe has one bent metal part that is in the second photo. There is no indication if the metal was justbent from customer use or if the movers damaged it. It connects down the middle of the bed to support themattress and sits in a slit on both sides of the bed frame. It could have just been wear and tear and the customer could not have known it was bent because its under the mattress. It would have requiredsomeone to hit it with a hammer or exert great pressure on it for it to bend.I showed the customer how I could screw in some metal angle brackets to repair it. Unfortunately the wifedeclined my repair." - [redacted]Also on September 15th(via email) in our last correspondence we furtherextended this offer of repair: "Steve stated he could repair the bed, but unfortunately you declined the offer. If you wish to have Steve repair your bed,you can contact him directly at ###-###-####." - Don Farr Claims DepartmentIn regards to the china hutch the repair company’s report indicated that thepiece had a veneer top. Our office emailed you a copy of the signed CarriersLiability Certificate showing that these items are not covered by any policy inour industry. This was stated in the email as follows:"In regards to your china hutch the policyoffered by our insurance company does not covered veneered furniture. However,in the interest of goodwill we will still allow for you to keep the originalcheck. Please see attachment of signed Carriers Liability Certification." - Don Farr Claims DepartmentIn summary our company has and continues to extend the offer of repairing thedamaged bed. Our company has also allowed for you to keep the $.60 per lb checkin full for both the bed and the china hutch despite the hutch not beingcovered and the bed can be repaired should you choose to contact [redacted]Furniture and will be paid by our company. We feel as though our company hasaddressed this matter and made a good faith settlement.

Please see attached signed bill of lading where the customer indicated "Except specifically endorsed hereon, all services and all articles received in good condition." This is signed on the bottom right corner. Also on this form we would also refer you to the initials of "**" clearly if the job was not finish we would wish to believe the customer would have not signed them out and the men could have continued working. A walk though is also performed with the customer at that time and additional forms are asked to be signed.  We have also attached an additional form. The initials of [redacted] are signed and indicating "All contracted items have been packed to my satisfaction." Please see where the customer also initialed that " All items have been put back together or placed properly in rooms as directed". This form is also signed again on the bottom.

First and foremost let us apologize for any mishaps that may have occurred as a result of your recent relocation. While the last box may have been delivered we do not consider your relocation completed until you are satisfied. We have investigated your claim and it appears our office received the...

claim on September 23rd, 2016. At that point a claim number we assigned and a postcard was mailed to your address acknowledging receipt. We apologize for any delay you feel may have occurred however unfortunately by law a claim may take up to 120 days to be settled. We have spoken to the claims department and they assured us that the claim will be completed and mailed to you on Tuesday. Thanks again for choosing Don Farr Moving & Storage and if you have any questions the claims department can be reached at [redacted]

First and foremost let us apologize for any mishap that may have occurred during your recent relocation. Our records indicate the claims office did receive a rebuttal to you original claim settlement as well as receipts and additional requested information.They have reviewed the claim and thanks to...

the additional information you provided us they were able to make a supplemental allowance on your claim. We appreciate the receipts you were able to provide and helped in addressing your concerns. After reviewing the claim we are pleased to advise that they were able to offer a substantial revised amount in regards to the claim. A check for a new amount as well as a settlement letter will be mailed on Friday April 1st. Again we apologize that your move did not go smoothly and hope that you consider Don Farr Moving & Storage again in the future.

