Total Care Moving

Moving & Storage
Toronto ON M5H 3R3
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Total Care Moving
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Reviews for Total Care Moving

Average customer rating:
9.5 10 (274 reviews)

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Lucy in Ottawa
Lucy in Ottawa
1 review Toronto, ON
10/10

Amazing moving service

et me ease your mind about Total care Moving from the first initial inquiry with Sarah to the moving crew I have never worked with a better group of people during my moving process. They were professional, courteous and caring at all times. They always kept me informed and Sarah made herself fully assessable at all times. She was very patient when answering all of my questions and concerns I really appreciate how comfortable she made me feel. They made my move from Ottawa to Toronto a pleasure. All my belongs arrived in perfect condition. Everything was done on time and schedule and within the cost estimated at the start of the job.

Approximate cost of services:
$1,800.00
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Company Response

Dear Lucy, we cannot thank you enough for your business and amazing review. Sarah, the office staff and our guys are among some of the best in the business. We are so thankful that you chose us for your move and got to experience our amazing services for yourself. Sarah is a superstar!!! She is great at ironing out all the fine details to leave you with a positive experience. Thank you so much -Total Care Moving

Ed Krzywonos in Mississauga
Ed Krzywonos in Mississauga
3 reviews Burlington, ON
0/10

Stay, stay, stay away from Total Care Moving

Total Care Moving

This is an lengthy, honest review, regardless of what the reply from Total Care Moving is. It is scathing, but there is a good reason for it! Stay as far away from this company as possible.

Everything was great up until moving day and it was a total disaster after that. Here are some details of our 4 bedroom house move from Mississauga to Burlington.

The one and only good thing was the hard working moving crew of May 28, 2021, which we actually praised in our email to Jenna and in fact for their hard work, we bought lunch for them. The moving truck arrived approximately around 10:30 am, even though we expected it the first thing in the morning. When we contacted Jenna around 8:30am, we were been informed that the movers will be about 2 hours late. We also requested storage for 5 days, they rented a 53’ trailer to store our furniture, as we agreed. This trailer looked as if it had been pulled out of the junk yard. On top of that it had 2 leaks on the roof and this was a very rainy day. The crew was trying to protect our teakwood furniture with blankets, but the leaking roof resulted in wet blankets. Those wet blankets were removed upon our request, otherwise there would be much more damage. The moving crew and us contacted Jenna and she advised that she would immediately contact the truck company. She said the leaks would be addressed and they will park the trailer inside or fix the leaks. There was some minor damage done which probably should not have happened if they had wrapped all furniture in blankets, not just some. Some of the furniture was wrapped in thin plastic which resulted in damage. There was only one mattress cover, even though Jenna assured as that there will be covers for all. In different words, Jenna is a work of art. She is so smooth, but do not be fooled.

The unloading occurred on June 3, 2021. The trailer arrived at 1 PM, again we waited hours for them to arrive. This crew appeared to have very little moving experience and tired easily. There was all kinds of damage due to improper wrapping, stacking, water damage, boxes turned upside down and fragile boxes dropped. Significant damage resulted to one mattress, 2 pieces of furniture, porcelain pieces, not to mention how much minor damage was done. Again it was raining and water was in the trailer. The leaks were not fixed. Jenna said that their insurance would cover us for the damage done, but it would take 2 to 6 weeks for the claim to be processed. It’s already 9 weeks and there is no word from Jenna or Total Care. We sent photos immediately, but that is where communication stopped. No returned calls or texts or emails from either Jenna or Amanda (aka, accountant).

We have been charged over $800 in GST but their invoice does not have a GST # on it. We asked Jenna and Amanda for the GST # and mailing address, no replies. They know why we are asking for this information and we will do everything in our power to take them to the small claims court. We checked the business registry for Total Care Moving; this company name does not exist in the registry for Ontario or Canada, unless they are registered under a different name. We then looked in further detail at the weights of the furniture as we were paying by the pound and discovered that the weight of the empty truck did not belong to our moving day. This document was dated April 23rd and we were moving May 28th. We probably overpaid as a result and who knows what truck they weighed. We paid over $7000 for this move. Should Total Care have acted according to normally accepted business ethics, we probably would not write this type of review, as we understand that sometimes something can go wrong.

