ComplaintsforDon Farr Moving & Storage Company

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted with them for a move scheduled for July 9th, 2024. There were to be two stops. 1st stop *** ***** **** ********** ** ***** where a fold up treadmill, king mattress and box spring, and single dresser were to be picked up. The mattresses and box springs were to be wrapped. The 2nd stop was 2** ****** ***** ********** ** ***** where a kitchen table and 4 dining room chairs, a bedroom chest of drawers, a bedroom dresser with attached mirror, a living room coffee table, two television sets and lightweight patio furniture were to be picked up. Any glass was to be wrapped, and the tv sets were to be boxed before transportation. I initially spoke with Nicholas St****** who took the order and provided me with the contract listing the above items, and the packing supplies that would be used and the destination address of the move, *** ******** ***** ******** ** ****** I was fine with that and gave him the go-ahead with an estimated time of 4 1/2 hours and a cost between $700-$900 approximately. I then paid the $300 required deposit. That morning two gentleman showed up in a small truck, no dolly, no tools, no boxes, packing wrap, straps, etc. They themselves had no proper attire on to prevent back injury etc. Thankfully i let them use a dolly that i had to move the stuff from the first place. They had no tools to remove the mirror from the dresser or the table legs from kitchen table. i had a screwdriver, but a drill was needed to remove the legs and so they moved two of the four legs of the table. They struggled getting the bedroom furniture down the steps and dragged it accross the concrete damaging the bottom. Nothing was wrapped or boxed and they loaded the tvs in the back of my own vehicle. At the destination address i called and spoke with Alex Fix who basically baited and switched me into paying an addl $645 or he told the movers to drive away with my furniture. I paid and they unloaded everything into my garage and not the rooms in the home.

  Business response

  07/15/2024

  
  Dear ******
  

  I hope this message finds you well. It is truly disheartening to learn that we fell short of your expectations during your move on July 9, 2024. We deeply regret any frustration and inconvenience this may have caused you.
  

  Upon reviewing your concerns, we understand the importance of having all necessary tools for a smooth moving experience. While we had pad wraps and bands available, we acknowledge the absence of a dolly and a toolbox, which are essential for such operations. We sincerely apologize for this oversight.
  Regarding the issue of lifting your dresser, our team was fully capable of handling the task. However, we regret that this situation escalated into broader concerns about pricing and service quality. We strive to provide fair and transparent pricing for our services and believe our initial quote accurately reflected the work involved for your 19 requested items.
  

  When you expressed dissatisfaction during your conversation with our manager Alec, we attempted to address your concerns by offering a $141.56 discount. Unfortunately, the discussion was interrupted, and we were unable to reach a mutually agreeable resolution. The situation further escalated, leading to a breakdown in communication.
  Our primary goal is to ensure the safety and satisfaction of our customers and team members. Regrettably, the environment became challenging for our movers, and we had to make the difficult decision to pause the move temporarily. Despite this, our team continued to work diligently to complete the move under trying circumstances.
  We understand that emotions ran high, and we deeply regret any distress caused. In a gesture of goodwill, we adjusted your final charge to reflect the agreed amount and provided an additional $75 refund. We also offered you the option to file a claim for any damages incurred during the move.
  We value your feedback, as it helps us improve our services continually. Our claims department, led by Lynn, is ready to assist you with any further concerns regarding damages. We stand by our commitment to address your issues fairly and promptly. Our dispatch department also offered to send a crew back the next day at no charge to assist. 

  While we cannot fulfill your request for a $670.25 refund due to the lack of a dolly and toolbox, we hope the steps we have taken demonstrate our commitment to resolving your concerns. Our goal is always to provide the highest level of service and to address any issues with integrity and respect.
  

  Thank you for bringing these matters to our attention. We appreciate your understanding and patience as we work to improve our services.
  

  Sincerely,
  David F**
  Don Farr Moving and Storage

  Customer response

  07/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  He addresses not showing up with a dollie or tools.  That is not even the half of it.  They did not box my two tv’s as was stated in the contract.  They did not wrap the mirrors/glass in shrink wrap as was indicated in the contract.  They removed two of the four table legs that needed removed.  I had to transport the TV’s in my own vehicle.  The bedroom dressers with unattached mirrors were left in the garage and not taken to the bedroom.  The kitchen table was left in the garage with two legs and the other two in my car.  The table would not fit through the door because they didn’t have the tools to remove two of the legs so left in the garage.  The king mattress and box springs were not wrapped as stated in the contract.  After the crew left, everything except for the king mattress and deck furniture were left in the garage, and they left without taking the tv’s out of my vehicle and so I had to unload them myself.  I want the above information in the rebuttal.  Thank you for your help. Basically, it was a job that was not completed – a breach in the entire contract.

  Best,
  Kelly A. B****

   

  
  

  Business response

  07/17/2024

  We apologize that you do not believe the move was completed as contracted. We have attached a copy of the contract for your review. This contract is signed and agreed by the customer on June 19th for a relocation on July 9th. There are no additional packing charges for the televisions, mirrors or mattresses. This would have been an additional expense. In response to loading the televisions into the car, we always recommend this to customers as it is a smoother ride than the moving truck. Sometimes the vibrations may cause damage. In regard to any other additional packing, we have also attached a copy of the customer account page. On this page it is selected and shown that the customer would pack themselves. Our agreement is to simply relocate the items from the pickups to delivery and this is based on an hourly charge. 
  
