ComplaintsforBurly Boyz Moving & Storage

• Initial Complaint

  22/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Worst moving service I’ve ever used. Awful attitude from workers. They destroyed a new mattress of mine that I paid for a plastic cover to protect (the plastic was ripped and looked like it had gotten soaked and covered in dirt in transport). I paid for their insurance option that would cover the replacement of an item in full. After 2 months after the complaint was made, and paying the deductible, they will not be replacing it. They’re trying to CLEAN this filthy mattress that has developed mold sitting in a storage facility. I made it clear being on methotrexate/chemo that I can’t be using that mattress ever again and need to have a junk removal dispose of it…now I’m out an extra $250 for the deductible, when they won’t use it towards replacing it, am out of work due to health reasons, and also won’t have a mattress. Taking this to court they are the most god awful nasty moving company. I’ve used plenty of movers before and never had issues. I expect a full refund of my mattress.

  

  Business response

  22/03/2024

  Dear *********,
  
  Thank you for your message.
  
  I apologize for the inconvenience caused by the situation with the mattress. I want to assure you that we take your concerns seriously and are committed to finding a satisfactory resolution.
  I'm pleased to inform you that you have been approved for a refund according to the quote we received from ******, the company that produced the mattress.
  If you have any further questions or require assistance, please don't hesitate to reach out. We are here to help.
  
  Best regards,
  ******

• Initial Complaint

  19/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I engaged Burly Boyz to move a small load of furniture and items from Ontario to BC in Nov 2023. I paid for them to pack all items in order to have insurance covered and paid for the full insurance package. The packers were 5 hours late and extremely unprofessional. When the items were delivered to me in BC they demanded payment up front before the items were even unloaded off the truck. I was told if I didn't pay, they would take my load back and charge me for storage until I paid. Then when they unloaded, several items were damaged including 2 furniture pieces, a lamp and a comforter that arrived loose, not even in a box. I was harrassed by the movers while documenting the damages and I felt unsafe. I am still awaiting resolution to the claims process. The items have been grossly undervalued. The claims employee did his research on Facebook Marketplace rather than talking to experts. I just want a professional to come and repair the furniture which they are not engaging. I have also requested to speak to management about the harassment I experienced and no one has called me back. This company should not be a *** member and trusted that. I engaged them because they are a member and have had a horrible experience.

  

  Business response

  20/12/2023

  Dear ******,
  I would like to address your concerns and update you on the status of your claim.
  Claims Process and Vendor Search:
  We understand your frustration with the pace of the claims process. Please know that we are actively working on it. Your recent confirmation of the video, just two days ago, has been pivotal in our search for suitable repair vendors. We are committed to ensuring that your items are repaired professionally and appropriately.
  Evaluation Process:
  Regarding the valuation of your damaged items, our policy is to replace items with similar characteristics, not necessarily identical ones. For antique items, it is crucial that they are reported before the move. However, we do recognize the value and sentiment attached to such items and are diligently working to address this in your claim.
  Concerns About Moving Experience:
  The behavior you described of the delivery team is concerning and not reflective of our company's values. We take such reports seriously and are reviewing this internally. Additionally, I assure you that we are making efforts to reach out to you to discuss this matter more thoroughly.
  Communication and Responsiveness:
  I apologize for any communication gaps that have occurred. We are making a concerted effort to ensure your concerns are addressed promptly and thoroughly. A member of our senior management team will be in touch with you to discuss your experience and concerns about harassment.
  We are committed to resolving your claim satisfactorily and rectifying the issues you faced. We value your feedback as it helps us improve our services. I hope we can restore your trust in us and demonstrate that the experience you described does not reflect the standards we strive to uphold.
  Thank you for your patience and understanding as we continue to work on resolving your claim. If there is anything else you need in the meantime, please do not hesitate to contact us.
  Sincerely,
  ******

  Customer response

  21/12/2023

  
  Complaint: 21029225
  
  I am rejecting this response because:

  Claims Process and Vendor Search: The search for suitable venders should not take 3 weeks. A google search comes up with several furniture repair specialists and tilers. Simply pick 2-3 and send them to me as options to review.  In fact I have been continually asked the same questions over and over about the damages. ***** who is looking after my claim seems to have no knowledge retention with what I have already sent and described. When I talked to him directly he appeared very unprofessional and unclear what the process is. I have also requested that I proceed with the lampshade replacement and comforter cleaning that I have already sent quotes for while I await the furniture repair. ***** continues to ignore this request and repeat over and over for me to send details of repairs needed. I would like a response to this first step which would help rectify the situation a bit.
  
  Evaluation Process: I do not want the items replaced. I want them repaired.
  
  Concerns About Moving Experience: No efforts to reach out to me from someone from the senior team have been made. Despite my repeated requests to talk with a senior management representative. I have been told they are too busy. 
  
  Communication and Responsiveness: Again no efforts have been made and I have been repeatedly dismissed.
  Sincerely,

  ****** ****

  

  Business response

  21/12/2023

  Dear ******,
  
  I hope this message finds you well. I want to provide a complete update regarding the ongoing claims process for the damages you reported and address each of your concerns comprehensively.
  
  Confirmation of Video and Its Impact:
  
  We acknowledge that we confirmed the receipt of the video you provided three days ago. The timing of receiving such detailed evidence is crucial in claims processing as it significantly aids in accurately assessing the situation and expediting the resolution. Prior to this, our understanding was based on the initial photos, which unfortunately did not capture the extent of the damage in a manner that allowed our vendors to provide precise quotes.
  
  Quality of Initial Photos:
  
  Upon reviewing the initial photos you sent, we found that they lacked the necessary detail for vendors to fully understand the repairs required. This has inadvertently led to delays in obtaining accurate quotations for the repair work. We sincerely apologize for any inconvenience this may have caused and are now taking steps to rectify this with the new video evidence.
  
  Current Status of Vendor Selection:
  
  With the additional information now available, we are actively working on selecting the most suitable vendor to address the repairs of your damaged items. Our goal is to ensure these repairs are conducted professionally and to a standard that meets your satisfaction.
  
  Our Commitment and Next Steps:
  
  We are committed to resolving your claim satisfactorily and understand the importance of timely and effective communication. Our team is dedicated to ensuring that the agreed-upon repairs are carried out professionally and that any additional concerns you have are addressed promptly.
  We will keep you updated on the progress of finding a repair vendor and the subsequent repair process. 
  
  Senior Management Involvement:
  
  We recognize that this is a busy time for everyone, and we want to respect your time by making this process as smooth and efficient as possible. Your prompt response with the details of your complaint (you mentioned harassment) will greatly assist us in accelerating the resolution process and involve the proper person from senior management.
  
