ComplaintsforBurly Boyz Moving & Storage

• Initial Complaint

  17/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order Number - 11369 Order Date - 7/30/2022 Sales Rep - Craig Walker Move Date and Pickup Date: 8/26/2022 Delivery Commitment Date per contract: 9 - 18 Days from Pickup date Actual Delivery Date: 9/24/2022 and 9/25/2022 (13 days late) I will list the major incidences by pulling key threads out of the attached correspondence that I sent to Burly Boyz witch includes all the details; - Team arrived 2 Hours Late(11:00 am) pickup - messing up Scheduled Cleaning Company Time, Scheduled walk through with Landlord to collect security deposit, 14 hour drive and commute to Alberta. - Moving Team were engaged in huge outbursts and verbal fights, witnessed by both of us, and our cleaning company. I approached them 3 times on the terrible unprofessional behavior, and wanted to fire them on the spot, but, we had no alternative at this point. - Little to no work had been done 2 hours after they arrived, forcing us to take matters into our own hands, having to move all of our packed belongings down to the truck ramp. We spent 2.5 hour each. - Did not cover our new mattress(I paid for one) - They abandoned my belongings outside, without notice to me, and I only found out the next day when the landlord was going to have a junk company remove it. - They charged me $ 908 plus taxes for their crews who ILLEGALLY took Landlords CEMENT Mix, STONES (7 bags weighing 750 Pounds - Pictures sent in) - There were late by 13 days. - They destroyed our 18Karat RIFT White Oak table(irreparable), worth $ 4,000 (after recieving clear instructions on how to handle) Pics sent in. - NOT ONE SINGLE person has reached to us on the escalation team, and I have sent in well over 30 emails, called at least 20 times, and reached out on Linkedin. - We pulled our backs, and had to travel across the country in pain for 5 days. - This company as you will read in my complaint are UNPROFESSIONAL, not only with their crews, but, in their management who are completely silent here.

  

  Business response

  27/10/2022

  Hello Mr. ********, we are truly sorry about the experience that you had using our services. The  behaviors that your movers portrayed while executing your move do not represent what we stand here for at Burly Boyz. We do not tolerate any kind of behaviors as such and have since fired the driver responsible. His helpers were from an agency who we no longer have ties with on account of the unreliability and unprofessionalism of the workers they provide. They were not in line with the standard that we like to uphold and we sincerely apologize for the inconvenience that was caused to you as a result of the use of those workers and the driver who is no longer with us. 
  
  
  With regards to your items that were left behind, your original estimated weight was 4690lbs and your actual weight came in at 6988lbs. The capacity for the truck we brought to accommodate your move was not sufficient for the extra weight and unfortunately a few items had to be left back. The location of your pick-up residence is not an area that we frequent very often and due to that we weren't able to return immediately for the items. We did however retrieve the items 2 days later as that was the soonest we could have gone back due to our schedule. 
  
  
  Your damage claim was opened with an employee who no longer works with us and unfortunately the claim information was not passed along to the appropriate representative to take over and recompense you for any loss. We understand that damages occurred and compensation is required. One of our claims representatives will be communicating the details with you shortly. As for the amounts, we are bound by the legal responsibility to the insurance documents signed which requires us to pay out at $0.60/lb for any items that suffered complete total loss or destruction. You did not accept or pay for any additional coverage that was offered to you so we are limited to the amounts as outlined in the document. (I have attached a copy for your reference)  According to the information you provided about the broken table, a dining table weighing in at 250lbs we would owe you a total of $150 for the damages. If there are any other damages that require our attention please provide information about them to our  claims representative and we can certainly issue any payout required for items that meet the eligibility criteria. 
  
  
  With regards to the items that we removed from the property that didn't belong to your load. We do apologize for that mistake, it is a very easy mistake to make when there is no one present to ensure that the correct items are being loaded. According to our Standard Terms and Conditions we do insist that for good measure each client is present for the loading and off loading of their goods into and from our vehicles. See sections 3.3 and 3.6 for clarification. You did mention that you had left the job site for a few hours and this may have been when the confusion arrived about what the movers were supposed to take. In any event you were charged for the extra weight and according to the photos you provided to us it was a total of 434 additional pounds on your final weight. You were also charged an additional $14.97 for the 3 boxes used to contain the bags. This would have increased your price bracket as well as the fuel surcharge. We are prepared to refund that amount to you, along with the mattress bag that the movers failed to use which resulted in some slight damage to your bed, and the GST that would have applied to the total amount. I have included the photos that you provided to us for the weighted amounts of the rocks. 71.6lbs + 99.2lbs + 68.2lbs + 100lbs + 95lbs = 434lbs 
  434lbs x $1.20 = $520.80  
  20.2% FSC $105.20 
  3 2cu boxes $14.97
  Mattress bag $ 17
  GST $32.05
  
  
  total refund of $ 690.02 
  
  
  Finally about the delay to your shipment being delivered. According to your pick-up and delivery and the estimated delivery window assigned to you we were a total of 10 days late. You were picked up on August 26/2022 and delivered on September 24/2022 with a delivery window of 8-19 days. That made us late as of Sept 15 with Sept 14 being the final day of the window. For late delivery of 10 days we can issue you a refund in the amount of $500 for the delays.  
  
  

  This will bring the total amount of refund back to you for $1190.02 including all applicable taxes.