  At the end of the move the customer became quite contentious with the crew and the management staff, stating that they would not pay anything additional, so no additional time or services could be provided. The crew left more hastily than our typical client interactions due to the uncomfortable situation that the client created.  However, in a gesture of good faith our office did provide a refund. 

  After that crew left in order to help resolve any dissatisfaction our office offered to send a crew out to address the concerns at no charge. Attached is a copy of that email. The customer chose to not accept that service either. We wanted to help!  
  
  The items were relocated as the contract stated. 

  Customer response

  07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the want to see the whole contract ( see attachment listed NOCOST) - that part of the contract is not showing. My original contract which now for some reason i cannot view in its entirety had tvs supposed to be boxed and mirrors and mattresses wrapped). See attachment (MIRRORCARTON) - states mirrors were supposed to be in cartons. Also on contract, states queen mattress - there was no queen mattress moved.
  A king and box spring only. Photos under ( COMPLAINT) show everything left in garage. Table legs unattached. Mirrors unwrapped. All of this rebuttal from the company is just a twist on what should have happened and did not. I paid at the end location $645 in addition to the $300 deposit after being told by Alec Fix that the movers told him they were confident they could get the furniture upstairs and complete the job. I was not confident and is why I was afraid to pay the $645. Alec assured me the movers were capable.
  Again, I was baited and switched. I paid the $645 and the furniture was left in garage. That is breach of contract. At this point it is a matter of principle. I am a business owner as well, and would never let this type of situation occur without making it right. I would not want my reputation as an honest business owner be ruined. I will take this to an attorney as a matter of principle if I do not get the proper refund, especially over the stress this has caused me. I am friends with a lot of Howard Hanna Agents who are appalled at the way I have been treated over this.
  Regards,
  
  ***** *****

  Business response

  07/23/2024

  Thank you for responding and asking additional question.

  The item that was no cost or no additional cost is for valuation coverage. This in case something was to happen during transportation. I have included the signed agreement and highlighted at the bottom. 
  

  In regard to the total charges, yes, the estimate did show the cost for the items to be boxed. However, as you mentioned the items were not boxed as it was also notated that the customer was to pack themselves as shown in the last response. I have attached and highlighted this choice. 
  

  The customer was refunded $275.60(see attached receipt) 

  The customer was refunded $160.60 since packing was no included or provided. The customer was refunded $40 for shrink wrap that was not used. The customer was also refunded $75 for the crew forgetting to bring a dolly and tolls. A refund was provided to help satisfy the customers concerns in the interest of goodwill. 

  The customer was also offered to have a different crew return and relocate items within the household addressing their concerns. The customer chose to not accept this offer. However, Items were relocated as the contract stated from one location to the other. We apologize that you did not find this satisfactory. Our goal is always to provide great service at a fair price. 

  Customer response

  07/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  ***** *****

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The information needed is provided in the response we made to this company. It was emailed to Don Farr 2/1/2024 and we have not had a returned response. We are escalating the problem to solve it efficiently. We filed a claim with Don Farr within 30 days of the move and they refused to take responsibility for their employees they hired. Proof is attached of the items stolen during our move as well as the amount they were appraised for. We moved these items ourselves and therefore did not have a need to include it with Don Farr's insurance. The movers saw us moving these items and were seen leaving the location we had placed them. Instructions were clearly given to not enter that room. Police reports were filed and two of the movers left the company almost immediately and moved out of state. The moving company believes we should have insured these items in the move and they are not responsible for jewelry lost or misplaced. Our argument is that there is a trust in a company when you hire them to move your things, that the employees on the clock that go into your home will not touch, move, or steal your valuables, especially if they are not asked to move them. If they do and it can be shown that they have, the company in good faith should be replacing the appraised value of these items. We received money from our homeowners insurance. We are asking for the difference in the appraisal and the money we have already received ($18,000). Please see attached files for specific claim rebuttal, logs of company contact, images of displaced inexpensive jewelry, police report filed, etc.

  Business response

  03/16/2024

  **** ******** ********
  Thank you for bringing your concerns to our attention. We take all complaints seriously and aim to address them promptly and thoroughly.
  Regarding the allegations of theft during your move with Don Farr Moving, we want to assure you that such accusations are taken very seriously by our company. However, after conducting a thorough internal investigation and cooperating fully with the authorities, we have found no substantiated evidence to support these claims at this time.
  Our personnel, who have been with the company for many years, conduct their duties with the utmost pride and respect. They have cooperated fully with the authorities throughout this process. We understand your frustration regarding the missing diamond ring, but it's important to note that the ring was reported missing nine days after the move, and no criminal charges were filed, nor any proof provided of theft.
  In your letter, you mentioned that the ring was stored in an unworking safe and then placed into another box by the owners for transportation. Given this context, it's possible that the ring was already missing before the move, especially considering the nine-day gap between the move and the report of the missing item. Additionally, your insurance company paid out the maximum coverage for your jewelry, indicating that they conducted their own investigation and acted in accordance with their policy terms. While we understand your frustration that the insurance company could not pay more than $10,000 on the claim since it was a new home and not added as a separate item. We spoke to the insurance company, and they told us that they held a renter’s policy prior to this and could/should have been added in May when the item was purchased. Also, no valuation or insurance was purchased with this move as well.
  We understand that you may feel frustrated by the situation, but as a moving company, we cannot acknowledge allegations without definite proof or interfere with ongoing investigations. We stand by our initial denial but are willing to assist in any further investigations if needed. If a conviction is made and it is determined that the carrier is responsible, we will revisit the case accordingly. Our concern is even publicly posting this information at this time while an ongoing investigation is occurring may be compromising to the investigation itself.