  We understand that this has been a stressful experience for you, and we want to assure you that we are doing everything in our power to resolve it as swiftly and smoothly as possible. Your satisfaction is our top priority, and we are here to support you throughout this process.
  
  Thank you once again for your patience and for providing the necessary information. We look forward to resolving this matter to your satisfaction. 
  
  Sincerely,
  ******

  Customer response

  26/12/2023

  
  Complaint: 21029225
  
  I am rejecting this response because:

  If the pictures were insufficient why didn't ***** tell me right away or at least within a week to send a video? In addition the employee who logged the damages should have taken a video on the spot. This is a flawed process. What steps are you taking to rectify with the new video evidence? I have not heard any followup and I await response with vender options. I would like a timeline. 

  Senior Management Involvement:
  

  I have repeatedly provided the details of my experience and concerns with harassment.  The delivery employee was aggressive and rude and repeatedly stood over me and told me to hurry up as I was trying to log the damages with the other employee. He repeatedly kept telling me that was not his job and I needed to do that with the office later. However I was told clearly by the office that it was part of the delivery process to log the damages. He was a tall man and used his height to be aggressive. He also told me (while yelling at me) that he was from Ukraine and I should not be upset about a few damaged items given I am not living in a war zone. I was in tears by the time he left. 

  I will not close out this case until venders are confirmed and the repair process is initiated and I receive compensation for the treatment I experienced from your employee. 

   

   

   

   

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

  Customer response

  02/01/2024

  
  Complaint: 21029225
  
  I am rejecting this response because:
  
  If the pictures were insufficient why didn't ***** tell me right away or at least within a week to send a video? In addition the employee who logged the damages should have taken a video on the spot. This is a flawed process. What steps are you taking to rectify with the new video evidence? I have not heard any followup and I await response with vender options. I would like a timeline. 
  
  Senior Management Involvement:
  
  I have repeatedly provided the details of my experience and concerns with harassment.  The delivery employee was aggressive and rude and repeatedly stood over me and told me to hurry up as I was trying to log the damages with the other employee. He repeatedly kept telling me that was not his job and I needed to do that with the office later. However I was told clearly by the office that it was part of the delivery process to log the damages. He was a tall man and used his height to be aggressive. He also told me (while yelling at me) that he was from Ukraine and I should not be upset about a few damaged items given I am not living in a war zone. I was in tears by the time he left. 
  
  I will not close out this case until venders are confirmed and the repair process is initiated and I receive compensation for the treatment I experienced from your employee. 
  
   

  

  Business response

  10/01/2024

  Dear ******,
  
  I hope this email finds you in good health and spirits. Thank you for your continued cooperation throughout the claim process.
  I'd like to provide an update on the resolution of your claim:
  
  Teak Buffet Cabinet Repairs:
  A quote has been received from our vendor for the repair of the Teak Buffet cabinet. For further details and to arrange the repair, you can contact the vendor directly at ****************.
  
  Lampshade:
  After a careful review, we acknowledge that our team packed several items, including the lampshade. We take full responsibility for any damages that occurred during this process. Please provide us with the vendor details for the lampshade repair, and we will ensure this cost is included in your claim resolution.
  
  Regarding the Comforter:
  We understand your concerns about the comforter. Our team, known for their meticulous packing, handled all requested items with care. However, we are unable to confirm the specific packing details of the comforter. Despite this, we are dedicated to resolving your claim satisfactorily.
  
  Next Steps for Claim Resolution:
  To move forward with the settlement of your claim, we kindly request the payment of the deductible. Upon receipt, we will proceed to settle the vendor quotes, including the quote for the tile table.
  We are committed to a fair and efficient resolution of your claim. Should you have any further questions or if there's any additional assistance you require, please don't hesitate to reach out. Our goal is to ensure a smooth and satisfactory conclusion to this matter.
  
  Warm regards,
  ******

  Customer response

  11/01/2024

  
  Complaint: 21029225
  
  I am rejecting this response because:

  would like to reach out to the vender regarding the buffet in order to understand how they came to that number when it is so much lower than what I have received from another vender.  I received a quote of $1000 from another vender. This difference needs to be resolved.
  
  Thank you for re-evaluating the lampshade.  I have sent the quote from the vender.
  
  Regarding the comforter - It was Burly’s responsibility to ensure the safety of the comfortor by packing it. Given the packers did not protect it by putting it in a box - which was my direction given I opted to pay for everything to be packed by Burly, it is the responsibility of Burly to pay for cleaning. As previously mentioned,  I have reached out to my drycleaner, **** ********* ******** and cost to clean a comforter is $68.72.  To resolve this Burly needs to cover this cost.  
  
  Regarding the deductable -  Once the teak buffet cost is resolved can it not just be deducted from the total reimbursement?

  

  Business response

  11/01/2024

  Dear ******,
  
  I hope this email finds you well. We appreciate your continued communication regarding your claim and would like to address your latest concerns.
  
  Teak Buffet Cabinet Quote Discrepancy:
  
  We understand your concern regarding the difference in quotes for the repair of the Teak Buffet cabinet. The quote provided by our vendor was based on their professional assessment. 
  
  Lampshade Reimbursement:
  
  Thank you for sending the quote for the lampshade. We have included this in your claim resolution.
  
  Comforter Packing Responsibility:
  
  Upon reviewing the details of your move, it has been confirmed that our moving team packed all items as per the instructions provided. However, it appears that the comforter was not specifically included in the list of items to be packed by our team. As a result, the responsibility for packing the comforter rested with you, the customer.
  
  
  Deductible and Compensation Process:
  
  Concerning the deductible and the overall compensation, our policy is to process the deductible payment first, after which we will pay the vendors' invoices directly. We cannot deduct the deductible from the total reimbursement amount due to our standard operating procedures.
  
  We hope this clarifies our position and demonstrates our commitment to resolving your claim fairly. We are eager to move forward with the necessary repairs and reimbursements as soon as possible.
  
  Please let us know your decision regarding the Teak Buffet cabinet repair so that we can proceed with the vendors and ensure a timely resolution of your claim.
  
  Thank you for your understanding and patience throughout this process. If there are any further questions or additional assistance required, please feel free to reach out.
  
  Sincerely,
  ******

  Customer response

  12/01/2024

  
  Complaint: 21029225
  
  I am rejecting this response because:

  Teak Buffet Cabinet Quote Discrepancy:
  
  I have spoken to your vender and based on their professional assessment the cost of repair is $735. Clearly Burly did not have a fulsome conversation regarding the extent of the repairs and the process required.  I have sent the more accurate quote from your vender to the claims advisor.
  
