ComplaintsforNumber 1 Movers

• Initial Complaint

  07/06/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I feel like I now need to write a formal complaint as I have been emailing and calling this company multiple times a day with no response for over 3 weeks now. I decided to go with this company because at first they seemed to really want to make our move easy for us. We spent $24,000 for the full package move across Canada. We paid for packers, the move and for things to be reassembled upon arrival. This is not the service that was provided. Starting from the beginning about 4 days before our move was supposed to occur they attempted to move our move by 3 days and asked us to just change flights! Unacceptable! But then they were able to make it work for the original date. However, the packers came and it was clear they had no respect for our belongings as they were throwing things into boxes with no paper or cover to protect things. Needless to say many of our belongings arrived damaged if at all. They did not put together set up boxes so it took a week to open everything to find screws etc needed to put together our tables and beds. And because of the way things were packed and screws were thrown in boxes vital pieces to put back together our furniture werelost. Then move in day occurred 5 days after it was supposed to increasing our hotel bill and they were set to arrive at 12pm and arrived at 8:30 with no phone call! No one updated us or anything! The movers showed up in a hurry, damaged our ceiling and floors and showed up with no tools to put our furniture up which we paid for! There was damage to almost everything and so many broken dishes! I sent pictures of all the damage and a list of the extensive missing items (one of which is the back piece of a recliner. How do you lose such a big piece of furniture?) and have called every day wasting my time and have only received one email in response that was 2 sentences long and did not answer a single thing! We were promised expert movers with building experience and received brand new warehouse employees.

• Initial Complaint

  13/05/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I booked a move from Edmonton, AB to London, ON with Number 1 Movers on April 9, 2022 with Chris M. I arranged a pick up for April 26 from my condo in Edmonton, AB, and I was told by Chris over the phone that I could expect delivery in London Ontario between May 5-12. I was also told I would be given the final invoice and would pay after delivery in London. Further communications were with the relocation coordinator, Jennah. She confirmed my pick up date and time with me and I gave her the list of my inventory for delivery. Pick up was completed as scheduled. On May 6/2022 I followed up with Jennah to ask her the status of my delivery so I could anticipate a delivery date. I was told by email that the trailer would be arriving in Hamilton on Saturday May 7 and that I'd receive a call to arrange for delivery on Monday May 9. I never received a call. I called their Hamilton office on Wednesday May 11 to inquire about the status of delivery. I was told a trailer would be arriving in Hamilton on Thursday May 12 but delivery would not happen until my balance was paid in full (I thought the trailer arrived on the Saturday and I was to pay AFTER delivery??). I told the representative over the phone I hadn't received an invoice. She informed me my stuff was never weighed in Edmonton, so I don't know if my belongings have even left Edmonton yet. The representative told me to expect a call May 12. I never received a call. I tried calling their office but was on hold for over an hour until their office closed at 5pm. ****************************************************************************************. I just want everything delivered as was originally agreed upon, and with a discount for the poor communication and late delivery.

  Business response

  01/06/2022

  Business Response /* (1000, 5, 2022/05/20) */ We have dealt directly with the client to resolve this matter. Delivery was completed on May 18th with a 5% discount applied for the delay. There is currently a claim being processed by N1M in regards to missing bed slats and some scratches to a couple pieces of furniture. Consumer Response /* (2000, 7, 2022/05/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  26/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I signed a contract with Number 1 Movers on February 20 2022 and paid a $200 deposit to move my furniture from ******, Saskatchewan to my parents house in Metcalfe, Ontario. Pick up was scheduled between March 3 - 5 2022. I received a call from Number 1 Movers in the MORNING of March 6th for pickup in 30 minutes. The contract stipulates 24 hours notice to be given. The furniture was to be in Metcalfe by April 3 2022. I paid the balance of $5076.33 on March 31. Today is April 13 and my furniture is not here yet. I have called and emailed multiple times. Now they are not responding to me. I need my furniture - this is getting extremely urgent for me.

  Business response

  06/06/2022

  Business Response /* (1000, 5, 2022/05/20) */ The pick up of March 6th was confirmed with ******'s coordinator ***** prior to pick up. As it was not her current residence she had requested the crew call her 30 minutes prior to arrival so she can be present. Client had called in on the 13th then emailed. ************************************************************** This reflects the response to the pick up and delivery. We are very sorry that there was a delay on the delivery side but we are happy that we were able to complete the service and deliver on our word after the client had raised concern.

