Hilford Moving & Storage, Inc.

stated by the Business
Dear Customer,
We
have fully reviewed your claim
We regret to inform him that we are unable to accept liability for the claimed items for reasons as follows, as he has known since he has gotten numerous letters and numerous phone calls, where proper explanations were made concerning his bill.
2) He did not state there were any physical damages to any cartons on the delivery inventories
3) Additional items were added after the formal estimate was written, causing additional timeThese he added from Los AngelesHe also wanted two trucks to deliver him out of storage and do a local move in one day, this added additional costHe added an entire extra vault of items(Not in estimate) that was stored for months at Hilfords that he has refused to pay forHe had that vault stored for free all that time
4) No items were reported lost or damaged on the receipt of your items, and your inventories were signed as having been delivered
5) Part of his cost was shipping items to Russia at a cost of $payable to Arrow Forwarding, Diamond Worldwide Relocation, not Hilford Moving and Storage
6) The Customer has spoken to *** in our claims department on numerous occasions explaining his billingHe has also spoken to our Vice-Pres, *** several timesHe has used abusive language to our vice-presidentHe has never spoken to our President, whose name he does not knowHe has been treated respectfully again and again, but refuses to accept his charges trying to get his moving and storage charges reduced that he is responsible for.
7) We would be willing to sit down and explain his charges again in person if he would use appropriate language and if he would allow us to talk
8) He has not paid his charges of $Per CAPublic Utilities commission all charges need to be paid prior to claims settlement
We sincerely regret that the above findings could not be more in his favor, but trust he will understand our position in this matter
Hilford Moving and Storage

Complaint:
I am rejecting this response because:
I requested information on how to handle the claim immediately after
the move from Hilford. *** informed me a claim form must be completed
and she mailed us the form. I informed *** the floors were going
to be fixed by Channel Islands Flooring the next week, since they were already
going to be at our home to finish the installation of the staircase. We
completed the form promptly before repairs took place and submitted it to
Hilford before September 2nd. When asked if
it was okay to proceed with the floor being repaired, the Hilford employee said
this was fine Never was there a mention that an inspection by an
additional Hilford employee was necessary or that we would be required to have
the repairs completed by a contracted Hilford "wood restoration
person". Nor is this the
policy stated in the literature your representative provided (Important
Information For Persons Moving Household Goods)
However, the day we moved, ***, the Hilford moving crew leader,
(along with the rest of the crew) was present to witness the hardwood floor
damage and acknowledged the floor was in perfect condition before the move
Since the moving crewmembers are Hilford employees and saw the floor
damage, your company was indeed able to inspect the floors before repair
A wood artist called us on behalf of Hilford after the claim was
submitted. When the damage to the wood floors was described, the artist
said he would not have been able to fix scratches that deep and a board
replacement was necessary (which he could not do, since he was a wood artist
who only handled small touch up).
Your “wood restoration person” said he would be unable to fix the
damageYour "rational" of an inspection not
occurring before repair is not justified to refuse acceptance of responsibility
and reimbursement of the full cost of repairs. The crew saw the damage and your staff was aware repairs
were scheduled to take place. Your
crew caused damage to our brand new wood floors and the cost to have the damage
repaired to the original condition was $700. You owe us $It is as simple as that. Please do the right thing and accept
responsibility for the full cost of repairs for the damage caused by Hilford
Regards,*** ***

Some of crew members are rudeDamaged many of my antique items: i.elamps, candle holder, collectible wine glassed, Also damaged my hardwood floor, cabinet door, and missing a floor lamp
I'm still unpacking and I'll keep an update once I found more
I don't want anyone to have to deal with this company again

In response to this claim. a full review of this claim was done in Oct. and responded to. Mr. [redacted] has already recieved this letter.We regretfully had to inform him that we were unable to accept liability for the claimed flooring for the following...

reasons.
  
 They had their floor repaired on 9/3/14, not allowing our company to inspect the damage or have our wood restoration person repair            the damaged floor.
However as a goodwill offer and because we sincerely regret that they had damages to their floor, we sent them a check for $350. (three hundred and fifty dollars) as a goodwill gesture and for the full and final compensation for this claim.
Claims dept.
Hilford Moving and Storage

