ComplaintsforNumber 1 Movers

• Initial Complaint

  30/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I experienced terrible service and was overchared by $3,800. I did not receive 24 hours notice for pick up or drop off. For pick up, movers told me they would arrive between 3-6 pm then showed up at 10 am. For drop off, I received 3 hours notice and then the movers didn't even show up. Movers (pick up and drop off) did not take off shoes or put down blankets to protect the floors Original quote was for $3,200. Ended up paying $7,000. Original quote can’t be found by my moving coordinator to compare the original vs final quote. Quotes are sent through an online link to your customer profile, not emailed. Coordinator told me there was "a glitch in the system" so they couldn't retrieve my original quote. My estimated inventory weight was higher than my actual weight, so price should have gone down. Inventory list was sent 3 days after my items arrived. Should have been sent prior to movers arriving so I could track items as they were dropped off. Terrible communication from coordinators when I had a question, needed items sent to me, etc. But they were quick to contact me when they wanted money from me. Additional fees I have questions about, total: $903.01 - Shuttle fee, $534.06, to bring my items to distribution centre. This was not included in my quote. - Long walk fee, $150. Distance was not more than 75 feet from door to truck. Movers did not measure/did not discuss this with me. - Materials, $48.65 for wrap and tape. One item (chair) was wrapped. I had wrap and tape and offered it to the movers - they said not to worry, they would use their own supplies. - Credit card fee, $170.30 - coordinator told me I would not be charged. When I was charged it was promised that it would be refunded. It still has not been refunded months later. - My deposit is missing from my invoice. That’s an additional $300.

  Business response

  12/04/2023

  Thank you for taking the time to write and express any concerns and issues you have had with the service provided. We take complaints and feedback very seriously in trying to better our business. Looking over your file, I have been able to see the communication between you and the company, your relocation coordinator did in fact provide updates on when the pick up would happen as well as the driver being in contact with you. 
  In regards to your invoice, the coordinator also explained why the increase happened, the original estimate was based on 1500lbs while once your items were actually scaled it came to 3070lbs, this is what caused your estimate to increase. They also explained that the inventory you submitted does not reflect the actual price. The email was as follows; 

  
  Hi,
  I believe there's been a miscommunication - when you put in your own inventory it's known as a "declared" inventory. The "declared" inventory will show it's weight on your quote once you've finished, but your price has -not- been adjusted for that weight, or your quote at that time would also have gone up substantially.
  Your quote is only adjusted once we've scaled it.
  We don't use "declared" inventories because the reasons previously mentioned, as well we do many moves where the declared inventory was either done too far in advance and they've down sized, or wasn't fully completed, and it would be egregiously incorrect to surprise clients with a bill that is entirely fabricated.
  I hope this clears things up.
  

  With the delivery, we do agree that there should have been better communication given on when the crew would be arriving and that they should have made contact with you earlier with any changes. 
  Although we do understand your frustration, we would like to definitely make this right for you and have your credit card fee sent back to you immediately, any additional compensation can be discussed with our customer service representatives. 
  

  
  

• Initial Complaint

  28/02/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  The following sets out a complaint against Number 1 Van Lines of Hamilton, ON. In the process of a long-distance move of my household effects, which after a delay arrived on January 20, 2023, several valuable items were found severely damaged. Some items were non-functional and/or entirely broken. One box containing kitchen items is still missing. A damage report, including an itemized list with photo documentation, was immediately filed with the movers and an extensive email and telephone exchange has now been going on for over a month. Only one other missing item has since been restored. No damage settlement, although promised repeatedly, has followed yet. No amount has been mentioned yet either. Hence, as I advised the company, I am seeking the help of BBB to achieve an immediate and appropriate reimbursement that reflects the actual value of damaged items and, in the case of some items, the replacement costs. Reimbursement should also include a refund of the actual weight charges for the long-distance move of items that arrived non-functional and/or broken.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I’m writing in reference to the moving services provided by company named Number 1 Movers. We hired them to move our belongings from North Vancouver, BC to Kitchener, ON. I chose tthem as they guaranteed approximately 2 week delivery time. They picked up our belongings on October..., 2022 and it took them 6 weeks to deliver (30th November 30, 2022). We have been charged much higher than the original estimate. It was non-binding and the final quote depended on weigh , but it was unreasonable high and we were wrongfully charged for unexpected fees namely: re-pick up fee, a stair fee, a long walk fee. They did not informed us before signing the contract about additional fees. I couldn't find the fee policy anywhere, and when I asked about it, I never got an answer from them. This is a hidden cost . They add the policy a day before delivery! As for the final price, it was much higher than quoted. The estimated quote was $4,832.20 and I received the invoice for $7,512.44. Its almost $3 000 more than estimated. Our belongings could weight more than assumed, but the amount we were charged is unreasonable. As mentioned, the invoice has a grand total of $7,512.44. However, we’ve been charged $8,001.2 ($300 deposit + $3727.13 + $4149.07 CC charge on Nov 10th + $4,149.07 CC charge on Nov 29th - $175 refund). I emailed them asking about a discrepancy of $488.76 between total charges and the grand total on the invoice. As of this day, I have not received an explanation, much less a refund. I think that I have been wrongly charged and I request a refund for the service and to compensate longer than expected delivery time and lack of customer service. I feel you should, at the very least, refund the sum of $ 969 (re-pickup and stair fees + HST and charges over the invoice grand total) and $ 1000 refund, making a total of $1969. Also, all communication was done by email. This is a lot, I can provide it on request. Thank you, ********** **********

