Don Farr Moving & Storage Company

First and foremost let us apologize for the damages that may have occurred during you move. Typically our relocations are completed without any mishaps however when something does occur we definitely want to do our best to make sure our customers are satisfied. Our records indicate that you filed a...

claim for two items that were damaged , however the inventories only show one item being notated as damaged at time of delivery. The inventory also notated that the TV stand was notated as pressed wood which was indicated at the time of pickup. Unfortunately our industry does not provide coverage on these items since they are made of a knocked down or fragile material. In the interest of good we have investigated your claim once more and have attached the receipt/replacement items that you provided us with submitting your claim. The receipt for the TV stand which was $119.99. Also a similar/replacement headboard which shows a price of $153.99. Our records indicate we have mailed you $225 thus far and in the interest of goodwill we will send you a supplemental check $48.98 which would represent a complete reimbursement. This check will be mailed to you within the next 3-14 days. Again let us apologize for the damages occurred and we hope that this settlement shows a gesture of goodwill from Don Farr Moving & Storage.

The (90) ninety days is extended in order to allow ample time for the consumer to go through their entire shipment in order to file a claim in writing in its entirety.  According to the descriptive inventories prepared at origin, all of the boxes were in fact (PBO/CU) packed by owner cartons, contents unknown to carrier.  Valuation (which is a term for coverage) was offered to the consumer while their items were contained in storage, the consumer elected not to purchase the additional coverage but rather utilize their own homeowner's coverage in the event of a claim.Therefore, this shipment was released while in transit at the limited liability of $.60 per pound per article which is the limited coverage provided at no cost to the consumer. The transit limited liability is coverage only while in transit not in storage. The consumer signed the Bill of Lading at time of delivery verifying "Except as specifically endorsed herein, all services and all articles received in good condition". No notations of damages and or missing items were made by the consumer at time of delivery.We do understand that moving can be a stressful time for individuals and although this claim was denied, we have allowed a bottom line settlement in the interest of goodwill and not as an admission of guilt.Attached please find all documentation in order to support our position and a copy of the settlement letter along with a copy of the check.

First and foremost let us apologize that your move did notoccur without mishap and while your last piece of furniture may have beendelivered, we don’t consider your move completed until you are satisfied. Our records indicate that the office was contacted on June 3rd,2015 notifying us of damages...

shortly after your move on June 1st,2015. Our office mailed on June 4th, 2015, the verified statement ofloss or damaged goods forms as well as instructions on how to complete theforms and file them. On June 11th, 2015, we received the forms andon June 24th, 2015 an acknowledgment of receipt was mailed.When Ms. [redacted] decided to go with Don Farr Moving as herrelocation provider, she received a free in-home estimate from one of ourrelocation consultants. At that time, she received and explanation of valuationcoverage that was available for her move. She elected the basic valuation of$.60 per pound.  Once our claims department received Ms.[redacted]’s claim formsa repair firm was contacted close to her home to provide us with an inspectionof the damaged furniture. The other purpose of this inspection was to see ifthe damage could be repaired within her elected coverage which wasunsuccessful. Based on the coverage she did elect, the claim was settled at$.60 per pound, per article based on the Joint Military/Industry Table ofWeights. At this point the claims department will be mailing asettlement check based on the items claimed as damaged. This check will bemailed today and should be received with-in the next week. Again we apologizethat your move did not occur without mishap.

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 300 items in which out of the 300 items approximatly 17 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.

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. We understand that you may not choose to have our repair firm proceed with the repairs of the items that were damaged and our office understands...  However, our records indicate that the claims department has sent a cash settlement so you can choose to proceed with the repairs in any manner. Some people even prefer to keep the cash settlement and not have the items repaired at all. The claims department simply relies on the report provided to us from [redacted] to determine an appropriate cash settlement in that if you chose to repairs the items the firm would stand by performing those repairs at that estimate. Our records indicate that your claim was paid in full based on that report in the amount of $1160. Your policy had a deductible of $250 and a check was mailed for $910 therefor settling your claim. After receiving your initial complaint our office mailed an additional $100 as a supplement in the interest of goodwill. We hope this clarifies any confusion you may have had in regards to the claims process.

