Mackie Moving Systems

This compagny wad hired by Samsung to deliver my fridge. Arrived at my place, they didn't have the right tools to bring my fridge up the stairs so they judge appropriated to PUSH the fridge in the box face down up the stairs. Once outside the box, the fridge had many physical damages on all the doors and it was a messy and complicated journey to have them changed by Samsung.

Mackie was hired to deliver a new fridge on July 7, 2023. No one took responsibility for destroying the power plug (see photo) on the newly purchased fridge. The result is I had to re-order a replacement fridge which would take an additional 5 business days to get delivered. Then on second attempt to deliver the 2nd fridge (July 13, 2023), the Mackie Delivery people would not let me inspect the fridge. Insisting I sign their waiver (after clearly seeing them bump the top of my door.

The glaring issue for me was Mackie knew the fridge was damaged on July 7, 2023 at 5:30 am when the fridge was loaded for delivery, but did not notify us. Mackie Management decided to attempt to deliver to see if I would accept it, in this non fuctional state. Mackie choose to profit from a rejected order (as they get paid for making an attempt to deliver).

Events:

1. Appliance was delivered to Mackie on Tuesday July 4, 2023.

2. Mackie called Thursday July 6, 2023 to confirm my address and schedule a delivery between 12 pm and 5pm.

3. Mackie truck showed up at 3 pm on 7/7/2023 at 3 pm. Did not unload appliance, but brought me on the truck to inspect the crushed power plug. Then had me sign that I rejected the delivery.

4. I had to then provide the Appliance Manfacturer customer service, sent them a photo of the damage, then waited 1 hour to talk to 2nd level support. Alls they could do is re-order an appliance (would be delivered again by Mackie) with the earliest delivery of 5 business days.

I received 3 quotes all within $1-$2500 of each other. Choose the sale person that I thought to be more knowledgeable and guaranteed he would be there through the whole process. WELL NEVER TO HEARD FROM HIM OR SEEN HIM AFTER I SIGNED THE CONTRACT. I had to call a few days before to make sure everything was on track.
They arrived on moving day, the driver took a quick walk through the house with me and 3 other movers. WELL... they started very quickly and clearly working against the clock. I heard the driver on the phone saying "we are squeezing in a shipment to Vancouver with this load"
I couldn't believe the small compartment on the large semi truck my stuff was being shoved into. I said to them "I HOPE YOU KNOW WHAT YOU ARE DOING"
The driver spent 90% of the time with me in the kitchen writing out "inventory and condition of articles shipped ".

Everything went very fast..... there were things I was noticing and questioning in my head but things moved too quickly.
At the end the driver said to take a quick walk through the house to ensure no walls etc were damaged.
He had me signed the inventory sheets and left. Afterwards a friend and I cleaned I noticed a huge scratch on the landing of the stairs, I text the driver, he said there was a runner on the floor. NO THERE WAS NOT. He said he would contact cust service.... never did.
Over the next few days I was reviewing the inventory list (which was at least the 4th bottom copy and was really light) and saw all the codes he used for the condition of my goods. EVER SINGLE ITEM WAS NOTED TO BE "SCRATCHED, DENTED, WORN, CHIPPED, RUBBED, STAINED, SOILED..... I was in total shock and called customer service, then wrote 3 page letter to them as to how I felt they described my goods as complete garbage. If something was going to be damaged in shipping there is no way to make a claim as everything is already DAMAGED!
My goods were middle to high end newer furniture and in immaculate condition hardly looked even used as I was the only person in the home.
The driver had not looked at anything closely other than the initial quick walk through, but described everything as damaged. I only heard a few comments from a mover when they noticed a worn remark was to be made.

ALL I GOT WAS A STANDARD CANNED RESPONSE FROM THEIR CUSTOMER SERVICE DEPT. I was just sick as my goods at this point would be in their storage for several months. NO ONE...... ABSOLUTELY NO ONE GAVE A DAMN HOW I FELT. I even called one of the owners (Norm) for help and and didn't have any sympathy, just said he would have someone contact me. I got the same answer from everyone.

Once my goods were shipped to the destination,only 1 mover showed up).
After I sent in a claim, they sent their claims person to view my damaged furniture. I asked him and showed him the inventory description, does the description look anything like my goods ..... HE SAID NO. Does any of my furniture look damaged and that worn, HE SAID NO. Other than the pieces they damaged.