• Initial Complaint

  07/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We hired number1 movers, to move our belongings from Ottawa to Shediac NB, to be delivered Feb 2022, When the items arrived, about half of the items were never delivered. We were told they would be back with the remaining items, the other half that were delivered were very damaged. At the time we were told they would take them to have them repaired, broken glass, wood doors broken. These were never fixed, or returned. After months of chasing for the remaining and very sentimental items, being told they were being shipped, then didn't arrive, then saying they were in Nova Scotia in storage. I asked to pick them up myself, and multiple times on the day I was meant to meet at the storage, they never responded. We have filed for insurance on the items missing and broken and were told it had been approved and the money would be transferred. Once again this has never happened. We paid 14,000 CAD to have these items moved and delivered. Therefore they did not do what they were hired for and I would like my money back at least in part! This is terrible business and down right theft of my belongings and my time. Damaged items: Large Red Chest/Cupboard (Main door, the actual wood was broken right through the middle, not repairable) (300 lbs) Framed Painting (glass broken and frame destroyed) (10 lbs) Large armrest chair, leg broken off. (75 lbs) Large oak TV unit, broken leg and multiple scratches. (500 lbs) Large Corner Cabinet, glass doors broken (200 lbs) Missing and never received items; Large Brown Oak Cabinet (250 lbs) Large 10 x 12 oriental rug and slip (100-125 lbs) ($2500 value) 2 mountain bikes (apx 75 lbs) Antique chair (50 lbs) 2 large moving boxes (100-125 lbs) large wood side table ( 100 lbs)

• Initial Complaint

  25/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Folks, my mother (a 94 y/o) hired Number 1 movers out of Hamilton Ontario, to relocate her household items from a Chartwell in Nepean Ontario, to a Chartwell in St. Albert Alberta. The items were picked up in Nepean on the 18 October and a promised delivery of no later than 28th Oct. This delivery did not happen until first week of November. There were found to be items damaged beyond repair and items not delivered (read lost). On behalf of my mother, I have been in contact with Number 1 Movers on several occasions, all to no conclusion. Calls, texts, emails, not returned. Updates having to be chased down. I claimed (thru their process of emails, texts, phone calls) damaged items but as of the writing of this email, have heard nothing. The last call made I discovered that the gentleman (Blaire), whom I had been dealing with, was no longer an employee of this company. During a conversation with Blaire, he had stated that Number 1 Movers would do everything in their power to find the missing items The woman who "took his place" is named Jennah. We discussed the situation and she told me she would deal with it. I sent her the weights and pictures of the damaged items, and approx. weight and a list of items they have lost. I feel they have been given every opportunity to deal with this. Now I am fed up and would like some help in getting this company to honor their promises. It has been almost 3 months since the move was completed and this process started. There policy is we had to file a claim within 30 days of completion of the move. This was done. Please help.

  Business response

  16/03/2023

  We would first like to apologize for the inconvenience and hardship this experience with our company may have caused. It is not in our best interest or intent to delay clients or damage and lose their belongings. Most importantly, we apologize for the lack of communication and neglect that you have faced with our customer service team. We are continuing to improve and find the right team to help bring our company to a satisfactory level. 
  Looking over your file and communication with our customer service team, we have viewed the weights you have provided and are offering you $200 in compensation. This is over what the weight would cover for you but we would want nothing more than to make this situation right for you. If this amount is agreed upon, we would have that sent out to you immediately via e-transfer, we would just require the correct email to have it sent to you. 
  Again, we deeply apologize for the service that was provided to you. 
  
