ComplaintsforNumber 1 Movers

• Initial Complaint

  01/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  We reached an agreement with Number1movers last November to pick up some home furniture and 2 pairs of regular tires from my location in BC and deliver it to Ontario. While they changed the quote and charged me more than what agreed originally, they didn’t deliver the tires. I contacted them multiple times and up to this date after a year, I have not received my tires yet. I drove the whole summer with my winter tires as I didn’t have my regular tires till my winter tire was worn out. They have ****** my car regular tires and haven’t responded to me for their lack of responsibility. I’m filing a complaint against their misconduct and also ******** my property and not compensating me for that.

• Initial Complaint

  31/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We hired Number 1 Movers in June 2022 to move our belongings from Ontario to Alberta. Number 1 Movers stored our belongings while our Alberta home was being built. They delivered our belongings on August 8, 2023. Some of our belongings were lost and some were damaged. Vince from Number 1 Movers sent us an email on August 24, 2023 stating that they found 2 of our items. We have sent numerous emails and phone contact attempts to arrange delivery of the items found. We also registered the damaged items. They have not responded to our emails and our phone calls have gone unanswered. We would like assistance with getting our items returned and 1000.00 dollars in refund for the lost and damaged items. Replacement cost is a lot more than we are seeking but their refund policy is minimal. We paid Number 1 Movers 15,576.32 dollars.

• Initial Complaint

  15/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date: 27/1/2023 Total Cost: $6561.45 Service: To provide moving all furniture from Hamilton, ON to Calgary, AB Complaint: On receiving my furniture on 1/2/2023, there was aprox. $4700 in damages to my property. I complained and was told as I took out insurance, to send details of damages to recieve compensation for them. I also complained about the poor communication on handling the move. For 6 months I have been calling and emailing to request action on my claim for reimbursement for damages and poor service. Business Response: Refuse to answer any of my emails or return my calls. Only reply I have had is that they are busy and will deal with issue when they can. It is now 6 months from my initial complaint. Order number: Job *******

• Initial Complaint

  21/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This is to detail the *********** and ************** services received. I wrote Number 1 Movers a month ago (email and letter) asking for an explanation and partial refund and have received no response. I contracted with them in March to move me from Toronto to Victoria. I was promised delivery in 1-2 weeks. It actually took five weeks (March 27 - May 1). When my belongings finally arrived, I was told that the reassembly service I had paid for could not be delivered. They eventually reimbursed me but this caused me weeks of discomfort. What was worse is that some of my items were not in the truck, leading to more discomfort, distress and expense. Some of my large items were found in their warehouse in Hamilton and eventually delivered to me on July 16. Some smaller items and a valuable family heirloom chair are still missing. Furthermore, I am still waiting for an explanation as to why their estimate was $6826, my invoice was for $10 108 and my credit card was debited for $10 411. I would like your help in getting a response to my letter, a partial refund and a commitment from Number 1 Movers to find my missing chair. Job # *******

• Initial Complaint

  19/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had booked Number 1 Movers for a move on June 30, 2023. In the afternoon of June 29th this business cancelled the move due to "logistical problems". They promised a full refund of my $150 deposit. No refund has come even after repeated communications on my part and numerous responses from the company assuring me the refund would come. Now I get no response. I simply want my $150 deposit back since it is the company that cancelled me and left me having to scramble to find another moving company with only hours left in that business day of June 29th.

  Customer response

  22/08/2023

  Thank you for your work in response to my initial complaint against Number 1 Movers.  Yes, the company did respond.  Very soon after I contacted you and you connected with the company, I finally did receive my promised refund in full.
  
  I am grateful for your work on my behalf.
  
  Regards,
  
  ******* ******

• Initial Complaint

  06/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  July 3 2023 Movers booked to move 3 bedroom home, quote was made over the phone and online app was filled out with list of items needed to be moved . Truck showed up 2 hours late And half full of someone else’s stuff Their office was closed due to Canada Day holiday and I was unable to contact anyone, or refuse the delivery as I needed my home moved. Movers only could fit half of my house in their truck. I paid them for their hourly rate. The next day I contacted the office to get a truck move the rest of the house as I was losing possession that day and they would not so so, I had to hire another company to finish the job. I have contacted the office multiple times to speak to a manager about my complaint and have some of the move refunded as I had to pay another company to finish their job. They will not answer my call, leave me on hold for 30+ minutes, or give me any names or numbers of owners/higher ups I can speak to. I need help! I paid them $1400 I’d like at least $-6-700 back as half my home was not moved. Thank you

