Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a quote from MVS to ship my ATV from ***** ***** ** to ****** ** for the sum of $700 which included all fees & charges. I completed the acceptance forms online. A few days later I received an e-mail message me informing me MVS had made an error in the quote and the new price would be $100 additional. I contacted MVS (both the employee who had provided the quote and as well the owner) to argue the fact that their contract states the they will honour the quote once accepted. Unfortunately I did not get any satisfaction in resolving the issue therefore I am contacting your organization to help me resolve the issue with MVS.

  Customer Answer

  Date: 08/04/2025

  I am sending you MVS's e-mail confirming their acceptance of my order to transport my ATV for the agrred upon fee of $700.

  

  Business Response

  Date: 09/04/2025

  Thank you for the opportunity to respond to the recent complaint submitted by W****** K******* regarding a quote for ATV shipping services from G**** F***** **, to S*****, **.

  We would like to provide the following clarification:
  
  The customer submitted a request for four separate quotes to ship their ATV to various destinations across the Maritimes. One of those locations—S*****, **—was mistakenly quoted at a significantly lower rate than it should have been. This rate did not align with our standard pricing model, especially when compared to the longer-distance destinations the customer had inquired about, which were quoted at considerably higher rates. The $700 quote for ****** was not consistent with actual shipping costs, and honoring it would have resulted in a financial loss for our company.
  
  Shortly after the customer submitted their booking form, our team identified the pricing error and promptly contacted them. We acknowledged the mistake and offered a deeply discounted corrected rate of $800, which was still below our actual cost for that shipment. This was an effort to resolve the issue in good faith and minimize any inconvenience to the customer.
  
  Despite this, the customer refused the revised quote and insisted we honor the original price. While we understand their frustration, it's important to clarify that:
  
  A quote is not a binding contract under C******* contract law. It is considered an invitation to do business, not a final agreement.
  
  Our Terms and Conditions, which are presented clearly before booking, state:
  "MVS Canada reserves the right to cancel any order for any reason at any time."
  
  The customer also noted in their complaint that they contacted both an employee and the owner. This is accurate—our owner did respond directly to the customer by email to explain the situation.
  
  We regret that the customer was not satisfied with the resolution, but we acted transparently, reasonably, and in line with both legal standards and our published terms. We are committed to fairness in all our dealings and made every effort to resolve this matter respectfully.
  
  We are happy to provide supporting documentation upon request, including the customer’s quote requests, our email correspondence, and a copy of our Terms and Conditions.

• Initial Complaint

  Date:20/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TERRIBLE CUSTOMER SERVICE I had a pair of shoes in the vehicle as it was being transported. Someone stole them out of the trunk. These shoes belonged to MY BROTHER WHO HAS NOW PASSED AWAY! NO one is doing anything to help!!!! STAY AWAY FROM THIS COMPANY

  

  Business Response

  Date: 20/11/2024

  We are very sorry to hear about your situation and understand the sentimental value of the shoes that were left in the vehicle. We sincerely empathize with the loss of your brother and the distress this situation has caused you.
  
  However, we would like to clarify the terms and conditions of our vehicle shipping service, which are communicated to all customers prior to booking. As stated in the shipping quote and also the shipping contract you agreed to, personal items are not permitted to be left inside vehicles during transit. This policy is in place because vehicles must be driven on and off the railcars at the train terminals, and access to vehicles is often required by multiple individuals involved in the transportation process. Unfortunately, this makes it impossible for us to guarantee the security of personal belongings left inside vehicles.
  
  We also note that we were not informed at any point prior to shipment or during drop-off that personal items were left in your vehicle. Without this disclosure, we were unable to document the items or take additional precautions. Regrettably, we have no way to confirm the reported theft or determine where the items may have gone missing.
  
  While we deeply regret your loss and frustration, we must reiterate that our policy regarding personal items in vehicles is clear and designed to protect both our customers and our operations. We encourage all customers to remove personal items from their vehicles before shipping to avoid such unfortunate situations.
  
