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Highlawn Moving & Storage, Inc.

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Reviews Highlawn Moving & Storage, Inc.

Highlawn Moving & Storage, Inc. Reviews (39)

Dear [redacted], With regarding to the alleged claim of re-taped two boxes and missing items from those boxes here are our findings. According to dispatcher and driver on the field at time of loading of the 48 ft tractor trailer two boxes were re-taped in order to protect the boxes from...

collapsing. No boxes were opened. All of the boxes in this shipment were fully packed by owner with no markings of content. Furthermore we were not notified in anyway of any high value items and no extra coverage was purchased. We cannot assume responsibility for boxes packed by owner with high value content unless we are notified and items specifically marked and insured accordingly. There is no exception or remarks on the delivery signed documents. Base on the aforementioned this complain should be considered to be dismissed for lack of proof and insufficient evidence.  Sincerely Claims Department

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:

I am attaching documents, indicating total lies that this company is stating.  Contract does indicate delivery dates.  It was 7 to 12 days from pick up date of 7/**.  Delivery was done on 9/* without any explanation.  We were given a number of lies that this company loves to give and a lot of yelling.We had a binding contract.  $500.00 shuttle extortion fee was added without our knowledge and our things were held as hostage until we paid upfront these fees and remainder of the amount.  We noted on their copy that we are signing and paying under duress.We have sent a certified letter on 9/*/2016 demanding damages and 500.00 back, there was no answer to us.
 We demand that this company reimburse us extortion fee of 500.00 and damages that occurred to our personal items, that were noted on the signed copy of company's contract.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],   This claim is not valid and base on the facts it is denied. The consumer signed and confirmed delivery of his shipment in full. At no point prior and during the move there was any mentioning of the claimed missing high priced mixer (music audio device).   Following is a brief run through of our standard procedure when loading and delivering a long distance moving shipment.   First, signing the work documents. Then we conduct an inventory list of the items we load and attach a numbered sticker to each item. Unless the consumer point out an item by name the Forman will describe it with what seem appropriate. In this case a black music case was described as a suit case and the consumer had several of this cases all looking similar, no description per case given or marked according to record. This inventory is being conducted so the consumer can confirm that all is received on delivery. On destination the Forman hands the inventory to the consumer (or consumer should have his own copy) for him to verify that all items are there before signing. This shipment was fairly small. Once all items were delivered consumer signed the bill of lading for receiving the shipment and then the inventory page for checking the list. If a consumer have a $2000 mixer that as claimed “his main instrument” I would certainly hope he checked his items very well before signing this release documents and letting the driver go. Furthermore, at no point before and during the move the consumer mentioned anything about the claimed mixer or its value. Delivery was done on the AM the consumer reported the missing item the next day late evening.   As we perform many long distance jobs we have a very tight system where a dispatch controller is present and shipments are checked before going onto delivery. The shipment and track locations has a strict and limited access.   As soon as the report came in a search was conducted as well as investigation with all parties involved. No missing item was found.  The consumer was explained in detail prior to the move and signed on move date the free coverage of “60 cents per pound per article”   in which applies to any lost or damaged item. With this coverage the consumer is only entitled to $60 base on 100lb.  As a courtesy and good faith only we offered the consumer three hundred dollars ($300) to conclude this matter but he rejected our offer.   A consumer has a minimum responsibility to protect his items even when the coverage is not adequate and he failed to do so. All signed documents are on file.     Sincerely Claims Department

Dear Moderator, For the record, to date we did not receive anything from this costumer directly. All initial and thereafter claims were done in this forum. As indicated on the last response given in this forum, please have the costumer send an attached itemized list of damaged items with pictures to this Revdex.com forum. No pictures were sent at any time and we did not receive anything directly. Also to costumer, please provide returned certified receipt since claimed she have mailed certified mail so we can further check into it. We have all the interest to resolve any claim as quickly as possible but costumer have to process the claim according to procedure. We will send a request of this directly to costumer's email as well in hope to resolve this. Regards Claims Department

Dear ** [redacted], The above consumer filed a damage claim with our company in which we responded appropriately to the facts in the case. When we perform a long distance move while conducting an inventory the Forman have to describe the condition of the items. In this particular move many...

items had some wear and scratches.At the final stage of the loading the consumer receive a copy of the inventory after signing. In which the consumer signed and received a copy and yet had no disagreement about the marking of SC next to each item that to our Forman appeared as such. As a courtesy we processed most of the claimed damaged items even though it was marked SC (scratched). A valuation of 60 cent per pound per article was processed according to signed contract and to the severity of the damaged item. If a dresser of 100lb have a damage in the back board the weight to be compensated will be processed accordingly. Its not only according to regulations it is also the common sense, another example item that has a small scratch on the side cannot be calculated base on the full weight of the item. Our claims being processed by a professional who follow the standard procedure and according to rules and regulations. The settlement offer to the above consumer is more then fair. Please see attached release agreements. SincerelyClaims Department