  Lampshade Reimbursement: Thank you for now including this cost in my resolution
  
  Comforter Packing Responsibility: Again the instructions were to pack ALL items.  If it was not included in the list, that is Burly's negligence. The cost for cleaning must be included in my reimbursement. 
  
  Deductible and Compensation Process: If Burly will be paying the vender's invoices directly, what is the process for doing so? Who do the vender's send the invoices to? I'm particularly thinking of the lampshade and dry cleaning given these purchases need to be done directly.
  
  

  Customer response

  12/01/2024

  
  Complaint: 21029225
  
  I am rejecting this response because:

   

  Teak Buffet Cabinet Quote Discrepancy:
  
  I have spoken to your vender and based on their professional assessment the cost of repair is $735. Clearly Burly did not have a fulsome conversation regarding the extent of the repairs and the process required.  I have sent the more accurate quote from your vender to the claims advisor.
  
  Lampshade Reimbursement: Thank you for now including this cost in my resolution
  
  Comforter Packing Responsibility: Again the instructions were to pack ALL items.  If it was not included in the list, that is Burly's negligence. The cost for cleaning must be included in my reimbursement. 
  
  Deductible and Compensation Process: If Burly will be paying the vender's invoices directly, what is the process for doing so? Who do the vender's send the invoices to? I'm particularly thinking of the lampshade and dry cleaning given these purchases need to be done directly.
  

  
  

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

  

  Business response

  22/01/2024

  Dear ******* *****,
  
  We appreciate the additional information you have provided regarding the claim on the TV. It's important to note that our protocol is to thoroughly discuss and document the condition of items upon delivery, and at that time.
  
  Furthermore, we understand that the claim regarding the TV came after the move and subsequent to you relocating it again. This timing makes it challenging for us to verify the cause of the damage and its relation to the move.
  
  To address your concerns comprehensively, we encourage you to engage with ** ******' claims department at ************, the company that completed your move. We value your feedback and aim to provide the best possible service to our customers. Please do not hesitate to contact our claims department, and they will be more than willing to assist you further.
  
  Thank you for your understanding and cooperation as we work towards resolving this matter.
  
  Best regards,
  
  Burly Boyz Moving & Storage

  Customer response

  23/01/2024

  
  Complaint: 21029225
  
  I am rejecting this response because:

  This is the wrong case message. I do not have a claim regarding a TV nor is my name *******. Please forward me the correct response.

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

  Customer response

  24/01/2024

  
   
  Complaint: 21029225
  
  I am rejecting this response because:
  
  This is the wrong case message. I do not have a claim regarding a TV nor is my name *******. Please forward me the correct response.
  
  
  Sincerely,
  
  ****** ****

  
  
  

  

  Business response

  24/01/2024

  Dear ******,
  
  I trust this email finds you well.
  
  Following your request to proceed with the claim resolution, we kindly inform you that the next step is to process the deductible payment of $250. Once the payment is received, we will initiate the necessary steps to address your claim. The following items, as previously discussed, will be repaired at our cost:
  
  Teak cabinet
  Tile table
  Lampshade
  We have contacted the vendor, and they have informed us that the increase in the price of teak cabinet repair is due to delivery expenses, which will be paid by us.
  
  Please note that the specific amount of compensation will be discussed with you via email. We are not obligated to inform the *** about the claim compensation amount, but we assure you of our commitment to a fair and reasonable resolution.
  
  Please make the payment at your earliest convenience. If you have any questions or concerns, feel free to reach out to us. Your cooperation is highly appreciated, and we are committed to ensuring a swift resolution.
  
  Best regards,
  ******

  Customer response

  26/01/2024

  
  Complaint: 21029225
  
  I am rejecting this response because:

  Thank you for the summary. I have repeatedly (over 4 times) requested the amount of coverage summary from my claims officer, *****. He does not provide it and actually repeats inaccurate information. Most recently he advised that the lampshade replacement was not included which is inaccurate and did  not respond to my previous request for information. In order for me to proceed I request a different claims officer to communicate with. My communication with ***** is extremely frustrating and upsetting.  

  Regarding the transportation cost of the cabinet, I request that the vender pick up the cabinet and Burly cover that cost as I have no trust in Burly to move any of my furniture again.

  In order to proceed and provide the deductible, I require a complete summary of costs that will be covered by a new claims officer that is more experienced and knowledgeable of my requests for information and clarification.

  Thank you

  Sincerely,
  

  
  ****** ****

• Initial Complaint

  23/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of transaction: January 24th, 2023 Amount of money paid to the business: $19 000 (approximately) Business committed to providing: A move that is no fuss no muss. Not damaged or missing furniture. That we would be compensated if there was damage or lost items Nature of dispute: -Lost pieces of furniture, antique bureau, pieces of furniture I can no longer put together due to missing pieces -Furniture that was delivered that should not have been, overage of approximately 1500 lbs @$0.99/lb -Multiple pieces of furniture damaged, scratched, dented, scuffed wooden furniture, stove top loose, wine fridge no longer functional, exercise equipment missing plugs and weights broken -Rust/water stains on dining room seat cushions, need to be reupholstered -Aggrevation of not sending a large enough truck, trying to charge me for storage, move was split in two because they did not have another trailer, moving dates played with and enormous amounts of time -Boxes arriving at a non-smoking home wreaking of cigarette smoke -tags covered by blankets so not knowing what is under the cover led to items being delivered to the wrong place -Constant chasing to get answers on the delivery of our items, promised 2-4 weeks delivery ended up almost 5 months in receiving the second shipment -Company offered me $400 in compensation for 1000's of dollars of damage and loss - I would like to be reimbursed for the lost furniture and paid for the damages incurred, with all the aggrevation this has caused us it should be a full refund Please see the full list attached, there are 3 sheets to the document

  

  Business response

  25/08/2023

  Hello *********,
  
  In order to assist you effectively and re-investigate your claim, we kindly ask that you provide us with the following information:
  
  High-Quality Visual Documentation: Clear pictures and videos showcasing the damages to the items. These visuals should include both close-ups and wide shots to offer a comprehensive view of the extent of the damages. Adequate lighting is essential for clarity.
  Detailed Description of Damages: Provide a thorough and detailed description of the damages incurred by each item. Include information about the type of damage (e.g., scratches, dents, breaks) and specify the precise location on the item.
  Valuables Documentation: If you had valuable items worth over $1000, please share copies of any written notice regarding these items that were made prior to the move.
  Electronic Devices Testing: If you have electronic devices, provide the results of tests conducted by a professional not more than 7 days before the move. Additionally, if possible, retest these devices by a professional after the delivery to detect any invisible or functional damages.
  
