Business ProfileforHighland Van & Storage Ltd.

We had Highland do our move locally and regret it. We had inexperienced packers to which an open box cutter was left in the box. I could have sliced my hand open. Damage done to our belongings to which was given to us by my now deceased parents. No regard or remorse. The lady who came to give us a quote and the one ensuring us that our goods will be properly packed now washers her hands and does not respond at all. Commission made and now we are useless. Cabinet sent out for repairs and after a month was delivered supposedly fixed but in horrible condition. Highland refuses to disclose where it was sent for repair. It has now been returned back to them. They ruined a floor lamp of ours and was returned with further damage. Our vintage furniture was treated like it was junk. Large floor candle holder over 20 years old was taken apart, packed in multiple boxes and hardware missing. Claims department is penny pinching the value we placed. Doing research on a replacement which there is none like this. They have our cabinet and they gave our money and nothing as to when it will be fixed. **** **** ** ** **** **** ** *** ******** *** ******* ******** ** **** *** ******* ** *********** ****** We have no where else to turn to. This has been a nightmare.

Both the salesperson and myself had spoke to the customer after the delivery on February 19 and we had discussed the issue with the utility knife. Both of us immediately forwarded this to our operations so they could review these comments made with the packers along with the other complaints that the customer had discussed during these conversations. As well, the salesperson reached out to the customer after their initial conversation to let her know that she was keeping up to date on all the conversations going on and that they were free to call her anytime. At the time of delivery, the driver noticed that the cabinet glass was broken under the moving blankets so he recommended taking it back to the warehouse so not to have any glass drop onto their floor and so that we could get the glass recut. This was brought back to our warehouse and the glass shop was contacted between February 22 to 25. We were able to pick up the glass on March 1; however, when our crew went to install the glass into the cabinet at the warehouse, they noticed a small chip at the bottom of the cabinet so the customer was advised by myself and it was explained that we would have to have this repaired before we could return it. We went to our regular repair company and they advised us that they were no longer doing household repairs. We had then reached out to some of the other companies we used. One company was booking into April (which the customer had stated they did not want to wait that long) and the other company we contacted had said that they would be able to repair it sooner so the cabinet was dropped off and repairs were completed in about 10 days. March 18, we attempted to drop the cabinet off but the customer said that the repairs were unsatisfactory and the cabinet was brought back to the warehouse. March 21, I had contacted another company that was referred to us and they will be on site at our warehouse March 22 to inspect and potentially repair the cabinet on site. If not, they will take back to their workshop, which I had emailed an update to the customer on March 21. The other items on the statement of claim were the lamp mentioned, candle holder (screw and plate), and 1 part of a giraffe statue that they have stated has some new damage. The value claimed by the customer for the candle holder is $300.00; however, when the customer was asked to provide confirmation of the value since they said it can’t be replaced, they were unable to so I wasn’t sure how they had arrived at this amount. As well, on the claim form, the value of the lamp is noted at $50.00; however, the customer has since sent a link of a replacement for $425.00. These items, at the customers own admission, are over 20 years old. Items such as these are considered to depreciate 10 to 15% per year so do not retain the value of new. As the customer is unable to provide any confirmation of the value for their specific items as requested, we have asked the repair company that is doing the subsequent repairs to the cabinet to also inspect the additional 3 items on the claim form and, at the time the cabinet is delivered back, establish the value which will be required so we can continue to finalize their claim. Previously, on March 2, the customer had demanded to speak with the manager. Someone from our operations contacted the customer on that day and, during this conversation, the customer wanted us to go through their storage to locate some missing items to assemble the candle holder, the 3 out of the 4 parts for the giraffe statues that were missing, and harps for their table lamps which operations had agreed to do. During this search, the pieces for the candle holder and the harps were not located; however, the 3 parts of the giraffes were located in a carton(s) that the customer had packed themselves and had instructed the crew to leave in the warehouse the day they were sorting. On March 8, the customer was still adamant that they wanted to speak with someone in higher management (president or CEO), as well, had advised that they had found the harps for the lamp in a carton that they had gone through at their home. When we had initially been notified of the missing pieces, we had asked if everything had been unpacked, we were told that every carton had been unpacked, flattened and paper flattened so nothing was at their house and must have been left in storage. Management did call the customer on March 8. During this conversation, our manager had recommended the customer to find another storage facility as clearly they weren't happy with us. He had let the customer know that we would deliver their items to a location of their choice at no additional cost which was done March 18, and that we would return the lamp and the giraffe pieces to their home which I believe was done sometime between March 9 to 11. On March 14, once the lamp and giraffe were received, the customer claimed that there were new damages to both pieces. We are currently in the process of finalizing their claim with repairs to the cabinet and once the repairs are done, we will be reviewing the final settlement for the remaining items based on the inspection by the repair company as we do not provide any settlement until such time as all repairs are completed. Although we do sincerely sympathize that these were her deceased parents items, sentimental value is not covered through their transit protection so it is necessary that we attain a realistic value of these specific pieces based on the age and condition prior to loading on our truck. Due to this, we are not able to provide any settlement amount at this point as this is still in process and has not been finalized. Once repairs to the cabinet have been completed, a release form will be sent out to the customer outlining the settlement. We feel we have tried to address and accommodate all the concerns brought to our attention. In addition, have provided many services at no cost to the customer such as the warehouse access fee on the day the customer was sorting the items to determine what would remain in storage and what would deliver to their new home along with no charge for the delivery out of the warehouse March 18. We will be updating the customer once repairs have been completed.