High-Touch Moving Systems, Inc.

Thank
you for forwarding this consumer’s rejection to our attentionWe would like to
offer the following response:
Respectfully,
*** *** advised that her 1st date of availability, the first date
she could receive delivery of her shipment, was September **Her shipment was
delivered within business days of *** ***’s 1st available date
Claim forms have been
sent to *** *** however as they were not received we have asked out claim
administrator to email claim forms directly to *** *** *** should
submit a claim for her damaged itemsThank you

Thank you for forwarding this consumer’s complaint to our attention. We would like to
offer the following response:
 
[redacted] contracted for moving services to Florida. The binding estimate
electronically signed by [redacted] indicated a delivery time frame of up to...

14
business days from the 1st date the customer was available for
delivery. [redacted] indicated on the Bill of Lading/Contract that her 1st
available date for delivery was September **, 2014. [redacted] received
delivery of her shipment on September **, 2014, within 2 business days of her 1st
available date and well within the stipulated 14 business day window.
 
[redacted]’s estimate also included information about ancillary services which are
not included in the cost of the move and may be required at the time of
delivery, including long carry. This information was disclosed to [redacted]
prior to her contracting for service.
 
We apologize if the driver did not bring an item up to [redacted]’s apartment and
we are investigating this with the delivery team. We will take the necessary
steps to remedy the situation if fault is found with the driver.
 
We regret that item may have been damaged during transit. We have an established
claim process in place and have sent [redacted] claim forms so that she may
submit a claim for consideration. Claims must be submitted within 9 months of
the date the shipment was delivered.
 
As the services contracted for were provided, [redacted] is not eligible for a
full refund. [redacted]’s shipment was delivered within the agreed upon
delivery window. The electronically signed estimate disclosed possible charges
at delivery including Long Carry. We will review the non delivery of the sofa
with the driver however [redacted] should submit a claim for any damaged items.
Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[redacted],
 
We never received a claim formed.  They had guaranteed the date of delivery on September **, 2014 which they never kept.
 
Our date of availability was the date we had signed the contract. This surpasses the 14 days.
 
The damage that was created was more than actual amount charged to move all the items.
 
And this is not including the unprofessional behavior of the movers.
 
Thank you.
 
[redacted]
 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because the contract was broken by High Touch Moving Systems, Inc at various stages and they have not refunded the amount to me. Specifically: a. They sent a truck covered with graffiti and did not bring basic moving equipments - per their response they do this often! - breach of contract. b. They left my move unfinished - a breach of contract. c. They did not have professional crew members to move my treadmill - breach of contract. d. They damaged my goods in the move. e. They were very unprofessional and abused and cursed us. f. They charged us even for the time not spent on the move - not even part of the contract. The business has not addressed my complaint, leaving me with no choice but to reject their response.  
[Your Answer Here]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Thank
you for forwarding this consumer’s complaint to our attention. We would like to
offer the following response:[redacted] contracted for local moving and storage services which were provided in
full. We regret that items may have been damaged during transit. We have an
established claim...

process in place and our claim administrator has emailed
claim forms to [redacted] so that a claim may be submitted. As the services
contracted for were provided in full, [redacted] is not eligible for a full refund
however [redacted] may submit a claim for any items damaged in transit. Thank
you.

Thank you for forwarding this consumer’s complaint to our attention. We would like to offer the following response: The customer contracted for local moving services which we provided in full. Our goal is to always provide great service to all of our customers. Unfortunately, in the present...

case the foreman did not stock the moving van with adequate supplies and also conducted himself in an unprofessional manner. We regret [redacted] did not receive the quality of service our customers are accustomed to but we worked with the customer to refund an hour of labor time and provided additional personnel at no charge. The foreman was also removed from our work roster and no longer employed by our company. In response to some of the issues raised by [redacted]: We do have a fleet of permanent moving vans however at times we must supplement our fleet with rental vehicles due to seasonal demand and out of service vehicles.  We regret that items may have been damaged but we do have an established claim process in place to assist customers with transit related damage and loss claims. Our claim administrator has emailed claim forms to [redacted] so that he may submit a claim as required by our tariff and applicable law.   We regret and apologize to [redacted] and his family for not receiving the quality of service expected but we have taken steps to remedy the situation and terminated the employee in question. We ask that [redacted] submit a claim for his damaged items. Thank you.

Review: I hired HIgh Touch Moving Systems on August **, 2014 to professionally pack and store my items in a dry secure storage unit and deliver my items on November *, 2015. All items were not packed and stored properly as agreed and paid for resulting in thousands of dollars of damages. The company has declined to provide me with a full refund and resolve the issue.Desired Settlement: I would like High Touch Moving Systems to provide a full refund for the packing and storage fees that were paid as the company did not provide the agreed service causing thousands of dollars of damage to my personal belongings. I would also like the company to reimburse me for all damaged property.

