Initial Business Response / [redacted] (1000, 10, 2015/11/05) */ We are very sorry to hear that you feel that you were not giving a proper explanation of chargesPlease see the below email, advising you of travel charges - office to office as well as confirmation that an evening move would be time and half FROM: [redacted] TO: Erin K [redacted] Subject: Re: Relocation (***, [redacted] ) GreatAm I able to book it for Thursday, Oct1st around 1:30pm? I would be able to have everything packed and ready for then [redacted] On Saturday, September 12, 2015, Erin K [redacted] wrote: Hi [redacted] , We don't generally do moves in the evening as the rate is time and a half, so it would be more then the Saturday rate If you are able to move between 9-5pm the rate Oct is $146/hr and Octit's $153/hr I hope that helpsPlease let me know if you need anything else! Erin From: [redacted] Sent: Saturday, September 12, XXXX XX:XX AM To: Erin K [redacted] Subject: Re: Relocation (***, [redacted] ) Hi Erin, Thank you for your responseIs the rate lower the week prior to October 3? I would be able to move in the evening on Octor Octif that is a possibilityI do not anticipate it taking hours [redacted] On Saturday, September 12, 2015, Erin K [redacted] wrote: Good morning [redacted] , Thank you for taking the time to fill out our MovesOnline inventory I have attached your proposal based on rates for October Please note, we can't guarantee the price will be the same until you book it; our rates change day to day as dates fill up I quoted you for men and the truck at $161/hr with a hour minimum on weekendsIf you are able to move during the week beginning October the rate is $133/hr for movers and the truckThere is no minimum on weekday moves There is a $deposit require upon booking that goes towards the cost of your movePlease also note we charge office to officeWe also bring out wardrobe cartons, new mattress bags and upholstery covers at no additional charge for you to use the day of the move Please contact me via phone or email with any questions or if you would like to book your move Warm regards, Erin As a Goodwill gesture we are happy to adjust hr of OT charge for the delay in crew arrival to regular time, as it was an approximate arrival timeWhich provides a credit of $ Warm Regards, Trina Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/11/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel that the short, one time mention of "please note we charge office to office" was very vagueI cannot understand why you would be charging for time prior to when the move begins or afterwardsIf that was the case, it should have been explicitly stated in the emails or even explicitly explained on the phone, which it was notAlso, the amount of time taken to complete the move was longer based on the 4+ smoke breaks for the movers as well as the stop along the way that they made at a convenience storeI believe that the crew could have been done at least hour sooner without the breaks and by being prepared with snacks/water before hand Final Business Response / [redacted] (4000, 14, 2015/11/17) */ AS per the previous response, the travel time was put in an email as well as in the below proposal that you signed and returned to us, which in bold writing states "charges are from when the crew leaves our facility until we return." We note a credit has been provided based on the previous responseAt Highland Moving, we pride ourselves in making sure our customers are well informed, which is why we put everything in writing, which we then ask our customers to acknowledge.Please see below (we have blocked the signature) We appreciate the opportunity to provide you with the following estimate Tentative Moving Service: 10/03/at 1:30pm Moving Truck & Movers @ $146.00/ Hour *Overtime Rate $/Hour [redacted] Final charges will be based on the actual time from when our crew leaves our facility to when they returnOvertime rates are in effect after hours of work at 1/regular rate Optional: $15,Replacement Value Protection = $ In order to guarantee your booking, we require a non-refundable deposit of $This deposit will be credited towards your invoice, which is due on the day of your movePayment is required by cash, or major credit card upon completion of the moveAll prices are subject to GSTChanges made to the date(s) of the original booking are subject to availability and any difference in hourly rate *Note: Until confirmed, price is subject to change without notice[redacted] I HEREBY ACCEPT THE TERMS AND CONDITIONS OF THIS PROPOSAL Customer Signature _X________________ Print Name_________________________________ Date__________ Relocation Consultant: Final Consumer Response / [redacted] (4200, 16, 2015/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The credit offered does not seem sufficient considering the lazy employees who wasted my time (both while I waited for an hour as they were late as well as while they took several smoke breaks and stopped at a store during the short drive between residences)I also do not believe I was properly informed about the overtime rates or the driving expenses, and I was not informed verbally at allI had several days/times available for my move which the representative was made aware of, and I feel they did not do their job in advising me of the most affordable option and that they instead took advantage of meI am incredibly dissapointed in the service I receivedIt completely ruined my moving experience when it should have been easier than a regular moveI will be advising friends and family not to use Highland Moving as I feel completely ripped off