  

  Customer response

  16/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: We have been waiting for response since December and it took an intervention to get a reply. We heard numerous times through phone conversations that this matter was going to be looked after and it wasn't. To offer us $200 for the weight of items damaged and tell us it's over the amount that should have been paid is a cop out. There was no mention in the response of the lost items and what they intend to do about them. The items lost were of great sentimental value to my mother. I was told back in December that your company would continue to search for the items and keep us informed. This has not happened.

  I acknowledge that your claim forms give us $0.60 /lb. But based on the frustration levels, lack of contact and overall "we got her money, so whatever" attitude, I feel my mother deserves a much better offer.
  
  Sincerely,
  
  ********* ******* *** *** *******

  Customer response

  14/04/2023

  ******** I want to thank you for assisting me with this journey. I feel like my aged mother was taken advantage of.
  
  Suffice it to say, since we have the option of changing our minds on the $200, if it is still an option, we would request to be reimbursed the $200. At least she gets a little something after all is said and done.
  
  It angers me that a company like this can get away with this kind of customer treatment, with very little consequences.
  
   
  
  But, it is what it is…..
  
   
  
  So, yes, we will accept the $200 as was offered, then close this case as far as we are concerned.
  
   
  
  Just let me know the process to get the funds.
  
   
  
  And again, thanks for the help.
  
   
  
  Ian Waddell
  
   
  
   

• Initial Complaint

  19/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  • Contract: #*******, signed July 14, 2022 by David Robinson • Amount paid: $26,688.31, compared to original estimate of $11,195. • Committed services: a smooth move from Hamilton ON to Nanaimo BC • Nature of dispute: The moving company has caused us to suffer significant damages as a result of 1. emotional distress caused by “untruths, delivery delays, broken promises, and lack of timely communication; 2. personal belongings damaged with no offer of restitution despite sub-mitting our claim 3 times; 3. personal belongings missing and never delivered with no offer of restitution despite submitting our claim 3 times; 4. Egregious overcharging based on the cubic footage truck capacity as documented by us in multiple emails including pictures; 5. failure to comply with the terms of the agreement by not providing evidence of truck weight or volume; and 6. negligence in performing the duties expressly committed to in their contract, original proposal and their web site. • Movers response: 1. We have submitted our claim 3 times since September and still have not received a settlement offer. Our last re-submission was November 24th 2022 with no answer as of December 17th, 2022. 2. Our suggestion regarding truck size and capacity that would resolve the egregious overcharging has been rejected by an email dated November 18th, 2022 indicating that no mediation or discussion would be had regarding the cubic footage issue.

• Initial Complaint

  13/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Document Details:

  On June 17, 2022 I spoke with Andrew C* from Number 1 Movers about moving our belongings from Vancouver to Toronto, and keeping them in storage until my husband and I found a place to live. He provided us with an estimate of approximately $10,000 for the total move, with the understanding that the total could change based on the weight of our belongings and the total number of months we required storage. We were assured by Andrew that Number 1 Movers is one of the moving companies in the country with the fewest damage claims, and that they cared very much about safely delivering peoples’ belongings to their destination. If you call their number, they even state this in their on hold message. I researched the company and did not find anything contrary to what we had been told. The cost estimate was in the middle of the estimates that we received for the move, so we booked our move with them on July 7, 2022. We were assigned a Relocation Coordinator named Julianna.
  
  Julianna was helpful, and advised me on how to pack our belongings for the move. I followed her advice, and we had everything except our furniture packed as requested for July 7. We were told that the moving team would wrap our pieces of furniture properly for the move (please see the screenshot of the document that lists everything the company would provide for the move). On July 7th, a team of three movers arrived to pick up our belongings, and took over 8 hours to wrap and move a 1 bedroom apartment. They took a lot of breaks and had only one person who was effective in wrapping and moving our belongings. When I moved previously, it took less than 4 hours for the movers to wrap and load my belongings. We let the company know that they took a very long time, and they charged us for 6.5 hours instead of 8.5 hours of time to wrap and load our belongings. 
  
  After we arrived in Toronto and found a place to live, I emailed Julianna to let her know we were ready to book to have our belongings delivered to our new home. After not hearing back from her for a week, I phoned the company and learned that she had left. The company did not assign us a new Relocation Coordinator when that happened. At the end of September, I booked with the company to have our belongings delivered to our new home on October 7, 2022 and paid the remaining total for our move in full which was $9,847.83. The company said they would not deliver belongings unless the total was paid in full prior to delivery day. 
  
