ComplaintsforTrans Canada Movers Inc.

• Initial Complaint

  22/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a multi layer complaint. It involves mostly the delivery on February 2, 2024 where the mover was very aggressive with me demanding money and I was feeling afraid and the fact they broke my tv. I have asked for receipts for the end of the move and to this date the company has still not provided any receipts or returned the $200.00 for the long walk or settled the claim for the tv. On the pick up end of the move there were extra charges after my goods were loaded and I was told if I did not pay them they would not take my items which were already on the truck. The delivery was to be Feb 3rd and on Feb 2nd I got a call the movers were on their way. It was late afternoon when the truck arrived in ******* and I met the driver. It was approximately 330 pm. The driver was angry saying he did not have a place to park the truck and was currently parked around the corner at another building. I said he could park in the fire zone which was by my suite and where the building manager said to park. He said no. (That is where they parked when they loaded my goods in ***************) He then was waving his arms in the air asking why I didn't block off any parking for him to deliver. I said I didn't know he was coming until after 11 am and all the spots were taken. He complained that there was no loading zone for the building and kept saying what am I to do? Like this was all my fault. He parked at the other end of the building where there was a ramp. There was only 2 movers. He had to bounce my goods up a curb and he was piling them outside the door to the building in a heap while the other mover who spoke no English and I tried to communicate. I am seeking the $200 dollars back and a replacement tv. I have run out of room to tell you more.

  

  Business response

  25/03/2024

  Communication and Review:
  The customer has been in ongoing communication with our claims team since February 27, 2024, to address the raised concerns. We take these issues seriously and have conducted an internal review involving the crew members and dispatch involved in this delivery.

  
  Delivery and ****************************************** was informed that adequate street parking would be available upon arrival. Unfortunately, this was not the case, leading to an unforeseen long carry fee due to the distance from the parking spot to the delivery location. This fee was charged as per the terms outlined in the moving agreement. Concerning the parking situation: we explained that irrespective of prior practices or verbal assurances by the Client or building management, it is against the law to park in or obstruct any fire lane/area(s) that are for emergency vehicles. This regulation is strictly enforced to ensure access for emergency vehicles, and as a company, we must adhere to these legal requirements without exception.

  
  Claims and Reimbursements Offered:
  Long Carry Fee: We offered reimbursement for the $200.00 long carry fee charged in good faith.
  Damaged ** **************************** not packed or inspected by our team, was excluded from liability considerations based on our moving agreement. However, we extended a goodwill offer of $400.00, including the long carry fee and partial compensation for the **.
  After further negotiation, we assessed the damaged ** at its fair market value ($949.00) and offered a final reimbursement of $649.99 ($449.99 for the ** post-deductible + $200.00 for the long carry fee).

  
  Coverage and Extended Value Protection:
  The customer inquired about extended coverage options post-incident. We clarified our policy by providing a log of the initial exchange that outlined coverage options. Our policies and the terms of the moving agreement were communicated clearly from the onset (see attached).

  
  Current Status and Further Actions:
  The customer has rejected our offers, requesting a higher reimbursement amount. We maintain that our offered resolutions are fair, considering the circumstances and our policy guidelines. We remain open to continued dialogue with the customer and have an active email dialogue wherein the claims team is waiting for a response.

  
  Conclusion:
  We are committed to resolving customer complaints in a fair and timely manner. While we regret any distress or inconvenience experienced by the customer, we believe our responses and offered resolutions are consistent with our policies and the specifics of this situation. We remain committed to honouring our prior offer pending the customer's acceptance.  

  Customer response

  25/03/2024

   
  Complaint: 21473869
  
  I am rejecting this response because: I agreed to the offer of the $200 back for the long walk. I have asked for a receipt for this multiple times as well as the inventory from the deliver which still has not been provided. The driver was aggressive and intimidating. 

  As for the tv I provided the original receipt which was in the are of $1800. It was also my research that stated the tv was available now on sale for $949.I had mentioned that I never move the tv with one person as a 65 inch tv is too big the response was...( I completely understand the need to have additional hands when handling the **** this is something that our team is quite experienced in as you can imagine most (if not almost all) of our clients have televisions as part of their moving contents. This is also why we've standardized the process of coverage applicable to such items. ) quote from the claims adjuster. 

  Well to be clear that tv came out of the truck on its side on a dolly and bumped up a curb and left outside a door then brought down the hall on its side into my suite. 

  This is not how to handle a tv. The tv's need to be left upright in a horizontal position. Now the tv is damaged. I asked that $700 be offered for the tv plus the $200 for the long walk as well as the paperwork that is missing. 
  
