Complaints

• Initial Complaint

  25/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased insurance from them SEPERATLEY for $40,000 replacement costs. They refuse to reimburse me for the chandelier and only willing to pay $1200 for the mattress which is a KING SIZE. You can NOT buy a king size mattress set for $1200

  Business response

  27/09/2023

  Unfortunately the customer had hired another company to do their packing prior to us being hired to do their relocation move.  We have explained to the customer that they must contact the other ********************** company with regards to the chandelier, for we did not pack this item.  Our terms and conditions strictly state that " Carrier will not be responsible for any loss or damage to cartons not packed by the carrier.

  With regards to the mattress set, the customer themselves indicated on the claim form that the Original cost of the mattress set was $1,100.00 and for the amount claimed they stated $1,200.00.  This constitutes as their full and complete form.  The claims adjustor has stated that we are providing them with an advance to replace the item.  Once the item is replaced, please submit the paid replacement receipt for compensation up to the amount claimed plus any taxes or shipping costs that *** have been incurred.  We do request that replacement receipts be submitted to our office within 60 days of receiving the settlement.

  We have tried to work with the customer requesting additional information such as; make, model, etc. to investigate further what her set would go for today, but unfortunately the customer is unable to provide us any additional information therefore there is nothing further that we can do but to honour what our customer inputted on her claim form. 

  Customer response

  04/10/2023

   
  Complaint: 20654240
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer response

  04/10/2023

  I paid for insurance - End of story.   The insurance I paid for covers REPLACEMENT COSTS for damaged items.   THEY DESTROYED my mattress set and it needs to be replaced.   there are no excuses for what they are doing.   Their movers ruined the mattress and $1000.00 is not going to replace the damaged set.   I do not understand how the insurance they sold me says otherwise.

  Customer response

  04/10/2023

   
  Complaint: 20654240
  
  I am rejecting this response because:

   

  I paid for insurance - End of story.   The insurance I paid for covers REPLACEMENT COSTS for damaged items.   THEY DESTROYED my mattress set and it needs to be replaced.   there are no excuses for what they are doing.   Their movers ruined the mattress and $1000.00 is not going to replace the damaged set.   I do not understand how the insurance they sold me says otherwise.

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

  Business response

  04/10/2023

  We are paying our customer out in the amount they put down on their claim form.

  We have told the customer if they are not able to provide additional information, such as; make and model for the claims department to research its like, kind and quality in todays market there is nothing further we can offer. 

  Customer response

  05/10/2023

  This is a case of not paying out what the insurance was purchased for.    I provided everything they asked me for!   They have seen the damaged photos   They have the photo of the make of the mattress.    The error was not knowing the cost to replace.   Just because I did not know what it was going to cost doesn't mean that my insurance should be revoked.    I bought and paid for replacement cost.   Just replace the mattress set in todays dollars.   

  Customer response

  06/10/2023

   
  Complaint: 20654240
  
  I am rejecting this response because: This is a case of not paying out what the insurance was purchased for.    I provided everything they asked me for!   They have seen the damaged photos   They have the photo of the make of the mattress.    The error was not knowing the cost to replace.   Just because I did not know what it was going to cost doesn't mean that my insurance should be revoked.    I bought and paid for replacement cost.   Just replace the mattress set in todays dollars.   
  
  Sincerely,
  
  *********************************

  Customer response

  06/10/2023

  
   
  Complaint: 20654240
  
  I am rejecting this response because: This is a case of not paying out what the insurance was purchased for.    I provided everything they asked me for!   They have seen the damaged photos   They have the photo of the make of the mattress.    The error was not knowing the cost to replace.   Just because I did not know what it was going to cost doesn't mean that my insurance should be revoked.    I bought and paid for replacement cost.   Just replace the mattress set in todays dollars.   
  
