ComplaintsforCanadian National Van Lines

• Initial Complaint

  02/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Moving company broke and stole items during move. I have pictures showing that a box closed with tie-wraps was opened, with valuable bags missing. They offered 40$ of compensation for over 2K of items damaged and missing. Pictures and receipts available

  Business response

  12/05/2023

  Canadian National Van Lines was hired to perform a long distance move from Alberta to British Columbia.  The move was performed and completed as per the moving contract that the client entered into.

  At that time of booking the move, before the pick up, the client was sent a confirmation email at the time of booking the move.  When the contract was sent to the client, it did confirm the coverage limitations that all movers have including offers or options where a client can purchase additional coverage through the carrier or purchase coverage through a third party.  It is also confirmed that owner packed items are not covered as per the Highway Traffic Act.

  The client chose not to purchase additional coverage through CNVL.  Following delivery, the client claimed very minor damages and those were processed based on the coverage the client had with the move.  The client did claim that some items were missing from a tote.  CNVL does not accept this claim and those items would not be covered as we do not know what the client had inside her totes, and those items are not covered.

  Although the client did not purchase additional coverage, nor did she pay anything extra for additional coverage.  CNVL did still offer a refund to the client in efforts to resolve the situation.  

  We still stand by our offer to settle the matter and hope that our offer will be accepted.

  Customer response

  12/05/2023

  
  Complaint: 20010932
  
  I am rejecting this response because: I would like to know if opening boxes, searching items and stealing objects is considered "minor" by this company. See pictures attached. Why were the tie wraps of the boxes I packed cut sharply, the lid broken and half the items inside (including several valuable bags) missing? If you do not reimburse me the full value of the stolen objects, I will see you in court.

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

  Business response

  23/05/2023

  We thank you for your response.  CNVL is in the business of moving and relocating clients.  We are not in the business of opening boxes and taking customers items.  our staff would never do this and would not behave this way.

  As per the Highway Traffic Act we are not able to take responsibility for the items that the owner packed inside their boxes.  We do not check the contents of the boxes or bins and do not go through the items before shipping.  All owner packed items are owner responsibility.  We are not able to offer coverage for items we don't see or pack before shipping.

  This was all confirmed with you before the pick up date and before moving.  Additional coverage was also offered before the pick up date and this was not purchased or requested before shipping.

  Although the client did not choose to purchase additional coverage or pay the additional premiums, CNVL still did offer a reasonable refund and we stand by it.

  if you would like to accept it, please email our office and we would be happy to process it.

  Customer response

  23/05/2023

  
  Complaint: 20010932
  
  I am rejecting this response because: You ARE in the business of opening up boxes and stealing items. How do you explain the pictures showing boxes arriving with open tie wraps with half the box empty with items missing? Also, why are only the valuable items missing? Expensive brand items only? You are burglars, you deliberately sliced the tie wraps open, broke the box, stole all the valuable items and offered me 40$ for it. You should be ashamed of the way you treat your clients.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  14/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This moving company damaged approximately $6000 worth of items while shipping them from alberta to nova scotia. There claims department has offered me $40 as a settlement when I was charged over $200 by their driver to package some of these items that still showed up damaged or destroyed. I've attempted to resolve this with their employee ***** and she is unreasonable. Trying this option before having to resort to filing a claim through small claims court. I'm willing to settle for a full refund on the additional charges by their driver for packing and the replacement of the shattered 50 inch smart TV.

  Customer response

  17/10/2022

  No additional insurance was offered when dealing with their CSR ********.  When they tried to use this against me, they referred me to subscript writting on their website and in emails that was a foot note that needed to be zoomed in 200% to read. Offering $40 refund for all the damages done by their company, even after charging an extra fee of over $200 for their driver to package or they wouldn't take the items. I made full payment for delivery from grande prairie to cape breton. I payed all funds that weren't hidden costs. A minimum of replacing the 50" smart TV, refund of additional packing costs and an acknowledgement by their company of their poor handling of customers items is what I'm seeking. Ideally I would also like my $2500 medical lift recliner releathered and other damages repaired. Judging from other complaints, this is a common issue with this company and they need to start being help accountable!

  Business response

  24/10/2022

  Thank you for your quick response.
  This client was offered the option of purchasing additional coverage, but declined it and the coverage was therefore only at the basic rate of 60 cents per pound per article.  I have attached a copy of the Bill of Lading.  I can also forward all the correspondence where coverage was clearly confirmed and offered if needed.
  
  Mr. ***** submitted a claim form following delivery and it was accepted and processed based on the coverage he had with the move.  Although he was not eligible for a refund we did still offer a refund as a courtesy.  Furthermore, most of the items claimed were owner packed/owner risk.
  