  
  Please take time to review and let us know what you decide. 
  
  
  Best regards,
  

  
  

  Customer response

  09/11/2022

  
  Complaint: 18232941
  
  I am rejecting this response because:

   

  On review of the company's response, I am extremely disappointed but not surprised with their continued disregard and or, their attempts at dismissing the core issues of my claims.  Please see my responses highlighted below.  

   

  Hello Mr. ********, we are truly sorry about the experience that you had using our services. The  behaviors that your movers portrayed while executing your move do not represent what we stand here for at Burly Boyz. We do not tolerate any kind of behaviors as such and have since fired the driver responsible. His helpers were from an agency who we no longer have ties with on account of the unreliability and unprofessionalism of the workers they provide. They were not in line with the standard that we like to uphold and we sincerely apologize for the inconvenience that was caused to you as a result of the use of those workers and the driver who is no longer with us. 

   

  Burly Boyz is responsible for damages, mishandling, loading of stolen property, intimidation of my cleaning company and rescheduling costing us more, lack of professionalism, and their unproductive laziness that forced my partner and I to work for 2 hours each to load our own belongings.  They include;

  - 2 hours each X 2 of us (We had paid you to do the work and due to your staff fighting and not working, we had to load our own belongings

  - rescheduling of our cleaning staff 

  - Both **** and I suffered back pain for days, and punitive damages should be considered for our pain and suffering.  

  - You did not include any damages for the horrific experience due to the unprofessional and unacceptable behavior of your staff.  

  
  With regards to your items that were left behind, your original estimated weight was 4690lbs and your actual weight came in at 6988lbs. The capacity for the truck we brought to accommodate your move was not sufficient for the extra weight and unfortunately a few items had to be left back. The location of your pick-up residence is not an area that we frequent very often and due to that we weren't able to return immediately for the items. We did however retrieve the items 2 days later as that was the soonest we could have gone back due to our schedule. 

   

  Part of the extra weight was your staff maliciously removing from the other tenants property 7 large bags of CEMENT stones, and 3 large bags of river rock weighing close to 750 lbs.  The items left behind were my antique wall mounted table, and it did suffer damages, but, according to your Customer Service Rep she said, unless it's completely ruined or lost there is nothing you will do for the careless handling of my belongings that your staff, your angry staff left behind in the open, unprotected, and left for anyone to steal. 
  
  
  Your damage claim was opened with an employee who no longer works with us and unfortunately the claim information was not passed along to the appropriate representative to take over and recompense you for any loss. We understand that damages occurred and compensation is required. One of our claims representatives will be communicating the details with you shortly. As for the amounts, we are bound by the legal responsibility to the insurance documents signed which requires us to pay out at $0.60/lb for any items that suffered complete total loss or destruction. You did not accept or pay for any additional coverage that was offered to you so we are limited to the amounts as outlined in the document. (I have attached a copy for your reference)  According to the information you provided about the broken table, a dining table weighing in at 250lbs we would owe you a total of $150 for the damages. If there are any other damages that require our attention please provide information about them to our  claims representative and we can certainly issue any payout required for items that meet the eligibility criteria. 

   

  I refuse to accept this answer for the following reason;

   

  I met with your delivery crew, and instructed them for 10 minutes on items that were to be handled with special care.  This table was a treasured possession, and I was extremely diligent on walking them through how to store it, to avoid any damage.  Your ANGRY and disgruntled crew, did not follow instructions, and destroyed my table, that is NO LONGER MADE.  I paid $ 3,500 for that table, and it's irreparable, and it's your complete responsibility.  You also damaged my Bang & Olufsen Speakers, another of my prized possessions that your disgruntled(now fired) crew mishandled.  Your Rep told me that they had to be completely destroyed for you to remediate my damages.  And your crew also ripped out the headboard from our King size bed, and it's no longer able to be attached to the base.  All of these items not only had my careful instruction made to your crews, but they were clearly labelled on handling instructions.  I will not accept your insurance claim as an excuse to pay me $ 150 for the table after your crew disregarded my instructions and destroyed it.  Any professional MOVING company whose "FIRED" staff acted so disrespectfully towards a customer's belongings would recover their costs.  I have since replaced my table for $ 900.  I would be satisfied if you paid for the new table. 
  
  
  With regards to the items that we removed from the property that didn't belong to your load. We do apologize for that mistake, it is a very easy mistake to make when there is no one present to ensure that the correct items are being loaded. According to our Standard Terms and Conditions we do insist that for good measure each client is present for the loading and off loading of their goods into and from our vehicles. See sections 3.3 and 3.6 for clarification. You did mention that you had left the job site for a few hours and this may have been when the confusion arrived about what the movers were supposed to take. In any event you were charged for the extra weight and according to the photos you provided to us it was a total of 434 additional pounds on your final weight. You were also charged an additional $14.97 for the 3 boxes used to contain the bags. This would have increased your price bracket as well as the fuel surcharge. We are prepared to refund that amount to you, along with the mattress bag that the movers failed to use which resulted in some slight damage to your bed, and the GST that would have applied to the total amount. I have included the photos that you provided to us for the weighted amounts of the rocks. 71.6lbs + 99.2lbs + 68.2lbs + 100lbs + 95lbs = 434lbs 
  434lbs x $1.20 = $520.80  
  20.2% FSC $105.20 
  3 2cu boxes $14.97
  Mattress bag $ 17
  GST $32.05

