ComplaintsforTransCanadian Van Lines

• Initial Complaint

  03/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I hired Transcanadian Van Lines for a full service move from Saint-Bruno, QC to New Market, MD in August of 2022. As part of the sevice I paid for premium insurance which was the broader and most complete insurance package they offered an amount of USD$1,740. There were several items that arrived broken from the moving, and also demage to the house during devlivery of the goods in New Market. My house in New Market was brand new construction and had passed an inspection just a few days before the moving company arrived. Due to the demages to the house and my goods I filed an insurance claim during the time allowed in our contract for a total of CAD$1,945 along with pictures and explanation of the damage in September 2022. After months of following up with them they finally came back in January 2023 with an settlement offer of CAD$435 which I refused. After a few interactions they returned in March with an offer of CAD$600 but requiring me to sign a release form releasing them from any further claim. I would like to either receive my claim request of CAD$1,945 or a refund of the premium insurance payment I made to the of USD$1,740. Thanks you. *******

  Business response

  06/03/2023

  Dear customer,
  
  From the legal department we did an analysis of your claim, and we must to indicate the following:

  Your claim points out to scratches caused to your belongings during the move.
  That is, we adhere to our terms and conditions, on which contractual and commercial relations with our customers depend, where it is stated:
  
  "At the sole discretion of the company, damages such as scratches may be compensated for a maximum of C$75."
  The company adheres to the contractual agreement and practices of the global moving industry.
  Once the photographs submitted have been reviewed, it is clear that the damages claimed are superficial and this condition is not sufficient to send it to the insurer.
  
  The offer made by the claims department was not made lightly, as the situation was carefully analysed, the offer is due to the conditions and state of things.
  
  Consequently, we reiterate the offer of the CAD 600 and hope that it will be accepted by you. We must indicate this our final offer, the non-acceptance will lead to the closure of the file.

  That being said, the amount paid to the insurer is for the entire container, some small scratch suffered is not worth the amount claimed

  Sincerely,

  The claim department

   

  Customer response

  07/03/2023

  
  Complaint: 19532927
  
  I am rejecting this response because: The company sold me their most expensive insurance premium saying everything was covered and then once I place a claim cuased by their crew that either packed my goods carelessly or cause damage to my brand new house by hitting walls and floor while carrying goods inside, they try not to pay for the damage.

  Additionally, they mentioned most or all goods were scratched, but the pictures clearly show they are broken. I added a few of the pictures to show they are not just scratches. There are more pictures but the form does not allow more than 4 attachements.

  If they consider the damage easily fixable, I am happy for them to send someone to come and fix all damage instead of paying for it. I actually prefer this option if the compnay is willing to do so.
  
  Sincerely,
  
  ******* *****

  Business response

  13/03/2023

  Dear customer,

  
  We have processed the claim in accordance with our general terms and conditions, and the offer was strictly related to it, which mainly concerns the objects of the move. In addition, we cannot be held responsible for the damaged goods, as we stated the following:
  "You agree to assume full responsibility for any damage caused by the placement or removal of items that cannot be placed or removed without damaging the item, the property and/or the environment."`
  

  Best regards
  The claim team

  Customer response

  13/03/2023

  
  Complaint: 19532927
  
  I am rejecting this response because: none of the demage is due to items not bein able to be moved in a fafe manner. All items showed in the pictures that were damaged were small and medium items, so that response does not make any sense. Please take the time to look at the pictures, its pretty clear.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  21/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I order to this company moving from Canada to the USA. First they give me estimate Vancouver Canada to GreenVill SC. Price was $4200 at 2500lb. But when i pay deposit there have a destination section I put Denver Colorado. Now Final destination is Boise Idaho. From Vancouver Canada to Greenville SC is about 40 hr driving distance. From Vancouver Canada to Boise Idaho is about 15 hr driving distance. Almost 25hr difference driving distance but they said price is same. Its so weird business,. Additionally, they give me estimate weight 2500 lb and ***** who is the guy assistance me, he said after check my package weight above 2500lb price is adjust. But final invoice they are not adjust. One lady name is *** she said you order estimate weight 2500 lb she said i need to paid at that price. If so who order over weight estimate? Also How came i know how many weight is my package. They are business is I feel like ****. And i complain about this then *** give me $300 discount but i still not fair price. I need more discount because they reduce 25 hr driving distance. Please help me. Thanks

  Business response

  28/12/2022

  Dear customer,

  
   We would be happy to help you solve your issues, but it looks like you have not yet created a support ticket with us?
   Please email *************************** with all the details and we would be happy to look into this with you!