  We want to assure you that your claim is important to us, and having this information will significantly expedite our claim investigation process. We'll ensure that your claim is reviewed thoroughly and efficiently.
  
  We apologize for any inconvenience you've experienced so far and appreciate your cooperation in working towards a resolution. If you have any further questions or concerns, please don't hesitate to reach out.
  
  Thank you for your understanding and assistance.
  
  Best regards,
  ******
  Burly Boyz Moving Claims Department

• Initial Complaint

  19/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I hired the moving company: Burly Boyz Moving and Storage to move us to Peace River Alberta from Brampton Ontario. We contactes them May 30th of 2023. They(Burly Boyz) came and picked our stuff up on July 14th 2023. They were supposed to arrive at 9am July 14th, they didnt arrive until 215pm. My wife had to reach out to them herself to find out when our stuff would be arriving in Edmonton. They were very vague on giving her a date of arrival in Edmonton. They said the truck was to arrive end of July - to August 1st. They also told her that upon arrival in Edmonton, that our belongings would then be put on the next truck to come up to Peace River. The company said that the truck was to be leaving Edmonton on the 8th of August. It is now Saturday August 19th I would have liked to have thought from being a big company, that there would be a lot morw professionalism from them.

  

  Business response

  25/08/2023

  Dear ******,
  
  I hope this email finds you well. Thank you for reaching out to express your concerns regarding your recent moving experience with Burly Boyz Moving and Storage. We deeply regret any inconvenience caused during the process, and we appreciate your patience.
  
  I'm pleased to inform you that your belongings were successfully delivered yesterday, August 24th. We understand the importance of timely and efficient service, and we sincerely apologize for any delays you experienced during this move.
  
  I would also like to extend our gratitude for taking the time to speak with our representative from the Claims Department. Your feedback is invaluable to us, and we're committed to addressing your concerns and working towards your satisfaction. We are constantly striving to enhance our services and ensure a seamless experience for all our customers, and your input plays a crucial role in this process.
  
  Once again, we apologize for any inconvenience you encountered and appreciate your understanding. Should you have any further questions or require additional assistance, please do not hesitate to reach out to us. Your satisfaction is our priority, and we're dedicated to resolving any outstanding matters to your utmost contentment.
  
  Our representative will reach out to you shortly with a compensation offer to address all the inconveniences you've faced.
  
  Thank you for choosing Burly Boyz Moving and Storage. We look forward to continuing to serve you in the future.
  
  Best regards,
  
  ******
  Claims Department
  Burly Boyz Moving and Storage

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired this company to move my residence approximately 3 miles I purchased additional belongings insurance from the company extra to the standard insurance In the course of the move my television was damaged beyond repair a lamp was broken a desk and book shelf was gouged and bolts were lost leaving my treadmill useless After several weeks of back and forth emails I was provided a song and dance and saying my deductible is $250 leaving them responsible for $50 The cost of replacing the TV is way over $1,000 As for the treadmill it is now my problem And if I cannot replace the bolts on the treadmill I will be stuck with that In addition they gouged two pieces of wood furniture and broke a lamp Adding to all of this the crew worked like slaves for 14 hours and never finished the move Please understand it was in no way there fault the crew were awesome If they had sent one more worker everything would have worked out fine My fault was not insisting someone come and look at what was involved Instead everything with them was done online I ended up being charged double which I am not complaining about I want my TV covered and I want them to repair my treadmill

  

  Business response

  21/08/2023

  Dear ****,
  
  I trust this email finds you well. I wanted to discuss the recent service experience you had with us and the resolution that has been reached. Our team has thoroughly reviewed the details and circumstances of your move, and I would like to discuss the outcome in a respectful and transparent manner.
  
  I'd like to discuss the resolution amount regarding your move. The initial estimate was based on the information you provided, indicating a projected timeframe of 8 hours. However, during the actual execution, it became evident that the number of items surpassed what you had initially declared, leading to a time frame of 13 hours.
  
  In anticipation of this, your relocation specialist had advised you about the potential for an extended duration due to the additional items to which you respond with "yeah, whatever," which we interpreted as your understanding and acceptance.
  
  During the move, you requested that our team continue working beyond the initially estimated 8-hour limit. However, upon completion of the 13-hour process, we encountered a challenge when the final payment was declined. This situation added unexpected stress to our team, who had worked diligently to accommodate your requests throughout the day.
  
  We also appreciate your feedback regarding the crew's performance. While you mentioned their professionalism, it was disheartening to learn that our female driver felt emotionally distressed during the process. We value the well-being of our team, and any incident that leads to emotional discomfort is concerning to us.
  
  Furthermore, I would like to address the incident involving the communication with our management. We take pride in maintaining respectful and courteous communication, both with our clients and within our team. Regrettably, it has come to our attention that a phone conversation took an unfortunate turn, and offensive language was used when you referred to them as "********"
  
  We understand the inconvenience caused by the damage to your TV. However, Our information suggests that an incident occurred in which your TV was damaged. Witnesses reported that the TV broke when you moved a lamp, making it to fall on the TV. There were also no visible damage in the image provided.
  
  Our dedication to customer satisfaction and fairness guided us in assessing the situation and providing a solution within our liability. While we understand your frustration, it's important to clarify that our evaluation indicates the damage wasn't caused by our team's actions.
  
  The resolution is in line with the CPP (Cargo Protection Plan) you signed, and after the deductible, the credit amount is $50.00.
  
  If you have any further questions or concerns, please don't hesitate to reach out.
  
  Best regards,
  *****
  
  Customer Service Representative
  Burly Boyz Moving & Storage
  
  **** ***** * *** *** ****
  

  Customer response

  21/08/2023

  
  Complaint: 20441214
  
  I am rejecting this response because:

  first of all I didn’t touch the lamp I just happened to be standing there 

  secondly I only referred to the gentleman as an ass after he called me a liar and a cheat 

  i see that this whole thing is going nowhere and Burly Boyz is doing everything possible to not take any responsibility And they can do no wrong 

   

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

  

  Business response

  24/08/2023

  Dear ****,
  
  We appreciate your response and understanding your perspective regarding the situation. Please know that our primary intention is to reach an amicable resolution.
  
  We would like to acknowledge your concern about the incident. Our aim is to ensure fairness and accuracy in assessing any damages during the moving process.
  
  Regarding the exchange of words, we apologize for any uncomfortable situations that arose. It is important to us that all interactions remain professional and respectful.
  
  After careful consideration, we are pleased to inform you that we have approved a refund of CAD 1,100 for the damages to your TV.
  
  We value your feedback and want to ensure that we address any concerns you may have. We hope this resolution demonstrates our commitment to making things right.
  
