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:17/01/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 used this company to move a 2 bdrm apartment from Vancouver to Montreal. Sales agent promised it would take 2 weeks from Dec 8th to 23rd for $800 however delivery never occurred. They just transported my stuff to their warehouse in Toronto and they wouldn’t deliver my stuff ******* **** *** ** *** ** ****** ** *** ******** ******* ** ********** *** **** ** ***** **** ******* ** ******** ***** * ****** I ended up renting a ***** for extra money to go get my stuff home when the total price i paid should have included (no hassle, room to room move) as per their website advertising. i am seeking a compensation for this ******** *********** They said the quote would be $800 for up to 2000lbs. I’ve weighed my stuff on an empty gas tank and total was just around 1700lbs but their invoice says it was over 3000lbs without any proof. **** *** ********* **** **** *** ****** *** ****** *** ***** *** ***** *** ** *** ****** **** **** ******** *** ********* I paid $1800 total plus $800 ***** round trip montreal to Toronto. I need the ***** portion to be reimbursed FOR SURE plus a compensation for breach of contract as delivery never occurred. I have videos of their ************ warehouse and recorded phone call with their horrible agents. **** ******* ** ***** ** ** ************* ********* ***** **** ******** * ****** ***** ** ***** ********* ***** **** ***** * ***** *** *** **** ** *** **** ****

  Business Response

  Date: 23/01/2024

  We deeply apologize for the inconvenience and frustration you experienced during your move. As a consolidated moving company, we understand the importance of providing a seamless and reliable service, and we regret that we fell short of your expectations.
  
  It's important for us to address the concerns you've raised. Firstly, we want to emphasize that the basis of our pricing is the need to consolidate a certain amount of shipments to have a trip departure. This is a standard practice in the industry. We do our best to communicate this clearly to our customers to avoid any misunderstandings about the pricing and the logistics of the move.
  
  Regarding the issue of the weight of your belongings, we understand the importance of accuracy in this aspect of the moving process. To ensure transparency, we weigh each customer's belongings at a government-approved scale station and provide the scale tickets as proof.
  
  ** **** **** ** ******* **** ******** ***** *** ********* ************ *** ****** *** *************** ** *** ********** *** ** *** ****** ********** ** *** *** **** *** *** ** *** ********* **** ** **** *** ******* ******* ********** *** ** ********* ** ** ****** *** *********** ** **** ****** **** **** ***** *** ****** ** * ****** **** **** *** ***** *** ******* ** *** ********* ** *** *******
  
  We genuinely value your feedback and will use it to improve our services. We understand that this experience has been disappointing for you, and we are truly sorry for the inconvenience and frustration it has caused. We appreciate the opportunity to address your concerns, and we hope to have the chance to regain your trust in the future. If you have any further questions or would like to discuss this matter, please feel free to reach out to us directly.
  
  

  Customer Answer

  Date: 23/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I am asking for a compensation as i had to rent a ***** truck to move the items on my own from Toronto to Montreal. when it is supposed to be company responsibility.

  ** ****** *** **** **** ******* *** **** **** ** **** ********* *** cover the cost or part of the $800 i pid for ***** which i didnt need.

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

  Business Response

  Date: 02/02/2024

  Hello,

  I understand your frustration, and I apologize for the inconvenience you experienced. However, the pricing for the move from Vancouver to Toronto and from Vancouver to Montreal was the same, at $0.60 per pound. We were prepared to move your belongings from Toronto to Montreal at no additional cost. When you chose to pick up the shipment yourself, it was communicated that there would be no refund in such a case, and you agreed to this condition. Therefore, we are unable to provide a refund for the ****** rental expenses you incurred. We regret any misunderstanding and the inconvenience caused. If you have any further concerns or require additional clarification, please feel free to reach out. We value your business and are committed to addressing any issues to the best of our ability.

  Best Regards 

  Customer Answer

  Date: 07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  - i need to see the proof that you weighed my belongings and that it reached 3060 pounds.

  - you failed to fulfill the terms of the contracts by not delivering my belongings to Montreal as i was told on the phone when i got the quote.

