Complaints

• Initial Complaint

  25/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am a senior citizen who secured the services of this company, The Transport Guys to pack, move, store, move, and deliver my personal belongings within the city of ********. Upon delivery on Thursday, October **, 2024 there were damages, missing items and deficiencies that were all noted to this company who received $******** total for their services and storage fees between June **-October ** 2024. It should be noted that the Manager, **** advised in one of numerous phone conversations on delivery day Oct **/24 that I had to pay in full before they would do anything about the damages, missing items and deficiencies. Repeated efforts since October **, 2024 have failed to resolve all issues.

  

  Business response

  26/11/2024

  This is not a valid complaint. We have been in contact every week with this customer. We have all the phone and emails to prove we have always responded and called her anytime as needed. She had some legs and cords missing which we ordered her online. The cords came in within a week and the legs were 2 to 3 weeks which we advised. As soon as the cords came we have them dropped off. Then 13 days later the legs came and we had a staff member go the next day to deliver and install them. They were not the correct size so we advised the customer to please call the store she bought it as she said she recently got it and we tried multiple places with no luck. We have called her again today to let her know we have been working with her to resolve any issues. We are committed to resolving any issues and allways have been. Thanks Managment

  Customer response

  26/11/2024

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

  This company has not resolved the issues in a timely fashion and is now asking me to do their work for them PLUS are asking me for more money of $****** plus upfront for a deductible that is $******.   

  This company was paid for services MORE than $******* upfront in good faith for packing, loading, storage, unloading and now is wanting me to do their work for them to resolve this matter?

  Here is the original list of deficiencies, missing items, broken items:

  2024:
  
  1.  ***** 2.0 L Adust. Base Queen size bed is missing legs and requires (6).  The bed now sits too low to the floor.   NOTE:  The manual identifies all the parts for this bed including the quantity of each part.  Were all the parts re-installed?
  2.  Power cord for the ***** bed.
  3. **** TV/Internet modem and all cables and cords that belong to Chartwell ********.
  4.  Power cords and cables for the 2nd Samsung  32 inch ********** 5 Series.
  5.  Ripped/torn shoe storage bag.
  6.  Unknown substance on both kitchen chairs.
  7.  Broken plastic storage box on wheels.
  

  NOT done:  #1, #3, #5, #6, #7  and  #4 is pending.   

  It is now my fault all this happened and it is up to me to fix the above?

  Sincerely,
  
  S *****

  Customer response

  26/11/2024

  Please also note that it has been me who has had to do follow up with this business and their reply is leaving the impression that they have kept in contact with me "regularly".  

  Customer response

  29/11/2024

   

  Fri, Nov **/24 5:05 pm

  Good afternoon     

  Please be advised that it took me just two (2) phone calls to find the correct legs for the ***** bed that The Transport Guys have stated they were unable to find.  I did NOT need a copy of the sales receipt/invoice or anything in order to get  information.  I repeatedly asked The Transport Guys to call Sleep Country to which I was told they had.  I had no problem finding Sleep Country Customer Service's ***** number and was given the manufacturer's name and their ***** number, and called the manufacturer directly.  Gave them the bed make, the bed model, the part numbers, and it was that simple. The Transport Guys were provided either all this same information via email.  So why has The Transport Guys found this so difficult to do on their own?  And, now they want another $******+ to resolve anything further on top of the $*******+ they already received from me?  

  See attached.   
  

  To resolve this matter completely, and we go our separate ways, I am respectfully requesting that The Transport Guys:

  1)  Pay me in advance the amount of $***** Cdn via eTransfer to me immediately so I can obtain these replacement legs   plus

  2)  Refund $******** Cdn via eTransfer to me immediately for my time, my inconvenience, and for all the other deficiencies, damages, including the lost **** box with cords and cables that was taken from ********* that did NOT belong to me (approx $****** alone), etc. caused by their workers.  This is all documented. 

  Thank you.

   

  

  Business response

  02/12/2024

  HI there, We had called mutipled stores and had no luck with the information provided we do not need to lie about this. We got some legs from sleep country and they were not correct based on the bed model we provided, This was not our faut. The client added extra insurance which had a deductible. The deductible was not paid thats why she was sent a invoice for it. We have tried to work with the client and are commited to. We reached out last week and asked her to please track the legs down asap and we would pay for them. We have not heard back. As for the box of the cables and tv boxes our crews did not pack anything like this and we checked all boxes. We did not move these items like internet box etc and **** box. The customer can reach out to us and we are more than happy to waive the deductible and cover the cost of her legs. Thanks 

  Customer response

  08/12/2024

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

  This company was advised numerous times to contact Sleep Country.  
  It took two (2) phone calls only to obtain an answer for my missing bed legs that they, not me, misplaced, took or lost.  One was to Sleep Country Customer Service 1800 phone number to get the manufacturer's 1800 number to call.  Within less than 48 hrs I received an answer.