Dear [redacted]   The above consumer had scheduled a moving job for May ** 2016. We have called the day prior and informed the consumer of a delay and explained that we will try to be there by 11AM and we gave a 3 hours window. When the movers showed up the consumer’s number of boxes...

exceeded by much then the original given inventory and did not match the flat price given, however there was no additional  charge.   This job was quoted a flat price and was based on the inventory provided plus traveling time to the consumer and from the job. So the two hours described is incorrect.   As for gratuity its the consumer’s decision as if and how much to tip.   We offer as a courtesy and good faith only a total of fifty dollars for the informed delay.   Sincerely Claims Department

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:

 Mark was aware of the theft and the boxes being retaprd after my tape was removed  He was supposed to find out where the theft occurred. He never got back to me. I asked the delivery driver about the boxes that had a different tape and he stated he had no idea when or where they were retaped.  I still stand by my original resolution 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: Originally contacted Highlawn moving late February for a move from NYC to NC. Gave $100 deposit over the phone and we set up a pick up date for 3/**/15 that was to arrived 6 days later on 4/*/15. I was charge an extra $200 when the movers came because "my couch was bigger than they thought" when all my items matched up with what I said I'd be moving. They also tried to charge me $80 on top of the move for them packing a few some items with boxes. That was suppose to be included. That was "waved" by a woman over the phone name [redacted]. The man who came to pick up my items then asked me what time can THEY NOT COME. I said no time after 5pm. It's not allowed.I've been getting very unprofessional respones llfrom them up to today which is the [redacted]. I was told the night of April [redacted] they were in route and no one ever called me back. Today April [redacted]. I received a call from the driver who says his boss the dispatcher had given him instructions to drop off two other offers which he has to drive past NC to SC because mines are in the back and he will be here by 4pm. I then told them again how I cannot miss another day of work or sleep on the floor at 3 months pregnant. He tried to sympathize with me. I then call him back an hour before 4pm and he tell ls me a store how his brother is thre ping up blood and he's taking him to the hospital. I then call back Highlawn Moving and rhe lady is very unaware of the drivers situation as well as everything else had she been since I gave my money back in NYC along with my furniture and clothes. She argued me down about the contract saying 4-7 days delivery from pick up date and I once again alarm her about my complex not big on late delivers

I begged of the woman to communicate with her dispatcher and don't let me and my unborn sleep on the floor again. I told her I cannot afford to miss work at a job who's been waiting for my arrival. It is now 5:11pm April [redacted]...... Still no furnitureDesired Settlement: I am suppose to give the movers $500 more which is the 40%. I asked the lady to refund me my $200 back that you guys apparently added on and that would be an even exchange but now it will be going on 8days my furniture and propert has been out there in the world and I feel I should have to py the 40% for 1 day of worked missed so far due to all my work clothes being with them and at 4 months pregnant sleeping in a floor

Business

Response:

Dear Sir/Madam,We have moved [redacted] from the [redacted] to [redacted] pickup 3/**/15 delivery 04/**/15. Although because of the nature of the business we do not guarantee a delivery date we do have agreed date on the bill of lading in which the costumer sign on pick up location. In this case it says 4-7 Business days. The shipment was delivered within 5 business days. SincerelyHighlawn Moving & Storage Inc

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.

Sincerely,

Review: I had an in home binding contract with Highlawn rep [redacted]. He looked at everything and told me the final cost for 413 CF would be 1400.00 as long as I didn't add anything this included 50 boxes a TV Stand as well as a bookcase. Day of the move I did not bring the tv stand nor the bookcase and I had 42 boxes I was charged an additional 233.00. I was stuck paying it because the truck was already packed. It took 10 days to deliver my stuff and when it finally got here one of the plastic bins were cracked in half and my clothes were falling out and on the street. One box was also ripped open. I contacted [redacted] on several occasions however he would never get back to me right away. Funny though, when I was about to sign the contract he contacted ASAP whenever I called him. He also stated he would have this resolved by Friday January [redacted], 2014 which he has not contacted me back as of yet. I have left several messages for a call back but yet to receive any call back. The movers who dropped my stuff off also are aware that my bin was cracked in half my clothes were laying on top of it and on the floor. It was written on the inventory and signed off on. I also have pictures which I sent to [redacted]. As [redacted]'s main concern was that he would not make any money off of this move which is not my issue. He went back on his word.Desired Settlement: I want a refund of my services for the additional charges. As Josh's main concern was that he would not make any money off of this move which is not my issue. He went back on his word.

