ComplaintsforFerguson Moving & Storage

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Ferguson Moving & Storage to help me: move-out of my house (June 19, 2024), store my goods at their storage facility, and then move-in to my new home (July 19, 2024). In the course of performing these services, several of my household goods were damaged (dining chair was broken, dining table was cracked, massage chair broken, many dents on my minifridge because it wasn't wrapped, many new scratches on furniture) . In addition, during the move in on July 19th, Ferguson caused damage to the flooring, and extensive dents/scrapes to the paint in my stairwell ceiling, railing and walls in my new home. I showed the damage to the team lead at the time of move in, to the Ferguson employee who came to inspect and take photos of the damage and in my follow up email correspondence with ******************, Ferguson's CEO. ***** tells me my only recourse is to make a claim through my home insurance, even though I paid for insurance through Ferguson. I have been in email contact with Ferguson since July 22 and I'm told we're at an impasse since I don't want to claim on my home insurance (and cause an increase in my insurance premiums).

  

  Business response

  28/08/2024

  Hi I just received this I believe it went to junk mail.

  We have resolved this with the customer privately and she has accepted a claim check.

  Including compensation for a massage chair that ended up being ok.

  The customer has said she wishes to no longer be contacted when we discussed returning the massage chair to her.

  Thx

  Lorne

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last July 2023, we paid Ferguson Moving to put most of our personal items and furniture into storage with them When we booked with them, Juville (their ***** advised that someone would be with the truck at all times, but while they were loading their truck, in the back alley of Cambie and Smithe St (where there are numerous homeless/criminals/drug addicts) they left the back of their truck unattended with a lot of our goods on and around the truck. We were alerted by our neighbor that there was no one with the truck, my wife **** went down and saw the person who was suppose to be watching the truck, walking from the parking lot of the ************** located on ***********************. She asked him where he was, he said he was on the other side of the truck which was a lie because she saw him walking back to their truck. We had our goods re-delivered by Ferguson at the beginning of June 2024. After unpacking all our boxes we've noticed some items missing. A sunglass holder, a dog biscuit container but most important is all our expensive pots and pans. A set of Mauviel 1830 pots and pans and a set of Kitchen Aide pots and pans. We have all the lids but no pots or pans. We didn't notice last year because our goods were in storage with Ferguson. This was caused by the negligence of Ferguson Moving's employee for leaving their truck unattended, with our belongings, in a very bad section of *********.

  

  Business response

  15/07/2024

  Hi, if someone stole items then we are happy to cooperate with the RCMP.  We are not aware of any evidence a theft had occured. We encourage the customer to file a police report for their missing pots and pans asap. In addition, please check all boxes in all areas of your home to ensure they were not simply put into a storage area for example

  Customer response

  15/07/2024

   
  Complaint: 21935502
  
  I am rejecting this response because: We have now filed a police report with VPD.  The file # is VA24-121110.  Now will Ferguson replace our missing items. 
  
  Sincerely,
  
  *********************

  

  Business response

  16/07/2024

  We are happy to cooperate in any way possible. If there was a suspicious event in 2023 it should have been reported to us and the police last year. We will do everything we can to assist and we do take this matter seriously.

  We will wait to hear from the police for any assistance we can provide.

  thank you. 

   

   

  Customer response

  17/07/2024

   
  Complaint: 21935502
  
  I am rejecting this response because the items were in the care of Ferguson Moving when they went missing.  We filed a police report  even though we feel Ferguson Moving should have filed it because they went missing while in their possession.  We did not find the items missing until June of 2024 (11 months later) because Ferguson Moving had all our items in storage at their facility in ****************  They went missing/stolen while in their possession.  As for any suspicious activity, the only thing of note was the fact that their employee left their truck unattended (in the back alley of ****** and Smithe) for a length of time which was confirmed by *********************** as she witnessed him coming through the ************** parking lot reception area after she was alerted by a friend in the building that there was no one around their truck.  We still want Ferguson to replace our pots and pans valued at 1,500.00.
  
