Don Farr Moving & Storage Company

Review: I was notified that the cost of shipment was going to be many times the original quote. I understand that the cost was weight based, so I did not argue, and remained patient. I never saw any proof of weight differential that prompted this change in price, and the price difference was only quoted to me *after* pickup of my items.After pickup, I had to call multiple times to schedule a drop-off, which was finally scheduled for 7/20/13 at 8:00AM. With no additional notice, they did not show up until 8:00PM. I was patient and even assisted them in unloading the truck. An entire shipment of my furniture was missing. The drivers suspected it was at their warehouse but were unable to contact anyone there given the late hour. They assured me that the furniture would be on a truck to be delivered on 7/23/13. Meanwhile, I notified them of this via telephone, and did not receive a call back whatsoever. I had to follow up TWICE, only to have multiple representatives offer their apology; I was then given a date of 7/28/13, a date that I was going to be out of town. As of this writing, 7/30/13, I have received no further communication, and there is no plan to deliver my shipment.In addition to the obvious issue that not having furniture for a *month* has, there were items in that shipment that I needed in order to leave town for a business meeting. I made every attempt to prepare for this, given that the shipment was due in North Carolina on 7/20, a full week before I needed to leave town. Even the re-schedule date, 7/23, was within four days of me needing to leave.It took multiple calls to work out a solution of shipping my boxes via UPS from Don Farr moving. At 4:30PM on the day that I was supposed to leave town (I stayed in town late to await the UPS delivery), there was no sign of the boxes and no word from Don Farr regarding a tracking number. Because local stores closed at 6:00PM, I was forced to purchase new attire for the business meeting. They have now had my shipment TWENTY SIX days.Desired Settlement: Compensation for the move and compensation for the attire will be requested. Complaints filed with Pennsylvania Public Utility Commission as well as US Department of Transportation Federal Motor Carrier Safety Administration under the Safe, Accountable, Flexible, Efficient Transportation Equity Act

Business

Response:

We apologize Mr. [redacted] experience however we feel as we have and continue to make efforts to resolve the situation. Mr. [redacted] contracted for two moves; one picking up in Leetsdale, PA and a second pickup in Baltimore, MD. Typically this would have been handled as two separate moves(or delivered) since they are coming from two areas. The pickup in Maryland had very specific pickup instructions as has unavailable most days until the afternoon and had to be picked up originally by the 12th and then he switched that it needed to be picked by the 9th in which we accommodated by picking the items on July 4th.

The second pickup in Leetsdale was scheduled to pick-up on July 12th which also worked well for everyone. However Mr. [redacted] said he could not receive delivery until after the 16th, which delayed prompt delivery. We schedule to deliver the items on the 20th and this was confirmed before the truck left on the 16th with the customer, so he was in communication with our office through the whole process. We do not guarantee times for delivery as the drivers travel many miles to meet the deliveries and in this case the trip was always scheduled to deliver in the afternoon as the men were coming from Atlanta, GA. When the men arrived on the 20th at that time they noticed that the items that were picked in Baltimore, MD were not on the truck. The driver explained to Mr. [redacted] that because it was the weekend they would have the office contact him on Monday the 22nd. AT NO TIME DID THE DRIVER OFFER A DELIVERY OF THE 23rd AS HE WOULD HAVE NOT KNOW THE SCHEDULE OF OTHER DELIVERIES.

On the 22nd dispatch apologized for the error and informed Mr. [redacted] that the items could be delivered with-in the week, however he indicated that he would not be around to receive the items and needed the boxes for a trip he was taking. When we entered in an agreement of our services no delivery dates were promised however in the interest of goodwill and to help resolve the problem we then decided to send all 9 boxes VIA UPS to his house. We offered to overnight the boxes but he said we would be around all day Friday and did not mind when they would arrive as long as they came on Friday(This is state in an email with our company). Our company took the expense of $330.22 to expedite the boxes to Mr. [redacted] for delivery by 5 PM Friday. The tracking numbers were emailed to Mr. [redacted]. Mr. [redacted] states that he did not receive the boxes by 6 PM however we have checked delivery confirmation and tracking on the UPS website that it was delivered at 4:48 PM which was well within the information provided to Mr. [redacted]. He would have seen these before 6 PM and know that the clothes purchased were not needed.

Finally with the remainder of the items we agreed to again hold them at our warehouse until Mr. [redacted] was back from his trip at no additional expense because he would not be available to receive them. We are now scheduled to deliver on the afternoon of Aug 2nd and the driver will be in touch with him 24 hours in advance once he is closer to the destination.

