ComplaintsforYou Move Me Vancouver

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ‘You Move Me’ was employed to conduct a move from Vancouver to Port Moody on June 2nd. Priority went to unpacking/ organizing the household however, in the 3rd week of July I began focusing on unpacking/ organizing my workshop during which time I realized that 1 box was missing. The box contained auto parts for a restoration vehicle. Upon realization of the missing box I searched the entire home but, the box was nowhere to be found. The box has a replacement value of several thousand dollars. It was in my possession the morning of the move, it now is not. The only logical explanation is that the box went missing during the move. A duty of care and responsibility was entrusted to ‘You Move Me’ and I am now significantly out of pocket with a hard task of replacing what is lost. A call was made to You Move Me July 21st describing the issue with a follow up call July 27th. The end of this process was ‘You Move Me’ stating no responsibility would be accepted. Reason being that too much time has passed since the move and too much grey area existed to accept responsibility. Claiming too much ‘grey’ area and ‘too much time has passed’ are weak excuses and unacceptable. The minimum I am expecting is a total refund of $2155. Note - to provide more context a more detailed description is attached as a ***.

  

  Business response

  15/08/2023

  Greetings,

  I understand the frustration and concern you've expressed regarding the missing box following your move with You Move Me. Please accept my sincere apologies for any inconvenience you have experienced. I want to assure you that we take all customer feedback seriously and investigate any issues thoroughly to ensure our services meet the high standards we strive for.

  
  I have reviewed the information you provided and thoroughly examined the details surrounding your move. While we at You Move Me empathize wholeheartedly and understand the importance of the missing box and the substantial inconvenience it has caused you, I regret to inform you that we are unable to accept responsibility for the alleged loss of your items based on the circumstances outlined.

  
  The safety and security of your belongings are of utmost importance to us. Our movers undergo rigorous training to handle your items with care and professionalism. However, the nature of a move involves numerous variables and logistical challenges. Your account of the missing box is indeed unfortunate, but the timeline, the period of 7 weeks between the move and the identification of the missing box, does present challenges in establishing a direct link between the box's disappearance and our services. As your account of the move outlines, you confirmed that all of the items that were in the truck were unloaded into your new residence. This, in conjunction with the long duration between our alleged possession of the item and its reported disappearance has led us to the conclusion that we’re unable to establish validity in any of the hypothesized explanations for the disappearance of the box.  

  
  Our team conducted a thorough internal investigation to locate the missing box, checking our warehouse and communicating with the movers who assisted you on that day. Despite our best efforts, we were unable to trace the missing item or find any evidence pointing to its location or our involvement in its disappearance. I assure you that we treated this matter with the utmost seriousness and diligence.

  
  While we genuinely wish we could provide a resolution that fully meets your expectations, we must consider the limitations of our ability to establish You Move Me’s involvement in the alleged circumstances of the box's disappearance. We genuinely regret that this situation has led to dissatisfaction and inconvenience for you.
  In light of your disappointment, we understand that you are seeking compensation for your loss. In an effort to address your negative experience, we offered a 10% discount on your move as a gesture of empathy and goodwill for your frustrations. We recognize that this offer was not satisfactory to you, and we sincerely apologize if it appeared dismissive. Our intention was to demonstrate our commitment to working towards an equitable resolution regardless of our liability in the whereabouts of the item. We deeply regret that our efforts did not meet your expectations.

  
  We want to assure you that your feedback will be shared with our team to help us improve our services and prevent similar issues in the future. As a responsible company, we take every customer concern as an opportunity to learn and grow.

  
  Once again, I apologize for any distress this situation has caused you. If you have any further questions or concerns, please feel free to reach out to us. We value your feedback and are committed to resolving this matter to the best of our ability.

  
  Thank you for your understanding and patience.

  
  Sincerely,

  Karl P*****

  You Move Me Vancouver

  
  

  Customer response

  17/08/2023

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

  While, this response details empathy, understanding and even an apology it is hard to take seriously as reading between the lines you are stating that you do not believe me. Let me be clear, this is not a joke, this is not a ****, my wife and I are real people whom placed trust in ‘You move me’ to move our belongings to our new home. One box is missing and a response from this company such as the preceding, is lacking integrity. There is more than enough reasoning explaining the timeline of this complaint as well as adequate reasoning behind the events occurring the day of June 2nd. For ‘You Move Me’ to claim there is not enough proof to establish a direct link to liability and wash your hands of responsibility is unacceptable. The box existed the morning of June 2nd…..‘You Move Me’ was hired to move the box……the box is no longer is in my possession. 