Review: they took my luggage on [redacted] may 2015 from Jersey city-NJ and they told it will deliver [redacted] may 2015 to my new address in Castro valley-CA Since then I am following for my stuff that when I will get it but every time they saying next week.. and I am here at my place without my stuff and having very difficult time since I don't have anything even for my basic need like Mattress/comforter for cooking (utensils) etc.its extremely difficult to manage with family including my littile 4 year daughter she has to seat and sleep on floor everyday. everyday we have to eat at friends place and now my daughter suffer health issues and everyday we are calling this moving people but there is no surety of delivery. I am running out of patience now I need my stuff as soon as possible and they charge me more than the actual quote now I need compensation for my family who suffering mentally and physically.Desired Settlement: the company is irrelevant and irresponsible cannot trust on this people as every time u call they have different answers

Business

Response:

Hello Dear [redacted],We Have picked up [redacted] On May ** for requested delivery of 2 weeks. Because of the nature of the transportation business we do not guarantee a delivery date. This shipment has delays for reasons that beyond our control. We our doing everything in our power to get to him ASAP. We gave him a new delivery date Friday July ** and we have mentioned that he'll recieve a courtesy reduction in price.Thank you for looking into this matter.SincerelyDavid C[redacted]

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:

The dates from them are always flickering and every week there is a new date also the amount that we paid have to be negotiated atleast 50% as per the suffering we have faced the company cannot take 2 months to deliver the stuff we are waiting for delivery since may [redacted] 2015 and we getting a date for july ** 2015 we explain in the previous email about the problems we have faced and that will be way higher than the shipping charge please consider my request and help me out to get my stuff with 100 % accurate date and time. I can not buy any new dates from this movers as every week the are saying next week for sure.. how can I trust them now??Regards [redacted]

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

Sincerely,

Business

Response:

Hello Dear Sir/Madam, The above costumer have received their shipment. Although we had a delay issue on this delivery dispatcher was in touch with [redacted] on a dally basis with updates. We are currently working on a courtesy discount for costumer's satisfaction. SincerelyCostumer Service Departement

Review: I hired Highlawn Moving to move my belongings from New York to Kansas. Prior to pick up I told them I would need my belongings delivered by August [redacted] or [redacted]. I explained to them I did not have a specific address but I would get it to them immediately. However, I told them it was going to the Kansas City, KS area. They picked up my belongings on July [redacted]. On July [redacted], Highlawn Moving emailed me for an address update for my shipment. I replied the same day with the exact address. I then called them the following day to touch base on the previous agreed delivery day stated above. They told me it would be noted and the [redacted] would call and confirm shortly. I called the following day and was given the same message. I asked that the [redacted] call me directly. That was on a Friday. I called again on Monday and was given the exact same message. On Tuesday I called demanding to speak with the [redacted] who was then conferenced in. He said he was was sick. I explained to him there was no reason an email could'nt have been sent out or someone in the office should of informed me of this instead of giving me the run around. Since then I have been back and forth with the [redacted] who keeps telling me he is trying to get a truck out West. He said there were some delays with customers which delayed my delivery. He said no trucks were coming in my direction. He said it would cost thousands of dollars to send a truck my way when there is no other deliveries.

I explained that upon hiring them, I should've been informed of such possible delays. I told him that when I hired them for a delivery of August [redacted] or [redacted], they failed to inform me that it was not possible. I could've went with another shipping company had I known my expected dates would not be honored/met. They never once told me that. Since picking up my belongings on July [redacted], they have yet to come up with/give me a delivery date. It has been literally 31 days to date. I have asked to speak with upper management and they refused. I have called/spoken with the [redacted] more than 10 times. He still cannot coordinate a date (as part of his job responsibiilty) to have my items delivered. I have had to purchase duplicates of items I currently own because the company cannot find/dispatch a truck to deliver my items. It is costing me a lot of money to maintain my livelihood. It is a major inconvenience especially with having a child to make comfortable without our belongings. I have been sleeping on an inflatable bed. I have no other furniture because I am waiting on Highlawn Moving to deliver it. I have no TV, no microwave, toaster, etc. No shipping company operates like this. I hired them for a job and they have failed to perform the job as agreed. On top of that I am still waiting.

I have been more than patient. It has been 31 days and I am still waiting. I am requesting that the Revdex.com please step in and get involved.Desired Settlement: I would like the remaining balance to be $0 or SIGNIFICANTLY reduced because of the items I have had to purchase for survival as well as the inconvenience and grief this is causing me. I am requesting that they give me an immediate delivery date. Because of the unprofessionalism of this company in sticking to our agreed upon date and because I was disrespected with the lack of urgency being given and the employees that answer the phone as well as the [redacted] will not allow me to speak with upper level management, I need this to be resolved tomorrow.

Business

Response:

Dear Mediator:

Re: Complaint ID NO: [redacted]

Please be advised that this issue has been resolved with the customer - [redacted] A Settlement Agreement was offered and accepted by her on 09/**/2014 regarding all delivery issues, hence this matter is settled.

Regards,

HIGHLAWN MOVING & STORAGE, INC

Review: They quoted a price, I had them come and measure twice. The move cost me 2000 more than originally quoted. They held our stuff in storage for 2 weeks, where we had to sleep in a hotel, and on the floor. Items were damaged, items were missing (all my wife's clothing). And to top it off they could not get everything on the truck after they measured twice! 4 guys to load the truck, and after 2 weeks they send 2 old guys to unload. We did more of the unloading then the movers did, because it was going over the 8 hour mark. This was not a semi, it was a Herts 27' truck...Desired Settlement: I would like the additional $2000 refunded, because of the damage, missing items, and because we had to unload the truck.