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved on May, 26, 2023 using Don Farr moving. I was sent three movers that were not up to the task of moving all of my very heavy furniture out of my three story townhouse. As a result, multiple items were damaged, scratched, and broken. My treadmill was disassembled by the crew from Don Farr and the electronic connection was dropped down into the side support, and cannot be retrieved. I now have a $1600+ paper weight that can no longer be used.

  Business response

  12/13/2023

  In reply to the consumers’ complaint.  Attached please find a copy of the consumers endorsed contract dated 5/26/23 not only confirming no incidents/damages but also confirming that she read and understood that all claims must be filed directly with Don Farr Moving within 30 calendar days from the date of delivery.  The claim would have had to be received by Don Farr Moving no later than 6/24/23.  It is now 200 days (approx. 6 ½ months) after the date of delivery and our files contain no reports or emails requesting a claim form from the consumer.  We are always proactive in getting anything resolved, however, since the consumers’ claim was not filed in a timely fashion or substantiated, we cannot verify that any of the consumers items may have been moved within her home by herself or by someone else as again our files contain no evidence of carrier mishandling.
  Thank you for the opportunity to reply.

  Customer response

  12/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  As Don Farr Moving is aware, when I moved on May 26, all of my possessions went into storage. I did not close on my house until October 20 and my stuff did not come out of storage until October 24. Furthermore, my storage unit was packed by their moving crew with no way to walk around  and inspect anything following the move. I have pictures of all of the damaged items as they were pulled out of storage. This company had zero interest in resolving my dissatisfaction, and I knew they were going to use this as an excuse to deny responsibility for any damage that occurred. That is why I chose to contact the Better Business Bureau.

   
  Regards,
  
  ******** *****

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Don Farr moved my families belongings, due to some issues our belongings had to be put into storage. Items were thrown and broke, damaged and returned awful. Don Farr made sure I paid before the job was complete and left me with a mess. I would like some type of monetary compensation for the shotty work done by the company. Every chance I get I will let people know they are a rip off and stink as a moving company. DONT USE THEM IF YOU WANT RIPPED OFF.

  Business response

  10/26/2023

  In reply to the consumers’ complaint.  The consumer contacted Don Farr Moving in which an estimate was provided on or about 7/9/23 for their relocation from Pittsburgh, Pennsylvania to Murrysville, Pennsylvania.  The estimate in which was confirmed and endorsed by the consumer was to release their household goods at the carriers limited free coverage of $.60 per pound, per article, this basic coverage is standard and required by every moving company that is no cost to the consumer.
  
  As clearly stated, and endorsed by the consumer multiple times, this limited coverage was chosen.  The estimate was performed around or about 7/6/2023 whereas the actual move did not take place until 8/15-16/23 into (SIT) storage in transit at Don Farr facility due to an unforeseen situation on the consumers end in taking possession of their new residence which did final deliver on 8/31/23.  The consumer has access to their account via the internet 24/7 and can add additional coverage up until 24 hours prior to the relocation, therefore from the date of the estimate till the day before the move out of storage to residence, the consumer had 54 days in which to purchase the additional coverage.
  
  According to the contracted Bill of Lading the only items that Don Farr packed were 4 wardrobes and 2 mirror cartons, all other boxes were packed by the owner and the contents were unknown to the carrier.  The certificate in which the consumer had endorsed clearly indicates that boxes that are not packed by the mover are not covered items unless the boxes show evidence of external damages and noted at time of delivery to the driver, although those boxes should have been denied, the entire claim was honored, however, limited to their elected endorsed contract and certificate.
  
  We have provided excellent service and accommodated the consumer in every way possible to make their relocation and situation less stressful, it would deem that inadequate packing material may have been the sole cause of most of their damages and not due to the movers.
  
  Attached please endorsed documentation confirming the coverages that were elected.  The coverage that is offered is no different than an automobile insurance company, for instance, if you only have liability coverage on your vehicle and you are found at fault the insurance company does not pay for your vehicle.  If you purchase a television and the extended warranty is out, they will not pay for a television out of warranty.  This claim was a basis for a denial as the form was not completed in its entirety, however, in the interest of goodwill in an attempt to amicably resolve the consumers’ concerns we did settle at the elected limited $.60 per pound per article.
  
  It has always been Don Farr Moving & Storage goal to educate the consumers and provide information so that we can take some of the stress off moving.  We have attached documentation for your review and thank you for allowing Don Farr to reply.

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a contract with Don Farr Moving for 2 movers at $140/hour. Three men showed up to the move and I assumed they were training someone. I even went t0 the ATM to get cash for an additional tip. When I received my invoice, I was charged $180/hour for the move and was also charged for shrink wrap that was not used. I called and emailed and it took 2 days for me to get someone on the phone. They explained that they decided my move was bigger than I was quoted and took it upon themselves to send an extra person. They said I should've asked him to leave if I didn't want his help. We went round and round as I tried to understand how a third person helps move furniture (at no point were 3 men moving furniture at one time). I argued that if there was a change to my contract, I should've been notified ahead of time and to expect me to ask a worker to leave is very unprofessional. I was credited the $60 for shrink wrap that was never used and an additional $40. In my mind, this is not a substantial reimbursement considering what I paid was hundreds more than my quote. We had the men do some internal moving for us as well, but again I was under the assumption that we were paying $140/hour, not $180/hour. Had I known, I would've been more strategic and honestly would've gone with a different company because the rate were lower. Happy to provide all of my communication with them on this issue.

