Complaints

• Initial Complaint

  24/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is being filed after 6 months of multiple patient attempts followed by multiple unfulfilled Calgary's Best Moving (***) promises to close a $2877.02 ********* claim for 'the repair' of goods damaged during a move. CBM was legally responsible for the care of our home possessions from the time they were picked up at our ******* address, stored in a CBM-rented storage unit, and delivered to our new ** home address. Our CBM Booking Confirmations confirm our choice of "$50,000 Replacement ***************** ********* coverage for our possessions. On CBM's Booking Confirmation were the three additional statements: "Your move is fully insured and best of all we guarantee satisfaction"; "We offer our 100% Satisfaction Guarantee!"; and "Put Simply, if We Damage it, We Fix it!". CBM staff presented the Bill of Lading at the end of an exhausting 10 hour move-in day with several damaged goods identified in need repair. *** had incorrectly filled out the Declaration of Value Section on the Bill of Lading by including CBMs minimum liability coverage of $0.60/lb rather than the $50,000 Replacement Value Protection ********* coverage we had asked for and was confirmed on the CBM Booking Confirmation. On ***** *****, a deadlined request for $2877.02 payment phone call, ************* by end of day ***** ***** was made/sent. This ask respects the 'quoted repair cost' not 'replacement' of damaged goods that would be covered under the '$50,000 Replacement ***************** ********* requested and confirmed on the *** Confirmation Booking. *** ***** ***** suggested possible upcoming proposed settlement offer is based on *** minimum liability coverage of $0.60/lb and is "'a little over $300.00 with a deductible of $250.00' and it will be dealt with 'in a timely manner'".

  Business response

  23/05/2023

  To whom it may concern : we fulfilled our end of contract and brought all your personal effects from ******* to storage in ******* DAMAGE FREE , you then decided two lockers were to expensive and wanted access to them to remove items and consolidate both lockers once you had access any insurance is VOID. You had three different invoices and on each one of you look at the insurance on contract , NO FULL VALUATION WAS EVERY PURCHASED! And was released at .60 cents per pound. Calling our office and screaming not letting anyone talk and being RUDE WILL NOT BE TOLERATED! Threatening emails will be deleted. I sent you a claim form and outlined what you were entitled too at .60 cents per pound less your deductible of $250.00. Now claim has being closed. 

  Customer response

  26/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Im rejecting this response as many statements from CBM are untrue. 
  A. The move we contracted with CBM included a ******* to ******* move; storage in a ******* CBM-rented storage unit & storage to ******* home moves. Storage unit access was offered by CBM & never was access voided insurance mentioned. In the storage phase, CBM moved (unauthorized) our items in the unit that we were paying for in-full, to accommodate another CBM load. 
  B. CBMs practice of noting on the Bill of Lading, the **** cent/lb released value protection (legally required) rather than the requested/booking confirmation sheet documented full replacement value insurance & presenting that document at the end of a long moving day is a way CBM misrepresents its insurance coverage to customers. This then allows CBM to claim its not financially liable for move incurred damages leaving customers financially responsible as the **** cents/lb less $250 deductible covers little. 
  C. Being professionally trained to have problem-solving conversations, I would not scream, not let anyone talk, or be rude. That behaviour, plus swearing & hanging up, was demonstrated by CBM.
  D. Threatening emails were not sent (submitted to BBB). We were a 2-year CBM customer & paid on-time/in-full. After 8, not 6 months, of repeated polite calls & CBM promises to process the claim to repair 5 art pieces (broken glass/frames) & 5 gouged/scratched wood furniture pieces with 'the deductible waived', an email with a deadline was sent to CBM. In anticipating CBM would not settle & to be transparent, included was reasonable next steps that would be taken (BBB & ******* Consumer Complaints). With receiving the email, CBM dropped the offer to waive the damage deposit. 
  Our CBM experience learnings. 1. CBM is not a member of the ******************** of Movers (). 2. "Ask to see the Bill of Lading before the move even begins. 3. Check the Bill of Lading to ensure that the insurance you requested is correct. 4. Ask for the government-certified Weigh Scale Tickets' prior to your items going into the empty moving truck & after it is loaded. Ensure all correct weights are on the Bill of Lading. 5. Request "a copy of the detailed inventory and tag numbers that the driver & crew have created of your items. 6. CBM also uses the name *************** ******.