We are positive that we will a receive lengthy reply and hopefully they will provide all of the information that we have been asking for.

Approximate cost of services:
$7,000.00
2 of 2 people found this review helpful.
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Company Response

Dear Ed,

Accusing us as being an “illegal business is called SLANDER. We suggest that you edit or remove your review before we look into it further with legal. You start by saying that you will write an honest review and yet it starts with a ridiculous statement as such. We are a legally operating moving company. We have the right credentials, business licensing, CVOR, cargo, truck and employee insurance, own our own trucks (can’t do that if you are illegal lol) and lastly our guys show up in full uniform ready to go. Your comment is baffling and immature. Did we not show up when scheduled? Did we not load your belongings and deliver ALL of them to you the next day? Did we not upgrade you to a 53 foot truck and send a larger crew to get it done? WHICH PART OF THIS IS ILLEGAL?

Unintelligent comments like the one you made, warrant this type of response. It just goes to show what we are as a company are dealing with. Your “broken” items included a broken figurine/vase (packed in a box by you), scratches on your patio table LEG of all places that was obviously previously there and a mattress that got water damage that you say is due a leak in our trailer, but yet nothing else had water damage or just any water on it at all. We will state this now, mattresses are required to be packed in mattress bags or covers, just overall. It’s such a personal effect, it should not be left bare.

- [ ] Your first email was as dramatic as this one saying that everything in that box was broken but yet you sent us a picture of one item. Our insurance is not a charity. You do not get to take advantage of it by claiming things like a patio table with small scratches on the legs that you would not see unless you physically get under it and look. We are certain that these were preexisting as you would have to know that they are there to even notice them. Unless you are willing to put it through your own homeowners insurance, do not expect us to put it through ours. How do you even think that our insurance would look into this? It’s not a giveaway of free money because you have old damages to your stuff and water damage on your mattress that magically only happened to this one item and we have no idea how. You are well aware that what you are claiming is silly, which is why you do not include any pictures.
- [ ]

Your move was performed professionally and as promised by us. Stop wasting yours and our time. We advised your agent not to continue any further communication with you due to your threat of taking her to court. Any further correspondence can be made through your lawyer if you find one willing to fight over this unrealistic claim.

******Also badgering your sales agent and talking ill of them because you are unhappy reflects on the type of person you are. Jenna is a very sweet lady who has been with us for a long time. We move hundreds of clients per month and she has helped many of them. You are upset at the “damages” why take it out on her personally and her character? She was there for you anytime you needed her. Kept in touch, communicated walked you through the process. Why take it out on her and throw her under the bus ? Very immature and disrespectful. Not once did she wrong you. She provided you with the details and you booked your move with her. She did not force you, push you or lie to you. She did respond to your claim, we have an email paper trail, she stopped when WE told her to. Nothing to do with her. The services performed were as described.

You should be a private investigator at this point. Our business is registered under a number not the name like MANY and MOST businesses are. Stop with the theatrics. You are far from understanding and your review proves it. We are not here so that you can try and get money from our insurance for items that we cannot put through for you. Be realistic. Nothing was severely damaged or broken that it needed to go through the insurance. We cannot claim a broken vase through them.

Our business is concluded with you. Feel free to take whatever steps you deem necessary.

David in Markham
David in Markham
0 reviews Markham, ON
2/10

Move homes

Nice guys on site, worked hard. There were repairs needed as they broke a dresser and didn't report it on day of move, which we didn't deserve or like. Especially after we tipped them. Office is way too unprofessional and suddenly unavailable if there is any problem with the move. I would not trust Jenna. They also held our contents on the truck until we paid! Petty and maybe they're jaded, even though they have a cc for charges. Not cool. We paid for a minor repair of $150.00 and they still, after multiple DM's, email, text's haven't responded. Poor service and sadly wouldnt use again.