Initial Business Response /* (1000, 10, 2015/02/25) */
We sent Mr*** notice on Jan 29, that we were refunding him $plus g.s.t
We thought the matter was settledIF Mr*** did not receive please have him contact me directly
Regards,
***
XXX-XXX-XXXX
Initial Business Response /* (1000, 9, 2014/03/07) */
Contact Name and Title: *** *** CSM
Contact Phone: XXXXXXXXXX
Contact Email: ***@highlandmoving.com
To Whom it May Concern: The refund for the shipper has been address, and correctedTo my knowledge the shipper is happy with
regards to thatRefund was given in the amount of $on Feb 28thThe damage to the hardwood floors, have been submitted to us via our claims processWe have had a repair tech go to site, and provide us with a professional report that the damages are not new damages and have therefore decline the claim for the floor damageWe have a signed local hourly proposal, that shows Mr***, choosing the released @ $0.30/lbs for his local move, and that is how we have settled his claim
Please find the inspection report below: from *** @ *** *** ***
Hi ***
On January 22/I went to this customers to inspect new move related damages to parquet hardwood flooring that have been refinishedCustomer pointed out scratches, gouges, and dents through out main level on hardwood floorUpon inspection I found the damages being claimed are dark in color not light in colorDamages in hardwood are light in color when fresh and only turn dark around the year mark as water and dirt stains them after multiple months of floor washingI took my finger nail to catch the edge on multiple scratchesThere was no edge like a fresh scratch would have but instead roundedI told the customer that I'm finding this very strange as the damages are dark and rounded like to be a year oldCustomer told me the parquet hardwood floor in question was partially refinished one month ago, two weeks before the move took place
- The hardwood floor was only partially refinished, not completely refinishedA complete hardwood refinishing consists of sanding the hardwood down so the deepest scratch or dent is sanded out completely leaving no prior damageIt's also a lot more expensive as more labour and materials are involvedA partial refinish to a hardwood floor is only sanding enough to get the shallower scratches and dents out, and leaving the deep scratches and dents
So with that being saidI believe the deep scratches, dents in question were there when the clear coat was appliedTurning the scratches dark and rounding the edges as it flowed inAs the clear coat cured the scratches got darker and more noticeable to the customerSo the customer thinks it's move related damages, but it's really because the hardwood floor was only partially refinishedUpon my inspection I never seen any fresh, light in color new move related damages to the hardwood floor
- Sharp edges are only found on fresh damages not rounded, and fresh damages are light in color till around the one year mark not in only two weeksYou can also see in the pictures how the the joints are all dark from the clear coat as well, matching the damages in question
Initial Consumer Rebuttal /* (3000, 11, 2014/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My concerns regarding the damage to my home and over billing amount were addressed, ***
In addition, the repair person Highland sent to assess the damage to my home provided me with a very different assessment of the damage than what was provided to the Highland***
Initial Business Response /* (1000, 5, 2014/11/04) */
Contact Name and Title: *** *** VP of Operat
Contact Phone: XXXXXXXXXX
Contact Email: ***@highlandmoving.com
Dear Mrs***,
We have reviewed your file, while it is our preference to not disagree with a request such as
yours, we have to go by our legally signed paperwork when making decisionsWe have a signed proposal from you choosing the released rate liability with the $deductible(see link below) Your claim was settled within the guidelines that you choose at the time of booking your move(see link below) The claim you submitted was for a dresser and TV stand, and we do not see mention of a mirror at any time during the claim settlementI would certainly adjust your claim settlement for the mirror @ lbswould be an additional $which would still fall within the $deductible
We note there is an outstanding balance of $for GST that was not paid at the time of the move and was requested by email but not acknowledged by youWe will pay this amount on your behalf and consider your file closed
We trust you understand our position in this matter, and if you have any further documents that would change our decision, please feel free to contact me direct
to see the attachments please copy and paste them into your browser
***
***
Regards,
*** ***
VP of Operations & Client Care
XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2014/03/24) */
Contact Name and Title: [redacted] CSM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@highlandmoving.com
To Whom It May Concern:
It is policy that all shipment that are C.O.D are collected upon delivery. We do our best to...