  
  Sincerely,
  
  *********************

  

  Business response

  26/03/2024

  Hi ******, 
  
  As noted throughout our correspondence, the ** in question was not packed nor inspected by our team prior to transport. As such, this article would not be covered under our standard liability coverage - which itself is limited at $0.60/LBS per article. That being said, we've maintained a fair position regarding this article in order to present an amicable resolution to this matter. While we appreciate your research and honesty regarding the current market value of this particular piece ($949.99) - given that this is the current retail value for the piece brand new, the actual market value of the piece used would be less than the retail amount (which is the condition that the piece at pickup time). Nonetheless, we've maintained our position to honour the claim at the market value you've presented in full. The claims deductible of $500.00 would be our standard procedure for assessing damaged claims. Given that we're waiving all of our standard liability considerations, we cannot further waive the deductible for this account - this stipulation regarding the deductible is made clear on the front page of your moving agreement. 

  Regarding the handling of the ** and the conduct of the team: Our internal review with the involved crew members and the dispatch manager that was in touch with them on delivery presented no indication that the contents of your move were handled recklessly or that one individual was handling the ** on delivery. Again, the crew members that were on-site are very experienced professionals that have been working for our company for many years - this is the first time that we've received any such complaints regarding their conduct and were very shocked; That said, we still take these kinds of concerns seriously and management is taking the proper steps to ensure that the proper review process is completed. 

  Given the situation, we maintain that our handling of the claim has been very fair and quite outside of the standard terms of our moving agreement with you - having purchased no extended coverage for the piece, nor having the ** packed by our team - we are willing to honour the review of the article at the amount listed minus the deductible. Our offer of $449.99 for the damage claim review + the reimbursement of $200.00 for the long carry fee is still open for your consideration. 

  Customer response

  27/03/2024

   
  Complaint: 21473869
  
  I am rejecting this response because: These are two separate issues. Only one is a claim. 

   

  Issue #1 - The long walk and your employees behavior.

  This was unacceptable behavior from your employee. At no time should your employees be threatening and intimidating. Waving papers (which I never received and was demanded I sign) in my face and pacing and also demanding I go to a bank machine right now to pay him cash is just wrong. He was between myself and my door to leave I am alone in the apartment, the other mover disappeared, of course I paid the money. I would like that money returned now as it should have been in the first place. 

  The money and receipt should have been returned to me immediately upon notice of this complaint. This is just bad business all around. You are responsible for your employees behavior and how it affects others. I am also sure this is not the first complaint. 

  Issue #2 - the tv claim

  In good faith you should be covering the damage that occurred while in your possession. I have not asked for the full $949 that the tv is worth in todays market, I have asked for $700. The movers at my departure residence finished packing the tv. Your tape is on the box. Upon arrival at my destination the tv was moved by one mover each time and it was moved vertically not horizontally. One by the van driver who was agitated and the other mover who brought it into the suite. At no time was the tv handled as it should have been which is by two people. This is not a small object. It is a 65 inch tv in a protective box making it over 70 inches in width. 

  You need to accept the responsibility of your moving team as their employer. This time the team failed. 

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

• Initial Complaint

  31/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My fiancée and I have used Trans Canada Movers Inc. to move furniture and personal belongings from Vancouver, BC to Grand Falls, NB in March – July 2022. One of the items was a TV that has never made it to the destination. We have asked the company (our contact is Don G*******) to investigate. We haven’t heard anything. We followed up with Don after 5 weeks of waiting. Don didn't have any information for us. We have asked him to reimburse us for the costs - $ 978.83 for the TV and $ 100 for the packing materials that his company has used to wrap it. He has never replied to our email and never returned our phone call. Please help us to get reimbursed for our lost TV.

  

  Business response

  01/09/2022

  Hello *******, 

  
  The missing TV notice that was provided for your account post-delivery has been received by our dispatch and claims departments. We ask for your understanding in timelines as the operational range of our fleets - especially in long distance moves such as yours - span quite extensive distances. As such, when claims surrounding any potential lost articles are received, our dispatch departments work in tandem with our claims teams to conduct a thorough back-check and review of any potential points where the missing piece may be located. This further involves a review of individual touch points for the shipment during transit. All these elements in tandem result in us needing an average 3-6 weeks before concluding our search efforts. 
  
  Once these avenues are exhausted, you would normally hear from our claims department on next steps moving forward. In considering your escalation of this matter, we are happy to move forward in concluding search efforts for the TV in your account. Seeing as we have the TV Model information you’ve provided - ************** – we believe the simplest and fairest resolution to this matter would be to order a replacement for the TV to your new residence. Our claims department will be reaching out to you and your fiancée directly with the contact information on file with next steps. 

  Kind Regards,

  Trans Canada Movers 

  Customer response

  01/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The business has promised to replace the lost item. Until it is done, the claim can't be considered resolved.
  