Approximate cost of services:
$2,000.00
2 of 2 people found this review helpful.
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Company Response

Dear David,

We have the correspondence between you and Jenna before and after the move. Which shows that she kept in touch with you after the fact and responded to every single one of your texts. The communication only stopped when you started threatening her. We told her not to continue responding at that point. It was your choice to tip the crew as they did a fantastic job for you. No one forced you too. Even when you found little things to complain about along the way. Like the mattress covers that your wife wanted and was told were $20 each by our crew and even though we informed you of the price you didn't want to pay for them when it came down to the invoice and tried to argue this until your wife confirmed. Arguing payment methods and payment timing. Yes, it's not a hidden fact, we take payment prior to offloading just like every other company. It's in your quote, confirmation email, receipt and invoice which clearly specifies how this works and when you pay. It's your responsibility to read this over. In case you don't and miss this in all these emails, Jenna also went over this the day before your move so that you were prepared. The truck was outside on your property ready to deliver... you simply pay and we continue on. Same with the 3% processing fee for credit card, you can't act surprised when you were told about it and provided with alternative payment options. You paid $150 for something you could have fixed on your own. Regardless, it was explained to you how the insurance works but you still went and did your own thing. Everything was delivered to you flawlessly other than apparently a small part inside your dresser were the drawer was that just needed to be adjusted so the drawer would come out nicely. If you want to pay $150 for something you could have done safely on your own, that's your call but we were not covering that. Thank you -Total Care Moving

Jennifer in Oromocto
Jennifer in Oromocto
0 reviews Oromocto, NB
0/10

Total Care Moving company

We were relocating to another province for my husband work and only had so much money to move. So we got a bunch of quotes. And went with a company called Total Care Moving based out of Brampton Ontario. They were great until after we paid them. As after they delivered our stuff we noticed a few boxes of clothes missing and a mini fridge that we used to store milk for our twin boys. As we unpacked some more we found move stuff broken, canister set, the insert for the crockpot that we just bought a few months ago and nacho dish(all ceramic). I have since tried to each this company multiple times and left several messages. They haven't been in been in contact with us at all. They have also since blocked my number so it goes straight to voicemail.

Approximate cost of services:
$7,000.00
2 of 2 people found this review helpful.
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Company Response

Hi Jennifer,

We are actually based in Toronto, ON not Brampton, ON.

You moved back in May and are just now claiming damages and missing items. It does not take 3 months to realize this. It's well passed that allocated timeline to make a claim and completely unreasonable to think that after so much time you could. You or your husband never mentioned anything after the delivery was completed. Why didn't you or your husband contact us right away? 3 months later and you expect us to trust that this is the case. We picked up and delivered as per our agreement. There were no claimed damages or missing items. We don't do handouts and cannot even consider sending this through insurance after so long. You have been harass calling us this entire week. Over 20 phone calls a day on both the accounting and main line. Please stop contacting us, there is nothing that we can do for you 3 months later. We will take the bad review just stop calling out like this. That's not how this works. You cannot tell us that you only noticed now, it doesn't make any logical sense. Take care -Total Care Moving