• Initial Complaint

  16/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  House hold shipment, we went with NUMBER 1 MOVERS ONTARIO. Moving house hold items from Niagara Falls ON, to Medicine Hat Alberta. Shipped on 29 May 2023. Expected Delivery Date Jun 06 2023. Till June 14 2023 not delivered. Initial price quoted is CD$ 1850.94 Now, they increase the price to CD$ 2418. Approximately.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I hired these movers for a cross-country move. I have a few complaints: 1) It is always impossible to get through to them - often, even after waiting on hold they don't even pick up and your call gets dropped. There are months that go by and no one answers my emails. 2) They describe the weighing process and then just didn't weigh our truck but still based our cost on their estimate - so why did I go through the trouble of paring down what to include, selling off furniture that I thought would be heavy and therefore expensive. SO frustrating. 3) The movers arrived to our new home at 9:30PM rather than during the afternoon window promised. They then hit the power box for the whole neighbourhood with the moving truck, causing a blackout for blocks and resulting in the police and a fire truck showing up. What a way to meet our new neighbours. The movers wanted to unload the truck that night (with no power including street lights) but we insisted they come back the next day. The power surge blew two large appliances for which I imagine I'll be paid 40 cents per pound. Infuriating. 4) During the move several of our pieces of furniture were missing and they tried to deliver other people's furniture to us. When we noted that items weren't ours they said "just keep them". We refused out of principle. 5) Numours upholstered items and a rug were stained with some kind of grease despite being wrapped in plastic, which speaks to them being dragged across a dirty floor, I imagine. Other items were broken, and numerous boxes were missing. 6) Going through the insurance claim process has taken half a year at this point, and when I can get through on the phone I get promised they'll get back to me in a couple of weeks to months and it never happens. I have been requesting a breakdown of my insurance claim for months and they say they are unable to provide it. I'm owed the insurance money and have little to no communication with the company apart from my repeated called to complain

• Initial Complaint

  04/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Moving date was April 28th, 2023. I was quoted $2300 for the job. Moving company sent a small truck despite having an email filled with details about what was to be moved. There was no contrition from the company. They didn't seem to think that leaving about one quarter of our things was an issue. They said we would have to pay for another truck and move the rest the following day at $120 per hour instead of the $209 that they sent for me to sign the morning of the move. Initially, there was no hourly quote. After much fighting back and forth while holding what items they could move ******* in my driveway in between threats of removing all of our items - I received a text that I now had to pay $3000 before the truck would move and if I didn't the truck was being emptied. My husband asked why the sudden increase and was told "because your wife was **** to the manager". I paid with a credit card while having a complete breakdown. One of the movers told me that I was the second woman he'd seen break down like myself in two days as this happened the previous day to other clients. We were not paying them another cent, so my husband had to rent a U haul, drive back to Dundalk, pick up a huge truckload of our stuff and give away items to the neighbours that just wouldn't fit. This cost another $700 + $114 in gas. It took 11 hours to get it done. The movers did not read the labels on the boxes and stacked the sectional in pieces on top of an antique couch. I spent the following 2 days just moving boxes to their specified rooms. A floor lamp was not wrapped as promised and sustained damage as did tables. Boxes marked fragile were crushed and stacked on and some pottery was broken. Online reviews support our experience which makes me think that this is their modus operandi starting with a cheap quote to secure the move and then intentionally showing up with a truck that won't fit everything into it only to charge you for another truck & another day of moving.

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Transaction dates: March 2 - 4 Amount quoted $2884.44 Amount paid under protest $6463.66 Commitment from company: Delivery with in 14 days - later verbally amended to 21 days, neither being met. Commitment of care of goods, also not honoured. ****** *** ******** *** **** *********. ** ***** ********** ******* ******** ** ********** *************.

  I would like to file a complaint against Number 1 Van Lines. Upon reviewing other complaints, I