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

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

  * **** *** * ******* we can settle for $400. ********* * ** ***** ** ****** *** * *** *****

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

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

• Initial Complaint

  Date:16/08/2023

  Type:Delivery 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.

  We want to be reimbursed accordingly for our items damaged in transit ($1938.05) and the items that were ****** from us (retail value 1385.60). We should also not be charged for storage considering the method of storage advertised versus the actual method of storage (1,233.47). The Company offered $400 as total compensation which we believe is not a fair settlement considering the method of storage was negligent and made our belongings vulnerable to theft. The website advertises wooden storage pods but the warehouse had individual piles of people's belongings with a piece of duct tape encircling them. *** ******* **** **** ** ******* ** ******* ***** ********* **** *** ****** ** ******* **** ********

  Business Response

  Date: 24/08/2023

  Dear ********,
  
  We sincerely apologize for the inconvenience caused by the damage to your items and the missing belongings. We understand that this has been a frustrating experience for you, and we want to assure you that we have made our best effort to locate the missing items in our warehouse.
  
  Regarding the method of storage, we want to clarify that while our storage facility may not have met your expectations, we do carefully separate each customer's belongings and use unique sticker tags for identification. However, we acknowledge that the method of storage used in this case was not up to our usual standards, and we apologize for any vulnerability it may have caused.
  
  As a consolidated moving company, our claim procedure is based on weight, and unfortunately, you were not eligible for a full payout based on our policy. However, we still want to make amends for the inconvenience you have experienced. Therefore, we are offering you a compensation of $400 for the lost items.
  
  We understand that this may not fully cover the value of the items, but we hope it can provide some relief. We value your feedback and will take it into consideration to improve our services in the future.
  
  Once again, we apologize for any frustration or inconvenience caused. If you have any further concerns or questions, please do not hesitate to reach out to us.
  
  Best Regards. 

  Customer Answer

  Date: 25/08/2023

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

  As a business you should treat people's belongings with a higher standard of care. You state that you carefully separate each customer's belongings. By carefully, you mean when you place their belongings in piles and carefully separate them with a loose encircling of duct tape. This is sloppy and inconsiderate disregard for other peoples property and you should not have the privilege of transporting belongings if you treat them in this manner. 

  You say that this method of storage is not up to your usual standards yet the entire warehouse was in this state. There was no safer storage alternative in sight. You had around 30 families belongings in random piles all over the warehouse. There was no security, no one manning a desk. We walked right in. You are responsible for losing peoples belongings due to disregard for how you treat them. You would not get any future moving requests if you had an accurate representation of how you "store" people's belongings on your website.

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

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

• Initial Complaint

  Date:31/10/2022

  Type:Service or Repair 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 have tried to contact enterprise 3 times now regarding damages during my move but have received no response. The bin they broke was clearly marked fragile and was not handled with care at all. I was trying to rectify this with the company directly but no one is returning my emails

  Business Response

  Date: 10/11/2022

  Hello Alisha,
  
  We are sorry to hear about your experience with us. The claims department confirmed that they never received an inquiry from you.
  Could you please reach out to the claims department at ******@****************.ca regarding your damaged items?
  
  Thank you

• Initial Complaint

  Date:29/08/2022

  Type:Service or Repair 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 moving from Ottawa to Edmonton - Enterprise picked up my belongings from a storage in Ottawa, and kept it for a month in their storage. That was in March. I contacted them towards the end of that month to give the address of new storage in St. Albert, and was told they had no idea when my belongings would be there. I was trying to get in contact to find out when I would get my stuff, it was extremely hard to get anyone on the phone. Voice mail was unavailable. I had to wait for two months to get my belongings delivered. Once delivered, and when I moved into a new place and got everything unpacked, I noticed a box was missing - among other things, $750 ***** ******* and over $200 worth of high end makeup. I filed a complaint and got some blurb as a response that I was not eligible for any kind of compensation. I clearly stated I did not care for some other stuff which was packed in the box, just the ******* and the make up. I didn't move myself and I didn't lose that box. Enterprise did.