   

  There were 7 bags, all photos were sent to you, and all were weighed at 750 pounds, not 434.  There are two issues here;

   

  First, your boxes, 3 in total, were never itemized and signed off by me.  They were maliciously added when they went back to pick up my items that were left behind.  At this time, your staff were well aware of the terrible situation they caused, how furious I was, and that I had escalated to your staff, and they maliciously went back to the house, onto the landlords property and saw, they heavy huge bags of cement, and maliciously put them in your boxes, and sent them in with our items.  Ask yourself, who would send almost 1,000 pounds of cement stones that would cost them 750 lbs X $ 1.20 plus FSC?  Second issue, you have to replace these costs.  The cement rocks were $ 10 a bag.  I should report Burly Boyz to the police for stealing these from the landlord's property and illegally transporting them in your boxes, in your transportation across the country. 
  
  
  total refund of $ 690.02 
  
  
  Finally about the delay to your shipment being delivered. According to your pick-up and delivery and the estimated delivery window assigned to you we were a total of 10 days late. You were picked up on August 26/2022 and delivered on September 24/2022 with a delivery window of 8-19 days. That made us late as of Sept 15 with Sept 14 being the final day of the window. For late delivery of 10 days we can issue you a refund in the amount of $500 for the delays.  

   

  I will accept the late delivery refund as an amount to cover the delay in receiving our belongings.

  This will bring the total amount of refund back to you for $1190.02 including all applicable taxes.

  
  Please take time to review and let us know what you decide. 

   

  --------------------------------------------------------------------------------------------------------------------------------

   

  --

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

  
  
  

  

  Business response

  16/11/2022

  Hello Mr. ********
  
  
  Unfortunately at this time we cannot offer any further compensation to you as we have exhausted all possible means to do so already. We are truly apologetic for the experience that you had during your move with us and we can say that we certainly have not dismissed any of your claims. 
  
  
  We took this event very seriously which led to the decision in firing one of our drivers and severing ties with another business. We cannot prove beyond a reasonable doubt that the movers intent was to sabotage your invoice by adding those items, and we certainly cannot speak to their state of mind at the time nor do we intend to do so. We investigated all of the information provided by you and came to a sound decision in removing those workers from our organization entirely. At this time all we can do is offer you a sincere apology and reassurance that we continue to diligently work on updating our moving practices by frequently reviewing the standards we uphold for the safest transport of our customers belongings and to provide an exceptional experience. 
  
  
  Once again, with regards to the claims you presented to us, we are limited and bound by the federally regulated coverage that you accepted for your move. This coverage is outlined here and explicitly states that : You, the customer, agrees that the value of your items is $0.60/ lb in the event that any item is completely lost or destroyed.
  
  
  Also regarding the "Bang and Olufsen Speakers" that item does not meet the criteria required to be issued a pay out unless the damages have caused disruption to the working order of the item rendering it completely useless. If the item has only suffered cosmetic damages then unfortunately we cannot provide compensation for the item. 
  
  
  "With your move you selected the Release Value Protection, which covers the following:
  The Released Value
  •$0.60/POUND, PER ARTICLE
  •IF ANY ARTICLE IS LOST OR DESTROYED WHILE IN THE MOVERS 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 PRESS BOARD FURNITURE IS NOT COVERED
  •ANY PROPERTY DAMAGE TO FLOOR, WALLS, DOORS, ETC, ARE NOT COVERED
  •THIS IS THE BASIC LIABILITY LEVEL AND IS PROVIDED AT NO ADDITIONAL CHARGE"
  
  
  We thoroughly reviewed all of the photos and information that you provided and have only been able to account for 434lbs of additional weight from your move. As we previously mentioned in our response we require our customers to be present for the duration of their move to ensure that only items which are required to ship are taken and vice versa on the delivery side of things as well. This is to prevent situations like this one from happening and we have been fair enough to take the time and look through all the information provided regardless of one of our requirements being ignored. We have provided a fair compensation including all additional charges for the shipping of these items even though this was a risk that was assumed when the moving crew was left unattended to collect your goods. We understand that this may have taken place during the second pick up however the necessity for an additional pick up was due to the fact that you were significantly overweight from your original estimate. Failing to indicate the actual amount of items being moved results in the potential for many complications regarding truck and crew size, even the amount of materials we provide to complete a move. We ensure that each customer is informed of this as it is of high importance and this information would have been relayed by your original sales rep and reiterated in your quote and booking confirmation.
  
  
  We truly do apologize that you had such an experience during your move with us and our offer still stands for refunding you in the total amount of $1190.02 which includes the refund for the delay. Unfortunately we cannot offer anything more at this time. Our representatives will be in touch with you to issue that amount to you.

  Customer response

  17/11/2022

  
  Complaint: 18232941
  
  I am rejecting this response because:

  
  

  1. Your remediation on the stolen property is not the evidence that I provided you in weight, pictures, and emails.  I have photographed all the stones, with the accompanying weights, and the total weight is 750 pounds, not 434 lbs as you state.  You need to account for the balance on top of your current settlement of $ 520.80 plus FSC;
     • 316 lbs X $ 1.2 = $ 379 
     • 20.2% FSC = $ 76.56
     • Cost to replace the stones to the landlord in Lions Bay $ 10 X 10 = $ 100
  2. The Table does not weight 150 lbs.  It's solid OAK, and weights 290 lbs.  You need to account for the balance on top of your current settlement amount to include;
     • 90 lbs X $ .60 = $ 56.00 
  3. You have offered us NO compensation for the work we did at loading our property, when we paid you and your staff to do it. 