  On the morning of October 6th I had not heard about confirmation that our belongings would be delivered the next day, so I called and spoke to someone who said we were not on the list and that he would call me back and let me know if our belongings would be delivered on the 7th. By the late afternoon, I had not heard back from the company, so I called again and was told they would be there on the 7th in the morning. 
  
  On October 7th at about 10:00 am, the moving team arrived with our belongings. Almost immediately they noticed that many of our items had been very badly damaged. They informed us that this was not normal moving damage, and assured us that the company would pay to have everything repaired. They said that there was someone in the warehouse that was damaging peoples’ belongings, and that this was not the first case of bad damage. In fact, someone had even tried to glue our antique china cabinet back together, and so now, in addition to the damage, it has globs of dried glue on it. I called Number 1 Movers immediately to report the damage, and Jennah said she would take our case since Julianna had left the company. Jennah asked that we send her photos of all items that had been damaged, so I did that immediately, along with descriptions of the damage that was done. I inquired why no one had contacted us to let us know our belongings had been damaged. Obviously someone noticed the damage when our furniture was in their warehouse since they tried to glue our china cabinet back together. Jennah agreed that we should have been contacted.
  
  After waiting for a response for over a week, I emailed Jennah and got no response from her. I phoned the company and was told that Jennah was sick, and that she would be in touch the following Monday. A couple of weeks later, I still had heard nothing from Jennah, so I phoned the company again. The person I spoke to (Brian or Bryce?) was rude and confrontational, saying that no one in the company would damage furniture, and that they would never try to glue it back together and not report damage. He also said that Jennah was still sick. I asked if we could be assigned to another Relocation Coordinator, and he avoided answering the question.
  
  The following week, my husband and I phoned Number 1 Movers again to try to speak to a manager to get some resolution to the issue. Jennah answered, and after a long time on hold, she transferred us to Vince, who we were told was a manager, but then he told us he was not a manager. Vince kept telling us that they only have insurance that pays $0.60 per pound, and that that was all they would cover. He also told us that they EXPECT to damage peoples’ belongings during a move. Vince also told us that the moving team that delivered our belongings likely apologised and said what they did because they did the damage and didn’t want us to blame them. I do not think it was the team that delivered our belongings that did the damage because the wood glue someone put on the china cabinet was dry and cured at the time of delivery. We told him that the $0.60 per pound was unacceptable because the damage done to our belongings was not just a few scratches, but was excessive and was mostly to the items that the company wrapped for moving, except for the glasses in the box that was kicked. Many of the other boxes were also badly damaged, but the items inside were fine because I packed them very well. The majority of the items that were damaged were not in our control to protect because they were the company’s responsibility to wrap for moving. The damage also appears to have been deliberately done to specific items (solid wood antiques), and someone in the company tried to cover it up by gluing one of them back together. Part of the piece that was broken from the china cabinet is also completely missing and will need to be reconstructed.
  
  In addition to the damage to our items, the movers showed up with part of a barbeque, a large scale, a heavy metal pole, and some other items that were not ours. We told them that those things were not ours and they took them back, but they did leave a box of personal documents that we feel uncomfortable having in our possession because they are not ours. We let the company know that that box was left at our place on October 7th, and they said they would send someone to pick it up. It is still here in our possession, even though I have requested numerous times that someone pick it up.
  
  They requested a list of the items that were damaged along with a weight estimate. I have ******** the list of damaged items that we forwarded to the company ** *** ***********. Most of the items that I packed in boxes are fine, except for a couple of glasses that were broken where someone kicked holes in the box (****** ********). Many of the pieces of furniture that the company wrapped were badly damaged. Especially heartbreaking are four antique pieces that are family heirlooms, my china cabinet, my dresser, a telephone table, and a side table. I got estimates to move those pieces to an antiques restorer, repair them, and return them to our home, and would like the company to pay for the cost of restoration for them as well as transport to the restorer and back (approximately $2800). I have ******** the estimates for this. Our brand new mattress, and brand new couch were also damaged. Many other pieces of furniture suffered less serious damage. 
  
  On November 22, 2022 I received this response from Jennah:
  
  Hi *******, 
  
  I spoke further with management and they have advised our insurance policy is strict on weight base and unfortunately we don't replace the value of the item or repair the damages at full cost.
  