  Best regards 

  claim team

  Customer response

  29/12/2022

  
  Complaint: 18625958
  
  I am rejecting this response because:
  

  The guy ***** and *** said legal team help me in this case. And I ask since Dec 21 and Dec 27th but no one reply my questions.

  You guys business is so slow. I am asking because if you guys hold over 30 days you guys will charge another extra charge and of course I need my package. so I want to discuss this problem as soon as possible. 
  

  why are you guys not talk here. 

  Anyway Today I will sent email to ***************************. I hope to get any response from you guys.

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

  Business response

  05/01/2023

  Dear customer, 

  After reviewing your file, please note that the volume and weight stipulated in the quotation/contract is the minimum threshold to be paid by the client. In order to be prepared for the logistics required to move the estimated volume of goods, we incur logistics, operations, administration, and human resources costs. Consequently, if the actual volume of goods to be moved turns out to be less than what was originally quoted/contracted, you will be charged for the volume that was estimated. However, if the actual volume is greater than the estimated volume, you will be charged additional fees. The same rules apply to the estimated weight.

  
  It should be noted that the cost of a move has no relation to the distance, but more to the traffic. In addition, the price may vary depending on a variety of unpredictable factors including the cost of fuel, exchange rates, customs clearance fees, port or terminal fees, charges incurred by the extra weight of heavy items that were not initially noted at the time of quotation/contract (e.g., a piano), charges incurred in the course of transporting the goods, and the cost of the goods: (e.g., piano), costs incurred due to difficult access to the origin or destination address, costs necessary to employ unanticipated but necessary equipment for loading or unloading (e.g., crane), shuttle service charges, lack of elevator, and any other unforeseen factors not discussed at the time of booking. 

  Right of retention means the right to hold/retain your goods until the balance due is paid in full. In principle, a carrier has the right to retain the goods transported until the freight, transportation charges and, if applicable, reasonable storage charges have been paid; 

  That being said, these are the terms and conditions of your contract and I hope I have answered your question

  According to the explanation above, we cannot give credit because the move has not been paid in full"

   

• Initial Complaint

  22/07/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I contacted Trans Canada Van Lines on 06/03/21 for a shipping quote to ship my belongings from Edmonton AB to Beaumont TX, ***** ***** gave me a quote for $2350.00 USD with a pick up date of June 15, 2021. I accepted the quote and paid a deposit. When completing the customs documents I advised ******* ****** multiple times via phone & email that I am not a US resident or citizen, I asked if we could complete the documents in my fiancés name after explaining my circumstances multiple times on the phone. ******* just kept telling me ok ok and yes yes don't worry. On 06/11/21 I outright asked ******* to change my pick up date to 06/24/21 I was clear with her over the phone that I do not want my belongings picked up until we sort out the ******** details. I was told via phone and email that a superior would contact me. No 1 contacted me! On 06/14/21 I had to call multiple times to get a hold of a manager, when I finally got ***** on the phone, my son in Edmonton, was calling on the next line to advise that the movers were there. I was livid as I asked specifically for my belongings not to be picked up. I was reassured on the phone that it would be ok and that they would store my belongings for free until after my wedding which was scheduled for 06/22/21 . I hesitantly accepted his word and allowed them to proceed. On 06/24/22 I advised ******* that they could proceed. I rec'd no responses and had to call multiple times until I finally got a hold of ***** ****, whom advised that ******* was no longer with the company, I explained the whole situation to her and she advised that they would store my stuff and they will cover the cost as they were at fault for picking up my stuff with out ********. I advised that it could be months before I will get any doc's from immigration. Since 01/22 I am being charge for storage from the day they picked up my belongings & and extra $2000.00 in extra charges and now legal fees for me asking to speak to their legal dept.

• Initial Complaint

  24/03/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  On August 19 2021, after receiving an invoice from TransCanadian VanLines (TCVL), I paid I** ****** ******* (***) $2350USD to move my belongings from ****** **** ******* to San Francisco. The ****** *** operation team handled all the logistics of the move and was my only contact throughout the move. My file number is ******** and my invoice number is ********  On September 22, 2021, in the course of carrying out the service, their agent drove his truck into the entrance door of ****** **** ******* and damaged the door. The agent was driving a ****** International Moving truck. After notifying ***, *** began a claims process saying they would contact ****** **** ******* to resolve the matter. I asked them to send the payment directly to me upon completion of the claim, because the contract I have with ****** **** ******* requires that I pay them directly. *** has been unprofessional in their interactions with me. *** did not respond to my emails promptly and only replied after I had followed up several times, only to say they will keep me updated once the amount due is collected from the third provider who hit the door. It has been over 7 months since the incident. The operations manager I spoke with over the phone falsely told me that the company was working things out with ****** **** *******. To date, no one from either ****** ************* ****** or *** has contacted either ****** **** *******. I was also not allowed to speak with anyone from the claims department over the phone to have my questions answered. TCVL, *** and ****** all have the same address and *** has been very ambiguous about their claims process. I demanded reimbursement from ***, since my original moving invoice was paid to them. However, rather than having a smooth claims process where I would be reimbursed for damages that they are responsible for, I was forced to take out a loan to pay ****** **** ******* $1874.17 in damages and still have not received the reimbursement they promised.