It took months to get a small settlement from them and their attitude is "THEY JUST DON'T CARE"
IF I CAN GIVE ANYONE ADVISE..... TAKE PICTURES OF ALL YOUR FURNITURE, FRONT BACK, SIDES ETC. and clearly DO NOT USE THIS COMPANY.

I cannot believe this company has been in operation for decades and treat their customers this way.

Extremely rude which I can ignore but they are also not careful with your appliances. They do not understand even the basics of customer service. I would never recommend Mackie, ever.

The movers were beyond excellent, quick kind,no matter the outside hiccups.
My closing date got changed after they had loaded the truck. They helped me get in touch with the office and my things were put into storage until they could complete the delivery a week later.

Mackie moved us from Pickering to Windsor. They damaged a living room coffee table beyond repair. We submitted a claim for a new table and Mackie (Atlas) came up with a document that indicated our table was in a damaged state prior to the move. We had never seen this document. This is an outright fabrication, this table was in our living room and it was in pristine condition.
Mackies final price was $500 more than had been quoted. This after we allowed them to miss our promised delivery date by 2 days because one of their drivers was dealing with a health issue.
Mackies rep Jena was very pleasant when she came out to prepare a quote but be advised, once you sign on the dotted line Jena will pass you off on to her support staff and you wont see or hear from her again.

Mackie moved us out of 2 apartments in around 4 hours. Very impressed with the experience. Wouldn't look anywhere else for movers

I really wanted to use this company but I have a same day close and was told a 6pm unload was too late. They would have to unload my stuff at a warehouse and bring it the next available day(date unknown). If this was done I was told it would almost double my quote. I am surprised a moving company can not be more accommodating!!

Waited the afternoon for delivery of appliance from home depot. Called home depot and they confirmed product available but mackie unable to complete delivery. No phone call or communication to notify me the day of or the day before that they couldn't deliver on scheduled day. Unprofessional, unreliable and disrespectful. HD should change delivery company.

Same issues as many of my fellow Torontotonians and Mackie services.

In December of 2020, I placed an order with for purchase, delivery, and stacking for a washer and dryer. I also purchased haul-away service for my old units. The delivery guide from the retailer website makes it clear that haul-away appliances must have water, vent, and electric disconnected. It does not mention anything about having the appliances unstacked before removal, or having the stacking equipment uninstalled prior to removal.

In January, a 2 person team from Mackie show up with my unitized washer/dryer appliance and inform me that it is too big to bring to the second floor with a 2 person team. They (the Mackie delivery team) tell me that they will place a work order for a 4 person team to deliver the unit, and that I should leave the new unit in my home until they arrive.

A full week goes by and I receive no phone call or email from Mackie. Finally I reach out and it seems that the work order was not placed. Okay, I request a 4 person team show up. 1 week later another 2 person team shows up and they say it cannot be done. Also, they will not take my brand new units with them as they do not have the paper work. I call Mackie and H.D. again to coordinate a refund and to haul away the washer/dryer that's too big. I purchase 2 new appliances that are smaller and can fit up the stairs. By now it is February, and the appliances will not arrive until early March.

When the washer and dryer finally arrive, the delivery team come into my home to do the haul away service. The delivery person takes one look at my stacked washer/dryer and walks out the door saying that I'm not prepared, that I do not respect them, that "you people never respect us" (I am a visible minority). I am both flabbergasted, confused, and insulted. When I finally am able to convince them to move the unit for haul away, they refuse to bring it downstairs as they do not hoist above their waist.

None of this is communicated anywhere on the retailer delivery FAQ nor is it in Mackie's pre-delivery messaging.

They leave my home, and I am left confused, insulted, and beyond angry. When I call Mackie to let them know, they tell me that they will send a 4 person team.

Finally in mid-April, Mackie arrives again and, unsurprisingly, they have sent another 2 person team. This team, however, is able to hoist above their waist and to haul away my units.

I have never in my life paid for a service and have to end up begging for the service-provider to complete the job, nor have I ever had to pay for a service only for the service-provider to call me "you people" in my own home. I've also never had to wait 4 months for an appliance delivery, and been consistently told one thing (being sent a 4 person delivery team) and receive another (being sent yet another 2 person delivery team).

Judging by the other reviews here, it seems there are at least 1 delivery team from Mackie that is consistently unprofessional, insubordinate, disrespectful, and (in my case) racist. I will no longer be shopping at H.D. , and will actively steer others away as well.