ComplaintsforPegasus Van Lines

• Initial Complaint

  02/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was shifting my stuff to New Brunswick, Oromocto to, from Kitchener, Ontario. After i came to oromocto at my specific address they delivered my stuff but they were missing my *********** * and when ask them about it, the company said give us 2 weeks time they will get back to me. After 2 weeks time they said they couldn’t find it and they said they will compensate me as per the insurance policy, after inform them the compensate amount they told they only compensate on the basis of products weight not on the basis of value which they were suppose to tell before i used there service and now the company is making excuses to run away from compensation.

  Business response

  04/01/2024

  We understand your frustration, and We are sorry for the inconvenience you've experienced. We genuinely made every effort to locate your missing item, but unfortunately, we were unable to do so. It appears that the item was delivered as part of your shipment. As a standard practice, we had to finalize the claim based on the terms of the insurance policy, which is consistent with the procedures followed by moving companies. Regrettably, this means that you are not eligible for a payout as per the terms and conditions of the insurance policy. You can find detailed information about the insurance policy in the moving contract that you signed and agreed to. We understand that this may not be the outcome you were hoping for, and we apologize for any disappointment this may cause.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  Movers showed up an hour and a half before scheduled time. The move itself was very slow despite the hiring of 3 men at $150/hour plus $100 truck fee. Some boxes were moved upside down with fragile items in them, my daughter’s bed was ruined because they couldn’t figure out how to disassemble it or move it, I was charged $50 each for wardrobe boxes that they filled with garbage bags clearly labelled as trash. I was told they would take approximately 6 hours for the entire move: from 9am to 3pm and it would cost $1130. They did not finish packing my old place until 1:30 pm (my partner had to show them how to disassemble and move out my queen bed) and it took over an hour for them to travel from point A to B, which my partner and I were able to complete in less than half an hour. They did not move items to the trash like they said they would, either. I was charged for their lunch which they did not inform me they were taking, and they said I would not be charged for. My partner had to help them unpack their truck, and they did not finish the job until after 5pm. The move cost me a total of $1495. ** *** ********** ****** ****** *** ***** **** * ******* **** **** **** **** ** **** ***** *** ** ***** *** ******* ********** **** ******* EDIT: they also destroyed the flowers I had kept from the recent funeral of my mom. I** **** **** *** ***** **** *** **** ***** ** * ******

  Business response

  04/01/2024

  We are sorry for the inconvenience you experienced. However, we regret to inform you that there will be no refund for the moving service. The movers worked diligently to complete the job, including taking a necessary lunch break. We take customer satisfaction seriously and will investigate the issues you've raised to ensure that our service meets the highest standards. We understand your concerns and will take steps to address the issues raised. Your feedback is valuable to us, and we will use it to improve our services in the future. Thank you for bringing this to our attention.

  Customer response

  04/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  While I understand a full refund is not possible I do believe there should be some action taken. Sentimental items from my MOM’S DEATH were ruined. Items were broken because of a lack of “diligence” with my boxes. I was told there was insurance and these are items that have more than just monetary value. Imagine you do a big move and you find out items from an extremely traumatic life experience with incredible sentimental value have been destroyed due to carelessness.
  

  The lunch break may be necessary but was told by the lead mover I would not be charged for that hour. I have a witness for this. Additionally, I paid for the use of wardrobe boxes which clearly should not have been used as they were filled with bags of literal and clearly marked trash.  
  

  If a full refund is not possible then a partial refund should be. I think it’s disgusting that you claim diligence and a job well done when there were many items ruined or destroyed on behalf of your movers. I even reached out to Nick during and directly after the move about this. 
  
  Sincerely,
  
  ******* *******

  Business response

  12/01/2024

  Hello *******,

  We are sorry for the inconvenience you've experienced again. If you would like to discuss this matter further, please feel free to reach out to our claimsdepartment at ******@***************.ca. We value your feedback and will do our best to address your concerns.

  Best Regards 

• Initial Complaint

  06/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  movers pick up household items and storage unit on October 4 2023. movers deliver such items on October 24 2023 missing multiple boxes valued at $22000 I am emailing to claim loss of items in the amount of $22000 **** computer valued at $2000 2 boxes of audiophile cables valued at $2000 2* *** ***** 1960’s, 1970’s emblems/auto badges valued at$5000 300 Cassette tapes and holders valued at $1000 2 boxes of *** Vintage 1960’s, 1970’s ***** Switches valued at$10000 1 box containing dvd burner and other electronics valued at $2000 **** ****** ***** ***** * ***** Blackville, ** ****** ************

  Business response

  08/11/2023

  Dear **** ******,
  
  Thank you for your message. We are sorry for the inconvenience caused by the missing items. Our claims department is currently taking care of your case. We will investigate the matter and get back to you as soon as possible. We understand the value of your lost items and we will do our best to resolve the issue.
  