In summary we apologize for the items not being delivered at the same time but with a move coming from multiple states we have still delivered the items in a timely manner and have even taken the additional expense to pick and deliver the items to Mr [redacted] around a schedule convenient to him. We have taken additional expense to expedite certain items to him and have not charged anything additional to complete this move based on his schedule conflicts. This move has and will be completed as contracted and the only reason the move is still not completed in its entirety is due to Mr. [redacted]s request.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

First, my complaint only refers to timely delivery of shipment. While scheduling of pickup in Baltimore was not optimal, the true nature of this inquiry involves:

1) The length of time the shipment has been in their possession,

2) The fact that the loading of the shipment on to the truck was overlooked,

3) The lack of communication on their part, and

4) The absence of any plan whatsoever at this point to deliver the load. (Revdex.com reply states August 2 – This is the first I have heard a date, or any plan from that matter. They have not checked to see if I am available to receive the shipment on that day, nor have they given me any opportunity to find a surrogate to remain at the home to receive the shipment in my absence. Furthermore, communicating a delivery plan solely through a Revdex.com response to a complaint is clearly inappropriate.) To be fair, a representative from Don Farr Moving did leave a voicemail at 11:11AM, more than an hour after I found out delivery plans via the Revdex.com response.

I find it hard to believe that blaming my unavailability when I was clearly available to receive first shipment on the date that both shipments were scheduled to be delivered. Also, planned absence from town a full week after scheduled delivery is not out of the question and should play no part in the responsibility of the moving company to deliver shipment.

Further, it may be true (and I am not necessarily questioning) that the driver may not be privy to future schedule. However, this driver (who was extremely professional) did know that he was already scheduled to deliver another load to the area on the 23rd and implied that my items would be included. I had no reason to question this because, as the consumer, I would not know the protocol by which a driver acquires his or her schedule.

Per the response from Don Farr, I was contacted on the 22nd by Don Farr to schedule another delivery date. No such phone call or email from Don Farr Moving took place. Additionally, there was no tracking number provided as also suggested by the response from Don Farr. The tracking number may have been provided to Transit Systems Inc., however, it was never provided to me, leaving me in serious doubt at 4:30PM that my shipment was actually in route let alone going to be delivered. While I appreciate the gesture of good will by shipping UPS, (which only happened after pressure from Transit Systems, Inc.), without the tracking number and no delivery shortly before local store closing, provisional plans needed to be implemented to ensure preparedness for the business trip.

Perhaps most importantly, there is nothing that absolves Don Farr from the fact that they neglected to put my entire load on the truck, and that none of the above would be an issue whatsoever if this oversight had not been made or even if plans were immediately implemented to resolve the issue.

As much as I sincerely appreciate the apology, I find it disturbing that the suggestion of my unavailability is being made. Not only was I available on the date of scheduled delivery, but I was also available for the entirety of the week afterwards. Not only was no attempt made to deliver the shipment, but no attempt was even made to schedule such a delivery.

Notably, Transit Systems Inc. has been extremely responsive to my concerns and is helping to resolve this issue.

Review: August 16, 2015

To whom it may concern,

On June 1, 2015 I met with Mr. Jim K[redacted] from Don Farr Moving and Storage. Jim was very nice and professional during out walkthrough. He gave us a reasonable estimate on what the cost would be for our move. He explained how the men would shrink wrap our furniture to prevent scratches/damages and the job would consist of four movers. I signed the agreement stating there would be no additional charge for shrink wrapping our items. The estimate was for 1,750-2,100 or 175.00 per hour.

June 19, 2015 was our moving date. Five men arrived with one [redacted] truck and a minivan. These movers arrived looking very unprofessional. None of them had identification on their person stating they were form Don Farr. Had it not been for the agreement I had to sign, I wouldn’t have known who they were. They were beyond disheveled looking. It looked as if they rolled out of bed in clothes they had worn for days. The one young man’s eyes were so blood shot that he kept asking me for eye drops. His speech was so slurred I had to ask him repeat himself often. Their language was offensive and their conversations were wildly inappropriate. I would have fired them on the spot but we were stuck at this point as we were closing on both houses that afternoon.

Once inside I walked around to each room showing them what had to be done. We explained in great detail that our dining room set was the most expensive piece of furniture we own and we want extra care taken when moving it. We were often told by these men “it’s good” when we explained how items should be handled. While they were working we were cleaning and loading fragile items in our cars.

Upon arrival at our new home, we were left to sit outside while the other moving company was finishing up. Our guys decided to take a lunch break and sat outside in the grass while waiting or in the van. Once of the men notice the [redacted] moving van and started shouting “ [redacted]…you suck… [redacted] them guys”. I was so embarrassed by what was happening but I was also nervous to say anything. I didn’t want them to get mad and deliberately ruin my furniture. We tried to be as cordial as possible because it was such a stressful day to begin with.

The movers then started unloading items in our house and were instructed to place all boxes in the center of the rooms and furniture in the rooms but not against the walls. We had painters finishing up in some of the bedrooms. All boxes were labeled by colored coded and clearly marked in large font which rooms they were to be placed in. The only furniture that was placed into the right rooms were the dining room and the master bedroom furniture. All other boxes and furniture was just thrown wherever they dropped it. We had to call friends and relatives over to help us move boxes and furniture around the next day. Isn’t this what we paid Don Farr for?????