  Sincerely,
  
  MVS Canada
  
  

• Initial Complaint

  Date:12/04/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction Date: 2022-12-13 Paid: $1975 (Shipment $1725- Insurance $50- Door Delivery $200) MVS to ship my Pilot 2016 from Caledon (ON) to Edmonton (AB) Mechanical Damage: Transfer case & Bearings Invoice ID: INV_H12C62 I dropped off my car at MVS Caledon terminal in a very healthy condition, it was in their terminal for about 2-3 weeks until it was shipped and delivered by a third party company called Able Auto Transport to my friend's house at XXXXX XX Ave Edmonton on Jan 5, 2023. I reached Edmonton on the 6th via air and later that night picked up the car exactly where it was delivered, after a quick visual inspection there was nothing out of the ordinary and it looked fine. Starting to drive when I reached the speed of 25-30 km/h I noticed that a growling noise was coming from the front of the car and as I was gaining speed it was getting louder and louder, at the speed of 80 it was just like i was sitting in an airplane! Concerned for safety I took the car to the Go ***** dealership located (asper Invoice) Edmonton, first thing in the next morning on January 7 at 8 am to see what had happened to it as I've never had this issue before it being shipped. ***** experts found Transfer case assembly was at fault and possibly bearings were damaged as well, according to the service manager this issue happens to all wheel drive (AWD) cars if they are towed on their two wheels only. Since Able Auto had delivered the car by driving there is no doubt that they've noticed this big growling noise while going from Edmonton terminal to my friend's house. This has caused me to spend thousands of dollars to fix the damages that have occurred to the car because of negligence from the shippers regardless of all the headaches, stresses and waste of time I experienced just immediately after my arrival in Edmonton with two small kids! Everything I've explained here is sincere truth and as per good faith as I believe I'm being a victim here. Let me know if you need any other info.

  

  Business Response

  Date: 12/04/2023

  Hi *********,
  

  As this shipment occurred 4 months ago, We have replied to you already in regards to this claim, and have also responded to your lawyer's letter. I will again state our position here, but this will not be news to you. 
   
  As an industry standard, MVS Canada and our carrier partners do not mechanically inspect vehicles prior to the shipping process. Inspections are only of the vehicle's exterior. Mechanical components and mechanical functions (such as transmission, brakes, or undercarriage assembly) are not insured during the shipping process. 
   
  Please refer to item 19 - L of the coverage exceptions in the terms and conditions:
   
  Mechanical functions, undercarriage, exhaust assembly, mufflers, battery function, alignment, frame, suspension or tuning of engine, damage to the wheels, tires and rims (including loss thereof).
  
  
  Because we have no way to verify the mechanical condition of the vehicle prior to the shipment, there is no possibility of filing a damage claim.

  Just to confirm and refute part of your claim, your vehicle was never towed on one axel. It was transported from Ontario to Edmonton on the back of a Car transport truck, and then it was driven to 18608 71 Ave. 

  We understand the inconvenience this may cause but we hope you understand why this policy is included in the shipping terms and conditions. 
   
  Sincerely,
  *****
  MVS Canada

  Customer Answer

  Date: 12/04/2023

   I am rejecting this response because:

  The reality is that I parked my healthy car at MVS's Caledon terminal but received a mechanically damaged car and spent lots of money, time, energy, temper and effort. I'm a very hard working individual with two small kids and every dollar matters in my life.

  It is so damaging both financially and mentally that can't just let it go unless as investigation takes place. I don't know who did what along the process of shipping the car but it has been driven in Edmonton to be delivered to the destination and there is NO WAY that the driver hasn't noticed the loud growling noise! unless whoever did it, kept it quiet to leave the bill for the poor customer. 

  As another argument, I took my car for an oil change and multi point inspection (Active Green+Ross) just one week before I dropped off my car at MVS terminal and they didn't find any major problems other than some general or age related maintenance, this is my normal practice to take care of any problems on my car ASAP.

  I understand what MVS says as there is no way for them to mechanically check the car but since they are the professionals, they should either ask the customers to take the car to get a certificate before they bring their car for shipping or tell them that the insurance is not going to cover all types of damages can occur to the cars, I'm not shipping my car every week so I'm not familiar with what will be waiting for me working with these type of businesses.

  Since I'm 100% confident about the healthiness of my car, I can not accept to receive a severely damaged car and just let it go because a big shipping company doesn't have a proper tool in place to investigate from all the parties involved in shipping my car.

  My family is still financially and emotionally suffering about this irresponsible act and will use every possible tool to hold MVS Canada accountable for their act.

   

  
  
  

  
  

  

  Business Response

  Date: 17/04/2023

  *********,

  We do inform our customers of what is and what is not covered under the carrier insurance. As mentioned, Section 19 of the terms and conditions document that you agreed to outlines all of the insurance coverage exceptions. By booking your order through our online portal, you confirmed that you read and understood the terms of this agreement. 