  Here is the info received:

  ***** bed-purchase legs
  Hello ** *****,
  Attached you will find the credit card form to complete ,sign and send back to us for the purchase of 6 legs.
  The cost would be $***** plus delivery fees $*****
  Below is the delivery address
  ***** *****
  **************************
  ********************************
  *** *** ***** *** *** * ******** **** ******************* ** * ** ***** ***
  Primo
  Office ********************

  
  They can call the manufacturer to get these legs -or- pay me and I will order them  but  get me my bed legs!!

  This company is now denying their workers packed the **** cable box??!!  This company takes no inventory of what they pack and move!!  Their one worker who helped pack my belongings already admitted to the cable box gone missing and apologized!!  Yet, now this company says they didn't pack this??!!!  

  This company destroyed some of my belongings, soiled some of my furniture, and I have had to wait on them to remedy their mistakes, etc. plus after my paying them  $4,520.04 upfront in full, in good faith and now they expect more money before they will do anything??!!!!  Unacceptable!!!

  Sincerely,
  
  S *****

  

  Business response

  10/12/2024

  The customer can reach out to us anytime we will cover the cost of her the legs, We prefer if she orders them herself as we tried many locations and had no luck. This is not something we need to lie about. We ordered 2 times based on information we had and it was not correct. We will be waiting for her call once she reaches out we will finalize the refund form and send her the money for the legs. We will also add some additonal refund for the other issues. Thanks 
  

  Customer response

  12/12/2024

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

  I have repeatedly contacted this company with all the sufficient information for them to rectify ALL matters regarding their service and/or lack thereof.  

  I made my point clear with the last response yet their reply back is that they "prefer me to" do what again?  Do their work for them without compensation for issues created by them?  Unacceptable.

  Does this company require hand-holding, with step-by-step instructions on how to resolve this matter?  That is not my job.

  Call the manufacturer, order the six legs, pay for the six legs and have six legs sent to me and not via ***********, as that allows this company yet another excuse to say "it's not my fault" this happened.

  Then rectify the remaining outstanding issues ... the missing **** cable box with cables/cords that belong to Chartwell that they cannot disprove that they did not remove it because they do not do any inventory of anything packed, the broken clear storage box, the ripped shoe storage bag, the removal of the unknown substances on my two chairs.

  To remedy all of this "financially" has already bern answered previously and has not changed. 

  Sincerely,
  
  S *****

  

  Business response

  17/12/2024

  We will reach out to the client to resolve the issuses and close her file once she has filled out refund form out. Thanks 

  Customer response

  19/12/2024

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

  I am in the process of obtaining the final costs involved for the damaged items, deficiencies, lost items and for my time and inconvenience it has taken me to try to resolve ALL of these matters. 

  I have already waited and been subjected to enough verbal promises from this company's Manager.  

  This company certainly could have easily corrected, followed through with at least getting the legs to my bed especially when they were previously provided with ALL the information!!!   

  In addition, I have not even mentioned until now what shape some of my belongings were in when I began going through the boxes.  Who takes papers + linen + toiletries from a medicine chest and packs them all into one box??!!!!  Upon opening two boxes, some containers leaked liquid out all over the papers, linen, and onto other items inside the box!!!!  

  This company did not do quality control nor inventory control of any of my belongings yet this company's Manager chose to dispute, deny, insinuate instead of taking ownership.

  Once I have all costs including my time, I will advise.

   

   

   

  
  Sincerely,
  
  S *****

  Customer response

  02/01/2025

  Good afternoon 

  Update is as follows:

  A review of all communications indicates that I have already provided my response about what it will take to resolve this issue!!!   That was communicated on November 29/24 .. as follows ...

  "To resolve this matter completely, and we go our separate ways, I am respectfully requesting that The Transport Guys:
  1) Pay me in advance the amount of $*****
  Can via e Transfer to me immediately so l can obtain these replacement legs plus

  2) Refund $******** Cdn via e Transfer to me immediately for my time, my inconvenience, and for all the other deficiencies, damages, including the lost **** box with cords and cables that was taken from ********* that did NOT belong to me (approx $****** alone), etc. caused by their workers. This is all documented."

  This company cannot prove anything as they do NOT do an inventory of what they pack into what boxes.  

  Therefore, the costs are as follows:

  1) (6) legs for the bed - $*****

  2)  **** cable box and cords - $******

  3)  Upholstery cleaning of (2) chairs - $******  (materials & labor)

  4)  Plastic shoe storage bag - $***** (product, shipping & handling, GST)

  5)  Plastic tub on wheels with lid - $***** (product, shipping & handling, GST)

  6) My time and inconvenience $******

  GRAND TOTAL  $********  

  The Transport Guys can send via eTransfer the amount of $******** on or before Monday, January 6, 2025 at 4:00 pm MDT to the email address they have on file.  

  Thank you.

  

  Business response

  05/01/2025

  We have called the customer 2 times since the email few weeks ago with no responce. No recipts sent in for any charges over **** or internet box. We have tried multiple times to reach out and finalize this with the customer as we have refund forms that must be signed also. Thanks 

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