First and foremost we would like to thank the Revdex.com for taking on this matter in helping us resolve complications with this customer. Our office was contacted on October 31st to move Ms. [redacted]. She needed moved the next day as she needed to be out of her house. A list of...

approximately 65 items were provided to our office and an estimate was provided for 5180 lbs at a price of $3983.10. A list is attached for review. Upon arrival at the house on November 1 it became immediately apparent the customer was not prepared for her move and there was more items than indicated. Items were not packed including a drawer full of knives that were just dumped into a garbage bag almost cutting the men as it sliced right through the bag. Three men worked a 9.5 hour day filling an entire truck which resulted in a weight of 7980 lbs. The dispatcher called her first thing in the morning on November 2nd to explain to the customer that at this point her move would cost $5400 up to this point and our crew was set to come back that day to load the remaining items that were left after day one. She said that she understood she had a lot more than originally thought and would still like for us to proceed with loading more on this day as well. He explained to her to please try not to take as many items as it would just keep increasing the price. Since she understood the price thus far our men worked another full day from 8:30 am to 5:30 PM another 9 hours loading an additional 3300 lbs.While the second truck was being loaded the first truck was being unloaded to the trailer that would be headed to Las Vegas. So our staff now had an additional 8 hours on this end as well. Ms. [redacted]'s total weight after both days totals 11280 pound and 380 total items that is an increase of 315 items and 6100 pounds. Despite the weight going over double and the amount of items increasing by 5 times the amount the discounted price was only at $7959.85. Immediately upon discussing this with the customer now that everything has been loaded and unloaded she became irate. She said the men were lazy and did not work, however we have a survey completed and signed by the customer stating "They were very fast and efficient". She stated we took garbage bags that were suppose to go in which reviewing the inventory we said we would knock the weight off as the inventory reflected 4 which would total approximately 80 lbs. She then asked what the cost would be to not ship it to Las Vegas. Nick explained our hourly rate would be $140 and up to this point our company has had at this point over $4500 just for us to load and unload into the trailer. We have spoken Ms. [redacted]'s sister trying to help find resolution. They explain to us that they received a quote from Upack to ship the items for $5000. We tried explaining to her that if it was only based on the initial list their price would possibly be doubled as well and would need loading as they do not provide any labor service. Our office at this point offered to still ship the items based on the price that was provided to her after the first day of loading in the interest of goodwill and it was a price she agreed to and continued to have us still load. She refused that. We offered to ship the items to Las Vegas for $5000 as now they are simply tying up space on the trailer and our warehouse. She has refused. Our office has called several times on Friday and several times on Monday. At this point we believe that our company was set up to simply remove the items from her house. We believe other circumstances were involved based on information provided to our crew during the second day. Ms. [redacted] left our men with her children on day two and was not even present for most of the day while the men worked which also may have resulted in additional items still being left at the house. It was very hard for our men to determine what was to go and what was not. The customer was unavailable as it was explained to our men that she had a hair appointment and a doctors appointment. At this point we are looking for resolve. Our company has over 4 days of loading and unloading up to this point. We believe that we have been more than generous offering to still provide that service at a discounted rate. The customer agreed to $5400 after day one and knew that sending more items would result in an additional cost. A second day of loading then occurred. We are simply asking for the $5400 she agreed to and we would be including a second day of loading at no cost and additional 3300# to be shipped at no cost. Attached is the list provided to us before the move, the weight tickets, the inventory we actually took and the review sheet,

Again we apologize that your move did not occur without mishap. While our goal was to be able to repair your items, unfortunately we are required to follow the valuation/insurance that follows the relocation. Your paperwork shows that you elected and signed for the basic coverage of $.60 per pound per item. The bill of lading was signed off and no notations of any damages were marked at time of delivery.  Our office had 2 repairs firms to your home in hopes of being able to have the items repaired within the coverage limits. The first repair firm gave us a quote for $200.00 in which you expressed dissatisfaction in the proposed repair process. In the interest of goodwill and despite no notations of any damages at delivery the claims department allowed $250 which was more than the estimate that was provided.  A check was mailed to settle the claim and  allow for you to decide how you wish to proceed.

