Stark Moving and Storage complaints

First of all we need to understand that there were two different moves as the customer stated in the complaint. First move was scheduled on July 21st 2021 (below you can see the attached confirmation page 07/21/2021). The rate was 169/h for 3 movers and a truck. On the moving date (07/21/2021) our crew arrived and started the job. Prior to that they got a signature from Ms. Olsen on the Bill of Lading in the "Origin" section (you can find the copy of it below). The whole move went smoothly. Once the crew finished Ms. Olsen paid the total bill in full (the rate is 169/h). Then she signed the bill of lading in the "destination" section with no comments or complaints. The customer was satisfied because she decided to schedule the next move with us on July 29th 2021. On this date we had the rate for 3 men crew and a truck 179/h, but she asked why the rate is higher than the last time and we explained that the second move is at the end of month and the demand is higher. She asked us to make the rate the same as the last time and she would go with us again. We made a step forward and decreased our rate. You can see the confirmation page below for the move on 07/29/2021 with 169/h for 3 men and a truck. On the moving date 07/29/2021 the crew arrived. Ms. Olsen was at the destination point and her daughter represented her at the origin point. Ms. Olsen was on the phone with the crew leader. He explained the contract conditions to her and her daughter and collected her daughter's signature in the "origin" section (you can see it in the Bill of lading 07/29/2021 below). Loading went smoothly, however her daughter asked us if we touched the fire place, because the panel was open, the crew leader stated that "no", we did not touch it, but he closed the panel and they checked together and the fire place worked. Then everything was fine. The crew loaded the truck and headed to the destination point. They met Ms. Olsen and she opened the storage unit (unloading occured to the outside access storage unit). She asked the crew leader to leave our heavy duty moving blankets on her furniture. He said we would need to charge her for that and she said "ok". The crew unloaded everything and counted the amount of blankets. There were 35 blankets left on her furniture. The crew leader went to the truck to finish the paperwork because the truck was empty and the job was done, but Ms. Olsen closed the unit, locked it and went to her car. The crew leader asked her to stay and pay the bill, but she refused and left the storage facility. We called the police, because not to pay the bill is one thing (civil case), but she stole our property (blankets). The police officer tried to contact her, but she did not answer and the officer made a report and stated that they will investigate the situation. We tried to contact Ms. Olsen, but she did not pick up the phone. We sent her an email where we stated that it's unacceptable not to pay the bill and hold our property. If she had a complaint about any damage we could open the damage claim and do it the legal way as we always do, but it's unlawful not to pay the bill at all.

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