1. The estimated move was 5h from DT Kitchener to DT Toronto (1 bedroom, a sofa, a tv, a study desk, a queen size bed mattress without bed frame, a tea table, and a few packed boxes). However around 9:53-9:54pm we havent even moved most of the things to the side of the elevator of the new apartment. Me and my friends dont plan to pay for extra 1-2 hours just for the movers to move my stuff from the elevator to my apartment, and at that time we still have 4-5 min left until 5h, so I kindly asked the movers to help me just move the heavy stuff to my apartment and my friends and I would move the rest. However the movers said they couldnt because it already passed 5h threshold, they said they started the timer at 4:53pm. However Im confused why they arrived at 4:58pm while they said they started the timer earlier. Please find the screenshot of the phone call they made whenever they arrived. And after they refused to help me move, me and my friends paid them ~$700, and moved the rest by our own. 2. A few scratches on my 4k resolution monitor and broken leg of my sofa, not mentioning a few items were dropped out of my packing box (luckily they were not broken). 3. If you dont keep an eye on them, theyll move very very slow. After moving to the new apartment, to speed up the moving, my friend and I moved the stuff from elevator to my apartment, and the movers moved the stuff from the truck to the side of the elevator. There are 2 rounds when my friends moved everything from the elevator to my apartment, and then we went down to the loading area, and found there was nothing to load to the elevator. It turned out the movers havent moved ANYTHING to the loading area from the truck. Im so surprised and shocked by their efficiency. 4. When we were moving out from my old apartment, there were 3 people used my reserved elevator for their two big sofa, and the movers just let them in and didnt stop them, that also largely slow down the moving process.
- Approximate cost of services:
- $700.00
- Company Response
I’m sorry to hear that you had a bad experience. We’d like to clarify a few points based on our email communications:
Minimum Charge: We always inform customers that we have a minimum charge of 3 hours, and that the hours provided are estimates which may vary.
Travel Time: You traveled from Kitchener to Toronto, which typically takes around 1.5 hours by car. Considering that you were in a truck and traveling during the evening, the estimated time of 1 hour 45 minutes aligns with typical conditions and regulations.
Moving Process: We allowed you to ride with our movers in the truck, which is not our usual practice. Since you were present during the move, you would have seen that the movers worked diligently. You requested that the job be completed within 5 hours, and while we strive to accommodate our customers, we cannot be held responsible for any delays due to your request.
Couch Condition: Regarding the couch, we are only responsible for the items our movers handle. If it was damaged prior to the move or during your unloading with a friend, we were not aware of that.
We always aim to prioritize our customers and ensure their satisfaction, but sometimes it’s challenging to meet everyone’s expectations. Again, I apologize for your experience, and I appreciate your understanding.
Best,
Proactive Movers Inc