The worst part of this horrendous move was when I noticed my dining bureau later that night. It looked as if someone took a knife and carved deep scratches on it. The movers tried to cover it up by placing the curio cabinet at an angle to cover the damages. The master bed was never put together because when the movers took it apart, they broke screws off in the bed that can’t be removed. Not to mention some of the parts were missing. Don Farr sent some men out to our home on July 7th to see if they could assemble the bed, but they were unable due to the nature of how it was taken apart. My mattress and box springs are still on the floor of my bedroom because I have no bed frame. In addition, we also had an entertainment center that was damaged. We didn’t include that in the claim as it was inexpensive furniture and we felt a repair wouldn’t be necessary.

The claim process for the company is listed online and we activated it right away. Sara Phares is the contact person for the claims department. I called and spoke with her about the move several times. I was patiently waiting through this claims process so every week I called to see the status of my claim. Understanding that Sara has a tough job as she deals with upset customers, I was polite in my interactions with her. I didn’t even voice my frustration over her not returning phone calls or most of my emails. On July 13th, Sara explained that I would be receiving a claim number by postcard in the mail sometime that week. After several days and no postcard, I called Sara again and she informed me that she had “54 claims out and I wasn’t a priority”. Sleeping on mattresses on my floor wasn’t a concern for her because she has “customers with missing furniture and some with no couches”. I of course questioned how a company could be run with such incompetence and she agreed. She later said two of our “crew” had been fired since our move. She also went on about other crew members who have been fired for inappropriate behavior on the job. That didn’t make me feel any better. She said “these things happen and you should have known that”. When I voiced more concerns her scripted response over and over again was “I’m sorry you feel that way”. I asked to speak with her boss and she said she didn’t have one. After the run around she said I need to ask for Dave F (no last name). I was transferred to a bogus voice mail and left message but no calls were returned from David F.

On July 30th I still hadn’t received a postcard and phone calls to Sara were again not being returned. I called and asked to speak with someone who could help. The woman who answered told me my claim had been settled. What??? Settled??? I didn’t even know what that means? According to their website once I receive the post card with my claim number, someone would contact me to arrange a visit to inspect the furniture. The incredibly rude woman on the phone was getting so upset with me because I was questioning how I could get a check for damages without anyone looking at my furniture. All they had to go on was the pictures I sent form my phone. She told me I would be getting a check in the next few days and if I didn’t like it I could refute the claim. I couldn’t believe they would write a check for damages they didn’t even see. Once again days go by and no check has arrived. I called Sara and she said I would be getting it soon and I “needed to just wait”. I went through my same line of questions about how this process and she said “my manager didn’t agree with me and said to just settle you”. She said they assess the damages to be .60 per pound. I was told to estimate the total pound of my furniture on my initial claim. Since I’m not in the furniture or moving business and do not work at an amusement park, how was I supposed to guess the weight of the furniture?? Someone from their company should come out and weigh the pieces before a check is issued.

On August 7th I finally received a check for 114.00. I have done some research on how much I can expect to pay to get my furniture refinished and its well over 114.00. Not to mention the cost of a new bed. I will be taking legal action against the Don Farr for damages received during the move to my bed and dining bureau.Desired Settlement: I would like the dining set to be repaired by a reputable service of my choosing and paid in full by the company and a reimbursement for the bed the movers destroyed.

Business

Response:

First and foremost let us apologize for the experience that occurred with your recent relocation. While most of our moves occur without complication, but when we do please understand that even though the last piece of furniture has been delivered we do not consider your move completed until you are satisfied. We have researched the estimate that was provided to you on June 1st, 2015 at your home and the relocation that occurred on June 19th. It appears that we did provide you an estimate for 4 men for 10 -12 hours to relocation your home. Its appears though that our local dispatcher sent an additional man at no charge and the crew was able to complete the move in 6 hours. We apologize for the way the men behaved that day, and we definitely do not condone that behavior. Thank you for the comments good or bad as it allows to take corrective action with our employees and prevent this from occurring again. We will definitely be using your comments to help remind our staff of appropriate behavior and the making sure the focus is on customer satisfaction. While researching your claim for the two damaged items(china hutch and bed) our records indicate that our claims department sent a crew in order to try to fix the items that were damaged and this came up unsuccessful. The records also indicate that no additional valuation was purchased for your relocation and you were simply provided the $.60 per pound coverage at no additional charge. Our records also indicate that a settlement check and letter of explanation was created and mailed on July 31st, 2015 based on the limited liability coverage that was elected. At this point in the interest of good will our claims department will be contacting a furniture repair company in your area to schedule an appointment to see the damaged bed and china hutch. They will be in direct contact with you and will be able to schedule an appointment to meet with you at a time and date that is convenient for you. We apologize again for everything that may have occurred during your relocation and hope that this will help bring some satisfaction.

Business

Response:

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.