Business

Response:

Dear Sir/Madam,Let me start by saying that costumer satisfaction is one ofour top priorities here at Highlawn Moving & Storage as our industry isdepend on it.With respect to the above complain to date we did notreceived any written damage/missing claim or pictures via email or physicalmail. The above costumer did mention over the phone an issue with helping theguys on delivery to expedite the move. So this Revdex.com complain came as a surprise.After receiving in home estimate some time prior to the movedate the costumer on pickup date requested to move additional boxes that werenot included in the original list on the quote he received. Our binding quotesbase on agreed inventory list if additional items needed to be moved then we needto be notified in advance and charge accordingly.Giving that the volume of the shipment was changed thearraignment on delivery had to be adjusted as well and that caused a delay indelivery. Base on costumer request we had to send a straight track instead ofour standard tractor trailer to accommodate his delivery location which is notaccessible to a tractor trailer and we did not assess extra charges for thisservice. Furthermore we do not guarantee a delivery date on long distanceshipments due to the nature of the business, however we try our best to satisfyour costumer’s needs.On delivery the inventory was checked and signed and we didnot hear about any issues with missing items. We will be happy to process thedamage claim if we receive a detailed damage claim report with photos so we canprocess the claim according to our standard procedure. SincerelyClaim DepartmentHighlawn Moving & Storage

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:

They are not being truthful.And why was I not told that everything needed to be paid cash until the truck arrived???A check was paid for the deposit.All of my wife's winter clothes are missing.My 60" television had the stand broken off of it.Out portable air conditioner was destroyed.Gouges in our bedroom furniture...Gas grill was dropped, and damaged. The only reason why we helped the movers, was because they loaded the truck with 4 young guys, and sent 2 old men to remove it, and it was getting dark. Josh was called and complained to about all of this. We were not helping them, because I paid them. And we had a scheduled delivery date a month in advance... It took 2 weeks... We slept on the floor. Josh came twice to measure the amount of inventory, because I wanted him to me sure. We even drove the lawn equipment down to our new home the week before. So it was not our fault he miscalculated. The truck that delivered was larger than the truck that came to move. So everything was thrown in a warehouse somewhere

Sincerely,

Business

Response:

In response to the client's reply we have sent him an acknowledgment letter since we did not receive any prior written notice.

Review: The moving company sent a representative over to my house to provide me with a binding estimate as to how much they would charge me to move my belongings to my new house. The representative, named [redacted], came over and looked at all my furniture I would be taking with me and the sizes of the boxes I would be using to pack my stuff. He then wrote all of this down on a paper and provided me with an estimate cost. The company charges based on how much room all of our stuff takes up on their truck. He told me this cost is a binding estimate which meant that the company wouldn't be able to charge us more than the estimate he had given me on the binding estimate.

On the day of the actual move, after the movers loaded the truck with everything and then were asking us to pay more than what they had told us with the estimate. The movers said that our stuff was taking up more room on the truck than estimated because the person who estimated the size of our couches, ([redacted], a representative from their company), underestimated the size of the love seat and sofa.

I called the company and apparently [redacted] was not in the office on the day of our move and apparently the company was not able to get in contact with him to resolve this issue. They had me speak with another representative, named [redacted], who told me that they don't know how my stuff was taking up more room but that it wasn't their fault, they wouldn't honor the binding estimate they provided me with, and they I would have to pay an additional money for the extra room my furniture was taking up in the truck. If I didn't pay they threatened to terminate the contract all together and have the movers unload all of my stuff. All of this only 2 days before my leasing was ending and I have to vacate my apartment.

I feel like they should have honored the binding estimate they provided me with. If my furniture took up more space on their truck than estimated, the error was on the company's part, not mine. I shouldn't have to pay for it. [redacted] had told me that a binding estimate meant that the company would honor this estimate, that they wouldn't ask me to pay more than the estimate unless I were to add on additional belongings I wanted to take with me that I had not mentioned to him while he was giving me the estimate.Desired Settlement: I would like the company to refund me the extra money I had to pay above the estimate that was given to me in addition to some sort of discount for all the trouble, hassle, and the stress I had to deal with because of this issue.

Business

Response:

Dear Mediator,

Re: Complaint ID: [redacted]

We are currently reviewing this file and are in discussion with the Shipper to reach favorable resolution. We will update you as we progress.

Regards,

Highlawn Moving & Storage, Inc.

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:

[Your Answer Here]

I have already called the company a few times to get in contact with them. Every time I call, I am told that [redacted] is not in the office and even though I have left messages for him to call me back, I have not received a call back. I also filed a damage claim with the company because a few of my items were broken, I have not received a response back from the company in reference to that as well. I feel like they are trying to avoid my calls. No one is trying to resolve the issue, or if they are trying to resolve it, no one has contacted me to let me know that they are trying to resolve the issue.