  Business response

  06/16/2023

  Thanks for reaching out to us in regard to your move. While I understand your confusion, our system tries to do its best to explain to the customer the process and hopefully make the move go as smoothly as possible. This move was set up for relocate 17 items in which you signed an agreement prior to the relocation for an estimated price based on the that information for a quote of $655 to $795 dollars. As you mentioned the quote was based on and hourly cost.

  When our crew arrived at 9 AM they reviewed the jobsite and it appeared to be more than  what was told to us by you prior to the relocation. They agreed the 3rd guy was necessary and presented your husband a contract in which he signed and agreed to the 3 man rate of $180.00 an hour. Included is the signed agreement, prior to the move.  The operations manager sent an extra man looking at the property via Zillow and both origin and pickup showed very nice houses with multiple floors $300k-$400K homes. This was not just a simple 17 item relocation. Also, you will notice the 3rd man was included at a discounted rate for that as the hourly rate was $70 per man however this crewmember was only billed at a rate of $40 an hour. 
  

  At 11:37 in the morning the crew would have been finished and the job would have been within the estimated price, however your husband now instructed to have the men move items to the basement. The crew leader contacted the operations manager and instructed them to help out the customer despite this being out of the original contract as well. 

  Our system also shows that you sent us a text message at 11:43:

  
  "Hi Diane! When I scheduled the move, I didn't realize my husband was planning to ask the movers to help move some things to the basement in the house where my stuff is going. Then I just assumed since we were paying by the hour we could have them do it. I'm not there, but I think we may have upset them by asking. Can you please let me know if there's anything I need to do. Sorry for the confusion!
  
  SMSMay 31, 2023, 11:43 AM"

  We then responded via text we spoke to the crew and they were going to be helpful. The crew then worked for an additional 1.5 hours and had your husband sign them out at 1 PM even notating that the crew was "Great!" in the notes. 

  As you mentioned you reached out to the office to express your concerns that you believe the crew did not use the $40 shrink wrap and without question we agreed to refund you. 

  You also expressed concerns that a 3rd guy was sent and we explained that this was presented to your husband prior to the move, and you were not there. We agreed that additional services were provided. We also stated that if the 3rd guy was not wanted, we could have dispatched him to a different job site as that was always an option. We believe that having the additional labor not only made the move faster but honestly made the move less time and less cost because the original rate was $70 per man and this was a discounted amount. The move ended up taking 5.5 hours with 3 men and that price would have been closer to 7 hours with 2 men most likely especially with moving the extra items to the basement as we both agreed upon.  However, in an effort to amicably resolve the matter we refunded the extra 1.5 hours that you requested the extra work to be done for the third guy. That totaled $60. 

  Long and short that is how the $100 refund was provided with-in a week of the move. Our team jumped immediately on this matter to help keep the customer happy. 

  The contract is always only as good as the information provided. As the expert we have found ways to help have success and keep the customers happy, moves smooth and typically within budget. If the additional items and moving internal were not added to the move, then the total cost would have stayed within the estimated price regardless of 2 or 3 men. However, if you order additional food or desert at a restaurant then the $10 meal deal is now going to cost you more. We have tried in many emails as you have included to explain this and ultimately the comment your husband made on how the guys worked was "Great". Also, if you would have reviewed the contract with your husband as well prior to the move then none of this would be an issue currently. 

  We hope that with the involvement of the BBB this helps you understand that extra will always cost extra and we did our best to still help discount your relocation as much as possible. We wish you nothing but the best at your new home and still consider us again in the future. 

   

  Included is contract from move date with time stamps and signatures. 

  Customer response

  06/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Again, we thought we were paying $140/hour, which is the agreement that we signed. Had we been informed of the $180, we would've gone elsewhere or moved the boxes ourselves. I don't believe that the hourly rate can be changed without a confirmation from the customer. Like I said when we spoke, we weren't looking to get anyone in trouble but 3 movers was completely unnecessary and it was not at all helpful to have a third person move the furniture to our garage.  Had the change of plans been communicated to us, we would've been more strategic. To expect us to turn away one of the workers you sent to our home is completely unreasonable. We think it's completely unfair, unprofessional, and unreasonable to change the agreement with communicating this to us, even when I spoke with the office manager just days before our move.
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ******

  Business response

  06/20/2023

  Thanks for responding to our response we want to make sure we are very clear about the contract and the agreement. 
  

  The contract and agreement was for our company to relocate 17 items. This information was provided to us by the customer. In exchange for relocating the 17 items the estimated cost was $655.86 - $795.86. The guys moved more than 17 items; the information provided to us was incorrect. Even though there were more than 17 items the crew was able to complete the move within the estimated cost. 
  

  Our crew was then asked to do even more additional work. As a matter of fact, we have a date and time stamped text message from you 11:30 where you told us you that did not know about this when setting up the contract. Your husband wanted additional work to be performed and you knew that there would be an additional cost. 
  At this point not only did the customer not disclose to us an accurate list of items to be moved but now added additional scope of work.
  