  What ‘You Move Me’ needs to do now is the right thing. A 10% discount does not show integrity. I am not asking for full replacement value, I’m asking for a full refund ($1855+300 tips = $2155).

  
  Sincerely,
  
  *** *****

  

  Business response

  21/08/2023

  I’m very sorry that you are feeling frustrated and have to deal with this situation. I know moving can be a stressful situation and there are always a lot of moving pieces to manage throughout the process. Our intention is not to suggest that you are being in any way deceitful but to simply acknowledge that you could possibly be mistaken. 
  Although you seem confident you saw the box on the day of the move it is possible that you saw it several days before the move in a particular spot and it was moved prior to our arrival. Given that it was a small high value item it seems plausible that you may have chosen not to have our team transport it. 
  Moreover given the timeline it is possible that a small box such as that was moved shortly after the move and misplaced after the move took place and forgotten about. 
  These scenarios seem equally plausible to the scenario in which we moved your item but it somehow did not make it into your new place of residence and was not left in the truck based on your inspection. 
  The other problem that persists is we were and are unaware of the contents of the box and their value. So even if we did lose the box somehow in transit then the demanded value would be based on the weight of the box as is the Canadian standard for the moving industry. This is paid out at $0.60 per pound for a box that likely only weighs at most 20lbs. 
  All that being said, given that we have great empathy for your situation and can clearly see that the situation is causing you a great deal of frustration we would be willing to refund you one third the cost of your move ($711.15). This recognizes that it could have been lost either before, during or after the move and we would take off a third for the possibility we lost your items. This also gives you a value way beyond the standard despite us never being able to know what happened with the items you have identified as missing. 
  Thanks for your patience and I hope this helps and we can move forward with a resolution. 
  
  

  Customer response

  21/08/2023

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

  I have outlined the corse of events up to the morning of the move as well as the period of time following. There exists no rationale nor logic to claim i ‘misplaced’ the box. Suggesting this, holds no steam. The box existed the morning of the move and went missing on your watch. 

  I am not asking for replacement value, I’m asking for a total refund. While your industry standard of 0.6 on the dollar helps to minimize your lose, it does very little to help me, so please stop minimizing this and do the right thing, a full refund. Again, this box was not ‘mis-placed’ neither before nor after the move. The box disappeared on your watch.

• Initial Complaint

  13/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired You Move Me for packing and moving services on January 24, 2023 to move my belongings from a condo into a storage unit. Prior to packing and moving day, an estimator came to my condo. He viewed all inventory and estimated 2 crew members would need 2 hours to pack and 3 hours to move, for a total of 5 hours. With truck rental and moving supplies the total estimate came to $1398.65. The estimate notes indicated "In the event you received an on-site estimate, we expect the estimated price to be within 20% of the final invoice." During the on-site estimate, I explained I would need an inventory list of the contents of each box for ease in accessing items from storage post-move. The estimator advised the packers would take a photo of box contents. We also discussed a box numbering system I would need the packers to follow, to which the estimator agreed and I sent a packing list in advance of the move. Additionally I asked the estimator to advise the size of storage unit I should rent (to ensure all inventory would fit). He advised a 5x8x8 unit and I leased a 5x10x8 (larger to be sure there would be enough space). On the day of the move the crew who arrived knew nothing about the packing list, box numbering system, or the need to photograph the contents of each box. I explained to the crew what was discussed during the estimate and they were agreeable. However packing took over 4 hours (with me helping in some ways to get it done even sooner) and moving took over 4 hours. Upon arriving at the storage facility, the crew advised there was no way the content would fit into the 5x10x8. I had to lease 2 additional storage units, a 5x10x4 and 5x8x8. The final bill was $1964.55, 40% higher than the estimate. They also damaged 2 pieces of artwork, a lamp shade and a plastic drawer tower. I am now incurring ongoing increased costs by having 3 separate storage units. Also, they only provided 12 photos that identify which box contains which contents.

  

  Business response

  13/02/2023

  Hello ******, 

  This is very disappointing that you have submitted this through BBB. We have been in contact with you with solutions to the matter. Today I have also sent you another email. 
  

  We have been patient as you work through your own personal issue and time to be able to resolve the matter. 

   

  We have offered to come and have your storage units re-arranged we have also offered a discount. 

  On the day of your move to the storage units you were also not charged for the time it took to book and find your additional units. We also did not charge your for the additional boxes that were needed. 

