ComplaintsforSunday Movers

• Initial Complaint

  29/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Hired this company to move me. Paid a deposit of $206.00 on Aug 23, 2023. The move was to happen on October 4th, 2023. Called today to confirm, and both phone numbers out of service and web address gone

• Initial Complaint

  06/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our move, ordered under ******* ****, was scheduled on September 27-28. Move #1**** From: ******* *** ** ** ****** ****, Verdun to ***** **** ***, Etobicoke. We have claimed damages on 4 items: 1 - The TV was broken from it's stand, and we are no longer able to attach it to the television as the pieces are broken. - Bought a new stand for the TV - $62.15 2 - TV console table has knicks and dents that we are not able to fix $282.50 3 - The headboard for the bed was broken in 2. The legs were broken off the headboard portion. It's all solid wood. $322.83 4 - The dresser has many dents, scratches and scrapes all over. $565.56 When we had asked for a quote, we got quoted a price, and confirmed with them multiple times that the price wouldn't go up. We even have it in writing in an email (********). When they came to deliver our items to our new place, they said they would not deliver unless we gave them $600 more because we suddenly had stairs that they didn't know about (yes, we told them this was a townhome, and had stairs going up to the unit). They kept saying "it's ok, it's ok, the price is the price". We were on the phone with them for over 2 hours on the morning of our delivery to try to sort the matter out. They were ultimately holding our items ******* and there was nothing we could do. They then said that it was written in the terms and conditions that the price can go up. * ***** **** **** ** ********* ********** *** ********** *** ***** **** ***** ** **. Some of our items were broken and damaged. It's now been over 3 months, and we get no response from them. We are looking to have the money that was paid in extra refunded to us, as well as compensation for the damaged items.

  Business response

  09/09/2023

  As the customer mentioned about the TV damage, it did not happen.  The office got an email with damaged pics and details. only small scratches and dents were on a few items. None of the items claimed as completely demolished or damaged.TV was not broken only the stand which was old pressed wood from **** and it was in poor condition no insurance applies. The tv console was packed in the box by the customer so, the company won't take responsibility. Head board pictures were not given to the office, so it has no proof. As per the contract and agreement scratches and dents are not covered as part of insurance because the customer did not buy premium insurance, only CGL 60 cents per pound. The same was offered to the customer but denied over the phone. The company did not ******* any of the customer's items and was billed of updated as per the contract for additional services like a long walk around 100 meters from parking to the truck and 3 flights of stairs (but charged only one flight). Damage policy customer agreed, estimate with terms and conditions, and email proof of screenshot.  The customer had clear information about all prices. 

  Customer response

  10/09/2023

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

  It seems they are simply making things up. What they said in their response was not factual.

  Yes, the TV damage, did happen. The mover who broke it even said sorry, apologized and told us to file the damages. We had to purchase a TV Stand Mount, from ******, to hold our TV up. I still have the damaged foot mount as well. One thing we also noticed was that the TV was completely scratched all over the front as well (and it was in mint condition prior to this). This wasn't included in the original complaint so I can't go back on this now, but I'm highlighting this to show the extent of the damage to our belongings. 

  The headboard was completely ripped apart from it's base, and you can see this in the picture we sent and that they provided as well, in their response here.

  The TV console was not old pressed wood from ****. It was almost brand new, from **** **** and purchased only 2 years prior to the move. I have receipts if needed.

  The tv console was not packed in any box (as we don't have any boxes that could fit this). This was packed by the movers.

  The extra insurance was never denied over the phone. It was never brought up at any time.

  The company definitely did take ******* of our items, if not, we wouldn't have had to eTransfer them additional money for them to release our items. 

  If we could ask for them to kindly refund us the amount that was eTransfered, the money we had to spend to fix the TV as well as compensation for the damaged head board and wood dresser, that would be sufficient for us.

  We would settle for $750.

  As a side note we tipped both movers $100 each for their service because they were nice and respectful the entire time. This is nothing against them. 

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

  Business response

  13/09/2023

  As per the agreement company responded. We have submitted all the proofs of customer acceptence and emails. Compensation of $750 compnay is not willing to proceed.  Customer is trying to blame company services and collect money. 

   

• Initial Complaint

  12/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I hired Sunday Movers to move my stuff from Toronto to Ottawa on April 30, 2022. Instead of coming to my Toronto house to pick up my stuff, the truck went to my Ottawa house to deliver the stuff which belonged to someone else. The driver called to say he was outside my house in Ottawa to deliver the stuff. There was a miscommunication on the part of the moving company. While the truck was in Ottawa, the driver banged into my garage which damaged the roof and eavestrough. I have video recordings which show that the driver reversed his truck in my drive way and hit the roof. My neighbor also witnessed this and told us the driver hit the roof.. I have been trying to reach Sunday Movers to get it repaired but they are always making excuses and asking us for proofs. I gave them all the proofs I had and now they have vanished. They said the concerned person named Paul left the country. Now they have even stopped picking up my calls. I need them to pay for the damage as it is their fault. They were at my property in Ottawa on April 30 without my permission and damaged my home. Now they are not taking the accountability of what happened and making me suffer. Request you to help me get a resolution to this issue. I have all the evidence needed to prove their fault. I am uploading the pictures. I also have videos which clearly show that the truck hit my garage but I am unable to upload them because of the size and format constraints.

