ComplaintsforHighlawn Moving & Storage, Inc.
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Complaint Details
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Initial Complaint
06/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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 costsBusiness 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,
*********************************
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Contact Information
5620 1st Avenue, 4th Floor
Brooklyn, NY 11220-2519
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Get a QuoteCustomer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.