  There were pictures that were taken - we all agree that they were not as detailed you wanted. That your situation is not really the norm for our moving procedures. 

  We have done everything that we can to resolve this matter and yet you are still not happy with our responses. 

   

  We are sorry that you had a bad experience and wish that you would help us help you resolve this. 

  Please contact our office Tanya - ********************* 

   Best regards and Best wishes

  Customer response

  14/02/2023

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

  The company is still not understanding that they committed to provide a box inventory using photographs. This was clearly discussed with the estimator during the on-site estimate, an approach was suggested by the estimator to take photographs of each box’s contents, and was agreed to. However, the on-site crew knew nothing about the need for a photo inventory, demonstrating internal communications issues for You Move Me’s operations between estimator and move crew. Tanya indicated the crew was unclear as to the level of detail or did not understand what was needed for the inventory. She also indicated my “********* ** *** ****** *** **** *** *** *********** ****** **********.” Regardless of whether the company typically offers this service or the lack of internal communication, in this specific circumstance the business did agree to provide this service. They can't then claim it's unfortunate it didn't work out and did their best by providing the photos they do have.  Not once have they offered a solution or substantial refund to recognize they did not fulfill this specific element of the service agreement. Additionally, in their e-mail to me on February 13th they said “w* **** ***** *** ********** **** *** **** ****** ********* ***** **** ******* ****** ******* ** **** ****** *** **** **** *** ******** ** *** ******** ** **** ***** *** ***** *******.” However, in my emails dated February 2nd and February 3rd I noted that I had not received a photo inventory that was discussed as part of the service. They subsequently ignored the issue and have not provided any solution to address it.

  
  In their reply to the BBB, they've suggested they chose not to charge for additional time it took to book and find the additional storage units. However, the only reason additional time was required to find storage units, was because the estimator was completely erroneous in advising the size of storage unit needed.

  They also said they did not charge for additional boxes that were needed. Again, it was the estimator who completely misjudged the amount of inventory (even though he viewed it in-person). Additionally, the company indicated in emails that the crew did not fill all the boxes thereby increasing the amount of boxes needed. It’s not the customer's financial liability to have to pay for extra boxes because the packers chose to not fill them completely.

  
  In their direct e-mail to me on February 13th, they increased their proposed refund To bring the movers time within 20% off the estimate. However, they are still not understanding that I paid a total price that was 40% higher than the total original estimate. Again, the number of boxes used were higher because due to the erroneous estimate and the packers choosing to not to fill all the boxes.
  

  You Move Me is also suggesting their payment for damage to four items should be considered part of the refund. These are a separate issue from the increased costs of time and materials because of their erroneous estimate. They have offered $100 for damage to two original art pieces, $25 for a plastic storage tower (which has a retail value of $60+tax to replace) and $3 for a lamp shade which has a retail value of $66+tax. I recognize their damage policy does not replace at original value, but these offers of damage replacements are inadequate and again, a separate issue from the fact they charged me 40% higher than the original estimate.
  

  The only way to provide the photo inventory would be to pull everything out of the storage units, open each box to take a photo inventory and subsequently repack the units. If they are not willing to do so, then they have not fulfilled that element of the service they agreed to provide and there should be a refund specifically on that issue. This would be separate from time spent to repack the units, and I will likely still have ongoing increased financial costs due to having multiple storage units. They have offered to repack to get them down to 1-2, however they are not understanding the amount of inventory and boxes is extremely unlikely to fit into 1 unit. I will most likely be left with ongoing costs of 2 units when had the original estimate been much more accurate, I could have rented one larger sized unit.

  I have included a copy of an email the company sent to me yesterday after they responded to the BBB complaint.

  Thank you and I appreciate support from the BBB to mediate a resolution.
  
  Sincerely,
  
  ****** ******

  

  Business response

  16/02/2023

  I have included copies of our offers all through the process please see attached for those. We have been very responsive and have done our best to resolve this matter. 

  Jan 26, 2023- I had a call with the client and emailed the conversation in point form so we were all on the same page - As you will see her main concern was the Storage units and having the amount of 3. 

  Jan 30, 2023 ****** responded see attached email with more detail to her complaint and concern about the contents in the boxes and her list. As you will see from this email she again advised that the units were her biggest issue. 

  Jan 31, 2023 I responded to each question color coded in red - see attached 

  Feb 1, 2023- Jeff responded to his investigation on the estimate vs invoice.- see attached

  Feb 1, 2023- I was able to obtain the photos that ****** was requesting and sent them to her. 