  I want to be clear, that in no way, will this settlement ever excuse the management of this company for their lack of care, compassion or concern during the 8 weeks when these horrible events occurred.  We received one call from a now departed employee to address our concerns.  You give the moving industry a black eye with the lack of responsiveness, care and compassion that you failed to exemplify during this move.  I can and probably should take this matter to the higher courts, where I would be submitting a much larger claim to recover more than those you are suggesting and those, additional amounts I have captured here.  You put profits ahead of customer care, and for that, you will not succeed as a business.  Your demonstrated and obvious disregard in these matters, are sure to catch up with you over time.  

  
  

  I want to state clearly for the record, and for any other mover looking for insights on using your company the following unresolved issues;

  1. You show absolutely no accountability to damaged property, and chose to hide behind a terrible insurance policy.
  2. You did NOT care to ask us for the cleaning company name to send in your apologies to them for intimidating their staff.
  3. You offered us no compensation for the pain and suffering you and your staff have put us through.  
  4. Not a single one of the management of this company at any time, has reached out to us to personally apologize, and acknowledge the hardship they caused us.
  5. You are quick to blame your staff, but, take no accountabilities for your own mishandling.
  6. Legally, you could be accused of "interprovincial transportation of stolen goods"  - I have the evidence to prove your staff, which you are ultimately responsible for, removed these illegally. 

  I want to settle this matter out of court, but, should you continue to demonstrate an unwillingness to fairly compensate us, I will be taking this matter and hiring a lawyer to initiate this process.

  
  

  
  

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

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Mach 2020 we hired Burly Boyz moving co. to move out of our home in Slave Lake AB. Our contents were weighed and a Bingo sheet of contents was completed and our belongings were moved and subsequently stored in their premises in West Edmonton. We payed a monthly storage fee based on weight. On July 8th 2022 they moved all our contents into a new home in Edmonton. There was no reconciliation of contents on the move in. Over the following 7-10 days we realized we were missing certain belongings such as a wheelbarrow , garbage cans, hoses , shoes , lampshade , light bulbs , camping gear , new shoes, platters etc. We informed Burly Boyz and sent them a list etc Shortly after this we were told they had started an insurance claim on our behalf. I requested a face to face meeting with ******** ****** after being treated very rudely by another employee. At this meeting I asked if they weighed the house contents on leaving the warehouse and was told this was not their policy !!! I was informed that theft was impossible and highly unlikely as our contents were stored in a sealed container. A few days later our garbage cans , hoses were found and subsequently delivered to our home . The company calculates insurance rebate based on weight of items lost by them but I do not know how they figure this out as they do not weigh contents leaving the warehouse . They subsequently offered us $60 and said they would bump this up to $250 as a gesture of goodwill. This does not remotely come close to replacing our lost contents. In discussion with the extremely rude employee I asked how often this happens and she replied that in the 4 months she is working there there was 3 other insurance claims pending which is quite alarming to hear !!!! Surely this is reflection of a flawed system. In summary I have no faith in their lack of reconciliation of what contents they move in versus what they move out and I am not happy with their offer of $250.......

  

  Business response

  14/09/2022

  Good afternoon,  
  
  We have thoroughly investigated the claim brought to our attention by the Customer in Question.  
  
  We use the confirmed list of items provided by the Customer on File to determine the reimbursement amounts, based on the inventory list from the pick-up and the bingo sheets that were used for the unload out of our warehouse facilities. The Customer on file and our Customer Service Specialist went over the inventory list and agreed upon the list of items that were not delivered. This list then changed with each interaction. The customer changed their mind about what items they were missing and new things that were never picked up on the load into storage were identified as lost.  
  
  Based on the insurance option selected by the customer prior to their move, our Released Value Protection, which is the federally regulated minimum insurance, the following outlines the coverage:  
   
  •$0.60/POUND, PER ARTICLE  
  •IF ANY ARTICLE IS LOST OR DESTROYED WHILE IN THE MOVER'S CUSTODY, THE  
   MOVER'S 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 PRESS BOARD FURNITURE IS NOT COVERED  
  •ANY PROPERTY DAMAGES TO FLOOR, WALLS, DOORS, ETC, ARE NOT COVERED  
  •THIS IS THE BASIC LIABILITY LEVEL AND IS PROVIDED AT NO ADDITIONAL CHARGE  
   
  With the customers agreement we confirmed the following items did not appear to be delivered:  
  
  Totes 8 x 20lbs 160lbs  
  
  (1, 4, 46, 47, 49, 53, 67, 68)  
  
  Lampshades 5lbs x2 5lbs.  
  
  (42, 75)  
  
   Kitchen Stand 70lbs  
  
  (126)  
  
   Ladder 60lbs  
  
  (209)  
  
   Small Box 35lbs x 2 15lbs  
  
  (72, 124)  
  
   Wheelbarrow 30lbs  
  
  (204)  
  
   Total weight of lost items 360 pounds   
  
  Reimbursement rate $0.60 per pound 
  
  Total Owed to Customer $216.00 plus tax ($10.80) $226.80  
  
  Based on the insurance option that was selected by the customer as well as the confirmed items missing VIA email this is the reimbursement amount that is owed to the customer for the missing items. 
   