  Business response

  25/07/2022

  Business Response /* (1000, 5, 2022/07/12) */ we have noted customer complaints, but the driver claimed that he did not hit and the videos provided by the customer were not clear enough to prove the driver hit the roof. We are still working to resolve this. Meanwhile, the customer ended up complaining BBB.

• Initial Complaint

  28/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 12, 2022, Sunday Movers were hired to move house for us from ** ******** Lane to ** ******* ****** Trail. The move was executed and our very expensive dining room set was badly scratched due to negligence on the part of the movers. In addition, they placed my pinball machine on its side (something no professional mover would ever do because it damages the inner workings) which caused damage to the workings of the pinball machine, When hiring this company I was told they had insurance that would cover any damages. When the damages were discovered they were sent to the company in pictures and descriptive copy as requested. My credit card was twice drawn on without my consent and no invoice was ever presented. The company refused to return my calls so I asked my lawyer to call and he was just told to take them to court. ****************************************************************************************************** This company's cavalier, ************** and possibly ********** actions towards me and my family must be addressed. To date the company has extracted some $2400 + from my credit cards, I have called the card company to stop these unauthorized payments. But I need BBB to address this problem because they are shown as recommended by the BBB. My estimated cost to repair damages is approximately $850. ****************************************************

  Business response

  27/07/2022

  Business Response /* (1000, 6, 2022/05/18) */ This is a response to address and respond to your concerns regarding the client in connection with the moving services provided by our company, Sunday Movers on, April 12th, 2022. Firstly, the damages occurred to the dining table appear as a surprise as we were not made aware of such damage nor received any emails or pictures regarding this damage. So truly, we will not be able to assess the validity of this claim. To be clear, we have the most professional movers with an abundance of experience; it is rather unreasonable to question their capabilities. Upon further research of how to move a pinball machine, we have found that placing a pinball on its side will not damage the inner workings and it is actually recommended to place it on its side to move it safely. If the customer felt unsatisfied with thus action, they are more than welcome to let movers know how to place it safely; however, no such message was conveyed. Prior to the start of every move, customers are given several contracts to read and sign. As a responsibility of the customer, they are encouraged to ask questions and get clarifications for the terms and conditions so these situations are avoidable. Sunday Movers indeed provides insurance for 60 cents per pound per article. This means the customer will be paid 60 cents per pound for the net weight of the lost or damaged item, regardless of the actual value of the item. All customers are aware of this and the customer has also signed and agreed to these terms. We have also clearly mentioned in our estimate that in order to proceed with a claim, we require an email with a description and pictures. As of yet, we have not received any emails to our claims team in regards to the damages the customer has incurred although they were highly advised to. To say our company has charged the client ************ is highly misleading and a complete false statement. We have never done such action nor do we need to. The customer was presented with an authorization form to sign and agree to in order for us to proceed with the final payment of the job for which the customer signed and agreed to. Nevertheless, we still called the customer to let them know about the charges as we operate with integrity. It is rather disingenuous to say that the customer was not aware, as they indeed were and received an invoice. ****************************************************************************************************** Denying our credibility and making false claims about us is untruthful and disrespectful to the movers who worked incredibly hard for 12.5hrs to ensure your move went as smoothly as possible. At Sunday Movers, we welcome any feedback, both positive and negative. We are willing to listen to the client provided they are willing to be patient and respectful with us. We still don't know what specific damages the consumer sustained in order to obtain a $850 fix. However, we are open to discussion and invite the client to contact us. Consumer Response /* (3000, 9, 2022/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) ********************************************** 1. The damage was not a surprise I called immediately and sent pictures the minute I noticed the scratches. 2.No one in their right mind would put a pinball machine on its side for any reason. The machine stops playing when it is just jarred to one side flashing a "TILT" sign. Placing it on its side moves the mechanics inside and the balls that must be in a particular order are strewn about. So these people do not know what they are talking about. 3. They did not let me know about charges like the extra 1/2 hour which was added after the extra time was calculated and never advised me what "cc fees" are or why I have to pay them. I still do not know what they are. My legal counsel called the company. Their response was "so take us to court" Oh, and pictures of the pinball machine were also sent to the company showing the balls out of order and unable to be adjusted without a technician. The company ignored the call, and I could not speak to anyone with authority although their secretarial answering person assured me they would call me. They did not. That is why my legal counsel had to call them. **************************, ************************************************************* Business Response /* (4000, 16, 2022/06/08) */ To be clear, the consumer texted a sales representative images of ONLY the pinball machine and a hutch that had been damaged. However, our mover spoke with the client about the damage on the hutch, which was immediately addressed. So, certainly, the dining table damage was unforeseen. The sales agent then instructed the customer to email our claims team, who would be able to better assist and work out a solution. As of present (06/08/2022), no emails from the client have been sent despite being frequently asked to do so. Many websites advocated turning a pinball on its side during our personal online investigation. As the customer indicated, we understand that every device is unique and may have various inner workings. Considering pinball machines are not fairly commonly transported in moves, my movers handled it as any