  Sincerely,

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

  Customer response

  08/09/2022

  We would like them to remove the clause (paragraph number 3)  demanding us not to share this bad experience with others.
  
  Also, the last paragraph that states that the company will not be responsible for anything else once we sign. We can't sign this until we receive the TV in good order. What if it arrives and it is broken? 
  
  Kind Regards 
  ******* ********

  

  Business response

  12/09/2022

  Hi *******, 
  
  I believe there may have been a confusion on outlined terms with respect to the terms of the release waiver you were sent by our claims department. To begin, there would be no limitations on your ability to leave a review regarding your experience with our company. To clarify on the terms being outlined specifically within the waiver are as follows:

  
  "...Client agrees not to make any statement that is intended to become public, or that should reasonably be expected to become public, and that is intended to portray the Company, or the services provided, in a manner that would be deemed untruthful, misleading, or otherwise denigratory towards the Company..." 
  
  This section is in no way limiting you from sharing your experience and opinion in full on any platform of your choosing (verbal, digital, etc.), rather, it is a clause that specifies that what is shared shall be a truthful and accurate representation of your experience with the company and/or the services received. Essentially, this form serves as an agreement between client and company that the representations of the services provided/received are honest for the sake of ensuring transparency. As such, we believe this to be a reasonable request in light of fairly representing your experience with our team throughout the entirety of the moving experience. 
  
  Lastly, the final paragraph is a very standard clause related to claim liability given that there has been a proposed resolution for the claim account which was accepted. As the arranged replacement is to be finalized for your account directly through *******, we would not be able to accept further liability for this new article nor its delivery (as we would have no further involvement with facilitating this process); However, I don't believe this should be a cause for concern, as again, any issues you may have (albeit rare in nature), can and should be something that you can directly resolve with ******* moving forward (as they provide guarantees and warranties on this process - given that this piece is directly manufactured and shipped through them). The remainder of the liability clause in this section of the form highlights that we would not be responsible for any further articles involved in this move - given that the account is for this single piece - this would be a standard liability release. 

  
  I hope this provides you with a thorough understanding of the sections referenced in the waiver. 
  
  Kind Regards, 
  Trans Canada Movers 

• Initial Complaint

  19/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  You moved us from California to Washington, stored our items in a very bad facility according to one of your movers you subcontracted to move our things. Left us to move ALL of the remaining boxes. Once we opened up our things there was damage to multiple items. We have tried to email you about getting some money back for damages, and there has been no response via email at all. We had no problem with communication prior to us needed a reimbursement. You owe us money for damages and shame on you for not responding. This is not how you run a business. I recommend you reply to the emails and give us our money back or we will be contacting a lawyer for damages.

  

  Business response

  25/04/2022

  This move was contracted by the Client for transport between Rancho Palos Verdes, CA to Vancouver, BC; However the Client was declined entry into Canada. As such, the contracted services could not be performed.
  
  As we are only licensed to move cross-border bound goods (Canada-USA/USA-Canada), and the shipment was transported up to the WA area, the goods had to be unloaded in a local storage facility in the area. As Trans Canada Movers does not own or operate any storage facilities in the United States, the condition of such facilities is not under the control of our Company.
  
  We have been in contact with the Client since their initial contact regarding damaged goods and had informed them of the claims process with our team; We’ve further provided the Client with the applicable steps and form necessary to initiate a claim, however, this route was never taken up. The Client has since issued a chargeback on the payment method used for the account; We have since contacted the issuing bank with the relevant information for the resolution of a chargeback reversal. At this time, the resolution is still pending, and we’ve not received any further notice from the bank.

  
  On March 28th, 2022 – the Client was notified via email of the chargeback posted on the account and that (although not submitted), we would not be able to move forward with a claim account until there was a resolution to the posted chargeback.
  

  
  Please Note: All communications received from the client have been responded to; We are happy to provide a detailed breakdown of communications since the initial submission.

  Regards,

  Trans Canada Movers 

  Customer response

  25/04/2022

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

  We have proof that we were not responded to after claiming our items were damaged, which is why we filed for a charge back. ** *** * ******** ********** *** ***** ***** ** **** ** * ********* ** *** ********* ********* ****** ** *** ****** **** ****** ** ***** *** ****** **** ******, and you did not make the experience any better for us. Do what is right please and give us money for the items that were damaged. Don't raise your hands in the air and claim you had no control over this or that. Communication prior to us making a complaint about damaged items was instant. Suddenly we email asking for some money back for damages and no reply for WEEKS.  We have the proof there was no reply. Which is why we did the **** charge back. Be understanding. We just want a resolution here please. 
  
  Sincerely,
  
  ********** ****

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