  
  We offered compensation to the customer of $250.00.  
  
  
  The customer was unkind and unapologetic to our Customer Service Specialist. She demanded that the matter be escalated because she was not in agreement with the reimbursement rates. The manager met with the customers and explained the process again and also agreed to further investigate to recover the missing items.  
   
  
  Upon further investigation we found a few of her missing items that were put into an overflow crate. They were hoses, a bin, free weights and the bottom portion of a push lawn mower. We had the items, including the lawn mower delivered to their home. The customer explained that they had thrown away the handle to the hand push lawn mower but still expected compensation and returned it to us. 
  
  Individual items packed in boxes and bins are simply not verifiable as the customer packed their own boxes and totes. We have no way of verifying the actual contents of these self-packed boxes and totes therefore reimburse at the average weight as identified in the customers inventory.  
  
  We have attached the documents signed by the customer acknowledging their insurance selection. Based on the insurance selected, we are unable to offer further compensation. 

  Customer response

  14/09/2022

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

   

  I am not happy with the estimate of our lost items . 

  I received an email from ******** ****** on 24th /Aug/2022 which offered insurance on 55lbs = $33 and an offer of $250 as a gesture of goodwill.

  In response to *** and my complaint they amended this to $216.00 for total weight of 360lbs ; very confusing ???

  I am asking for compensation of $600 as I believe they have failed to adequately document our lost belongings .
  
  Sincerely,
  
  **** *******

  

  Business response

  20/09/2022

  Good Afternoon,

  With this move the Customer selected our Released Value Protection. This is the minimum insurance every moving company must provide and as is follows:

  The Released Value
  •$0.60/POUND, PER ARTICLE
  •IF ANY ARTICLE IS LOST OR DESTROYED WHILE IN THE MOVER'S CUSTODY, THE
  MOVER'S 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 PRESS BOARD FURNITURE IS NOT COVERED
  •ANY PROPERTY DAMAGE TO FLOOR, WALLS, DOORS, ETC, ARE NOT COVERED
  •THIS IS THE BASIC LIABILITY LEVEL AND IS PROVIDED AT NO ADDITIONAL CHARGE

  Based on the insurance option selected and an agreed upon list of missing items from the customer provided on Fri, Jul 29, 2:09 PM, via email.Below:

  Thank you for following up on our missing items from our recent move in  
   
   
  I will identify which items on your list are still missing  
  1.Tote 
  4.Tote 
  42.Lamp shades; we are also missing all our light bulbs that were removed by the original movers. 
  46 Tote 
  47 Tote 
  49.Tote 
  53.T0te 
  67.Tote 
  68.Tote 
  72. Small black box 
  75.Lampshade 
  124.Small box 
  126.Kitchen stand 
  137-142 Weights 
  204.Wheelbarrow 
  205. Garbage bins 
  209. 8ft ladder  
  210 hose 
  211 hose 
  We are also missing our dog kennel 

   

  In addition we delivered the following item to the customer once we located: 

  on Monday August 22, at 9:15am by our Warehouse Manager: 
  205. Garbage bins 
  137-142 Weights 
  210 hose 
  211 hose 

  The dog Kennel was not listed on the inventory log that was signed off on by the customer therefore we are unable to offer compensation for the items.

  For the cargo that was confirmed missing by the customer and never delivered we have offered compensation based on the insurance option that was selected by the customer. This is our Federally mandated insurance option included with every move as selected by the customer. Based on their decision reimbursement MUST be as follows: 
  With the customers' agreement we confirmed the following items did not appear to be delivered:   
  Totes 8 x 20lbs160lbs   
  (1, 4, 46, 47, 49, 53, 67, 68)   
  Lampshades 5lbs x2 5lbs.   
  (42, 75)   
  Kitchen Stand 70lbs   
  (126)   
  Ladder 60lbs   
  (209)   
  Small Box 35lbs x 2 15lbs   
  (72, 124)   
  Wheelbarrow 30lbs   
  (204)   
  Total weight of lost items 360 pounds    
  Reimbursement rate $0.60 per pound  
  Total Owed to Customer $216.00 plus tax ($10.80) $226.80   
  At this point in time, we are declining the $600.00 request from the customer as it does not fall within the Release Value Insurance Option selected by the customer as his pick on March 24,2020. Based on the Federal Guidelines the total compensation owed is $226.80.

  Customer response

  20/09/2022

  
  ********** ********
  
  I am rejecting this response because in the email we received on Aug 24th they were offering us $33 for insurance for lost items but had offered us $ 250 as a gesture of goodwill for the difficult process that Burly Boys had subjected us to over past 2 months. 

