Our experience with Trillium was terrible and costly. Our move was between Calgary and Stouffville. We sold our house with a short close, so were on a very compressed timeline to arrange the move. Trillium has sweet talking sales personnel. We trusted them and neglected to do our due diligence in checking them out. If we had done a little research, we would have discovered feedback like what you’ll see on this web site and BBB:
Here are the main issues we had with Trillium:
- When loading in Calgary the moving crew coded every packed item on the packing slip as being damaged (scratched, chipped, worn, etc.) regardless of actual condition (which in our case was pristine). When we realized what they were doing and challenged them, the movers indicated that this was mandatory practice. When we elevated the issue, the only concession we got from Trillium was that the crew foreman would write across the bottom of the form saying the furniture was actually in very good condition, but the fraudulent coding remained. Given the timelines of our move, we had no option but to hold our noses and sign.
- When our furniture arrived in Ontario the movers refused to unload any furniture until the bill was paid in full. We showed them the money order we had ready for them but they said they couldn’t unload until they had it in their possession. They assured us that all items on the packing slip were on the track and everything was in the condition as packed in Calgary. We gave them the money order.
- As they unloaded the truck, the movers ignored instructions as to which rooms to put the pieces of furniture in, and left things in random rooms. The couch and love seat were set on their ends and some cabinets were set upside down, rather than upright as any rational person would have done (!?!?). When they left the house everything was in total disarray and it took days get things into their right place.
- In the process of opening boxes, one of the movers slashed our couch with a retractable knife.
- Of the approximately 300 tagged items moved:
o three boxes were lost
o one step ladder was lost
o 10 weight plates were lost (making our weight machine inoperable)
o 4 pieces of solid oak furniture and 2 pub chairs were damaged
o We only moved two appliances – a refrigerator and a freezer. Both doors on the refrigerator were gouged and dented to bare metal. The freezer was gouged to metal.
- In response to this outcome, Trillium instructed us to complete a claim form and submit it within 10 days. To meet this timeline, we got verbal quotes for repairs, which totaled $3165. Almost half of the costs were replacing the gouged panels on the fridge and freezer. The cost of repairing the fridge exceeded its original purchase price (bought on sale).
- Trillium advised us that we had to leave the furniture “as delivered” so that they could inspect and repair themselves if they decided to do that (which they never did).
- It took Trillium nearly eight weeks to respond to our claim. Their initial settlement offer was $120 based on weight of damaged and missing items. Their claim form was incorrect compared to the form we had submitted (it missed two of the lost boxes and showed that the 1000 lbs of lost weights had been found – which they never were).
- We resubmitted our original claim form, but Trillium refused to correct their version of the claim form saying we couldn’t change the claim after it had been submitted (?!?!).
- We argued that the weight based settlement was inappropriate because Trillium was negligent in not meeting the minimum standard of care per their contract and verbal promises to us as a professional mover. They rebutted that this was a normal outcome for them (potential customers beware).
- After a month of haggling, they incrementally increased their offer to $717. At this point they indicated that our verbal quotes were not sufficient and they wanted to have written quotes and potentially have their preferred suppliers involved. We were now nearly three months in limbo and the prospect of dragging this on for more months was unpalatable. So we (again) held our noses and signed back their offer, at less than 23 cents on the dollar of what it cost us to fix the damages they caused us.
Our advice…before booking a mover, do your homework and stay away from Trillium and their affiliates.
Penny Faulkner
- Approximate cost of services:
- $13,500.00
- Company Response
Dear Mr. And Mrs Faulkner,
As you know Trillium Moving has addressed your claim and concerns and has compensated you well beyond the regular coverage which you didnt want to pay for. We have been more than fair and have responded to each and every one of your cocners and questions and has addressed them to your satisfaction. You have already received and accepted the refund. We would of hoped that with this kind of approach you would of posted a more proper and honest review about our company. We do however still appreciate your business and wish you all the best with your move.