Consumer

Response:

Review: Furniture and walls and doors were damaged during storage and move. I paid for insurance. I have tried repeatedly to resolve the issue. Phone messages and emails are not returned. When I do get someone on the phone they say they will get back to me and they never do. They moved us on July 3.Desired Settlement: Someone from Don Farr needs to review the photos and claim form I submitted and repair or replace the damaged furniture and repair and paint the walls and doors.

Business

Response:

First and foremost let us apologize that your move did not occur with out mishap and while the last piece of furniture may be delivered we don't consider your move completed until you are satisfied. Our records indicate that you contacted our office on July 5th notifying us of damages shortly after your move on July 3rd. Our office mailed to your house on July 6th the verified statement for loss or damaged goods forms as well as instructions on how to complete the forms and file them. On July 15h we received an email copy of the forms however we have not received the originals yet in the mail as instructed in the claims packet. The forms are a one time filing so it is important that we receive the originals with a live signature so we can then process the claim and assign an adjuster. The claims department will also at that time be able to assign someone to come to your home to take a look at the damaged items. In the interest of goodwill our office will expedite this process and refer a firm to contact you to schedule a visit but in the meantime we ask that you please return the claim forms to our office. We apologize that damages may have occurred during your move but let us assure you that your claim once received will be handled in an expedited manner.

Review: We hired Don Farr to move our furniture to a new home. They were negligent in regards to protecting our furniture. There are scratches and gouges on almost every piece of furniture moved. They wrapped the wood furniture with plastic wrap without a protective layer on the wood and it removed the finish. They did not provide mattress bags as promised and mattresses got dirty. They did not wrap a couch correctly resulting in the cushions falling on the sidewalk. They did not explain or offer insurance. They are not returning our calls.Desired Settlement: We would like repair or replacement for the furniture damaged.

Business

Response:

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.

Review: Lost part of my shipment. Didn't deliver on time. Mixed my shipment in with other deliveries. Absolutely no sense of urgency to help. Doesn't return phone calls. Still missing items (family heirlooms). Need I say more?

Here are the details. I requested this shipment through [redacted]. They apparently contracted out to this company. The scheduler took my payment, and then left for maternity leave the following day. No heads up given there. I was told that this was white glove service, and not to pack anything. It was not. I needed the shipment by May 4th.

After they picked up the shipment (we had 24 hours notice if they were to get it there on time), I was notified by another person that the shipment would be late due to driver issues and truck issues. Now we were looking mid-week the following week. Finally, I get a call from the driver about May 6th. He can deliver the following day. Of course, that was an over-promise. He realized other shippers' items were in front of mine and couldn't get them off in time. Finally, I get the shipment May 9th. Missing two Persian rugs, and a box.

One rug was located before they left. The other was not. It was mixed in with another shipment and had to go all the way back from Portland to Pennsylvania. Still missing a box. I was told by [redacted] that they would Fed Ex the rug to me. No follow up, nothing. This was last week. Apparently, though, due to the cost, management cancelled that. No call, no follow up. It is supposed to finally make it in June.

Lastly, when you call them, they rarely return calls, they don't tell you when you are speaking with the wrong person (first talking to [redacted], then [redacted], then was told to call [redacted] after a week), and your lost items? Those are an inconvenience. They won't email you a claims form. Absolutely zero proactive communication here.Desired Settlement: What I would like mostly, are my lost items. Secondly, I would like a refund. Thirdly, in the event they truly do not locate my items, I would like the claim to be handled VERY efficiently. Fourth, the purpose of this shipment was because our home was on a home tour. We had to spend approximately $750 for items that were missing (i.e. antique lampshades, other rugs, etc) because we did not have these items.

Business

Response:

First and foremost we would like to apologize that your move was not completed without any mishap and while we have delivered almost all of your items let us assure you the file is definitely not closed on our end. We will continue to work in hopes of making you satisfied with your relocation. Our records did indicate you worked with [redacted] to set up your move and [redacted] would of been your dispatcher. While [redacted] did leave for maternity leave our records indicated that she attempted to make all of her customers aware. However a company is not made of one person and as a team you can rest assure we will work to help satisfy any of your concerns. Our records indicate that [redacted] did reach out to you before the end of April to confirm delivery and expressed concerns that your shipment would not be to Portland, Oregon before May 4th however we offered you a $100 discount and you let [redacted] know that this was okay. The day the delivery crew arrived the driver made a point to check off the items with you assuring everything was delivered. At first you were concerned that 2 rugs were missing but he did find the one in the truck. You contacted our office to let us know however that one rug was missing and additional box. Our dispatcher contacted the driver and quickly located the other rug as it was still on the truck, and they even attempted to Fed Ex the rug however due to the size and it not being packaged in a box we have made arrangements to deliver the rug ourselves to Oregon and it will arriving this week. As far as the missing box our records indicated that at first you believed the boxed contained $25,000 worth of items in which you explained to Sara it contained pieces of a table. However another record indicates that later the box you said contained china/ waterford crystal. We have been contacting every customer that would have been on the trailer to if it was accidentally delivered to them, however please provide us with an accurate description of the items in the box to help with our search. Typically we do have success in locating lost items and in this case we did not pack the box so we are unaware of its contents. In the meantime based on conversations you have had with our office the claim forms have been mailed to you. Once they are received back we will open a claim with the insurance company. This will help us in providing additional tracing measures to help locate the box and give us a full understanding of what is exactly missing. We apologize we were unable to Email the claim forms but due the rules and regulations that govern our industry a live signature is required on the duplicate form. However we can promise you that the claim will be handled in an expeditious manner once received. Our office will be in touch once we receive the claim forms or if the item is located. Again we apologize for any inconvenience.