  I reached out to the company and requested the $226 offered above along with the $250 as a gesture of goodwill as previously offered which I think is perfectly reasonable.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  • We hired Burly Boyz for their long-distance moving service on Monday, June 27 to move furniture from Edmonton, AB to Markham, ON • A sales rep, ***** ******, came to my house to do an in-person estimate for quoting purpose on May 10, 2022. • He never said the estimate will be used as an invoice. And I never agreed or signed to acknowledge the estimate since it is not accurate at all. • I had a 42 min phone call with ***** ****** on May 19, 2022, because I had a lot of questions regarding how they would operate and how they would calculate the services fees. Over the phone he confirmed that the invoice will be based on actual weight. And if the actual weight is below 8000 lb, a different rate $0.84/lb will be applied. • 2 days before the move, I was notified that the fuel surcharge was raised from 16% to 20.2%. I can’t say no because I have planned out the whole trip • Right after they picked up my stuff, I received an invoice (#21489) for totally $9506.15. It is based on estimated weight (9770 – 1000 = 8770 lb). I requested the scaling report which showed the actual weight 6980lb. • I requested Burly Boyz to adjust the invoice according to what ***** promised over the phone. They refused. • Burly Boyz denied that they ever offered unit rate $0.84/lb for weight range 6000 lb- 7999lb. And they accused me of significantly reducing the inventory and failing to tell them before the move. • Firstly, their estimation accuracy is very low. I can give you tons of example if you request. Secondly, I never agreed to pay invoice based on estimate. Thirdly, no one told me I should report to Burly Boyz before the move if we throw away some garbage. • I request to refund us by $1752.89 which is the amount that they over charged us. Please see detailed calculation in the attachment. I feel so scammed and helpless. I sincerely ask you to help us to solve the dispute and protect our consumer right. Thank you so much in advance.

  

  Business response

  29/08/2022

  Good Morning,

  as we had discussed ******** **** is the email with the adjustments were are prepared to make.

  It would not let me attach ********'s Direct response to the customer. 

   

  ******** ******* <********@burlyboyzmoving.com> Fri, Jul 8, 12:29 PM
  
  to ****** ****** *** ******
  
  *** has passed on your questions about your quote to me. I am the sales manager at Burly Boyz. 
  
  I have taken the time to listen to all the conversation between ***** and ***** and never was there a mention of reducing your cost to the lower weight category. 
  
  When we do an estimate we are careful to ensure that we have captured everything you are moving. We do allow for a variance between what we estimated and what your actual goods weigh and in your case the variance is 1000 pounds. 
  
  We plan our trips across the country to maximize the available space on our vehicles. We reserved room for 9775 pounds for your load. Had we known in advance that you had reduced your inventory we could have made an amendment to your inventory and quote. However, finding out the day of your move that your weight was significantly less, precludes us from maximizing our load capacity. We regretted other customers accommodating your move, which is why we have the minimum weight you will be charged for upfront in your quote. (See attached) 

  
  We have had an increase to our fuel surcharge due to the variances in the price of oil and this is reflected on your invoice. We will adjust this back to the surcharge you were quoted, from 20.2 back to 16% for a credit of $155.89. There are no adjustments for the lower weight that can be made after the fact as we displaced other customers to accommodate your inventory. 
  

  ***** Called us the morning of her move to let us know she had discarded of a few items. We said that would be fine. We have listened to these calls to be sure that no one from the office made any promises other than our minimum. We allow for a variance. We have agreed to lower to the Fuel Surcharge for her move, but as this customer was 2,000lbs lower than her minimum weight, which allowed a variance of 1000lbs less or more if needed. When we received her deposit that was her acceptance of the 8775lbs minimum for her move. 

   

  Customer response

  03/09/2022

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

  This response is EXACTLY the ***e as the one that ******** provided two months ago. And I do NOT accept their accuse. I attach the detailed argument in the letter again. 

  In summary, 1. Show me the contract which has my signature!

  2. when I made the deposit, it was  purely based on *****'s explanation of how the invoice would be calculated. He confirmed it would be based on actual weight. If the weight is less than 8000 lb, a different unit rate will be used. You can't interpret that I agreed with the minimum weight simply by a deposit.  

  2. ******** said she listened to the conversation, if so, can she openly share the voice record with ***?

  3. why did not ***** tell me before I made the deposit that I need to inform you any weight change?

  4. can you explain why the inventory counted my stuff SO wrongly? For example, how come you counted three bikes when I only have two? 

   

  If Burly Boyz seriously runs their business professionally, why did not they give me an official contract to sign? Please listen to the voice record if they provide, and let me know what you heard. Thank you for your time. 

  
  Sincerely,
  
  ***** ****

   

• Initial Complaint

  13/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Burley Boyz was contracted to move my possessions from Edmonton to Calgary May 30, 2022. I paid 2084.17 for moving and the business committed to everything being fully insured. Upon arrival, my possessions incurred significant damage from their service. It was not until I initiated filing a claim for the damaged items that I was informed by ******** ******** that I must pay $163.45 more for insurance or I would not receive any compensation. I attempted to resolve the matter with the business and was only met with threats that I must pay more to receive consideration for my damaged items. This business practice is a violation of my rights as a consumer and fraudulent misrepresentation of services. Damaged items as pictured Signed and Numbered Limited Edition Original "Mount Rundle" Artwork, Metal custom frame, Artglass AR 99, Damaged items not pictured Maple Dresser Replace the damaged items total: 383.75 Limited Edition Signed and Numbered Original "Mount Rundle" Artwork 375 With Tax 383.75 Repair the damaged items: 625.25 Custom Metal Frame & Glass Repair 605 With Tax 635.25 Total Damages: $1019 I expect compensation for my damaged items as committed to by the company. I should not be blackmailed and forced to purchase additional services after significant damage has occurred.

