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:18/11/2024

  Type:Delivery 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.

  Date of transaction: I notified Canadian Moving Systems Inc., on August 15th (within the 10 days they give you to file a complaint of missing or damaged goods) that we have many items that were damaged. (Freezer (dents, scratches and cord damaged), dining room table (scratches and glass embedded in the wood), side tables (scratches and gauges), 55 inch tv screen broken, framed art (glass broken and frame broken), front entrance bench (scratched so bad we didn't recognize the piece), 2 recliner chairs (frame inside broken), 3 bikes (all tires were removed and mounted backwards and wires were strained)Unfortunately, we found other items that were damaged and missing afterwards and couldn't file for those. ***** 12 cube unit (scratches and holes), missing ****** EOS 2000d, pieces for daybed missing and others broken, bed frame scratched and damaged, some dishes and vases broken.We paid them 18 ****** for the move.They were supposed to provide us for some reimbursements for the damage goods. I've not heard a thing from them since I filed the complaint. I even emailed asking when I could expect an answer from them, to me met with no response.I've tried to upload all of the pics of damaged goods and documents I sent off, but I'm getting an error message.

  Business Response

  Date: 27/11/2024

  Please find attached response.

  Customer Answer

  Date: 27/11/2024

   
  Complaint: 22570888
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 02/12/2024

  I'm rejecting the 30$ they are offering in compensation for the multitude of damages done to our furnishings. 

  Business Response

  Date: 09/12/2024

  The claim was processed based on the coverage that all movers have.  It is standard practice for carriers to offer only basic coverage and anything extra would have to be purchased/declared prior to the move taking place.
  We confirm and inform each and every client of coverage in the following ways:
  
  Original Quote was sent with confirmation of Coverage
  The confirmation email which was sent to you when you booked the move clearly explained coverage as well
  The moving Contract has confirmation of basic coverage
  
  It looks like no coverage was ever requested, or paid for.  Therefore the shipment travels under the standard coverage liability of 60 cents per pound per article.
  
  The claim was therefore processed based on this coverage.

  Despite lack of coverage, CMS would still like to offer the client a refund towards the resolution of the claim of $50.00.  Please contact us directly to arrange payment for the offered amount.

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22570888
  
  I am rejecting this response because: I don't feel that we should have to buy extra insurance to ensure that a company does their job properly. I paid nearly 19 000$ to have my items moved and all that the moving company is offering is 50$ for all of the damaged goods that I had only 10 days to find. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 13/12/2024

  Please find attached response.

• Initial Complaint

  Date:06/08/2024

  Type:Delivery 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.

  Canadian moving systems are a house moving business. Canadian Moving Systems are a predatory business. I do not believe they are affiliated with BBB.Changed pick up date time and collected a few items and then doubled price twice. Held our homes inventory for ******. Then items arrived damaged and broken. Fragile boxes named fragile crushed. Items irreplaceable. Entire bedroom furniture broken. We are out of pocket $$$$. Rude and unprofessional. Predatory which I know *** already said. Its the only name for them.

  Customer Answer

  Date: 06/08/2024

  Hi there,

   

  Yes,we have claimed damages and have submitted the list to them today. We are still waiting to hear back from them at this time. Please let us know if you need the full claim that we sent to them. 

  Thank you. 

  Business Response

  Date: 15/08/2024

  Please find attached

  Customer Answer

  Date: 19/08/2024

   
  Complaint: 22092459
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** And *************************

  Business Response

  Date: 27/08/2024

  Please find attached.

  Customer Answer

  Date: 28/08/2024

   
  Complaint: 22092459
  
  I am rejecting this response because:
  We have already responded to this email with an attachment. Please see previous message attachment for our response. 
  

  If you need us to send it again, please let us know. 
  Sincerely,
  
  **** And *************************

• Initial Complaint

  Date:18/12/2023

  Type:Service or Repair 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.

  I hired CMS for a move going from ******************, ****** to *******************************. The quote was given to me by email, I revised it and updated it but even if the weight was not increased, they kept on finding extra reasons to charge me more (stairs, extra material, extra time, etc). So a quote around 5000$ end up being an almost 10000$ move. Not only did they not wrap my material properly as they stated in their contract that they would take care of delicate items such a large frames, mirrors, furniture, etc, they charged 700$ for the material AND my items arrived either, broken, unusable or lost entirely. I filled a claim with costs of materials lost, broken and damaged and they offered a reimbursement of 40$ based on the fact that I had wrapped the items that were broken and I did not take their 'extra insurance'. I tallied over 8000$ of repairs and they offer 40$, while it took them almost 5 weeks to move my items and when they delivered they were insulting and refused to place the furniture there where we wanted them (meaning beds in bedrooms instead of dumping everything on our door frame).

  Business Response

  Date: 26/12/2023

  Please find attached PDF response to this complaint.