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

Sincerely,

Business

Response:

To Whom It May Concern,

We have sent out the settlement agreement to the customer to which she has accepted.

Please see attached copy of sent settlement agreement.

HIGHLAWN MOVING & STORAGE INC

Claims Dept

Review: On June **, 2015 Highlawan moving and storage, inc arrived to my home at about 8:45 am.

once they packed our iteams in the truck, they told us that we will need an additional $1100.

because there are things that they packed that were not on the inventory list. They asked if we could pay at least half of that before they moved the truck. my husband and I told them that we did not have any other money at that time.

we was told by Susan the secretary that we can pay upon delivery. Then the supervisor of the crew asked us to give his men a tip. They refused to move the truck until they were tipped.

I requesed a delivery date of July *, 2015 however that didn't happen. when I called to find out when I can expect my furniture I was told any where between 7 to 10 days. July *, 2015 made 10 days. I called to find what time I should expect furniture I was told Saturday or made Sunday. Dave the dispatcher stated that he can't give me an exact date, he'll get to me when he can. I then asked for the supervisor name and contact infromation I was told that there is no onwer.

This is highly unacceptable, they have my and my children's whole life in the back of their truck and refusing to deliver it.

Business

Response:

Hello Dear Sir/Madam, We Have Loaded [redacted] on Jun **, 2015 for delivery in phoenix city AL. On the move date the costumer requested to move and pack additional items that were not on the original binding agreement which required additional volume to be transported and was charged accordingly. Regarding tipping we have a strict policy and the movers cannot ask or request tip and we try to enforce it in anyway possible and a different story was told by the foreman however costumer comes first and action is taken. The costumer have received her delivery with a couple of days delay from the 7 to 10 business days as stated in the contract. We always strive to give the best costumer service however because of the nature of the transportation business we do not guarantee a delivery date and a delay can happen which is not in our control. We are in the process of offering a courtesy discount for costumer satisfaction. Sincerely Costumer Service Department

Review: On April **, 2014 I received my furniture back from storage from Highlawn Moving. I had them move me from [redacted] on September **, 2012 to storage. I would be traveling for the next year and they told me the items would be safe. I realized that my TV was cracked during the move and the movers acknowledged the crack and that the TV no longer stood up straight. I up a claim in for the TV during the move.

Later that week I realized that my couch cushions were ripped as well. After two week the entire couch started peeling. It was told they would have a claim decision with 30 days. After 30 days when I still didn’t get a response I started emails and calling them. I did get a claim result until June **, 2014. I was told that 240 were all I was due since I only had basic insurance. THIS WAS THE ONLY INSURANCE I WAS OFFERED. I would have gladly paid for additional insurance if it was offered to me.

After months of arguing was told during the time that they might be able to do better than that if I just stayed patient. So I did. On August **, 2014, I received a revised settlement of 820.00 and then later that week it was revised to 1,000.00 which I agreed to only because I wanted to rid myself the TV and couch out of my apartment and move on. We were now at over 4 month of this going on. After a few week of not receiving this payment I let Highlawn know that I needed the funds by 9/**/14 to remove so I can remove my old furniture and order new furniture and that after 9/**/14 I would be traveling so that was my last date to do so. I did not receive the payment. I now have to keep this stuff another 2 months. They also stated they did not have the $1,000.00 available to send me multiple times.Desired Settlement: Moving in and out cost: 1,000.00

Storage for 18 months: 2,700.00

Half my rent for storage of damaged furniture while claim was being determined: 7,250

Total: $10,950.00

Business

Response:

Dear Mediator,

Re: Complaint ID [redacted].

The [redacted] moved out of storage on 04/**/14, upon delivery he reported the TV was damaged. Our office acknowledged the report and advised [redacted] to forward pictures of the damages so we can process a damage claim on his behalf. On 04/**/14, which was 12 days after delivery, [redacted] reported damages to a couch.

On 05/**/14, a claim acknowledgment update was sent to [redacted] requesting confirmation on actual weight measurement of the TV and Couch. [redacted] confirmed the weights totaling 445lbs and a settlement was sent based on the confirmed weight and contracted terms of .30 per pound per article. ** A Settlement based on [redacted]'s confirmed weight measurement of 445lbs x .30 = $133.50, which is what [redacted] is entitled to based on his contract terms. In addition a courtesy and good faith gesture was offered to close the claim for an additional $686.50 which totaled the claim settlement offer to $820.00.

After several negotiation periods with the [redacted], the claim settlement was revised as a courtesy and for customer services issues.On 08/**/14, [redacted] received the updated revised claim settlement in the amount of $1000.00. [redacted] signed the updated revised claim settlement agreement and returned the signed copy to our office, which we received on 09/**/14 and an

acknowledgment of such was sent to the [redacted].

