ComplaintsforTippet Richardson

• Initial Complaint

  03/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The Company over charged me in August. I paid the bill in full. They damaged my home, Floors and walls. I did not file an insurance claim. They took my contents into storage. I am now having them move my contents from their storage to another home. Now, they claim, there is outstanding handling charges from the first move 5 months ago???? They are looking to ***** another $1,000, to get my thing out of their storage. ****** ** *******. I paid storage in advance and was told I would get the overage I paid pro-rated daily, now they want to charge for a whole week, even though it is 4 days. They lie and steal. I was promised a call from Sharlene today, she ignores me. I left a message for the owner today, Scott N.  No reply. I want my personal belongings to be delivered on Jan4th as agreed by Sharlene., in good condition, not damaged. I want my refund of storage paid in advance pro rated daily, as promised. They cannot double charge me for handling as they want to do. The bill was paid 5 months ago. Nothing was outstanding. If they do, I will go to court. As of 1 pm today, no one has called me and they don't reply.

  Business response

  16/01/2023

  This person's delivery was made on time and their concerns were addressed by upper management prior to that.

  Customer response

  16/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The original estimate including storage and warehouse handling is attached. Invoice charged to credit card after move, attached. Estimate to move my stored items back to my new home, attached.  Once they had my items in storage they held it ******.

  There were two charges never discussed, for a total of an extra $2,040.00. To stow and unstow from warehouse.  Even thought my account from the original move was paid in full.  I would have never used Tippet if I knew they would soak me for another $2,040.00.  

  I had no choice to pay.  I will take them to court if this is not settled. I have all the emails and documents as you can see.

  In order to get my personal belongings back I had to agree to two charges to stow and unstow.  Almost half the cost of the original move was added. *********. Since I had paid storage for several months in advance, they just took that money without authorization.  They would not agree to deliver my stored items without signing another credit card authorization in advance.  

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

  Business response

  22/02/2023

  Tippet Richardson has been responsive and factual when addressing Mr. *****’ various concerns regarding the pricing and other queries for his move into and out of our warehouse.
  Our estimates were based on actual time and services provided.
  Mr. ***** has disputed most of our attempts to explain how we arrived at the final charges which are all detailed in the four attachments included here.

  Customer response

  26/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Please find attached the original email from **** ******** dated July 19, 2002, detailing all the charges and fees, including warehouse and storage and a printed ESTIMATE OF SERVICES with the total charges for their services. NOWHERE do the words STOW OR UNSTOW appear.
  
  Also attached is the sheet from the driver dated August 19, 2022 with highlights. There were supposed to be 5 men arriving at 8 am, 4 men arrived at 10 am. He changed the form to 4 men and apologized that they left the warehouse late. He said he would adjust the time to 9 am, he did not. On the sheet it states 4 wardrobes charged, we used 2.  They note ********* Wrap, if this is tape, they certainly did not use $255 worth of tape.
  
  Also from August 19, 2002, Tax Invoice **********, final payment for move, including storage handling $781.06 and storage fee $291.14, total $5,772.84. Again, NOWHERE are the words STOW OR UNSTOW.
  
  Not until email of October 28th does the word unstow appear. Long after the account was paid and my personal effects were in storage for months.
  
  Not until December 30th! An email from Wael states I owe them stowage from August and also to unstow. I am forced to sign a credit card authorization or they will not give my personal effects back. ********* ********
  
  Then the final bill paid dated January 4, 2023 for $5,028.96(less the overage for storage I paid in advance of $1,214.98) = $3,813.98 .  Now called Unload into warehouse a charge of $1,161.87 and Unstow to truck another $1,161.87 for a grand total of $2,323.74 of extra charges!  ******* *********
  
  These people charge all their fees upfront on the day of the move, nothing is not charged, they are paid in full. I asked many times if this is all. Not until they have your things in storage do they say a word.
  
  I am going to the courthouse on ******** ****** in the next two weeks to file a claim for $5,000. I am adding mental stress and financial burden as well.
  
  *****
  
  

  Business response

  01/03/2023

  We have attempted to resolve this fairly with *****.
  All our estimated costs were shared with him up front when we provided the estimate.
  Our estimate stated that final charges would be based on actual time and services provided.
  Our final costs calculations have been shared with *****.
  

  Customer response

  03/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  They obviously ignore all the proof I have provided.  They offer no reply other than words. They provide nothing to show that the proof I have shown to be accurate is not.

  This is a complete waste of time. I will move on to court.

  ***** *****

  Business response

  16/03/2023

  We have nothing further to add, as we have already submitted all of our findings *** *********.

• Initial Complaint

  22/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I obtained the services of Tippet Richardson for moving my family belongings from Toronto to Edmonton. Dates agreed upon was to pick up June 9th and deliver June 17th. Total amount for service was $6741.78. I made a deposit on May 13th of $500 to confirm service. Remaining payment arrangement was $3120.90 on pickup and balance on delivery of $3120.89. Included in this amount was replacement cost protection in case items were damaged in transit. On June 16th I got a call from the delivery driver that he would deliver the next day and to prepare a certified cheque for $2620.89, which I did. Upon delivery, we found that some items were damaged, some beyond repair(Bicycle, Kettle, coffee maker, ceramic trays) as well as dismantling of some belonging after pickup and missing pieces that we couldn't put together, the mover were aware of these damages. I reached out to the moving company to begin the process to claim damages. First email I sent was June 26th, I did not get a response. I finally got communication on June 30th from accounting that they are short $500 and asking for the balance. I advised that until my damages are addressed, I would not be paying the balance, it was then that the mover contacted me to facilitate the coverage for damages. I did not hear from anyone until July 12th, again from accounting asking for the $500 balance, I reiterated my initial position about damages, and I would report to BBB if this kept pressing. On July 22nd claims contacted me to fill a claims report online. After submitting the claim, I was sent an automated email saying an adjuster will reach out to me in 14 days to address my claim. Today is September 21, 2022, and I am finally getting a call from claims saying that they would not move forward with my claim until I pay the $500 balance. Frankly, I don’t trust anyone involved anymore as they seem more after my money that settling my complaint and I won’t be paying anything until my damages are resolved and covered.