  We appreciate your patience and understanding as we work to resolve this issue.
  
  Best regards,
  Pegasus Van Lines Inc.

  Customer response

  22/11/2023

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

  It has been a month since pegasus van lines brought my belongings to my new location.  I need monetary compensation as soon as possible. 

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

  Business response

  28/11/2023

  Dear ****,
  
  We understand your frustration and we sincerely apologize for the inconvenience caused by the delay in processing your claim. Please rest assured that our claim department is actively working on your case and making every effort to locate your missing items. As previously communicated, the claim process may take up to 8 weeks, and we truly appreciate your patience and understanding during this time.
  
  We want to assure you that we are committed to resolving this matter and making it right for you. We are taking steps to expedite the process and ensure that you receive the resolution you deserve. Your satisfaction is our top priority, and we are dedicated to addressing this situation with the utmost care and attention.
  
  Once again, we apologize for any inconvenience this delay may have caused, and we thank you for your continued patience and understanding. If you have any further questions or concerns, please do not hesitate to reach out to us. We are here to assist you every step of the way.
  
  Best Regards
  

  Customer response

  29/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  i need to keep this case open until pegasus provides monitary compensation for my personal belongings that i did not recieve
  Sincerely,
  
  **** ******

  Business response

  06/12/2023

  Dear ****,
  
  Thank you for your patience. While we understand your need for compensation, we would like to inform you that our claims department is still in the process of finalizing your case. As a result, we are unable to offer you compensation at this time. We apologize for any inconvenience this may cause and appreciate your understanding.
  
  If you have any further questions, please do not hesitate to contact us.
  
  Best regards. 

  Customer response

  07/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: i need monetary compensation for the lists of missing items that were not delivered to my new residance
  ******** * ***** ***** *** **** ** ****** *** ****
  Sincerely,
  
  **** ******

  Business response

  12/12/2023

  Dear ****,
  
  We have recently consulted with our claims department regarding the status of your missing items. Regrettably, they have been unable to locate the items thus far. We sincerely apologize for any inconvenience this may have caused. Rest assured, we are committed to resolving this matter in a professional and timely manner.
  
  Best Regards

• Initial Complaint

  23/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I paid this business to move my items from Ajax Ontario to Taber Alberta. After payment was made in full they still delayed my shipment for more than a month. Have more than three separate promises to ship out and didn’t. Finally shipped out. Hundreds of items missing and hundreds more damaged. Told me I would get no compensation as it didn’t meet their insurance standard. This is out front theft and company neglect. I have emails and texts as evidence. * **** ** ****** **** ******* ****** ** **** *****

  Business response

  26/05/2023

  Hello,

  We apologize for the inconvenience caused by the delay in your shipment and the damage to your items. We understand how frustrating this situation must be for you. We have reviewed your claim and finalized it based on our insurance policy, which you can find on the moving contract that you signed and agreed to. Unfortunately, we cannot provide additional compensation beyond what is covered by our insurance policy.
  
  We take full responsibility for the delay and the damage to your items. We are committed to improving our services and ensuring that this does not happen again in the future. We appreciate your business and value your feedback. If you have any further concerns or questions, please do not hesitate to contact us.

  Best Regards

  Customer response

  26/05/2023

  I  am rejecting this response because if they don’t want to cover the damage to my items that I will have to accept but the fact that I have hundreds of dollars worth of items just vanish and they just tell me to accept that they can’t find them and won’t be compensating for them is unacceptable. That’s extreme neglect and at this point I’m viewing as theft. You can’t just “lose” items entrusted to you and paid for to be shipped and say oh well when they grow legs. How’s is that in anyway acceptable? * **** ** ****** **** ** *** ***** *** *********** ** * ** *** ******** ************

  Business response

  29/05/2023

  Hello

  We apologize for any inconvenience caused by the missing items from your shipment. We understand that this is a frustrating situation, and we want to assure you that we take this matter very seriously.
  
  As a consolidated moving company, we ship many customers' belongings in the same container, and while we try our best to ensure that all items are delivered safely, sometimes items may go missing. We did everything in our power to locate your missing items, but unfortunately, we were unable to find them. 
  As a result, we had to finalize your claim based on the claim insurance policy that you accepted, and unfortunately, you are not eligible for a payout.
  