• Initial Complaint

  09/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We contacted the company to move some of our belongings to our son's new home on Vancouver Island. They provided a quote and moving date. The moving date got moved several times (with limited notice). They were 3 hours late on the moving date (and nobody answered the phone so we could check on things). The final quote was 3 times the original quote and they told us that if we did not pay in full they would not deliver our items. We paid, however the delivery date kept getting moved to a later date. Finally a few weeks ago, they delivered some of the items, claiming that they had lost the rest. They did find more and then delivered them (one month later) but still several items are missing. They say they are looking for them. We did chose this company as they say they are members of the BBB, but after the problems, we looked on your website to see they had been kicked out of your organization, yet even as of today, they still show BBB membership on their website. So... I have several concerns. 1. They are ************ claiming membership in BBB (if I knew they were not members, I would not have used them). 2. They held us hostage by giving us a false price quote 3. They have not delivered our items in a timely manner. In fact, they still have some, so this is essentially theft. I hope you can protect others from this company. Thanks ******

  Business response

  26/04/2022

  Business Response /* (1000, 7, 2022/04/13) */ We encountered some scheduling/crew issues and jobs needed to be combined on the pick up day. The phones were extremely busy, we did not have enough staff to answer all the calls coming in for clients. The clients were estimated on the information that they had provided. Once items are picked up then we are able to determine the weight and can only then provide the clients with their invoiced amount due. Which is to be cleared prior to scheduling their delivery. Items were left behind when their items were loaded, and we had them sent out as soon as we could. As we have been working with the BBB to lift the suspension due to being understaffed and not having the ability to respond to all complaints coming in. We are not ************ claiming membership with the BBB. We did change the clients invoice to reflect the items we had for them to be delivered and once the remaining items were to be delivered we then allowed the clients to clear the remaining balance of the invoice on delivery. We have since the clients delivery day have addressed the clients delivery issues and any claims that needed to be addressed. And do express our sincerest apologies that the clients were not happy.

• Initial Complaint

  04/03/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  So unbelievably unimpressed with this company. Please take this review seriously... I was moving a 1.5 bedroom to another 1 bedroom apartment. 1 bed, 1 dresser. Second bedroom was just bins. I was initially quoted $750, which sounded awesome and was a decent price compared to other places. I sadly didn't take the reviews seriously enough. $1750 later (including a $150 tip you couldn't refuse), and I was left with damaged items and, 4 days later, covid. The workers never introduced themselves and worked the entire time without masks. A job that should have taken 4 hours took 7.5 (possibly 8) hours and cost us $1000 more than quoted, which I had to ask my father to pay for, as I couldn't afford the extra costs. I was embarrassed and very let down. The workers were slow and constantly on their phones. I have tried contacting customer service to no avail and emailing is a waste of time, as you cant reply to any of the emails they send you. So you have to put in large amounts of time trying to find the right email for someone, only to be ignored and not answered. They wasted my time and money. In retrospect, I should have fired them on the spot and asked my brothers to come and help me move instead, but I was too much in shock throughout the day to even think to do it. We had to pay for their lunch, which was ridiculous to say the least. No other company pays people for lunch like that. We were forced to tip. My items came out damaged in spots. The workers were beyond slow and extremely unorganized, despite being told what to do. They didn't follow simple instructions. It felt as if they were dragging out the job to gouge us out of more and more money. Also... there was a fee to use debit/credit to pay, which was never mentioned by anyone. So even more money down the drain for us. So extremely disappointed and wish I could have just gone somewhere else or done something different.

  Business response

  25/03/2022

  Business Response /* (1000, 5, 2022/03/17) */ We have been working with the client to resolve the issues she encountered with our company such as the crew not wearing masks and not giving her the option to tip or NOT. We have terminated the employment of the employee responsible for taking a tip without the clients permission. We have agreed to refund the client the tip amount plus an additional $110 as well, to which she has accepted in order to resolve her issues. Consumer Response /* (2000, 7, 2022/03/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Agreed to the resolution that was offered.

• Initial Complaint

  19/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I hired this company to move me from Ontario to bc. I called bbb to confirm they were accredited and was advised they were. They left items behind , items are still missing and many were damaged. I finally spoke to someone 2 weeks ago and they requested a list of missing/damaged items along with pics. These were provided . Since that time I have been unable to contact them by phone/ email. I would like the missing items and compensation for damaged items. I attempted to deal directly with the company but find this frustrating. My move was September 30/21

  Business response

  25/03/2022

  Business Response /* (1000, 7, 2022/02/22) */ We have been working to resolve these issues with this client. We had located some of the missing items for her and had them shipped out for her. Items that we could not locate we agreed to settle in her claim, but in the event we locate these items we would most definitely have them shipped out to her as soon as possible. We have worked out the claim for this client, and are awaiting her response to accept this claim so we can then have it sent out to her.

