Reviews

10/10

Avi sets the standard for how home renovation/repair specialists should behave. Great communicator, very skilled at what he does, on-time and fairly priced. Had a washer break down on me and he provided all the answers I needed to make the right decision on replacing it. I've saved his number on my phone and will be calling on him anytime something breaks down or I need guidance on whether to fix or replace.

Approximate cost of services:
$100.00
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Company Response

Thank you for the review Kevin. We will always provide the correct diagnostics and let our clients know if the repair is worth while or not.

2/10

HMS helped me move from Montreal to Whitby earlier this year in Feb (pre-covid). Their pre-sales service and response time was exceptional. Professional and courteous communication leading up to the moving day at which point the screw ups began: 1. "head" mover came in with a very bad mood. Rude and slightly intimidating to a relative who was overseeing the move while i was at work, his unacceptable behaviour forced me to get one of my staff to leave work and assist her in dealing with this guy (costing me his wage for the afternoon). Mover did soften up once faced with another man and apologized to me later because he was asked to by his customer service rep. 2. Movers forgot 2 boxes and expensive gym equipment outside the elevator bank during move. Thankfully nothing went missing but had to arrange a 2nd pickup the following day (when I was scheduled to close on sale of the condo). Had to push close date by a day as the condo was not empty and i could not exchange keys, costing me a few hundred $$. 3. Due to both of these incidents, I asked to speak to owner to review the service provided and was assured by their Customer Service rep that a call would be arranged. 4. Delivery was made on schedule 1 week later. The owner never called back despite numerous follow-ups, the mover would not deliver my things without payment in full (which I was disputing due to the costs I incurred related to their screw ups), they charged me a ridiculous 2% CC service fee (who has $3k in cash sitting around??) and their movers proceeded to break a small coffee table (from ikea, not expensive but still annoying) during the unloading. 5. Numerous attempts to contact them after, asking for a courtesy call and some kind of after-sale support to compensate for the costs incurred due to their work. 0 response until 5 months later when i was offered $20 for the "flimsy" table. They just dont give a crap. They get a lot of business because their service is in demand, they charge a premium for it, and whoever doesn't like it can shove it. Will definitely never work with again

Approximate cost of services:
$3,000.00
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Company Response

Hello Kevin, 

We are sorry to hear about your negative experience with our company, but I would like to clarify some things first.

1.The team leader was in a rush and a bit upset, it is only because the client's relative kept interfering with their work. She spent the whole time following the movers around, not two feet behind them, and standing in very close proximity to the movers when they were trying to do their packing, and unpacking duties. The mover did apologize after the move, not because he was told to, but because he felt a responsibility for his behaviour.

2.The client asked to reschedule a move several times as he couldn't move to the apartment on the original moving date. The storage price was ONLY $60 for a week, which is not a few hundred. We even offered a discounted rate as we understood the situation.

3.The client spoke with a sales representative during and after the move, she apologized for the inconvenience our mover behaviour might have caused and offered a $50 discount. The client accepted an apology and a discount and said he has no more problems.

4.We did a delivery on time and weren't late. The client rescheduled the move several times as he couldn't move to his apartment on an original moving date. Our moving coordinator was always responsive on time and scheduling the best date for the move for the client.

5.With long-distance moves, we ask to pay the full amount 1 hour prior to the unloading, which is clearly stated in our contract. We have sent and presented the contract before booking and you saw it on the day of the move. You signed and agreed. Yes, you are correct, we do charge a 2% Credit card services fee if the client is paying with a credit card. It's not ridiculous, all businesses do this. To avoid 2% of the Credit card fee, you were offered to pay using a debit card or sending an e-transfer.

6.Yes, we did offer $20 for the IKEA coffee table, which is worth $9.99. The client didn't accept our reimbursement, which was double the price of the coffee table. We couldn't compensate more than that.

Once again, please accept our apologies.

Yours truly,

Hercules Moving Company.