First and foremost let us apologize for any mishap that may have occurred as a result of your recent relocation and while the last box may have been delivered let us assure you that our goal is your satisfaction. Our records indicate that your move occurred on 5/30/15 and 6/1/15 and was...

transported to our storage facility, then was delivered to your residence on 12/18/15. We delivered claim forms on 12/18/15 and received the completed claim forms on 3/14/16 and an acknowledgement was sent to your home. It appears the adjuster assigned Eagle Furniture to come to your home and assess the damages. After the inspection was preformed our office received the information from them and was able to address the claim. It appears that after reviewing all the documents, the transit coverage you elected was the basic liability of $.60 per pound and while in storage you had elected to use your homeowners. Even though homeowners insurance was elected, out of the interest of good will we paid out on all items except for the wrinkled clothes which are not covered on any policy. In an effort to help further resolve the claim we will allow $100.00 for the dry cleaning of the wrinkled clothes. A separate check will be issued in 3-7 days and mailed to your home. We apologize again for any inconvenience and hope this resolves the matter.

I do not accept this as a resolution to our complaint as the company did not provided the services we paid for.  When we hired Don Farr we were told out items would have the white glove treatment and that all furniture would be shrink wrapped to prevent scratches and damages.  They did not do either of those things.  Had they hired responsible adults to move our items, our furniture would not have been damaged.  Instead, we were sent a crew who destroyed our items and left furniture scattered in rooms where it didn't belong.  We had to call upon friends/family to help the next day move our items from floor to floor and into the correct rooms. This is a very simple solution to this problem.  They did not provided the services as indicated and we would like a refund for our move. 
Regards,
[redacted]

I reviewed the response by the moving company and am infuriated by the lies. It was a girl in their office that told me that I had a good 6 months to file a claim. She said they understand that it takes people a while to get unpacked and look through all the boxes. The same girl that would not let me speak to the office manager when I repeatedly called to discuss the missing articles.  I am not going to submit a claim to my insurance for their gross negligence. For instance, a solid oak cabinet 6 ft tall 4 ft wide and 2 ft deep to not be delivered when there were 8 total units taken at the same time. It is beyond me how they could misplace a unit that large when they took several at the same time and brought back all but one unit. I would think they would have stored them in the same place which would have been a no brainer as to all of them coming back. Their own employees admitted to destroying one of the curio cabinets and said they were getting it fixed and would bring it back as soon as it was repaired. It seems that all I get from them is lies or simply no response such as no acceptance or rejection of the claim we submitted. It seems that they are just hopping we go away. It is now a matter of principal. Their an inherent responsibility of a company to handle, store, and return peoples property in good condition when that is their lively hood. Looking for any loophole or reason to not live up to their incompetence is not acceptable. Lastly, we cannot accept any undisclosed offer without seeing whether or not it would compensate us for our losses. You as us to accept when their offer is not even submitted. I am sorry but we cannot do that. I am sorry I haven't responded until now but your website is not familiar to us and we were thinking we would get an email telling us that we needed to respond. We just were playing around on the site and found their response to you and now that we have read it, we are responding. 
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
John Reemtsen

First and foremost we would like to apologize for any inconvenience that may have occurred as a result of your recent relocation. Typically our moves occur without incident however when something does occur we don't consider our customers moves completed until they are satisfied. We have...

investigated the claim. Our records have indicated that the claim was paid in full based on the valuation elected by the customer. The coverage was $.60 per lb per item. However we have reopened the claim and in the interest of goodwill the claims department will be mailing a supplemental check for all of the damaged furniture to be paid in full. Our records indicate that we did not provide packing on the misc items that were damaged in the boxes so we can not offer any additional coverage except for the $.60 per lb that was already paid. The supplemental check will be mailed and you should be receiving this within 7-14 days. Thanks again for choosing Don Farr Moving & Storage and again we apologize for the problems that may have occurred as a result of your relocation.