  Sincerely,
  
  *********************

  

  Business response

  17/07/2024

  We were not aware of anything during the loading that was a concern. We gladly would have helped to go through the entire inventory if there was a concern vs discovering something missing the folowing year. With police reports, the person who is missing items is the proper person to file I believe. We've never had a theft of during loading in the city. We are committed to assisting to help. 

  Customer response

  18/07/2024

   
  Complaint: 21935502
  
  I am rejecting this response because: it sounds like they are calling my wife a liar.  Is she lying about one of our neighbors contacting her to tell her the truck was unattended?  Is she lying about seeing your employee coming down the driveway from the ************** and not around your truck?  We did not notice items missing until we unpacked in June 0f 2024, and I highly doubt that your company would have taken the time to "do an inventory" at the time.  If we had reported to your office last July that your employee had left the truck unattended (as **** had witnessed) what kind of action would you have taken.  In my opinion nothing. 
  
  Sincerely,
  
  *********************

  

  Business response

  22/07/2024

  Hi I understand your position. I didn't accuse anyone of lying it just would be good to have been told about a concern when it actually happened as time is of the essence. We really want to cooperate in anyway we can.   I thought a police file would be started so we can help. We have no visual evidence of Pans/pots  actually being seen taken.   It's entirely possible something else happened such as the box was donated by accident. Anything at this point is possible without knowing what happened. That's why if something suspicious happened we should have been notified so we could take action. Again I want to help if a thief ran off with a box I just can't  simply speculate. 

  Customer response

  23/07/2024

   
  Complaint: 21935502
  
  I am rejecting this response because: now you're suggesting we would "donate" an unopened box.  You can't speculate, yet we have all the lids to a set of pots and pans and no pots and pans.  You're employee left your truck unattended that was being loaded by your employees in a back alley in *********, this has been verified by *********************** who witnessed him coming from the ************** parking lot, we have unpacked all the boxes that were picked up and put into storage by Ferguson Moving, (nothing was left in the unit at *****************), you were notified as soon as we had opened up all the boxes you had in storage, and yet we have no pots and pans just lids.  I don't need to speculate, but its becoming pretty clear that Ferguson Moving won't accept responsibility for their employees negligence. 
  
  Sincerely,
  
  *********************

  

  Business response

  07/08/2024

  We are Willing to cooperate. a police report needs to be filed by the victim of any suspected theft 

  Customer response

  08/08/2024

   
  Complaint: 21935502
  
  I am rejecting this response because: we have filed a police report (even though the items went missing while in Ferguson Moving possession and we feel they should have filed it) Ferguson Moving has been advised that we have filed it, they have been given the incident number but continues to ignore it and us.  Here is the file number again for the 3rd time, VA24-121110.  I have also attached a copy of the lids we have in case they do not believe us. 
  
  Sincerely,
  
  *********************

  

  Business response

  19/08/2024

  Thank you for bringing this matter to our attention. We sincerely regret the situation youve described and understand how unsettling it must be to find items missing after your move.
  At Ferguson Moving & Storage, we take great care to ensure the safety and security of our clients belongings. However, as outlined in our terms and conditions, our insurance policy does not cover mysterious disappearances where there is no clear evidence of theft. In cases where items are missing, and there is no witnessed theft, it is necessary to involve law enforcement for further investigation.
  If you have already reported this matter to the police, please be aware that we have not yet been contacted by them. However, should the authorities reach out to us, we are fully prepared to cooperate and assist in any way possible.
  We understand this is a frustrating situation, and we are here to support you as best as we can. If you have any further questions or need additional assistance, please dont hesitate to contact us.
  Thank you for your understanding.

  Customer response

  20/08/2024

   
  Complaint: 21935502
  
  I am rejecting this response because: we do not "understand" your position.  You pickup our items and had them at YOUR storage facility and now we have items missing.