determine if a shuttle is required during estimate, however at times we do not know the size of truck that will be assigned to the load to ensure this decision and that is why we disclose on the estimate that if shuttle required extra charges will apply. There are times when the driver arrives at destination and is simply unable to get his truck into place to delivery until he has arrived their and tried. As per the customer note, we did waived the shuttle charges for the customer at destination. We also accepted payment on a the weight of 6873 lbs, instead of the actual scaled weight of 7165 lbs. The "origin labor S/C" is valid tariff charge that was provided to the customer during quoting/estimation. It is not about the number of men that were on the job, it was put in place for certain provinces which are effected by labor shortages.
Although, we try to be extremely careful with each and every article we transfers sometimes damages do occur. The customer will be compensated for the damage through [redacted] claim policy based upon their chosen valuation. We have forward the shippers the claim link March 7, 2014. Once they have submitted their claim it will be handled as per policy with the [redacted] claims department.
We regret that there were situations that occurred during Mr. & Mrs [redacted] move. However, we feel that we have been fair with the adjustments that have already been made.
Warm Regards, [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Highland Moving has not addressed the main issue of our complaint, which is that they failed to provide security for our belongings in a manner which we as consumers would expect of a professional moving company.
Knowing that we were very concerned about security, the moving consultant assigned to us assured us that Highland could meet our needs. We were given the impression that our things would be loaded, then the driver would pick up another few loads, and then drive to Victoria. And between picking up each additional loads, we assumed the moving van would be kept in a secure storage facility.
Ten days after our belongings were loaded in St. Albert, the moving van was broken into and our belongings looted. [redacted]
[redacted]
Prior to booking with Highland, we discussed security, at length, with Highland's moving consultant. We toured storage facilities in Victoria and enquired about storage in St. Albert prior to being assured that Highlands could manage the two week gap between loading and unloading. We trusted their professional advice, and we entrusted our belongings to their care, expecting that they could/would take care of our possessions at least as well as we could take care of them ourselves. [redacted]
Initial Business Response /* (1000, 10, 2015/11/05) */
We are very sorry to hear that you feel that you were not giving a proper explanation of charges. Please see the below email, advising you of travel charges - office to office as well as confirmation that an evening move would be time...
and half.
FROM: [redacted]
TO: Erin K[redacted]
Subject: Re: Relocation ([redacted], [redacted])
Great. Am I able to book it for Thursday, Oct. 1st around 1:30pm? I would be able to have everything packed and ready for then.
[redacted]
On Saturday, September 12, 2015, Erin K[redacted] wrote:
Hi [redacted],
We don't generally do moves in the evening as the rate is time and a half, so it would be more then the Saturday rate.
If you are able to move between 9-5pm the rate Oct 1 is $146/hr and Oct. 2 it's $153/hr.
I hope that helps. Please let me know if you need anything else!
Erin
From: [redacted]
Sent: Saturday, September 12, XXXX XX:XX AM
To: Erin K[redacted]
Subject: Re: Relocation ([redacted], [redacted])
Hi Erin,
Thank you for your response. Is the rate lower the week prior to October 3? I would be able to move in the evening on Oct.1 or Oct. 2 if that is a possibility. I do not anticipate it taking 4 hours.
[redacted]
On Saturday, September 12, 2015, Erin K[redacted] wrote:
Good morning [redacted],
Thank you for taking the time to fill out our MovesOnline inventory.
I have attached your proposal based on rates for October 3. Please note, we can't guarantee the price will be the same until you book it; our rates change day to day as dates fill up.