  At this time I am not able to add more documents but would be happy to provided more please ask and I am happy to provide them

  Feb 2, 2023- Both jeff and I responded to ****** on her very leangth email that we will have to review it and get back to her. 

  Feb 3, 2023- I responded to her for both of us. Educating that we were happy to rearrange the units for her and that we would be able to offer 1hr back to her as a refund

  Feb 3 ,2023 ****** response was that she was away on the island and for a family funeral service for the next week. 

  Feb 6, 2023 ****** provided us photos of the storage units and damaged Art work

  Feb 6, 2023 I responded thank you for the invoice advised asked how she wanted to deal with the damages and advised we still needed time to review the phots 

  Feb 9, 2023 ****** reached out for f/u as we had not responded

  Feb 9, 2023 I responded to ****** about our situation with one of our sales people and apologized for the late reply 

  Feb 9, 2023 ****** responded that she wanted to put a complaint in with BBB based on the fact she did not get photos that were to her expectations

  Feb 14, 2023 Before we actually got the notification of this complaint we sent ****** an offer Which would bring her invoice to the 20% or have us come rearrange her units to see if we can minimize the units she has.  

  Feb 14, 2023 ****** responded that she rather go through BBB. 

  At this point I am not sure what we can offer as the complaint seems to be more of the contents of the boxes as she is living out of the units. Unfortunately, this would cause the units to not be utilized correctly and how they are intended. We are more than will to work with ****** on rearranging the units and provided some sort of discount.  We do need her to also understand that if she does not tell us what she is expecting that we can not help either. As all her emails indicated the storage was the biggest issue and if we offer to have jeff come and assist the best he can she does not seem to be happy with that result, But looking at the photos it appears the space is not utilized correctly. 

  I hope that this clarifies more on the situation and hope that there is a solution in the near future and if you need more documentation or pictures I am happy to provide.  

  Customer response

  22/02/2023

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

  You Move Me (YMM) is inaccurate and misleading in their claim, and has not provided all details of communication. I have copied YMM's most recent response below, and inserted my additions, corrections, and comments below.

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

  MESSAGE FROM BUSINESS:

  I have included copies of our offers all through the process please see attached for those. We have been very responsive and have done our best to resolve this matter. 
  

  Jan 26, 2023- I had a call with the client and emailed the conversation in point so we were all on the same page - As you will see her main concern was the Storage units and having the amount of 3. 
         Comment from Consumer: Yes, my main concern was and continues to be having 3 storage units. In the initial conversation with Tanya, I had not yet received the photos so was unaware this would become an additional issue. End comment.

  Jan 30, 2023 ****** responded see attached email with more detail to her complaint and concern about the contents in the boxes and her list. As you will see from this email she again advised that the units were her biggest issue.

  Comment from Consumer: Again, as I had not yet received the photos, I had no way of knowing they were not sufficient. End comment.      

  Jan 31, 2023 I responded to each question color coded in red - see attached 
  

  Feb 1, 2023- Jeff responded to his investigation on the estimate vs invoice.- see attached
  

  Feb 1, 2023- I was able to obtain the photos that ****** was requesting and sent them to her. 
  

  Comment from Consumer: February 2, 2023 – I replied that the photos provided were mostly useless. There were 41 photos taken of which 12 identify the box number and roughly the contents. The remaining photos were of contents only or closed boxes. This is not in line with what was discussed during the on-site estimate and does not meet the service YMM agreed to provide. As a result, the lack of photo inventory became an issue in addition to having 3 separate storage units.
  At this time I am not able to add more documents but would be happy to provided more please ask and I am happy to provide them. End comment.
  

  Feb 2, 2023- Both jeff and I responded to ****** on her very leangth email that we will have to review it and get back to her. 
  

  Feb 3, 2023- I responded to her for both of us. Educating that we were happy to rearrange the units for her and that we would be able to offer 1hr back to her as a refund
  

         Comment from Consumer: Yes, YMM offered to rearrange the storage units and provide a 1-hour refund, but they ignored the issue that they did not deliver a functional photo inventory.
  

  Feb 3 ,2023 ****** response was that she was away on the island and for a family funeral service for the next week. 

  Comment from Consumer: In this Feb 3, 2023 reply, I expressed appreciation of their refund offer but noted it was unacceptable as it still did not bring the total bill within 20% of the original estimate. I noted I was agreeable for team members to help rearrange the storage units. I also indicated they had not provided any solutions to address the issue of not having a photo inventory which was clearly part of scope of agreed upon work. I asked for another review for possible solutions. End comment.
  