Alex in Burlington
Alex in Burlington
0 reviews Burlington, ON
0/10

Terrible Experience moving 2+ Condo to House

Let talk about ‘Total Care Moving’…on July 2nd we completed a move from a 2 bed/bath condo to a detached home 15 minutes away. We selected this company due to its 4+ star rating, so I urge you to not fall into the same trap as us and am trying to help you by providing this review. I am going to try and summarize the issues we faced:
1. They broke dozens of items and are not responsible for these items because it ‘wasn’t packed by them’ and their ‘insurance won’t cover it’
2. They offer to disassemble furniture to move it – but then ask to borrow OUR tools to disassemble them as they don’t have tools themselves – you also pay by the hour for this service or risk your furniture getting damaged ‘in transit’…
3. While assisting them in loading the truck, I witnessed the driver smoking in the back of the truck filled with all our stuff while we paid them by the hour
4. Mid-move - their truck broke down and wouldn’t start due to ‘known issues’ – extending our move by ~2 hours which we had to escalate to get the time removed from the invoice as the team told their management the wrong time that the truck broke down
5. When they arrive, they will then extract full payment from you BEFORE they even open the truck doors – in a moment where there was a two-hour, company delay – they want payment upfront, extorting you before unloading…of course its in the ‘fine print’…
6. They unloaded in a thunderstorm – and of course had no boot slips to protect our floors and carpets from all the mud and dirt they trudged through every inch of our new home. When I escalated to their management I was told “its unsafe to have boot slips due to the grip”, yes, I am sure that their worn-out RUNNING shoes provided a safe environment for them instead of work boots…#WSIB…
7. I assisted in loading and unloading all of our stuff to try and reduce the move time, however, this still prevented them from completing their job in the quoted timelines by ~2 hours
8. Upon unloading, they offered to ‘assemble’ all of our furniture again, using my tools of course, and charging us for the additional time to assemble the furniture, I politely declined their ‘gracious’ offer
A 4-5 hour quote turned into a 10 hour stress-inducing journey. I am a pragmatic individual so I sent multiple emails to our move coordinator, Jenna, to solicit her assistance in dealing with this negative experience and she indicated that she would ‘escalate to her management’ but they ‘are very busy and may not respond right away’. Unfortunately, we are ALL busy and as customers we are taking time out of our own hectic lives to deal with the negative repercussions of your company’s service. Its been two weeks and I have received no reply, no compensation and no peace of mind for this negative experience.
Do not use this moving company – find a company who actually ‘Cares’…

Approximate cost of services:
$1,300.00
2 of 2 people found this review helpful.
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Company Response

Dear Alex,

Yes let’s talk about writing a negative review for no reason AFTER not having any issues on the day of your move, and being so understanding but conveniently after your move you bash our company… We will respond to each of your points below, honestly, unlike your statements.

First let us comment on your trap comment. You needed local movers and hired us. No one forced you to do so, it’s your own choice. We picked up, loaded and delivered within the same day despite our truck dying (your weren’t billed for it). We provided the service promised. This review is not deserved but unfortunately we cannot expect to deal with reasonable people all the time.