  The customer claims that they were unaware of the 3-man $180 rate however the consignee agreed to this prior to the relocation as signed date and time stamped by the customer's husband. He was also aware additional service was being requested.  
  Our goal is always to try to work with the customers to complete the job underestimate and within the scope. However, when the scope changes that makes it very complicated.

  The additional crew member worked 3 hours when the original job was completed before additional work was requested in the home by the husband. At that point (approx 11 AM), the wife was billed $120 for his time(3 hours times $40 rate). We met halfway and refunded $60 of it already (plus an additional $40 for shrink wrap) a couple days after the move. In order to amicably resolve this matter, we will refund an additional $60 for that time (now totaling $120) and will be processed to the credit card used for purchase. However, the husband of the customer would be responsible for the other 1.5 hours he requested the guys to work as he signed the contract and was aware of the hourly rate. Again, the customers husband agreed to this in writing at the beginning of the day and was aware of the hourly charge when he requested the additional service. 

  We hope with this additional refund this satisfies this matter and puts it to a close. 

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I spent over $7,000 with Don Farr for a move out of my home, into their storage and out of storage into my new home. During the first move, my china cabinet was dropped and the glass broken, chips, dents and damaged wood resulted. They replaced the glass but there is much more damage. They damaged the four corners of my dining room table and scratched the top. They broke a corner off the leaf of my table. They lost the slats to my bed and scratched a dresser. The other dresser has scratches and chips and a door glide is missing. My mirror with a steel support rod cannot be hung, the rod is bent in half. They broke several flower pots and put a hole in my fountain. I have an estimated over a little over $1,300. Their crew was careless and the crew foreman was inept. He claimed at one point he could not move my china cabinet and said the same about an armoire. He was rough and did not take the proper care to prevent my furniture from being damaged. The estimate I received will not fully repair my furniture or restore it back to where it was. It will simply make it presentable. They gave me a check for $395 which is insulting. I did take a higher lever of coverage that had a $1,000 deductible. I do believe they did not act in a professional manner, did not protect my furniture and exhibited a careless attitude. In this case I should have been reimbursed the full amount requested. This damage was excessive.

  Business response

  10/18/2022

  In reply to the consumers concerns regarding the settlement of her claim.  The options of protective coverage was and is always explained in detail to every shipper at the time of the estimate, this consumer elected to purchase the coverage where a $1,000.00 deductible is applied. In electing this coverage, it simply means that the consumer is responsible for the first $1,000.00 should a claim be filed.  When a deductible is chosen regardless of any type of coverage Car, Appliances, etc., it will be applied to any settlement.

  It should be noted, that one of the conditions on the policy states that all damages must be noted in the presence of the driver at time of delivery in order to substantiate, however, in lieu of the consumer not indicating any damages at time of delivery, the claim was still honored in the interest of goodwill as an attempt to amicably resolve the matter.  The consumer claimed $1,395.00 and the carrier honored and settled the claim less the $1,000.00 deductible and the final settlement check was mailed to the consumer in the amount of $395.00. 

  Thank you for allowing the opportunity to reply.

   

   

   

  Customer response

  10/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  First of all the damage occurred when the furniture was moved into storage.  I had no way of seeing the damage until the second move.  I knew they dropped my China cabinet and broke the glass.  I did note damage to the second crew of movers.  This damage was excessive and done by careless employees.  These employees manhandled my possessions.  They packed huge flower pots with nothing in the box.  They threw my fountain in a box. The damage is excessive and uncalled for.  They misrepresent themselves as professional movers and that what I thought I paid for.  The level of damage including sticky glue residue on my furniture is disgusting.  .  They should have paid to have my belongings repaired.  Instead I spent over $7,000 with them to now have to pay to fix their damage.  Disgraceful.  If they were an ethical company they would own up to this but instead hide behind insurance.  I purchased that insurance for catastrophic loss.  I never expected to have this level of damage.  I have moved several times and never had this happen.  Take care of your customers Don Farr, own up to your mistakes.  Be ethical.  
  Regards,
  
  ******* ****

  Business response

  10/18/2022

  The consumers claim as based on the contractual agreement was in fact settled reflecting the $1,000.00 deducible the consumer elected and was settled correctly and as claimed, however, in order to amicably resolve this matter in the interest of goodwill we will allow (1/2) half of the deductible in the amount of $500.00 along with the previous settlement check #2892 of $395.00 for a total of $895.00.

  Thank you once again in allowing the opportunity to reply.

  Customer response

  10/22/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  ******* ****

• Initial Complaint

  10/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired the company to move my Mother from one house to another, well in the process of moving the crew came with three movers. One of the movers quit during the job but that was after they moved all of the large items from the home, ex.furniture and appliances,. Once they started moving the items into the new home we noticed the damage to her washer, scratches dents and missing pieces. I contacted the dispatcher, Diane F****,that was handling my move and she documented and I emailed her pictures of the damaged item. I was told that she was going to contact the person who handled the claims, Lynne K****** After a few days she called me and left a vmx stating she was going to send me a claim form which she did. I completed the form and maile it back to them in the envelope that was provided back in September. Ive left several emails regarding my claim be I haven’t received a claim number to check the status. The claims department is set up that nothing is stated over the phone you have to send emails, well my email chain has started on September 2, 2022 with no reply. My mother is very upset because she can’t wash due to the washer being damaged and is forced to go to the laundromat. That washer is brand new my father brought along with the dryer before he passed. I have a copy of the claim form and 6he pictures of the damaged washer if needed. I appreciate any help. ****** ****