I quoted you for 2 men and the truck at $161/hr with a 4 hour minimum on weekends. If you are able to move during the week beginning October 5 the rate is $133/hr for 2 movers and the truck. There is no minimum on weekday moves.
There is a $250 deposit require upon booking that goes towards the cost of your move. Please also note we charge office to office. We also bring out 4 wardrobe cartons, new mattress bags and upholstery covers at no additional charge for you to use the day of the move.
Please contact me via phone or email with any questions or if you would like to book your move.
Warm regards,
Erin
As a Goodwill gesture we are happy to adjust 1 hr of OT charge for the delay in crew arrival to regular time, as it was an approximate arrival time. Which provides a credit of $76.65.
Warm Regards,
Trina
Initial Consumer Rebuttal /* (3000, 12, 2015/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel that the short, one time mention of "please note we charge office to office" was very vague. I cannot understand why you would be charging for time prior to when the move begins or afterwards. If that was the case, it should have been explicitly stated in the emails or even explicitly explained on the phone, which it was not. Also, the amount of time taken to complete the move was longer based on the 4+ smoke breaks for the movers as well as the stop along the way that they made at a convenience store. I believe that the crew could have been done at least 1 hour sooner without the breaks and by being prepared with snacks/water before hand.
Final Business Response /* (4000, 14, 2015/11/17) */
AS per the previous response, the travel time was put in an email as well as in the below proposal that you signed and returned to us, which in bold writing states "charges are from when the crew leaves our facility until we return." We note a credit has been provided based on the previous response. At Highland Moving, we pride ourselves in making sure our customers are well informed, which is why we put everything in writing, which we then ask our customers to acknowledge.Please see below (we have blocked the signature)
We appreciate the opportunity to provide you with the following estimate.
Tentative Moving Service: 10/03/2015 at 1:30pm
Moving Truck & 2 Movers @ $146.00/ Hour
*Overtime Rate $219.00 /Hour*
Final charges will be based on the actual time from when our crew leaves our facility to when they return. Overtime rates are in effect after 8 hours of work at 1 1/2 regular rate.
Optional:
$15,600.00 Replacement Value Protection = $62.40
In order to guarantee your booking, we require a non-refundable deposit of $250.00. This deposit will be credited towards your invoice, which is due on the day of your move. Payment is required by cash, or major credit card upon completion of the move. All prices are subject to GST. Changes made to the date(s) of the original booking are subject to availability and any difference in hourly rate.
*Note: Until confirmed, price is subject to change without notice.*
I HEREBY ACCEPT THE TERMS AND CONDITIONS OF THIS PROPOSAL
Customer Signature _X________________
Print Name_________________________________ Date__________
Relocation Consultant:
Final Consumer Response /* (4200, 16, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The credit offered does not seem sufficient considering the lazy employees who wasted my time (both while I waited for an hour as they were late as well as while they took several smoke breaks and stopped at a store during the short drive between residences). I also do not believe I was properly informed about the overtime rates or the driving expenses, and I was not informed verbally at all. I had several days/times available for my move which the representative was made aware of, and I feel they did not do their job in advising me of the most affordable option and that they instead took advantage of me. I am incredibly dissapointed in the service I received. It completely ruined my moving experience when it should have been easier than a regular move. I will be advising friends and family not to use Highland Moving as I feel completely ripped off.
totally impressed with this company. we did a complicated move from the lower mainland, with four different destinations, needing to be done within four days. they couldn't have done a better job. staff were pleasant, competent and professional. best moving company ever.
Initial Business Response /* (1000, 18, 2016/06/08) */
Good Afternoon,
We can confirm that our insurer is dealing with the customer on her claim and has been in contact with her. Some repairs have already been completed. The hot tub was just delivered, at the customers request to...
residence on Jun 11 2016 from our whse. As the customer was having her back yard renovated. We are working with our insurer, and know they are working hard to get the claim resolved as quickly as possible.