  Thank you for your patience throughout this process. If you have any further questions or concerns, please don't hesitate to reach out.
  
  Sincerely,
  
  ******* 
  
  Burly Boyz Moving

  Customer response

  25/08/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20441214, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  28/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a moving company with Burly BoyZ. We were told they would arrive July 15, between 12-1 to load our belongings and they didn’t call or communicate until I called them at 2 asking where they were. They finally showed up at 530pm, and didn’t leave until 2am. They had to load some of our belongings onto a second truck- as they say “we didn’t evaluate our load weight properly” even though the move before us was also over weight so it looks like the real problem is they don’t know how to calculate weight. **** told us the second truck would leave Monday, July 17- and it has yet to leave Vancouver. We have been waiting 2 weeks, and have been having to contact them for information as **** has not communicated to the level she should have considering her role in the organization as she claims to be “the highest up.” After calling twice again, she claims the truck was broken and it’s out of their control. She claims they gave delivery windows for a reason- which is understandable but you can’t revert back to delivery windows when you’ve already agreed to a delivery date. This has been the worst service I have ever received. We planned this move to make the transition for our 3 kids as smooth as possible, and they are now still in possession of items that is holding us back from doing that. We don’t have our tools, we can’t go back to work as they have our computers, our kids clothes. The most recent update is our truck is “scheduled to load Saturday, leave Sunday and arrive Monday or Tuesday but no guarantees.” On top of this, I deliver my baby in 2 weeks and the company has 0 regard for the stress and impact this is leaving on our family.

  

  Business response

  13/08/2023

  Dear *****,
  
  We wanted to take a moment to express our sincere appreciation for your valuable feedback and the patience you've shown throughout the relocation service we provided on July 15th. We view this as an opportunity to continuously improve our team and processes. We deeply apologize for the delays and inconveniences you faced with the delivery of your belongings, especially considering your upcoming life event. We recognize the importance of a seamless transition for you and your family, and we regret that we fell short of your expectations.
  
  We conducted a thorough review of your move, including individual interviews with each member of your move team, consultations with our sales and dispatch departments, analysis of GPS data, a review of your system file and inventory, and consideration of all relevant factors. Below, you'll find a breakdown of your concerns, the investigation results, and our conclusion:
  
  Your concerns:
  
  The scheduled pickup time for your move was July 15th from 12:00 to 1:00 pm, but the truck arrived at 5:30 pm.
  You were not informed of this delay and had to contact us by 2 pm to confirm if the team was coming.
  Not all of your items were loaded, necessitating another truck scheduled for July 17.
  A truck breakdown occurred, leading to further delays, and you learned about this through updates you initiated.
  
  Investigation findings:
  
  The estimated weight for your Long Distance Relocation was 4670.
  The actual weight of the move was 5313, with an overflow totaling 1190.
  It was confirmed that the truck experienced a breakdown, leading to the delays.
  
  Conclusion: There are several factors that cannot be fully anticipated during the initial quote, such as inventory discrepancies, floor plans, traffic/weather, site accessibility, item dimensions, and final box counts. These factors can impact the time and cost of the move. Our investigation primarily focused on personnel performance and the efficiency of our processes.
  
  Overall, your move can be considered a success in terms of mover performance, as there were no issues or claims. However, we acknowledge that we failed to follow protocol by not promptly notifying you of potential delays. This is unacceptable, and we deeply regret any inconvenience this caused. Additionally, the difference between the estimated and actual weight is partially influenced by the items you declared for your inventory, and we recognize the importance of accuracy in this regard.
  
  The truck breakdown is beyond our control, and we understand the frustration this can cause. We appreciate your understanding of this aspect. While we can't change what happened with the truck, we acknowledge the notification delay and rescheduling as valid issues.
  
  To express our gratitude for your patience during this challenging time, we're willing to offer a $100, please confirm your preferred method of reimbursement: credit to your original payment method or a refund by cheque. If you choose the latter, kindly provide the necessary details. We understand the stress this has caused and we're relieved that the delivery is now complete, with only a ladder pending.
  
  We hope this additional insight provides clarity and perspective on your experience. Thank you for bringing this matter to our attention, and we truly value your cooperation. Your understanding and patience during this time are highly appreciated. If you have any further questions or concerns, please don't hesitate to reach out to us directly. We are committed to making this right for you.
  
  Sincerely,
  *****
  
  
  Customer Service Representative
  
  Burly Boyz Moving & Storage
  
  **** ***** * *** *** ****
  

  Customer response

  14/08/2023

  
  Complaint: 20391549
  
  I am rejecting this response because:

   

  I tried contacting them again and left a voicemail with the claims department as we are still missing items. Items that the movers acknowledged they left behind thinking it was their own tools and equipment. We also have one of our children’s mattresses still missing as well as sone damaged product. Since the claims area has failed to contact me back I have not been able to discuss this other than a voicemail left around a week or 10 days ago. 
  
  Sincerely,
  
  ***** ********

  

  Business response

  16/08/2023

  Dear *****,
  
  I deeply apologize for the delays in our response to your concerns. It seems there were technical issues with our system, specifically the app that I am using as the calls aren't getting through that affected communication, but those problems have been resolved now. I'm committed to addressing your issues promptly and effectively.
  
  I understand your frustration regarding the missing items, and I want to assure you that we take this matter seriously. In order to assist you better, could you please provide me with a list of the missing items, including any detailed descriptions and pictures you might have? This information will be incredibly helpful as we work with our operations team to locate the items and ensure they are included in the delivery.
  
  Once again, I apologize for any inconvenience you've experienced, and I appreciate your patience. Please know that we're dedicated to resolving this matter to your satisfaction.
  
  
  
  Sincerely,
  *****
  
  
  Customer Service Representative
  
  Burly Boyz Moving & Storage
  
  **** ***** * *** *** ****

  Customer response

  18/08/2023

  
  Complaint: 20391549
  
  We are still missing an aluminum ladder, a twin size mattress that had a blue bed sheet on it, and a stack of 5 garbage cans. I do not have any photos of the specific items. The last guys that delivered our items said they remember seeing the ladder but thought it was there so it was not loaded. He said it would come on the next load in a few days and it’s been over 2 weeks. 
  

  We are still going through garage items as we seem to be missing a box but at this point I can’t narrow down exactly what was in that box. 
  

  As for the $100, when speaking to **** she told me the whole last move would could not be refunded but rest assured claims will take care of us. $100 is not acceptable for the time, inconvenience and neglect from ****/ team. It doesn’t even cover our time spent waiting for the movers on the day they arrived 5 hours late, and the fact my husband was there until after 11pm on the day of the move. 
  I would also like a detailed break down of the final truck as I was told by **** I was not charged, fuel, or any moving costs we were simply being charged for weight. 
  I was also told on our first move that we would split the gas cost with the other family moving and that was not taken care of on my bill. That was stated to me by the guy who did our initial quote - the reply I got from **** was he’s no longer with us so that doesn’t matter what he said. 
  