Thanks for providing us with additional information in regards to your claim. We have reopen your file and have investigated the claim further. We have attached a copy of the repair estimate provided to us from [redacted] that was used to help determine your claim. Our claims department then provided you with a settlement check in which allows you the opportunity to have the items repaired or simply accept the cash settlement. In regards to the bed [redacted] is able to repair the item for $80 if you wish to contact him for repair he can have that repaired for you. We will allow the additional $50 for the computer desk and a supplemental check will be issued to you. The bar can be repaired by [redacted] for $200. If you choose to have them repair the item we would provide transportation to allow this piece to be fixed. The tool chest we will allow for an additional $50 as an appearance allowance on the item. In summary our claims department will issue a check for the additional $100.00. Please let us know if we can be of any further assistance if you choose to end up having some of the items repaired. Again we apologize for any inconvenience that may have occurred as typically our moves happen without any mishap. We hope that you would consider our services again in the future.

First and foremost let us apologize that you move did notoccur without incident or damage. However even though all your items have beendelivered we do not consider your move completed until you are satisfied. Our recordsindicate that you have contacted our office and we have issued claim forms...

forloss or damaged items on the 23rd the day after your move.  You should be receiving them in the mail ifyou have not already. We have customer support specialists who will work withyou to help through this process in order for us to correct the damages thatmay have occurred. If you have any questions in regards to the claims processyou can contact [redacted] who has been assigned to your case.  A claim for loss or damaged items must bereceived in writing but let us assure you that once we receive them back fromyou we will work in an expeditious manner in handling the claim.  Thank you for bringing these issues to our attention weappreciate the comments good or bad as it will help us improve and let us workwith our staff in preventing problems in the future.

First and foremost let us apologize for any mishap that may have occurred as a result of your recent relocation and while the last box may have been delivered let us assure you that our goal is your satisfaction. Our records indicate that your move occurred on 5/27/16. We mailed out claim forms on...

6/1/16 and received the completed claim forms on 6/8/16 and an acknowledgement was sent to your home on 6/14/16. In our Carriers Liability Certificate that was signed by the customer it states in bullet 3, “Loss or damage to jewelry, watches, gem stones, cash, currency, bank notes, deeds, traveler’s/personal checks, coins, stamp collections, diplomas, sports memorabilia, record albums, compact discs, dvd discs and/or movies, alcoholic or  beverages of any kind, prescription medications, negotiable items, furs or garments trimmed with fur, plasma/LCD/LED televisions (unless packed in original box or carrier crated), firearms & ammunition, gun safes (loss of keys), pianos, hot tubs, tanning beds, flammable, corrosive or explosive material/items, perishables such as food, plants or living  things that may die or spoil in transit, items of sentimental  value, exercise equipment such as but not limited to elliptical machines and treadmills.” Our records also indicate that we did not provide any packing services for your relocation. We always strongly recommend not packing liquids especially any item that was open. Boxes tend to shift while moving, whether it was in the hands of a mover or riding in the truck. A bottle of vinegar may only cost $.90 cents which is why we would recommend tossing it. Risk of it leaking on other items is not worth it.  The fact that our men placed the box and a liquid that was packed by the customer leaves us with no option but to deny any liability for the item leaking. Also when we placed the box our paperwork was signed off that all items were placed in good condition also stating the relocation was completed and you were satisfied. This completes our service and releases of liability at that point. Our office would recommend contacting your homeowners insurance as they may be able to further assist you however we are unable to provide coverage.

Again let us apologize for any mishap that may have occurred from your recent relocation and any confusion in regards to the claim for damaged items. While you did purchased additional valuation for you move, you purchased a policy with a deductible for $250.00. The majority of your claim was...

addressed and you were offered a cash settlement less your $250.00 deductible. In the interest of good will we will process and additional check for the $250.00, this will be mailed to you within the next 10 days. Thank you for your patience in this matter.