Business

Response:

Thank

you for forwarding this consumer’s complaint to our attention. We would like to

offer the following response:[redacted] contracted for local moving and storage services which were provided in

full. We regret that items may have been damaged during transit. We have an

established claim process in place and our claim administrator has emailed

claim forms to [redacted] so that a claim may be submitted. As the services

contracted for were provided in full, [redacted] is not eligible for a full refund

however [redacted] may submit a claim for any items damaged in transit. Thank

you.

High touch moving was great!! They were very accommodating and pleasant. Mike returned my calls right away and their prices were fantastic for the work that they did! I highly recommend High touch moving!

Review: I was given an estimate for moving from NYC to Susanville CA. I asked the salesperson if the company would deliver to Susanville and I was told that it wold not be a problem. I arranged the estimate and made a deposit ~3 weeks prior to my move date, Friday the ** of dec. On Monday of the week I was to move, I was called late in the afternoon and told there would be an additional $300 fee for delivery to my destination city because they had not realized that Susanville was not near the Bay Area. I was always direct about my location and asked if they served the area. The week of the move was a holiday week with most businesses being closed Tuesday and Wednesday for Christmas. I would not have time to contact other movers and secure them for that Friday which was necessary for my ability to leave my apartment. The company refused to negotiate a lesser fee. I feel that it is underhanded to add a nearly 15% (original quote was ~$1800) last minute charge due to their own error. They did not give me enough time to find another service and have refused all requests for this fee to be eliminated or lowered. I would like them to waive my fee as it was not my error.Desired Settlement: I would like the fee reversed as I was clear about the location of my move.

Business

Response:

Thank you for forwarding this

customer’s complaint to our attention. We would like to offer the following

response:

When providing [redacted] with a

moving estimate, the moving coordinator did not notice the remote location of

the delivery address, believing instead that the location was in relatively

close to the Bay area. The moving coordinator provided the estimate in good

faith believing it accurately reflected the cost of [redacted] service. When

the error was discovered, we immediately notified [redacted] of the mistake

and the additional cost due to the remote location. [redacted] was also given

the opportunity to cancel her mover and receive a full refund of her deposit.

We certainly regret that the our mistake was discovered late in the process,

however the additional charge reflected the added cost associated with

providing service to the area [redacted] was moving to.

In an effort to resolve this issue to

resolve this amicably among all parties, we reached out to [redacted] who

agreed to accept our offer to refund 50% of the $300 in dispute. We have asked

out claim administrator to forward a release of settlement form to [redacted]

for ratification. Once the completed release is returned, we will promptly send

payment to [redacted]s.

Please let us know if

you have any questions or should you require additional information. Thank You.

Business

Response:

Thank you for forwarding this

customer’s complaint to our attention. We would like to offer the following

response:

When providing [redacted] with a

moving estimate, the moving coordinator did not notice the remote location of

the delivery address, believing instead that the location was in relatively

close to the Bay area. The moving coordinator provided the estimate in good

faith believing it accurately reflected the cost of [redacted] service. When

the error was discovered, we immediately notified [redacted] of the mistake

and the additional cost due to the remote location. [redacted] was also given

the opportunity to cancel her mover and receive a full refund of her deposit.

We certainly regret that the our mistake was discovered late in the process,

however the additional charge reflected the added cost associated with

providing service to the area [redacted] was moving to.

In an effort to resolve this issue to

resolve this amicably among all parties, we reached out to [redacted] who

agreed to accept our offer to refund 50% of the $300 in dispute. We have asked

out claim administrator to forward a release of settlement form to [redacted]

for ratification. Once the completed release is returned, we will promptly send

payment to [redacted]s.

Please let us know if

you have any questions or should you require additional information. Thank You.

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 and the matter has been resolved.]

I think a full refund would have shown more conciliation however these movers have been unwilling to negotiate at every step of the way and therefore I don't anticipate any further reparation. Only this complaint made them willing to take actions to resolve this matter. I prefer a partial refund to a full refund.

In response to their claim that I was given time to find new movers, I don't see that as entirely accurate. They informed me late on a Monday that there would be an additional charge. My move was scheduled for Friday. Tuesday and Wednesday were holidays (Christmas) and so I was only left with Thursday, the day before my move, to potentially find a new mover for a cross country move. I certainly would have tried to find a more trustworthy mover if that had been feasible, however I don't feel I was given enough time to do that.

Review: The moving company did not deliver the required items on time. They were 3 days late. They picked up all the items on September *, 2014 and were suppose to deliver them on September **, 2014 from New York to Florida. After several phone calls to the [redacted] the items were finally delivered on September **, 2014. The driver used an excuse that we had to pay him an additional $150 to unload the items because they had to walk an extra distance than was allowed or he would leave. I paid him the money. During the time of delivery one (1) Living room chair was broken, one (1) chair of the dinning room set was missing, and a $5000 rug was rip beyond repair. Photos were send to the moving company. The driver refused to bring up a sofa bed to the apartment claiming that it did not fit in the elevator and left it in the lobby of the first floor. After the driver left, one of the neighbors in the building helped us to put the sofa bed in the elevator and brought it to the apartment. It was a total disaster.Desired Settlement: I request a full refund for the damages incurred.