Not a single piece of your furniture or item as were damaged. Apparently, you say that your dishes were broken but when asked for pictures to proceed with your claim you say that you already threw everything out and didn’t take any… very convenient . I’m sorry are we just supposed to trust that you actually have broken dishes yet you cannot send any proof?! So how do you expect us to open a claim for you, discuss this with management and movers and send it to insurance for review with nothing to provide them? Obviously, this is not the case. You say we broke dozens of times as if your furniture was damaged. It was not. You are referring to dishes, again without actually providing any proof of damages. This should already be enough to show that your review is complete nonsense but let’s keep going. You also mentioned a dirty carpet… again no pictures to show for it. Makes no sense.
1. Already went over this above. We were waiting on pictures that you can’t provide. We never even got as far as discussing the insurance so where you came up with this information, we have no idea. If we broke something we would take responsibility for it WITH THE PROOF (PICTURES) provided and can look into it.
2. This is just beyond ridiculous and does not make sense. Yes, your move is by the hour, as you know and if you need more services like disassembly and reassembly then this takes more time…this is obvious. If you prepare or disassemble your furniture and reassemble yourself then it takes less time. Not sure what point you were trying to make here.
3. You did not help load the truck. The guys take 2-5 minute water breaks and do not smoke in our trucks. Funny how you never mentioned anything of this sort until you wrote a review. You were asked specifically after loading how your crew was doing, your response was that they were doing a great job and were nice… why not bring this up to us then or the many other times you were contacted throughout your move?
4. Yes, our truck battery died. The truck otherwise along with your belongings, was perfectly safe and okay. We kept you in the loop and communicated what was going on the entire time. You were more than understanding at the time. Because your move was by the hour we stopped the time and you did not pay a single penny for the time it took for roadside to come with a new battery/boost. We kept your informed the whole time. We called you and told you before even doing the invoice that you wouldn’t be billed for this…. Why would the movers lie? They call when they finished loading, when the truck wouldn’t start right after and when the truck started. We have time stamps of everything. You are the liar here. We are the ones that told you, you won’t be billed for the 2 hours. We dealt with this BEFORE you even had a chance to bring this up with us. We aren’t after trying to get $75.50 from you, it’s minuscule and ridiculous. You are the liar and we have the invoice to prove it. You also never spoke with management, your agent spoke with you the whole time.
5. Yes, your final balance is due prior to the offloading. This mentioned in your confirmation receipt, via email before your move, invoice and over the phone to you. So you shouldn’t act shocked when you were aware. It’s your responsibility to read the information sent to you, but just in case we also tell you verbally. It’s simple we bill you until what time we think the move will be done. If it takes less time you are refunded immediately if it takes more time we add it on. And we were dead on by the way and finished in the exact time that you were billed for.
6. What was the alternative? Bill you for more time and sit there? Not offload? Wait for the rain to stop? You were already very concerned apparently over how long your move will take. We keep going rain or shine. And clearly price and the length of time you were paying for was a concern to you, we just got it done. Again, you claim that we dirtied your carpets yet you have no pictures of this or proof. They wear comfortable running shoes with grip as they lift, walk and load your furniture. For their safely they stay on. They can’t work in socks or with boot slips as they can slip and get hurt. They don’t work in a warehouse and don’t wear heavy duty work boots… I don’t think we need to explain why, it’s pretty simple to figure out.
7. If you did in fact do this, that’s on you. No one tells you or asks you to help at any point. If you want to save time and help out by all means. If you are trying to save some money then go for it but this is your own choice… Your final invoice is based on the actual time it takes to complete your move not the quote. And for the record you were quoted for 6 hours and your move took 6.5 hours. Are you serious?
8. Yes, if you want them to assemble anything it takes time….And you are being billed by the hour, so if yes, you pay for this. That’s why they ask because it takes a while to put things back together. It’s a simple yes or no and if you don’t then we don’t do it. It’s not an offer it’s a question, we can do it and you pay if it adds time to the move or if you don’t have the money or do not want to pay for the extra half hour or so, you can do it yourself. Still failed to make a bad point here.

Again, all you are trying to do is make your move seem bad when it was not. You were billed for 6.5 hours and that is how long your move took. What 10 hours? If we can attach your quote and invoice here we will to PROVE that you are being totally dishonest. Unlike you we have the proof to provide. The only stressful part was dealing with you after the move and this fake bad review. You were told by Jenna that unless you have pictures or proof she has nothing to even send to management for review…. The guys did a great job, provided the links services that you agreed to and wanted and dealt with an unfortunate situation without causing you any headaches. We are more then okay if you do not use us again. Thank you for your dishonest review and taking away from how hard the guys worked. It’s very sad that you went as far as writing a bad review for no reason. It just goes to show that even when dealing with a bad situation honestly and properly, proving great services and ensuring that we get the move done no matter what, people of your nature are just impossible to please. -Total Care Moving

Private User
Private User
Private User reviews Markham, ON
10/10

Made moving day so much less stressful. Thank you!

Total Care Moving made the moving process so much less stressful. They were good about communicating and confirming everything in advance, and when they arrived, the work was done well, and the movers were friendly and professional. I hope I don't need to move again soon, but I would gladly use their services again next time. It was also nice when the movers complimented how well organized our boxes were-- If the professionals noticed that you packed well, you must have packed well ;D

Approximate cost of services:
$1,700.00
0 of 1 people found this review helpful.
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Company Response

Dear Client,

We are very grateful for your informative and amazing review!! We are so glad that you got to experience the incredible services that we offer to our clients. IF you ever move again we would be honoured to help move you for the second time. Thank you for making it easy for our guys and being so well prepared. We truly appreciate your business. Thank you so much for taking the time to post about your great experience with us. Wishing you and your family only the best. -Total Care Moving