  
  
  Sincerely,
  
  ***************************

  Business response

  26/05/2023

  Policy is Policy and we will not change it to suite your wants. Your first threat has being completed, please follow with other threats you screamed at the office , rudeness will get you nowhere or nothing with us. Ive closed file!

  Business response

  04/06/2023

  As stated before we have closed your claim and the original offer at .60 cents per pound has expired

  Customer response

  16/06/2023

  
  Complaint: ********

  I am rejecting this response because it doesn't comply with the agreed-to Booking Confirmation terms & law & insurance policy terms override company policy. CBM initially requested quotes for repair of damaged goods when providing the claim form on **** ****** After an ****** **** CBM receipt of the claim & repair quotes, CBM switched to a '$0.60 cents/lb offer with the deductible waived' then to a '$0.60 cents/lb offer less a $250 deductible' & now, 10 months later, CBM is stating the 'the claim is closed as the offer has expired'. As CBM’s Carrier Liability Certificate will define CBM’s liability for our shipment and as advised by the Canadian Association of Movers, please provide to the BBB & myself a copy of CBM's Carrier Liability Certificate. 
  

  Lastly, to be clear on the facts, I have never visited CBM's office & I have never screamed or been rude. I'm trained to have constructive, solution-focused conversations. In actuality, my experience is reflected in the words of others who have had problems in resolving issues with all the moving companies the owner has which include CBM, Interprovincial Moving & Western Provincial Movers. Customer review statements include "The owner is super hard to get ahold of to get any type of help; trying to work with the owner was fruitless; the owner takes no ownership & only implied it was our fault; the owner failed to deliver on so many levels; the owner/manager said they would pay for the damage, but when the building manager sent the invoice, the owner ghosted us; the owner fought me; the owner hasn't responded; the owner ignored me; the owner told me it's not his problem; the owner was unprofessional & a thug to deal with. He lied through his teeth."
  
  I kindly suggest that we each own our own behavior, quit talking about behavior & put that energy into a calm, adult approach into resolving this issue. I look forward to receiving CBM's Carrier Liability Certificate & a constructive resolution.

  
  
  Sincerely,
  
  ****** *******

  Business response

  17/06/2023

  FILE CLOSED!!! Why would we give you anything for damages that was caused by you and husband moving and consolidating lockers trying to save money , especially after we told you that you having access voids any insurance, you better take a good look at who the liar is, we are not re opening claim and we don’t have a company in ******** **. As you’re suggesting! Considering we move over 60 families a month we have a great track record of happy customers.

  Customer response

  21/06/2023

  
  Complaint: ********
  
  I am rejecting this response because statements made are untrue.  First, thank-you for suggesting that the damage to our items may also have occurred during the time of storage.  The storage units were rented by CBM and paid in full, on time monthly by us to CBM.  CBM's name was on the storage unit rental agreement with the storage facility, and as such, the responsibility of all goods within the lockers were solely that of CBD.  Please provide to the BBB and myself the CBD insurance coverage purchased and held for the coverage of our items while stored in the CBD-rented storage units.  The Insurance Policy will verify the terms regarding owner access to goods within a CBM-rented storage unit.  Secondly, my husband and I hired CBD for the consolidation of our things in the storage units for several reasons.  CBD without our knowledge nor authorisation moved our things to the back of one unit to temporarily accommodate another one of their loads.  Renting one storage unit versus two does cost less money so yes, I would agree that we were saving money.  That said, we also did not want to be in the position of paying for storage space for CBM's business use.  Thirdly, as CBD has stated in this response that "we are not re opening a claim", please provide to the BBB & myself the documentation of the first insurance claim that was submitted.  In addition, we are still awaiting & requesting a copy of CBM's Carrier Liability Certificate.  
  
  Sincerely,
  
  ****** *******

  Business response

  26/06/2023

  As per your request , customer was explained about insurance when we picked up in ******* *****) that she’s covered under blanket insurance of $.60 per pound with a $500,000 cargo in case of upset or accident as well a $50,000 liability bond that covers theft or damages to anything in the loading process, as if the guys were carrying a large Buffet or hutch and stepped off the ramp and would be replaced or fixed under that , not once did ****** or **** ask for full valuation insurance also, the load we brought it from **** went into storage and not residence originally when told house wasn’t ready storage was arranged under company name, on months later, they wanted access. I told them that was out of the ordinary. We don’t usually allow that. I told both customers at that point once you have access, it voids any insurance. Also none of the pictures were packed and should have been in mirror cartons packed by customer , they were advised at that time we can pack them for an extra cost and that was declined. We move 30-60 customers per month and do 85% Referrals and have a no tolerance for abuse from customers . As stated in complaint thread, she called the office swearing, screaming and threatening us. If she wants to proceed to the courts we are more than willing too go that avenue. But will not re open her file.

