ComplaintsforBoyd Moving & Storage Ltd.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Key reason for complaint: Late arrival and/or delivery, Damaged and/or missing goods Where were your goods to be picked up from? Ottawa, ON Where were your goods to be delivered to? Frankfurt am Main, Germany What was the planned loading/pick-up date for your goods? 2022-07-21 When were your goods actually picked up? 2022-07-21 When was your earliest planned delivery date? 2022-09-18 When was your actual delivery date? 2022-11-21 Was there any cargo protection mentioned in your correspondence prior to your move? Contract mentioned cardo protection insurance exclusion (I overlooked, but Boyd did not follow up) Details: The quality and outcome of the service were very unsatisfactory (surprisingly, given very good reviews that your company receives) and I would like to ask you to take appropriate actions to resolve this issue. The fact are the following. – huge delay: we booked a service in July (move of 40+ boxes) with expected delivery in September; the delivery in Frankfurt happened this Monday only; communication was infrequent and only when I repeatedly asked about updates; – missing boxes: three boxes are missing (we only discovered that on the delivery day, no potential or actual issue was communicated in advance, so that appropriate actions could be taken as early as possible), two of them with some priceless family souvenirs (surprisingly, only two boxes with such items were in the whole shipment and both did not reach the destination); – many boxes damaged or opened (only 2 examples attached); – inflexibility in scheduling delivery date and fairly dismissive communication from the delivering company: notably, we were also not told by Boyd that there would be that many subcontractors on the way. I expect that the missing boxes will be located and delivered, we will be informed who, when and why opened and damaged boxes and damages will be compensated. I communicated that to a salesperson, **** *****, and owner.

  

  Business response

  23/04/2023

  We have communicated several times with Mr ***** regarding his complaint.

  I have personally spoken with him numerous times during this process.

  Mr ***** biggest concern were 3 missing self packed cartons.   As this was an International overseas shipment we have made several traces and exhausted all avenues available to us in the attempt to locate his missing cartons.   Even though Mr ***** did not take Insurance coverage, we did offer a goodwill cash compensation settlement which he originally agreed upon and then shortly after declined. 

  We feel we have done everything we possibly can do given the circumstances regarding Mr ***** complaint and consider this matter closed.

   

  Regards,

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

• Initial Complaint

  25/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My grandmother passed away somewhat unexpectedly with none of her children living in Ottawa. We needed to move her items from Ottawa to Winnipeg, Calgary, and Whitehorse. The Winnipeg delivery being time sensitive. Move was booked June 16 with a delivery window of June 30 to July 13 (which was completely missed). The biggest issue is they have lost or stolen a box of memorabilia which was part of the Whitehorse delivery. Since this was reported August 1 there has been no details provided on where the box went missing or what has been done to locate it. All they say is "a trace has been put out but nothing has come up yet." They wanted us to submit a claim, which we did September 8 (despite not liking it seems focused on a cash settlement, we don't want a pay out, we want the box found and delivered). Since then, more of the same lip service about a trace, but when asked for details on what has been discovered - nothing. Because of the silence it is hard to believe they are even searching for the box, which was tagged with a number and labeled with the Whitehorse address and mobile number of that address. They should be able to at least say where it might have been lost. We also want them to contact their other deliveries to see if it was delivered to another client. The driver who took everything from Ottawa to Calgary (stopping in Winnipeg) had his three young children with him and was witnessed, unloading other clients' items on the street leaving them only supervised by the children, and children were seen moving boxes around. Through this negligence it is possible the box was stolen while unsupervised or a child walked it into someone else's home if the box isn't sitting in one of their storage units. Boyd seems to have washed their hands of the issue despite organizing the move and receiving the payment for the moves. They are putting the blame on ****** *** *****. We will also file a complaint with them in the hopes someone helps us get this box found.

  

  Business response

  03/10/2022

  Good afternoon,

  This is a registered long distance move with ****** *** ***** of which we are a member of, therefore it falls under the ****** *** ***** cargo protection.

  I have contacted ***** ******** of ****** *** ***** on your behalf, and she has assured me that they have initiated a national level search. 

  ****** *** ***** will be in contact directly with Mr ***** regarding said claim. 

   

  Regards,

  *** ********** 

  Customer response

  06/10/2022

  ********** ********
  
  I am rejecting this response because: The box was still held at your facilities in Ottawa for weeks (longer than it should have been). What proof can you provide that the box was loaded onto a truck from your facility, and that you have thoroughly searched your facilities for the box? Should we ask our friend to come help you search your facilities? 

   

  Unfortunately due to the unprofessionalism and disregard we have been shown so far we do not trust that you have done anything to locate this box and are simply passing the buck to avoid trying to help.

  
  Sincerely,
  
  **** *****

• Initial Complaint

  22/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the fall of 2022, we stored our classic car with Boyd’s Auto storage division – In hindsight a very regrettable decision. When my husband went to pick up the car in June 2023 the person in charge refused to release the car to my husband as he could not produce a valid drivers license…. My husband had three government issued ID’s plus 5 credit cards in his name as well as his cell phone which the person in charge could have verified by calling him. The three-government issued IDs consisted of a: Province of Ontario photo Health card, a government issued Auto Mechanics license and a government issued boating license plus credit cards in his name. The person in charge of the garage insisted my husband could not drive the car out of the garage without proving to him that he had a drivers license which he would need to personally verify! Apparently he is under the mistaken impression that he has some sort of law enforcement powers…… Ironically the person in charge of the storage garage recognized my husband from when he dropped off the car in the fall, which can only mean that this is not about the ID but more about either abuse of authority or an attempt to extort another month or two of rent My husband had no choice, but to submit to Boyd’s holding his car hostage as they guy in charge of the garage had the keys and the final say! Later that day my husband called Boyd’s and spoke with ********* in billing. After explaining his situation and the what had occurred, she promised that the owner of the company would call him. The owners call back never happened! My husband is seriously ill and this person has deprived my husband of a last ride in his cherished vehicle. My husband does not have any other government issued ID and is now too ill to have any further use of the vehicle. We will not be held hostage by another dishonest moving company that holds client’s goods hostage until they pay up by using unethical demands for ID as justification. As we cannot provide

  

  Business response

  23/06/2022

  *** *****
  
  Your Husband came to get a car with NO valid government photo identification. Valid forms of Government issued ID are a passport or a drivers license. It is reasonable to expect that someone picking up a car would have a drivers license with them. We can not accept credit cards, health card, mechanics card, gym memberships… as valid forms of ID.
  