  Sincerely,
  
  *********************************

  Business response

  11/10/2023

  Our company has paid out what the customer indicated on her claim. 

  customer indicated; 

  The king ******** set, original cost - $1,100.00

  Amount Claimed - $1,200.00

  as mentioned - we are unable to go over the amount that our customers put down on their claim form and if the customer is unable to show proof of make and model - the tag that is on ********, we cannot do anything further for we have fulfilled our duties. 

• Initial Complaint

  31/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  May 03, 2022 I was moving from Milton, Ontario to Tantallon, Nova Scotia and had selected Campbell Bros as they promised white glove service for the amount of $24,916.51, they also stated that they will hold my belongings in the trailer till delivery is determined for which I paid $4800. On delivery we found 14 of our belongings damaged beyond repair and were advised that the mover had offloaded my belongings in their warehouse where I presume the damages occurred. When I reached out to them regarding damages, they did not send any surveyor to determine the extend of damages. Within multiple communications between us I was able to gauge they are not willing to take any responsibilities and they stated they will not pay for damages for certain items. If I pay $24,916.51 I expect my belongings to be intact. We agreed on a price on damages and I stated that I was willing to pay minus the damages. They are determined that I have to pay the invoice in full and then they will provide handouts for me to purchase damaged items and submit a bill and they will process and pay me. I find this unacceptable. I have tabled the invoice below. Move amount 21666.53 Deducations Office table 1600 Computer table50 Standing fan 70 Decanter 35 Buffet Server 320 Buffet table 180 Dining table 600 Standing bar 250 Total deductions 3105 Total 18561.53 HST 2784.2295 Net amount 21345.7595 Please help me as I need this sorted out at the earliest. Moreover movers is threatening that they will send the bill for collection, which is totally unacceptable as I never stated that I will not pay them.

  Business response

  05/04/2023

  What is unacceptable in non payment of services rendered from June 2022.  Nine months later there is still an outstanding receivable in the amount of $24916.51.  Despite multiple attempts to have the bill paid in full, so that we can move forward with the claim settlement.  It is standard operating procedure within the insurance industry to provide an advancement for non repairable items to ensure items are replaced with like, kind and quality.  We take full liability for any items that we damage and the customer received a claim settlement outlining that we were providing either the amount claimed or the 50% advancement on the large furniture items once the bill was paid in full.  Once the customer has replaced the item we then would provide the additional 50% plus taxes and shipping cost.  The only items denied were packed by owner boxes, we only except full liability when we pack the boxes.  We have tried to work with customer and did deduct the initial claim settlement amount from the total amount owing and again once customer submits receipts we would pay out the additional amount which is how are policy and procedure operate.  You may not be aware of this, but not only can we not pay the driver that relocated your goods, they will also be charged back for the uncollected amount as well.  In addition, no claim can be settled for any damaged goods until the move has been paid in full this has been the process for many decades and for all of our Corporate, Government and COD relocations.  Again we have proposed to deduct the first claim settlement from his amount owing but we cannot take off the whole amount claimed without receipts and as explained to the shipper he has not paid for his bill therefore he has not paid for the additional coverage.  We are hopeful that the customer will see that we are trying to work with him to resolve this matter but we cannot change our policy and procedures.

  Business response

  05/04/2023

  What is unacceptable in non payment of services rendered from June 2022.  Nine months later there is still an outstanding receivable in the amount of $24916.51.  Despite multiple attempts to have the bill paid in full, so that we can move forward with the claim settlement.  It is standard operating procedure within the insurance industry to provide an advancement for non repairable items to ensure items are replaced with like, kind and quality.  We take full liability for any items that we damage and the customer received a claim settlement outlining that we were providing either the amount claimed or the 50% advancement on the large furniture items once the bill was paid in full.  Once the customer has replaced the item we then would provide the additional 50% plus taxes and shipping cost.  The only items denied were packed by owner boxes, we only except full liability when we pack the boxes.  We have tried to work with customer and did deduct the initial claim settlement amount from the total amount owing and again once customer submits receipts we would pay out the additional amount which is how are policy and procedure operate.  You may not be aware of this, but not only can we not pay the driver that relocated your goods, they will also be charged back for the uncollected amount as well.  In addition, no claim can be settled for any damaged goods until the move has been paid in full this has been the process for many decades and for all of our Corporate, Government and COD relocations.  Again we have proposed to deduct the first claim settlement from his amount owing but we cannot take off the whole amount claimed without receipts and as explained to the shipper he has not paid for his bill therefore he has not paid for the additional coverage.  We are hopeful that the customer will see that we are trying to work with him to resolve this matter but we cannot change our policy and procedures.