  Customer response

  14/09/2023

   
  

  Complaint: 19971270

  I am rejecting this response because statements made are untrue.  First, CBM’s owner offered us access to the storage units at our Calgary home after all our possessions were loaded and arranged with the Kelowna storage facility to have keys ready for our pick-up as soon as we arrived in Kelowna which was within the week.  ‘Access voided insurance’ was never mentioned.
  Secondly, the business statement regarding insurance conversations had with us is false.  Only two insurance discussions were had with CBM staff.  1.  By telephone with a kind CDM lady when we received CBM’s quote for the Calgary to Kelowna move.  The discussion included insurance coverage for not only repairable damages but also replacement of damaged items that could not be repaired.  During that discussion, I stated we wanted coverage for repairable damages & replacement of damaged items that could not be repaired.  It was confirmed that this was the coverage that we would have for the entire move - Calgary home pick-up to Kelowna home delivery.  
  2.  Occurred after the 10 hour Kelowna home move-in day when CBM movers unpacked & unwrapped CBM packed & wrapped items that were found damaged.  Pictures of all damaged items were taken with CBM staff.  Once pictures were taken, a CBM mover went to the moving truck to call the owner about the damaged items.  After speaking with the owner, the CBM mover came to us with the Bill of Lading & stated that it needed to be signed in order for an insurance claim to be made for the damaged goods.  On seeing that the Bill of Lading ‘Declaration of Value’ section was pre-filled with a ‘Released Value of $0.60/lb’, I stated I needed to check our papers to see that that value matched the repair & replacement insurance we had agreed to for the move.  I quickly realised I didn’t have internet access to pull up our moving documents.  I refused to sign to only be told if we didn’t sign, we wouldn’t have any insurance but if we did sign & the $0.60/lb was incorrect, it would be corrected.  The Bill of Lading was signed.  Documented insurance coverage on the Booking Confirmation states “$50,000 replacement cost insurance” &, here we are, 11 months later with CBM not honouring their contractual business obligation.
  ** *** ***** ********** ** ******* ** ****** **** ** ********** * ******** *********** ** ****** ************** *** ********* *** *** *** **** ** ******* * ******* **** * ******

• Initial Complaint

  27/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Issues: Movers did not fulfill agreement / $500 deposit not returned.Hired ********************* (**) - ********* Best Movers (CBM) to move household from ********** ** to ******** ** with pick up Nov. 28/22 - delivery Dec. 13/22.Most belongings were packed by us. CBM wrapped all furniture with moving blankets, transported items to *** Storage facility in **********. CBM planned to pick up the goods on Dec 9, and then deliver to ******** address. We paid in full for delivery to the Storage Unit, with the $500 deposit to go against the "weighted" move of our belongings to ********.Monday Dec. 12/22, now living in home with no furniture or belongings. I called *********************, he said they could not deliver on Dec. 13: his employee *** had taken truck home for family emergency; fuel pump broken and had to reorder from *******; *** was *****; and ** was in ****** and could not complete the move. ** claimed to be arranging for a colleague to complete the move, but didn't, and Thursday Dec. 15 on our own we had to hire ****** **** Moving to move our belongings from storage to ********. ** said our deposit would be returned once he got his moving blankets returned. We all agreed, the blanket return was linked to our deposit return. We informed ** (just after Dec 22) that we had 31 blankets to pick up. Feb. 1/23 CBM colleague stopped by house, picked up 31 moving blankets.Feb. 7/23 ** accused us of theft of 15 moving blankets and in addition, swapped out half of the returned blankets with inferior ones. That is ludicrous and not true.Feb. 15/23 I texted for decision on refund of deposit. No response; no return of $500 deposit.We worked honestly with **, giving him every opportunity to come through. We had to find another mover. We ensured his property was taken care of and now he is accusing us of theft. Neither we, nor ****** **** Moving, have stolen or swapped out his blankets.A lot of damage from placement in storage unit. No claim, figured deposit return would suffice.

  Business response

  02/03/2023

  Hi ******, we do not keep deposits as you well know as when the sale of house fell through the first booking we refunded your deposit with no problem, you booked again payed deposit then your house on delivery end had a late possession we put items into storage for you.