  Business Response

  Date: 29/08/2022

  To whom it may concern,
  Customer booked a move from our company on April 5, 2022 for a pickup on 13/April/2022. We did the pickup as scheduled. At the time of booking, customer said storage would be needed for extra 1 month after 4 weeks free storage period ended. We stored the items as customer requested. We delivered the shipment on 10/June/2022 in a timely manner. For the claim, our claims department took care of the claim. But according to our policy, customer is not eligible for a payout. We informed customer for this. As a company we did our part and it seems unfair to be entitled to this complaint. We ask that you please go over all the information carefully and take the necessary steps.
  Best regards,

• Initial Complaint

  Date:15/08/2022

  Type:Service or Repair 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.

  May 29th 2022. Hired Moving and Storage Enterprise to pick up my adult daughters belongings in Halifax to deliver to Barrie, ON. Although the company was very late in getting her items to us, they finally did arrive however there are many items missing. I have tried to reach out to them but they no longer respond.

  Business Response

  Date: 23/08/2022

  Hello *******,
  
  Could you please reach out to our claims department at ******@****************.ca regarding your missing items?
  We do apologize for the delay and inconvenience.
  
  Best Regards.

• Initial Complaint

  Date:09/08/2022

  Type:Delivery 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.

  We used the service of Enterpise movers to move our stuff from Toronto to Saskatoon. We booked them well in advance and had them confirm to us that if our stuff is picked up from Toronto on June 30th it will arrive in saskatoon on the 9th of July. We were given the time for picke up of 11 am. We booked the elevators in our building and made all necessary arrangents and booked our hotels for the trip as we were going to drive from Toronto. Nobody was picking up the phone in their office on the day of the pick up. The lady at the reception said they will arrive at 2 pm, nobody came,finally after multiple frustrated attempts to call them our things were picked up at 10 pm at night of 30th june. We were very frustrated and tired at this point and our little girl was very sleepy. In a frustrated state we began our long journey. When we reached saskatoon on 5th July, we received a call. From the same receptionist at enterprise movers. This call was not to update us about the whereabouts of our things, but she had called to ask us to pay their fees. We had already paid $200, 15 days prior to our move to book the date and confirm. When I asked her if our things have left Toronto, she casually said no and it won't leave till the 8th and there is no chance it will reach us on the 9th as previously claimed. We felt deceived and upset. I had all my ********* books and some very important stuff in our package. I was due to start my classes on the 11th of July. After some argument with that lady , we called the guy who we had dealt with during booking the move. A guy by the name ****** After multiple attempts to reach him(22 calls later) I decided to write a strong worded email Now to this day they don't take our calls, dont respond to our emails and our stuff has not reached us. My books and ****** ********* is in that package. It is not something that can be replaced easily. I don't know who to call to look for my things. Kindly help me and my family secure our things.

  Business Response

  Date: 22/08/2022

  Hello *****,
  
  I am very, truly sorry about the delay. We are trying our best to deliver them asap.
  I do apologize for the inconvenience.
  
  Best Regards.

• Initial Complaint

  Date:09/08/2022

  Type:Delivery 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.

  Hi, I am writing this complaint after trying thousands of attempts to try to connect to the company after 3 successful attempts when someone did pick up my call they just brag about how short staff they are and how they are incompetent to handle that much work. So I booked my house move from Caledon, Ontario to Edmonton, Alberta on June 8, 2022 and on same day I booked the pickup date on June 27, 2022 after initial payment of 200$. On that same day I was promised that my stuff being delivered within 7-12 days after they picked up and I can store my stuff up to 30 days for the same price and after that they charge me more. So they picked up the all the stuff on the morning of June 27, 2022 and since then I haven't heard from the company. Once they pick up call on June 13, 2022 and lady told me that I get my delivery on the weekend of June 23, 2022 and agin after that no information whatsoever. I emailed them on June 23, 2022 and again no reply. I again tried to contact ***** but he just hang up one me and told me that why I can't wait and also told me that there are other shipments important than me. Now today is August 5, 2022 and I have no idea when I am getting my home stuff. It's been more than month I am surviving just on basic stuff. Please help me out, thanks.