Kepp in Scarborough
Kepp in Scarborough
1 review Toronto, ON
10/10

Job well done

Our company hired Total Care Movers to move us into a new city. They were outstanding. They really took care of our products. Our movers really made us feel comfortable throughout the move. They did such a stellar Job packing and wrapping our merchandise. They took what seemed like an impossible never ending job and made it look easy. Jenna was our go to person during the before, during and after the move. She did a great job keeping us in the loop. Her customer service reflects the company as a whole. She was dead-on with the quote. All in all we highly recommend this company.

Approximate cost of services:
$2,300.00
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Company Response

Dear KCC, thank you for using our relocation services for your business move. Our crews are trained to make sure that they are loading and offloading carefully/properly. This way your merchandise and office furniture stays safe throughout the process. Jenna is one of our fantastic agents here! She always goes above and beyond for her clients. We would like to thank you for your review. We wish your business all the best at your new location. -Total Care Moving

Gail in Toronto
Gail in Toronto
0 reviews Toronto, ON
0/10

The worst move I've experienced

1. Furniture broken
2. Walls damaged
3. Installations paid for NOT done
4. Overcharges/held my stuff ransom until I paid an extra fee
5. Sloppy and late
6. The poor staff was exhausted
7. Worst move I've experienced.

Approximate cost of services:
$10,000.00
2 of 2 people found this review helpful.
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Company Response

Dear Gail,

You forgot to mention in your review how you threatened one of our agents and said verbatim “I will crucify you”. You also forgot to mention that this was your second move with our company, which goes to show that you were very happy the first time around.

Here’s what actually happened. When your agent asked you how your loading went your response to her was "I am very upset with you personally". Before that point you had absolutely no issues and never mentioned being upset about anything or at any point during the loading. When your agent asked you to elaborate, your response was “because the guys finished loading at 10:00 PM I’m angry with you”. Your agent proceeded by explaining that they stay until they get the job done and you do not pay for the time it takes. It also took longer because you had filled an entire 53 foot truck. We do not rush to load belongings, it takes time to do this safely and properly. Your agent then asked how the guys did overall. You told her that the guys were fantastic and that they did an awesome job loading but that you are mad at her because they finished loading at 10:00 PM. Once again your agent apologized that you felt that why and that’s when you hung up on them. Your agent called you back trying to resolve the “issue” and your response was “I don’t like you and don’t want to talk to you and I don’t want to hear you babble and I will crucify you”.

This is unacceptable and completely inappropriate. No matter the situation you have no right to speak to anyone that way. Your agent was professional, polite, tried to resolve this with you, was always there when you needed anything and you respond this way?

No one held your belongings hostage. We were on your driveway ready to deliver waiting for you to complete your payment. How is that holding anything ransom if your belongings are on your property? You were very disrespectful and unreasonable, we are not surprised that you went as far as writing this review.

We have asked that you no longer contact our company after the way you spoke to your agent. Post all the reviews you want but here is the truth that you don’t bother telling. We were on time, picked up one day and delivered the next day as promised, gave you the customer service we promised and treated you respectfully. Yes we did charge you for a long carry fee as the guys had to walk the entire contents of the 53 foot truck from the end of your driveway (over 150 feet) to the front door and finally inside your home. You did not mention that the large truck could not fit onto your driveway. We charged you such a small fee (which goes to the guys by the way) for them having to carry all your furniture that far just to get it into the house. Of course they were exhausted after that!!

Worst experience but yet your used our company twice now. And you said that you were happy with our crew. There were zero problems and you created an issue out of nothing. At no point were you told that the loading would be done by a certain time. It’s done once everything is on the truck and ready to go. Were we supposed to finish earlier and leave some of your belongings behind? That's not how we operate. Finishing by 10:00 PM may not have been ideal and we can understand it being a long and tiring day however, that is how much stuff you had and how long it took to be done.