  ***** ********

  Customer response

  21/08/2023

  
  Complaint: 20391549
  
  We are still missing an aluminum ladder, a twin size mattress that had a blue bed sheet on it, and a stack of 5 garbage cans. I do not have any photos of the specific items. The last guys that delivered our items said they remember seeing the ladder but thought it was there so it was not loaded. He said it would come on the next load in a few days and it’s been over 2 weeks. 
  
  We are still going through garage items as we seem to be missing a box but at this point I can’t narrow down exactly what was in that box. 
  
  As for the $100, when speaking to **** she told me the whole last move would could not be refunded but rest assured claims will take care of us. $100 is not acceptable for the time, inconvenience and neglect from ****/ team. It doesn’t even cover our time spent waiting for the movers on the day they arrived 5 hours late, and the fact my husband was there until after 11pm on the day of the move. 
  I would also like a detailed break down of the final truck as I was told by **** I was not charged, fuel, or any moving costs we were simply being charged for weight. 
  I was also told on our first move that we would split the gas cost with the other family moving and that was not taken care of on my bill. That was stated to me by the guy who did our initial quote - the reply I got from **** was he’s no longer with us so that doesn’t matter what he said. 
  
  ***** ********

  

  Business response

  25/08/2023

  Hello *****,
  
  We appreciate your candid feedback regarding your recent move, and we apologize for the inconveniences you've faced. Your concerns are valid, and we're actively working to address them.
  
  I'm pleased to let you know that our team has been making headway in locating some of your missing items. While we're making strides, there's still some work left before we can ensure their safe delivery to you. Our Claims Department representative will be reaching out soon to provide you with a comprehensive update.
  
  We're also taking your compensation concerns seriously. We understand your frustration and we're currently reviewing your case to ensure the compensation reflects the difficulties you've experienced. Your satisfaction matters, and we're committed to making things right.
  
  Thank you for your patience as we work to resolve these matters. We value your business and trust in us, and we're determined to regain your confidence in our service.
  
  Expect to hear from us soon with more updates.
  
  Best regards,
  ******
  Burly Boyz Moving and Storage

  Customer response

  03/09/2023

  
  Complaint: 20391549
  Pls have them email me to arrange a call time. One time they called I asked them to call back and didn’t get a call / didn’t pick up if it was an unknown number.

   

  *********************
  
  ***** ********

• Initial Complaint

  26/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Jan 10: I get a phone quote for a 1+ den (apt) move from ****** and am told the average delivery time from Toronto-Vancouver is 9 days, max 15. Jan 11: I pay the deposit and book. After I am provided with the # of the logistics coordinator, ****. She tells me I won't receive my things in 9 days, and realistically I am looking at 20 days. I call ****** back and he says the quote he emailed me says 7-30 days- there is nothing he can do. I ask to move up pick-up date as I need my things by early February. We rebook pickup for Jan 21. Jan 21: The pickup is smooth. ***** and his pick-up partner are very professional. No further communication from Burlyboyz, despite me calling and emailing a few times. Feb 6: I finally get through to ****, who tells me my things are only being loaded onto the train that day, to start the 4-7 day transit period from Toronto to Edmonton. I remind her I need 48 hours to book the service elevator in our building and she assures me she will communicate arrival date. Seeing as I was expecting my things by that weekend, I open a complaint with *** in the complaints department. She says she will update me on Feb 11. Feb 14: I email *** requesting update. Feb 15: *** responds saying she is awaiting a final decision on my concern. I still have not had delivery so I email ****, who tells me that the actual transit of my items started Feb 13, and that they are still in transit on the train. No further communication from ****. No one confirms arrival or drop off. Feb 25: Movers show up. I have not been called or emailed about the delivery. **** claims to have called and left a VM that I did not receive. Checking my call log, I also have missed no calls from the #s she provided. It has been 35 days. Overall, communication and customer service has been abhorrent. It has added stress to an already stressful situation and I have had to re-purchase items I already expected to have. Please re-compensate me accordingly.

  

  Business response

  07/03/2023

  Good Afternoon, 

   

  I am happy to update that we have settled this matter with the customer directly, we have reached a happy settlement offer outside of the ***. If you have any questions please let me know. 

   

  Customer response

  12/03/2023

  
  Complaint: 19500333
  
  I am rejecting this response because: on March 2 Burly Boyz promised me a refund of about $560 due to miscommunications and damage to our side tables in transit that left them irreparable. The money has not been refunded to me and there has been no communication that refund has been sent, therefore, I do not considered this happily settled. 
  
  Sincerely,
  
  ******** ***

  

  Business response

  13/03/2023

  I have reached out to our accouting department to determine what the delay has been. 

• Initial Complaint

  09/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Payed total of 5565.24 for move from Ottawa to Vancouver (after small discount for later delivery). We were quoted four weeks, items were not received until 8 weeks later. In the process, movers lost a TV - approximately $250 value and an original art piece worth $4000 which is not fully covered by the insurance they offer. Initially we were recommended to try and recompense our losses through home insurance. However given the circumstances of the loss, our insurer will not cover the loss. I am hoping for $4000 refund to cover the piece this company lost.

  

  Business response

  13/01/2023

  Hello Mr. *******,
  
  We are extremely sorry for the loss that you experienced during your move with us and for the inconvenience that it has caused. 
  Unfortunately, we cannot reimburse the value of this item as it was not insured through the CPP (Premium insurance) that we offer. With your move, you selected the Released Value Protection (Basic Coverage) which translates to releasing the company from liability over your items' value. Typically, when a customer chooses this option, it is likely because they have coverage elsewhere that will insure any loss or damage to their goods. The Released Value Protection only holds the company responsible for the weight of each item as opposed to their individual values, and unfortunately, the insurance company will not be covering the full value for this piece as you signed the document stating that the value of your shipment was $0.60/LB. This is a federally regulated coverage that applied. All moving companies are required by law, to provide this optional coverage, free of charge to every customer when they select to move without purchasing any form of insurance. 
  