  Feb 6, 2023 ****** provided us photos of the storage units and damaged Art work
  

  Comment from Consumer: This email also included a request for proposed solutions given the increased costs for 3 separate storage units. I also noted “as stated previously, I do not have an inventory of photos of what is contained in each box and this was agreed to as the scope of work.” End comment.
  

  Feb 6, 2023 I responded thank you for the invoice advised asked how she wanted to deal with the damages and advised we still needed time to review the phots 
  

    Comment from Consumer: Note, YMM advised they still needed time to review the photos of the storage units, which is completely reasonable given their staffing challenges. At no time did they suggest they would address the lack of photo inventory. End comment.

  Feb 9, 2023 ****** reached out for f/u as we had not responded
  

  Feb 9, 2023 I responded to ****** about our situation with one of our sales people and apologized for the late reply 
  

  Comment from Consumer: This email included a suggested timeframe for YMM team members to rearrange the storage units. It also offered a damage payment for the original artwork. There was no solution offered to address the issue of not delivering a photo inventory. End comment.
  

  Feb 9, 2023 ****** responded that she wanted to put a complaint in with BBB based on the fact she did not get photos that were to her expectations
  

  Comment from Consumer: I filed a complaint with the BBB for the support of a representative to help mediate, as YMM had continuously ignored the fact they did not provide a photo inventory and ignored my requests for a resolution on that issue. End comment.

  
  Feb 14 13, 2023 Before we actually got the notification of this complaint we sent ****** an offer Which would bring her invoice to the 20% or have us come rearrange her units to see if we can minimize the units she has.  
  

         Comment from Consumer: I am unaware what time YMM was notified of the complaint to the BBB. In their Feb 13th email:
  · YMM noted it was “unclear to the movers/packers what detail [******] wanted with the boxes and they did not understand it.” As noted in my correspondence both with the BBB and   YMM, it was well understood by the on-site estimator what was needed related to a photo inventory and he agreed YMM would provide it. There was a complete lack of communication   from the estimator to the moving/packing crew, evidenced by them knowing nothing about the photo inventory service when they arrived on site. A business cannot be relieved of   providing an agreed upon service due to lack of internal communication.
  
  · YMM also stated “we came up with a solution to sort your issue with your units. Since this was your major concern was having 3 units (sic).” As noted above, on 3 separate occasions I   identified the issue of not having a photo inventory and requested a proposed solution. It is correct that the increased costs of 3 separate storage units was the major concern,        however the lack of photo inventory was an addition issue. A customer is not limited to one issue when a business does not deliver agreed upon services.
  
  · In providing a proposed increased refund to bring the total cost within 20% of the estimate, YMM changed their offer to be either repacking or compensation. They’re not understanding   that there are multiple issues requiring multiple solutions: (1) the major issue is my ongoing cost of multiple storage units, to which they’ve offered repacking services; (2) the lack of   photo inventory still requires a proposed solution; and (3) the invoice was 40% higher due to the erroneous estimate where packing took way longer than estimated and packers did   not fill boxes (which increased the number of boxes charged for as well as space needed in the storage units). End comment. 
  

  Feb 14, 2023 ****** responded that she rather go through BBB. 
  

  At this point I am not sure what we can offer as the complaint seems to be more of the contents of the boxes as she is living out of the units. Unfortunately, this would cause the units to not be utilized correctly and how they are intended.
  

  Comment from Consumer: “Living out of the units” is an inaccurate and misleading. Since the move on January 24th, I have attended the storage units on 3 occasions: once to drop off a few items, once to take photos of the units for YMM, and once to pick up a few items. This in no way causes the units to not be utilized correctly and how they are intended.
  On the day of the move the 5x10x4 was packed as full as possible, then the movers packed the 5x10x8 until they knew the remaining 15+ boxes would absolutely not fit which required the rental of the 5x8x8. It was the significantly erroneous estimate of inventory and not filling boxes that resulted in way more boxes and 3 separate storage units. End of comment.

  
  We are more than will to work with ****** on rearranging the units and provided some sort of discount.  We do need her to also understand that if she does not tell us what she is expecting that we can not help either.

         Comment from Consumer: This statement is also misleading and inaccurate, as in 3 separate emails I raised the additional issue of not having a photo inventory, which YMM subsequently ignored. I clearly expressed the need for an inventory during the on-site estimate and provided a packing list by email, to which the estimator proposed a photo inventory would be the best approach and committed to providing this service. End comment.