  Business response

  18/04/2022

  Dear Customer,

  We are sincerely sorry to hear that this situation was not yet resolved.

  You may please find enclosed our communications with the agent who damaged the garage door.

  As mentioned before, it is important that you contact the agent directly regarding your claim as described below:

  ******* ONTARIO INC.
  Registry ID: *******
  Registered Office Location: BRAMPTON, Ontario
  Address: ** ******* ******* ******** * **** ** *** ***
  Email: ********************* ****** *****)
  Tel.: ************
  Involved driver: ***** ****** 
  
  
  On our end, please be assured that all efforts are put towards the resolution of the conflict. We are trying to contact the agent as well by phone and email but failed to have an update on this file. Since the damages are not related to your moving contract (no damages were done to your shipment,), it is the agent that must be contacted directly.
  

  No insurance was taken with us in your contract and the claim was made by a third party stranger to your moving contract with us. Despite all this, please let us know if you would accept a small offer from us as a sign of good faith to settle the present dispute conditional upon a signed Release.
  
  Thank you in advance for your understanding and collaboration.

   

  Customer response

  03/05/2022

  Complaint: ********
  
  Hello, 
  
  Thank you for your response. As mentioned before, I tried to contact ***** to prompt a response (as per attached email copies). I was able to speak to him a few times however ***** is no longer answering my calls or emails. 
  
  ****** also confirms that the address of ****** International Moving is **** *** *********** ***** **. This address is the same address as on the *** Moving Network website, the Trans Canadian Van Lines website and the ****** International Moving website. 
  
  
  Regarding your proposition, although the damages were not made to my shipment, it was negligence on your part to, in order to fulfill the obligations of our moving contract, operate an agent who drove without a driver’s license, in direct violation of the law, while causing property damages of $1874.17USD which I was forced to pay. 
  
  
  All things considered, I decline your offer and will only accept a settlement of the full amount of $1874.17USD.
  
  Sincerely,
  ******* *******

  Business response

  13/05/2022

  Dear Customer,
  
  We are sincerely sorry to hear that you were unable to contact the agent.

  We reviewed the attachment provided named " Copy of Incident Report Sep 22nd21.pdf" but could not find any communication between you and the driver *****.

  The agent ******* ONTARIO INC. (Address: ** ******* ******* ******** * **** ** *** ***) was hired by TransCanadian Van Lines to complete your move, therefore, it is normal that they can provide you with the Order they received. However, they remain entirely liable for damages that are not related to your moving contract (no damages to your shipment).

  You also have their full legal name and address to help you in your claim. On our side, we tried many times to contact them unsuccessfully on your behalf in good faith and without admission.

  We are not aware that a driver without a Driving License caused the damages to ****** **** ******* ***. Please provide the attachment in support to this declaration so we can report it to senior management. We agree that this is unacceptable but we are surprised to hear about all this.

  We always require from our agents that they operate in respect of the laws and regulations. This definitely includes drivers legally licensed to drive commercial trucks. When hiring a third party, they still remain responsible to proceed with background checks, ensure that the Driver License valid and not expired, and take proper coverage in case of situation like the one we are facing. We are not the direct employer of *****. Consequently, we are unable to force the agent to provide confidential information about this driver. The last communications we received from them was that they would try to contact the driver directly to solve the situation. Then, we did not receive any news despite our reminders by phone and email.

  We maintain a list of agents based on their experience in the industry and reliability. ******* ONTARIO INC. is one of them and they have previous experience operating with big companies such as *********. We sincerely regret that they did not meet your expectations and we fully support your claim against them.

  Unfortunately, we cannot accept full liability for the action of our agent. We cannot assume the entire costs of $1874.17USD but we can provide you a small compensation as a commercial gesture conditional upon a signed Release.

  Please understand that the amount you are claiming against TransCanadian Van Lines represents over 50% of what you paid for moving services that were provided with success which is why it is unreasonable and cannot be accepted.