  Upon delivery he had long carry services that needed to be performed and those additional fees were waived as well. 
  This client has been very abusive and rude to our staff.

  Attached is a copy of the of the signed Bill of Lading where coverage was declined.  The customer signed this at origin and destination.  Furthermore the client at no time requested or purchase additional coverage.

  Attached is also the moving agreement that was sent to him at the time of booking which also confirmed coverage and offered him options to purchase additional coverage before the move.  At no time was this requested or purchased.

  Customer response

  24/10/2022

  
  ********** ********
  
  I am rejecting this response because: the company forced me to an additional cost for their employee to package certain items. This takes away the "shipped at customers risk' that they speak of. At minimum I'm owed the additional cost charged by their driver, and the replacement of the shattered 50 inch smart TV. This isn't unreasonable and should be acceptable considering the gross handling of all of my hard earned belongings. To try  and negate responsibility for damages based on refunds given from a previous poor customer service and transparency issue is a very poor business practice. 
  
  Sincerely,
  
  *********** *****

• Initial Complaint

  30/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pick up May 14 in Edmonton, drop off June 20 in Summerside PEI. This is the most unprofessional company I've ever had the displeasure of dealing with. Major damage to our belongings. But, more insulting: They subcontract movers and you get untrained and disrespectful people handling your materials. Your belongings are then passed between subcontractors and storage facilities as it moves across Canada. They chain smoke in front of you and your children. They drop and throw your belonging in front of you. Refuse to properly drape anything. They run through your house with dirty shoes, and cause major damage to the stairs and walls, without acknowledgment or even an apology. I contacted their claims department citing all my concerns. I asked them to simply replace a new kitchen table I watched them move, drop, throw and destroy, and I'd let the damage to older items slide. The cost was $1000. They offered me $50, citing what I was owed in my coverage. However, they refuse to acknowledge it was not damaged in transit, but instead by unprofessional behavior at the point of pickup. They have no remorse, offer no value, and frankly raise the prices substantially after initial quotes. Do not hire this con-artist, amoral, disreputable and disrespectful company.

  Business response

  09/09/2022

  Thank you for providing CNVL an opportunity to respond to this clients concerns.

  Robyn Douglas and David Antle hired CNVL to relocate from Edmonton, AB to Summerside, PEI.  CNVL transported an inventory of over 205 items from Alberta to PEI.  Upon delivery the client did note two items damaged and submitted a claim to CNVL.  There was a table and a bench that were scratched.  Throughout the entire more those two items are the only items that were scratched.  The claim was accepted and processed based on the coverage the client had with the move.

  The client was offered coverage before the move took place, however he chose not to purchase additional coverage.  As such the clients claim was accepted and processed based on the coverage of 60 cents per pound per article for any damaged and/or missing items.  These are not our rules, but as per the Highway Traffic Act.  

  The client was not happy with the response, however as a courtesy we did still offer a refund even though the customer did not choose to pay for coverage.  However, we have still offered a refund.

  We do apologize if the crew at pick up or delivery was not behaving and we have advised management and the crew has been dealt with.  We do sincerely apologize.

• Initial Complaint

  29/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Canadian national vanlines Inc. Has applied hidden charges to the shipment of my furniture from alberta to nova scotia. They have added an additional $1600+ dollars to my final bill and are now holding my belongings hostage after I've already paid $3500. They say it's a storage fee for 2 months, although the ******* did not mention a storage fee or provide me a rate. This is theft and from all the reviews I see on the interest, a common practice by this company to rip customers off. They are unwilling to cooperate, even though I had many email discussions with ******** (the *******) about no hidden charges as I'm am on a fixed disability income. I need someone to help me obtain my belongings because they are going to keep doing this to all their customers.

  Business response

  03/08/2022

  We thank you for providing CNVL with an opportunity to respond to this.  At no time are we holding or will hold any customers belongings hostage and we will not stand for these comments or accusations.  

  This client was provided with a price to move from Grande Prairie, AB to Wateford, NS.  A quote was provided to the client for $4143.90 + HST = $4765.48.  The quote clearly confirmed that this did not include any packing, storage or any additional services that may be required.  The client did require packing services when the crew arrived which was a cost of $205.00 + HST = $235.75.  This was the additional approved fee and the client agreed and signed for this fee.

  When the goods arrives to Ontario back in May the client did not have a definite delivery address and therefore the goods were kept in storage as per his request until present.  We offered the client as part of our agreement 30 days free storage (starting from the pick up date) and each additional month was at a rate of $330.00/month.  The goods have been in storage since April.

  April 23 – May 23 free
  May 23 – June 23 1 month
  June 23 – July 23 2 months
  July 23 – August 23 3 months.
  