  
  As all her emails indicated the storage was the biggest issue and if we offer to have jeff come and assist the best he can she does not seem to be happy with that result, But looking at the photos it appears the space is not utilized correctly. 
  I hope that this clarifies more on the situation and hope that there is a solution in the near future and if you need more documentation or pictures I am happy to provide.  

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

  I look forward to mediated support from the BBB as the business is clearly not understanding their responsibility and the scope of work they committed to provide. 

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

  

  Business response

  01/03/2023

  Hello ******, 

   

  We are so very sorry that we are not able to come to a resolution. At this point we are not sure what you are asking for. If you could please articulate exactly what you would like us to do we would be happy to look further into this matter. 

  What we have offered so far. 

  We have offered to adjust the invoice- based on the fact the photos were not satisfactory and that the move went over. Although we also did not charge you for all the time that was actually used. We are a time based business and this was explained at the time of booking.

  We have offered to come and rearrange your units so that way you could hopefully have them put in less units to reduce your monthly cost.

   

  In order to resolve this we need to know what you would like to have this resolved. As we have done our best to resolve this matter and work with you. 

  Thank you 

   

  Customer response

  06/03/2023

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

  While YMM’s offers to date have sought to address some of the issues, they have not offered to address all issues.
  
  The offer to adjust the invoice was not based on the photos not being satisfactory, YMM offered to bring the invoice within 20% of the estimate separately from the photo inventory issue. YMM repeatedly ignored that specific issue, claimed I was “adding” issues and being unclear, and tried to absolve themselves of that responsibility because YMM “typically doesn’t provide it”. YMM has not offered any solution specific to the lack of photo inventory, whether that would be to redo the work to provide photos or additional compensation.
  
  This is what I think would be reasonable given the circumstances:
  
        · Rearrange the units, as offered by YMM.
  
        · During the rearrangement, pull all boxes out of the storage units to downsize, reduce the number of boxes and take a photo inventory as originally promised.

  This week I attended the storage units and found 4 boxes which were only partially full – all of them were for the bedroom. (Please see photos). I reduced the contents of 2 boxes into 1 and combined another box into a half-filled box. There is still another box that is a large wardrobe box and is only half full. I suspect there are many more boxes that were not filled to capacity – as Jeff stated in a February 1st email. As I said in my reply on February 2nd, the movers should not have packs the boxes to partial capacity and I never asked them to. This is clearly an unethical business practice, as it allows a company to charge for more boxes. In other move situations, consumers may not know the difference or may not be as severely impacted as most are moving directly into another home and unpacking in the following days and weeks. In my situation, it has increased the amount of boxes and therefore the amount of storage I have to pay for.
  
     · As a result of the additional storage YMM has cost me based on this unethical business practice, YMM should pay for the costs of the extra storage I have incurred. If we are able to reduce to 2 storage units, they would pay the cost of the 3rd storage unit from January 24th until the day I can release it If we are able to reduce to 1 storage unit, they should pay the cost of the 2nd and 3rd storage units from January 24th until I am able to release it. (Note “able to release” would be based on the soonest possible date, per the lease agreement).
  
      · The invoice should still be brought within 20% of the original estimate, as noted on the paperwork for the agreed upon service. YMM is a time-based business, however that also requires them to accurately estimate a job as best as possible. The estimate was grossly erroneous in these circumstances, and a business can’t charge a consumer significantly more using the reasoning they are time-based. This opens doors for a business to take advantage of a consumer, by estimating a certain price point in order to obtain the customer, but then significantly increasing the price.
  
  I think we would all prefer to this to be done and finished with. I am in Vancouver until March 15th and traveling out of the country from March 16th -26th. I am in Vancouver from March 27th – April 4th, and then will be out of town until April 19th, and out of the country from April 20th – May 10th. Repacking would need to occur before the 15th, or between March 27th – April 4th (please note during March 27th – April 4th I have various medical appointments that may require last minute scheduling adjustments. Doctors will be advising me last-minute if I need to attend for procedures and testing).
  
  If YMM chooses not to pull everything out to reduce boxes, then I want an additional 20% refund in recognition they oversold the number of boxes and I’m left paying for extra storage space on an ongoing basis.
  
  If YMM chooses not to pull everything out to provide a photo inventory as originally agreed upon, I want an additional 20% refund.
  
  In summary:
  
     · Reduce boxes, take a photo inventory, and repack the storage units. Cover the costs of extra storage space for the unit(s) I can vacate from January 24th to date of vacancy. 20% refund due to erroneous estimate.
  