  We understand that this is not the outcome you were hoping for, and we want to assure you that we are taking steps to prevent similar incidents from happening in the future.
  
  Thank you for your understanding.

• Initial Complaint

  18/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have multiple issues that I’d like noted against this business. 1. They showed up an hour late; 2. I had to send them back out to the truck scale to get a starting weight as the cost of the move is based on weight. (They were going to use the empty weight of the truck and then charge me for all their equipment weight, before I told them I wanted an actual starting weight) 3. They did not use protective floor covering and did not remove their footwear inside. 4. It took them 12 hours in total to move 1 person 2 hours down the road. Everything was already packed. 5. They refused to accept visa as a form of payment when the pickup portion was completed, and I was forced to find a bank at the last minute in order to obtain a cashier cheque. No delivery until paid in full. 6. They caused over $4,000 in damages and refuse to reimburse me as they base their insurance on weight and not value. 7. They did not wrap my furniture properly and this is what caused the damage. If there is anything else I can provide, please let me know.

  Business response

  24/04/2023

  Hello ,
  
  We are terribly sorry to hear about your experience with us. Unfortunately, on your pickup date, the movers were late for an hour out of our control circumstances. Even though they were late, they tried their best to finish the job as fast as possible. Regardless of the time they spent on your move, we did not reflect any of it to your balance since we charge based on the weight, not time as you mentioned in your complaint. Your belongings were more than what we expected to move, therefore we sent 2 movers for your move. As you can understand, there is no point in making this move longer timewise as we do not charge any extra for the time. 
  The movers are not allowed to take off their shoes during the move for their safety and security, we are sorry for the inconvenience we caused.
  And lastly, the claim department finalized your claim based on the insurance terms and conditions policy that you can find in detail in your moving contract with us. 
  Again, we do truly apologize for the inconvenience we caused, please do not hesitate to reach us if you have further questions & concerns.
  
  Best Regards

• Initial Complaint

  13/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My dad and I hired Pegasus moving company to move from Midland Ontario to Blackville New Brunswick. They told us on booking $200 deposit required and finish paying when the job is done. They told us they could pick our stuff up on March 25th and get it to our new house on April 1st. On March 27th they sent our bill, we sent an additional $3,000 that day towards our bill ($3200 so far). I waited all day April 1st to no truck, the office was closed all weekend, I called Monday 3rd of April and I was told our stuff would be here the following weekend. I questioned it as it was Easter weekend, they were adamant it would be here. No shipment. I called Monday April 10th and was told that it would be coming this Saturday, then it was changed to 16-18th for delivery. I was then told I need to finish paying for the service before i will be scheduled a drop off time. I would like my belongings delivered to my house, * **** *** **** *** ** *** *** ** *****. Its been a huge inconvenience to not have our stuff in a timely manner.

  Business response

  13/04/2023

  Hello
  
  We do apologize for the huge inconvenience we caused you and your family. 
  Unfortunately, we had multiple unforeseen issues with the trip departure out of our control. These problems caused the delay for all of our East Coast customers both pickup and deliveries and we are truly sorry about this. We are very eager to complete the deliveries as much as you are willing to receive your belongings. Our intentions are the same and rest assured we are trying our best to deliver your belongings as soon as possible.
  I do apologize for the misunderstanding regarding the payment. We will ship your belongings regardless, however, we need to have a full payment confirmation before offloading. Kindly clear your remaining balance before the delivery.
  
  Best Regards 

  Customer response

  14/04/2023

   
  I am rejecting this response because:

  Your company keeps saying in 3 days it’s leaving and then every day that I call it hasn’t left. I called again today after you said it would be here between the 16-18th to be told it hasn’t left Ontario yet and “it should on Monday” again 

  this is absolutely ridiculous if you couldn’t fulfill the contract why did you accept it? we would have went with another company if we knew it would take this long. 
  * ***** **** *** **** ****** ******* *** ******** *** **** **** ******* ** ******** * * Sincerely,
  
  

  Business response

  18/04/2023

  Hello ,
  
  We are terribly sorry for the delay and we do apologize for the inconvenience we caused you. I am happy to inform you that, your shipment left Ontario on 17th April and shipment is in transit at this moment. 
  It will take only a couple of days to complete the delivery. Your driver will contact you shortly regarding your delivery date and time frame. 
  We are sincerely sorry for the delay again. 
  