  am certain this is not the first such complaint you’ve received.
  The full situation is that our moving coordinator was assigned to us in September for a move on
  February 27. December 19 was the date of our last communication from our original moving
  coordinator. Between then and early January, we regularly communicated with our coordinator
  to get a moving inventory uploaded and preliminary arrangements going. Some time after that,
  she left the company and no one followed up with us to let us know that our file was being taken
  over, nor was our file in fact taken over. Communications with the company in early February to
  try and ensure that our quote was as up to date and accurate as it could possibly be in order to
  allow us to budget appropriately was completely ignored.
  A phone call to the company two weeks later, and mere days before our scheduled move, led to
  a scramble to act as though nothing was amiss. Our new coordinator, Vince, who assumed our
  file during our phone call with him on February 15, stated unequivocally that they do not check
  the email address that they provide their customers for contact purposes because it requires
  them to open a separate program from their daily working one, and as a result our messages
  must have fallen through the cracks. The replies he sent then proceeded to ignore most of our
  questions. No attempt was made to update our quote based on multiple comprehensive
  inventories provided to the company. We were verbally assured that while it is an estimate, it is
  relatively accurate and should have minimal adjustment. A comprehensive reading of their
  contract revealed that there were multiple additional charge fees that could be charged to us as
  they apply. Some of these had been added to our quote, and others left off. Since they had all
  relevant information regarding our move available, and we had inquired to ensure that our quote
  was accurate and up to date, the assumption was that the additional charges quoted would be
  all that would be charged.
  Upon having loaded our move, we received an invoice for more than twice the quoted price,
  including nearly $800 in additional charges that should have been included in our quote, and
  represent the cost of doing business on their end. Our contract stated our quoted amount of
  $2884.44 - $300 of which had been paid as a deposit. Our final cost ended up being $6463.66.
  This amount was demanded in full in order to dispatch the truck to our new address the
  following day. Without full payment, we were informed that our items would be stored until
  payment was received, at additional cost to us, and that we would not receive our goods. Our
  possessions were held ******* against payment of an invoice that was grossly out of touch with
  what we were quoted and subsequently budgeted for. Any attempt to address this with them
  was rebuffed. Payment was made and promises received that our goods would leave Hamilton,
  Ontario the next morning, Thursday March 2 - with reasonable expectation of receiving our
  things over the course of the weekend.
  On Tuesday, March 7, we reached out to Vince for an update on when to expect our yet to be
  delivered goods. He then informed us that the truck broke down as it pulled onto the highway
  and needed repairs and that our things wouldn’t leave until that coming Thursday. Days turned
  into weeks, with multiple follow-ups, before our move was confirmed as dispatched on Monday,
  March 20. In conversations leading up to the delayed delivery, Vince explained to us that he was
  instructed by the logistics team to not inform us when the truck was detained due to mechanical
  issues. We received our things well outside of the promised delivery window. When the truck
  arrived, it was a detachable 53’ trailer, which could have been hooked up to any cab and
  dispatched. Despite this, they chose to not meet their contractual obligations after already
  having received payment. No amends were made for this, nor apologies offered.
  Several of our items were badly mistreated and would have suffered severe damage had we not
  packed our goods well and securely. Not all items were delivered unscathed, and it was very
  clear from the excessive damage to the majority of the boxes, bins and wrappings of furniture
  that no care was taken with our goods. Again, our overall damage was low, but not through lack
  of active attempts at destroying everything on the part of Number 1 Van Lines.
  When we asked our coordinator, Vince, to speak with someone above him we were told there
  wasn’t a single person and that he reported to a board of directors. We were told he held a
  supervisor position within the company. Later that narrative changed and we were told a
  manager would be reaching out to us.
  Having been promised for weeks to speak with a Manager, we had been calling their office daily
  until this manager finally picked up the phone by chance. We shared with her our complaints
  and frustrations, and communicated that we required a significant reimbursement to repair the
  wrongs in how our case was handled. She reached out with an “update” two days later stating
  that she was still working with her team to create an offer for us to resolve our complaint. This
  was on March 31. Despite several emails requesting further updates, as of writing this, none of
  our messages or attempts to contact this company has been answered. All calls have been
  screened and deliberately not picked up.
  Overall, our loss has been low, but we are out of pocket and were put in very difficult
  circumstances by a company that insisted that we meet our contractual obligations to pay them,
  and met none of their own contractual obligations. The breach of contract, of duty of care and
  blatant lack of rendering services that were paid for has never been addressed nor
  compensated. Additionally, the delay outside of the contractual delivery window led to a situation
  where it was more cost effective for us to acquire additional furniture to ensure livability of our
  home than incur costs otherwise for accommodation. Regardless, the extra cost to us was
  beyond simply paying more for services that our movers failed to render. We spent a lot of
  money for poor service and breach of contract on the part of the movers, and received no
  attempt at resolution from them.
  ** * ******** ***** *** * ********** ** ********. The only thing that sets them apart is that to
  a degree, you eventually receive some version of what was paid for. Had our quote been
  accurate to the eventual cost incurred, we would have been informed enough to decline their
  service. Had we known the way they operate upon having received this service, we would have
  never sought to engage it in the first place.
  

*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. ↩