other delicate object and placed it in the safest likely spot. Regardless, as previously stated, the consumer has complete authority to request movers to stop. The customer, however, did not instruct them to halt, nor did he say anything to the movers. Our entire crew can confirm the fact that the consumer was well aware of all the charges. The client is also aware of the CC fees because they are explicitly included in the estimate that the customer SIGNED and AGREED to. The consumer is fully aware since they made a deposit, and it is plainly stated before making a deposit that a 3% processing charge will apply. When the customer contacted us, our manager was not in town, making it difficult to schedule a meeting between the two. Nonetheless, we communicated the message to the management and the customer immediately. When the manager was in contact with the customer, they were not ready to have a conversation as the customer was very accusing of our company. Indeed, our company spoke with their legal counsel, but our manager was firm in informing them that due to the nature of the damage, we would be unable to take further action. We have done our best to handle this issue diligently, but if the client is unwilling to settle directly with us, we are prepared to pursue alternative measures. However, we do not want to proceed down that road since we want to maintain a good connection with our customer. Respectfully, we will no longer tolerate disrespectful comments by this client. Consumer Response /* (4200, 18, 2022/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) ****************** Pictures were sent to the company of my complaint showing the damages. Nothing was done. My calls went unheeded. I had my legal representative call the company and ask for a resolution otherwise we would have to consider small claims court. My legal representative was told, "take us to court". This company was not willing to repair any damages nor were they willing to discuss the matter. The phony story that their manager was out of town is silly. His girl answering my call told me he would call me back shortly. Shortly to me means the same day. But I received no callbacks. Also, I never signed any contract that mentioned cc fees. I am sorry, but having moved numerous times with many companies this is the first time I have ever been treated so badly. Worse yet, when I first contacted the company I asked "Is this *****************?' They led me to believe that they were that company. When I realized they were not they assured me that they would look after my needs perfectly with no complaints from me. Well, that never happened. To date, they refuse to take any responsibility for any of the damages they caused and the baloney about pinball machines being transported on their sides is easily disproven by any pinball manufacturer. Consumer Response /* (4200, 20, 2022/06/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted the company. I sent them pictures of the large scratch on my dining room credenza and a picture of the pinball machine with the balls out of whack. They did not respond. I have these pictures on my phone and do not know how to send them via email from my phone. I can send them to another cell phone. I have the telephone messages that I sent to the company with the pictures on my phone. I will try to have someone at ******* try to send these pictures to my email so that I can send them to you on Monday. (this is Sunday) Business Response /* (4000, 25, 2022/07/08) */ We had all ur information on file. But unfortunately none of the damages eligible for insurance claim as we agreed on damage policy. Consumer Response /* (4200, 27, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sunday Movers never received a complaint from me about damaging my dining room table. Read all my correspondence. The damage was to the dining room credenza. But they like to obfuscate the facts to deny responsibility. ************************************ ********************************************************************************************* Why would I be so adamant about lousy service, damaged property, and cavalier management tactics unless it was all true? I expect little more than to warn others that hiring this company would be a huge mistake. Also, I cannot understand why BBB did not want to investigate why this company passed itself off as "*******************" a competing company. Perhaps I should let the real "*******************" know of this tactic. Post my complaint if for no other reason than to avoid having to deal with other complaints about this company from other who will make the mistake of hiring them. Business Response /* (4000, 32, 2022/07/27) */ As we were aware of damages. In the past replies, it was mentioned that scratches will not cover as per the Sunday movers damage policy. I was loud and clear customer signed the agreement before the move, these documents were submitted earlier.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On October 30th I had Sunday movers help me move out my furniture, while on the way to deliver my belongings to my new place they had went under a bridge that was to small for there truck in result to that they damaged they're truck and couldn't open it to get my things out , I've made several calls from oct 30th 2021 - to nov 3 and they had said they would try to deliver my belongings that day it is now the 5th of November and they had said they still haven't opened the truck to get my things and I've been waiting since the 30th of October

  Business response

  31/05/2022

  Business Response /* (1000, 5, 2021/11/15) */ To begin, we'd like to point out that the problem could have been averted if the customer had not insisted on making sure my drivers follow her. The customer refused to let my driver take their own path, resulting in the truck's back door not opening due to the damage. My company, on the other hand, stayed in touch with the consumer after the accident. Our dealership was unable to provide a specific date for the truck's repair and was unable to open the door since the truck was damaged badly. As a result, we were unable to provide the customer with an accurate date which the customer was aware of. Please note that we kept contacting the customer and tried our best to at least open the truck door and transfer the things to another vehicle, regardless of whether the truck was repaired or not. After finally being able to receive the items, we successfully delivered the items on November 9th. We spoke to the customer and their items are now with them. We're not sure why the client has filed a complaint against us because they already have their items and are aware of the situation they put us in. The items could have been delivered on the scheduled day, however, this was not possible due to the customer's actions. Sunday Movers is not at fault and did not try to keep the customer's belongings on purpose. It was beyond our control, and the consumer knew of it.

*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. ↩