  Customer response

  11/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: service provider did not explain to me the claims process, I feel they did this intentionally and are claiming now this is the way they do business. I did not sign any document stating that this was explained to me. I paid a good amount of $23,196.51 to move from Milton, ON to Tantallon, NS moreover they lied to us on the move process. I was told by the movers in front of 6 witness (I can have them testify in court and I will if required have the movers who loaded out belongings in Milton, ON brought to court of law) that they will hold my belongings in a trailer and then deliver to my residence. I paid an extra $4800 for 2 months storage. At the time of delivery I was informed that they offloaded my belongings in a warehouse and reloaded in a different trailer. They have no business ethics and are a pack of scoundrels. 
  
  Sincerely,
  
  Stan Gomez

  Customer response

  11/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: service provider did not explain to me the claims process, I feel they did this intentionally and are claiming now this is the way they do business. I did not sign any document stating that this was explained to me. I paid a good amount of $23,196.51 to move from Milton, ON to Tantallon, NS moreover they lied to us on the move process. I was told by the movers in front of 6 witness (I can have them testify in court and I will if required have the movers who loaded out belongings in Milton, ON brought to court of law) that they will hold my belongings in a trailer and then deliver to my residence. I paid an extra $4800 for 2 months storage. At the time of delivery I was informed that they offloaded my belongings in a warehouse and reloaded in a different trailer. They have no business ethics and are a pack of scoundrels. 
  
  Sincerely,
  
  Stan Gomez

  Business response

  25/04/2023

  I have attached email correspondence showing at no time was it mentioned that his goods would stay on a trailer.  This would be a very rare request to be fulfilled for it would be tying up our equipment and not recommended due to weather conditions, furniture tends to get effected if we see temperatures warming up and then getting cooler, furniture can expand or inherit vise could happen.  The $4800 was for storage and redelivery to his residence.  On delivery, damages did occur, unfortunately with our business damages are not uncommon and we do our best to avoid at all costs, but accidents happen and if we caused the damage we take full liability and follow the claims process.  For the majority of his items we provided an allowance for our customer to purchase, once purchased they just need to send in the receipts and we will pay out the remaining amount and any taxes or shipping costs.  The items that were not covered were packed by owner boxes, we only except liability if we pack the boxes for we have no knowledge if owner packed, how much paper, etc. was used and how or what is packed inside.  We have followed all policies and procedures throughout the entire move.  Please let me know if you have any other questions or concerns. 

  Business response

  25/04/2023

  I have attached email correspondence showing at no time was it mentioned that his goods would stay on a trailer.  This would be a very rare request to be fulfilled for it would be tying up our equipment and not recommended due to weather conditions, furniture tends to get effected if we see temperatures warming up and then getting cooler, furniture can expand or inherit vise could happen.  The $4800 was for storage and redelivery to his residence.  On delivery, damages did occur, unfortunately with our business damages are not uncommon and we do our best to avoid at all costs, but accidents happen and if we caused the damage we take full liability and follow the claims process.  For the majority of his items we provided an allowance for our customer to purchase, once purchased they just need to send in the receipts and we will pay out the remaining amount and any taxes or shipping costs.  The items that were not covered were packed by owner boxes, we only except liability if we pack the boxes for we have no knowledge if owner packed, how much paper, etc. was used and how or what is packed inside.  We have followed all policies and procedures throughout the entire move.  Please let me know if you have any other questions or concerns. 

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