  Business response

  10/17/2022

  In reply to the consumer's complaint regarding her Mother's relocation and claim.  First and foremost, it is the carriers intent to always address the consumers concerns in a timely manner and according to procedures.  The relocation of the consumers mother took place on August 26, 2022 whereas a request for a claim packet from the consumer was made according to the claims department on September 2, 2022 (one week after the move).  The claim packet was mailed to the consumer the same day of the request to include a brochure titled "Claim Filing Procedures/Instructions" to serve as an aid in the completion of the form and to explain how the claim is addressed , guidelines of settlement and timeline of compliance on both the claimant and carrier.  The claim form was received and an electronic acknowledgement was sent to the consumer reflecting a ***** ****** ** **** on October 5, 2022 requesting photographs of the alleged damages.

  The brochure that was sent to the consumer clearly states that the consumer has up to (30) thirty consecutive days from the date of delivery in order to file the claim, as the carrier has up to (120) one hundred twenty days in which to finalize as based on coverage that the consumer elected to release their shipment, therefore, both the consumer and the carrier are both in compliance. 

  The settlement will be sent via USPS to the consumer as based on the elected coverage.

  We thank you for the opportunity to reply and trust this will now satisfy the concerns.

   

   

  Customer response

  10/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I need them to forward the email again with the claim number. I checked my emails several times and didn’t find it anywhere that’s why we believed that there was no progress being made.  I need proof that my claim is being processed and with the claim number I can check the status periodically.  
  
  Regards,
  
  **** *******

  Business response

  10/19/2022

  In reply to the consumers response.  Attached please find a copy of the emailed acknowledgement reflecting the claim number that the system generates as forwarded to the consumer as dated 10/5/22.

  Timeline of relocation:

  8/26/22 - Move date

  9/2/22 - Claim was reported (7 days after the move)

  9/2/22 - Claim packet was mailed

  9/13/22 - Claim was postmarked

  10/5/22 - email acknowledgement sent

  The consumer does in fact have up to (30) thirty consecutive calendar days from the date of delivery in which to file the claim as the carrier has up to (30) thirty consecutive calendar days in which to acknowledge, both the consumer and the carrier are well in compliance.

  As we have previously replied, this claim is being processed as based on the elected coverage and will be settled asap. Again, we thank you for the opportunity to reply.
  

  Customer response

  10/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  I will have to go to the library to open the PDF files, but in the meantime I want to leave my case open until I get a resolution.  Thank you
  Regards,
  
  **** *******

• Initial Complaint

  04/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had this moving company move me from Pgh to Ambridge, PA. My adjustable bed was disembled by one of the movers. They could not get this upstairs in my new purchased house. They damaged my walls and the adjustable bed. Im a service connected disabled Veteran and I need them to replace my adjustable bed. I need to be compensated for the damage they did. I got on line and found this moving company. I called them gave them credit card information and set up a date. Now there talking about they sent me papers to file the claim which I never received and I only had 60 days to file the claim. Yes I gave the movers 5 stars cause they had a whole lot to move. I didn’t know anything about my bed until it was time to sleep in it. Had not one of the boys disassembled it it wouldn’t of got upstairs in my home. Yes he reassembled it but no it does not work. I also had missing items. I am willing to dismiss this but I need my bed to work as I brought it. To tell you how unprofessional these company management is he had the nerve to ask me if I my bed worked before the movers moved it!!! Now I’m told I was told to file a police report and since I haven’t they see no need in compensating me. They didn’t even assemble the dresser they just sat the mirror on it. I don’t have no screws for the mirror. I have a large wall Unit I told them not to assemble but I never seen the screws that came with it. They took a lunch break leaving the old resident to the new residence. The one mover complained he had to get his kids from daycare and they had to leave. These are suppose to be professional movers. Yes I felt sorry for these young men cause it was too much hard work for 3 small young men. Im not faulting these men they did the best they could do with little they had. They only had dollies for moving one item @ a time. This company needs to get updated period. There’s never anyone to talk to in claims. The most you can do is leave a message. With the Pandemic etcs

  Business response

  04/20/2022

  The relocation was under the name of ******* *** ******** The relocation had taken place on 10/29/2021, Don Farr Moving (hereon as the carrier) was not notified of any incidents until 12/11/21 which was 43 days after the delivery. Although the procedures of claim filing are clearly stated on all documentation that all claims must be filed within (30) thirty days from the date of delivery not 43 days, the carrier, in the interest of goodwill did issued a claim packet on 12/14/21 for the consumers completion.
  
  As based on this consumer's other accusations, the carrier also suggested to this consumer to contact the authorities so that the carrier can work directly with them, to no avail *** ******* did not want to participate in either notifying the local authorities nor complete a formal claim form. 
  
  A formal letter dated 2/25/22 was forwarded to *** ******* advising that due to her not cooperating of the reporting of the claim nor filing a report to the authorities and it now being 119 days past the required filing date, the claim issue was closed. 

  It is never the carrier's intent to not address any issue, however, the cooperation of the consumer is necessary, therefore, in the interest of goodwill, we will extend the claim filing to 30 days commencing today as another claim packet was mailed to the consumer today for the completion of the claim form to be submitted via the USPS.  Once the formal claim form is received we can review it at that time.

