ComplaintsforTop Town Movers Inc

• Initial Complaint

  11/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  On August 14, 2021 Top Town Movers Inc.was hired by us to move our boxed contents and furniture from our house to a townhouse located at ** ******* Ave. in Woodbridge, ON. Notwithstanding 2 stereo speakers, their employees did not shrink wrap any furniture nor did they use carpet runners contrary to their website ads detailing that the utmost care is used with their moving techniques. Subsequently, most of the furniture pieces did incur damages during the move. Six hours was the time spent moving pre-packed boxes of contents plus furniture but no major appliances into their moving truck from the house. Note that 3 employees arrived on August 15, 2021 to assemble beds and move boxes to the 2nd. floor and the basement for about 1 1/2 hours, 2 hours at the most. The contract that was initially drawn up by **** cost us $ 1800 for 10 hours of total moving time. The breakdown is as follows: 10 hours @ $ 155 = $ 1550 stairs = 50 elliptical machine = 50 travel time = 150 TOTAL = $ 1800 Top Town Movers Inc. failed to provide us with sufficient compensation for the furniture that was damaged contrary to an emailed response on September 2 from **** explaining that we would receive an insurance claim settlement.

  Business response

  06/01/2022

  Business Response /* (1000, 10, 2021/12/16) */ We have explained that we can offer the basic insurance coverage of $0.60 per pound and customer has denied. In addition, we pad and shrink wrap all furniture's on all our moves but customer had explained to our sales representative, operation manager and movers that pad and shrink wrap has already been completed by her and husband to save time and asked us to not do anything extra. Also, all our calls are recorded for the purpose to show that customer agreed to the basic insurance coverage and paper was signed regarding this basic insurance coverage, and we provided a day of free service that the company paid out of pocket to the movers. Everything was explained thoroughly and customer declined to receive the basic insurance coverage they had signed off on. All damages customer stated were viewed and they were minor and but customer wanted to receive a full payment for every item and we explained to customer we can offer the basic insurance coverage. Furthermore, we document and record everything, had tried speaking to customer but she denies everything she had told us prior to her move. Customer does not want to come to an understanding and take responsibility for what she had told us prior to booking her move. Please let me know if you have any questions.

• Initial Complaint

  13/08/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  It took unskilled and unprepared movers 19 hours (vs. 6 hrs they estimated) over 2 days to pack and move a 1,000 sq. ft. 2-bedroom condo unit located 0,1 mile from the destination unit. Movers caused about $11,000 worth of broken, damaged or lost furnitures and belongings, and damaged our newly renovated unit. We addressed the problem with the company but they didn't answer any of our concerns, said damages were "not noticeable", that some of our furniture were broken before the move and that our inventory wasn't accurate. All of this being incorrect of course. They offered $500 only and didn't even pay that yet. We reported the company to the **************************** that confirmed Top Town Movers is not an accredited moving company, ***********************************************************************, to only offer $0,60/pound with no option for Full Replacement Value Liability Protection, and to send unskilled workers to spend a crazy amount of time and charge accordingly.

  Business response

  20/06/2022

  Business Response /* (1000, 7, 2021/09/13) */ Top Town Movers gave you a whole day of move for free. We have given you a discount of $1,626. Our company policy is 0.60 cents per pound, you also agreed to this basic insurance coverage. We have given you a day of free service which is documented. We can offer you $500 for the damages that have been caused. Top Town Movers understands you are disappointed with the move that took place, but we do take everything into consideration. Our customers satisfactory is our Top Priority. I understand that there were minor damages that were caused to your belongings and 2 wardrobe boxes were missing from your move, we do apologize for the trouble it had caused. But our company has followed all of our company policy that is emailed to you at the start before booking and on our website. The discount already applied is $1,626 + new amount offered $500 = $2,126. If you have any other questions please let us know. Also, the inventory that was provided by Mrs. ****** and Mr. *****, was incorrect and we have documentation that the inventory in your initial apartment was a lot more than the inventory that was submitted, even though, we did not ask for smaller items to be listed like spoons, forks, pots and pans. When it comes to loading the truck, bigger items are loaded first and then the smaller items, as if we were to upload the smaller items first and then the larger items, everything would have been damaged. You were charged 1 Hour Travelling Time which was set at the start, and the Labour Time started at your initial location and ended at your final destination, you were not charged extra, we take our company policy very serious, and I personally went over my bosses calculation. On July 22, when the movers came back to complete the move, it would have given you the chance to look over the initial location and see if anything was left behind and notify myself but I was never advised of any of this. As stated at the start during your booking and the email that was sent and the form that was signed before the move started. It had been stated that you are entitled to an insurance coverage of $0.60 per pound. I cannot present the amount you have sent me as there is no documentation of receipt for any of your items, and we went through the legal procedure where you signed a contract and agreed to $0.60 per pound. In addition, if the moving service door closes by itself, that is the buildings problem, the moves have no control over the service door closing. If the service elevator is booked for the time of the move, there should be no reason for the elevator door to close automatically

*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. ↩