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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On August 11 -12, 2023, Purely Canadian moved my belongings from ************************* in ********* to ********************************************** They picked up my belongings on Aug 11 and delivered them to ****** on Aug 12. After delivery, I noticed my bedroom furniture was damaged... in particular my bed frame and dresser. I notified the company on August 28 by email. They had a driver come and look at the damage on August 30 who stated "** ****** **** **** **** **** *** ******* ** ********". He agreed there was damage and would notify his employer. Initially I was told they would pick up my damaged furniture, take it back to their shop in ********* and bring it back up whenever they had another truck coming to ******. At the time, there was no truck scheduled so it seemed this could take months to resolve. I advised I was unable to go without my furniture and asked if they could have a furniture repairperson in the area take care of it. They agreed and advised they would have someone contact me. Despite many emails asking for updates and being promised an answer, I have yet to be provided with a name or service provider who can fix my furniture after 5 weeks.
Business response
05/10/2023
We are sorry for delay in finding someone to do the repairs. We finally heard from a repairman from ******* and he has made arrangments with client to come out on Tuesday Oct 10 to do the repairs.Customer response
30/10/2023
The consumer contacted BBB and stated the complaint has been resolved.Initial Complaint
02/09/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
The move was done in one day on Jul 15. After unpacking I found that our brand new table was damaged. So, I wrote to them telling them about the damage, sending them photos and I also send them the table's invoice asking them to deduct the cost from their final billing. I did not hear any reply for 6 weeks. I also did not get their invoice. Suddenly, after those 6 weeks, I got a call from their office telling me that someone will pass by to fix the table. I confirmed during the call the table is a brand new one and I doubt if it can be fixed to its original shape. It was confirmed that the person is a professional and he will be able to make it like day 1. Immediately following the call, my credit card was charged for around $1,300 without receiving any invoice (I felt as if someone is trying to **** me). The cost of the table which was around $500 was not deducted from the balance payment (an initial $200 was charged when I booked the date so they had the details of my card but that does not mean to charge the card with any amount they like without my knowledge) The person who was supposed to come and fix the table did not come. This company does not pay any attention to its customers. With this complaint I would like to get the cost of the table back.Business response
06/09/2022
I talked to the claims department and they have a repair company going to clients home on Sept 7 to fix small mark on the table
We do apologize for the delay, the client did notify our sales rep a few days after the move and she left a message for claims department. He was away on holidays at the time, some how it was missed. Since client just got back to us, to remind us, we are on it and we will get it taken care of.
The client did send a email after the move and was very happy with our moving services. Everything was blanket wrapped but accidents happen, does not matter how careful you are, its not a easy job. We always take care of our clients
Again we apologize and we will stay in touch with client until completed
Shawn D****
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.