  The Released Value
  •$0.60/POUND, PER ARTICLE
  •IF ANY ARTICLE IS LOST OR DESTROYED WHILE IN THE MOVER'S CUSTODY, THE
  MOVERS LIABILITY IS
  LIMITED TO THE ACTUAL WEIGHT OF THE LOST OR DESTROYED ARTICLE
  MULTIPLIED BY $0.60/LB PER ARTICLE
  •MINOR DAMAGES SUCH AS SCRATCHES, DENTS, AND/OR ANY COSMETIC DAMAGES
  ARE NOT COVERED
  •PARTICLE BOARD OR PRESSBOARD FURNITURE IS NOT COVERED
  •ANY PROPERTY DAMAGE TO THE FLOOR, WALLS, DOORS, ETC, IS NOT COVERED
  •THIS IS THE BASIC LIABILITY LEVEL AND IS PROVIDED AT NO ADDITIONAL CHARGE
  Also, according to our Terms and Conditions that were provided to you with your Quote/Booking confirmation, SECTION 3.5 clearly states:
  Fragile Goods and Valuable Items. You will, prior to the commencement of the removal or storage, give to Us written notice of any Goods which are of a fragile or brittle nature and which are not readily apparent as such, or which comprise jewellery, precious objects, works of art, money, collections of items or precision equipment, in any case, having a value in excess of $1,000.
  
  This item was not declared to us at any point up till the day of your move, nor was it indicated to the driver upon pick-up. 
  
  
  The claim for your missing items has since been finalized and I will include the amounts here.
  The following items have been approved for reimbursement as follows:
  Based on the estimated weights of each item, reimbursement will be as follows:
  1.                  TV 40" x  70   /bs =          Total Line-Item Weight  70 x $0.60/LB =  $42.00
  2. Artwork (Inbox) x  30   /bs =           Total Line-Item Weight  30 x $0.60/LB =  $18.00
  3.         Power Cord x   1   /bs =            Total Line-Item Weight     1x   $0.60/LB =  $0.60
  Additional items being reimbursed:
  1. Burly Crate TV Foam Kit = $15.73
  2. ** Picture Box = $ 18.89
  Total amount owed to the customer: $95.22
  
  
  I have included a copy of our Standard Terms and Conditions below as well as Our CPP Insurance document and the form that was signed by you at Pick-up. I have also included the invoice that reflects the discount for your delays.
  
  
  We regret that we are unable to provide further compensation for your loss as we are bound to the insurance documents that were signed by you. We wish you the best in your future endeavors.

  Customer response

  13/01/2023

  
  Complaint: 18712715
  
  I am rejecting this response because:

   

  $95 recompense for a $4000 lost item is not acceptable.

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

• Initial Complaint

  15/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid this company for a move from Edmonton alberta to Toronto Ontario. My Items were picked up Wednesday October 5th and we’re due to arrive by Monday October 24th as started items will arrive 6-19 days from pickup. My items were not available until October 3rd to be delivered. I spoke with **** and she was no help she kept on telling me this has never happened before and I told her that there needs to be some type of refund as I’ve paid for people To help with my deliver etc and that I also had a trip booked that I was going to have to cancel now that my items were not arriving on time. **** told me a few different dates and I always had to reach out to her to confirm. He told me they would give me Back 25$ per day for any inconvenience that was caused by the delay. I asked **** for the contact of ownership as she stated that’s the i my people above her and she refused to give me their contact, she said if I have an issue I can tell her and she will tell them. The day of my deliver which was November 4th, I contacted **** yet again to discuss my refund and she did not respond to my email, I then called her and she stated “I saw your email and will get back to you”. I have emailed and called **** multiple times since this occurs ** and she has not responded to my emails, answered my phone calls or returned my voice messages that I have left. . I continued to express to **** I am a single mother and had to pay out of pocket for peoples help and cancel trips and now I am at a loss for much more money because this company couldn’t stick to their timeline and never updated me. I want my refund of more then 25$ a day especially since it has now been almost 2 weeks that **** has been ignoring me They took away 140$ from my final bill for “late delivery” which is only 5 days of late delivery which is not how late my items were

  

  Business response

  25/11/2022

  Hello ******, we do apologize for the experience that you had during your move with us. It is very unfortunate that you had to experience a delay to your delivery and when we offered you the $25/day we meant for that to apply to each day we were late. We do apologize as it does seem that we didn't fulfill that commitment when the discount was applied to your invoice. We have identified the amount that we owe and will be issuing it back to you. We were a total of 10 days late from your 6-19 day window. We were late as of Oct 25/22 and delivered your goods to you on Nov 4/22. When your items were available to be delivered you expressed to us that you were not available to receive them that day of Nov3/22 and requested the delivery be made on Nov 4/22. Factoring in the $140 that we already waived from your final payment which at $25/Day amounts to 6 days rounded up we still owe you for 4 more days. We will be refunding you another $100.00 to compensate you for the delays that you experienced. Taking into consideration the original discount of $140 plus the additional $100 that is a total discount of just under 15% off of your final bill of $1765.
  
  
  We understand that you wanted to maintain a line of contact regarding the ETA of your shipment, however the operations manager that you are referring to overseas all logistics for the entire country and is not always readily available due to the demanding nature of her position.  As far as any other communications you had with any other representative in our company, we do apologize if you feel that you did not receive good customer service. Delivering or discussing bad news is not always an easy thing to do and if there was a time that you felt one of our representatives were being rude that wasn't the intent. We pride ourselves on our customer service and approachability and we thrive to maintain good customer relations so we are very disappointed that we failed to meet your expectations. We thank you for your feedback and can tell you that we review every instance where this type of interaction is concerned and always update our standards and practice to provide an exceptional customer experience. 
  
  
   Also to provide you some insight, we have a company policy that forbids our representatives from just giving out other employees contact information, especially concerning ownership. Wherever there is a concern it is taken in writing and forwarded to the appropriate associate who is meant to be dealing with the concern in question. This is important to utilize our time properly and helps us to provide a high level of customer service. We do apologize once again that you experienced some displeasure when dealing with our organization and we look forward to connecting with you again to give you the appropriate discount that we committed to.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sept 7, I booked a move for mid-October with ****** ***** at Burly Boyz. At the time I was asked to give a three day window for the move because it was long distance, which I provided. I asked ****** at the time when the date would be finalized, and he said I would be given a finalized date a week in advance of the move. Based on that information I booked with them. I provided a detailed inventory as per their request so they knew exactly what was being moved. Long story short, they delayed my move three times but didn't tell me until the pickup time. The first delay the driver stated he didn't have the supplies to do the move, but later in the conversation it came out that they were taking a load to Vancouver (the opposite way as I was moving from Kelowna to Calgary) so they knew before that they would not be moving me that day but failed to provide any notice. I had booked cleaners, painters and appointments for myself in Calgary based on the move date I was given. We had already packed our vehicles with all of my clothes, blankets and the perishables before they were set to arrive because the apartment building only has one elevator. The driver stated he would be back the following morning but he wasn't, the administrator in the Vancouver office told me 2pm but they didn't show up till 4pm. I was told it would take 1.5 - 2hours, and it took 4 hours. Based on the time and information I was given I had booked a hotel part way to Calgary (so I could make my appointments the next day) but was unable to make it that far because it was so late by the time they finished. I had to forfeit the reservation and pay for a second hotel room that night in a closer city. The movers had no tools to take apart the furniture. Upon delivery, they failed to put the couch and shelf back together that they took apart for the move. They failed to put several boxes in their proper rooms even though they were clearly labeled. The managers refused to speak with me about any of this.