Review: THE FOLLOWING LETTER HAS BEEN SENT TO DON FARR MOVING AND STORAGE. THERE HAS BEEN NO ATTEMPT AT SETTLEMENT. September 4, 2014 [redacted]

Dear Don Farr Moving & Storage:

We are in receipt of your latest Past Due bill of 1,956.68, dated August 19, 2014. Please understand that we have no intention of paying this bill and we will be notifying our credit agencies of the circumstances surrounding our non-payment, should you send this bill to collections. With the unconscionable damage and inconvenience we have suffered due to your companys negligence, it is an outrage that you should even be asking for payment of the balance of our moving and storage with you.From April 2012 until May 2014 our household goods were in your care. We paid for the move from State College into your storage and unfailingly paid $240 per month for storage, the latter amounting to a total exceeding $5,700. In May 2014 your company moved our goods from your storage facility to our new home at the above address. Your movers informed us that upon removing our goods from your storage facility, they found significant damage that only came to our attention as they moved the goods into our new home. This damage had gone ignored and unreported to us during the two years our goods were in your possession. After going through the weeks-long process of having the damage assessed by our insurance company (your insurance company refused to address our case), the damage has been estimated to be over $12,000. The damaged goods have been sent out for repair. Since we moved in, neither of our bed frames have been functional, and they are still under repair as of this writing. We are sleeping on mattress and box springs. Other furniture and valuable art are currently being repaired, and some items are beyond repair. We have been living without these possessions for over four months, and we dont expect them back for at least another month. Everyone who has inspected the damage and this includes the insurance company, the restoration company, and your own movers -- suspect that much of this damage and loss was intentionally done by the crew that moved us from State College to your facility. This is, of course, unverifiable, but that seems to be the consensus, given the kinds of destruction that was perpetrated.If it hasnt already, your insurance company should be hearing from ours to arrange reimbursement for the costs of repair and replacement, including our deductible. Under the above circumstances, we insist that you remove all outstanding charges and revise our balance to ZERO.Desired Settlement: Reduce BILL BALANCE AND ALL LATE FEES to ZERO.

Business

Response:

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.

Review: I contracted Don Farr to move my home belongings to our new home in Florida. I paid 3600.00 to move my furniture with care. They clearly don't care about the customer, My brand new Bassett table and chairs are damaged with chunks taken out of every piece. Also a brand new smart TV that cost 1300.00 is busted and the screen is black. Items missing from load which I paid for by weight only not to receive items. I contacted them to make a claim and after a month they sent me a check for a 138.00 to cover all the damages saying I should of bought more insurance. I would think by paying the fee for movers of 3600 would constitute careful loading and delivering all product. I asked for them to cover only the new TV and repairs to the table, the repairs to the table cost me 250.00 and to replace the TV 1275.00. They Really did not fulfil there promise of delivering all product and damage free. I am asking for 1275 to cover the TV and I will accept the 138.00 they sent me to cover table and chairs.Desired Settlement: I am asking for 1275.00 to cover the smart tv they damaged. It was brand new and was clearly thrown about while loading

Business

Response:

Consumer called on 6/24/14 regarding an estimate for relocating her household goods from Dunbar, PA to Clermont, FL whereas an Order for Service with all pertinent information was emailed to her that same day which clearly provided options for valuation to either purchase additional valuation or release at the limited carriers liability of $.60 per pound per article. The consumer booked the relocation to take place on July 7, 2014. All interstate moves (moves that are performed out of the state) are required a detailed inventory reflecting the condition of each item that the carrier takes in their possession which is signed by the consumer at time of loading and again signed at time of delivery. The consumer filed a written claim as received by the carrier on July 28, 2014 and a settlement based on her elected released valuation of $.60 per pound per article was settled and a check was mailed to the consumer on August 14, 2014. This claim was settled in the interest of goodwill and not as an admission of any guilt. The television was not physically seen by the carrier as the consumer packed this television, in the absence of any notations of the box actually being damaged, shown to the mover and noted at delivery, this item should have been completely denied, however, again, the carrier paid at the limited liability. There was no way of the carrier knowing the condition of this item as it was packed prior to the carrier taking possession. The table top was also a packed by owner item as when the carrier took possession of this item it was covered by the consumer and the carrier had no way of determining if there were any preexisting damage and no notations of any damages were made by the consumer at time of delivery. Our files reflect that all items tendered to the carrier were in fact received in good condition other than noted and nothing was noted as damaged. Regardless, the carrier paid this claim based on the $.60 per pound per article and remains closed. We recommend that the consumer contact their home owners insurance as while the consumer elected not to purchase additional coverage with Don Farr the consumer very well may already be covered by their own policy.