First and foremost let us apologize for any inconvenience that may have occurred as a result of your recent relocation. While the last box may have been delivered let us assure you we will not stop working until you are satisfied. Our records indicate that your items were picked and placed into...

storage on May 27th and delivered to your home on November 28th, 2015. As you mentioned a shelf and cross beam was missing upon initial deliver but the crossbeam was located the next day and returned to you. Our inventories were signed off without any exceptions of damages however you contacted us a couple days later notifying us differently.   Claims forms were sent to your home and mailed back to us approximately 2 months later. The Verified Statement of Claim for Loss and Damaged Goods indicated 3 items that were damaged as well as some damages to the home. Our claims department quickly contacted a repair firm to fix the damages to the home and a second firm assigned to assess the damaged items.  The firm that repaired the home provided us with a completion report that all items of concern were repaired. However, when the furniture repair company contacted you it was indicated that items were thrown away and not made available for inspection. The claims department then moved forward with completing the claim based on the valuation that was elected. It appears that you chose homeowners coverage for the items while they were in storage and the basic liability of $.60 per pound coverage for in transit damage. The desk was denied being that the item was made by pressed-wood or a knocked down material and was not covered by the policy. However the other two items an entertainment center and mattress topper were paid in full based upon this coverage despite any notations of damages being indicated at time of delivery. Upon further investigation into your file however we did notice that only 3 men were sent to deliver the items. Our office will be processing a refund in the amount of $250 for the 4th man that was not provided that day. Our records indicate that one of the staff members called our office and was ill that day not allowing him to be available for work. We apologize for any inconvenience. Again let us truly apologize for any inconvenience that may have occurred. We hope that you consider Don Farr Moving & Storage again in the future. The refund will be process and mailed in the next 7-14 days.

Review: Don Farr moving was hired on May 31, 2016. The movers placed a box upside down on a wood floor, piled several boxes on top of it, crushing the box. As a result, a plastic container of vinegar, wrapped in paper, was also crushed and leaked onto the wood floor causing damage. Don Farr refuses to pay for the damage. The contract clearly states that damages to the home are covered. They refuse to honor the contract.Desired Settlement: I want this damage floor to be repaired at Don Farr's expense.

Business

Response:

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.

Review: I originally sought a quote from Don Farr on the recommendation of a friend for a move from Pittsburgh, PA to [redacted]. The original estimate appointment was rescheduled. The estimator, Russ, finally came out and walked through the entire home including the attic, garage, basement, and patio to ensure that the quote was accurate. We received our quote which was reasonable and proceeded to secure Don Farr's services. We received one other quote from another company for this same move.

We specified a date we needed our delivery to arrive in Florida and were told they could accommodate that need and we were also lead to believe that all of our belongings would arrive together on the same truck. We were told by "the office" that packing would take one day, Monday, loading would take one day, Tuesday, and they would be driving first thing on Wednesday. Packing took 1.5 days, loading the FIRST truck took another day and there was still a large amount of our things that had to be loaded on the third day. They were still packing items on Wednesday. Our move was grossly underestimated which resulted in our things being delivered on two separate trucks. While loading the first truck, after we were notified late in the afternoon that all of our things were not going to fit, we asked that our MASTER bedroom set be prioritized along with other bedroom sets if space allowed. The first truck came and our bedroom set was not included. We have a slew of lamp shades with no lamps, and all but one box spring for the 3 spare bedroom sets. The master set was not included which makes absolutely zero sense.

All that being said, we unpack the first load and call [redacted], the owner. He indicates that our next truck of things, including our bedroom set, would not arrive for another 2 weeks. When we were originally under the impression that it would all be delivered in one load, and it wasn't, 2 more weeks is totally unacceptable. [redacted] rushed our things and they were delivered the following Sunday.

While unpacking the first load, we discovered that an expensive wallet and a cologne were missing. We again called [redacted] to discuss. The very first day of packing, I made sure to get everyone to write their name down on a pad of paper so that I could ensure we tip them. Once we discovered the missing items, I went back to the list and the first name had been scratched off to the point we could no longer read it. [redacted], the name that was very clearly and purposefully scratched off, was coincidentally also responsible for packing the bedroom from where the items were discovered to be missing. We will be filing a police report to handle the theft.

Finally, the invoice and charges that were expected at delivery were significantly higher than what was agreed upon in the estimate. The total charges were approximately $2000 more than what they estimated and we agreed to.Desired Settlement: We expect direct and complete reimbursement for the items taken at retail value. ($600) Additionally, we expect monetary compensation for the items damaged and missing.

Business

Response:

First and foremost let us apologize for any inconvenience that may have occurred as a result of your recent relocation. While the last box may have already been delivered our services aren’t complete until the customer is satisfied. Our records indicate that we packed your belongings on August 8th, 2016, finished packing a couple items on the 9th and loaded the trailer for the relocation to Florida that day also. Our records indicate that special expedited shipping was requested with a delivery in Florida on the 12th/13th, making your shipment the last family to be loaded on the truck since it would be delivering 2 days later. Upon loading the trailer on August 9th, the driver indicated that there would be over flow and worked with [redacted] to plan items that would be delivered at a later date. The driver worked with the [redacted] making sure that all of the mattresses were on the truck. They even paid special attention to the televisions loading them in the cab of the truck to make sure they were safe, taking up their living space while traveling to Florida. Our driver [redacted] and his assistant [redacted] believed that they worked closely with [redacted] to ensure total communication through the process since items would not be fitting on the original tractor trailer. They worked until 10 PM that evening loading the trailer. On August 10th a crew returned in a box truck to pick up the items that did not fit to be taken at a later date. [redacted] was aware at that time that the items picked that day were not making it on the original trailer. [redacted] and [redacted] arrived in Florida on August 12th, 2016, to deliver the items that were loaded on the tractor trailer. [redacted] called in and spoke with Jacob, the dispatcher in regards to the delivery date on the other items. The items were scheduled to be delivered in two weeks and the customer did not seem satisfied at that time. On Saturday August 13th the office spoke with [redacted], he wanted to see what could be done to move up the delivery date of the remaining items. A return phone call was made on August 15th to [redacted], that we were able to get the remaining items there in less than a week. At that time [redacted] made the office aware of the missing wallet. It was explained that if they believed the item was stolen and not simply misplaced to please immediately contact that police. However, we would also recommend going through all of the boxes once they received the entirety of their shipment. The staff at Don Farr Moving takes accusations of theft very seriously. The name of the pack crew was provided to the customer. The customer asked that we speak to the pack crew. On August 18th the pack crew was interviewed especially the individual that the customer was concerned about. [redacted] being a new father was appalled and asked that we have the customer immediately call the police. Our employee wants this cleared up as much as the customer does. At this point all of the items have been delivered. Our customer support specialist Sara spoke with the [redacted] on August 23rd after the move was completed. She explained the claims process to [redacted] and told him he should include all missing or damaged items on the claim forms. The claim forms were mailed out to him on August 17th, 2016. We have not received any calls from the police in regards to the accused theft and we have repeatedly asked the customer that they be contact the police immediately.. We understand that moving is hectic and collecting all of the items and organizing your new home is a tedious and long process. It is our experience that sometimes when something is lost customers usually contact us a couple days later to let us know it has been found however, if a person ever believes that theft is involved we ask that the police be involved. We look forward to working with them further to help bring this matter to a close.

Review: We took out additional insurance on our move from Pa to Texas. More items were damaged during the move. After months of delaying our claim we were not reimbursed for the damaged items. Or reimbursed for less than the cost to repair or replace the items. We furnished photos of all the damage which Don Farr completely ignoredDesired Settlement: Refund of $250 extra insurance fee we paid that was not provided

Business

Response:

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.

Review: 5/27 Contract agreement was entered that 2 men outside and 2 men inside the home since it was a new build and an entire home being moved, stored and moved back. The initial move went great. The issue came when our items were retrieved from store and the return move began. There where multi issues. When we called we were instructed to write all complaints in a formal letter. We waited several months after this and still had to make numerous calls to find out where we stood in the claims process. I was informed by the claims process that our settlement was already in the mail. We waited an entire week with nothing. I had to make another call all to find out that the claim was still just sitting there and had never been mailed. Upon receiving that settlement I called Donn Far. I was asking about not just the items that were damaged but where the compensation was from the over 14000.00 we paid since the contract was not honored by only sending 3 men. Our home was a mess, I also had to build and move most of the furniture myself. This was nothing what we paid for. I was informed that should have been in the letter. CLEARLY no one read the letter as it contained FULL detail of all issues. When I called again I was instructed from the claims department to call Donn Farr as they only take care of refunds for items that are damaged. I called Donn Farr and was promised that a manager would call me back within one day and that I would probably need to file the entire claim over. It is now that this is nothing but a run around by Donn Farr. I have NEVER heard from the manager as promised. They stated last call that a manager would call back and that they honored the contract by provided 60 cents per pound. If they want to throw around a contract then why were there only 3 men climbing all over my brand new home when it was very clear there were to be 4 men ( 2 outside and 2 inside).Desired Settlement: After the ridiculousness that my wife went through the day of the move (moving man sleeping on our floor) which placed it at 2 men moving not building over half the furniture. We have already wrote a full blown detail letter. We had to wait to have our BRAND NEW home wall repaired. We had to buy a new mattress topper and now have a useless home entertainment center that your 80.00 is NOT going to cover. We also had to pay over 1000 to have furniture cleared because that truck leaked on the way over. There were 14 bullets that our letter described in DETAIL the issues. Maybe if the contract was not broken and acutely 4 men showed up (4 that would work and not sleep on my floor) THIS WOULD HAVE NEVER HAPPEN. After paying the initial move of over 1400 several month of paying storage and the cost of the return move, I am requesting a FULL refund for the cost of the return move since the CONTRACT was violated.

