ComplaintsforHighlawn Moving & Storage, Inc.

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Highlawn Moving and Storage for a long distance move. Almost all of my propert was broken, scratched or damaged. I had a physical inventory walk through with a representative and given a binding quote. A few weeks later, I decided to remove items to reduce my cost of the move. I received a lower revised quote. When the movers arrived and packed all of my items on the truck, they told me after they finished, that it was $1,000 more. I explained that I removed items and showed the ******* the revised quote. He asked how much I was tipping him and then said he would reduce my price if I tipped him $700 saving me $300. Clearly I was being held hostage if I didnt pay. After a call to the office they told me that they could not stack my furniture properly and the cost was more. This was after a rep did a complete inventory check. This was clearly a Bait and switch. They demanded payment in cash to complete the move. So even though I removed items and got over a $1,000 deduction, they added $1,000 more when picking up even though I had less items. I would like to recoup the damage to my property and there needs to be some sort accountability. The claims department said that they would review my claim and it will ***********+ weeks to even determine if they will even replace anything. Binding Quote Order #******* Approximately $5600 Price on moving day $6,039 Plus Tips $500 to reduce to the moving costs

  Business response

  06/29/2022

  Dear Moderator, We are very sorry for the above customer dissatisfaction. We have contacted her and acknowledged receipt of her claim immediately upon receiving it. A settlement offer was sent to her awaiting her response. Thank you for your help in this matter.

  Customer response

  07/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  **** called me on Saturday, July 1, 2022, and there was no agreement met as **** said he was going to come back to me with a higher settlement amount once he discussed the amount of $500 or more with the owners. 

   

   

   

   

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

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business response

  07/19/2022

  Dear Moderator, with regards to the customer's claim of over-charge on pickup date. This claim was thoroughly checked. Additional boxes and items that were not on the original quote and inventory were added and created additional volume which was calculated based on the original quote given. Customer understood and agreed to move the additional items. With regards to the settlement offer which was rejected, we are limited by the coverage that governs this move and signed moving documents. The settlement offer was calculated accordingly however, for customer relations and in good faith we have offered an additional courtesy compensation. We have emailed the customer a revised settlement agreement, once we received the signed document payment will be sent.

  Thank you for your help in this matter

  Claims Department

  Highlawn Moving & Storage, Inc

  Customer response

  07/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
   
  
  

• Initial Complaint

  08/31/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The Highlawn Moving rep called us (original mover works with them)and set up for a Monday 8/2@8:30am pickup. They arrived on time and were very professional. We then agreed to a price, which included delivery to Miami between 8/6-8/9. I informed the rep that they couldn't delivery with a 18 wheeler to the building. He agreed. We signed the contract and I gave deposit and the rep wrote "binding" next to price. Then he started delaying the delivery date. First the truck broke, then there was no driver, then the other driver had Covid etc. Finally, they shipped it to Miami in 18 wheeler, but said we had to pay an extra $450 for them to reload onto small truck. I had no option as they had my belongings. Eventually, they delivered the items on 8/20 (2 weeks late). The final delivery people also demanded an extra $150 as "it was too long a walk from street to elevator". I feel that they didn't keep to the agreed contract and price. At the minimum, I should get my $450 back.

  Business response

  09/21/2021

  Dear Sir/Madam, We are sorry to have become aware of the customer's claim mentioned here through you as he did not reach to us prior to contacting you. We have contacted the customer and we hope to resolve this as soon as possible. Thank you for looking into this matter.

  Customer response

  09/22/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   I informed **** *****, who is the mover’s sales rep, prior to the finalization of this move and bill, that it was wrong and in violation of our contract, to charge me more than the agreed upon amount  

   

   

   

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

  
  Sincerely,
  
  ***** *******  
  

  Business response

  10/23/2021

  Dear Sir/Madam,

  This claim was resolved with the customer. Payment is in process to be mailed this coming week. Consider this claim resolved and closed. 

  Thank you for your help in this matter

  Claims Department

  Highlawn Moving & Storage, Inc

  Customer response

  10/25/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolved because:

  while the company did reach out and offer me a settlement, it was only half of what I requested. While I appreciate what was offered and I did accept that amount, but I would've been totally satisfied had they paid me the full amount that I feel was outstanding.

   

   

   

   

   

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

  
  Sincerely,
  
  ***** *******  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