Threatening our employees is where we draw the line. Please do not contact us again. Thank you.

Jenna Brink
Jenna Brink
1 review Toronto, ON
0/10

The worst company- Jenna is nightmare after she locks in your sale and Mike only cares about his money

If you hire this company good luck dealing with anyone outside of Jenna. I’ve lost all trust in this company and wouldn’t be surprised if “Jenna” uses a fake name when dealing with customers. They have been dishonest in all steps of this process.
They purposely wayyyyy under quoted us to lock in a sale, damaged our belongings, lost some of our belongings, mixed our belongings with other customers, and then we had to fight to get a receipt of our payments. Jenna told me that “I was making this more difficult than it needs to be” when I requested a receipt of payment and asked to speak with a manager. She also bullied me over the phone when I told her I was uncomfortable sending an etransfer. Their debit machine wasn’t working at the time they delivered our load so we were forced to send an etransfer. They told us that if we refused to send it, they would charge us with late fees for holding up their truck. We have a max of $2000 that can be sent through etransfer through RBC. While on hold with RBC to increase our limit, we received a call from a man who did not give his name but I believe it to me Mike the driver(we later found out Mike owns the company). This man yelled and swore at us as because it was taking too long for us to send him “his money”- we were on the other line with RBC to increase our etransfer limit and he accused us of purposely taking too long.
The company is the definition of unprofessional and a true nightmare to deal with

Approximate cost of services:
$5,500.00
4 of 4 people found this review helpful.
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Company Response

Dear Jenna,

The false accusations and inaccurate information you have provided is completely unnecessary. We can understand if you were unhappy about your final invoice, however making up lies about our company to make the situation seem worse then it was is not necessary.

Jenna has no reason to use a fake name, this is her actual name. Where you came up with this theory we are unsure. But to clarify again she is a real person. You however, did not use your real name in your review, for the record. This is also the first and only complaint about Jenna (other than your husbands, Christians review) because she truly amazing at what she does. You chose to take everything out on her, which was not deserved.

If by being dishonest you mean guiding you every step of the way, making sure that we went over all details, having no additional/surprise/hidden fees then yes that is what we did. You paid for only what was discussed with Jenna and there were absolutely no additional costs added to your invoice. This is also the first time that we are hearing of damages/lost items. You have not informed anyone about this at Total Care Moving, not even the driver. You had no missing items or damages to your belongings, again no need to make us look bad by lying.

Let’s talk about the facts, your original inventory that you had gone over with Jenna was less then what you had actually shipped. Your husband called to notify that the number of boxes you will end up having will be at least double the amount you originally anticipated. Jenna, responded by saying that is okay, it may just increase the overall weight. We do not “low-ball” or under quote, otherwise what would be the point of going over an inventory? We agree that you ended up having more weight than the estimate. With this, we had provided you with the scale tickets for both trucks with the exact dates and times of scaling to the minute. This showed your proof of legitimate weight. Despite the proof in hand, you and your husband started accusing our driver of adding the ramps that weighed 220 LBS, in total, onto the truck to increase your weight… We explained that our drivers and company do not operate this way and we confirmed with the driver that he offloaded the ramps prior to scaling. You guys kept arguing, so we deducted the 200 LBS off your weight and invoice since we could only go by our drivers word. Still, you were unhappy and on to the next “issue”.

We even discounted your move by $150.00. At the end of the day your whole problem was with the final amount due. You were aware that your final invoice is based on the ACTUAL government scaled weight of your belongings and not the quote. We understand that its more then you were quoted, but this just means that you had more items then disclosed or heavy pieces. The proof is there, in the scale tickets, and there is not much more that we can do.