  

  Business response

  27/06/2022

  Good Afternoon,

   

  We are agreeable to the amount for damages repair and replacement costs. All that we ask is that the cost of the Full Value Insurance option is deducted from this amount. We have explained the costs associated with this option and Jay had selected this insurance option for his move but had never paid for it. 

  The cost for the insurance as well as the deductible are as follows:

  0.06long distance rate x 2733 weight of items moved = $163.98 

  The deductible is 200.00

  1092.50-363.98= $728.52 for reimbursement.

   

  

  Business response

  28/06/2022

  Good Afternoon,

   

  *** was given the all the information about the insurance option selected for his move via email once his move was confirmed. He would have also been presented the option again with the costs associated during the pick up of his items. As he was not on site and special arrangements had been made it seemed inappropriate to ask as third party to confirm his insurance selection. After his move had been completed and the damages were present I reviewed the case with management and they agreed to allow *** to submit his damage using the Full Value Protection Plan, we just need to take payment for the insurance cost.

  The rate for ***'s insurance cost is based upon his weight at a cost of $0.06/lb.

  0.06. x 2733lbs = $163.98

  If *** is not willing to pay for the Full Value Protection we will have to issue reimbursement using our Released Value Protection. 

  Customer response

  28/06/2022

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

  This a completely inaccurate statement of events. Our receipts states paid in full with an invoice balance of 0$. The amount of 163.98 was never agreed upon. Burley Boyz billing and procedural issues are not my responsibility. I, as the customer am not be extorted for compensation of my damaged items. 
  
  Sincerely,
  
  *** ******

• Initial Complaint

  17/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am a director of the Board for a townhome property corporation in South Edmonton. On July 4, 2020, a Burly Boyz moving truck hit the balcony of a unit in the complex. Our condominium property at that time contacted Burly Boyz and reported to our Board on July 8, 2020 that she had spoken with the claims department of Burly Boyz that morning where they have accepted responsibility for the incident. The property manager further indicated that she anticipates that Burly Boyz will agree to reimburse the corporation for the entire cost of the repair without question, and will further inform the Board of the progress as the time comes. We then hired a claims adjuster to facilitate the repairs of the balcony. Fast forward to February 4, 2021, with repairs estimated at $7000, the adjuster shared that they have not yet received a response from Burly Boyz and recommended that the unit owner report the loss to Edmonton police due to the amount of the damage and advise that Burly Boyz is not responding and that our board needs to report this to their insurers to recover costs. On June 17, 2021, our adjuster shared that the police were unable to recover insurance information from Burly Boyz. On July 21, 2021, Burly Boyz replied to our adjuster "I have forwarded your information to the owners of the company, as I'm the Payroll/HR manager and have nothing to do with damages or claims. Please feel free to contact Dan Madi at the following email address [email protected]". Our adjuster contacted Dan right away but did not receive a reply at all. Meanwhile, the total costs have gone up due to emergency provisions and adjuster's fees to $9,383.92. Our Board strongly implore Burly Boyz to take responsibility of this incident. They have allowed this whole time to pass without reaching out to us even to at least acknowledge that they are aware of the situation.

  

  Business response

  16/03/2022

  Hello.  We truly appreciate your patience in the response time and the unfortunate damages that occurred.  We are currently in contact with our insurance provider and are looking into options to settle this matter.  Thank you for your time.
  

  Customer response

  16/03/2022

  ********** ********
  
  I am rejecting this response because I do not want to close the complaint unless it has been properly resolved. Thank you for your understanding.
  
  Sincerely,
  ******** ******

• Initial Complaint

  08/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired Burly Boyz for move from Alberta to Ontario. They were 8 hours late at pick up, unresponsive and inflexible with dates. Never used carpet when delivering my furniture nor assisted in re-assembly. At time of delivery items were missing, still missing and have not had a response from the Claims Adjuster. Offered compensation of $250 for inconvenience citing 'industry standards' & 'precedents', which I am not privy to. They said compensation remains at $250 as they do not negotiate & because I had been given a midmonth move discount ($461), which I did not ask for nor was not aware that it it would be held against me for any claims for less then satisfactory service. They also cited that they had made arrangements for delivery of items to my daughter's home in Toronto, to rectify their mistake otherwise the cost would have been in excess of $800 to correct, They have not dealt honestly or transparently, have been inflexible and to date no response from claims for missing items.

  

  Business response

  29/10/2021

  Burly Boyz Response:

  On the date of pickup our crew called our client almost every hour to advise the arrival status, as per the client, this was almost too much contact. Our crew did have a late arrival for the pickup, due to a crew member injuring his ankle on a prior job on the way to this pickup. This caused some delay in the arrival time of our crew. 

  At the time of delivery in Ontario, our crew did accidently leave 1 crate behind in our warehouse, when they left to deliver the client. We did have our crew do a second delivery to have this rectified. 

  During initial delivery our client had her daughter also waiting for our truck, so she could load some items from the truck and take them to her home. Unfortunately, some of the items for the daughter were not on the original load, we did have our crew do a separate delivery to the daughters house to deliver the goods directly to her.