  You claim of $1874.17USD also represents a claim that should have been reported by ****** **** ******* ***. against ******* ONTARIO INC. directly. Since you gave full payment prior to informing ****** **** ******* ***. about the parties involved, their claim is settled and they do not need to proceed with more actions. Since they are a company, they certainly have more means to collect but instead this was passed on you and you remit them full payment expecting that TransCanadian Van Lines would assume the entire damages caused by another party.

  ****** **** ******* ***. could not hold your shipment for damages you did not cause. By giving them full payment, they proceeded with repairs without consulting us or the agent which prevented anyone from proceeding with a counter-expertise.

  We are very sorry for this whole experience and truly hope to reach a fair settlement with you. We hope with this message that we could clarify a few more points.
  
  Thank you in advance for your understanding and collaboration.

  Customer response

  08/06/2022

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

  Thank you for your response. 

   

  The “Details of Incident” section of ”Copy of Incident Report Sep 22nd21.pdf" documents all the information ***** provided to ******, staff from ****** **** *******, on site on the morning of the incident. ***** did not carry a driver’s license. Please find the declaration of driving without a license on the top left corner of the incident report above the truck license plate (also in asterisks on the middle is “no license on driver”). 

   

  Regarding the charge of $1874.17US: 

  I had informed ****** **** ******* of the parties involved immediately since the day of the incident and had been contacting them regularly with updates on the status of the claim. You had numerous opportunities to provide a counter expertise but you did not address any of the questions I asked (see “[11]Attn- ******* ******* (TC480615) - ****** **** ******* - Damaged Door - email chain.pdf”). I explicitly asked several times over both email and over the phone to Luiza Sanu for the payment to be sent directly to me upon completion of the claim as the contract I have with ****** **** ******* requires that I pay them directly. 

   

  I also explicitly mentioned in the emails I sent to you “[11]Attn- ******* ******* (TC480615) - ****** **** ******* - Damaged Door - email chain.pdf” and “Re- Internic Moving Services - Invoice No AR29861 - email chain”, that the staff at ****** **** ******* were asking for urgent/immediate payment (November 18, 2021) and I needed the payment by the end of the week. 

   

  It is absolutely unreasonable to claim that the payment prevented any counter-expertise when you did not make any effort at all to respond to the concerns in my email about how the payment should be administered. You also did not make any effort to directly contact ****** **** ******* on a company-to-company basis, even if it were just to acknowledge the status of the claim and your role in the matter. It was the absence of any response or communication from either IMS or Brytor that prompted ****** **** ******* to directly withdraw the funds from my bank account (through the debit card they already had on file), in keeping with a clause on the contract I had signed with them prior to the move. Your claims process was not handled professionally and resulted in me incurring very difficult circumstances. In spite of doing all I could to facilitate the process, I was eventually forced to take out a loan to cover the withdrawn charge which would have otherwise caused me to default on my future rent payments. 

   

  In light of this, I am willing to engage in a settlement conversation without prejudice and will accept $1,487.50US (50% of what I paid for moving services) conditional upon a signed Release.

   

  Thank you in advance for your understanding and collaboration.   

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

  Business response

  08/06/2022

  Dear Customer,
  

  We thank you for your counter-offer and appreciate your prompt response.
  

  As mentioned, the attachments you provided are incomplete, we have no access to the information in support. The doc. " Copy of Incident Report Sep 22nd21.pdf" does not contain any information about the driver.

  You claim should be reported against ******* ******* ***. directly to which we already provided all coordinates/contact info. to help you.

  Our company was not involved in the incident. For this reason, we cannot refund you 50% of your moving contract because your claim does not involve damaged or lost goods. 

  Thank you in advance for your understanding and collaboration.

   

  Customer response

  16/06/2022

  
  Complaint: ********

  Thank you for clarifying. Please find the incident report “Incident_Report.pdf” attached. 
  
  
  As mentioned, I have been trying to contact ***** without any success. The third party is no longer answering my calls or emails, let alone not answering any calls/emails from you (the company who hired them and who they reported to). In addition, the contact info you provided me is a residential address, not a commercial address, and I am concerned about the credibility of the business that you hired to take on this task. 
  
  
  Unfortunately I’m stuck in a situation where I’m paying for damages I did not cause, and ultimately it was your responsibility to ensure that the moving company that you hire is reliable. 
  
  
  I hope we can come to a settlement of the aforementioned offer to settle the present dispute conditional upon a signed Release. Please let me know if you are willing to settle for $1200US. 
  
  
  

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

*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. ↩