Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Selected Huli as they are BBB A+ ****************** came on **** Jan (sold house etc and needed to hand keys on **** before 11am).Paid a deposit of $***** by credit card link.Yesterday was told the price had gone up and the final payment of $***** had to be paid by cash (interac/transfer etc) by 9th February. My response today: Regarding the final payment, I wasnt aware that Huli doesnt accept credit cards, as this wasnt mentioned previously. Since I paid the deposit using my credit card, Id prefer to settle the outstanding balance the same way if you could send me the payment link. However, if credit card payment isnt an option, Id appreciate your flexibility, as Ill need to reach out to friends for support. In that case, I suggest to make payments in installments of $***** as I currently dont have access to the total amount in cash.Their reply today:Regarding the payment, I regret to inform you that we are unable to process credit card payments for the final invoice. Even if I send you the link, it will not go through. However, you have until February *, 2025, to complete the payment. Once the payment is made, please kindly send me the proof of payment, and I will notify the accounting department accordingly.Feel stressed, under pressure, forced as hands are tied. Where to get thencash from? Why do they only accept cash payment?

  

  Business Response

  Date: 11/02/2025

  The situation was resolved when the client found a way to make the final payment. The client settled the final invoice, despite the initial confusion about the payment method. The issue was simply about the need to make the payment through a non-credit card option, but ultimately, the payment was completed.

  Customer Answer

  Date: 11/02/2025

   
  Complaint: ********
  
  I am rejecting this response because: I was forced to pay using funds borrowed from friends in a very short period of time as otherwise my shipment would not be shipped and I would incur daily holding charges. When the initial enquiry was made, there was no mention of a cash only payment as the deposit was made using a credit card. I had no choice but to accept this as they already had packaged my personal belongings. This business needs to ensure that consumers are aware of the cash only payment terms PRIOR to taking the shipment from its customers consumers/customers.

  I hope there are no issues with receiving my shipment now as I have made this complaint.

  Thank you.
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 11/02/2025

  Thank you for sharing your concerns. We understand your frustration, but as with many businesses, we are bound by the policies of credit card companies, which do not allow us to process certain payments due to the high risk of fraudulent activity. The decision to only accept cash or other non-credit card methods for the final payment is made with the intention of protecting both our customers and our business from potential fraud, which can lead to significant losses.
  
  We understand this situation has been stressful, and we apologize for any confusion regarding the payment terms. While we strive to communicate clearly, this policy is set in place for the safety and security of everyone involved. We hope you understand the position we're in to prevent these types of issues and appreciate your understanding in this matter.

• Initial Complaint

  Date:27/05/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As someone who has moved overseas with just a storage locker remaining (no Canadian banking) I was very explicit to ask that I could pay with credit card. I explained that it is extremely hard and friction I didnt want to have to deal with my bank overseas. They sold me saying yes for sure only credit card and having a good BBB rating. They then only took deposit this way, the rest despite call and email follow *** said could not be paid by credit card. Since they already picked up my stuff I have no alternative, I have to work with overseas bank to do wire transfer paying more fees along the whole process. I feel deceived and more frustration which I didnt need in my life. There were other companies that would have been all credit card (friends confirmed using ones) - I would not have chosen them if they said the truth.Furthermore the pick up timing, they only just made it within an hour after I called and emailed saying I would be frustrated as already in middle of nowhere ( they called minutes before scheduled time - they were trying to say they might be hours late). The movers when they arrived told me they were late due to other clients not being packed as described. This should not be my problem or you should build buffers accordingly. I was packed and it took them *********************************************** general what frustrates me is the difference between the sales and actual service, it has been night and day. I believe others have probably had this experience based on the way they respond (telling me this is what I tell when other people have same complaint?! Deal with reason for the complaint instead of telling me youre reading a script?!) and I hope to ensure others are warned before choosing this service.I used a different mover in the past within ****** and I regret trying this company.

  

  Business Response

  Date: 21/06/2024

  Thank you for your feedback. We're committed to resolving this issue. We apologize for any inconvenience caused by the confusion regarding payment methods. If you can provide a screenshot of the bank fees incurred, we will refund those charges. We appreciate your patience and understanding as we work to improve our services.