ComplaintsforGolden Paw Moving Company

• Initial Complaint

  27/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I hired Golden Paw based solely on their website, which indicated that they had piano moving eq*ipment, to move a high val*e antiq*e piano. After waiting for 15 min*tes past the pick*p time of 9am at the pick*p location, they showed *p with a *-**** trailer, some blankets and straps, and none of the professional piano moving eq*ipment that I was act*ally hiring them for, s*ch as a ramp for the stairs, or dollies to move the piano inside the homes. The piano did event*ally make it into my home, b*t since they had to constantly lift and rest it, the process took far, far longer than it sho*ld have (over an ho*r to get it o*t of the starting location-after already being an ho*r late - with the piano located on the main floor), and was far more stressf*l than if I had my h*sband move it with o*r OWN eq*ipment. It was not mentioned to me at all that there wo*ld be no eq*ipment available for the move. I paid the $400 invoice witho*t thinking, b*t I co*ld have moved it more efficiently, and onto an ACT*AL TR*CK (as indicated on their website) with good shocks. From their Website: "O*r Piano Moving Eq*ipment And Vehicles in Saint John We *nderstand that pianos can hold sentimental val*e to their owners and as well as being expensive they are also very delicate. To be able to provide the best possible piano moving service in Saint John, we decided as a company that if we wanted to compete and become one of the best piano moving companies aro*nd Saint John, that we needed to invest in the best piano moving eq*ipment available. This investment has already paid off, as now we are known locally as one of if not the best piano moving service providers in the Saint John, NB, area. All of o*r tr*cks are f*lly eq*ipped, clean, and well maintained so that yo*r piano will be in safe hands when transporting locally or f*rther afield." There is more in that section, b*t that s*ms it *p.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They did a move for us on March 31st 2022 they quoted me 3-4 hours it took them 7 was told 5-700 charged 1400 took them 20 minutes between loads so time wasted

  Business response

  02/05/2022

  ******* had hired me along with two other people to move her from 21 lower cove loop apt 201. (elevator included which slows down the move drastically) I had taken that into consideration when I estimated it would take 5 hours give or take. (its standard practice that 2 bedrooms take roughly 4 hours to move, not including an elevator) 

  
  

  during our conversation when booking, I ask certain questions to gain more knowledge on the move we are conducting. One of them being "Are there any elevators or stairs at either location that we should be aware of" in which she replied " There is an elevator at Lower cove loop location."

  
  

  While loading the truck at lower cove loop, it had gone exceptionally smooth and efficient. At this time, we were ahead of schedule and the client was very happy with our professionalism and efficiency thus far.

  
  

  When we arrived at the drop off location (10 wood hollow park) we were surprised to see that there was in fact an elevator and she was on the top floor apt 405. Also, when we showed up, the maintenance technician had warned us that the elevator was very outdated and the door wants to shut after just 10 seconds of being open and it releases a loud ding sound if not closed which can be heard from the third floor. He told us that we have to let it shut all the way otherwise it will not work properly. This was very frustrating because we could only load a few items at a time into the elevator, let it close, open it again and load some more, all the while other people were constantly using the elevator.

  The stairs were an even worse option because they were on the opposite side of the building and would of took longer.

  
  

  At this time, we are working later than regular ( I try not to move past 7PM) and my movers as well as myself just want to get the move done. We didn't take any breaks and were always moving and trying our best to get it over with.

  
  

  I am surprised of this complaint because the client was very happy with our service and also tipped us an additional $100 for our hard work and dedication, Thanked us and we were on our way. 

  
  

  Overall, this was not an easy move. (physically) nonetheless my company is known for beating most competitor prices and I am confident that any other moving company wouldn't take less than $1500 for this specific service. You are paying for the luxury of having professionals move your belongings into your home. For records, the move totaled at $1,120.

• Initial Complaint

  02/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I hired this moving company on September 8, 2021, to move me from ** *** ***** *** ***** ********** NB to 1** ******* *** Quispamsis. They did not arrive to my address until 9:00 pm. Gave them the option of moving furniture into the house the next morning as it was late and very dark. Moved furniture and mostly done at 11:00 pm. Had to come back the next morning, to put some furniture together. Told them at this time, the damages to the Murphy Bed and bedroom set. Company wanted me to get information on replacing damaged drawers on bedroom set from the company I bought it from. I did this within the next ten days. When I forwarded information regarding replacing the drawers in early October, they said they were going to take over and deal with the manufacturer. They did begin to fix some of the damages to the Murphy bed, but work never completed. Have contacted company several times by phone and mail and have not received a call back.

  Customer response

  02/11/2021

  Good morning.

  I paid the moving company approximately $1600 to move me from ***** ********* to *** ******* *** Quispamsis.

  I paid them in cash, and did not receive a receipt.

  They moved me on September 8, 2021 and I gave them the cash for the move the following day on September 9, 2021.
  

  There is no dispute regarding them moving me. even though I don't have a receipt.

   

  **** ****

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

   

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