However, on 09/**/14 [redacted] confirmed bank deposit as settlement agreement payment option and provided our office with his personal Bank Routing and Account number, however he did not provide us with the bank's name. On 09/**/14 our Dispatch office responded to the [redacted] requesting the [redacted] to provide our office with his bank name for payment processing however,

Shipper has not responded to our request. [redacted] responded that he no longer wanted the settlement payment to be deposited, instead he wants a check to be ready for immediate pick up.

Please be aware that our Administrative Offices does not open on the weekend, however on Monday 09/**/14, we received the Revdex.com complaint.

Our office has exhausted every possible effort to resolve and conclude this claim however, as advised to [redacted] payment will be processed as soonest as we possibly can.

Regards,

HIGHLAWN MOVING & STORAGE, INC.

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:

I have waited six months since my original claim has been processed. I spent many many hours going over the damages with the moving company. I only accepted the settlement because I was going away on business and wanted it resolved before I left. They were unable to process the settlement payment before I left stating they did not have the funds available. I have been housing all of the broken furniture in a small Manhatten apartment for six months and I am looking for payment for that inconvience. I am currently away on business and will not have access to my email until after October **,2014.

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

Sincerely,

Business

Response:

Shipper ([redacted]) has agreed and signed the proposed settlement without having any prerequisites. On average, it can take up to 30 days for settlement to be released to [redacted]. Payment is still in holding due to [redacted]s request to not deposit to his account. If this settlement is no longer acceptable by the [redacted] then we shall revert it back to the original which is what he is entitled to. We are willing to wait until November beginning for [redacted] to accept or deny this settlement.

Regards,

HIGHLAWN MOVING & STORAGE INC

Highlawn was recommended to me by a friend for a move within Manhattan. I was very satisfied with their excellent service I received, both from the sales and admin staff, and by the men on the day. The packaging was carried out with care; loading and unloading was prompt. I will have no hesitation in contacting them again for future moves.

Review: My name is [redacted]. We have multiple complaints to submit in order to receive reimbursement for attempted theft, damaged property, lost property and other trouble we had with our moving experience with Highlawn Moving and Storage, Inc.

1. On June [redacted], 2015, near the end of the Highlawn Moving and Storage, Inc movers loading the truck, my mother-in-law ([redacted]) witnessed one of the movers trying to steal something out of the freezer in the garage as he was placing the item in one of their empty tape role boxes. This was the middle aged man with the long pony tail. As she came around the corner witnessing him placing it in the box, he quickly pulled the item out of the box, returned the item to the freezer, and closed the freezer. This was certainly not a mistake since I personally walked this man and the other two movers through the house to show them where I had organized the household goods that were to be moved in each room. There could have been no mistaking the freezer as an item that was to be shipped. This was definitely a blatant attempt to steal food from my in-law’s home. She did not confront him at the time because I had left the home temporarily. She feared what could happen by confronting him directly. When I returned home, she told me about the incident. I called Highlawn Moving and Storage to report the incident to his supervisor. David called me back, and I informed him of the incident. He was surprised, apologized, and said the situation would be handled.

2. Our house hold goods (HHG) did not arrive within the timeframe agreed to in the contract. On June [redacted], 2015, we signed an agreement that our HHG would arrive in 4-7 bus days (by June [redacted], 2015). Our HHG did not arrive until June [redacted], 2015.

3. Additionally, after our household goods were picked up, we were told via phone by Highlawn Moving and Storage Inc. employee (Susan) that our HHG would arrive on Friday, June [redacted], 2015.

a. On Wednesday, June [redacted], 2015, David (Highlawn Moving and Storage employee) called to confirm that our HHG would arrive on June [redacted], 2015.

b. On Friday, June [redacted], David called to say that the moving date was moved to Sunday June [redacted]. This was truly upsetting since I ([redacted]) had already driven down to Georgia from NY, and my (7 months) pregnant wife ([redacted] and mother-in-law ([redacted]) already flew down to Evans, GA.

c. On Sunday, June [redacted], David (from Highlawn Moving and Storage) called to tell us that our HHG would not arrive until Tuesday, June [redacted], 2015. I told him the constant changes were not acceptable since my wife could not continue to sleep on air mattresses given her stage of pregnancy and since she is high risk. I urged David to handle getting our HHG to our home in GA sooner. I told him that if there were going to be issues with delivering our HHG on June [redacted], 2015, that they should have told us before my wife and mother-in-law flew from NY to GA.

d. On Tuesday, June [redacted], David (Highlawn Moving and Storage) called to tell us that our HHG would not be delivered until Wednesday, June [redacted].

e. In the morning on Wednesday, June [redacted], David (Highlawn Moving and Storage) told us via phone that the movers would not arrive with our HHG until 8pm to 10pm on June [redacted]. I called the phone number for the movers that David provided. The movers confirmed that they would arrive between 8pm to 10pm. At 7:30pm, I called the movers who told me they were 2-3 hours away (170 mi.). At 10:15pm, I called the movers; they told me they were 1.5 to 2 hours away (93 mi.). The movers finally arrived at 12:17am on June [redacted], 2015.