  The storage expires on August 23

  The additional fee for 4-1 months of storage is $990.00 + HST for the storage services performed = $1138.50

  The client stated that he had no funds to pay this and sent us local East coast storage rates which were at the rate of $139/month + taxes.  We contacted the third party storage facility and they even confirmed that they did not have space available until earlier this week and that those prices would not be valid.  However, as a courtesy CNVL was offering the client to match these rates just until August 23rd in an effort to resolve the issue and have the goods delivered.  A discount of of $659.50.  

  The client is refusing to pay for storage at all.  He is clearly admitting and agreeing that he would have been paying storage to the storage facility, but he is refusing to pay our storage rates at all.  We are not sure why or what we have done wrong.  

  The price/quote only increased with the packing services performed and the storage services offered, which we even discounted by $659.50.

  The storage is set to expire on August 23rd and another month of storage would apply at our full rate as we are not able to offer this low rate going further.  We have confirmed this with the client as well.

  Customer response

  05/08/2022

  
  ********** ********
  
  I am rejecting this response because:
  
  Find attached the email where CNVL had sent. This is there idea of "clearly advising customers". The writting is so small at the bottom of the email that I needed to zoom on 150% in order to read it when directed there. Before this issue, I had made arrangements via email (which I still have copies of) for pickup and told the agent that some things were not boxed and that I was okay taking the risk of them being damaged. She agreed with me and said it wouldn't be a problem. I was not there at the time of pickup, which they also knew would be the case. The driver, who was very rude, refused to take the pick up unless they packaged everything which resulted in an additional $600+ alone. When I complained about this to the CSR at CNVL, she basically said "sorry, we can't fix it because it's already charged." So when I explained that I'm on a disability fixed income and could not afford anymore hidden charges, I assumed her offering me a place to store while I continued to look for a storage unit, was an attempt to satisfy an unhappy customer. There was no rate given or any mention of an additional cost in the MANY emails back and forth. There was no updated monthly invoice sent to me to let me know there was a recurring charge of any kind. After zooming in and reading the subscript text (that's done that way to hide the information) it says that the rare is determined by size and weight, however, no weight of my order can be verified, as they only estimated the weight. Once the items arrived at the facility and us weighed, they don't record the weight unless it's over the weight they guessed when giving the quote. If it's under, they don't record it and go by the heavier estimated weight. I feel that all these storage fees are illegal and unethical business practices and should be removed. I should only owe what the last invoice amount was, which is 4501.23. I've already paid an initial $500 down payment and $3001.23 last week. It wasn't until I made this large payment that I was notified of the hidden charges. I have the remaining $1500 owed and was going to send it the following day, as I can only etransfer so much at once, but refuse to do so because they are adding these costs in that I did not know about and can not afford. Please advise me on the next steps I have to take in order to get the items they are holding hostage. I do not, nor did I ever, agree to storage fees regardless of how they try to make it sound like they are doing me a favor by lowering the cost. I've been threatened that if I don't pay asap then the ransom cost on my belongings will continue to increase at a very high rate. Please help me Sincerely,
  
  *********** *****

  Business response

  05/08/2022

  Thank you for your response.  Again, we clearly confirm that at no time will we hold the goods hostage.  The goods are storage in our Ontario warehouse and we will include a delivery to a local GTA address and offer free delivery if the client wants the goods delivered.  The goods are not held for payment.  However, if the client wants them shipped to the East Coast, that is a cost and we can offer that for payment.  However, the goods are not held.

  We again confirm that we did not charge anything extra aside for the $205 + HST packing fees that the client agreed upon, signed and initialed for.  We are not sure where the $600 charge is coming from.

  As previously stated we have already offered 30 days free storage - although the third party facility would not offer that, and offered to charge the client only $139/month for the past 3 months of storage.  This is what he clearly admits he would be paying the storage facility in the East Coast.  However, the storage facility in the East Coast did not have space available until now.   So it would be ok to pay the third party but not us?  CNVL performed the service and has discounted the service to match a third party storage rate as the client did note that he is on a limited income.  This resulted in a discount of $659.50 discount on the billing.  This is the best that we can offer based on the services performed.  We also pay rent in our warehouse facility and we do need to charge clients storage once it is past the 30 days free storage.

  We clearly confirmed that 30 days is free starting from the pick up date.  It is mentioned in the quote and in the confirmation email and our website.  If the clients font on his phone happens to be small and he did not take to read the emails, that does not mean that we can waive 3 months of storage.  Again, we have offered more than 50% discount on the storage fees which is more than reasonable.

  The storage is expiring on August 23rd, 2022. We are happy to offer a local delivery in GTA - please confirm a drop off address and we would be happy to offer delivery anywhere in GTA.

  If the client wishes to ship the goods to the East Coast we would be happy to offer this service for the remainder payment of the move and the $479.00 storage fee.  