Business

Response:

First and foremost let us apologize for any inconvenience that may have occurred as a result of your recent relocation. While the last box may have been delivered let us assure you we will not stop working until you are satisfied. Our records indicate that your items were picked and placed into storage on May 27th and delivered to your home on November 28th, 2015. As you mentioned a shelf and cross beam was missing upon initial deliver but the crossbeam was located the next day and returned to you. Our inventories were signed off without any exceptions of damages however you contacted us a couple days later notifying us differently. Claims forms were sent to your home and mailed back to us approximately 2 months later. The Verified Statement of Claim for Loss and Damaged Goods indicated 3 items that were damaged as well as some damages to the home. Our claims department quickly contacted a repair firm to fix the damages to the home and a second firm assigned to assess the damaged items. The firm that repaired the home provided us with a completion report that all items of concern were repaired. However, when the furniture repair company contacted you it was indicated that items were thrown away and not made available for inspection. The claims department then moved forward with completing the claim based on the valuation that was elected. It appears that you chose homeowners coverage for the items while they were in storage and the basic liability of $.60 per pound coverage for in transit damage. The desk was denied being that the item was made by pressed-wood or a knocked down material and was not covered by the policy. However the other two items an entertainment center and mattress topper were paid in full based upon this coverage despite any notations of damages being indicated at time of delivery. Upon further investigation into your file however we did notice that only 3 men were sent to deliver the items. Our office will be processing a refund in the amount of $250 for the 4th man that was not provided that day. Our records indicate that one of the staff members called our office and was ill that day not allowing him to be available for work. We apologize for any inconvenience. Again let us truly apologize for any inconvenience that may have occurred. We hope that you consider Don Farr Moving & Storage again in the future. The refund will be process and mailed in the next 7-14 days.

We had a horrible experience with Don Farr moving. The crew was plain awful, no care taken in packing, no boxes labeled, their demeanor was very poor for the most part. My work desk was disassembled and the failed to keep the brackets and connectors to reassemble. They simply trashed the house we were vacating, took no care to cover flooring, my area rug that was just cleaned was ruined, in my new house they knocked our the railing going upstairs, tore it out of the wall; moving items into my house they broke my front door seal. When loading my furniture very few items were wrapped or padded, they severely scratch my antique hutch. Finally, one of the workers broke off the legs on my brand new dryer. Plus this same guy complained all day about everything we wanted moved. A very terrible experience. The crew was untrained and simply awful.

Review: I contracted with Don Farr to move my household good from Cranberry Twp, PA to Salt Lake City, UT. The salesperson who came to my house and give an estimate stated one of the differences between Don Farr and other services was that all good would be loaded on the same truck and delivered by the same crew. When the truck and crew arrived on 5/14/16 the driver said he had no room on the truck and couldn't load anything. He was also not aware a motorcycle was to be shipped, even though it was listed on the paperwork, which I pointed out on his copy. After calling a dispatcher I was informed that everything could indeed be loaded on the truck and additional equipment would be sent. Approximately 30 minutes later I called again to address the attitude of the crew and the statement from the driver "I'm about to quit". I was told a supervisor was being dispatched. Two other crew members showed up with additional equipment and stated that everything expect the motorcycle would go and they would make arrangements for the motorcycle at a later date. I once again called the dispatcher and was told the supervisor was on his way and it would all be worked out then. When the supervisor finally showed up he made no attempt to speak with me and instead went directly to the truck and began rearranging the items already loaded on it. I had to ask that they stop working and explain to me what was happening. I was told they were arranging everything so my good could be loaded. The supervisor was extremely rude and would not listen to me, I had to ask twice for him to stop and listen and speak to me at which point he walked away saying "If I didn't want to listen to him...". I once again called the dispatcher and tried to get the situation resolved. I explained that I was told, and one of the reasons I selected Don Farr was that everything would go on the same truck and remain on the same truck until delivered. He explained that it was not possible and that they were the experts on moving and shipping and if I didn't want to listen to them he would send his crew away. He was extremely rude and talked over me several times. At this point I told him to cancel the order.Desired Settlement: Refund of all fees paid and reimbursement for additional costs associated with rescheduling delivery and higher cost from another shipper.

Business

Response:

We apologize for any confusion. Nick the supervisor spoke with the customer this morning and we believe we have resolved any of the confusion that occurred over the weekend. This relocation has been rescheduled for May 17th, 2016.We will be addressing all issues with the employees that were raised in this complaint.

Review: Contracted for moving services (Bill Lading # [redacted]) which were completed over a two day span 10/31/15-11/01/15.

I purchased an additional insurance policy via Don Farr Moving for additional protection beyond the $0.60 per pound covered under PA law.

My claim detailing my damages items was filed 11/14/2015 and I believe received by Don Farr on or about 11/17/2015.

Don Farr's adjuster (identified himself only as Steve) visited my residence to review the list of damaged items on 12/15/2015.

