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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
16/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
document attached
Business response
16/05/2022
Hello,
Unfortenalty I can open your file please send them by email.Tell us why here...
Business response
08/06/2022
Hello,
We always ask to send us pictures once house is packed .After reviewing the pictures with all the boxes being packed already.
We advised customer that 26 footer truck may not be enough to fit everything.
Customer ask if we will be able help her and drive uhaul truck she will be renting we said no problem we can help loading unloading and driving uhaul truck at no additional cost.
I just want to remind that we did not change our flat rate we agreed on.
Additional cost we talking about is for gas and rental fee of the uhaul truck customer rented herself an addition to 26 footer truck we provided upon our agreement..
Customer response
08/06/2022
Complaint: ********
I am rejecting this response because: The business did not say that photos would be required and that there could be an adjustment to the contract. Instead, as per the submitted documents, they provided a quote and made a firm commitment stating that the 26 foot truck would be sufficient for the contents and that there would be no additional charges. They changed the cost involved without any caution at the time of the contract commitment that they might do so. As such, they provided the contract in bad faith since they are now suggesting that they typically ask for pictures and give a firm quote closer to the date. As you can see by my documents, that is completely contradictory to what they said at the time of the quote.
Sincerely,
***** ****Initial Complaint
16/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I used Ottawa Pro Movers to move between two One bedroom Apartments. In advance, I spoke with the owner and asked for the costing and was told a flat $120 / hour. I called back and got confirmation of the flat $120 / hour. I also asked if they were insured against damage and was assured that they were. After the move I was hit with $200 with hidden fees that weren’t previously discussed. I went with the company because they didn’t have these added fees that other companies were transparent about. After the move I found many of my belongings were damaged or broken. Frustratingly, many of the broken items were organized into the a grouping that I explained needed more care. These included a standing light, a lamp, my computer, a bookshelf, a mirror. In addition to these items, things were treated with such a lack of care, that even a round pan was bent to the point that part of it was flattened out on one side. After taking account of everything that was broken, I called the owner. In that conversation he kept changing his language. He flipped between saying that he had insurance and that he didn’t have insurance. At times explaining that he had coverage, not insurance. Saying that he only had the bare minimum coverage that was legally required of him, which would compensate me for at a rate of 6 cents per pound. My $1000 laptop’s screen was broken and I found it in multiple pieces. Using this formula, I would be offered 18 cents for my laptop. In the follow-up conversation, I was being dismissed and pointed to his website which explained points that were completely misrepresented in the two conversations leading up to the move. Between the hidden fees, misrepresentation of the insurance, and costly damage that I experienced, followed by the lack of ownership in attempting to make this right, I am incredibly disappointed and feel conned. I have a far more expensive bill than was agreed upon and over $1000 dollars in damages that I'm currently being asked to cover.Business response
16/12/2021
Hello Dear customer.
We invested lot of time to create website that will cover all the aspects of your relocation project.
All our customer will receive link to the website with confirmation txt or email.
On our website you can find information about our prices including example of our billing structure.
You may found all answers for your questions under our FAQ page
If you were charge for something that not mention on your confirmation txt or email we will provide you full reimbursement.
Full disclouser of insurance information available on the insurance page. With the option to buy addition insurance if you like by clicking on the link posted on the website.
Minimum complimentary coverage is regulated by government it is 0.6$ per pound at the moment.
We do have a link on the website to Canadian Association of Movers were this information can be found as well.
We don't check condition of items in the boxes customers pack themselves.
It is very odd that your pan get damage during the the move.
However please provide us with pictures of your damaged items and we will reimburse your according to the weight of your damaged items.
All the charges and fees can be found on your confirmation email or website.
We do
As well as our insurance policy.
**** ** *** *******
Business response
17/01/2022
**** ** *** ********** ********
Please let as know total wight of damaged items.
We will include items you packed yourself like pan and laptop as an exception as well.
And we will reimburse your accordingly.
Please find more details on our website ********************** under insurance page or on the Canadian Association of Movers website.
*****************************************************************
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.