  Customer response

  08/08/2022

  
  ********** ********
  
  I am rejecting this response because:
  You will offer delivery to the east coast? That's part of the over $5000 cost of the shipping! CNVL is holding my belongings hostage to try and get more storage fees. Again refer to the fact that the subscript writting hides the storage cost and nowhere was there a monthly updated bill or mention of cost of storage. This is clearly going to be an issue that we cannot resolve as CNVL will not take ownership of their companies shady business practices of hiding charges and employees not explaining or billing department sending an invoice notifying me of charges. What's the next step we take on a legal front? I cannot and will not pay more than the bill stated regardless on how long CNVL drags this out to try and charge more storage fees! I tried to request my items before the end of July. It's not the middle of August and still being delayed. *** needs to direct me on what steps to take or an arbitrator. Sincerely,
  
  *********** *****

• Initial Complaint

  29/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We hired a moving company based on their estimate for the shipment weight which was very significantly higher then their final bill. They also refuse to provide total actual weight of the shipment and now charging us based on the number of items and their guessed weight. They also added extra charges for services they didn’t provide such us packing and storage. All packing and did assembling was 100% done by us and we never requested storage.

  Business response

  09/08/2022

  We thank the *** for providing us with an opportunity to respond to this complaint.

  The issue was addressed with the client and the client accepted delivery on August 3rd, 2022.  The client moved three times the original inventory that was provided to us prior to booking the move and offering prices.  The client provided an inventory list of 55 items and we moved a total of 155 items of inventory, including furniture items, boxes and other items.  The client refused to paid the outstanding balance and only paid the balance that her and her husband chose to pay.  The goods were delivered on August 3rd.

  At the time of the delivery there was an additional service as the client had stairs which is an extra charge.  This charge was also refused by the client and she chose not to pay this fee as well.  This fee was clearly confirmed with the client PRIOR to booking the move.  

  Customer response

  09/08/2022

  
  ********** ********
  
  I am rejecting this response because: This is laughable. The estimate was based on WEIGHT. I never confirmed any item numbers because never in the history of moving, and I’ve moved over 30 times, was I charged based on the number of random items. 155 items? Really? Did you weigh every single one to determine cost? Would the price be the same for 100 boxes of tissue and 100 boxes of rocks? Why was my final bill based on 8000+ lbs if nothing was even weighted. Why did you refuse to provide scaling receipt?
  Our pick up location had 4 levels. 5 flights of stairs. How funny is it that noone mentioned any surprise stair charges there? I know why. Because you would’ve been told to get lost for such a scam.

  Such a trash company.

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

• Initial Complaint

  26/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Discrepancy between website and email exchange. Details from Website Http://canadiannationalvanlines.com/faq/ -Quotes And Any Other Costs. Usually all long distance moves are priced based on the weight of the shipment which is determined at the time of scaling the shipment. You will receive a general initial estimate and feel for the cost of your move, however these costs are not binding. A non-binding estimate charges you according to the actual weight of your shipment and actual cost of the services that are performed. We will still walk you through the estimating process to determine what your shipment may cost. How Is The Final Cost Of My Move Calculated? For your long distance move, the final charges are determined once the goods are picked up and scaled. Once the goods are loaded the shipment is scaled using a government approved scale and the charges are calculated to reflect the actual weight of the shipment. Factors such as packing, storage or any extra labour can be a factors that change your quote and your price. Make sure that you discuss your needs and situation with our moving co-ordinator who will help you stay on budget and offer ways to save. Bill of landing indicates "charges are based on actual weight as determined by the scale". Unknown actual cost of shipped items and unclear commumicaltion regarding how final cost was going to be calculated. The most recent email prior to the move indicated "The quote provided does not reflect the final price of your move as this is only a general quote.... In the case where an inventory list has not been provided in advance of moving day or additional items have been added to the inventory (originally provided), the carrier will revise/update the shipping quote. Minimum weight charges will be revised based on the revised quote" There is nothing indicating that the Quote was final.

  Business response

  27/07/2022

  We thank you for providing us with a chance to respond to this clients concern.

  This client contacted us back in May to receive a quote for a long distance move from Alberta to Ontario.  Prior to the move taking place, the client was asked to provide us with a detailed inventory of the items to be shipped.  The client did provide us with a response via email and listed a total of 50 items to be moved.  Please find email attached where the client submits the inventory list.

  In response CNVL responds with a quote based on 4365 lbs for a price of $2712.65 + HST for this move based on the list provided.  We clearly confirm that these will be the minimum weight charges that would be applicable for this move based on the list provided as we are reserving not only for the weight, but also for the space and labour required to perform the move.  It clearly states the following:

  Final charges are based on the MINIMUM weights to accommodate space for your shipment.  If the shipment is scaled above the minimum charges ACTUAL weight charges will apply.
  A detailed inventory list will be required for an accurate quote.  A revised quote may be provided to reflect the inventory.

