The wife and I use this company to move from Toronto to Calgary. We booked them two months ahead of time at which point we were asked to submit a list of the things we would be moving. We did this however unfortunately we underestimated the number of boxes we would be moving by about 50%. This roughly doubled the weight of our things. Thanks to this a 2 to 3 week move has turned into a 5 to 6 week move. During this time they are virtually impossible to get on the telephone. Emails go unanswered and even if you do manage to get someone on the telephone be prepared to be treated with contempt and rudeness. The guys doing the actual move, the guys put the stuff in the truck were nothing but polite and nice and professional. The company they work for unfortunately are a gigantic pile of garbage. I would never use this company for anything ever again and I certainly would never recommend anyone use it themselves, unless I really didnt like the person very much.
- Approximate cost of services:
- $8,900.00
- Company Response
Dear value customer,
It is with great regret that I received your complaint regarding the delay in connecting your service.
While I appreciate your honest feedback and the fact you mentioned positive aspects about the movers, I may disagree to some of your statements and would like to give some more insight here.
I can understand it is already stressful to move cross province and you can imagine how much time and effort required to prepare for the move. As a company, we can't see your items until the pickup date and no one knows your household items better than yourself. So we ask customers to inform us what they are moving and give us as accurate information as possible. We schedule multiple customers for pickups and drop-offs on the way and have to take into consideration the size of each load to ensure everything fits and we don't have to cancel or reschedule customers last minute. And I can tell you this is not an easy task to plan a trip and keep an eye on the truck's space availability. If customers don't have time or possibility to provide us with accurate information how do we then plan the move properly? It is with the dedicated movers you can be less accurate with the details as it is only your belongings going in a truck but then you pay two or three times more.
We are always trying our best to coordinate moves and gather the most information upfront. But it is ultimately customer's responsibility to prepare and provide accurate information to the company. Thus, we put disclaimers and warnings for customers before they make reservation, such as this one
Disclaimer: you are fully responsible for the accuracy of the information provided, list of items, addresses, etc. Failure to provide accurate information may lead to departure and transit time delays, as well as a last-minute cancellation. In such an event, the deposit is not refundable. To avoid changing your requested moving dates, send us the inventory and pickup address before submitting the deposit. Please note: a penalty of $300 will apply should the incomplete or inaccurate inventory provided by you force us to cancel or reschedule other customers.
We locked the space in the tractor-trailer based on the information you submitted (5040 lbs). We do leave a buffer of around 1000 - 1500 lbs. However, this didn't help us in you case when the actual size of your load was double the one you declared to us. Instead of 97 items, we loaded 187 items. With such a discrepancy we no longer could fit your belongings in the truck we planned for. Thus, we were forced to schedule your delivery with the following truck that had enough space for your belongings.
I understand it can be difficult to make a list of everything, but we offer customers an online easy-to-use service to manage inventory. We move hundreds of customers monthly and they appreciate the new system we use for gathering details.
I'm really sorry we didn't meet your expectations but we are trying our best to minimize the potential delay of your delivery. We have departures from Toronto every 1-2 weeks and the transit time for such a move is up to 14 business days. We will keep you posted on the progress of your delivery.
I'd like to make things right for you and was hoping we could find a solution that makes you happy. Please reply me back at your earliest convenience.