f. This constant changing schedule for delivery, even within hours of arrival, made it impossible to plan. This also caused a considerable, unexpected financial burden since we had to spend 100’s of dollars on air mattresses, cooking supplies, and bare necessities while we waited for our property to arrive. If Highlawn Moving and Storage employees had simply given us a timeline we could follow, we could have planned around that. Instead, we traveled far ahead of when we had to since David and Susan failed to manage the logistics of our move and failed to properly manage our expectations. If they had told us at the time of creating the contract that we would have to wait a week, then we could have waited to travel down to GA. At the least, my pregnant wife and mother-in-law could have waited. Instead, my mother-in-law took off a week of work (June [redacted] to [redacted]) in order to be there to help us settle in. Her trip was mostly a waste of time and resources for her since we waited for days for our property. David and Susan should have been honest about the timeline for when our property would arrive.

4. Our HHG’s were damaged.

a. Dining room table had a large gash on top of the table. Highlawn Moving and Storage is responsible for this damage.

b. Antique piano received multiple scratches and chunks taken out of the wood. Highlawn Moving and Storage is responsible for this damage.

c. Shelves were damaged with stains. Highlawn Moving and Storage is responsible for this damage.

d. Bottom half of China cabinet (whole China cabinet was originally $6,000) was damaged with a chunk taken out of the front corner. Highlawn Moving and Storage is responsible for this damage.

e. Three antique crystal bowls were chipped and cracked on the rim of the bowls, ruining them beyond repair. Highlawn Moving and Storage is responsible for this damage.

f. The handle on a Lenox China pitcher ($140.00) was chipped on the handle. Highlawn Moving and Storage is responsible for this damage.

g. A small Lenox China saucer ($18.00) shattered. Highlawn Moving and Storage is responsible for this damage.

h. Tall dresser was damaged by movers’ packing tape. Highlawn Moving and Storage is responsible for this damage.

i. The large leather ottoman trunk (We just purchased in May for $120.00) received a rip in the leather on the top corner. Highlawn Moving and Storage is responsible for this damage.

5. Some of our HHGs were lost by Highlawn Moving and Storage during the move:

a. Two Lenox China bowls ($48.00 each) were missing from the set. They were packed with the rest of the set.

b. A box with multiple items must have been broken open and scattered in the moving truck. The movers handed us a few items that had been in the box, but were found loose in the trailer. The items found were a picture of my wife, my brother-in-law, and their late maternal grandparents in its small frame. Two make up brushes were found. Items lost were:

i. An important photo of my wife ([redacted]) with her mother ([redacted]) and late grandmother ([redacted]). This was the only copy of this priceless photo we had.

ii. All of my wife’s Mac make up and 11 of my wife’s Mac makeup brushes. (The cost to replace would be $350.00 not including taxes and shipping).

c. A box of dried food: pasta, cereal, canned goods, and other non-perishables.

We already submitted a claim to the company directly which they acknowledged on August [redacted], 2015. They said they would contact us again within 30 days with reference to an amicable resolution and a reasonable settlement offer. After nearly two months, we have not heard from them at all or received any settlement.Desired Settlement: We deserve a considerable reimbursement for the property damage and loss which this company is responsible for, not to mention the ridiculous attempt to steal food from our home. I have before and after pictures/video of the property as evidence for my claim.

Business

Response:

Hello

Dear Mediator,In

response to the complaint filed please note:1. With

regards to the alleged theft from the garage freezer, we have conducted our investigation

promptly and there were no findings to the allegations.2.

Delivery was done in accordance to the signed contract. The shipment was

delivered within the 7 business days.

The shipment was picked up on June [redacted] 2015 and delivered on June [redacted], 2015. This is the [redacted] business day. This

load was a non-exclusive load, and, the delivery time frame was 4-7 business

days as disclosed on bill of lading.3.

Damage claim – Customer submitted a list with items damaged. Some of the

mentioned items conditions were originally scratched which were notated on the

inventory list at time of pick up and the costumer acknowledged this with their

signature. The claim was processed and

settlement offer was sent to costumer. We have not received the signed

agreement.Please

contact us for any further inquiry.SincerelyHighlawn

Moving & Storage Inc

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: 1. This company is lying. The man

that I have been dealing with at Highlawn Moving and Storage is David [C[redacted]].