  Following this, ******* decides to proceed with the move and booked the move for a pick up date on June 25th, 2022.  CNVL did send the client a Moving Contract in writing on June 13th, 2022 clearly stating and confirming that the charges are based on minimum weight charges of 4365 lbs and that if the weight is more then she would be charged based on actual weight.  We again confirmed that we take into account not only the weight, but also space and labour required to perform the move and this is clearly stated in all of our agreements.

  Please find attached the agreement the client entered into.  She responded to it which means she understood and read it.  The agreement clearly stated:

   

  IMPORTANT NOTICE:
   The original quote provided above does not reflect the final price of the move.  Minimum weight charges apply to each shipment as indicated in your price chart above.
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                           Final charges are based on the MINIMUM weights to accommodate space and labour required to perform the move.  If the shipment is scaled above the minimum charges ACTUAL weight charges will apply.  If the shipment is scaled within the minimum charges a scale ticket will not be generated.
  The quote provided does not reflect the final price of your move as this is only a general quote. 
  Dispatch will be contacting you or your contact in advance of moving day or pick up (usually the day before) to confirm accurate inventory being shipped and accurate pricing.  This is done in order to ensure accuracy of the quotes provided and to ensure appropriate space and crew is reserved for the relocation.
  In the case where an inventory list has not been provided in advance of moving day or additional items have been added to the inventory (originally provided), the carrier will revise/update the shipping quote.  Minimum weight charges will be revised based on the revised quote. 
  If you have chosen not to provide an inventory list of items to be shipped in advance of moving date, the space required for your move may not be sufficient and the quote provided will not be accurate for budgeting purposes.  We strongly recommend that you submit a detailed list to your agent in advance.

   

  Final Charges
  All charges are payable in FULL prior to the truck being offloaded.  The original quote provided above does not reflect the final price of the move.  Minimum weight charges apply to each shipment as indicated in your price chart above.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         Final charges are based on the MINIMUM weights to accommodate space and labour required to perform the move.  If the shipment is scaled above the minimum charges ACTUAL weight charges will apply.  If the shipment is scaled within the minimum charges a scale ticket will not be generated.  The quote provided does not reflect the final price of your move as this is only a general quote. 

  
    Please be advised that the estimate provided is not included in this agreement.

   

  At no time did the client state that she was not comfortable with proceeding.  We do give each and every client a 24 hour cooling period in which she can cancel the move in case she is not comfortable with the charges.  At no time was this requested.

   

  On June 25th, the goods are picked up and we actually pick up more items.  An inventory of 63 items are picked up so 13 additional items that were added.  The client is NOT charged anything additional for these items and we move those items at no additional fees.  

   

  CNVL is only charging the quoted amount, plus applicable taxes.

  The currently outstanding balance is $2605.13 (including HST).  The client was offered 30 days free storage (starting from the pick up date) and today is July 27 and we were not able to perform delivery.  The client has gone over the 30 days free storage however, we have offered her an extension until August 4th to be able to take and accept delivery of her goods.  If we are not able to confirm and set up delivery a monthly storage fee would apply.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Worst company, please be aware. **** *** * ****. Upon getting out quote - that was from items I listed and a video I DECIDED TO SEND - my amount for an April move from Van to TO was $2456. I sent a video on my own discretion and they confirmed this would be near accurate. They then changed in 3 different emails the storage cost from $150 to $175 to $200. Giving them the address of my place the day before the movers got there, I confirmed again that my household could go directly to my home. They confirmed When they arrived, manners aside, they charged to box even a vacuum cleaner. Not the biggest issues, just added a quick $200 to the bill. Once things were shipped, no comms from them. I signed something as they quickly said they were done and to sign. Apparently, this was the entire contract the company has yet to show me again or be able to produce after 4 requests for it. Upon MUCH back and forth for 1 whole month to move our apt from Van to TO in which we were informed it would take 5-14 days PLEASE NOTE THEY MEAN FROM WHEN THEY BRING IT TO THEIR WAREHOUSE THEN THEIR WAREHOUSE TO ANOTHER WAREHOUSE. THIS HAS NOTHING TO DO WITH YOU AND YOUR MOVE TIME. THEY DO NOT SAY THIS ONCE. They then say it will be 5-14 days from their next warehouse. That hits a month. It took 30 DAYS from van to toronto. Before they would offload, I had to pay $3105 on top of booking deposit so $3605 when I was quoted $2456 with a video confirming. $1200 over the price we agreed upon. They said they wouldnt deliver without payment being made in 10 minutes from our call or I’d have to pay for storage (now upped to over $200 a month suddenly). I have items damaged and stolen from us. The company says they take 10 weeks to evaluate a claim. Items that were damaged and ******* **** **** ** ***** ****** *** ***** ****** ****** ******* ** ******* ****** ************** ****** ****** ****** *** *** **** **** ****** **** **** *** ******** ********* ** *** ***** 