  With the weights you've provided, your reimbursement based on our policy would be $458.40. Management has advised that they will raise it and send forth $700 as we have reviewed your damages and I have advocated that we should do more and they've agreed as well.
  
  We send reimbursements via e-transfer, so if you kindly can confirm the most suitable email address for you I can have that sent forth to you this week.
  
  Warmest Regards
  Jennah K.
  Number 1 Van Lines 
  
  With this email, the company has admitted that they are responsible for the damages done to our furniture by agreeing that they are responsible for more than the $458.40. The $700 they have offered is unacceptable and insulting because it does not even cover the cost of getting our furniture to the restorer, let alone the cost to repair the 4 damaged antiques. It also does not come close to covering the cost to repair any of the other damages that were done to our furniture. In all the times I have moved, I have never had my belongings treated so badly. The policy of moving companies in this country allows them to be careless and damage peoples’ belongings without having to take responsibility to pay to repair the damage they have done and make people whole if they are careless. We have been very fair in requesting that they pay to repair the damaged antiques and offering to repair the rest of the damaged furniture ourselves.
  
  I am unable to set up my kitchen because my china cabinet is damaged, so I have my dishes on bookshelves, and my books are still in boxes. I am unable to fully unpack and set up my bedroom because my dresser is badly damaged. Number 1 Movers has made this move very stressful and difficult, and has impacted our lives very negatively in more than one way. I would like for the company to pay at a minimum the $2800 to have my antiques sent to the restorer and repaired so we can move past this and set up our home. Our Quote # is *****, we were not provided an Account number. I have also ******** screenshots of the contract that details what the company includes in the moving estimate. In addition to the damaged items, I have ******** photos of the condition of the boxes so you can see how badly our belongings were treated. All boxes were new prior to being moved. Since I packed everything well inside the boxes, there was only minimal damage to a few items inside them. It was the main pieces of furniture that suffered the greatest damage, the ones that the company was responsible for wrapping.

  Business response

  16/12/2022

  I have had time to review this case and understand deeply the disappointment you have had in regards to the damages. Having important and valuable items of yours damaged is completely unacceptable and is a lack of incompetence on our movers part as this should have never happened. We try our best to avoid these situations and are always finding and training new people to do the job properly. 
  

  We are pleased that the boxes only had most damage on the exterior which is common in these long distance moves as cardboard boxes are not as durable as ********** bins, we are pleased that you have worked with Juliana and taken advice on how to protect your items inside the boxes. Exterior damages on these boxes are caused from stacking your belongings in order to fit all your items on the trailer as well as making enough space to accommodate other families and sometimes this causes minor dents and bends to the boxes, it is also important to consider the vibrations and movement of the trailer driving across Canada to reach your destination. As much as we try to avoid damages, sometimes it is unavoidable which is why we have coverage in place for it.  
  

  In regards to the compensation, our coverage along with every other moving company in Canada is the same. It is .60lb per item not the actual value of the item. This is why we send out our insurance policy document to all clients prior to picking up their items so that they are aware of our coverage, which this client has signed off on. Based on the weight the coverage would have been $458.40 but Number 1 Van lines is trying to work with the client to compensate more even though it is not required as per our contracts as we do feel the clients frustrations and are wanting to work with them. Unfortunately this is the best we can offer the client and are willing to send it out as soon as the client agrees. 
  

  
  

  Customer response

  17/12/2022

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

  The business has admitted incompetence on their part, and has admitted that the damage done to our furniture should never have occurred. 

  While the response focuses mainly on the damage to the boxes, that is not what we are asking them to compensate for. I pointed out the boxes to show the extent of the damages done, and that for the items that I had control to protect, I was able to minimise damages. I would also like to point out that the plastic ********** containers that we used suffered as much damage to them and the items they contained as the cardboard boxes. This is, however, not what we are asking compensation for.

  We are asking them to pay for the repair in full of the items that we did not have control to protect, but for the items that they were responsible for wrapping properly and protecting. We request that the company pay for the safe transportation of four pieces of antique furniture to the restorer and back to our home, and for the restoration of those four pieces. I have ******** the estimates for the repair of these pieces with this response. I have also ********** images of the four pieces that were very badly damaged.

  When I booked with the company I asked if we could purchase extra insurance. I am not sure why this is not an option. The insurance policy of moving companies in this country is greatly lacking for the damage that can occur to peoples' belongings. It allows the companies to be careless with other peoples belongings, and then take no responsibility when they are badly damaged. The damage done to our belongings is unacceptable, and the company's proposed solution is equally unacceptable. The damage done is obviously due to carelessness and incompetence by the company, and there was nothing we could do on our end to prevent it.

