Recent move - horrible experience
Ann and Michael were very nice but we were told that they had movers who were full time employees who could speak English well. When the movers arrived they were in a budget van. The only person that spoke English was the driver. We were told moving carpets would be placed on the ground, which was never done and the movers tracked thick mud into our home that we were moving from on our stairs and all over our wooden flooring. Michael had told me they would take a part and reassemble bedroom furniture but the movers insisted that we take a part the bedroom furniture and then refused to reassemble it. We were told that we would be paying for the service from Start to finish and not an hourly rate. We were surprised when the movers gave us a bill for only 8 hours of service in which they miscalculated and only had moved us for 7 hours 1pm-8pm. They left abruptly, they were rude and they broke our crib base the sauder bolt. I had told Ann but she never got back to me. They also damaged our wooden staircase in our new home. I had written confirmation of 6 wardrobe boxes and only received 4 to use. Overall, I would not recommend Moverunner and would recommend going with a bigger company. I chose to work with them because they were a local Canadian company and I was impressed by Michael’s list of promises that were never delivered
- Approximate cost of services:
- $1,100.00
- Company Response
Dear Ekta, I took sick right on the day of your move and did not get back to you. My sincerest apologies. I have left a message on your cell phone. When you call me back we will make amends to you to your satisfaction. I am going to forward your information to our insurance adjuster to repair the damage. I have spoken with our customer and we are repairing the crib and the damage to the stairs. The overcharge was a misunderstanding. She did not account for the travel time that is included in every estimate. We are doing a monetary compensation for the cleaning. We have sent the money to cover the full cost that Ekta paid to have her floors cleaned.
Follow-up to resolution of difficulties : During Covid-19 it has been difficult to replenish some of our supplies and we ran low on floor runners and therefore paid for the full cleaning.. There was a misunderstanding about the beds. On the day of the move, when Ekta called me, I sent the crew back to reassemble this. Ekta threw out the crib, so we did not have the opportunity to fix it. As far as we can tell, we have resolved these issues, and regret that the move did not go perfectly. We have always and will always respond to a customers issues immediately. In most instances, our customers interact exclusively with the crew chief. The crew chief on this move was a native born Canadian who speaks English as well as you and I do. Beyond that, Toronto is one of the most culturally diversified city in in the world and it is considered to be this, because of the hard working immigrant population, many of whom came here without knowing English. Over time, they all learn our language and during this process, they deserve to work and feed their families. We would hope that all Canadians, new and old, would feel the same way.