Review: The company moved our furniture and caused damages to several pieces. They agreed to pay to have some of the damages repaired but not to our satisfaction. After several discussions they told us they would only pay for repairs. Only problem is that they have never paid. I continue to call and be placed on hold for long periods of time. When I do make contact with the claims manager she tells me she will check into this case. She never does call back and we continue to have to call back. We have letter documentation that states they will pay. Desired Settlement: Pay amount of $768.40

Business

Response:

According to our relocation system, the consumer relocated November 5, 2004 from North Hills, Pennsylvania to Sewickley, PA. Unfortunately, our claims department system does not go back (10) ten years. We have requested from the consumer on February 20, 2014 via email to please provide to us any and all documentation in order for us to review.

Consumer

Response:

Per the request of the busienss I submitiited the necessary documenatation on Februaury 21st 2014 I have not heard back as to any other request.

Business

Response:

Our records indicate that (2) two checks were sent in the year 2005 under check numbers [redacted] & [redacted]. We have attempted to contact the bank to verify if the checks were cashed and unfortunately, they are unable to retreive this information due to the length of time. Unfortunately we must rely on our records and are unable to reopen this claim nor re-issue new checks. Should we have been notified in a timely fashion from the consurmer of any discrepencies we could have the opportunity to investigate, however, after (9) nine years establishments are not required to maintain these records. While we understand these checks may not have appeared to be deposited they may have simply been cashed.

Consumer

Response:

This is unacceptable. I have tried for years to get this company to respond to my request and they have lacked in their response till now. If this is not settled with payment then I will be forced to post reviews that will not make this business look very attractive to others.

Regards,

Business

Response:

We appreciate the consumer advising of locating both of the misplaced checks initally mailed in 2005. Although checks of this age issued of over (9) nine years ago would not be honored by any financial institution, we will in the interst of goodwill re-issue one check in the total amount of $770.40 to replace both checks of $561.75 (Check#[redacted] dated 5/6/05 & $208.65 Check #[redacted] dated 5/20/05) Upon receipt of both of the original checks to our office, we will mail replacement check direct to consumer. We are glad to bring this matter to a amicable resolution and look forward to the removal of this complaint and any and all negative reporting.

Consumer

Response:

I actually accept the offer and very much appreciate it. I just want to know if I can personally drop off the checks and at the same time pick up the new one. I dont want to risk them getting lost again.

Regards,

Business

Response:

We strongly agree with the consumer that in order to avoid yet another misplacing of the settlement check by the consumer which were issued May 2005, we require that the consumer contact [redacted] at ###-###-#### or via email at [redacted] in order to arrange a time and date to exchange both of the consumers checks that the consumer has in his possession - #[redacted] ($561.75) and #0[redacted] ($208.65) for a total of $770.40. Attached to this response please find a copy of one replacement check #52127 for the total of $770.40.

Review: Don Farr Moving company moved me from their storage into a home Nov. 30, 2013. The movers were very unprofessional and caused unnecessary damage. I reported it that day and to this date it has not been resolved. A mover was suspended for his actions so the company was aware of the mistreatment. I did complete their claim form which was submitted within 90 days. I was not contacted and had to reach out to get someone to come out and assess the damage. Someone was scheduled to come the first week of April but simply did not show up. I contacted the company and had to reschedule. The assessment of damage was completed (I believe it was April 9th). In spite of contacting the claims department via voicemail and email, I got no response. On May 9th I contacted the company again and was able to speak with the same representative I did on 11/30/13. He himself was in disbelief this was still unresolved as he had been helpful to me in the past. SO, almost 6 months later, Don Farr moving company has provided poor customer service to me inspite of my thousands of dollars spent on three moves and storage over an 8 month period. Prior to the 11/30 move and poor handling of this claim, I had received good service. I am not sure where the breakdown lies but it has been on multiple levels.Desired Settlement: I would like to be compensated for damages done to my property - house and furnishings. I feel the company acknowledged their wrong doing with sufficient grounds to suspend their employee. I have been unable to get the claims department or owner to respond to my messages.

Business

Response:

Attached please find copies of documentation and settlement which were mailed to the consumer today. As the consumer was in compliance within the filing requirements of the claim which is to be filed in writing within 90 days of delivery. The written claim was received by the carrier on the 88th day which was 2/27/2014. The carrier is and was also in compliance as the carrier has 120 days from receipt of the claim in order to deny, settle or make a firm compromise. Thank you for allowing the opportunity to respond.

Review: I will never use this company again. They arrived an hour after they said they would and a lot of items went missing. Including a laptop, which led to me having to file a police report. Filed a complaint with the company as well, but I have yet to be reimbursed for my lost and damaged items. Moving out was stressful enough, and this company has made the ordeal an even bigger issue.Desired Settlement: I would like the original laptop to be returned back to me, but I hope to at least get my money back to replace it.