I spoke to him this week and he told me they suspended the individual that we

told them had attempted to steal food from us. He also tried to downplay the

fact that he had tried to steal from us. He said, "it's not like they

tried to steal something from inside the house." I said, "No, that's

exactly what he tried to do." Highlawn Moving and Storage seems to show no

remorse for this happening. It's like they don't care about their customers or

the fear that such an event instills in us. We were terrified they were going

to steal more from us after this. Plus we were afraid of what kind of people

this company is willing to employ if this is the kind of behavior they show. 2. Delivery was not in accordance

with the contract. Highlawn Moving and Storage also delivers on weekends, which

makes Saturday and Sunday a business day. Therefore, they were two days late. 3. I did not have the chance to sign

the inventory that they put together. The movers for Highlawn Moving and

Storage marked every single listed item as scratched. Even brand new furniture

that we had just recently purchased they marked scratched. They lie about this

to cover their own liability for damages. The movers had another family member

sign the contract instead of waiting for me to return home from court. I

arrived minutes after they left, but they seemed to be in a rush to leave

(probably because they were caught trying to steal from us) and to have my

mother-in-law whose second language is English sign the contract rather than

waiting a few minutes to have me sign it. I told them to wait for me because I

would be home shortly, but instead they had her sign the contract and leave. I

think they knew that if I saw the list of items and how they marked everything

as having scratches that I would have disputed this from the beginning. In

regards to to the damages, this company is unfairly producing arbitrary partial

weights for items in order to try to pay us less of a settlement. If they had

been careful with our items in the first place, there would not be any damages

to consider. They need to take responsibility for the damages and provide us

with a reasonable settlement. The $203 they offered in the settlement offer

does not come close. Sincerely, [redacted]

Business

Response:

Dear Mediator, The shipper opted the 60 cents per pound per article which

the claim was processed according to the moving contract and its limitations. The costumer who signed all the documents also signed the inventory list with the items marked scratched. This claim could have being denied base on the documents signed but we chose to offer courtesy settlement for costumer service issues only as pre-existing conditions noted. Offer for settlement was sent to the costumer. Please see documents attached. SincerelyClaim Department

Review: I'm a ** year old [redacted] man I paided them to move me fromm one address to another right up the block, one year before they had move'd me to [redacted], the same property, they only move'd part this time and left me to hire some other people to finish moving the rest of my property. they wouldn't unload our things until we pay them in full, I ask the movers about the rest of my things and they demanded another 402.00 but we didn't have it so they left, and left my family and I , in need for further help, which we really couldn't afford. they offered me 180.00 to compensate me, but I lost a lot more than that.Desired Settlement: I lost over 453.00 in valuble fish, my tank hood was cracked, my wifes cups and bowls were broken, our refridgerator doors were left off, and our food went bad, I need to talk to an investergator, and my witness's and they will speak on my be-have

Business

Response:

Dear [redacted],

We would like to advise that we have responded to this claim with a courtesy settlement offer of $75.00 which is given on a courtesy basis only as claim was denied for no proof of damages provided. Shipper did not provided any proof of damages e.g photos etc to our office per request.

Our office never at any given time offered the amount Shipper has claimed. This statement is fraudulent.

Shipper was also advised on the move day that movers were not

responsible for live pet/animals of any kind and Shipper transported his

fishes on his own.

As per the claim of Shipper refrigerator door being left off and broken bowls and cups, our office was not advised of this any any time during or after the move.

Sincerely,

HIGHLAWN MOVING & STORAGE, INC

Business

Response:

Dear [redacted],

As per our previous response to this claim, as

stated this claim is fraudulent. There was no packing services requested

by Shipper or provided by our company. All packing was done by the

Shipper, contents and conditions of such unknown. Highlawn Moving has

performed all it's services it was contracted for in full and Shipper

was charged only for the services it was contracted to perform. Once again we would like to state Shipper never advised our office of his refrigerator door at any time during or after the move.

When

the movers arrived at the Shipper's residence there were 40% more items

than what Shipper had instructed our office, Shipper was advised that

if we are to move additional items the price would need to be revised.

At that point Shipper indicated he had no money and agreed he would move

the additional items on his own, accordingly which he did. Contract was completed in full.

Please note also: Alleged claim of damages was processed on a courtesy basis only

and not based on the contracted terms of agreement, despite the fact we

never received anything in writing neither did we receive any pictures

of damages as claimed, of which Shipper was advised.

Our company

works very hard to maintain it's good standing with all it's customers

and hence the reason we offered Shipper a courtesy settlement for his alleged verbal claim.

Sincerely,

HIGHLAWN MOVING & STORAGE, INC

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:

they are not telling the truth, I tried to inform them on 10-**-13, and no one would respond to my calls, like I had mention early in my complaint

I have witness's to everything I had complaints about. would you like to speak with them? I also had someone with me when david made the offer of 180.00 to settle

this dispute. which I took as an insult, this is the third time I delt with this company, and will be the last time.

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

Sincerely,

Highlawn was recommended to me by a friend for a move within Manhattan. I received an excellent service both from the sales and admin staff and from the men in the day. The packing was carried out with care, the loading and unloading were very prompt. I will not hrsitate to use Highlawn again for future moves.

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Description: MOVING & STORAGE COMPANY, MOVERS, STORAGE-HOUSEHOLD & COMMERCIAL

Address: 5620 1st Avenue, 4th Floor, Brooklyn, New York, United States, 11220

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