  Business response

  21/07/2022

  Thank you for forwarding these concerns.  Canadian National Van Lines would be happy to respond.
  Quote: ******* submitted a list of the items to be moved along with a video of the general items.  In response CNVL did respond with a quote for her move based on that inventory list provided.  Based on an inventory of a total of 60 items, ******* received minimum weight charges on 3945 lbs.  She agreed and proceed to book the move.
  As for the mentioned storage charges – yes while the client was in the process of booking the move, the storage charges did go up and we did inform her of that PRIOR to booking the move.  We are not sure why this is even a complaint as this fee was never charged or added onto the billing.
  
  The client mentioned that when the crew arrived, they packed for $200 worth – that is not true.  The client has small loose items that would not make the crew had to perform some packing services.  This was a total fee of $75.00 + taxes.  Not $200 as the client mentions.
  When the crew arrived however, the client did have more inventory to be moved, and that was accommodated for at the last minute although the customer did not advise us in advance.  This resulted in a small increase in the price as the client did move more.
  Coverage/Claim
  The client was offered coverage PRIOR to the move taking place.  Coverage was clearly confirmed with the client and a confirmation email confirmed that we only offered basic standard liability coverage.  Each and every client has an option to purchase coverage before the move takes place.  In this case the client did not choose to pay additional premiums and coverage was not purchased.  The coverage the client had with the move was at the rate of 60 cents per pound per article with an applicable deductible.
  The claim was submitted with our office last month.  It was processed as follows:
  Total claim – 380 lbs @ 60 cents/pound = $228.00
  $228.00 - $425.00 Deductible = -$197.00
  
  Although the client is not eligible for a refund, CNVL would like to offer a credit of $50.00.  Please let us know if this is agreeable and we would be happy to send a settlement form.
  
  
  
  
  
  

  Customer response

  21/07/2022

  
  Complaint: ********
  
  I am rejecting this response because: I was NEVER offered insurance and they in person said they do not have insurance when I asked. They filled out anything with insurance as declined and that was never true. 
  They stole items totalling over $1000 which I need to replace. If they are able to have things go missing and the client not receive their property, that is a legal issue as it is theft  

  $50 to use their services again is basically like saying ‘come ride the rollercoaster we just had your son fall out of and die - we won’t do it this time!’

  Insanity and extremely illegal - or one would think 

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

  Business response

  26/07/2022

  We thank you for your response.  The coverage for the move was clearly confirmed in several ways with the client PRIOR to the move taking place.

  We confirm coverage in many ways to ensure that you are completely aware:
  
  Website – Our website has a detailed explanation of all coverage levels, of what’s included and what’s not and the coverage you can purchase
  Estimate or Quote – this you received as your initial contact with our company and it has explanation of coverage levels as well offer to purchase additional coverage
  Reservation/Booking – When you booked your move a confirmation email was sent to you outlining all of the important details about your move.  This document also had clear explanation of coverage and offers to purchase extra coverage.
  Paperwork – as a part of our service each and every client receives a copy of the Bill of Lading at both pickup and delivery times.  This document also confirms coverage liability and limitations which you or your assigned party would have singed at both pickup and delivery times.

  The email moving agreement clearly states the following in regards to the coverage.  We have also attached a copy of the emailed confirmation email which the customer received and responded to:

  In-Transit Coverage
  Basic Liability – Movers Liability is at a standard rate of 60 cents per pound per article based on Moving Industry Standards.
  Valuation Coverage – Valuation Coverage is available at the rate of $40.00 per every $1000.00 of declared value.  This must be pre-arrange and requested in writing at least (one) 1 business day prior to the scheduled moving date.
  Owner packed items – All owner packed items are at owner risk.  The carrier does not take responsibility for any damaged and/or loss of any and all owner packed items.
  Deductible – This is applicable once per claim at $425.00 regardless of the level of coverage.
  Third Party Coverage – We strongly recommends checking with your homeowners or rental insurance provider to ensure that you have proper coverage in place during transportation.
  Property Coverage – We strongly recommends checking with your homeowners or rental insurance provider to ensure that you have property coverage for origin and destination locations.  CNVL does not offer coverage for third party property damages.