  Business response

  07/10/2022

  Good day,

  I'm writing today to confirm that our customer ******** ******* has a household goods moving claim under registration # ********.  After having spoken with their ***** claims adjuster ***** *, I can confirm the current claim status is "settled/on hold" with ***** claims department, because the outstanding balance of $500.00 for the relocation from the Bill of Lading has not yet been paid. I would like to refer you to the first attachment, NAVL Claim Form that clearly states in point 6: BILL OF LADING MUST BE PAID IN FULL PRIOR TO CLAIM SETTLEMENT.

  Please advise this customer that their claim adjuster will be very happy to settle their claim once the outstanding balance is paid. The adjuster's contact information is also attached for you.

  With thanks,

  Sharlene O., Move Management Supervisor ************ *********@***********.ca

  Customer response

  07/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  As I have previously reported, I tried to reach out to Tippet Richardson for claims after moving and got no response until they figured out, they were short $500 balance. For months they didn't respond or give a clear indication on how to proceed with claims I had. At this point, I have replaced my damaged belongings which cost way more than $500. I want the balance waived and move on from this truly terrible service as the claims to replace my damaged belongings are of no use to me as they said they don't do monetary compensation.
  
  Sincerely,
  
  ******** ******** *******

  Business response

  17/10/2022

  Good day *******,
  
   
  
  Thank you for taking the time to speak with me today with regards to this complaint.
  
   
  
  It is my understanding that the customer has rejected our last response, however this does not change our position. As I stated today, collecting the final charges for any move performed prior to any claim settlement is our policy, and standard practice in the household moving industry. I can appreciate that the customer has incurred some expense for replacing the damaged items, however this is a separate issue from our need to collect in full for services rendered. This is in no way means that the claim is being refused – once the charges are paid in full, the claims process can proceed and any adjustments will be reviewed and settled at that time. 
  
  Once a claim is initiated with *****, the van line who oversees our long distance operations, the management of it is out of our hands. I had an opportunity to speak with Denise D. who is the Claims/Customer Relations Manager at ***** today, who reiterated what ***** * the adjuster for this claim said to me last week. They will not proceed with this claim until all monies owing for the relocation have been paid in full. I’ve copied Denise in on this email, for everyone’s convenience. She works out of Edmonton, and can be reached by phone at 1 *** *** ****.
  I will follow up with the customer within one week to make an attempt to collect the $500 owing, and we hope this will conclude the BBB complaint.
  
  Respectfully,
  
  Sharlene O., Move Management Supervisor ************ *********@***********.ca
  

   

  
  

  Customer response

  17/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Hi it is very clear that either this business isn't understanding my response or is purposefully being obtuse. I moved in June 2022, calling me in September to talk about claims is frankly ridiculous. What am I supposed to do? Sleep on the floor and wait for your response when my bed is broken or eat on the ground when my dishes are broken until you get to my claim or not ride my bike that got damaged. I have replaced and repaired my items as I mentioned before. I am not interested in a claim anymore even though my claim will be over $500. I want this transaction closed and this terrible experience to end and we go our separate ways.

  Thanks 
  
  Sincerely,
  
  ******** ******** *******

  Business response

  14/11/2022

  Good day,
  I am writing to reiterate that our position has not changed from our initial response to the BBB.
  Our clearly written and signed contract with this customer regarding payment in full was broken by the customer when they short-paid their balance owing by exactly $500 on delivery day, well before any damage claim was filed.
  Attached you will find the signed contract, the email correspondence from us to the customer prior to delivery which clearly states the amount owing and their acceptance of same, as well as the correspondence from ***** claims which indicates that until the bill is paid in full no claim will be settled.
  We believe this was willful negligence on the part of the customer to adhere to the terms of the written contract they entered into with us. Our company performed our due diligence required by the contract, and in fact we were not given ample opportunity to resolve any response time frame complaints with regards to the damage claim made by the customer, because instead they came right to the BBB once we started trying to collect in order to follow the Terms and Conditions of the van line (*****).
  Since the initial BBB complaint, I have attempted to reach the customer by phone, leaving voicemail with no call back, and also there has been some email correspondence between us. This correspondence has not resulted in any resolution, however the customer has stated very clearly that they wish to forego the damage claim. The customer feels that by foregoing the damage claim (which I have confirmed with the ***** claims manager would be in the $500 range), they can also avoid paying their final balance. This is simply not how the process works; unfortunately we are at an impasse and would like the BBB to consider the matter closed.
  Thank you

  Customer response

  14/11/2022

  
  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.

  Tippet Richardson has refused to look at the proof of emails provided with details about how they failed on their part on multiple occasions instead transferring blame to their customer. it is ridiculous that this business thinks I should wait for them to attend to my issues before resolving them with no urgency. First time it was mentioned I needed to pay before claims were attended to was almost 2 months later as shown in emails. No response to my claims as well initially, until they figured there was an error in payment.

  I would like Case closed as well and I would like to just move on with my $1,500 loss in damages of my personal property and unprofessional service provided and not to be contacted anymore.

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

*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. ↩