  Thank you for the opportunity to reply.

• Initial Complaint

  12/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Used Don Farr movers on 3/25/2021 to move into our newly built home. As part of our contract with the moving company we took out the extra insurance to over any damage obtained during the moving process. Our house sustained damage to walls, ceiling and door frames by the mover while in the house. When transporting our custom dining room table, it sustained large deep scratches which were on top of the table. Before the movers left they reported the damage to their company, took picture, and said I would need to file a claim per the instructions provided as part of the additional insurance I purchased. On 4/7/21 I filed the official claim as instructed and was contacted by Don Farr on 4/20/21 stated they received the claim and was asked for more details. On 4/26/22 I provided all the information they requested. Followed up again on 6/4/21 and 7/2/21 for an updated. On 8/11/21 **** ****** finally replied back that they can now move forward with the entire claim since I had the repairs done out of pocket. On 11/17/21 I emailed again for an update, but Don Farr still hasn't resolved the issue of fixing the table top or repaying me for the damage caused to my new house's walls, ceiling and door frames. **** ****** and Don Farr Movers will no longer reply to my emails or calls.

  Business response

  12/21/2021

   This claim is being processed in the amount of $750.00 plus the limited liability coverage on the table of $.60 per pound per article at 150 pounds at $90.00.  The settlement check in the full amount of $840.00 will be mailed today.

  Thank you for the opportunity to reply.
  

   

  Customer response

  12/22/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The movers have grossly under estimated the weight of the solid word 8‘ x 3 1/2‘ Amish made table. It weighs considerably more than 150 pounds that they are suggesting and the settlement amount for the damage to the table is not sufficient in relation to the additional insurance policy that I procured to cover damages at $.60 per pound. I have included a picture of the dining room table to reinforce my position.
  
  Regards,
  
  ***** *******

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Don Farr Moving company at 200 Lebanon Rd. Suite 250, West Mifflin, Pa 15122 for
  a move into a new home with brand new very expensive furniture on July 24,
  2021. There phone no is ###-###-####/ fax ###-###-####. I am a disabled veteran and was
  promised that we would be taken very good care of, which was not true. Three old, in there 70’s,
  men showed up to move very heavy furniture. We had several friends and relatives help us also
  and are witness to the damage caused to our new furniture. The cost of the leather sectional
  was $15,000 and the dinning table was $5000. I wooden foot pc is missing off the bottom of
  leather sectional. The dinning table has many gouges in it and the finish rubbed off the corners.
  The movers were complaining how much their backs were hurting. The wicker sofa has wicker
  missing off of the corners, a nightstand has a gouge in it and our 2 yr old LG refrigerator has 2
  large dents in it and it does not work, Please see attached photos. They estimated the weight at
  390 lbs which is way off. It is accurate at 1397 lbs, They offered a settlement of $234.which is
  unacceptable and we did not cash it. We apologize for the delay in sending this in due to covid,
  medical issues, surgeries and unpacking., and computer issues. We would never recommend
  hiring this company to anyone. All we want is to be treated fairly. There helpers were too old to
  lift anything and the damage they did to our furniture needs to be repaired at the repairman of
  our choice. We are awaiting on a bid so that Don Farr can take responsibility for there poor
  actions or legal services will be brought in. I will also be receiving letters from 2 other witnesses
  that helped us and saw the damage that was done.

  Business response

  11/03/2021

  In reply to the consumers concerns regarding their submitted claim as a result of their relocation.

  
  Moving is and can be a stressful event, therefore, it has always been Don Farr’s approach to educate the consumer as much as possible as what to expect.  According to our file, our estimator performed a detailed in-home survey in April explaining the various overages that the consumer had to choose.  Since the move did not take place until July, the consumer had approximately (3) three months in order to review and decide coverage on their personal web page as provided by Don Farr Moving.  The consumer elected to go with the coverage provided at no cost to the consumer, which is a limited $.60 per pound per article coverage.

  
  Not only was the claim settled fairly and according to the endorsed documents at the limited liability, Don Farr has also allowed for a substantial discount on the relocation.  The settlement letter sent with the settlement check clearly indicated that should the consumer wish to file a rebuttal within 30 days of the settlement to contact our claims department direct, this was not submitted by the consumer.

  
  It is always Don Farr Moving & Storage’s intent to amicably resolve any misunderstand and certainly welcome the consumer  provide an estimate of repairs to our Claims Department.

  
  We thank you for the opportunity to reply and look forward to the consumes estimate of repairs.

  Customer response

  11/09/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  
  
  First of all you don’t send 3 old men in there mid 70’s that were in pain to move a 1100 lb never used dining table that cost $5125. Second of all the Bradington-Young leather 7pc sectional cost $14,500 and they knocked a leg off and never told us. This damage to new top of the line furniture is unacceptable, not to mention a 2 yr old lg refrigerator, dented and does not work. One night stand was also very damaged. You don’t send old careless men to move anyone.  Several of us emptied the boxes out of the storage unit. Someone is also being dishonest about the .60 cents per lb and weight. One of the owners called me after I submitted everything and told me they would take care of everything. They lied. The woman in charge of handling claim was extremely rude and did not care about taking care of our damage. Please see letter written by ***** ********** who witnessed everything. We will take this claim to legal authorities with our several witnesses if our furniture is not repaired properly. Dining table will cost $1100. To repair. Would you want to pay for there carelessness and dishonesty? Don’t hire them.
  ****** *** ****** *********

   

  
  
  
  Hello Mrs *****
  in order to repair the finish on your table  the entire top needs to be refinished .
  The coat to restore the table top would run about  $1100.00
  
  The cost to restore your nightstand tops would run about 400 each
  
  We can’t help you with the broken cain on the chair and the couch leg .
  
