ComplaintsforCrescent Moving and Storage Ltd.
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Complaint Details
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Initial Complaint
24/01/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We hired Crescent Moving to move our belongings from ********** ** to ****** **. We requested numerous times that we receive scaling tickets and were promised they would be supplied to us. They were not supplied to us and we were apprised of the lack there of after loading, then after unloading. We have contacted this company via email and telephone on numerous occasions with no contact for a resolve. We believe we had less pounds then quoted and feel we have overpaid this company.Business response
15/02/2022
Note that this client was loaded during a snowstorm when he had havoc in the lower mainland and the scale we went to scale the items was closed (Client was aware). We attempted to scale at destination but the only scale available was frozen. We gave the client an estimate and were supposed to scale the shipment but unfortunately we were not able to do the scale due to it being frozen. We do thousands of moves a year and unfortunately this one was not able to be scaled so we charge the client based on the estimate we had already provided. I explained this to the client and advised them to contact our Van Line to confirm this. I understand their frustration but not much we could do and considering all the challenges our driver going across Canada have been experiencing we weren’t able to wait for a scale to unfreeze as it could have been days and we had other clients that needed to receive their goods.Customer response
15/02/2022
Complaint: ********
I am rejecting this response because:
We were repeatedly promised a weigh scale ticket. We paid in good faith and we were told after our goods were unloaded that the scaling had again not been done. There was another scale that could have been used and ****** explained this to Philip. We were told it was unfortunate for us.****** is a long haul trucker and we would not have paid or had the company unload as we had already spoken with Thom and were assured that it would be weighed. We paid before delivery in good faith and did not receive the promised scale ticket. We were NOT aware that the scale was frozen again until AFTER the payment and delivery or we would not have received the load until it was weighed. To be told that it is unfortunate for us is not good business as we did not receive our PROMISED scale ticket that ****** had discussed twice during our telephone conversations with Thom.Sincerely,
******* **********Business response
28/02/2022
I apologize for the lack of scaling but as I have mentioned the scale at origin was broken and the destination scale was closed due to the winter weather. The goods took up the space of more than what the estimate was but we ran the charges based on the estimate.Customer response
28/02/2022
Complaint: ********
I am rejecting this response because:As mentioned before, there was another scale open. Your business was well aware that it was of the utmost importance that we receive scaling tickets and they were PROMISED to us by Thom on two separate telephone conversations. We were actually told that of course we would receive them. ** *** * **** ** **** ****** **** ** ******** ***** **** ****** We would NOT have received the goods. There was a scale that the driver was pulled into that was open besides the frozen one, so therefore he did scale. We believe we had less weight. Also we have damaged items and still have not received a forwarded form for the damages. We feel we did not receive the promised service. Your reply was that it was unfortunate. We feel it was unfortunate we hired your company. How convenient that we had to pay full price before delivery with the belief that we were not being **** to.
Sincerely,
******* **********
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.