• Initial Complaint

  14/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  1. The invoice (Job ID *****-2) that we received was nearly double the amount of the estimate for moving a 2-bedroom house (from $7, 908.87 to $13, 468.47). We requested an explanation on the charges for the 'Shuttle fee pick up/drop off location', as they were a fixed price in the estimate (not subjected to miles or weight) and the charges were 4 x the first estimate (from $700 to $2, 238). 2. We requested an explanation of the charges in the invoice and the ticket of the certified weigh scale by email. As clients, we have the right to see the ticket and know what we are paying for. We left voice messages, sent text messages, and several emails. We did not get a response from the company. We paid the invoice because the company had our belongings, and we didn't want to end up paying extra fees (like storage) or losing our belongings. 3. The company delivered our belongings on November 18, 2021 (almost a month ago), and failed to deliver the following items: * Item #152 ladder (large; 180x16x6") * Item #153 trolley (1.08x3.75x0.58') * Item #168 (one plastic storage bin, containing work documents including certificates) The West District Manager received the list of items with photographs and mentioned they would look for the missing items. It has been almost a month, we still don't have our belongings. 4. The moving truck brought items that did not belong to us, including a barbecue, a hard wooden table, and a large photo frame. Are we paying for other people's belongings? How can they ensure we are being charged for only our moving and not others? 5. Several items were severely damaged, including a destroyed bed frame, two chairs, and a barbecue. *** ******** ** ****** * ****** ** ****** ***** ******* ** ********** Copies of emails, screenshots and photographic evidence are available.

  Business response

  28/02/2022

  We are currently working on having the missing items that we have located shipped to the client. As we have been going through a significant amount of change throughout our company and are working hard to fix the issues we have encountered. And will continue to do so.

  Customer response

  10/03/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for your response. I'll wait to hear from you regarding the missing items. We have spent a considerable amount of time and money replacing our missing and broken items. I will also appreciate if you explain the final invoice.
  '1.The invoice (Job ID *****-2) that we received was nearly double the amount of the estimate for moving a 2-bedroom house (from $7, 908.87 to $13, 468.47). We requested an explanation on the charges for the 'Shuttle fee pick up/drop off location', as they were a fixed price in the estimate (not subjected to miles or weight) and the charges were 4 x the first estimate (from $700 to $2, 238).'
  
  Regards,

  Business response

  17/03/2022

  We have been working on the missing items. As for the invoice, the shuttles are not a fixed fee, they are 12% of the moving services (Transportation Charges(By weight) $0.75 per 1 lbs)
  
  First Basic Estimate
  (based off of inventory software, not clients actual items)
  Transportation Charges (By weight $0.75 per 1 lbs) $3750.00
  $3750.00 x 12% + $150 = $600.00 x 2 = $1200.00
  
  Final Invoiced Shuttles
  (based off clients items)
  Transportation Charges (By weight $0.75 per 1 lbs) $6825.00
  $6825.00 x 12% + $150 = $969.00 each x 2 = $1938.00
  
  The fuel and destination surcharge is adjusted as well by the same,
  
  First Basic Estimate
  (based off of inventory software, not clients actual items)
  Transportation Charges(By Weight $0.75 per lbs) $3750.00
  #3750.00 x 36% = $1350.00
  
  Final Invoice
  (based off clients items)
  Transportation Charges(By Weight $0.75 per 1 lbs) $6825.00
  $6825.00 x 36% = $2457.00
  
  *** **************** ***** ****** *** ***** *** ********

  Customer response

  22/03/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will not accept the response, I'm still waiting for the missing items. I still had to recover broken items, and replace belongings.
  I paid almost double the amount (x1.8) of the estimate that the company gave me, giving a very detailed inventory of the items we were moving. I've never experienced having a final invoice completely off the original quote. Additionally, it was very frustrating to be ignored by the company once they had my belongings.
  

  Business response

  08/04/2022

  
  As we understand the frustration of the client due to many issues we encountered during the time of their move, we are very apologetic for not having been staffed well enough during this time to provide the communication to clients that they very much needed and deserved. We have also not been able to find any claim put in from the client on damages they had. We want nothing more than to resolve this issue as best we can. We are offering $350 to the client to help resolve this with them. And any missing items that may be located we are more than willing to ensure the client receives them.
  

  Customer response

  05/06/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We did submit various emails describing the lost items. Also, in the claim of loss and damaged goods submitted to BBB we listed the item numbers with their description. The cost to recover the lost and damaged goods is higher than CAD$350, thus, we cannot accept the proposed resolution. **** ******** * **** *** ************ ** **** *** ****** *******
  *** **************** **** *** ************ ** **** *** ****** ****** *** ***********

• Initial Complaint

  14/12/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was given a quote by the office which was approx 1K, I had received another quote for approx 2K. The company came highly recommended and based on the quote and reputation I decided to use Number 1 movers. I understand a quote is simply that but the final bill should not be close to $2800.00 with a lot of items left behind. The crew was wonderful and knowledgeable and efficient and extremely helpful. They worked really hard. The office messed up the quote - the weight was double according to the crew manager. I am fine with paying $2K against the $1K quote, because it was under estimated, but not more than that. ******************************************************************************************************. After contacting them to let them know there were several items left behind, they sent out a truck on Dec 13 to pick up the remaining items and then asked for final payment of over $700.00 - I told them No, I was not paying them any more than I had already. This may have been a mix up with the office but in any case the stress is not good. Also I have emailed them twice to get a claim going for damages, but no response so far.