Business

Response:

Review: Following our move in June of 2015, severe damage was caused to multiple furniture pieces and others Never arrived. Insurance claim was filed and what was returned to us (this week - seven and a half months after claim was filed) was not the correct claim amount or items. There is no communication with this company. Repeated attempts to contact are limited to phone messages which are not returned. We have contacted them in June 2014, December 2014, March 2015, April 2015, May 2015, June 2015 and July 2015.Desired Settlement: We must receive a call by the individual who can actionably rectify the situation immediately. This has stretched on for months. There is no customer service with this company.

Business

Response:

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.

Review: Donn Farr moved our belonging on 11/26/13. We purchased Full Replacement Valuation insurance with zero deductible. The movers were very hard working but unfortunately they dropped a very expensive and large wooden bar when one of them slipped on the way out of the front door. The bar was destroyed. We immediately filed a claim. Since that time the company has refused to return any phone call and it is impossible to speak to someone about the claim. The total damage is in excess of $2,500. Buried in the paperwork of the company is a line that gives them four months to even respond to an inquiry! We have been waiting since November and they do nothing. Anyone who wants to deal with a reputable moving company should avoid this provider. They have no intention of standing by their service or dealing with the damage that sometimes occurs during a move.Desired Settlement: We simply require payment of the replacement value of our furniture with zero deductible. This was the coverage we purchased and this is what we expect to receive.

Business

Response:

The relocation took place on 11/26/2013 from Gibsonia, PA to Pittsburgh, PA with two extra delveries to Gibsonia, PA and Forest Hills, PA. The released value placed on this relocation as endorsed by the shipper is $.60 per pound per ariticle. Claims of local or within 40 miles are subjected to be filed within (90) ninty calender days of the date of delivery and the carrier does in fact have 120 days from receipt of the claim to pay, decline or make a compromised settlement within the limits of the policy, the claim form was postmarked as received 12/4/2013. This information is included with the claim form which was forwarded initally to our customer. According to our file, we believe the consumer you may be referring to is named [redacted]. The consumer in which the complaint was filed is not our customer nor on our contracts, therefore, request that this complaint be removed. Ms. [redacted]'s claim was in fact settled direct and will be receiving it shortly.

Consumer

Response:

As Don Farr knows, [redacted] and I organized the move with their employee [redacted]. I paid for the move etc. They have not responded To multiple calls. If they had we would have reminded them of the email from [redacted] prior to the move. It states: As per [redacted]’s request, I added Full Replacement Valuation with $0 deductible to the Forest Hills to Gibsonia move. Their offer ignores that we purchased a higher coverage and replacement valuation.

Business

Response:

In order for us to re-open the claim and investigate further we ask that you please submit a letter of rebuttal with any documentation you have to [redacted]. At this point the claim is considered closed as stated in the settlement letter you have already received but if you submit additional documentation to our claims department they can reopen the claim and investigate matter further. Any additional documentation or evidence you can provide will be considered and would help our claims department with a decision in this matter.

.

We apologize but all claims must be handled in writing but once the letter of rebuttal is received the claim will be processed with priority as we have upgraded that status of your claim.

We hope to come to an amicable resolution with you and e apologize again that your move did not occur without mishap and any delay that has occurred as a result of this process.

Consumer

Response:

First, Don Farr have yet to make any offer to appropriately address this issue. Second, as Don Farr is well aware we have already responded to them in writing and by email in regard to their purposefully misleading attempts to respond to this claim. A copy of that letter is attached. Any review of our complaint and the 36 other complaints on this site serves to demonstrate that Don Farr does not deal with complaints in a customer-centric way and they are not a company that can be trusted if something goes wrong.

Business

Response:

Thank you for the additonal information. We have assigned our firm being [redacted] Furniture Service/[redacted] to inspect and provide an estimate of repair to include photographs on the claimed bar. Copy of the request for inspection was in fact mailed to the consumer today whereas [redacted] furniture will contact the consumer direct in order to schedule an appointment that is convenient for the consumer. In ther interim, we request receipts from the consumer of the purchase of the item in claim. Thank you for allowing us the opportunity to respond.

Consumer

Response:

The company finally (after six months of increasing pressure) has responded by sending someone to look at the damage to the furniture. They have not yet agreed to full replacement value payment. Amazingly, the company still has not called us to explain the process moving forward or what happens once a value has been agreed to. We will continue to pursue our rights and we continue to categorically reject the company's "response" because they have yet to make any kind of acceptable offer. This is a company that does not belong in business.