  We set another date but could not make it due to an internal employee problem and you hired another company which we had no problem with and gave storage facility authorization to cut our locks off for the other company to pick up , we had all your furniture wrapped in our moving blankets which were premium pads, you were going to hold on to pads when delivered , the moving company that delivered not only kept half the pads used but ones that were used were swapped out with cheap worn out thin skins worth less than 1/2. We  plus have serviced you the following week but do to all the changes and loss of equipment that was taken from other company we are not refunding you your deposit.

  Customer response

  05/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Agreed to facts on the process that got us to this.  We had no choice but to go with another company as after 5 days of CBM could not arrange anything. 12 days out before Xmas with my wife and I sleeping on an air mattress on the floor with no belongings.

  Accusations of blanket theft.  What were these blankets supposed to be protecting???  All furniture required protection was wrapped.  My wife and I personally unwrapped and stored all 31 blankets.  Remaining items not wrapped where items such as , wheel ******, ladder, tires etc.  Were these blankets left loose in the storage unit?  I think maybe CBM should be looking at their disgruntled employee.

  As for the returned swapped out blankets.  Your description of half being poor quality, torn and ripped, is not what I personally carried out to your colleague on Feb. 1.  If you received something different, again maybe you need to speak to your man.

  We did what any prudent, reasonable and honest people would do, to protect YOUR property.  What did CBM do in that matter?  NOTHING. CBM needs to take some responsibility for the safe keeping of their property.

  Pretty easy to blame us or the other company so that you could keep our money.

  In order to resolve this situation, we request that $300 of our deposit be returned to cover the damage to our belongings caused by your crew that was put in storage and for the safe storage and handling of your property (331 blankets) in our home.

   

  Sincerely,
  
  *******************************

  Business response

  08/03/2023

  Hi ****** , we left all furniture blanket wrapped another company moved it which releases all liability on our company , its pretty easy to blame is for damages, if we got all are equipment back I would have refunded your deposit but in turn were out more than deposit. Our file is now closed on this complaint 

  Customer response

  08/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   Dear BBB,

  Obviously there is no resolution to satisfy us without some kind of reimbursement.  His claim is that everything was wrapped.  This moving company did not wrap vehicle tires, ladders, wheelbarrows etc as we saw belongings on the truck and in storage as I had to stop by the storage to return their drill equipment left behind.  He can't claim how many blankets were used to wrap furniture because he was not even on site, as he was vacationing in ******.  Employees who wrapped and transported our things to storage **** or got ***** (we heard both stories).  We have not used the word before, but **************** is lying.  He has no proof of anything that has gone missing and that we are all to take his word for it, so that he can keep a $500 deposit.  We have a letter from the other company who deny any wrong doing.

  We will not close this file, as that indicates a satisfactory conclusion.  We request if the BBB can mediate a resolution, as we still want some type of reimbursement such as our suggestion of $300 returned.  

  We do not want to respond to CBM as this is going nowhere.  Will the BBB post this complaint to their website to alert others as this maybe the only option.

  Sincerely,
  
  *******************************

• Initial Complaint

  02/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Lost Golf clubs in my move Broken furniture Lost furnishings

  Business response

  02/03/2023

  ****** we discussed your claim and paid you the maximum and waived your deductible, , customers are required to stay while items are being loaded  to complete walk through when completed. This was not done. Clubs were never seen by our movers and its always easy to blame the movers. You took money sent and signed the claim form, therefor our file is closed, very unfortunate being a repeat customer. *** ****** *** **** ********** *** ******* ** **** ***** We go out of our way to take care of any claim to the best we can under what insurance you had chosen which was .60 per pound per article.

  Customer response

  03/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:Im not happy with the way that I was treated. I asked the driver in question if he needed me to stick around and watch him move my stuff out and he informed me that he had it under control. Obviously he did not because I got a call from the assistant manager after he had left and he forgot the deep freeze in the storage room. He had to turn around after an hour or so leaving and go back and pick it up. He informed me when he arrived that he was in a rush as he had to return to ******* ******* *** **** *** ***** ** ** ****** * ****. Obviously in a rush. There was damage to a 5 drawer dresser that is not usable $550,a floor steamer that was broken beyond use $300,Golf Clubs missing $6000+,The owner sent me $250. A far cry from what the value is. ** **** * ****** *** **** **** * *** ***** ********* *** 
  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