ComplaintsforDiggs Haul Incorporated

• Initial Complaint

  05/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I contracted DH to move my family 9 hours south of our current residence at the time. When we were loading up the trucks, I believed we had a residence we were moving to. Long story short, we didn't. I asked if they could take our things to a storage facility about 1 mile from the residence address provided as destination. They accommodated. I let them know that about 98% of our things would stay in storage and a few things would be making their way to our temporary residence. They filled two 25' by 10' storage units worth of our things. They were aware that we would not definitely know the condition of our things until we found a permanent residence. About 1 month later, when we were ready to move to our permanent residence, we found so many damaged collectibles, scratched furniture, broken furniture, frames, lamps, crushed boxes and shattered glass items. When I reached out to try to rectify this, I was told to sent pictures. I did. Then I was asked to fill out a form. I did. Then I left a negative Google review and the response I got was that my family and I moved items on our own to the residence and WE damaged our own things. Not true. I have emails, and text threads between myself and Alex (the person who I contracted) and myself and Monroe (the actual lead mover who drove truck #1 which speak on where the items were going, how long they would stay and then what I found upon unpacking the storage units. This company also charged me thousands of dollars more than we agreed upon and said they needed a 3rd truck, which they did provide but upon them arriving at our destination, it was very obvious that it was not needed. I paid every penny they asked for, but at the end of it all, I realized what a scam it was. Other companies would have charged me the same and given me way better service. I would hate for more people to fall for what Diggs Haul puts up as a front. (I have lots of pictures)

  Business response

  05/08/2023

  Hello, first and foremost we want to address the “scam” comment.

  There are three instances in this review that are false. 
  

  Does the client have the photos of the three trucks when they were opened at the destination to show in fact that we absolutely needed all three?

  Was the claim form filled out correctly with photos sent to the proper company email?

  Was there receipts or estimates sent?

  She was never scammed and every step of the way we communicated with her. When we added the additional truck she was only charged what the truck cost and the expenses which was 2k less then what we usually charge. We also gave her the option to add the 3rd truck herself and she declined. She could have simply said no. As far as the claim form the claim form was submitted but there were no photos sent to our email which is what is required she did send two photos to the managers phone none of which showed anything damaged except for a vacuum cleaner. We informed ***** that if she further wants a resolution she could reach out to us directly and she has not done so in a few months. We also explained to ***** that the compensation that she would receive would only be based on the contract and the coverage that she had. A resolution can still be had but saying we scammed her is in fact defamation based in what was said and that has to be resolved first. She can reach back out to Alex directly for more correspondence. 

  Customer response

  05/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  it makes no sense. I did sent pictures and I did complete the form but there was no way to attach photos on there. I have 12 photos that show damage to several frames and my dining table. When I submitted my initial complaint, there was not enough space to accommodate all of my photos. I also have screenshots of texts and call logs. The company was aware of where my items were going and how long they would be staying there. I am an honest, hard-working person who would not try to lie about who damaged my things. Other items were damaged that I am not trying to claim because I know the condition they were in prior to the move.

  If Diggs Haul had been responsive and helpful when I asked for claims forms and the claims procedure, and not have tried to blame me in their response to my 1 star Google review, I would not be pursuing this. That has not been the case. This company has been quick to dismiss all claims and finds loopholes to slip out of that seem they have intentionally set up for situations such as this. I paid my fees on time and complete, so I held up my consumer end. I am trying to hold Diggs Haul up to their merchant, service-providing end.
  Sincerely,
  
  ***** ****

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