  OR
  
     · Repack the storage units. Cover the costs of extra storage space for the unit(s) I can vacate from January 24th to date of vacancy. 20% refund due to erroneous estimate. 20% refund to help cover ongoing costs of storage half-filled boxes. 20% refund due to not providing the photo inventory.
  
  Please advise if clarity is needed on the above.
  
  Thank you.
  
  
  Sincerely,
  
  ****** ******

  

  Business response

  15/03/2023

  hello ****** 

   

  I have had the opportunity to speak with our management team on your rejections.  We have come to a final offer. 

  First offer 

  We provide you the adjustment unto the 20% and rearrange your lockers to the best that we can. The photos that you have will stay the way they are. 

   

  Second offer: 

  We come to your lockers with you there and re-arrange take photos but you must be present. No adjustment. 

   

  These are our offeres and this is all we are able to do at this time. Please let us know which you would prefer so we can arrange it. 

  Best regards

  You move Me

   

   

  Customer response

  24/03/2023

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

  As a customer I paid for a service that was to be within a certain price range based on an in-person estimate and was to include a photo inventory. To be required to choose solutions between a reasonable final cost and receiving an agreed upon service is unreasonable. Especially as it is fully likely there are additional boxes that are half full (an unethical business practice), which has thereby increased my storage unit costs due to a higher number of boxes than was needed. 

  There are multiple ****** reviews that indicate this company offers a lower-priced quote when reviewing inventory in-person, but then the actual cost doubles. I have photo evidence of half-filled boxes which is a business tactic to be able to sell more boxes and increase the final invoice. There are ****** reviews of slow movers that result in increased final invoices. I have a plethora of information that I'm sure 

  I want: 

  - 20% discount to bring the final bill within the original estimate range

  - repack the storage units to reduce my costs going forward

  - open all the boxes as this was an agreed upon service, and can also address any other half-filled boxes (otherwise the boxes will never fit into one 5x8' unit as was originally advised)

  - payment towards the extra storage unit costs I have incurred due to the erroneous estimate, half-filled boxes, and poor unit-packing. 

  I will of course be present for the opening the boxes and repacking the storage units as I need to provide access. As a reminder, I am only in BC through to April 16th and then will be out of the country until approximately May 12th.

  If YMM can't agree to the above, then perhaps we need mediation or arbitration through the BBB. 

  I will consider  taking this issue to ***** ********** ******** which will incur legal fees. I will also consider take this matter to the news media. ***** ****** recently did a news special on misleading and in some cases ********** moving companies in Toronto with unfair business practices. I'm sure ****** ****, *** Vancouver or *** would be interested to know my experience here in Vancouver, along with other consumers of YMM who they could contact through ****** reviews. 

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

  Customer response

  05/04/2023

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

  In response to YMM’s most recent reply:
  
  The purpose of this is to fix a situation where YMM made multiple errors. I chose to take the method of filing a BBB because I wanted support from a mediator, but it turns out the BBB does not provide it at this level. YMM had ample opportunity to fix the situation, however you were still not understanding all the issues that needed to be addressed. As I stated in my email to you on February 14th after filing the complaint with BBB, “you still do not seem to understand that your offered solutions do not address all the issues and the company has not taken responsibility for not fulfilling an agreed upon service.” Even during the lengthy back and forth through the BBB you continually tried to alleviate the responsibility of having to provide photos which was an agreed upon service. As stated in my previous replies, a company can’t commit to providing a service, then not fulfill that service, and then claim they shouldn’t have to because it’s not typically within their services. I am not rejecting everything but rather proposing solutions because your offered solutions continually do not address all the issues.
  
  The estimate was based on an in-person review of the inventory and was grossly erroneous resulting in a 40% increased cost and a significantly higher number of boxes than estimated. Your estimator continues to claim that the inventory “should” have fit into a 5x8 storage unit.
  
  Regarding the photos, it’s not a matter of them “not being to my liking.” You actually didn’t provide photos was what was agreed to, as a result of a breakdown in internal communication processes between estimator and packers/movers. Again as I have reiterated numerous times before, it’s not the fault of the customer that YMM doesn’t have better control over it’s operations. If you have agreed the expectation on the photos was not met, you are then responsible to either provide additional compensation for that or fix it by taking photos,
  
  Agreed, the onsite estimate is an estimate, which was explained, and as you are a time based business you estimate a 20% range. However, this was an onsite estimate – it is the estimator’s responsibility to be as accurate as possible. For a final bill to be 40% higher, especially when you say the movers charged for less hours and boxes because they felt bad, demonstrates just how erroneous the estimate was. Again, there are multiple ****** reviews from other clients who indicate their bill doubled after an in-person estimate. This pattern demonstrates an unethical business practice to attract customers at a lower price point and then increase the final bill claiming it’s a time based business, and at that point the customer can’t do anything about it.
  