Warm Regards,
Trina
Initial Business Response / [redacted] (1000, 10, 2015/11/05) */ We are very sorry to hear that you feel that you were not giving a proper explanation of chargesPlease see the below email, advising you of travel charges - office to office as well as confirmation that an evening move would be time and half FROM: [redacted] TO: Erin K [redacted] Subject: Re: Relocation (***, [redacted] ) GreatAm I able to book it for Thursday, Oct1st around 1:30pm? I would be able to have everything packed and ready for then [redacted] On Saturday, September 12, 2015, Erin K [redacted] wrote: Hi [redacted] , We don't generally do moves in the evening as the rate is time and a half, so it would be more then the Saturday rate If you are able to move between 9-5pm the rate Oct is $146/hr and Octit's $153/hr I hope that helpsPlease let me know if you need anything else! Erin From: [redacted] Sent: Saturday, September 12, XXXX XX:XX AM To: Erin K [redacted] Subject: Re: Relocation (***, [redacted] ) Hi Erin, Thank you for your responseIs the rate lower the week prior to October 3? I would be able to move in the evening on Octor Octif that is a possibilityI do not anticipate it taking hours [redacted] On Saturday, September 12, 2015, Erin K [redacted] wrote: Good morning [redacted] , Thank you for taking the time to fill out our MovesOnline inventory I have attached your proposal based on rates for October Please note, we can't guarantee the price will be the same until you book it; our rates change day to day as dates fill up I quoted you for men and the truck at $161/hr with a hour minimum on weekendsIf you are able to move during the week beginning October the rate is $133/hr for movers and the truckThere is no minimum on weekday moves There is a $deposit require upon booking that goes towards the cost of your movePlease also note we charge office to officeWe also bring out wardrobe cartons, new mattress bags and upholstery covers at no additional charge for you to use the day of the move Please contact me via phone or email with any questions or if you would like to book your move Warm regards, Erin As a Goodwill gesture we are happy to adjust hr of OT charge for the delay in crew arrival to regular time, as it was an approximate arrival timeWhich provides a credit of $ Warm Regards, Trina Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/11/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel that the short, one time mention of "please note we charge office to office" was very vagueI cannot understand why you would be charging for time prior to when the move begins or afterwardsIf that was the case, it should have been explicitly stated in the emails or even explicitly explained on the phone, which it was notAlso, the amount of time taken to complete the move was longer based on the 4+ smoke breaks for the movers as well as the stop along the way that they made at a convenience storeI believe that the crew could have been done at least hour sooner without the breaks and by being prepared with snacks/water before hand Final Business Response / [redacted] (4000, 14, 2015/11/17) */ AS per the previous response, the travel time was put in an email as well as in the below proposal that you signed and returned to us, which in bold writing states "charges are from when the crew leaves our facility until we return." We note a credit has been provided based on the previous responseAt Highland Moving, we pride ourselves in making sure our customers are well informed, which is why we put everything in writing, which we then ask our customers to acknowledge.Please see below (we have blocked the signature) We appreciate the opportunity to provide you with the following estimate Tentative Moving Service: 10/03/at 1:30pm Moving Truck & Movers @ $146.00/ Hour *Overtime Rate $/Hour [redacted] Final charges will be based on the actual time from when our crew leaves our facility to when they returnOvertime rates are in effect after hours of work at 1/regular rate Optional: $15,Replacement Value Protection = $ In order to guarantee your booking, we require a non-refundable deposit of $This deposit will be credited towards your invoice, which is due on the day of your movePayment is required by cash, or major credit card upon completion of the moveAll prices are subject to GSTChanges made to the date(s) of the original booking are subject to availability and any difference in hourly rate *Note: Until confirmed, price is subject to change without notice[redacted] I HEREBY ACCEPT THE TERMS AND CONDITIONS OF THIS PROPOSAL Customer Signature _X________________ Print Name_________________________________ Date__________ Relocation Consultant: Final Consumer Response / [redacted] (4200, 16, 2015/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The credit offered does not seem sufficient considering the lazy employees who wasted my time (both while I waited for an hour as they were late as well as while they took several smoke breaks and stopped at a store during the short drive between residences)I also do not believe I was properly informed about the overtime rates or the driving expenses, and I was not informed verbally at allI had several days/times available for my move which the representative was made aware of, and I feel they did not do their job in advising me of the most affordable option and that they instead took advantage of meI am incredibly dissapointed in the service I receivedIt completely ruined my moving experience when it should have been easier than a regular moveI will be advising friends and family not to use Highland Moving as I feel completely ripped off