  We have followed up with the client and offered her $250.00 for compensation for these inconveniences. We have also reached out to the client to replace the missing shovels, brooms and dust pan. The client has made us aware she has already purchased the items. I have asked the client for a receipt so we can reimburse her for the missing items.

  Our client was also missing some hardware, I have asked the client to purchase the hardware and send us the receipt and we will also provide her with a full refund for this.

  Customer response

  03/11/2021

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

   

  The crew on the date of pick up were 9 hours late. Yes, they called, every hour to tell me that they would be there in the next hour. They were no where near my home or even in the same city but kept saying they would be there by the next hour, and then the next, and then the next. So I sat there, all day, expecting them to arrive at a certain hour only to get a call on that hour or shortly after saying that they were once again delayed. I had no contact from the office of Burly Boyz to explain or discuss this, they left it to the drivers to deal with, an issue they say is just what they do.

  The delivery was scheduled as per their convenience, not mine. No floor runners used, no reassembly offered, part of my shipment was missing, and to date items still not found and hardware for items missing. 

  They have made an offer of approximately 3% of the cost of my move. They have made this offer 3 times and 3 times I have rejected it. I do not believe 3% is a fair offer due to the numerous breaches of their contract. I was told by Burly Boyz that this offer is based on "precedents and industry standards" yet when I asked for copies of these "precedents" I was met with silence. Then in the next email they said that nothing like this has ever happened before, they have never not reassembled items for a customer or lost part of a shipment. I asked if this has never happened before then how can you cap the compensation based on "precedents"? I have not received an answer, and in fact, because I would not accept their third attempt at an offer they emailed to tell me that if I reject their offer then my claim will be closed. Although I had purchased insurance, items are missing, hardware in order to reassemble items is missing, they arbitrarily are going to close my claim as I will not accept their offer of 3% of the total cost of my move. I was also told that because they gave me a mid-month discount (which I did not request) and because they arranged to have items from the missing shipment delivered to my daughter's home, which was their error, saving an $800 ***** rental, then that was the top compensation they could offer. There is no clause in their contract that states that the mid-month discount would be in lieu of any complaint or compensation for lack of service. 

  They have asked that I go and purchase new hardware for the unassembled items. I do not have the physical strength to put together the piece of furniture. I can't even lift the pieces of it let alone put them together.

  This issue has not been resolved.

   

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

  

  Business response

  16/11/2021

  Burly Boyz has offered our customer a refund of $250.00, for the late arrival, floor runners not being used and reassembly not completed on drop off. We understand the customer has already purchased the missing items, including 2 garden shovels, a rake, 2 brooms, a dust pan and 2 snow shovels. I have asked her for a receipt, so we can reimburse her for those items.

  I have reached out to a few different Handyman companies in the customers area, to see if we can hire someone to go and access the furniture (dining table) that is missing the hardware and needs to be set up. We will also waive the $200.00 deductible as per our CPP agreement, due to the nature of the customers claim.

  Customer response

  17/11/2021

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

  The complaint was for a 9 hour late arrival in picking up my furniture. On the day of delivery, floor runners were not used, the entire shipment did not arrive, and no reassembly was offered or done. When the second part of the shipment arrived, again, no offer of assistance in reassembly was made. So not only was it not offered or done the first time, it was not done the second time either.  Hardware in order to reassemble furniture is missing and they have offered to have a handyman attend to replace the hardware and reassemble the furniture. However, they have asked for photos of the item, which I am unable to give at this time as the table is large and heavy and I am physically unable to access it to get a photo. I will have to hire assistance (probably in the amount of $30 to $50) to move the table in order to take any pictures. There were a number of missing items and to date I have purchase 2 brooms and a rake, coming to a total of approximately $33.00. The other items have not been purchased and likely will not come anywhere near the neighbourhood of the $200 insurance deductible, which they are waiving.

  For the fourth time, Burly Boyz have made the same offer which is about 3% of what I have paid them. After I pay for assistance in moving the table for pictures, this "compensation" is about 2% of my invoice.  Previously they told me that the offer made of $250 is capped due to "precedents" and "industry standards" yet are unable or unwilling to provide citations of those precedents. Then I was told that these situations have never happened so I am at a loss as to how this compensation is capped due to precedent but then told it has never happened. Funnily, they did not offer to assist with assembly of my items on the first delivery and similarly on the second delivery no offer was made, but according to Burly Boyz, this has never happened before. I have asked for further explanation on how they can rely on precedents of events that have never happened before but to date have received no response. I was then told that a mid-month discount of $461 given to me when I booked the move (which I never requested) also was a benefit taken into account when adjudicating compensation. It was never told to me nor written in my contract that an offer of a mid-month discount would act in lieu of compensation should there be any less than acceptable service. I was also told that because of a delivery to my daughter's address in Toronto, which was organized due to their error in not delivering the entire shipment, and which deferred an additional cost of $800, that too was a "benefit' and taken into account, yet again, not outlined in any contract.

  Burly Boyz have made the same offer four times now. For the fourth time I reject this offer. **** **** ** ** * ******** *** *** ******** ******** ** ******** **** ** ************ ** **** ***** ** ****** ********* *** ***** **** ***** **** *** *** ********** ** ******* **** I had an email exchange with **** in July 2021 clearly rejecting this same offer and giving my reasoning. Since then they have made the SAME offer 3 more times and for the fourth time, their offer is rejected.

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

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