ComplaintsforMacho Movers Inc

• Initial Complaint

  08/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Price was over quote, slow moving movers, damage to my bed frame. Won't use again. *Movers sat in parking lot for long periods of time.

  Customer response

  08/09/2023

  I have not filed a damage claim with the movers and I would like them to replace my bed frame. It was about $600 and I purchased it earlier this year.

  I would also like to get $200 back because they sat in the parking lot for an hour.

  Thank you.

  

  Business response

  11/09/2023

  The customer was estimated for her move to take approximately 3 hours, and was made aware of our 3 hour minimum including drive time but that it is an estimate and we charge accordingly to the 1/4 hour for the time that it takes. At the end of the day it came to 3.25 hours with drive time. Upon the customer contacting us afterwards that she was not happy about the additional .25 (15 minutes) we did promptly refund her the cost of the .25 (15 minutes). At that time we were not told about any damages. Since then the customer has left a review stating these same concerns and we have reached out requesting that she contact us directly and to send us a photo of any damages that she is referring to. To date we have not been able to get photos sent to refer to and we have not heard back since last reaching out. As mentioned, we do have a 3 hour minimum which at the end of the day after the 15 minute refund is all that ended up being paid for this move. 

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this moving company on June 23rd 2023. The movers explained that I would be charged from the time they left the lot in Guelph to when they returned back to the lot back in Guelph. I understood and agreed. The issue arrised initially when I was waiting for the movers to arrive from Waterloo. They were sitting in a plaza parking lot for over 45 minutes. I assumed this was their lunch break on company time, since they had already taken several 15 minute ciggerett breaks while I was being charged. The othet issue came about when several of my items were left outside in the rain, causing damage, there is damages to my walls, floors, and belongings were not placed where they were supposed too. In total I was charged over $2100 paid in full prior to their departure for a 9 hour move, while the movers only worked 6-7 including the drive time. I also reached out several times to the company and never recieved a responce from the owner. I would expect a refund and compensation for the damages caused by the movers. I am hoping to settle this with the help of the BBB before the need to escalate this matter further.

  

  Business response

  06/07/2023

  Upon reviewing the truck logs for this day, the crew in fact did not stop for a 45 minute break at any point. 

  As for the damages - the crew has confirmed that she had other companies working in the house at the same time, including **** ****. They were there to move the couch, at which point they witnessed their company's crew struggling to get the piece of furniture in, and in turn, hitting the wall and door frame multiple times. That being said, there is nothing to note whether it was our crew members or one of the other workers that were present that day.

  The crew placed items where the customer requested they be placed. Many items were instructed to be placed in the basement. The customers were also told at the beginning of the move that because they were not properly packed by any means that we could not take on liability for the items as they were not packed in a way that could be easily stacked. The unload took longer than estimated due to the walking distance at the drop off location.  

  The crew departed from our lot at 8am, and arrived back at 5:15pm, while only charging from 8am-5pm. 

  Customer response

  13/07/2023

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

  Easyhome picked up the furniture from *** ***** **** but did not deliver any furniture.  Also, the marks were at the front door and along the stair walls, which only the Macho Mover dirvers moved belongings. 

  We were properly packed, I'm not too sure what they mean by "not packed properly"  as everything was in boxes. 

  I think this will be a mater of my word against the movers, since the owner or management was never present for the move. 

  It's unfortunate that businesses conduct themselves this way, and do not take accountability.  ** ******* **** ** * ****** ******** **** **** ****** ******** ********* ** ***** ********  

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

  Customer response

  17/07/2023

  I received a text from the owner stating that he would come fix the damage to my home, but its already been repaired at my expense. He has offered no compensation for my belongings, stating that they're not liable because my items were not packaged properly. He contacted me via text message after I left a review on his website, he proceeded to ******* *** ******** my personal business, and his wife left a negitive review on my businesses ****** page. 

  I can submit the conversation I had with him via text message if you'd like to see them but unfortunately he's not offered any compensation or a way to resolve this issue even after attempting to file a claim. 

  

  Business response

  24/07/2023

  The boxes were folded, collapsed and some not taped and open upon pick up. There were several belongings that were not in boxes which should have been in boxes. Our drivers called us when they had got there regarding the condition of the packing that was done and followed by telling the customer we were unable to insure the load because of the way it was packed.
  
  We offered to fix the wall even though we do not believe we caused the damage to the home. If damage is caused by us our movers would have mentioned it to the customer at the time of occurrence.

  We checked our electronic logging devices that are required by MTO which states we were only stopped in the willow plaza for 12 minutes. 1:14 - 1:26, unlike the the 45 minutes claimed. Our movers confirmed they did not take multiple 15 minute smoke breaks but quick 5 minute smoke breaks for the movers that did smoke. 1 of the movers does not smoke and he did not take smoke breaks.

  ********* had left a review on our website along with 7 of her friends all within in hour. We had reached out to ********* asking her to stop 

  Customer response

  24/07/2023

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

  Will you be offering a solution or just continue to argue/make excuses? I don't have time to go back and forth over this. The fact of the matter is I was charged for your movers breaks,20, 30 minutes, whatever it was, I was still charged. 200+ per hour. I don't feel the customer should have to pay for your employees addictions breaks. Also the damages to my walls needed to be fixed in a timely manner, I didnt have time to wait 3+ weeks for your response to "come fix them yourself". I'm not asking for a full refund, but I feel as though I should be compensated for the time I was charged for your employees to take their cigarette breaks, lunch break, and the damages. 

