Greenland Van Lines

I booked a move from Toronto to Halifax in September and paid $200 deposit. Since then Samantha has not replied to any of my emails to give the time for pickup or to acknowledge my many phone calls. They did not show up on my pickup day! I've had to scramble to find another company to pick up my furniture. Sarah does not reply either. Stay away from this company.

I confirmed all the details of our move with Samantha by email – by the time I called to book and pay the deposit by credit card, we had sent 22 emails back-and-forth to specify and confirm the details (she made a sarcastic comment on the phone that I must REALLY like email). The only special request with our move was that we would be picking up some items at their storage facility in Scarborough as we would be living with relatives for a few months before moving to Kitchener – no problem, said Samantha.

I was told that I would be contacted one week before the move-out day with the timeframe that the movers would be at our place on move-out day. I contacted Greenland by email and phone a few times that week before as I had not heard back, including two phone calls the day before – finally at 4:58PM the day before, I received an email from Samantha to tell me that the movers would be there between 8-10 the next day.

The move-out in Calgary was great! The move-out company was a third-party so Greenland clearly outsources or contracts out their work – not a big deal to me as these guys did a great job.

Right after the movers left, I emailed Samantha that:
• “We separated all our stuff that we will be picking up from storage in Scarborough, but the guys said that they will be organizing that in Ontario. The items that we will be picking up are labelled with red dots - should I also send you a list of box numbers so your team in Scarborough can have these at the front of the storage space for our pick-up?
• Regarding pick-up in Scarborough, how much notice do you need? We are planning to pick-up during the 2nd or 3rd week in August.
• Regarding the final move to our home in Kitchener-Waterloo, how much notice do you need for this move? We are planning to move into our home in October.”

I had to follow-up one more time before receiving a reply from Samantha, but on July 16th (almost 1 week later) I received a reply:
“I will inform my warehouse manager about red stickers, Please let us know at least 2 weeks in advance. To move in Kitchener, ON please give us 1 week notice”.

I asked Samantha for some information regarding the storage facility as my insurance broker wanted it for insurance purposes. Samantha sent me a reply the same day promised to reply with the information “shortly”. After 5 follow-ups, I finally gave up trying to get this information from her.

On August 3rd, I gave Samantha more than 2 weeks notice to let her know we would be picking up the “red dot” items on August 20th. After 3 follow-ups, I was finally able to chat with Samantha by phone on August 15th – she told me that we would have to pay for 3 hours of time for the guys to pull-out our red dot items as they did not know and now everything was packed tightly in the warehouse! I sent her the email in which she said “I will inform my manager” and then she informed me that we had not paid yet so she couldn’t help us anyway – I told her that nobody had even contacted me to let me know how much we owe! She apologized and blamed the “accountant”. She then sent me a bill on August 21st that was $1000 overcharged due to extra fees and fees that were charged more than we agreed upon originally (good thing that I had everything in email, right?).

Samantha’s email to me:
“Please check the attach file, there will be additional fee for pick-up from our ware house! You did not mention anything like that to me we picked up your furniture on April 26th and you inform us with that information on July which your goods were already in our storage!”

I sent her the emails that we had sent back-and-forth that proved otherwise, but that was the last I heard from Samantha, despite 13 follow-up emails and phone calls – at one time, after speaking with someone who picked up Samantha’s phone and asking for Samantha, I was put on hold – I waited for 10 minutes then hung up and called again – I let it ring for 12 minutes then someone picked it up and hung up!

So besides having to cancel the cargo van I rented to pick-up these red dot items, I had to waste my time trying to speak with ANYONE at Greenland. I finally got through to Sarah and had to explain EVERYTHING all over to her. She updated a couple errors on the bill, but not everything – when I identified the items that were still wrong, she replied “I am aware of the charges and as I mentioned in my last email I WILL NOT BE REMOVING THESE CHARGES.” I sent her ALL the emails that Samantha and I had sent back-and-forth months earlier and finally Sarah relented except for the stair fee, which Samantha had assured me would not apply. I was too tired to fight anymore and waste anymore time so I just sucked it up and paid the $150 stair fee. I just wanted to schedule our move-in and be done with Greenland!

We finally scheduled our move-in on October 15th (so we were without our items that we planned to pick-up for almost 2 months) and I was promised that we would receive a call on Oct 13th to confirm the time. To my surprise, we did receive a call on the afternoon of October 13th so that was exciting (sarcasm)!

The move-in went well – only 2 dining room chairs were missing and another one was damaged. I dealt with Brock regarding the missing chairs and the damage claim and he was by far the most responsive employee (except once we settled – now I am not sure where he is ever since I asked him when I will be paid). On November 9th (three weeks after our move-in), the 2 missing chairs were dropped off. On November 19th I agreed to accept a settlement that paid for the repair of the chair (I had to find a furniture repair shop in Kitchener and drop-off and pick-up, but the settlement covered the charge from the furniture repair shop). However, it is December 3rd today and I have not received a reply from Brock yet to let me know when this cheque will be received – how this “accountant” at Greenland keeps his job, I am not sure.

Overall, I am NOT impressed with Greenland to say the least – very poor customer service – they will say whatever they need for you to book and then once they have your stuff they fall off the face of the earth. It would not be fair to give them 0 stars as the movers that they outsourced or contracted to move-out and move-in were great – the 2 stars that I did award were really earned by the movers, so nothing that Greenland did themselves. I would not recommend Greenland.

