ComplaintsforHilldrup

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction Date: June 9, 2022 Estimate:$5840.86 Refined Bill: $8521.68 Dispute: 1. Estimated very low to get contract, estimated weight versus actual weight was 50% greater 2. Company is not accepting responsibility and paying for all damage occurred during the move Resolution:I have had many email and phone discussions back and forth with the company and item 1, they have not tried to resolve accept provide a small customer service cash adjustment Regarding claims company will not accept responsibility for all damages Account: Contract Number: H93-56-2 Detail Complaint:1.A virtual walk thru was done to provide estimate. 2 other estimates were obtained and based on Hildrups estimate we chose them. ******* would not have been chosen if the estimate was 25% higher. I felt they estimated low in order to get the contract and it should not have 50% higher than the estimate (est. **** vs act *****), Estimate should have been more accurate. This is a bad business practice to get the contract.2.They are not accepting responsibility for the damage they incurred.We had purchased a new Washer and Dryer for the new place and due to covid supply issues and availability after the move. Purchased from Costcos and removed original packaging, left in plastic covering and protective styrofoam. Units were inspected for damage and taped back up for protection. When the movers came it was inspected again and shown no damage. When delivered damage to washer was had occurred. Movers are saying the washer was in original packaging and could not tell if there was any damage and therefore refusing to accept responsibility. This is my big issue where I want them to replace the washer and they refuse. However, the dryer and washer are a set. If they cant get the same washer model then I want them to replace the entire set and not have a mismatched set.

  

  Business response

  10/25/2022

  Upon further review of the issues raised by **********************, Hilldrup can offer additional information, based on our records and interactions to resolve this matter. Our move estimates are subject to change based on the actual weight of the customers household goods. This is specified in our contract,which ********************** signed. Our virtual survey representatives are trained to offer the most accurate estimate they can, but they are not able to provide an exact estimate.
  
  According to our crew members about the washing machine, the appliance was packed prior to the move (not by Hilldrup), and as such, any damage would be considered concealed damage since the crew was not able to inspect it. Upon delivery, the packaging was removed, and the damage was identified. However, it is impossible to determine when the damage occurred, specifically, if it was already damaged before our team took possession of it. We have issued a check for $250 to address Mr. ********** concerns, and offered an additional $300 check, which he refused, asking instead that the claim be sent to our insurance company, which we have. We apologize that ********************** has had such a frustrating experience, and our team continues to be happy to discuss this matter with him further if necessary. He is encouraged to reach out to our Customer Assistance Manager, who can be reached at ************.

  Customer response

  11/22/2022

  
  
  

  I wish to reopen this complaint based on the following reasoning.

  
  

  I had missed the response notification from the business to respond.   Since then, as stated in the business response, I have contacted the business to readdress the issues and continue to work with them to have a satisfactory outcome.  I have tried to work with them exhaustively to address my concerns.  Reaching out this final time, they stated they would not escalate the claim any further unless I pay the cost related to the weight increase.   I paid that amount to proceed.  *********** sent the claim issue to their insurance company.   I didn't hear anything for 3 weeks and called back to get an update.  Hildrup representative ******* was suprised that I was not contacted and she provided me with a contact for the insurance company rep for me to reach out to.  I left a message for the rep and did not get any response on 2 separate attempts.   I contacted Hildrup rep again and they finally provided me with a response stating the insurance came back and relayed no additional amount would be provided and they sided with Hildrup.     

  
  

  The moving team lied about how the washer was packed in the original packaging.  There was only plastic sheathing remaining after the original purchase delivery. During the packing of the moving truck, the team member stated they would add additional packing material to better secure and protect the washer and dryer units.   If the washer and dryer were in the original packaging (Cardboard Boxed, styrofoamed and plastic wrap and fully protected), there would be no reason to protect the units any further.  

  
  

  Again, going back to reviewing the units with the moving team prior to them touching the units and confirming no damage has occurred with units and them causing damage to the washer, I wish to reopen the complaint.  

  
  

  Please let me know if that will be an option to reopen this complaint.