  Best Regards 

• Initial Complaint

  06/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  They have my belongings it was supposed to be delivered Saturday march 4 2023 then said it was leaving today and won’t give me a time or delivery date they quoted me 4100 now saying 10 thousand I have no idea if I will get my stuff or not I just moved to New Brunswick from Ontario I’m at a loss of what to do I need help

  Business response

  10/03/2023

  Hello ,
  
  We are very sorry to hear about your experience with us. Unfortunately, as one of our representatives explained to you; there was a delay with your shipment due to the fact volume of the shipment changed from the initial quotation. We had to arrange a trailer for your delivery and as of today 10/March/2023, your shipment is in transit and will be delivered soon. You can always reach out to us regarding your shipment status or any questions & concerns. 
  We do apologize for the delay and wish to have a smooth delivery.
  
  Best Regards.

• Initial Complaint

  23/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was quoted 1450 + tax for the move. Was reassured multiple times that the delivery would be made within 7-10 days. Sales associate quoted me and set up the moving transaction reiterated multiple times that our stuff would be picked up and immediately driven to the province we were moving (from ON to AB). ***** *** ********* ******* Would only speak to my husband (who was busy in the garage finalizing our vehicle move) and any question i asked he would ignore or immediately raise his voice at me. Movers were arguing in another language the entire time. one ********** was **** rough with our furniture. Never saw a contract / terms of conditions / etc. was told i pay $200 deposit and the rest upon delivery. They showed up 6.5 hours late& one of them even spent 30 minutes charging his phone and sitting in the corner of our home using his phone. ** ******* was given an inventory list and told to initial, when he asked for time to review he was told he can take a picture, "if you don't sign now we have to leave right now to be on time for delivery & you will not be covered if something is broken or missing" ** ******* initialed, took a photo. Later, we receive an invoice for 2500+, with a $200 ORIGIN CHARGE. Tried to phone their office, they ****** ** *** ** ******* **** ****** ** ******* *** ***** ** ***** & told us if we don't pay then we can "collect our stuff on the curb" that is, if we find it. Truck arrived JANUARY 4TH. almost an entire month later. i was told "it's my own fault for moving during the holidays". they refused to accept cc - only cash, check or EMT. * **** **** uncomfortable sending the money before my stuff arrived. they refused to unload until they received the money so i sent it. there are 3 large boxes and 2 furniture items missing. to date no one has responded to my claim. called their office they redirected me to the sales associate's email - they have still not responded. over $1500 worth of stuff missing and at least another $500 in damages.

  Business response

  23/01/2023

  Hello ***,
  
  We are very surprised by your feedback regarding our movers. We specifically checked the movers who were in your move, and both of them are working with us for a long time and every customer admires their work. We have never received a single complaint about these two movers before from any other customers. We will still investigate the situation, however, I have to say that there is a definitely misunderstanding and we do apologize for it. 
  Regarding your invoice; as your quotation states, the final invoice is prepared based on the actual weight. The quotation explains the pricing points and you can see a $200.00 area surcharge in your quotation as well. You paid exactly the same as your quotation except for the weight. 
  And, we haven't received any e-mail from you about your damaged items. Please make sure you send the e-mail to the correct address, the claim department's e-mail address is claims@pegasusvanlines.ca.
  
  Thank you

  Customer response

  23/01/2023

  I am rejecting this response because:
  I specifically phoned your company and asked which email to send it to. Your company informed me 2 times to send it to the sales person so that they could begin the claim. I have emailed them 3 times now. 
  

  i also informed you that your own movers that picked my stuff up refused to speak to me - which is why it is my HUSBANDS initials on your inventory list and not MINE even when I was the individual that sent the deposit, set up the date, made payment + more. I was never given any documents because they refused to speak to me or acknowledge my presence in my home.

  ************* *** ********** ************** **** ******** ** **** * ****** ************* ***** ***** **** ****** ********* *** *** ***** *** ** *** ** ****** *** **** *** ****** * *** * ***** ** ****** *****
  
  they guaranteed a 7-10 day delivery and then blamed me for the delay for “choosing to move during the holidays”.