  Thank you
  
  ***** * *****

   

  To whom it may concern , I was present when the movers were delivering the belongings to the ********* residence . I saw the damages to the sofa(missing leg ) and also several other pieces of their furniture . Their new dining room table was damaged in several places with gouges and scratches and dents to the top and edges of the new table , the finish was also damaged on the top of the table. The refrigerator was dented , the outdoor furniture was broken . The movers seemed unable to lift and carry the heavier pieces . The service they provided was unsatisfactory in many ways !
  

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

  
  

   

   

   

   

   

   

  Business response

  11/20/2021

  In reply to the consumers rebuttal to our response. 

  Don Farr Moving & Storage’s goal is to always aide the consumer in any misunderstandings and to amicable resolve, any issues and concerns that may occur in the moving process.  As detailed in our last response, all of the Estimated Cost of Services are prepared in writing along with brochures left at residence and access to the consumer’s personal account on the computer. 

  
  The consumer had an in-house estimate performed on 4/28/21 (3) three months prior to their actual relocation date of 7/24/21.  The consumer elected to not purchase additional coverage and released their household goods at the carrier’s limited liability of $.60 per pound per article; this is coverage that is required on every move that is provided by any mover free of charge.

  
  The consumer also refused to pay any more that the estimate, which is just that, an estimate.  The consumer stated that they would not pay the difference of $271.56 until their items were repaired.  Therefore, the claim should not have been settled as the transportation charges were not paid in full, which is a requirement prior to any claim settlement; however, in the interest of goodwill Don Farr waived the $271.56 balance due and still paid the claim as based on the limited free coverage of $.60 per pound per article.

  
  The movers in which were assigned to the consumers move are year round, experienced in their profession with many customer satisfaction reviews.  Any concerns during the relocation could have been resolved and addressed should the consumer had contacted our office and the consumer did not.

  
  It is always Don Farr Moving’s goal to resolve any issue; therefore, we will offer half of the table repair ($1,100.00) less the $54.00 previously paid as based on their elected limited coverage for a supplement of $496.00.

  
  Once again, our sincere thank you for allowing the opportunity to reply.

  Customer response

  12/06/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   
  

  There was no transportation charges unpaid.  Agreement was made that we would empty 10 by 15 storage unit of all boxes and transport them down the elevator to first floor to be loaded on the truck. This was accomplished by several friends and family for the agreed price of $2000.  Your statement is false. Also I am a disabled veteran with Parkinson’s and I was generous enough to feed your men breakfast and lunch at my expense. I also carried boxes which is difficult for me. I most certainly did call your office to complain of the aged men that damaged my new furniture. You called me and promised to make things right which you have not. I must pay for the broken, dented 2 year old lg refrigerator for $350.00. I must pay for damaged top on nightstand for $250.00.  I must absorb the damaged outdoor wicker furniture. Asking you to pay $1100. to refinish my expensive new dining table and replace the foot on the new leather sectional is more than fair since your employees ruined it with their carelessness.  I hope you find this fair and acceptable. At this point you should be thankful that I have not gotten my attorney involved as that would only cost you more money. I expect you to be fair and honest in this matter.   
  

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

  Business response

  12/07/2021

  In reply to the consumers recent reply.  All local moves are based on the actual time performed by the movers plus the one-hour travel time to and from our facility.  The estimate that was provided was just that an estimate.  Our sales representative performed the estimate in- house and based the estimate on the items that were in the house that he actually witnessed.
  
  As far as the items from the storage facility, our representative had taken count of items as to what the consumer had advised to what was in the storage facility as these items  were  not an on-site estimate. In addition, our estimator advised the consumer that if the boxes were brought down to ground level in the storage facility in advance then the time and cost would be less.  Apparently, there were more items to be moved than the consumer indicated to our representative, which is why the actual move went over the $2,000 estimate.   When the job was completed, the consumer wrote on her delivery paperwork that she would pay the additional $500 when her items were repaired.  The rules and regulations in which all movers are required to follow is that all transportation charges must be paid in full prior to any claim.  However, in the interest t of goodwill we did credit the consumers account back the $271.56 owed in order to allow the filing of the claim at the limited $.60 per pound per article free coverage that the carrier provided.     A relocation was performed for this consumer and it is unfortunate that there were some mishaps; however, the consumer had ample time to choose a plan of coverage beyond the limited liability, however, the consumer chose not to purchase a plan and go with the free limited coverage.  To choose what they want to pay and then expect their claim to be honored as if they had full coverage is not the case. 
  
  The documents and all communications were extremely clear, and explained months prior to the consumers move not only in the estimate but also clearly by our estimator and the consumers’ access to their own personal computer page.  We have attempted to amicably resolve this matter with the consumer in every possible reasonable way even though the consumer is not entitled to full coverage, we will allow as our final offer the $496.00 as a supplement on ½ of the repairs of the dining table.  

  Thank you for allowing the opportunity to respond.  we await your reply and stand prepared.

  
  

*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. ↩