  What we do "understand" is that Ferguson moving does not care about their clients.  You have done everything to deny responsibility for YOUR companies negligence.  It seems like you are accusing us of making up the story of our missing pots and pans even though we have all the lids.  Are we trying to scam Ferguson by going out and getting lids.  The one excuse you came up with is laughable, "maybe we donated an unopened box".  We are a little more intelligent than give away unopened boxes.

  The police probably haven't contacted you because they have more important issues than try and chase down items that your company had in storage for 11 months and went missing when you re-delivered them.
  

  We thought that Ferguson moving was a reputable company, guess we were wrong.
  

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

  

  Business response

  20/08/2024

  Hi ******************, we're following the procedure as instructed by our insurance company. I know it's frustrating and if I were in your shoes I'd probably feel the same way. 

  I called them and they just won't recognize "mysterious disapearance" as a claim and require a police report. 

  If you'd like to reach out to me directly I can try to expedite the matter. I can see how this comes across and I do apolgize. If there was a theft it ***** for everyone but especially you. 

  Either way, I understand your frustration and I apologize this happened to you on your move. 

  Warm regards, Lorne

  cell **********

  Customer response

  21/08/2024

   
  Complaint: 21935502
  
  I am rejecting this response because: We have filed a police report (even though we feel Ferguson Moving should have filed it because items went missing while in their possession) and for the 3rd time it's VA24-121110 and it was taken by ***************************** with VPD.  We did not notice the items missing for 11 months because they were all in storage with Ferguson Moving.  After paying Ferguson Moving almost ********* for moving and storage we kind of expected better customer service.  
  
  Sincerely,
  
  *********************

  

  Business response

  21/08/2024

  Hi, thank you for the police file number. I submitted it but I am told it's going to be a slow process. In the hopes of concluding this today, I am willing to make an offer. Since we don't have evidence of a theft but you do have a concern the truck was left unattended, I would be willing to wait for the results of the insurance company myself without admitting wrong doing at this stage and send an etransfer of $800. Since this is a police matter I would appreciate the ****** review is removed as well. I am really sorry for your experience and I would like to make it right. I'll also add on $100 extra as an apology. It's frustrating for all of us but I understand mostly for you folks.  Warm regards, Lorne you can also text me ********** if that's easier. 

  Customer response

  22/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me finally after a lot of back and forth.
  
  Sincerely,
  
  *********************

• Initial Complaint

  27/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I contacted Ferguson Moving and Storage on the 22 of February 2023 to get a quote to move some boxes for me. In my opinion it was to much. I decided to go with another outlet. Since the original quote Adam has taken it apron him self to harass me. I have received no less then 3 text messages 6 phone calls, and 6 emails. Its only been 3 days. Enough is enough. I reached out for a quote, that does not equal a hire nor does it give you the right to bagger me like this. For those of you who want proof I can provide.

  

  Business response

  27/02/2023

  We have stopped communicating as desired.

   

  Thx 

  Customer response

  28/02/2023

  I wanted to inform you that I rejected the companys responce because they have not stoped comuncation. Hear is a forward email that I received from Adam him self yesterday. 

  

  Business response

  28/02/2023

   

  Tge date stamp on that email is Feb 27 922am. We removed the customer from the system as requested which was after the date.

   

  Thx

   

   

  Customer response

  28/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  22/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 30, 2022 a large Ferguson Moving & Storage moving truck and driver hopped the curb and parked in my hedge and pathway resulting in significant damage to my fence, railing, and electrical lighting. (Images of the Ferguson Moving & Storage truck and damage attached). I asked the employees to move the truck out of my hedge, but this was only completed at a later time. The Ferguson Moving & Storage employees made not attempt to inform me of the damage they caused, or remedy the situation. I informed the branch office of the issue first by phone, then by email on August 31, 2022. I have made several further inquiries since this date, but have had no efforts made by Ferguson to resolve the issue as of September 21, 2022.

  

  Business response

  22/09/2022

  Thanks for letting us know. We will follow up with the complainant.

   

  Regards

*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. ↩