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

  Business response

  21/12/2022

  We appreciate your feedback and understand your frustrations. Although we agree the damages should not have occurred, unfortunately it does happen. We understand you wanting us to pay for the full repairs but as stated before, we do not cover this, our insurance is .60/lb which you have signed off on. I will attach the document of our insurance policy which you signed which clearly states we do not cover the value of the item as it is weight based. It also does mention that you are more than welcome to look for extended coverage if you do not only want to be covered by ours as it is the basic insurance. 
  We have offered you over the compensation that would be given based on weight and are still willing to have it sent to you, at this time if you reject this offer then there is nothing more that can be done at this time, we hope you can agree on the compensation of $700 and have this claim settled with you. 
  
  

  Customer response

  23/12/2022

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

  We feel like we have no other option but to accept the $700 offered by the company, yet do not consider this a satisfactory resolution to the issue. We are very unhappy with Number 1 Movers, and has caused us great anxiety and exhaustion. We regret booking our move with this company. The company has admitted fault, carelessness, and incompetence and still refuses to meet us part way with an acceptable resolution. We are only asking that they pay for the repair of four items that were damaged to the point that they are unusable (and that someone in their company tried to cover up damaging by gluing pieces back together, which is unacceptable). When we booked our move with Number 1 Movers, we inquired about purchasing additional insurance coverage through the company, and were told they did not do that. We also inquired at numerous insurance companies about extended coverage for the move, and every insurance company told us that no such coverage existed. By telling their customers to purchase additional coverage that does not exist through an insurance broker, the company is making false representations. The $0.60/lb coverage is outdated (it was a policy that was instituted decades ago) and barely covers a fraction of the cost required to repair damages done today. It allows moving companies to treat other peoples' belongings badly with little to no responsibility to treat them with care and repair the damage they inflict on items. Better insurance policies offered by moving companies should be required by law that reflect something closer to the costs of having damaged property repaired today if damage should occur.

  We feel our request to have cost of repair for the 4 very badly damaged pieces of furniture covered by the company is reasonable. We have taken on the cost to repair the rest of the damages ourselves, or to replace other items that were damaged beyond repair on our own. We are taking care of the majority of the damages on our own, and would have liked the moving company to step up and cover just a small portion of the total cost. In addition, we purchased insurance for approximately 6600 lbs of furniture and belongings, and they are only giving us compensation for about 700 lbs. Since we have coverage for far more weight, we do not see why they cannot cover the cost or repairing our antiques.

  In addition, we would like the following on record:

  When we booked our move with Number 1 Movers, reviews online of this company were very good. A great many reviews in the last 4 to 5 months are poor, and show that there are many people who are having the same issues with the company that we are.

  On the day our belongings were delivered to our home, a box of someone else's personal documents was left in amongst our boxes. We noticed it after the moving team has left, and reported it to the company right away. We have called and emailed the company numerous times to come and pick this box up and return it to the owner. They say they will come and pick it up, and in almost 3 months they have not even contacted us to make arrangements to do so. We will be looking for alternate methods to return these documents to their rightful owner. We have read complaints from others who used this moving company and are in the same situation.

  When responding to us through the Better Business Bureau, the company is polite, but when we call them or email them ourselves, many of their employees are rude and dismissive to us. Their polite responses here seem to be an attempt to make the Better Business Bureau believe that they are open to resolving issues in an amicable manner, but they really are not.

  Moving with Number 1 Movers was not easy and stress-free, as they promised, but has instead been a stressful and heartbreaking experience. Three months after moving into our home, our dishes are still on bookshelves in that I set up in the kitchen because the China cabinet is broken and unusable, and we still have clothes in cardboard boxes because the dresser is badly damaged and also unusable. My books that I need for work are also in boxes and I am not able to easily access them because the bookshelves that they should be on are holding dishes. The company falsely represented their services to us.
  
  Sincerely,
  
  ******* *************

  Customer response

  23/01/2023

  I would like to give you an update about the situation with Number 1 Movers. 
  