Initial Business Response /* (1000, 10, 2015/02/25) */
We sent Mr*** notice on Jan 29, that we were refunding him $plus g.s.t
We thought the matter was settledIF Mr*** did not receive please have him contact me directly
Regards,
***
XXX-XXX-XXXX
HIGHLY UNPROFESSIONAL AND NO REGARD FOR YOUR PROPERTY
Initial Business Response /* (1000, 9, 2014/03/07) */
Contact Name and Title: *** *** CSM
Contact Phone: XXXXXXXXXX
Contact Email: ***@highlandmoving.com
To Whom it May Concern: The refund for the shipper has been address, and correctedTo my knowledge the shipper is happy with
regards to thatRefund was given in the amount of $on Feb 28thThe damage to the hardwood floors, have been submitted to us via our claims processWe have had a repair tech go to site, and provide us with a professional report that the damages are not new damages and have therefore decline the claim for the floor damageWe have a signed local hourly proposal, that shows Mr***, choosing the released @ $0.30/lbs for his local move, and that is how we have settled his claim
Please find the inspection report below: from *** @ *** *** ***
Hi ***
On January 22/I went to this customers to inspect new move related damages to parquet hardwood flooring that have been refinishedCustomer pointed out scratches, gouges, and dents through out main level on hardwood floorUpon inspection I found the damages being claimed are dark in color not light in colorDamages in hardwood are light in color when fresh and only turn dark around the year mark as water and dirt stains them after multiple months of floor washingI took my finger nail to catch the edge on multiple scratchesThere was no edge like a fresh scratch would have but instead roundedI told the customer that I'm finding this very strange as the damages are dark and rounded like to be a year oldCustomer told me the parquet hardwood floor in question was partially refinished one month ago, two weeks before the move took place
- The hardwood floor was only partially refinished, not completely refinishedA complete hardwood refinishing consists of sanding the hardwood down so the deepest scratch or dent is sanded out completely leaving no prior damageIt's also a lot more expensive as more labour and materials are involvedA partial refinish to a hardwood floor is only sanding enough to get the shallower scratches and dents out, and leaving the deep scratches and dents
So with that being saidI believe the deep scratches, dents in question were there when the clear coat was appliedTurning the scratches dark and rounding the edges as it flowed inAs the clear coat cured the scratches got darker and more noticeable to the customerSo the customer thinks it's move related damages, but it's really because the hardwood floor was only partially refinishedUpon my inspection I never seen any fresh, light in color new move related damages to the hardwood floor
- Sharp edges are only found on fresh damages not rounded, and fresh damages are light in color till around the one year mark not in only two weeksYou can also see in the pictures how the the joints are all dark from the clear coat as well, matching the damages in question
Initial Consumer Rebuttal /* (3000, 11, 2014/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My concerns regarding the damage to my home and over billing amount were addressed, ***
In addition, the repair person Highland sent to assess the damage to my home provided me with a very different assessment of the damage than what was provided to the Highland***
Initial Business Response /* (1000, 5, 2014/11/04) */
Contact Name and Title: *** *** VP of Operat
Contact Phone: XXXXXXXXXX
Contact Email: ***@highlandmoving.com
Dear Mrs***,
We have reviewed your file, while it is our preference to not disagree with a request such as
yours, we have to go by our legally signed paperwork when making decisionsWe have a signed proposal from you choosing the released rate liability with the $deductible(see link below) Your claim was settled within the guidelines that you choose at the time of booking your move(see link below) The claim you submitted was for a dresser and TV stand, and we do not see mention of a mirror at any time during the claim settlementI would certainly adjust your claim settlement for the mirror @ lbswould be an additional $which would still fall within the $deductible
We note there is an outstanding balance of $for GST that was not paid at the time of the move and was requested by email but not acknowledged by youWe will pay this amount on your behalf and consider your file closed
We trust you understand our position in this matter, and if you have any further documents that would change our decision, please feel free to contact me direct
to see the attachments please copy and paste them into your browser
***
***
Regards,
*** ***
VP of Operations & Client Care
XXX-XXX-XXXX
Initial Business Response /* (1000, 5, 2014/03/24) */
Contact Name and Title: [redacted] CSM
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@highlandmoving.com
To Whom It May Concern:
It is policy that all shipment that are C.O.D are collected upon delivery. We do our best to...