Review: On May 3, Hilford Moving & Storage moved our belongings into our new home at 3375 Dove Canyon Drive, Oxnard. Today, over 2 months later, now July 10, my wife and I have been trying to meet with Hilford Owner ([redacted]), Manager ([redacted]) and Billing ([redacted]) to resolve our final bill. Hilford has overcharged us without proper explanations, then changed the bill later to include more charges. We are certain their bill is incorrect, yet Hilford has told us is that the bill is correct. Owner-[redacted] instructed me by telephone to write down our issues and explanation and that she will get back to us. We wrote a polite 13 page letter explaining the incorrect billing, horrendous service issues, missing and damaged items. We never heard back from her even though we have sent a certified letter to her, numerous emails, and messages...none were returned.Manager-[redacted], told us that she handles all Hilford operations; has refused to meet with us for explanation on the final bill. Initially, we told her we were overcharged, one week later she came up with a new bill without explanation, and states that we were undercharged and that we owe more. She keeps referring us to their billing department, [redacted], saying that she does the calculations. We have been trying to set a meeting with her. Billing-[redacted], is apparently an independent contractor or employee that comes in only part-time due to her full time job as a manager at CVS. She told me 2 weeks ago she would meet with my wife and I so we could see where Hilford made the errors and billing. She has not followed up, nor returned any of our phone messages or emails.This has been unbelievably ridiculous. We have paid Hilford close to $20,000 this past 18 months. We have not done anything wrong, yet we are treated as if we are an enemy, and the Hilford Owner, Manager, and Billing rep have done absolutely nothing to try to resolve this with us. All we want is to sit down with them so we can clarify our final billDesired Settlement: We know that we were overcharged, yet Hilford has refused to schedule a time for my wife and I to meet with them. We do not understand why Hilford has been so unhelpful and rude to us!We believe we are entitled to a "face to face" explanation of their overcharges and other issues that the owner requested from us, and that we took the time to provide to her.If the Revdex.com would also like to see the full complaint, I can provide the 13 page letter that was sent to Owner, [redacted].

Business

Response:

CF-As stated by the Business.

Dear Customer,

We have fully reviewed your claim.

We regret to inform him that we are unable to accept liability for the claimed items for reasons as follows, as he has known since he has gotten numerous letters and numerous phone calls, where proper explanations were made concerning his bill.

2) He did not state there were any physical damages to any cartons on the delivery inventories.

3) Additional items were added after the formal estimate was written, causing additional time. These he added from Los Angeles. He also wanted two trucks to deliver him out of storage and do a local move in one day, this added additional cost. He added an entire extra vault of items. (Not in estimate) that was stored for 18 months at Hilfords that he has refused to pay for. He had that vault stored for free all that time.

4) No items were reported lost or damaged on the receipt of your items, and your inventories were signed as having been delivered.

5) Part of his cost was shipping items to Russia at a cost of $7063.00 payable to Arrow Forwarding, Diamond Worldwide Relocation, not Hilford Moving and Storage.

6) The Customer has spoken to [redacted] in our claims department on numerous occasions explaining his billing. He has also spoken to our Vice-Pres, [redacted] several times. He has used abusive language to our vice-president. He has never spoken to our President, whose name he does not know. He has been treated respectfully again and again, but refuses to accept his charges trying to get his moving and storage charges reduced that he is responsible for.

7) We would be willing to sit down and explain his charges again in person if he would use appropriate language and if he would allow us to talk.

8) He has not paid his charges of $644.95. Per CA. Public Utilities commission all charges need to be paid prior to claims settlement.

We sincerely regret that the above findings could not be more in his favor, but trust he will understand our position in this matter.

Hilford Moving and Storage

Review: Hilford Moving Company scratched our brand new hardwood floors that were installed the day before we moved into our new home. We submitted a claim for reimbursement of the cost ($700) to Hilford, but received little communication despite numerous phone calls regarding our claim. We finally received a check ($350) for part of the repairs, but are seeking full reimbursement. We are holding this check in hopes of receiving a check for the entire $700, which is what we already paid for the floors to be repaired. Please see the letter we sent to Hilford for further details. We also attached documents showing they received this letter and have provided no response. The invoice from Channel Island Flooring showing we paid in full is attached. Also attached is the letter from Hilford claims explaining they reimbursed us for half the repairs. The additional coverage referenced in their letter was for items the company moved not the floor. The note regarding the floors being repairs on 9/3/14 is true, but an employee said we could have Channel Island Flooring repair the floor and the movers did inspect the scratches on the floor at the time of the move.Desired Settlement: We would like a refund of $700 for the full cost to repair our brand new hardwood floors damaged by the moving crew.

Business

Response:

In response to this claim. a full review of this claim was done in Oct. and responded to. Mr. [redacted] has already recieved this letter.We regretfully had to inform him that we were unable to accept liability for the claimed flooring for the following reasons.