Business

Response:

Thank you for forwarding this consumer’s complaint to our attention. We would like to

offer the following response:

[redacted] contracted for moving services to Florida. The binding estimate

electronically signed by [redacted] indicated a delivery time frame of up to 14

business days from the 1st date the customer was available for

delivery. [redacted] indicated on the Bill of Lading/Contract that her 1st

available date for delivery was September **, 2014. [redacted] received

delivery of her shipment on September **, 2014, within 2 business days of her 1st

available date and well within the stipulated 14 business day window.

[redacted]’s estimate also included information about ancillary services which are

not included in the cost of the move and may be required at the time of

delivery, including long carry. This information was disclosed to [redacted]

prior to her contracting for service.

We apologize if the driver did not bring an item up to [redacted]’s apartment and

we are investigating this with the delivery team. We will take the necessary

steps to remedy the situation if fault is found with the driver.

We regret that item may have been damaged during transit. We have an established

claim process in place and have sent [redacted] claim forms so that she may

submit a claim for consideration. Claims must be submitted within 9 months of

the date the shipment was delivered.

As the services contracted for were provided, [redacted] is not eligible for a

full refund. [redacted]’s shipment was delivered within the agreed upon

delivery window. The electronically signed estimate disclosed possible charges

at delivery including Long Carry. We will review the non delivery of the sofa

with the driver however [redacted] should submit a claim for any damaged items.

Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[redacted],

We never received a claim formed. They had guaranteed the date of delivery on September **, 2014 which they never kept.

Our date of availability was the date we had signed the contract. This surpasses the 14 days.

The damage that was created was more than actual amount charged to move all the items.

And this is not including the unprofessional behavior of the movers.

Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank

you for forwarding this consumer’s rejection to our attention. We would like to

offer the following response:

Respectfully,

[redacted] advised that her 1st date of availability, the first date

she could receive delivery of her shipment, was September **. Her shipment was

delivered within 2 business days of [redacted]’s 1st available date.

Claim forms have been

sent to [redacted] however as they were not received we have asked out claim

administrator to email claim forms directly to [redacted]. [redacted] should

submit a claim for her damaged items. Thank you.

Review: On may ** the high touch moving company provided a moving service to me.I was promised both verbally and In a written contract that my furniture would be wrapped, carefully unassembled/reassembled and moved by 3 professional men. The company was over an hour late to the time agreed. The company only provided 2 men who were not professional or able to unassembled the furniture As promised. Due to the lack knowledge my furniture was damaged beyond repair. The movers were unable to unassembled or assemble my furniture as promised. A job that required two men was performed by one person. My furniture wasn't wrapped or properly protected causing it to be damaged. Prior to the move I sent accurate pictures of the furniture and the details of the move. I asked serval times if they were capable of handling the job and was advised on more than one occasion that they were professional and were more than able. I was charged in full for an incomplete job and was not refunded for the damages caused. I was advised by the manager [redacted] that my furniture would be repaired or replaced. I waited over a month and nothing was repaired or resolved.Desired Settlement: I would like to be refunded for the damages caused to my furniture or my furniture replaced. If the company would've provided the service as promised my furniture would not been damaged in such way.

Business

Response:

Thank

you for forwarding this consumer’s complaint to our attention. We would like to

offer the following response:

[redacted] contracted for local moving services which were provided by a team of

three movers ([redacted], [redacted] & [redacted]). As part of our service we disassemble

and reassemble standard furniture items however some items cannot be

disassembled and reassembled without a significant risk of damage. One of the

items to be moved was a wardrobe manufactured from pressed wood composite

materials which the moving team were unable to safely disassemble and was not

moved that day. Once a Pressed wood furniture item is assembled, disassembling

it again can cause damage to the item due to the fragile nature of the material

it is constructed from. The following day, two experienced movers including a

company manager ([redacted] and [redacted]) returned and transported the wardrobe to the

new address.

In the course of the move a table was damaged. We have offered to repair the item

at our expense using one of our vendors however [redacted] has refused that

option instead insisting on using another vender who has provided an estimate

we deem to be excessive for the damage claimed. [redacted] chose the limited

liability valuation coverage option on her contract which limits carrier

liability to $0.60 per pound for eligible items. High Touch ahs offered $250,

significantly more than [redacted] is legally entitled to, in an effort to

resolve this amicably. At no time did High Touch indicate to [redacted] that

damaged furniture would be replaced.

We regret that items were damaged during transit. In order to bring this to

resolution High Touch is willing to repair the table using one of our vendors

or if [redacted] prefers we will reimburse her up to $400 for the cost of the

repair. If this is insufficient, [redacted] may submit a claim through our

third party claim administrator under the valuation coverage she opted for on

her contract. We have asked out claim administrator to email claim forms to [redacted]

[redacted] in case she chooses to submit a claim.

[redacted] had three movers on the date of service and two movers returned the

next day to mover the wardrobe. [redacted] opted for the limited liability coverage

on her contract. We have offered to repair the damaged table using our vendor but we are willing to

cover the work provided by another vendor up to $400. [redacted] may instead

choose to submit a claim for the limited liability coverage she is legally

entitled to. Thank you.