  It has been one month since we agreed to the small amount of money they offered that covers maybe 5-10% of the cost to fix the damages they did to our belongings. The company has not sent us the money they agreed to. I have contacted them three times because we need it to help pay for the repairs to the damaged antiques. Every time, I have to call the company multiple times because they hang up on me. Eventually someone will answer the call. They are passive aggressive and only will say that they are processing the claim, but they do not let me know when we will be paid the money. Vince is usually the one who talks to me, and he always promises to call me back and let me know when we will receive the money, and then I never hear from him until I call again. We had to pay the total for the move up front before they delivered our belongings, and now it seems impossible for us to receive even a little bit of money back from them as compensation for the damages that they caused to our belongings. They continue to make a difficult move even more difficult purposefully. It has now been almost four months since we moved into our house, and because of them, we are still unable to unpack our boxes and set up our home.
  
  Would you please add this information to the file. We are greatly saddened that we have no recourse with this company and that the additional expenses will end up coming out of our pockets for something they are responsible for.
  
  Thank you.
  
  All the best,
  ******* *************

• Initial Complaint

  14/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My complaint concerns my long-distance move between Vancouver, BC and Toronto, ON, with Number 1 Movers. The pick-up date was agreed for July 12th, 2022, in Vancouver, with the agreed delivery on July 22nd, 2022, in Toronto. However, I only received my belongings on August 4th, 2022, after stressful weeks of poor communication from Number 1 Movers. Many emails remained unanswered for up to 5 days. The only way I succeeded to speak with someone on the phone was by using the phone number to organize a new move. Less than 24h before the agreed delivery date (July 21st) Number 1 Movers still had not told me if they were going to deliver my belongings or not. My belongings only arrived in Ontario on August 3rd. Hence, on July 21st, they should have known without a doubt they would not be able to respect their engagement. Many valuables items were broken. I submitted a claim as per the instructions on Number 1 Movers’ contract. However, Number 1 Movers never answered my claims. I believe Number 1 Movers should cover the cost to replace my TV (around 900$) and the coffee table (229.59$) they broke. They should offer compensation for damaging my leather couch. They should also cover the cost of the camping mattress (40.67$) and pillows (33.89$) I had to buy to sleep during the 14 days between the planned and actual delivery. I believe the price of my long-distance move should be adjusted, with the corresponding reimbursement, to represent their extremely poor service. I actually think Number 1 Movers should offer me additional compensation for the resulting stress and problems caused by their poor services and to represent the fact that they did not try to resolve the problem, forcing me to file a complaint with the Better Business Bureau. Date of the transaction: deposit: June 6th, 2022 ($300), first 50%: July 26, 2022 ($2,970.11), second 50% (2,970.10$) The amount of money you paid to the business: 6,240.21$ Account/order/tracking number: quote number *****

• Initial Complaint

  07/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired this company in October of 2022 to take my 1 bedroom apartment items to a house I purchased in Saskatchewan. The move was pretty simple as we didn't have too much, but we were going halfway across the country. The movers were friendly at first and quoted much lower compared to other companies ($3800) and told me it was due to estimated weight, but they didn't do a walkthrough or take an inventory before quoting me. I'm fairly new to this process so I didn't know what to look for. Then when the date to pick up came up, they loaded my stuff on an unmarked truck and left. Then I got a second estimate saying that it was $6800 ($3000 over what they originally quoted me). I was panicked since they now had my things, but I scrambled to pay the 50% deposit to have the truck deliver my goods as stated on their estimate because we were moving at the beginning of winter in Saskatchewan and it was getting cold. Then I got a call that they couldn't deliver my items because their truck broke down. They didn't have a plan, but just "wait". I tried calling and emailing for more information, but they weren't responsive. Now, we called for an update (as asked by their "manager") yesterday and they said the items were coming within 24 (on Sunday). Then they demanded the final payment before they delivered it. We agreed on etransfer, but suddenly that wasn't good enough. They wanted a credit card. If I didn't pay them they ********** to hold my possessions and charge me storage and re-delivery, but would not confirm the cost of that. The waybills also don't make sense and have the wrong date. So, I borrowed money from my parents to make the hasty payment, but after the credit cleared they delayed again. Now we don't know when we're getting our things and they have our money. They have also been extremely **** and unhelpful, unwilling to compromise. I don't trust them.