determine if a shuttle is required during estimate, however at times we do not know the size of truck that will be assigned to the load to ensure this decision and that is why we disclose on the estimate that if shuttle required extra charges will apply. There are times when the driver arrives at destination and is simply unable to get his truck into place to delivery until he has arrived their and tried. As per the customer note, we did waived the shuttle charges for the customer at destination. We also accepted payment on a the weight of 6873 lbs, instead of the actual scaled weight of 7165 lbs. The "origin labor S/C" is valid tariff charge that was provided to the customer during quoting/estimation. It is not about the number of men that were on the job, it was put in place for certain provinces which are effected by labor shortages.
Although, we try to be extremely careful with each and every article we transfers sometimes damages do occur. The customer will be compensated for the damage through [redacted] claim policy based upon their chosen valuation. We have forward the shippers the claim link March 7, 2014. Once they have submitted their claim it will be handled as per policy with the [redacted] claims department.
We regret that there were situations that occurred during Mr. & Mrs [redacted] move. However, we feel that we have been fair with the adjustments that have already been made.
Warm Regards, [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2014/03/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Highland Moving has not addressed the main issue of our complaint, which is that they failed to provide security for our belongings in a manner which we as consumers would expect of a professional moving company.
Knowing that we were very concerned about security, the moving consultant assigned to us assured us that Highland could meet our needs. We were given the impression that our things would be loaded, then the driver would pick up another few loads, and then drive to Victoria. And between picking up each additional loads, we assumed the moving van would be kept in a secure storage facility.
Ten days after our belongings were loaded in St. Albert, the moving van was broken into and our belongings looted. [redacted]
[redacted]
Prior to booking with Highland, we discussed security, at length, with Highland's moving consultant. We toured storage facilities in Victoria and enquired about storage in St. Albert prior to being assured that Highlands could manage the two week gap between loading and unloading. We trusted their professional advice, and we entrusted our belongings to their care, expecting that they could/would take care of our possessions at least as well as we could take care of them ourselves. [redacted]
Initial Business Response /* (1000, 10, 2015/11/05) */
We are very sorry to hear that you feel that you were not giving a proper explanation of charges. Please see the below email, advising you of travel charges - office to office as well as confirmation that an evening move would be time...
and half.
FROM: [redacted]
TO: Erin K[redacted]
Subject: Re: Relocation ([redacted], [redacted])
Great. Am I able to book it for Thursday, Oct. 1st around 1:30pm? I would be able to have everything packed and ready for then.
[redacted]
On Saturday, September 12, 2015, Erin K[redacted] wrote:
Hi [redacted],
We don't generally do moves in the evening as the rate is time and a half, so it would be more then the Saturday rate.
If you are able to move between 9-5pm the rate Oct 1 is $146/hr and Oct. 2 it's $153/hr.
I hope that helps. Please let me know if you need anything else!
Erin
From: [redacted]
Sent: Saturday, September 12, XXXX XX:XX AM
To: Erin K[redacted]
Subject: Re: Relocation ([redacted], [redacted])
Hi Erin,
Thank you for your response. Is the rate lower the week prior to October 3? I would be able to move in the evening on Oct.1 or Oct. 2 if that is a possibility. I do not anticipate it taking 4 hours.
[redacted]
On Saturday, September 12, 2015, Erin K[redacted] wrote:
Good morning [redacted],
Thank you for taking the time to fill out our MovesOnline inventory.