   

  Despite the lack of coverage, we have still offered a refund as a courtesy.  We would still be happy to extend this offer.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Quoted $2090 to move contents of 8x8x20 sea can storage unit from Sicamous to Calgary. $500 deposit paid on Apr20. Very clearly indicated on quoting that I did not know specific contents in storage but could specifically list furniture items and boxes. I said there is other stuff in there and the best way to guess load size would be based on the fact that it is a 8x8x20 unit packed completely full. I went so far as to say that an 8x8x20 truck would not be big enough as it was packed tight. Was told it was ok that we didn't have specific detailed list, just do our best which we did. Told we would be given 24 hr window for arrival and 1 hr prior. Called May 3 for pick up May 4 from 2-7, arranged for neighbor to meet. Then called May 3 aft and changed to 8-3 pick up. Called May 4 indicating 30 minutes to arrival. My neighbor couldn't accommodate less than 1 hr so we asked storage operator to cut lock. Movers then stated they could not move contents as there were 3x the listed items. Now unit is left unlocked and unattended and we are 6 hrs away. ******** manager at CNVL was very rude stating we didn't give full list although I was clear about unit size on getting estimate. I asked them to take what they could fit and they said no. They offer to charge triple and pick up in a week. We only want our deposit back and do not want to use them now. Then she says she will charge additional $1250 for going there if we cancel. 2K for not getting our stuff moved. All we want is our deposit back but they refuse. It should be refundable since they said they could take the 8x8x20 contents and then denied this. They forced us to have our locks cut by not giving 1 hr notice. Then were rude and unwilling to offer a solution or take what they could fit. We are not paying 6k to move a storage unit. We want our deposit back and their A+ BBB rating removed as they have several BBB complaints and negative google reviews. They continue to scam. A+ BBB rating made us trust

  Business response

  16/05/2022

  We would like to thank the BBB for providing us the opportunity to respond to this customers complaint.

  ****** ********* contacted CNVL to request a quote for a move from Sicamous, BC to Alberta.  Prior to booking the move CNVL takes great care in ensuring that we provide all customers with accurate quotes/prices based on a detailed method that we use to gather details about the move.  CNVL was provided a very detailed list of the items that this client wanted to move.  The client had called in and provided CNVL staff with a detailed inventory of the items to be shipped.

  Upon receiving the list from the client, we took the time to email the list to the client with the quote which was put in writing.  The client approved the quote and responded back via email wanting to book the services.  At NO time did the customer mention that she didnt know the exact contents or that we were moving a 20 full sea container.  We have attached copies of the correspondence where the inventory list of the items to be moved is listed and where the customer approves the quote.  At no time did she confirm that this was a full 20 ft container.  The client responded simply providing the address for the storage facility and proceeded to send the deposit.

  It was clearly confirm with the client that the deposit is non-refundable and that the services are being reserved along with the truck and crew.

  The move was booked for a pick up on May 2-7th with a days notice and a confirmation email was sent to the client clearly confirming everything.  CNVL crew showed up on the scheduled dates to the pick up location and when the crew arrived they immediately noted that there was a full 20 ft container (we have pictures if needed).  The container was full to the top and it was much more than the inventory list that the client provided us with.  CNVL contacted the client to confirm that the move was much more than originally quoted and we would require much more space and labour to complete the job.  

  This is the inventory list that was originally provided to us:

  1 small sofa
  1 wooden dinning table
  1 bench
  1 king bed frame with mattress
  1 queen bed frame with mattress and box spring
  1 full size bed frame with mattress and box spring
  1 twin bed frame
  1 small office desk
  2 small nesting coffee table
  2 nightstands
  2 double dressers with 1 mirror
  1 Smoking BBQ
  10-20 boxes
  2 dinning chairs

   

  The client had much more and it was a 20 ft full container.

  The client refused to proceed with the move and wanted to cancel the move on the spot, stating that she did not want to pay more, although the move was much much more.

  We did notify the client that the deposit is non-refundable as the truck was dispatched to this location along with the crew and we can not offer a refund as the expenses of dispatching a truck to that location was much more.  

  As a courtesy CNVL would be happy to offer to perform the services, and apply the deposit for the services that we are still willing to perform if the client is willing to accept the new quote.  We also can transport only the items that were listed when acquiring the original quote if the client wishes to proceed and apply the deposit paid.

   

