Complaints

This profile includes complaints for Matco Moving Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Matco Moving Solutions

  200 229 33 St NE Calgary, AB T2A 4Y6

  
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  Matco Moving Solutions

  5003 52 Ave SE Calgary, AB T2C 4N7

  

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:14/09/2022

  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.

  On Aug **, 2022, I moved from a town house into a house. I used Matco Moving in ******* and was very disappointed with them. Originally, they quoted me approx 6.5 hours of moving, which came to approx. $****. My surprise was when they charged my credit card at approx. $****. Almost double!! I contacted them, but they are just making excuses about the situation. I also had a coupon to render for $*** off, which was never considered, as they never did a final follow-up of the service before charging my card. This situation comes to my attention with a red flag as a scam. This business must be under quoting clients to gain their business and then overcharging them in the end. I know this as a fact because one year ago I moved the same furniture with a different company and it cost me $****. As well on this issue, I was actually quoted based on moving specific items, which I ended up moving more myself before they came for the large furniture. This meant they had less to move than the original quote. I wrote them these words:"You need to revise your methods for quoting, hold accountable your over charges when quotes don't match up, and provide a final service call before charging a customer to ensure satisfaction. If your not even close to your quote there is something seriously wrong with your business or you are scamming people into believing your prices are cheap when they're not. I will report you to the Better Business Bureau for sure." Thank you for your support.

  Business Response

  Date: 03/10/2022

  To whom it may concern;

  Tell us why here..

  Quote was given June ** 2022 to the client based on **** lbs/6.5 hrs,quote was quite clear that move would be based on actual hours taken, estimate was for $*******.

  The confirmation/contract was sent to the client June ** 2022 and signed off on acknowledging the move, and if *** ect was required this would be extra.

  The client decided she wanted *** which clearly stated there would be an an additional $****** over and above.

  The local ended taking 8.5 hours including travel time (we did not charge OT as it was over 8 hrs), again client signed the *** acknowledging the hours taken, reason being there were some pieces that were difficult in getting into the new home ,one was the couch, it would not fit down the stairs, client wanted to see if in fact this was true, crew did attempt but this was a know go, also there was a table in the garage at the end that she wanted the crew to put together, driver had mentioned this takes time.

  We feel this was a good move, all moves are not alike, in this case destination was difficult to move in, this was shown to the client, so if you take the extra time for the couch and the table and the extra travel back from the district of ******* and take off the *** that the client wanted, the difference form the quote and the actual would be a difference of $******, that is a good estimate.

  I believe there is some confusion with the quote and what she signed for, so in a good will gesture we credited back already the *** of $****** plus GST, our complaint **** has already talked to the client and *** her that was going to happen.

  We apologize for any confusion, but I feel Matco did everything right and as per contract, it was not a firm quote, which I seem to get the impression on this move, I feel to resolve this that we did not charge the *** and gave back the ***.