  This type of provision is common in the industry and helps protect carriers and ourselves from fraudulent claims and is the reason why we have it in the aforementioned terms and conditions. What we should or should not include as far as a pre-shipping mechanical inspection is not pertinent to this complaint - we have our policies and you agreed to them. 

  Although we do not have the obligation to investigate alleged damages that are not covered by this agreement, we do our best to look into matters for customers to find the cause of the problems and to give a better picture of  the potential cause of issues. In this matter, our investigation found that nothing was reported by the carrier, truck driver or driving service in regards to any damages, mechanical or otherwise. Because of this, we are closing the file on this matter.

  We wish you the best.

  Customer Answer

  Date: 17/04/2023

   I am rejecting this response because:
  
  To put it in simple words, MVS Canada JUST refers to their contract saying that anything mechanically happened to my car is not their responsibility!

  It is good to protect them from fraudulent and I appreciate it BUT here I am a vulnerable customer who shipped my healthy car using a presumably trusted professional company and received it with about $4000.00 in mechanical damages with all the documents from the dealership!!!

  Would you just walk away if a company makes this much of damages to you just because they have prepared a contract to get away with any damages they occur during shipping process?!

  Does this seem fair and ethical?

• Initial Complaint

  Date:14/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  What was initially a good experience with MVS has now turned into a disaster with obvious deceit here. My car was dropped off and shipped through MVS on Nov 23, 2022 from Delta, BC to Scarborough, ON (Order/Tracking#H11R05), paid $1875 CAD in full including insurance. However, upon receipt of it on Dec 13, 2022, we noticed damage on the bumper. Specifically, there is a distinct burned spot that likely resulted from the loading/unloading of the vehicle. We promptly called the MVS Operations Manager ***** who supported us through the process. ***** assured us a claim had been submitted and we were free to drive away. Fast forward to Jan 26, 2023 and after many follow-ups, we were informed that the claim submitted is 'non-reviewable' as we signed a release form on the day we picked up the vehicle. Fact of the matter is, ****** (the attendant at the receiving location) WOULD NOT release our keys to let us inspect the car and leave unless this paperwork had been signed. She explicitly stated if there were any claims we must contact the shipping company directly which again was exactly what we did when we spoke with ***** on the phone as soon as we noticed the damage on the bumper. It is extremely disappointing that MVS has not provided us a resolution and stopped responding to our follow-up emails since Jan 26, 2023. We followed our due diligence throughout the process and had assurance from the Operations Manager ***** that all was in order. To receive a reply back that it’s OUR fault the claim cannot be processed is very poor business practice! We’re simply dumb-founded by what’s transpired here.

  

  Business Response

  Date: 22/02/2023

  As mentioned in our last correspondence with this customer, any damage that is not reported upon pick up cannot be claimed after the vehicle has been signed for. The damage was not reported from the yard, it was reported after the customer had left and cleaned the vehicle later that day. This is also listed in the terms and conditions. If the damage is not found in the yard at pickup, there is no way for us to confirm it occurred during transit as it could have occurred at any point while in the possession of the customer. This is clearly stated on the pickup release form that is signed by the customer at the time of pickup and attached here. 

  The damage itself is also not something that can be claimed, as it would fall under the category of Damage exception 19.b (T&C doc attached) of it being categorized as a chip. 
  

  Examples of legitimate Damage that is deemed to be the result of driver or operator negligence, or essentially any damage that could have been avoided, would be deemed legitimate. Some examples would be a driver backing into your vehicle while in the yard causing fender damage, a ramp being mistakenly lowered onto the roof of your vehicle, or a strap that wasn’t sufficiently tightened and allowed the vehicle to move while in transit, causing damage.
  

  Unfortunately this "damage" is not eligible to be claimed, nor was the proper policy followed, thus we are not able to proceed with a claim.

  Customer Answer

  Date: 23/02/2023

  I am rejecting this response because:
  
  As stated, the damage was discovered and reported at the pick up yard despite what MVS is claiming. The photo taken is from the yard. Please validate with the MVS employee (***** *********) who we dealt with confirming we called him while physically at the yard to report the damage. Not sure if MVS has customer calls recorded but that should be pursued too as evidence that we spoke with him. We are happy to supply our phone log to prove we spoke with ***** while at the yard. 
  
  Again, the attached email thread previously clearly states the timeline of the events. 2 additional photos are attached here to prove photos were taken at the yard and the damage was already present.
  
  Additionally, the damage was inspected independently and the mechanic advised it is a deep burn mark and not a chip as MVS is claiming. We can share the auto body shop that we spoke with. 
  