  It is a mischaracterization to say that I am living out of my storage unit where I need access to every item. I have only accessed approximately 10 boxes from the third 5x8 storage unit because I actually can’t move the weight of the other boxes in the 5x10 and 5x8x4 sky locker. Those boxes remain untouched. The purpose of the photo inventory is so that when I have a new place to move into, I’ll be able to prioritize unpacking by knowing what is in each box. Again, my needs for the photo inventory is irrelevant – the bottom line is you agreed to provide it but didn’t and have continually claimed you are not responsible for that agreed upon service.
  
  I have not ended up in 3 units because of a unique situation that I need access to some of my items. There is 3 storage units because there were so many boxes that couldn’t fit in the recommended 5x8. They couldn’t even fit in a 5x10 that I had booked, not in a 5x8x4 sky locker. I had to get a third 5x8x8 because there were so many boxes they couldn’t all fit. Again, it was your estimator who advised it “should” all fit in an 5x8x8. You state the movers didn’t charge for extra time “because the movers felt bad that you needed to grab additional units based on how you wanted to access your stuff.” Again this is a complete mischaracterization of the situation. It has nothing to do with how I wanted to access my belongings – the numbers of boxes actually could not fit. As you can see from the photos provide back in February at your request, the 5x10x8 and 5x8x4 sky locker are completely full. They are not packed lightly or with space between rows for access. They were packed as full as the movers could get them, and I was still left over with more that required a third unit. My biggest issue with all of this has been the ongoing storage costs I am paying by having to rent 3 separate units when for cost reduction I could have gotten one larger unit from the outset. Again, it was your estimator who advised a 5x8 would be sufficient and I did book a larger unit at 5x10 to be on the safe side.
  
  In regards to the boxes, it is also a mischaracterization to say that the cause of more boxes and half boxes was the notes and piles I had placed. I have video of a pile from the bedroom and subsequent photo evidence where that pile was split into two half boxes, which I was then able to repack into one box. There’s a half filled wardrobe box of shoes that could have easily fit into a large box. Again, wardrobe boxes can be charged at a higher price, and half filling boxes also results in a higher price. I can’t access the boxes in the 5x10x8 and 5x8x4 sky locker because they are too heavy for me to pull out, but I fully expect there are more half-packed boxes that has increased my storage unit costs.
  
  I have made it very clear what I expect for a resolution. We have both been responsive and are both frustrated that it’s early April and we still have no resolution. Because I continue to expect services to be delivered upon, fixed, and/or compensation provided for each issue that occurred, I’m now being deemed as unreasonable and not willing to compromise. Again I ask, why is a customer expected to compromise when the business was completely inaccurate in their estimate of cost, storage needs, unethically filled boxes halfway, and then did not provide an agreed upon service due to their breakdown in communication processes? I have ample evidence to back up all of the issues.
  
  Your offer of $1,000 is not adequate for me to recover costs of extra storage units, bring the invoice within 20% and hire someone else to take a photo inventory and repack the units. If you want to instead go the route of refund only, then I expect a full refund of the entire invoice. That would be a final resolution and would allow this to be done for all of us.
  
  As a reminder, it continues to be within my rights to take this to the media or bring it to the civil rights tribunal and I doubt you want either of those to occur.
  
  I would like it if you would agree to a solution that adequately addresses all of the issues instead of continually offering solutions that only resolve some issues.
  
  Thank you.
  
  
  
  

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

  

  Business response

  13/04/2023

  Hey ******, thanks for your patience in resolving this. We want to make sure you have the finished product of the move is everything you need. 
  
  
  We are happy to have a team come out and get everything remedied for you including pictures and reorganizing boxes. 
  
  
  Please let us know when is the earliest time we can come out and work through that with you. 
  
  
  Thanks! 

  YMM

  Customer response

  22/04/2023

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

  I am very confused by the previous message as after almost 3 months of trying to deal with this, it still does not address all the issues. YMM has finally offered to fix the move including taking photos and repacking the storage units. However this still does not address the 40% increase in the final bill and does not address the increased storage unit costs I have incurred in the past 3 months. As indicated in a previous communication, I am currently out of the country and will not return until May 13th. I am extremely frustrated and would like this matter resolved by addressing all issues that have been raised. 

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

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