First and foremost let us apologize for an inconvenience that may have occurred as a result of the recent relocation. Our records indicate that your items were picked on July 25th. The signed estimate does not show any delivery dates and sometimes a shipment may take 3-21 days for delivery. The...

majority of the shipment was delivered on July 28th however when loading some of the items did not fit on the trailer as the weight on the shipment.The customer informed us that the items were simply going into a self storage in North Carolina. We apologize that the crew ran behind on pickup day. Our records indicate that the pickup was scheduled between 8-10 am. We spoke to the driver and there must of been a delay at the state certified weigh tickets. The crew was dispatched from our office early but the ticket indicates that it was punched at 9:44 am. Unfortunately our office cannot predict these things as we have to rely on a state certified scale. Also the scale is approximately 1 hour from your home which would explain why the men arrived when they did after traveling across town. After seeing the items would not fit onto the original trailer a second truck was sent to the home. At this time the customer would of been made aware that all the items would not be fitting on the original trailer. The weight of the shipment did increase over 600lbs from the original list that was provided to our estimator. The men work late in the evening that day loading 272 total items. Also it was understanding that since the items were simply being placed in a self storage that this would have not been an issue. We would be able to accommodate any requirements at delivery.Also loading does take more time and effort than unloading to make sure the truck is packed securely and all items are padded. 5 men were sent to your home and 3 total vehicles. At delivery the self storage chosen by the customer was not tractor trailer accessible. The customer did provide our men a ride to the shuttle and which was arranged with the driver directly. Our office does not condone this and could have made arrangements for the driver. However after picking up the small shuttle truck the men had to then transfer all of the items to the smaller truck in order for us to deliver. This would explain the delay of 4 hours. Finally our records indicate that Jacob at our office has been constant contact with the customer on arranging the delivery of the balance of items. He even said we can be accommodating and simply deliver the couple items ourselves. We would set up the additional shuttle at no charge and arrange for everything to be delivered without any additional inconvenience to the customer. Again the shipment went over the estimate by 600 lbs which is why it didn't fit on the first truck however our goal was to bring the items as quickly as possibly and within our typical delivery spread which we have. At this point the rest of the items will be delivered on the 11th to the self storage. It is our position that we have worked to accomplish the move with minimal inconvenience and perform the pickup and deliver all of the items within the normal delivery spread. Moving is a stressful time and sometimes complications occur however we hope that we have worked through them to still have all of the items relocated per the contract

We apologize you feel this way in regards to your move. Our records indicate that we provided an estimate to move all of our your belongings and while providing you an estimate our moving consultant would have explained all of the insurance options in regards to the move. While you are complaining about the service the men provided they were able to move all of your belonging for half of the amount that was estimated by our moving consultant. Also while moving all of your items you filed a claim for only two damaged items. One being a bed that after inspection may have already previously damaged due to normal wear and tear, however our company offered to fix it anyways and you declined. The other item that was a claimed damaged was a piece may of knocked down or lesser quality material. You signed off that these items can not be covered by any policy offered. This policy is standard to the industry because items such as pressed wood or lesser quality can typically scratch simply from the moving process. While you disagree that the men performed a good job, our goal is to simply correct what was damaged based on the provisions of the policy elected by you and are notated with your signature. If our men failed to provide the moving services within the estimated/allotted time we would of definitely been able to help with the charges as well, however they were able to accomplish the move in half the time/cost. You have received a check and have not mailed it back to our office for payment in full on the two damaged items based on the elected coverage of $.60 per lb. In the interest of good will we can resubmit the claim based on double the weight. Please mail the check back and we will issue a new check.

The valuation/insurance you elected with your move was $.60 per pound per article. Our claims department mailed a check and paid for the damages based on your elected coverage for the 2 items claimed. They would not come to weigh the items as the industry relies on a standard joint military guide of weights for items which would of been explained in the letter provided to you with the check that was mailed. We are offering to allow [redacted] repair your bed in the interest of goodwill despite already being paid in full for the two damaged items. At this point you may choose to allow him to fix the bed or choose not. Let us assure you that [redacted] provides quality work and felt as repair was definitely an option.