  

  Business response

  20/11/2022

  Hello *****, first we would like to thank you for bringing your concerns to our attention. We do apologize that your movers weren't equipped with the necessary tools to accommodate furniture disassembly. We expect our crews to bring the appropriate materials and equipment needed to complete their moves but unfortunately it seems that the crew was unprepared. We are implementing updated checklists to ensure that this shouldn't be an issue going forward as we do understand that some finer details can be missed during the rush of getting dispatched out of the depot. 
  
  
  To give you some insight as to why we require all long distance customers to provide us with a 3 day window for pick up; we do this due to the varying nature of scheduling pick ups in sequence to group customers for the same trip. These trips are all scheduled relative to each pick up which can call for last minute rescheduling and that is why we require the 3 day window so that we can accommodate multiple customers. Our inter-provincial drivers are all stationed at our Edmonton Depot, so whenever there is a pickup required in BC we dispatch our inter-provincial drivers from Edmonton with customer/s headed to that region. This is in the interest of being able to keep our rates low, we cannot send an empty truck cross-province and accommodate those prices.  When your movers first arrived with their truck already loaded, they were passing through to determine the materials needed for your load which they were going to collect from our depot in Vancouver before returning to do your pick-up. When it comes to your pick-up, we only rescheduled it within the 3 day window allotted which was agreed on in anticipation of the possibility of needing to be changed. The 3 day window is the set 3 days that customers guarantee their availability for pick-up.
  
  
  Regarding the time it took them to complete the pick-up, there are many factors that contribute to the length of time it takes to complete. Some examples can include but are not limited to obstacles like the use of stairs, elevators etc. Given your weight being 4692 lbs and being collected from an apartment building, the 4 hours that it took for a 2 man crew to collect and load all of your goods is well within a reasonable time frame to do so. We would also like to mention that any additional time taken outside of your quoted estimate did not affect the price of your move since it was billed according to your weight. Regarding the movers failing to place some items in their appropriate rooms, you mentioned that our managers refused to speak with you about it. Our Logistics manager **** is who you were in communications with for the duration of your move. If it was indicated to any of our movers that items weren't placed correctly they would have certainly been more than happy to move them to a place that you requested.
  
  
  We do understand that you experienced some inconvenience regarding planning your reservations around your move and we apologize for that. Just to put into perspective for you, the Vancouver Depot is approximately a 4 hour drive (in optimal conditions and a standard vehicle, not a moving truck)  from your origin address so there is no way that the movers would have arrived in the morning to commence your move. We do appreciate that it was indicated to you by the driver that they would be back in the morning however considering the distance covered it was a miscommunication, but they would have been returning in the morning.
  
  
  Once again we are very apologetic that there was some confusion concerning some of the details of your move and a discount of $50.00 has already been applied to your invoice to recompense that. We hope that we have been able to provide clarification for your concerns.

  Customer response

  20/11/2022

  
  Complaint: 18384984
  
  I am rejecting this response because:
  

  I was told by ****** when I booked the move that you required a three day window until closer to the moving date, and that I would be given a firm date and time about a week in advance, which I was. Then **** called me four days before the move and asked to move that date up, which I accommodated. If you required to take a load to BC rather than an empty truck before picking up my things, you would have known well in advance that you would not be able to make the new pickup date and time that you requested, yet you gave me no notice of this. Instead, your drivers showed up to do an walk through of what I had, despite the fact that you had a detailed inventory listing that you requested prior to them coming. It was at the time they were at my apartment that I was told the move would take 1.5-2 hours. The movers saw exactly what I had and what was entailed in regards to the elevator and moving things out of my apartment. 

  Furthermore, it was made clear to me that **** was an administrator, not a manager. When I asked her to speak with a manager she said she would have one contact me. After my third request with no response from a manager, she told me that the managers/owners had asked her to resolve it with me and that they would not be speaking to me directly. Perhaps you chose to change her title after our conversations, for the purpose of making things look better to the ***. The bottom line is, you failed to show up when you said you would, more than once, and you failed to handle it appropriately when there were problems. I thought that choosing a business that was certified by the *** would mean that you would operate with integrity, but clearly I was wrong.

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

  

  Business response

  26/11/2022

  We understand your frustration regarding the rescheduling, but like we previously mentioned we utilize pick/up windows to accommodate multiple customers and those windows are in place because we anticipate needing to reschedule. The days our customers provide us for pick/up windows are assumed as days of availability and we do apologize if there was a misunderstanding in that regard. As for the time the movers took to complete the job, once again this time did not in any way affect your final invoice. Since the additional time they took seemed to make a negative impact on your schedule we would like to give you an additional $50.00 discount from your invoice. When a team provides an estimate for the time a job should take it is simply that, an estimate. It should in no way be interpreted as an exact or actual amount of time because many factors surrounding moves affect the length of time it would take to complete the work.
  Regarding our Logistics Manager ****, she was hired with that title in place and not as anything else. It is very unfortunate that you may have had a different understanding of her position in this company, but we certainly didn't "change" her title since your communications with her. **** reports directly to ownership and it has been that way since the day she began here. She oversees all logistics for the entire country which is a far cry from an administrative position and it is very disappointing that you would take a stab at our integrity regarding the status of one of our employees. 
  We truly hope that we have been able to further clarify all of your concerns and look forward to reconnecting with you to provide you with the $50.00 discount we mentioned.

  Customer response

  28/11/2022

  
  Complaint: 18384984
  
  I am rejecting this response because:

  I find it pretty odd then that **** did not state to me that she was a manager when I asked to speak with one. And it still doesn't change the fact that someone above her still refused to speak with me when the issues was not resolved between the two of us. I would never have booked with your company had I been informed that the three day window would stay open beyond me being given an exact date and time, and it does not make sense to me that I was given a date and time if a three day window was still required. I feel that this is an excuse to cover up for the disorganization and lack of communication that happened. It also still doesn't explain why I wasn't notified when you knew in advance of the pick up time that my move time and day was changed. 
  Another fifty dollars doesn't even cover the hotel accommodations I had to book because of your company's inability to show up and do the job at the date and in the time frame you provided. 

   

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

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