My move from Halifax to Toronto, although exciting, had me quite concerned about whether I would receive my life possessions in one piece at the end of the move. I found Greenland Van Lines online, I liked their website and called for an estimate, the rates were competitive so I went with them. I found the staff to be quite knowledgeable and they clearly explained my options and the process involved in the move. I had many concerns and asked a lot of questions -they listened and guided me to the best solutions to suit my needs. The overall experience was amazing. I felt confident that my belongings were in good hands.
On pickup day, the movers were on-time, professional, helpful, energized and pleasant- everything ran smoothly. My items were delivered within the estimated delivery time, and during that period I was given updates on the status of my shipment. This was the best part, because it showed they saw the importance of putting their customers first. I couldn’t be happier, everything arrived in one piece, and there was no damage to my possessions whatsoever.
After all the work was completed, I got a call from their office just checking that everything went fine with the move, and they even asked how I was settling in. Needless to say I was thoroughly impressed – now this is what I call building a relationship and that more than anything is the key to improving the customer experience. I am happy that I chose Greenland Van Lines, the service was outstanding, and the staff was excellent; without hesitation, I would recommend them and use them again in the future.

the worst ever...moved from magog to victoria. on the contract they said belonging would leave toronto the 30th of october, arrive victoria 7 to 10 days later. I drove trought the hurrican, risking my life to get here on time. Steve called me on the 30th to tell me my stuff has left toronto. then Nathan told me while i was at my sister place in MN, nov 2 that my stuff was on its way.
then sarah told me nov 6 when i arrived in vancouver that my stuff has never left toronto.

well 3 weeks later, still camping. they could even said the trut to police and my lawyer. they will tell u anything just to get you off the phone. they put you on hold 15 min hoping u will hang up.

we suspect that greenland vanline doesnt exist. it is actualy Capital moving, a terrible track record cie. when you look up at greenland vanline in the yellow page, they dont exist..their adress on web is a PO box...so where do they store your belonging?

when the truck showed up in Magog, it was label Capital moving...the guys moved my stuff very good and were nice and professional..but they didnt secure my motorcycle as promised. i did pay and extra to handle it..

they told me it would be moved into a truck..but in fact in it is a container going on the train..wich i didnt want to. so once again, they told me stories

i have called the canadian movers association and both cie are not members and they are know to hold belonging and ransom more money when they show up. their are known in the industry to be thiefs.

i have now police involve and rcmp as they have my motorcycle and we dont know where my belonging are. and as they misrepresented themself..it is even worst. they are above the law these people cause they dont even show up in court when you take them.

DO NOT HIRE THIS CIE EVER...IF YOU CARE FOR YOUR STUFF!

i have check greenland vanline on the BBB...well they are not even a reference as they are not accreditated. and as they are Capital moving with a terrible BBB, they just created another cie.

hire a cie who is accreditated with the canadian movers association and register with the BBB.

all the positive review, are actually employees writing their own reviews...so dont believe what you read!

i dont know how those people could sleep at night (sarah, samantha, nethan), avoiding telling the truth and playing with people life.

dont trust anything they tell u prior..signing up with them would be like signing up with the devil...

dont be stupid like i was...if you are rushed like i was, pay more with other big reputable cie

I had a very good experience with this company. Went through the process of quoting with quite a few different companies for our move from Oshawa to Vancouver and felt secure in not going for the lowest bidder. These guys were on time and handled all of our belongings with care. The movers were courteous and professional. They came in on budget and delivered the furniture on the date promised. I had heard horror stories of stuff not showing up on time, but everything went like clockwork. Thank you to Samantha and Brock for the great service. We would definitely use them again.

The contents of my apt were picked up November 19...a small billing discrepancy but nothing Samantha couldn't handle. When I contacted Samantha with my concerns the issue was resolved, promptly and professionally. **** Samantha offered a discount to change the rating of this review, but never followed thru with her word so now the rating is a 0**** do yourself a favour and stay away from this company!

Whatever you do, don't trust this company!!
I recently moved from Oshawa, Ontario to Edmonton, Alberta on October 30th 2012. I was told that there was a truck leaving to go to Edmonton on October 25th and that my things should be picked up from my home in Oshawa on the 23rd to assured they would be on that truck and that my goods weighed roughly 2500lbs. I agreed, and my things were picked up on October 23rd. On the 26th I found out that my things had weighed 4600lbs and that my things were never scheduled to leave on the 25th. Might I also add that no one was returning my phone call after the 23rd, and when I did get a hold of them on the 26th I had been told that the original sales person I had been dealing with, no longer worked there. How convenient. So I was then told that my things would be departing on the 31st of October (I was told this by Nathan, their scheduling guy) and that I should receive my things 7-10 days after that. I called to confirm that my things had left on the 31st just to find out that my things did not leave once again. The worst part about this, is they can't even give you a valid reason as to why your things are being delayed, they just don't care whats so ever. I have now been speaking to Mathew because apparently he is the highest person you can speak to at this company. He has told me that he would be getting me a discount on my rate since they are now charging me an extra 1000$ for my stuff when there is in fact no way in hell my stuff weighed 4600lbs! IT has been 2 weeks since he has said this and every time I speak to him he doesn't have new numbers for me. My things have finally left their warehouse in Scarborough on November the 9th and I was told I would get my things on the 16th. But again, my things haven't arrived and I was told they would now be here either the 20th or the 21st which I'm sure will change again. My mothers urn is packed in a box that they have and I have no idea where my things are, when they will be here, nothing. They also have my lizards tank and at the moment he is living in a dog crate with towels and I'm trying everything I can to keep him alive without the proper lighting and habitat. Mathew is aware of all this and he hasn't done anything, He doesn't even call me when he says he will. Green Land vanlines do not care about their customers! My phone calls are now screened when I phone, people are rude to me and they will say anything that you want to hear just to get you off the phone. all the "good" reviews on this site are written by themselves, don't be fooled like I was.

Very impressed!!!!! I was quite stressed from the past negative experiences and I had a lot of stuff to protect. Overall everything went seamlessly fine. Very happy with the result, would definitely used them again.