My numerous follow-up attempts with Sarah (Don Farr's insurance contact) to finalize this matter by reimbursing me for damages sustained or fix what has been damaged have resulted in no action on the part of Don Farr Moving. Their insurance 'flyer' indicates that it could take up to 120 days for resolution; we are beyond 120 days and their agent 'Steve' reviewed damages nearly 15 weeks ago. The fact that I have to continue to follow up and never receive call backs to a matter that is already 4 months old is pathetic. I treated their moving crew as I would have wanted to be treated: by buying them lunch, TIPPING THEM (their crews both days asked me for a tip at the end) additional monies when I even pitched in and moved many of my items to the curb for them to load into the truck to expedite the moving activity has apparently been long forgotten about. Jay Kenney (sales rep) hasn't bothered me to try and contact me to resolve the matter to my satisfaction.Desired Settlement: For those items listed in my Loss of Damaged Goods that cannot be repaired, I am seeking full reimbursement:

Laptop Stand $175

Craftsman Ball-Bearing Tool Chest ($720)

Kichler Landscape Path Light ($150)

Drywall Damage ($50; [redacted])

Metal Storage Cabinet ($294)

Staircase damage ($400; [redacted])

I have zero confidence that Don Farr's attempts to fix my damaged furnishings to my satisfaction. They have demonstrated that they are unwilling to resolve an unsatisfactory customer experience. The only thing they seem capable of doing expeditiously is charging your credit card the day of the move and the time of the additional insurance purchase, but can't live up to their obligation of the policy.

I have contacted a reliable furniture repair shop and want Don Farr Moving to accept their estimate(s) for the damages sustained to my wood furniture pieces which include the following.

Sleigh Bed (foot board; side rail)

Interior Door Frames ([redacted])

Bar (top)

Dining Table (scratched top)

An insurance fraud ( when an insurer knowingly denies some benefit that is due) is being purported here.

If this cannot be resolved and quickly, they will be hearing from my counsel.

Business

Response:

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 relocation occurred on 10/31-11/1, 2015. Your claim form was received on November 16th and an acknowledgement was sent to your home. It appears as the adjuster assigned [redacted] to come to your home and assess the damages and they scheduled an appointment on December 15th, 2016. After the inspection was performed our office received the information from them and was able to as the claim. It appears that after speaking with our claims adjuster on the 23rd she was able to complete your claim on March 25th. A settlement letter has been mailed to your residence of [redacted]. You should be receiving that within the next couple days. The claim settlement will address all of the items claimed as damaged as well as any property damaged that may have occurred.We apologize again for any convenience and hope this resolves the matter.

Consumer

Response:

I purchased a supplemental insurance policy above and beyond the $0.60 per pound and was told by the Don Farr salesman (Jay) that it would cover me in the event of damages above and beyond the state minimums. In every line item of claims being noted of Don Farr's 3/25/16 correspondence they state I did not notify anyone of their firm at the time of delivery which is completely untrue. Unfortunately, we are dealing with unprofessional firm that took 15+ weeks to do anything about this matter and it wasn't until me/the consumer filed a Revdex.com complaint that their 'attempt' of a settlement shows up. Delivery damages were noted on 10/31/15 and 11/1/15 to the crew, to the crew supervisor and I called and spoke with the home office of Don Farr. I am expecting to see the additional monies they owe me for the items disclosed on my Loss of Damaged Goods list:Bed: $50 (their estimate of $80 to repair is under what professional furniture repair firms have estimated) Laptop Stand: $50 (the stand costs $150 as indicated; not $100) Tool Chest: $50 (to repair the damages sustained)The Table and Bar top need require shop repair. Additional monies of $200 are needed here.

Business

Response:

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.

Consumer

Response:

After my experience with the Don Farr organization coupled with their [redacted] rep (Steve) who couldn't explain to me what he was going to do to complete a professional repair to my damaged items, why would anyone think their attention to my problem would be anything more than the outcome they have dealt me - non-responsiveness, unprofessionalism and a care-free approach to handling a customer matter that has gone unresolved. No one once attempted to contact me and speak with me about how they were going to make all of this right. Again - it wasn't until I filed a Revdex.com complaint that Don Farr makes a pathetic attempt to offer partial funds to take care of my damaged items.

I would not want them nor their furniture person Steve touching my property as they have proven they cannot act in a professional and expeditious manner and have asked them to reimburse me for the dollars stated in the complaint.

Review: June of 2015 don Farr packed and put into storage our belongings..the warehouse was to be climate controlled. At least according to Nick(owners son). December 18 our stuff was delivered..that's where the trouble started. Our leather chair,ottoman was moldy..on the side where the mold was the frame is cracked. An antique horse..has mold and stains all over the top and backside.I asked Nick many times if they knew how to take apart this massive Excersise equipment.H assured me they did..They didn't ! They cut the cable in June it fell all over the room. Hit my hot water tank ( which cost $100 ) to fix..plus the replacement cable was $425.00. The thick pads under the equipment we were missing 3 out of 15. They were $70 each. Stone table chunk taken out of top. Silk sofa grease on pillow. Dent the molding of my new house. Dents on top of my China,bedroom furniture. Strip pulled off mu tv.. All of our clothes were in wardrobe boxes. Only most of the cloths were in the bottom of the boxes all smelling like a nursing home. Golf wrought iron golf lamp bent in half ,marble base broken. Marble trash can broken. Took all of the lampshades shoved in 1 box . Creases on all shades.. Took all of my Christmas wrapping paper(really).