  Business Response

  Date: 24/08/2022

  To whom it mat concern,
  We are truly sorry for the inconvenience this may have caused.
  We delivered shipment on 6/August.
  We do apologize for the delay.
  Best regards,

• Initial Complaint

  Date:11/07/2022

  Type:Delivery Issues
  Status:

  ResolvedMore 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 have been getting the run around from this company for the last 3 weeks. We moved from Brossard, Quebec to Calgary Alberta and hired this company to transport our furniture. When I first spoke with *****, he assured us that our furniture would be delivered to Calgary for July 1st, 2022. We entrusted our furniture to this company in good faith and our belongings were picked up on June 22, 2022 from our previous address in Quebec. We have been without our furniture up until our move and now find ourselves living in Calgary without our belongings. This situation is completely unacceptable. We paid this company for a service, signed a valid, binding contract and they are acting in bad faith. When I contacted them this week, I was promised that our belongings would be delivered this weekend (July 8-10). I then received an email from ******** stating that our furniture delivery was once again delayed and that the delivery date had now changed to July 24-28, 2002. We have no furniture in our new condo in Calgary and are sleeping in the floor. This situation is completely unacceptable and untenable.

  Business Response

  Date: 08/08/2022

  Hello *****,
  
  We do apologize for the delay and inconvenience we caused.
  We delivered your belongings on 27th July 2022.
  We are very sorry for that unexpected delay again.
  Thank you for your understanding.
  
  Thank you.

  Customer Answer

  Date: 09/08/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  Date:29/06/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 a moving truck with Enterprise Moving & Storage for June 6th to deliver my belongings from Ontario to Alberta. I advised them prior that I would be driving out Jun22 & be in Alberta Jun26. I spoke to via Grace phone whoadvised that would be fine as my property would be relocated to Their location in Mississauga, unloaded and placed in a shipping container to prepare for shipment. She told me it would be delivered in Alberta between June 26-28 and assured me it would not arrive early or would I have to wait a week or two. I received a call on the exact day that I left Ontario stating they wanted to deliver to my property. They knew I was leaving this day for Albertaand no one was there to accept the delivery and I had the money order for them. The delivery man was super nice and told me it would be held in Calgary & delivered by another driver. Jun26 -28 came and went- no property was delivered. When I called they said they had no control- today I was told it would be another week and they refused to provide the address and phone number to where my property was being held in Calgary as I wanted to make other arrangements with another moving company to pick it up. They stated the manager was busy, and promised me two days in a row that I would receive a call, yet not one person has called me. When I spoke with them via phone and email I was told on the phone it is against their company policy to tell me where my property is as it is a warehouse. I was told by Jennifer that there was nothing further they could do and I would have to wait the week, and they would not confirm a solid delivery date. I had to purchase another bed for my daughter and I to sleep on, a new tv and other things as all of our belongings are in Calgary "somewhere" with no shipment date. The company does not care and flat out said there was nothing they could to help me. I trusted this company and their word. This has disrupted our life and we need our belongings.

• Initial Complaint

  Date:07/06/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Enterprise Moving picked up my household belongings in London, ON on Apr 29, 2022 and provided in an email that they would be shipped on May 25, 2022 to be delivered to Charlottetown PEI on Jun 1, 2022. Due to me getting possession of my apartment early, May 27, I requested an earlier delivery date and was told verbally May 28 or 29 was ok, and the driver would call us the day before. Based upon that we drove to Charlottetown for May 27. No call and no furniture. On May 30, I received an email stating my belongings did not ship until May 27 and would take 4-6 business days. On Jun 1 Enterprise verbally confirmed my belongings would be delivered Jun 5 and the driver would call Jun 4. No call and no furniture. It is now pass the 6th business day, and I just want my furniture delivered. I am to the point of not trusting anything they say. The cost of the move was $2357.50, which is not being disputed. The invoice # is EM932

  Customer Answer

  Date: 10/07/2022

  Although the furniture did arrive the evening of June 10 with only one small item broken, the overall experience was frustrating and frightening due to the lack of communication and the misleading information/lies re the delivery date and the reasons for the delays. We got to the point of not trusting anything they said, until they finally gave us the drivers name and number. We will never move with this company again.