  Absolutely everyone picking up a vehicle must present a government issued photo ID. Imagine if we released a car to the wrong person because we didn’t check! This process is in place to not only protect us but to protect our customers and their vehicles. There are many clever bad actors out there who prey on companies and individuals who are lax with security.
  
  You personally called our vehicle storage manager that same day (in June of this year). At that time he told you that you could come in with your husband, with ID that can be confirmed, and he would release the car with no further charges. That, apparently, wasn’t good enough.
  
  I once again make that same offer; If you come in before July 31, 2022 with appropriate identification we will release the vehicle with no additional charges. If you do not come in by July 31, 2022 storage charges will continue as they normally would.
  
  You were offered a very fair solution and chose to make horrific comments about us, our employees and our motifs in your complaint! We are very offended by these comments and expect a sincere apology.
  
  Please contact me directly to arrange pick up of your vehicle.  I can be reached a* ************ ** ***********
  
  Thank you.
  
  **** ** ********
  OwnerTell us why here...

  

  Business response

  27/06/2022

   

  I respect your right to feel the way you do. However, we have the right to enforce our security standards for the security of all of our customers and their property.

  We require a passport or drivers license as official ID. This is no different than what many other companies require. For example you can not pick up a package at Purolator with your health card...

  You are receiving something of significant value... If your husband was taking his car should he not have a drivers license? If we had released the car and you husband got in a serious accident I am sure you would be suing us because we released it without seeing our required official government ID.... The liability on our side is huge.

  You have been very offensive to my Employee and I definitely want you to identify as the owner and pick up the vehicle.

  Again, show up with valid ID (yours will do) to show that you are the owner and I will be more than happy to release the car.

  Please deal with me directly **** ********* ************* ***********

  This is reasonable and is being offered for the third time. Once again, there will be no additional cost to you unless it is here past July 31 then normal charges will resume.

  I certainly do not understand your reluctance to follow this simple process. This can easily be taken care of now.

  Please contact me at ************ and let's get this looked after.

  ****

   

   

   

   

  Customer response

  27/06/2022

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

   

  It is now apparent that *** ******** as the owner makes and changes the rules as he sees fit and that this mater is all about *** ******** now adjusting and changing the facts and requirements in order to institute his own revenge, for now perceived wrongs against his employee!
  This is not honest or acceptable
  Niether I nor my husband was ever rude to any Boyds employee.

  
  I personally experienced the garage managers blunt and rude behavior over the phone when he first insulted me for being a woman, and also for my asking questions over the phone and his response in treating me like a stupid “******” by always indicating he “usually deals with the man” in these matters!

  
  And the garage manager vividly remembers my husband storing the vehicle in the fall, when my husband a licensed mechanic for 45 years indicated the that the correct way to store a vehicle was to drain the carb from gas and jack up the vehicle unto blocks and this so called garage manager with no credentials proceeded to insult my husbands intelligence!

  
  This same garage manager talked down to my husband and told him he had no idea what he was talking about and that my husband had no idea how to store a vehicle & he personally new how to store vehicles as he was taught by his military buddies the correct way…. etc. etc.

  
  Yes this garage manager personally knew who my husband was when he came to pick up the vehicle & yet after my husband explained his position and his health, he proceeded to rudely tell my husband he had the control and he was not getting his car while he “the manager” had any say in the matter!

  
  This same employee would not accept my drivers license as ID to pick up the vehicle….

  
  And now *** ******** will now release the vehicle to me and I am not the owner of the vehicle

  
  Baffling!

  
  I am not prepared to show my private information shown on my drivers license to this company!

  
  And *** ******** is very wrong on his response.

  
  In fact my husband has picked up parcels from UPS with his health card. He has also flown on Air Canada and voted with his health card in the past year!
  It is perfectly clear this is not about ID

  
  This matter is about *** ********’s, power, control and now revenge!

  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  14/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back last summer I hired Boyd to move us from Ontario to Québec. The pickup was done on Augustin 31 and delivered on September 8. I have submitted 1 claim for damage floor by the movers and couple of other items. I had noticed a mark on the back of my leather couch. I wasn't going to make a claim as I thought it was just a mark. However, yesterday was the first time I had time to complete the setup of the room and clean the couch. It is then that i noticed that it was more than a mark, it was actually cut. So, yesterday i sent a picture claiming the damage. The company has responded that the mark had been reported however, not as a cut. Furthermore, the company now says that I am only allowed to make one claim. This is interesting, because after submitting the original claim, i added a picture of the damage that was done to our coffee table which was accepted for the claim. I ask that the company accepts the claim. This is a leather couch.

  

  Business response

  25/10/2021

  Good afternoon,

  This was a long distance registered move with ****** *** *****, whom is dealing with the claim.

  I have contacted ****** *** ***** who intern has contacted the shipper to set up another appointment ton assess the damage and take the necessary steps to resolve the claim.

   

  Regards,

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

   

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