  We found other damages under the car right underneath where the burn mark is, which should also be noted. However, as we do not have before photos to prove that the damage was caused by MVS, we're not actively seeking a claim against that. At this point, we are asking to be compensated for the damage caused to the bumper.
  

  

  Business Response

  Date: 02/03/2023

  At the risk of repeating our previous statement, the type of damage that is attempting to be claimed here is not something that is insurable under the terms and conditions agreed to prior to shipping. This is not a burn mark, it appears to be a chip in the bumper that falls under the 'Dings, chips and Scratches' damage exception section. Further to this, the damage was not caused by any operator error on the part of MVS, JSimons or CP Rail and therefore is not eligible. I have already shared the document and outlined these sections in previous communications.

  Unfortunately there are risks that come with shipping vehicles and one of these risks is minor damage can occur. The terms are fairly clear on this, damage that is incurred which is beyond the reasonable control of the operator/driver/carrier cannot be claimed. All Damage can and should be reported, however not all damage is eligible for claim under the terms and conditions of shipping. 

• Initial Complaint

  Date:06/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a quote from MVS to ship my car from Ottawa, Ontario to Moose Jaw, Saskatchewan on 13th October 2022. As per the quote my slot was booked for 28th October 2022 & I handed over the car to the shipping departure location at Carp, Ottawa with a total of 7551 kms used. It took approximately a month to depart the car, Poor response from the team, giving false updates. In between I got warning messages about high gear box temperature, oil change etc. on my mobile app. I raised this issue with MVS and finally I received the vehicle after 33 days with 8102kms. An additional of 550kms used with a rash driving. Even the car with oil change warning, they misused the car. I have sufficient proof to share. Moreover they haven't delivered the car as per the quote, I need to drive 85Kilometers to collect it.

  

  Business Response

  Date: 07/12/2022

  This complaint has been withdrawn by the customer. 

   

  The claim that more KM's were added to his vehicle while it was being shipped was false, as the customer confused the trip 'A' KM reading with the odometer reading. 

   

  Nothing else to follow up with this one, it can be closed.

• Initial Complaint

  Date:08/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received a charge of $104.12 from MVS ONTARIO for something that I did required or purchased.

  

  Business Response

  Date: 09/08/2022

  Hi,

  This charge is not from us. It is from an online pet food retailer that you use to purchase pet food online (My Vet Store Canada.)

  Please follow up with them with the charge and kindly withdraw this complaint.

• Initial Complaint

  Date:05/07/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked and paid for a vehicle move in full. I was guaranteed through email that the vehicle would be picked up on June 29th. The vehicle was not picked up. I left numerous messages asking for info, no one returned my call. I was refused a manager when I asked to speak with someone. And the business told me too bad, they don’t know exact move dates and at some point my vehicle will be picked up. I drove 300km to drop the vehicle off at the request location…. It has been there unattended for a week now. The business was very rude and argumentative when I asked for a refund of 3399.00$ for the move cost: I have not received my refund.

  

  Business Response

  Date: 06/07/2022

  Thank you for your email and sorry to hear you were not happy with our services when attempting to arrange a shipment of your vehicle. We appreciate your business and always strive to ensure each customer has a positive experience during the car shipping process. We were able to chat yesterday prior to you submitting this complaint, so some of this information may be repeated, apologies.
  
  Regarding the pick up date of June 29th - Unfortunately, providing a date of arrival is always an estimate, especially in remote areas where there are not regular shipments booked. This is why MVS or any of our carrier partners can never guarantee an absolute date of arrival. We advise of average transit times, but there are many factors that can affect a pick up. (Weather, Act of God etc) As we talked about on the phone, the 29th was the date given to us by our contracted carrier for that area. We advised you that this would be the approximate date of pickup, however this date was changed by the carrier prior to the 29th and you were then advised the shipment would take place the following week. We did not have an exact date of shipping to provide you as mentioned, our partner carrier in that area does not have a set schedule.
  
  Lastly, when we spoke yesterday, you asked for a refund, which was processed in the full amount ($3399.00) approx 2 hours after your request. I am unsure of the timing of when this complaint was submitted vs when the refund was issued, however our records show it has been returned in full. If you have not yet received this refund please advise immediately.
  
  We apologize if the updates provided were not frequent enough. From our team, There is always a sense of urgency when it comes to delayed loads, and we apologize if this was not conveyed to you in a timely manner and this will be re-addressed with our team here. We are always looking for ways to improve and so I want to thank you for sharing your feedback.
  
  Best regards,
  ***** *********