We did not buy extra insurance. However it was to be in climate control. It was wasn't.. Wouldn't be moldy if it were.

I was told to turn it into my insurance company. My deductible is 5000

This is just negligent. On there part. I was given a 900.00 check to cover everything. That doesn't cover a quarter of it..Desired Settlement: More in line to repair and replace things that are damaged

Business

Response:

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.

This company is a scam. They hire drug addicts and felons. They stole a diamond ring. I filed a police report and a complaint with company. I waited over 120 days and heard nothing back. They refuse to cover it. In the paragraphs of fine print they shove in your face in the mist of moving for you to sign states that they basically cover nothing!

Review: I was solicited by this company to quote me a cost to load, store and transport my household goods that I already had packed and stored in my garage. I indicated to the caller that I already had a tentative agreement with PODS and she assured me that their pricing would be very competitive. The scope of the job was transport from [redacted] Aug. 10th2015 to their storage facility for 2 months and delivery to [redacted]. Oct. 5th 2015. The Job number is 92656. The agreed upon price was for $2762.69 for transportation and storage of household goods. I called the company after receiving the quote and felt comfortable in what I was told. I then authorized a credit card deposit of $1300. After they arrived on Aug. 10 and transported everything to their storage facility I was notified 2 days later, by Jacob B[redacted] that the estimator Devin M[redacted] was incorrect and that the actual weight wasn't 2786 lbs. but 6260 lbs which took the price from $2762.69 to $4554.86 I questioned how the estimate could be that far off. I was told that that was the true weight and there was nothing they would do to reduce the price. Nothing was added to the items he based his quote on. The estimator who arrived to work up a quote found everything to be transported located in the first floor of my detached garage. He seemed quite knowledgeable and assured me that he would base his quote on what was there. He figured that it would be between 2000 to 3000 pounds and would base the bid on the higher poundage. They were holding my possessions hostage at their storage facility. I hoped that at the time of delivery I could again request a reduction in the bill. When I mentioned it to the driver he said the balance was still the same. I paid the balance of $3254.86. I then put the transaction in dispute hoping that they would contact me and reach a mutual agreement. I also am attempting to settle a separate loss claim for missing items. I feel that the company purposely underbid the job knowing full well they could jump the price up with me having little recourse after their taking possession of my goods.Desired Settlement: The difference between the agreed to contract price and the adjusted price from the mover is $1792.17. I am willing to pay half of this additional cost. $896.00

Business

Response:

First and foremost let us apologize that your move did not occur without mishap. Our records indicate that we did provide an estimate to relocate items from Burgettstown, PA to Melbourne, Florida. The pickup was to occur on August 10th, 2015 and delivery would then be scheduled for October 1st - 5th and was delivered on the 5th. Our representative met with you prior to the move in order to survey the items that would need to be relocated. At that time he observed a total of 56 items to be moved however it appears that 110 total items were shipped. Attached is a copy of the original survey vs actual inventory. The customer was then invoiced for the difference as the delivery was not to occur for 2 months. In the interest of goodwill our company did not charge anything additional for the warehouse handling. This charge should of been adjusted due to the additional items which would of totaled $800.65 however the original charge of $363 was applied saving the customer $417.65. On October 6th our records indicate that a charge back for $3364.86 a day after delivery. It states because a couple boxes may have been missing We explained to the credit card company that our inventories and bill of lading were signed that all items have been received however we will begin to trace the missing items and the customer will be able to file a claim with our office. After going back and forth with the credit card company and customer finally we received a written claim for the missing items on the 22nd of December over 2 months after the relocation was completed. However with the charge back looming this would be a problem with creating a settlement which was transmitted to the credit card company and customer. As of just within the last week we received another charge back in the amount of a $1009.00. We will not be disputing this amount in the interest of goodwill and should resolve the complaint in which the customer requested $896.00. At this point we consider this file closed. See attached Survey, Inventories, October 6th Charge Back, November Faxed Response to Charge back

Review: I hired Don Farr movers to move three large looms, comprised of many different packages, from Mt. Pleasant, Pennsylvania to my home in Boston. They picked up the shipment in early June, and requested to not deliver it to me until six weeks later, for their convenience. I agreed. After the shipment was delivered, I found that one large package, containing a very expensive piece of the loom, was missing. I immediately contacted Don Farr movers, in the hope that the package had been misplaced and was still in one of their storage facilities. I let them know from the outset that the package was worth more than $2600 (each loom costing more that $10,000), and that I was very hopeful the package could be easily found and delivered to me. I had more than a dozen conversations with them, over the course of the next few months, as they searched for the package, and then filed a claim when they couldn't find it. Once my claim was processed, I was issued a check for $36, and the explanation that this was the best they could do. My main two complaints are as follows: in all my conversations with their employees, no one ever mentioned there would be a problem with getting a full reimbursement/replacement, should that become necessary. Also, they never took responsibility for the fact that the package was lost while in their extended supervision. While they do give a disclaimer for objects that are damaged, nothing in their paperwork gives a disclaimer for objects that are lost or that they won't replace what was their responsibility to store safely.Desired Settlement: I would like a replacement of the loom part that was in the lost package, (as my loom cannot function without it) or a reimbursement for the value so that I can replace it myself. I sent Don Farr employees a copy of correspondence showing the cost of the missing item, so they could see the value of the loom piece.