  If you are not willing to offer a reasonable solution to this, then I will keep the negitive review on the ****** page and continue to let people know my experience with your company. 

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

• Initial Complaint

  24/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We hired Macho Movers, Guelph, in March 2022 for our move on May 16, 2022, based on the written estimate and timeline provided by Kelsey. We took her word for the quote to be somewhat accurate, as she came to our home, did a thorough walk through and shared that she was once a mover herself. She quoted us between $2,400-$2,600 with 3 men, 28ft truck, between 10-12 hours. The men arrived at 8:30am - very nice guys. Around 2pm, the manager advised the truck was not going to be big enough, and he would have to order a second truck. An hour or so later, a second truck arrived. Jonathan (manager) said he would help us out with the pricing of the second truck, as it was now going to be a longer move. They finished loading around 4:30pm - and said they were going to get something to eat. Which obviously was fine, as they had been working non-stop. Our move was an hour's drive away. They arrived with both trucks and a 4th man (which Jonathan said he would cover), otherwise the unloading would take until the early hours of the morning. The movers were so tired, that by 11pm, things were being banged around, dropped, and scraped against walls and floors and boxes dropped. They eventually finished at 11:30pm. We received a bill for $4,100 - not the $2,400-$2,600 we had been quoted. Needing to keep our furniture, we paid the bill, but advised how unhappy we were with the service - and management for misquoting us in the first place. To add insult to injury, whilst my husband was in contact the next day to share his disappointment, they charged us a further $226, saying they did not calculate an extra hour in the morning. They charged from 9am, when it should have been 8am. So, the total bill was $4,326 - almost double the original quote. But what could we do, we needed our furniture! Never again would we use their service. ********************************************************************************

  

  Business response

  31/05/2022

  Business Response /* (1000, 5, 2022/05/25) */ Contact Name and Title: Brad V., CEO Contact Phone: 5198304974 Contact Email: **************@*****.com First off, we estimated(not quoted) the move at 2600 plus HST. This would have been 2938. The bill at the end of the day was 4356. 1.48X the estimate. Kelsey explained at the estimate that we are hourly and charge the hours to what is actually used. Secondly, the customer added on a full king size bed after the estimate we provided which voids out our estimate. With the king bed that was added on the day of the move we needed to bring a second truck to fit everything. Brad had called the customer and explained that because the extra bed was added that we would need a second truck which we discounted for an additional $50 per hour. The customer told Brad to go ahead with the second truck because she needed her things. We sent out a 4th mover at the offload at no additional charge. The original estimate to have 3 movers and a 28ft truck for 200 an hour was still an option for the customer but we would not be bringing the bed that was added on and told about on the day of the move. Everything else would have been moved like agreed upon. Our company is not responsible for the costs associated with moving items that were not part of the original estimate. The team that did billing the day before were tired and had mischarged the amount of hours. Normally they start at 9am, for this move they started at 8am. When they made up the bill they had made a calculating error in which we addressed the next day. I talked with all the movers which were on the move, nothing was damaged and everything made it to the new destination safely. We have spoken a couple times since the move and nothing was mentioned regarding scrapping floors, walls or dropping boxes. Kelsey did mention that in her original estimate with the customer that she had complained about every previous mover that she had move her. With that said, this complaint comes at no surprise. Another alarming statement in this complaint is when she says "Needing to keep our furniture" which is implying that we were going to keep the furniture? The furniture is the customers, we do not keep furniture hostage. We did the bill up after the truck was empty and everything was in the home. Consumer Response /* (2000, 7, 2022/05/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) To Brad's first point: I understand the difference between a quote and estimate. A quote is a fixed price, and an estimate is an approximate price. Note the word "approximate". Our written estimate was between $24-2600 - how is that approximate to $4,356!I guess we must speak a different language! What is the point in obtaining an "estimate" if it holds zero weight. Second point: yes, we added a 2nd King size bed - but I personally called ahead and advised them weeks in advance. So, Brad is lying that this was discussed on the day of. As they knew this in advance, they should have taken this into consideration before leaving the business. We do have marks and scraping on our floors, but that would be hard to prove as that is a he said she said thing. It is true that we have had a couple of terrible movers in the past, and did share our terrible experiences with Kelsey and Jonathan. However, as you may tell, we have never complained to the BBB before. This is a first for us. At the end of the day, word of mouth speaks volumes, and we will ensure that people know not to expect a written "estimate" from Macho Movers to mean anything at all - so there is no point asking for one. That was a waste of our time. What annoys me is that we accepted their services based on the "estimate", and I believed Kelsea as she said she was once a mover herself, so knew what she was speaking about. We are in our new home and happy. All I want is for other people who may look to use this company, to be aware that their written estimates mean absolutely nothing, and that at the end of the day, you have to pay then whatever they ask. Buyer beware!!!

*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. ↩