Mike from Vancouver

I sent the following to their claims dept. They offered me $60 to cover 2 week of hotel fees: Your compensation offer is less that satisfactory and I find it an extremely insulting offer. No where in your offer does it take into account any of the costs we accumulated due to the tardiness of your company's delivery. The whole moving process with GreenLand Vanlines has been an exhausting experience which I wouldn't wish on my worst enemy. The contract I made with Brian W (Sr. Moving Consult) was to move the contents of my house from Saskatoon, SK to Vancouver, BC. The contents were to be picked up between the 20th and 25th of May and be delivered on June 4th, and I was informed that I would have 24 hrs notice of when the pickup and delivery were to occur. I asked about getting a copy of the moving contract, what I was emailed was the confirmation number and pickup details of the move. I received my notice at 9pm on May 22nd that the movers will arrive at 7am the next day, less than 10 hrs warning! The movers arrived to a larger room full of carefully packed, labeled and weighed boxes and promptly moved them into the trailer. These guys seemed great, they moved our stuff with care, and checked to make sure my wife and I were content with the placement of her antique hand-carved wooden chest (which was filled will pillows and lined with many heavy blankets before getting placed in a large box and marked extremely fragile and this side up). I was assured that the truck was making one more stop in Saskatoon then the off to Vancouver with the load. After the contents of our house were packed in the trailer, I was given the moving contract for the 1st time and an estimated weight of 4000lb - 5000lbs. Our accumulated weight measurements were approx 3300lb not including the sofa, mattress, a carved coffee table and the hand carved trunk. June 4th had come and went. We didn't get a phone call or e-mail in regards to a delivery, so I called to enquirer on June 5th about the location of our stuff. I was told Brian was on vacation, but Steven could take care of me. I asked Steven about the location of my house and when I should expect delivery. Imagine my surprise when Steven told me the shipment was in TORONTO and he didn't know when it would be delivered! On top of that, the shipment was weighted over 5500lbs! I told Steven that I would like to have the shipment reweighed with myself or my wife present, and was charged the $300 + 3% deposit for the reweigh. Between June 4th and June 10th, my wife called multiple times to attempt to locate our shipment. Each time she called, either the receptionist of Steven would tell her that they didn't know the location of the truck. On June 11th, I received a phone call from the Greenland accounting asking if I would like to pay the remaining balance owing. I asked about the reweigh of the shipment, and she said the reweigh was already completed (without us present) and the quoted weight was correct, when I asked about the location of my belongings, again she was unable to tell me where the truck was. Naturally I refused to pay the remaining charges and asked to speak with a manager again. Again I was forwarded to Steven who assured me that the reweigh didn't happen, and was guaranteed that my shipment would be delivered by Thursday June 13th. This guaranteed date was very important as my wife had medication that she required packed amongst our things, thankfully we had brought extra medication with us which covered the majority of the days that our delivery was late. At this time I informed Steven that we were staying in a hotel (June 4th to June 14th), and Steven informed me that we can claim the hotel expenses using the online claim form. It was at this time I got the phone number for the "local" office and Steven's direct extension for future reference. June 13 we called the "local" office to enquirer about our stuff, and sure enough we we were told that out stuff had arrived and that someone should have called us to make arrangements for reweigh, delivery and payment. We made arrangements for the reweigh and delivery on June 17th. When my wife went to oversee the reweigh of our belongings the delivery staff was excellent, with the only problem being that the hard-carved chest mentioned above was on its end (not "this side up" direction) and it was obviously moved about on its corners as they are damaged (pics available). The reweigh came in at just over 4000lbs, 1500lbs less then the "actual weight" that we were asked for payment for. The damages that occurred to our belongings were minimal and considering the circumstances of being transported over 7000 km instead of the 1500 km expected. The big exception to this is a 2 inch rip in the side of the sofa (purchased brand new in January 2013) and damages done to the edges of the carved chest (which we didn't claim because we plan to find a high quality, specialized repair person). On the online claims form, we included an estimate to repair the sofa, hotel costs, and the costs of an inflatable mattress and other requirements needed after we left the hotel but before we received our belongings. The response I got was laughable, a $50 offer on over $1100 of expenses accrued because of your companies mistakes. When I refused that offer and asked for another review of my claim, stating that STEVEN TOLD US TO CLAIM HOTEL EXPENSES. It took a full 2 weeks for a reply to my counteroffer, and what I got was my claim amount increased to $60 and told it was a final offer. No name attached, no phone number, nothing. I'm going to be blunt here, YOUR CLAIMS PROCESS IS AN INSULTING JOKE. In the above experience, how many problems did we encounter? I'll give you a hint, their all marked in red and the total number is nine. Would you do business again with a company which can't deliver your shipment on time, can't accurately weigh a vehicle, doesn't do what it says it will do, and is overall unprofessional. We didn't even get an apology for the inconvenience or extra costs forced upon us. I would like you to again look this claim over, and tell me honestly that $60 is appropriate compensation for the hardships we've gone though. I would like an itemized breakdown of your claims offer. It would also be nice if there was an name and contact information appended to the bottom of your rely. If I don't receive a signed reply by 4pm Friday, August 9th, I will file an official complaint with the Better Business Bureau and take additional steps towards adequate compensation.