ComplaintsforHill's Van Service of Marion County

• Initial Complaint

  06/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We used********** to move from Pennsylvania to Florida. Our belongings were packed in Freedom, PA, by*************** of Aliquippa, PA, on May 10, 2022.. We had no issues with the packing. Because*************** did not have a driver and had to use another mover from a network (which we were not aware of - we were told the driver was local to PA), Hills Van Service of Marion County somehow got involved in the move. The driver and someone who called from********** of Ocala, FL, told us that our belongings would be delivered 7 days later to Estero, FL. When the driver arrived, two other individuals in separate cars also arrived. The three people did not know one another and introduced themselves. Then began a frantic unloading. We made it easy on the movers to just put all boxes in groups in the garage. All that was left were 2 Sleep Number beds and the furniture, which was not an entire house. The bottom layer of the beds, covering the box springs, were placed in a dresser drawer and noted on the inventory sheet. The brace for under the dresser was also placed in a dresser drawer. After so quickly unloading and reassembling the beds, the movers left and driver left. Instead of reattaching the dresser brace, which I reminded the movers about at least 3 times, they tossed it under the dresser and left the very bottom layer of the Sleep Number beds in the dresser. So we (2 70-something seniors) had to move the king mattress to reassemble the dresser ourselves. And after the movers left, we found 3 boxes in the garage (glass shelves) that we paid to have reassembled in the curio. Not completed. ************** has contacted Hills Van Service to arrange for someone to come out to attach the brace to the dresser and to compensate us for not assembling the beds and 7-shelf curio. Hills Van Service was to contact me and never did, and it has been over a week since I notified***** of the unsatisfactory unloading of boxes and furniture.

  Business response

  07/12/2022

  Business Response /* (1000, 5, 2022/06/08) */ She stated as of 6/7/22, no one from Hills Van Service had contacted her. I personally contacted Mrs. ****** on 6/6/22 to discuss the flooring. Mrs. ****** informed me she did not want the floor in the master bedroom inspected or repaired. We also discussed her issues as referenced in her complaint. Her binding estimate indicated a load date of 5/10/22, with a delivery window of 5/14/22-5/23/22. This means it will not be delivered before 5/14 and must be delivered by 5/23. We delivered her goods on 5/17/22, which was within the guaranteed window. The ICC determines duty hours of our drivers, not the shipper and as long as it arrives within the window, we are compliant with interstate hauling. In regards to the other items in her complaint, her booking agent has forwarded the claim form that she has filed and we will address her claim as determined by interstate tariffs and her valuation protection selection on her Bill of Lading. We have also arranged for a contractor to contact Mrs. ****** to re-connect the dresser bracket. Consumer Response /* (3000, 7, 2022/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. I did receive only one call as of this date, which occurred on 6/6, from a woman at Hills Van. She stated she only wanted to discuss the flooring and no other issues that should be addressed to ************** of PA (mover on the front end). I explained that we had luxury vinyl tile that was "floating," and I would accept the expertise of the installer from 6 months ago, not someone that Hills Van sent out. Most importantly, I already spoke at length with the installer who stated that an entire section of the floor would have to be removed for this repair. One piece of floating plank can't swapped out for another piece. Consequently, I advised ************** on June 3 that I would not pursue damages to the floor. **** stated they would inform Hills Van Service to disregard the flooring. 2. I mentioned the issues of the two Sleep Number beds not being reassembled correctly as we paid for. And we found the curio shelves still in boxes, leaning against the safe in the garage. We did not discuss these issues as the representative from Hills Van stated she was only calling to discuss the flooring and that I needed to file a claim with ****. ************** would then communicate the amount to Hills who would ultimately settle this claim. 3. I simply mentioned the week that it took for the driver to get from PA to Florida. I suspected that the driver spent the weekend at his FL home since he mentioned personal issues on the day of the move. I did not expect compensation. 4. On June 7, I notified ************** (Alex P*****) of my phone call on June 6 from Hills Van. Alex P***** later informed me that after discussion with Hills Van, they would be handling my claim/compensation for the two Sleep Number beds and the 7 glass curio shelves that were not unpacked and reinstalled as paid for. Since the June 6 call (the only call) regarding the flooring, I have heard nothing from Hills Van Service, I have not received a claim form for the issues that weren't handled, nor have I received a phone call from any contractor to connect the dresser bracket. I have attempted to contact someone at Hills Van for the past two days. Business Response /* (4000, 10, 2022/06/13) */ 1. We received the claim form from **** Moving and are in the process of settling her claim as listed on the claim form 2. The contractor contacted Mrs. ****** and according to his conversation with our dispatcher, Mrs. ****** informed the contractor she would not allow him to attached the bracket to the dresser unless he removed the bed in the room. It does not require the bed to be moved to replace the dresser. bracket and the contractor refuses to move the bed, it is not part of the claim 3. No claim can be filed or compensation paid for an order that arrives in the delivery window, which she signed and agreed to. 4. I am working off site, so all correspondence with Mrs. ****** will be made via US Mail. 5. Her claim settlement will be mailed on 6/14/22. 3. Consumer Response /* (4200, 12, 2022/06/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Number 2 is completely untrue. I never told the contractor that the dresser had to be removed from the room. I stated that the mirror would have to be unscrewed before the dresser was turned on its side. The contractor thought he was hired to attach the mirror and knew nothing about the brace. He asked that I remove the drawers, which I agreed to. He was going to talk with Hills and get things corrected, then call me and come out on Saturday which he never did. I'm not sure why we are still discussing Number 3. Finally, after not hearing from Hills for over a week after making repeated calls, I contacted **** in Aliquippa, PA, since they were the company I contracted with for the move. **** (Alex P*****) agreed to come up with a price for the shelves not being unpacked and installed and for the Sleep Number beds not being completely reassembled. Alex asked if I knew of a local handyman who could attach the brace. I told him I would get that quote. It should be noted that the handyman came yesterday, 6/14, to give me a quote and reattached the brace while he was here. He will be providing an invoice. This needed to be done whether or not it is paid for as it should be. Business Response /* (4000, 14, 2022/06/22) */ Customer has been reimbursed $31 for the repair of the dresser bracket. I did not learn she had this done until 6/21/22. Consumer Response /* (2000, 16, 2022/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) We accept the company's resolution and await the second check for $31.

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