  Business response

  16/11/2022

  During the first initial call, our sales consultants are meant to get an idea of what belongings we will be moving for the clients, if this was not done we do apologize as it is crucial to get a rough estimate to the clients on how much they are expected to pay. Before covid we would be doing walkthroughs but had to stop during the pandemic and have found a way to navigate that and still receive accurate inventory. The system we use allows for clients to input their own inventory as well as they are able to provide a list of items to their coordinator. This is a weight based service and there is no way of knowing the exact amount until once we scale the clients belongings. Our truck had broken down and during that time there was no other option other than having to wait for it to be repaired. We always look for other alternatives in situations like this, but unfortunately with lack of available equipment we were stuck having to rely on our truck getting repaired as rentals were not an option at the time. As per our contract along with many other moving companies across Canada, we require payment before delivery which is why e-transfer was not an option towards the end as we did not want to delay the delivery and further by having to wait for it to come through. The client has now received their delivery and any claims they may have, we will gladly honour our insurance coverage and do what we can to rectify it which will be discussed with their coordinator. 

• Initial Complaint

  07/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  October 7, 2022 request a quote from the movers and they provided me with a quote for $4,908.50. They were provided with an inventory list and my new address. Used them as they said it was the maximum and if cheaper the invoice would be deducted accordingly also the move would be 2 to 3 days. Paid deposit and move was set to pick up on October 27, 2022. They then change it to 29 October 2022. Pick up accordingly. That day I discovered that they needed to do another pick up that day in the same truck before picking up my furniture. Do not know if my weight was included with the other furniture or how they distinguished the weight. Chase them on November 1, 2022 to see where my furniture was. Said they would write back cause they needed to update the invoice. A little scared so they wrote back and the person said it shouldn’t be too drastic of a change. November 4, 2022 they sent me an invoice for $8,426.38. They said over the weight limit and not including piano. I already disclosed the inventory list and they said ok. No disclosure of all the hidden cost. Tried to negotiate stating the high costs, piano already disclosed before giving the quote and not my problem they had to use a smaller truck to deliver from Hamilton as they already knew the end address. Refused to negotiate. Said had no choice but to file a complaint .

  Business response

  16/11/2022

  When our sales consultant reached out to you on October 7th to provide you with an estimate, listening to the call he asked for the items that would be moved, during the call there was no mention of a piano and that based on the items you stated it would be around 3000 lbs give or take. If the piano was mentioned during the first initial call our sales consultant would have added the fee from the beginning as we do charge extra for that. 
  In regards to the scales, your items were scaled separately on a truck once brought to our warehouse where there was no other client on that truck with you during that time as we were unable to scale it when you were picked up. Again, our service is weight based and you were charged based on that.
  
  

  Customer response

  16/11/2022

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

  I sent the inventory list on October 12, 2022, to which you accepted.  If there was a change in the price of moving you should have put me on notice before you picked up my furniture.  This would have given me an opportunity to review the new estimate and accept or reject your service under contract law.  The new invoice after you had my furniture and *****tened to hold my furniture ****** unless the new price was paid is unacceptable.

  As for the weight, I am aware that you already had furniture loaded on the van that was not mine.  You have forwarded me the alleged scale weight.  It was not signed by the driver nor the weight master.   The first image provided was dated August 7, 2021 with the weight.  The second image was written in blue ink and also not signed by the driver nor the weight master.

  The points being is that you had knowledge and were aware of the piano before the pick up.  There was no modification of the invoice nor any update as to the estimate and carried on with the service of moving. This furthers the fact that the movers on November 4, 2022, admitted that they missed the fact that the piano was listed and they should have been aware of the same when providing the estimate.  I should not be made liable for there negligence in quoting the price.  The movers should have informed me of the new price before they came to move the furniture.  Not after and *****tening to hold my furniture ransom.
  

  The law provided by the mover is not relevant to this case (ie Highway Traffic Act - O. Reg. 643/05) as I had paid the fees albeit after the ****** of holding my furniture ****** and Schedule 1 4. stating "Nothing in Article 2 or 3 deprives a consignor or consignee of any rights the consignor or consignee may have against any carrier."  Further, this regulation is under the Highway Traffic Act. 

  The disagreement is coming from a contract matter and even though the movers had knowledge and proper notice of the piano there was no revision of the moving price.
  

  I maintain that Consumer Protection Act section 10 is the relevant law *** ***** ****** * **** ** ***** ************** **** **** **** *** ******** * **** ** ***** ************** **** **** **** as the relevant legislation and case law in this particular situation.

  At the end of the day, if the movers knew that the weight may be over the estimated they neglected to inform me even after they had sufficient notice of the piano.  Further, the weight provided may be ********** as the documents provided do not indicate that my furniture is actually the weight as it may be combined with existing furniture in the van, as indicated when they informed me that there would be a earlier pick up.
  

  
  Sincerely,
  
  **** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