  My couches are moulding as is my wood furniture due to the major water damage done to my furniture  

  Additionally, your own movers that were in my home both on pick up and on delivery all stated they were third party movers and DID NOT work for you. This company has been dishonest about multiple things since beginning this transaction.

  for These reasons and more I do not accept your response. **** ********* ** ******** ** ** ******** ********* ****** ** ******* ********* ********* ** **** * ** ****** ****** **

  Business response

  25/01/2023

  We provide an ETA but do not guarantee a delivery date. There was a delay with your shipment and we explained the reason for the delay it was because of the holiday season which means out of our control. We did apologize for this, and did not blame you. Again, we are sorry for the delay.
  Please contact our claims department regarding the damaged items, they will be happy to assist you. 
  
  Thank you.

• Initial Complaint

  19/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We ** * ******************** **** ******* ****** recently relocated from **** ******** *****, Mississauga ** **** ***** **** to *** *********** *** *******,Georgia,USA. For our move i.e moving our household items we spoke with Nick G. at Pegasus Van lines and hired them to move our household items from Mississauga to Cumming, Georgia,USA. The movers collected our items(weighing a total of 2980 lbs) on November 5,2022 with a promise to deliver within 30 days to our destination address. The invoice was provided to us for an amount of $2,997.90 CAD on 7th November,2022 which was paid in full by November 13 . We received confirmation from accounting team at Pegasus Van Lines confirming that the amount has been fully received. On Nov 14,2022 we received email from to complete Declaration form **** and information on accompanying household members, their passport details and US visa copies ******* * ****** which we submitted to Pegasus Van Lines on Nov 16,2022 along with the destination address where the items should be delivered. In the email, it was mentioned to deliver the items by Nov 20. During a phone call to the movers asking for a delivery date we were advised that our items will be delivered to our Georgia,USA address on Nov 29,2022. On Nov 28, I sent another email to Pegasus Van Lines to confirm the time for the delivery. Since then they have us on a constant loop and have still not delivered our items to us. We are in a new country with no items and have exhausted our financial resources by purchasing necessary items ********* ** ***** *** ******* ****** ********* **** *** *** ***** **** to get through our daily lives. The latest date for delivery provided by the movers now is Dec 28,2022 (56 days since taking our belongings). Today, It has been exactly 44 days since the movers took our belongings and havent delivered it yet. **** ***** *** ****** ** ******** *** ****** ******* We want this moving company to be held accountable and want our items returned.

  Business response

  21/12/2022

  Hello ,
  We do apologize for the inconvenience and delay, rest assured we are trying our best to deliver your belongings asap. 
  You initially asked us to deliver your belongings after Nov 20th, not by the 20th. We had a couple of trip departures back then but we did not ship your belongings on purposes because you asked us to hold the belongings and deliver them "after 20th Nov". We confirmed your request and did not deliver them before 20th Nov. We tried to complete your delivery end of Nov, however, unfortunately, we had multiple issues with the trip departure and could not ship them. We are truly sorry about the delay and we are working on the schedule again. We have a trip departure soon, and as soon as the driver crosses the border, he will give you a call and inform you about the exact delivery date and time frame.
  Thank you for your understanding. 
  
  Best Regards

• Initial Complaint

  07/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My belongings were picked up by Pegasus Van Lines on or about June 24, 2022 in Pincher Creek, Alberta.
  In order for the move to take place l had to sign the contract given to me by the driver when he arrived. I looked it over but was anxious to get the move completed. I regret that I was not sent the contract weeks ago when discussing the initial deposit. I signed it so that the truck could be loaded.
  My goods would be placed in their Toronto warehouse and delivered by another truck to my home in Middletown, RI.
  When the truck finally arrived at my home in early July, 1 item was missing and another item was damaged.
  The missing item was an exercise bar costing 52 dollars to replace.
  The damaged item was a surfboard that would cost 195 dollars to repair. 
  I submitted a claim that was rejected primarily because the contract had a deductible of 350 dollars written in very light print. There were additional escape clauses to do with weight,  packing etc.
  I am aware that l could have requested a contract prior to the move. I did not see a copy on Pegasus' website.
  I believe the company was callous in handling my goods and lacking good faith in leaving an item in the warehouse.
  
  

  Business response

  08/12/2022

  Hello ,
  
  We do truly apologize for the inconvenience we caused. The claim department assets to your claim and found out you are not eligible for a payout as a result under the terms and conditions. 
  Since we are a consolidated moving company, we keep our prices quite affordable, at the same time the insurance policy is limited to $.60 cents per lb with a deductible of $350.00. 
  Rest assured, we never left your missing item in the warehouse, the warehouse manager did his best to locate it. Unfortunately, we could not find it.
  Again, we are very sorry for the inconvenience.
  
  Best Regards.

  Customer response

  10/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  
  

*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. ↩