  Business response

  25/03/2022

  Business Response /* (1000, 9, 2022/02/04) */ We ask that clients provide us with the most accurate inventory of what they have to be moved, our system helps calculate the estimate. Giving us a better idea of how many crew members would be required for the job, as well as the size or number of trucks and how many hours it could take. If we do not have an accurate inventory for a client. This can effect their estimate as it did for this client. The first day it took 12 hours and 30 minutes, her estimate was based off of a 4 hour minimum. She had more than stated which yes we had to reschedule a new job for her remaining items to be picked up and delivered to her. The clients move ended up being 2 jobs on 2 dates to make sure her items were in fact moved for her. As we are an hourly based business, and due to the incorrect inventory that was provided. Her second portion of her move was based off a 4 hour minimum as well so she was charged the 4 hours. Our claims department had been a little overwhelmed with claims. And has since been working towards completing claims as the order they come in. We are continuing to make changes to better our business.

• Initial Complaint

  10/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Multiple issues with service. I booked a move from Vancouver to Ottawa in October, sent a deposit and decided on a move date (October 30th). On October 25th, I was contacted stating that my move had been rescheduled to the 29th. I explained this was a cross-Canada move and I could not change plane tickets, move-out inspections, childcare, etc on such short notice. I was offered $150 towards a hotel and that was it, the date was the date and could not be changed. Day of move: window for arrival was 8-9am, movers showed up at 10:24, ****************************************. Packing began and the crew left for lunch, in the moving truck, at 1:17Pm. They didn't return until 3:10pm! The remainder of the move was hastily done, at times throwing my belongings around. Movers didn't finish until 6:30pm, which left no time for me to clean/ get the place inspected. Later it took many emails to confirm inventory was correct. After Pickup: Price changed from $8292.19 to $10691.04. Attempted many times to contact about why the price had changed so much, and was eventually sent an email vaguely stating weight vs. space policy but did not confirm my actual weight or space taken up. During transit: Numerous phone calls and emails were unanswered. Impossible to get a hold of anybody to talk about charges, inventory, or anything. Weeks went by without reply. Extremely worrying for somebody when you have all of their belongings held hostage. BC storm hit and they only sent an email saying 'i had been affected', nothing more. Many many more emails and unanswered phone calls later, I was contacted to schedule delivery and payment. They got right back to me only when demanding payment! Move in day: many phone calls about move in scheduling, finally got ahold of somebody, movers showed up at 3:30pm, worked until after dinner. Unpacking: multiple broken and lost items, emailed a list 2 days ago but have not received a reply, and given previous communications I probably never will.

  Business response

  25/03/2022

  Business Response /* (1000, 10, 2022/02/25) */ We have had one of our coordinators contact him to go over the issues he had with his move as well as to deal with his claim. The client has accepted the claim/compensation. The coordinator was awaiting for a response to one other issue he had in regards to his deposit, which we will also be reimbursing.

• Initial Complaint

  07/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date: December 5, with emails Nov. 29 and Dec. 3. The moving company claimed a four hour minimum but there own terms and services show a three hour minimum (I can prove this). I emailed on Nov.29 to ask clarifying questions in regard to travel time. Their sales rep Austin R. called me and led me to believe that $169 per hour was all in and I wouldn't have to worry about any extra charges. I specifically asked about travel time and finished the call believing I was in the clear. They ended up billing me for over an hour of travel time and charged me almost $300 more than the estimate they gave. I called in to contend the bill and they gave me a runaround with three different people to talk to in between being on hold. They did nothing to resolve the situation and would not even admit there were clear discrepancies between the contract and the terms and conditions. I want to be reimbursed for the travel time was charged.

  Business response

  25/03/2022

  Business Response /* (1000, 8, 2022/01/13) */ When the client called in after their move had taken place. they spoke with me to give the explanation break down of their bill, I informed them that I needed to do my due diligence and listen to the calls, see the emails correspondence with the rep that booked their move. Even with a clear explanation of their bill breaking down that they were not promised a 3hr minimum but in fact they had agreed in an email to the 4 hr minimum. After breaking down their bill and providing the proof of their agreement on the 4hr minimum explaining how the travel time worked and was included in the estimate, and that their move had taken only 30minutes longer than the original estimate and had gone over by $94.64. The client was still unhappy. After a discussion with our BC office. We had agreed to go ahead and refund part of the clients bill, As an effort for us to work with the client to settle their dispute.

*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. ↩