Business

Response:

As standard procedures, we have performed a trace on the alleged missing packed by consumer box which deemed negative, the carrier had no knowledge as to what was packed. According to our file there were a total of (40) forty items shipped from (2) two pick up locations in Mt. Pleasant, PA as released by the consumer's agent with a final destination of Peabody, MA. The shipment was acknowledged at time of delivery as all items received by the consumer on the Bill of Lading and both pages of inventories. We were surprised as to the consumer's concerns as our customer survey as completed by the consumer expressed excellent service. The value of the shipment was released by the consumer at the carrier's limited liability of $.60 per pound per article. We have settled the claim at the limits of policy in the interest of goodwill although no substantiation was made.

Review: On May 01, 2015 Don Farr Moving & Storage delivered furniture to [redacted].

When I received the furniture I had two damage pieces. a TV Stand, and a Head Board to a bed.

Which I signed for damage.

Now when I enter into contact move I paid addition about for insurance in the amount of $15,000.00 with Zero Deductible.

I submit my claim for the damage furniture which was a total amount of $459.02.

I received a Check on 8/28/15 in the amount of $165.00, and another check in the amount of $60.00 on 11/13/15, after a appealing the original claim.

The Furniture was not even a year old.

I fear I paid the the addition insurance, I should receive the balance money owed me, which is $234.02Desired Settlement: To get a check in the amount of $234.02

Business

Response:

First and foremost let us apologize for the damages that may have occurred during you move. Typically our relocations are completed without any mishaps however when something does occur we definitely want to do our best to make sure our customers are satisfied. Our records indicate that you filed a claim for two items that were damaged , however the inventories only show one item being notated as damaged at time of delivery. The inventory also notated that the TV stand was notated as pressed wood which was indicated at the time of pickup. Unfortunately our industry does not provide coverage on these items since they are made of a knocked down or fragile material. In the interest of good we have investigated your claim once more and have attached the receipt/replacement items that you provided us with submitting your claim. The receipt for the TV stand which was $119.99. Also a similar/replacement headboard which shows a price of $153.99. Our records indicate we have mailed you $225 thus far and in the interest of goodwill we will send you a supplemental check $48.98 which would represent a complete reimbursement. This check will be mailed to you within the next 3-14 days. Again let us apologize for the damages occurred and we hope that this settlement shows a gesture of goodwill from Don Farr Moving & Storage.

Review: On 4/28/2014 we used Don Farr to move our household items into their storage facility until our move was complete in Arizona. On June 29th, 2014 Don Farr delivered our items to Arizona where we moved. Moving company arrived without our 2 flat screen TVs, without our dolly as well as 2 boxes of packed bathroom and cleaning items. Moving company damaged household items, and items were missing from inside a dresser drawer (2 wallets and a change purse). Both flate screen TV's Don Farr shipped via Fed-X which arrived broken. In early July We were told the claim with Fed-X would be processed within 2 weeks. As of today's date (September 3rd) we have not received any type of settlement for the claim we filed back on July 2, 2014. We are not getting any response to our recent calls or e-mails regarding our claim with Don Farr nor the claim they placed with Fed-X. NOTE: We purchased the optional insurance through Don Farr to cover damaged, lost or missing items prior to them taking possession of our belongings. Additionally, Don Farr delivered another customer's wardrobe box of clothing, shoes, etc. along with our shipment. WE immediately notified Don Farr that they had delivered someone else's personal property to our address so it could be returned to the rightful owner.We submitted our formal claim to Don Farr back on July 2nd and e-mailed numerous photographs of all the damaged items as required, and it has been 2 months with no results.Desired Settlement: Don Farr to cover the cost related to the damaged items, items which require cleaning that were badly soiled, repairs to fixable items, settlement for the missing/lost items as noted on the official claim form that was submitted back on July 2. CLAIM ID # [redacted] in the names of [redacted] and [redacted]

Business

Response:

The consumer had relocated from Monaca, PA into our storage facility on 4/30/14 with a final destination to Mesa, AZ which was delivered on 6/22/14. As a result of the consumer's two televisions being placed in our high value section of the warehouse, they had unfortunately were overlooked and were not loaded with the other household items for the final delivery into Arizona. We offered to the consumer the re-delivery of both televisions on our next shipment into Arizona or the option of FEDX, the consumer selected FEDX at our expense. The two televisions were shipped via FEDX on 6/24/14 in which both boxes containing the televisions arrived damaged. We had filed the claim direct with FEDX on 6/30/14 since we are the shipper and paid the shipping fee we must file the claim with FEDX. The consumer was in fact updated on a continuous basis via emails in which we have contained all emails in the claim file. A formal claim was received by the consumer on 7/14/14 and a written acknowledgement was mailed to the consumer on 7/18/14. We did in fact reimburse the consumer $50.00 for the ladder. The consumer is well aware that they have up to (9) nine months to file a claim and the carrier has up to (120) one hundred twenty days in which to settle from receipt of the written claim. We anticipate the settlement from FEDX shortly and upon receipt of the settlement via FEDX we will settle the entire claim direct with the consumer within our limitations.

Consumer

Response:

The little communication we had received earlier from Don Farr at the onset of this claim, they indicated settlement of the Fed-X claim was within 2 weeks time. (That did not happen)

They sent us a check to cover the missing dolly (not ladder) for $50, however, there was a disclaimer on the back of the check stating that if we endorsed and cashed the check that would represent final settlement of our claim. We told Lynne that we would not be endorsing or cashing the check and to include the claim for the missing dolly in the formal claim which includes all of our damages and missing items. We have damaged furniture, badly soiled furniture and bedding, a tear in 1 of our reclining sofas and have not had anyone contact us about taking care of those problems. The communication is lacking, our emails are not responded to, our phone calls are not returned. 2 months is an unreasonable time to be left hanging in the dark with no status or settlement of our claim.

Until our claim is settled, repairs are done, cleaning of soiled furniture is done, and the replacement value of our missing or broken items is received, we will not be in a position to close this claim.

Sincerely,

Business

Response:

We are in receipt of the settlement from FedX and will settle the consumers claim by 9/17/14 directly with the consumer.

Consumer

Response:

Don Farr has not followed through with settlement of this claim. We are also requesting the copy of the optional insurance policy which we purchased indicating the name of the insurance company, claim number, and adjuster's name. It has now been 3 months since our move with Don Farr without communication from them directly about finalizing this claim.

Business

Response:

According to our files this settlement was in fact mailed to the consumer with a detailed settlement letter and copy of the valuation certificate on 9/26/14.

Consumer

Response:

We did finally receive a settlement from Don Farr along with an explanation of the settlement after 3 months of exhausting efforts to remedy this claim. The settlement covered most (about 70%) of our damages but not all. We have decided at this point to chalk this whole nightmare up to a horrible experience, and we will never use or recommend Don Farr to anyone.

My advise to other customers who need a moving company to relocate their belongings is to do your homework and check out the numerous complaints this business has registered against it, and select a mover who has a good reputation and a good standing with the Revdex.com. We wish we had done more research before selecting his moving company. It would have saved us a lot of stress, frustration, and money lost to fully replace or repair all the damaged or missing personal property that Don Farr Moving is responsible for.

Review: Don Farr is a company that moved my household items from Pittsburgh, PA to State College, PA. Many items were damaged in the move, damage to house ( window and stair rail) boxes of glassed were smashed. Profanity was used when speaking to me during the move. Damages from adjuster were $1250 but Don Farr is only giving me $180 to fix all repairs.Desired Settlement: I wish to have the damages that were done to my furniture repaired. I was told at the beginning of my claim that ALL DAMAGES would be repaired to my satisfaction.

Business

Response:

First and foremost let us apologize that your move did notoccur without mishap and while your last piece of furniture may have beendelivered, we don’t consider your move completed until you are satisfied. Our records indicate that the office was contacted on June 3rd,2015 notifying us of damages shortly after your move on June 1st,2015. Our office mailed on June 4th, 2015, the verified statement ofloss or damaged goods forms as well as instructions on how to complete theforms and file them. On June 11th, 2015, we received the forms andon June 24th, 2015 an acknowledgment of receipt was mailed.When Ms. [redacted] decided to go with Don Farr Moving as herrelocation provider, she received a free in-home estimate from one of ourrelocation consultants. At that time, she received and explanation of valuationcoverage that was available for her move. She elected the basic valuation of$.60 per pound. Once our claims department received Ms.[redacted]’s claim formsa repair firm was contacted close to her home to provide us with an inspectionof the damaged furniture. The other purpose of this inspection was to see ifthe damage could be repaired within her elected coverage which wasunsuccessful. Based on the coverage she did elect, the claim was settled at$.60 per pound, per article based on the Joint Military/Industry Table ofWeights. At this point the claims department will be mailing asettlement check based on the items claimed as damaged. This check will bemailed today and should be received with-in the next week. Again we apologizethat your move did not occur without mishap.

Business

Response:

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.