• Initial Complaint

  28/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Canadian National Van Lines & sub-contractor(s) used lost two major items during shipment of my goods from Winnipeg to Vancouver (office desk & bed frame). CNVL also over-charged me for the shipment by adding warehouse & storage fees totalling $425 due to the shipment duration taking longer than 30-days, which should not have been added as the estimate indicated shipment would be completed well within the 30-day limit for free storage. - Estimate for shipment cost of $1908.90: August 18, 2021 - Shipment timeline indicated as pick-up between August 26 - 30 & delivery between September 14 to 23, 2021. - Deposit paid: August 20, 2021 - Final agreement sent: August 21, 2021 - Pick-up: August 26, 2021 - Follow-up phone call to inquire about delivery: September 16, 2021 - Contacted for delivery scheduling: September 23, 2021 - Earliest date offered was September 29, 2021 (after 30-day window and well beyond the maximum duration provided at time of agreement) - Delivery of incomplete shipment after full payment of final charges ($2704.90 less deposit): September 30, 2021 - Missing items report responded to by CNVL: October 1, 2021 - Claim form submitted: October 18, 2021 - Claim response sent by CNVL with offer of $40 "settlement": December 30, 2021 (beyond the 10-week timeframe) - Several email exchanges in follow-up to claim response: January 14 - February 4, 2021 I called & emailed dozens of times to inquire about my missing items, over-charge, & claim response. CNVL refused to engage over the phone, preferring to email false & contradictory statements instead. There is a pattern with all complaints & negative reviews here, where major items from shipments somehow "go missing" & CNVL uses the loophole of basic liability coverage. My refund for lost items was calculated 30 lbs per item (they were charged at 150 & 200 lbs at time of shipment). Where do all the missing items from dozens of botched shipments end up?

  Business response

  07/04/2022

  CVNL was hired to perform a long distance move from Manitoba to British Columbia.  ***** ******** contacted CNVL for a quote to move household goods items from Winnipeg to BC.  Prior to booking the move CNVL did confirm that we only offer 30 days free storage starting from the pick up date.  CNVL also confirmed that as a long distance carrier we carry very basic coverage at the rate of 60 cents per pound per article for any missing and/or lost items.

  For storage – the client did not provide a delivery address at the time of booking the move. Once the shipment arrived to our BC warehouse dispatch did contact the client to confirm arrival of the goods and the delivery was scheduled as per the clients request on September 30th, 2021. As per the clients request the delivery date was reserved and booked.  This resulted in additional storage fees as the client did go past the 30 days free storage.  This was accepted and paid by the client at delivery time.  At no time a sooner delivery date was requested or were we contacted with a new delivery address until that date.  The storage fee is a valid charge.

  Coverage - CNVL did confirm that coverage for the move is basic as all movers operate in the same manner.  The coverage is at the rate of 60 cents per pound per article for any claimed items regardless if they are damaged and/or missing.  This coverage remains in place unless the client requests additional coverage.  ***** ******** did not request any additional coverage nor did he pay additional premiums for coverage.  

  Following delivery, the client submitted a claim with our office.  The claim has been accepted and processed based on the coverage the client had with the move.  As a result the client was not eligible for a refund.  However, CNVL did offer a refund as a courtesy and a refund of the warehouse handling fee as a courtesy to the client and in an effort to resolve the dispute.  

  please confirm if you would like to accept the refund offered and we would be happy to process it.

• Initial Complaint

  08/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired this company to move my household items from Calgary Alberta to Nanaimo BC in Sept 2021. * ***** **** ******* **** ******* ** **** * ****** * ****** **** *** *** *** *** ******* * *** ****** ***** They lost my double size bed frame and mattress along with some shelves to several book cases and several other items, and did a lot of damage to a bunch more items. When I called to complain they sent a form to fill in to make a claim. When noting happened I contacted them and was told claims could take up to 10 weeks. I checked several more times as they do not offer updates at all so you have no way of knowing if anything is happening. After 10 weeks I contacted them to complain that it was over 10 weeks and I still had heard nothing. The person I contacted said she would forward my email to the claims department. minutes later I heard from the claims department stating they could offer me $50. This will not even cover the cost of a replacement mattress let alone a frame and other lost items nor take care of any repairs. I doubt that anything will come of this complaint but it would be nice to get the cost of a mattress and frame, the cheapest which I can find is roughly $450.00... I would prefer an apology and refund but I am certain that I won't get that...* **** *** *** ***** *************** *** ******** ** *** ******* *** * ** *** **** *** ** *** **** **** ******** ********

  Business response

  19/12/2021

  CNVL would like to take this opportunity to respond to this clients concerns.  Ms ********** hired CNVL to perform a long distance move.  At the time when moving arrangements were made the client was offered options to purchase additional coverage as CNVL only offers basic coverage liability as all movers do.  As per the highway traffic act, the carrier can only offer basic coverage and offer options to purchase additional coverage at an additional cost.  We also strongly recommend that the client purchase additional coverage through heir own insurance provider.  This was all confirmed and offered to this client in advance of moving day to ensure that she had clear understanding of the limitations.  Ms. *********** did not purchase additional coverage or pay extra premiums

  Following delivery of the goods, the client did submit a claim and it was accepted and and processed based on the coverage of 60 cents per pound per article as per industry standards.  Based on the submitted claim there was no eligibility of a refund, however the client was offered a courtesy refund to settle the claim.  We still stand by this offer and would be happy to offer this refund to the client.

  We do sincerely apologize for any inconvenience that this may have caused Ms. **********.

*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. ↩