  
  

  Thanks Rich

  
  

  --
  

  
  

  Helping companies meet business objectives and impact growth using my experience and excellent project management abilities.

  
  

  *********************************, PMP 

  IT Professional / Leader in Project Management

  C: ************.

  
  

• Initial Complaint

  01/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company has inaccurately billed me and continues to harass me for payment. The day before my move, I provided my credit card to pay the outstanding balance of $606.38. Two weeks later, they send me another bill for $******. I told them I was paid in full before my move and there is no way there can be overage charged. Two weeks later, they send me another bill for $******, which doesn't reflect the original payment of $******. I have explained to them over and over that I was paid in full and their invoices are not legible for the customer. They claim it is storage overage, but they can't explain how I was paid in full the day before and then suddenly have charges. Their billing is inaccurate and they are preying on individuals who can't defend themselves. The attached email exchange shows what was owed, what I paid, but they didn't include the $******. I have attached the charge on my credit card statement.

  

  Business response

  01/13/2022

  Upon further review of the issues raised by Mr. *********, ******** has confirmed he does not have any remaining balance due. Unfortunately, there were some internal discrepancies concerning various fees; however, Mr. ********* has paid for everything outlined in his estimate. ******** will absorb the additional fees and apologizes for the confusion and frustration experienced by Mr. *********.

• Initial Complaint

  07/31/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I had an interstate move from Ohio to Maryland which was operated by Mayflower (Armbruster moving and storage) in Ohio. The movers were supposed to come on July 8th at around 3 pm but did not show up until 7:30 pm. The movers did not assemble my furniture pieces as said in the contract. They were also complaining about how late it got and were saying that this is not their fault to be late. I tried to reach the Hilldrup company but no one was picking up the phone. I reached out to Mayflower in Ohio to ask them to reach out to Hilldrup, but there is no answer whatsoever. I would like to be refunded by the part of the service which they did not complete.

  

  Business response

  08/06/2021

  We appreciate ******** ***** feedback and sincerely apologize for the issues described as this is not the level of service that is expected nor deserved. Looking further into the move details, Hilldrup did give an estimated arrival time of 2-4PM. Unfortunately, due to a backlog of moves that were taking place that day and labor shortages which have impacted our industry nationwide, our crew was unable to arrive until 7:30PM to ********** residence. We apologize for this delay and for the lack of communication between our team and ********. We’ve escalated ********** complaint of furniture not being re-assembled with the appropriate team members. We would be happy to discuss ********** move, concerns and refund request further to offer a solution. Our Vice President, Residential Sales & Customer Experience can be reached at ***** ********* Thank you.
  
  

  

  Business response

  08/11/2021

  We appreciate ********** follow up to our conversation. Our Customer Service team spoke with ******** and understands her request for a refund for the portion of the move that was not completed. Because Hilldrup did not book this move, the refund would need to be requested from that party, rather than from Hilldrup. We would strongly recommend that ******** reach out to the booker of her move to move forward with the refund process.

  Customer response

  08/16/2021

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Hilldrup did not do the deliver for free according to Mayflower. Hilldrup is responsible for any issue with the delivery in Baltimore. 

  
  Regards,
  
  ******** ***
  
  
  
  

  
  

• Initial Complaint

  07/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Invoice Number ************* ***** ****** ****  On January 3, 2021, and March 24, 2021, I mailed a letter to United Van Lines, One United Drive, Fenton, MO 63026 inquiring about how the Household Goods Detail of Actual Charges dated November 20, 2020 was calculated. On April 30, 2021, I submitted an inquiry on United Van Lines website. To date I have not received a response to any of my inquiries.

  

  Business response

  07/21/2021

  We appreciate Mr. ****** comments and apologize for any delay in communication.  Our Customer Service Manager has been in contact with ****** *** *****, and a representative will be reaching out by the end of the day today, July 21st, to explain the charges and answer any questions Mr. **** has.  At that time, if there are any further questions that the team at Hilldrup can help answer or facilitate, please let us know.

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