Your review is very deceitful. When it came to the payment the driver was trying to process your card which was not working. Not to waste time and to make things easier we reached out (Jenna called but was ignored so she sent a text) and asked that you send an e-transfer instead. At this point you DEMANDED (to the driver first) that you would like your receipt for your first payment (a week before) before sending an e-transfer. The driver does not deal with these things and just wanted to clear the balance, start the offload and head home. Why you chose to take this up with him and give him a hard time instead of calling Jenna or responding to her texts, we are unsure. You then called Jenna and said “I am not making the payment until I get a receipt”. Jenna said no problem, she can request a receipt from the accountant. She then explained to you that typically a full payment receipt is sent once all payments are completed. You were extremely rude to her and said that you don’t care you want it sent right now or the payment will not be made and so on. This was completely unnecessary. Who was bullying who here? Still, Jenna tried to explain that she will try and see if accounting is available to send it right away and told you that this is not an issue. She asked that in the meantime you complete the payment instead of giving the movers a hard time and just let them start offloading. At no point did you say that you weren’t comfortable making an e-transfer. You were trying to pay via debit but it was not working. You weren’t forced to send an e-transfer, we have in text from your husband saying that this is not a problem. You made the payment into a big deal the second time around, the first time you had no issues. You then demanded a manager and she had one call you. You had over a week to request a receipt for the first payment, instead you chose to do so when your payment doesn’t go through and the guys are waiting to start. All receipts are sent once full payments are made from accounting. At no point did we say that we would not send you a receipt.

You sent 2 e-transfers from 2 different accounts. What should have taken minutes to complete a payment took 2 hours. Yes, you were told that if we don’t start offloading waiting fees for the guy’s time will be charged. We did not charge you, for the record despite wasting so much time. It does not take 2 HOURS to make a payment. You were being unreasonable and delayed our guys purposely. They are on the road working hard in the middle of COVID, trying to just get everything safely offloaded and head home (you were their last delivery) and instead of just making things easy you delayed them and threw a fit.

We suggest that you ask questions or do your research. Our long-distance driver Mike, who was also at your first pick-up and delivery is not the owner of Total Care Moving. He is an AZ driver who has been working with our company for a long time doing long-hauls. When you accused him of weighing in with the ramps, he even reached out saying that management asked him about this and he wanted to reassure you this was not the case.

No one from management called to yell at you. You asked for a manager to call so they did. They had the accountant send the receipt for the first payment, as you requested and then asked you what was going on with the final payment. We did everything you asked. Once everything was cleared he got off the phone with you.

Again, you have significantly altered your actual experience with what you have written in your review. Jenna was very attentive, answered every single one of your calls, emails and was available every step of the way, even when we was away for personal reasons for a week. Even then, she had someone help you with your questions/concerns. There was absolutely no reason to throw her under the bus she did not deserve this review against her. Your husband continuously said how much he appreciated her professionalism, customer service and kindness. She never spoke with you except when you called demanding a receipt. She maintained a professional attitude despite you being rude to her, calling her names and giving her a hard time. Other than your invoice being more than the quote, you got the exact service you were promised. Any issues were immediately resolved and looked after.

Fantastic Service!
Fantastic Service!
0 reviews , ON
10/10

Fantastic Service

Fantastic move experience from start to finish - adhered to estimate, help every time I need it during the getting ready to move process and the movers were great on moving day..from pick up to delivery. Can't say enough positive about my experience. I had been nervous because of so many negative stories of moving experiences but these guys are fantastic. I highly recommend them.

Approximate cost of services:
$8,500.00
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Company Response

Dear client, thank you so much for writing this amazing 10 star review!!! Our office staff and crews are always there when you need them. We are so happy that you got to experience the best service possible from all of our departments here at Total Care Moving. This is exactly why we do what we do! Thank you so much for you business and for writing about your great experience with our company. We are thankful for you. All the best -Total Care Moving

The reviews on this page are the subjective opinion of the Author and not of HomeStars Inc.

More about Total Care Moving

Thank you for visiting our HomeStars Page! We are a proud Canadian & family owned Moving Company. We Service pretty much all of Ontario and even perform moves to and from Quebec, New Brunswick, Nova Scotia & PEI. Please give us a call or request a quote from our website. ...
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