Business

Response:

This correspondence is to serve as our response to your rebuttal to our

Review: Don Farr moving moved our belongings to our new house in March 2014.They broke a piece of glass in our cabinet and promised to replace it. They have not replaced it even after I filed a claim. The mover in charge also requested a personal check made to him personally for $40 for the plastic they put down on the carpet. The extra cost was never discussed. When I called and spoke to the GM, he was more concerned about having an "uncomfortable" conversation with his employee than returning my $40. I filed a claim and was never notified if I was receiving anything not. There are too many moving companies to use, and I do not recommend Don Farr Moving .Desired Settlement: I would like the piece of glass replaced as promised and I would like a check for $40.

Business

Response:

On the day of the consumer's relocation the plastic protection which is an option for the shipper to purchase, the roll in which was available was not enough for the consumers needs, this particular mover purchases and carries his own personal rolls of protection, in turn, he had collected the $40.00 direct from the consumer. In the interest of goodwill we will reimburse the $40.00 to the consumer although he did receive the protection and was rightfully charged. We will also settled the claim for the $30.00 for plastic green table top as claimed. As far as the piece of glass, we have had this piece of glass custom cut and have advised our dispatcher to contact the consumer direct in order to arrange the delivery for this piece of glass. A check will be mailed this Friday 8/22/14 in the amount of $70.00 for the two items as mentioned above. This will now resolve the claim.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I want to be clear on two issues. The extra plastic was never discussed as being an extra charge and the GM agreed thatthe $40 check should have been made payable to Don Farr moving , not the driver. I never received a call regarding the piece of glass. I would like the glass delivered this week to my house. If I do not receive the piece of glass by Monday August 25th, I will file another complaint with the Revdex.com. Thank you. I will be waiting for the check and glass.

Review: We have had several issues with Don Farr. First off, the estimate of packing and time were grossly underestimated. We informed them numerous times of the size of the house and the amount of furniture we own. They never ever bothered to have a detailed discussion with us to understand the amount of items that needed to move. They told us that it would take two days total, one day to pack and one day to move. They took a total of 3 1/2 days with only two men. We were severely inconvenienced and had to pay for any extra day for no reason. We tried numerous times calling them, emailing them and besides one initial phone call that they would "get back to us", they avoided us completely. Everyone at Don Far avoided us and pretended that [redacted] (manager) and [redacted] (sales contact) were never there. There such poor customer service and disregard for people and their stuff.As we began unpacking, we realized they damaged numerous items of high dollar value (TV, couch, chair, etc). This is ironic since we paid them to pack all our stuff. They have not done anything to help us recoup our monetary damages. Literally, they packed our TV stand in the same box as our TV, on top of the TV with no packaging. Our TV is fully damaged. that is 2500K lost forever. They disregarded our items and have had no responses with insurance.Don Farr is blatantly avoiding us and nothing even trying to work with us to fix the terrible job they did. They caused us so much stress, and monetary loss.Desired Settlement: Our desire is to have a percentage of our money returned. we would like to obtain 2K refunded.

Business

Response:

In response to the consumer's statement of Problem. This shipment was not agreed upon as a binding estimate which is an estimate not to exceed a certain amount of money in which was estimated. This shipment was a non-binding estimate. Consumer contacted office to report a claim on 8/8/14 whereas forms were mailed for the consumers completion on the same day. Claim forms were received in this office on 8/21/14. If it is agreeable to the claimant, we will close this claim for the amount the consumers desired settlement amount of $2,000.00 in the interest of goodwill and as full and final. We await the consumers response.

Review: It is very difficult to only choose one of the complaint categories above. We had a move on May 29, 2014, within 2 miles from one location to the other. We have had multiple damage issues and things that have completely vanished. From the moment we had this move any attempts I have made to the company to resolve the issues have been dealt with by completely ignorant people in their offices. I have lost thousands of dollars in damages and products missing. Some of their "expert" movers are taken right off the street and have no idea how to move anything, let alone high end furniture. I will never recommend them to anyone and only used them in the first place because I mistakenly thought we used them in a move 15 years ago. For a company to completely lose printers and boxes of expensive merchandise is ridiculous. Clearly they are stealing from their customers. Something needs done about this company and I will do everything in my power to make people aware of what they do. Weeks after filing a claim, I finally had to call the office because I never heard from the "insurance adjuster." When a gentlemen finally came to my home, he repaired very few items and barely spoke. He was filthy dirty and smelled so bad I had to air my home out after he left. This is the type of customer service they give to people. When I asked him if he was from the insurance company, he told me no, he worked for Don Farr. After several more weeks passed, we received a check in the amount of $201 for damages in the thousands of dollars.Desired Settlement: We would like to be made whole for all of the damage and missing items. They said we didn't choose extra insurance. When their gentleman came to my home we talked about insurance and he said he would take care of everything. He knew we had very nice things and came from a very expensive home. After paying over $3,000 for this move, I would think everything should be taken care of.

Business

Response:

Move date 5/29/14 and 5/30/14 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 5/30/14.

The consumer was well aware of the limited $.60 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 5/13/14 and the actual move did not occur until 5/29/14. Consumer requested claim forms on 6/25/14 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 9/11/14 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 $.60 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 $.60 liability and in the interest of goodwill.