I have attached your proposal based on rates for October 3. Please note, we can't guarantee the price will be the same until you book it; our rates change day to day as dates fill up.
I quoted you for 2 men and the truck at $161/hr with a 4 hour minimum on weekends. If you are able to move during the week beginning October 5 the rate is $133/hr for 2 movers and the truck. There is no minimum on weekday moves.
There is a $250 deposit require upon booking that goes towards the cost of your move. Please also note we charge office to office. We also bring out 4 wardrobe cartons, new mattress bags and upholstery covers at no additional charge for you to use the day of the move.
Please contact me via phone or email with any questions or if you would like to book your move.
Warm regards,
Erin
As a Goodwill gesture we are happy to adjust 1 hr of OT charge for the delay in crew arrival to regular time, as it was an approximate arrival time. Which provides a credit of $76.65.
Warm Regards,
Trina
Initial Consumer Rebuttal /* (3000, 12, 2015/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I feel that the short, one time mention of "please note we charge office to office" was very vague. I cannot understand why you would be charging for time prior to when the move begins or afterwards. If that was the case, it should have been explicitly stated in the emails or even explicitly explained on the phone, which it was not. Also, the amount of time taken to complete the move was longer based on the 4+ smoke breaks for the movers as well as the stop along the way that they made at a convenience store. I believe that the crew could have been done at least 1 hour sooner without the breaks and by being prepared with snacks/water before hand.
Final Business Response /* (4000, 14, 2015/11/17) */
AS per the previous response, the travel time was put in an email as well as in the below proposal that you signed and returned to us, which in bold writing states "charges are from when the crew leaves our facility until we return." We note a credit has been provided based on the previous response. At Highland Moving, we pride ourselves in making sure our customers are well informed, which is why we put everything in writing, which we then ask our customers to acknowledge.Please see below (we have blocked the signature)
We appreciate the opportunity to provide you with the following estimate.
Tentative Moving Service: 10/03/2015 at 1:30pm
Moving Truck & 2 Movers @ $146.00/ Hour
*Overtime Rate $219.00 /Hour*
Final charges will be based on the actual time from when our crew leaves our facility to when they return. Overtime rates are in effect after 8 hours of work at 1 1/2 regular rate.
Optional:
$15,600.00 Replacement Value Protection = $62.40
In order to guarantee your booking, we require a non-refundable deposit of $250.00. This deposit will be credited towards your invoice, which is due on the day of your move. Payment is required by cash, or major credit card upon completion of the move. All prices are subject to GST. Changes made to the date(s) of the original booking are subject to availability and any difference in hourly rate.
*Note: Until confirmed, price is subject to change without notice.*
I HEREBY ACCEPT THE TERMS AND CONDITIONS OF THIS PROPOSAL
Customer Signature _X________________
Print Name_________________________________ Date__________
Relocation Consultant:
Final Consumer Response /* (4200, 16, 2015/11/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The credit offered does not seem sufficient considering the lazy employees who wasted my time (both while I waited for an hour as they were late as well as while they took several smoke breaks and stopped at a store during the short drive between residences). I also do not believe I was properly informed about the overtime rates or the driving expenses, and I was not informed verbally at all. I had several days/times available for my move which the representative was made aware of, and I feel they did not do their job in advising me of the most affordable option and that they instead took advantage of me. I am incredibly dissapointed in the service I received. It completely ruined my moving experience when it should have been easier than a regular move. I will be advising friends and family not to use Highland Moving as I feel completely ripped off.
totally impressed with this company. we did a complicated move from the lower mainland, with four different destinations, needing to be done within four days. they couldn't have done a better job. staff were pleasant, competent and professional. best moving company ever.
Initial Business Response /* (1000, 18, 2016/06/08) */
Good Afternoon,
We can confirm that our insurer is dealing with the customer on her claim and has been in contact with her. Some repairs have already been completed. The hot tub was just delivered, at the customers request to...
residence on Jun 11 2016 from our whse. As the customer was having her back yard renovated. We are working with our insurer, and know they are working hard to get the claim resolved as quickly as possible.
Warm Regards,
Trina