• Initial Complaint

  Date:15/08/2023

  Type:Delivery 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.

  I hired *** to relocate my elderly mother from ********* to ****** in June 2022. I chose *** based on their contracted commitment to take apart and carefully wrap all of her furniture, lamps, and paintings. Unfortunately, much of the furniture was broken or damaged and 5 entire boxes were missing. In fact they charged for 2 closet boxes to throw mahogany side tables in with a vacuum cleaner and a lamp, all unwrapped, all broken/damaged. Dining room chairs were wrapped in garbage bags, many other items were also badly damaged. I filed a claim with the *** with pictures and detailed reasons for the amount claimed; after following up a number of times, I finally got a rushed response back offering me $182 in compensation, which is a slap in the face. It was clear that *** did not take the time to review my claim nor did it offer any compensation for the 5 lost boxes. Below is a portion of the initial response I sent them:"Thank you for the response. Unfortunately it is clear that your company rushed the claim after my email of yesterday and did not look at the very detailed information I had provided on my mothers behalf. That is disappointing as we waited over 11 weeks for a response and took the time to put forward a very reasonable claim. The offer of $182 to offset the moving companys gross negligence AND breach of its contract is absolutely NOT acceptable and quite frankly insulting. Your company did not meet its contractual obligation to wrap items such as tables; the movers treated the furniture and belongings with gross disregard; and 3 boxes were lost without explanation and should be fully compensated for. Our position is that the mediocre coverage you say was included in the agreement does not apply in the circumstances." *** responded to my claim was sent on September 27, 2022, I attempted to resolve the issue with *** directly but they simply did not budge on their position. Emails of the contract and negotiations are available upon request.

  Business Response

  Date: 06/09/2023

  Thank you for providing us with an opportunity to respond to this complaint.  We sincerely apologize for the delayed response.  

  ******************************* contacted CMS for long distance moving services from *******, ** to Orleans, ON.  Prior to the move taking place, the client was advised that as movers we have very basic coverage that is included with the price of the move.  To purchase additional coverage the client must either purchase coverage on their own through their own insurance provider, or request it through the carrier in advance of the pick up date.  ******************************* did not request or purchase additional coverage through CMS.  As per the contract and the terms of the highway traffic act our coverage is limited to the rate of 60 cents per pound per article.

  Following delivery ******************************* did submit a claim with our office.  The claim was accepted and processed on the coverage the client had with the move.  As the claim eligibility fell under the applicable deductible.  The client was not eligible for a refund due to lack of coverage.  However, as  courtesy CMS did offer a refund to settle the claim and satisfy the situation.  To date we have not heard back with the agreement.  We are still happy to offer the refund.

  We welcome a response via email and would be happy to process a refund to the proposed settlement.

  Customer Answer

  Date: 07/09/2023

   
  Complaint: 20471829
  
  I am rejecting this response because:

  1. The offer they made was the bare minimum the company claims I am entitled to per their contract (which they breached)
  2. I would like details of the exact amount they are offering to "settle", I did not see this in the exchange.
  3. There is no mention or compensation for the 5 lost boxes, the weight of which was unknown and for which I put zero as per the company's initial recommendation when I was filling out my claim form.  I would like the company to compensate me for those boxes, which have somehow disappeared and for which I never received any explanation.
  
  Sincerely,
  

  
  *******************************

  Business Response

  Date: 14/09/2023

  Thank you for your response.

  The claim was accepted and processed based on the coverage the client had with the move.  The contract/BOL always had a confirmation of coverage during transportation and no contract breach occurred.

  The customer submitted a claim for a total of 405 lbs @ 60 cents/pound = $243.00.

  $243.00 - applicable deductible $425.00 = -$182.00.  This means the client is not eligible for a refund due to lack of coverage.

  As a courtesy we did want to offer a refund of $100 to settle the matter.  Please do contact us @ ****************************************************** and once the documents are signed, we would be happy to issue a refund.

  Customer Answer

  Date: 16/09/2023

   
  Complaint: 20471829
  
  I am rejecting this response because:
  We still do not have a justification or any compensation for the 5 missing boxes: these have disappeared while in the company's custody and need to be compensated for.  
  I am prepared to accept $500 to finalize this dispute, which is far below my original ask.
  Sincerely,
  
  *******************************

  Business Response

  Date: 25/09/2023

  Thank you for your response.  The claim did address the claimed missing boxes.  All missing and/or damaged items are processed based on the coverage that the client had with the move.  The client was offered opportunities to purchase additional coverage and did not choose to pay additional fees and purchase additional coverage.  As per the Highway Traffic Act the coverage limitations is at the rate of 60 cents per pound per article.  CMS as all other movers follow the same coverage limitations as per the Act.

  The claim was processed as follows: 405 lbs @ 60 cents/pound = $243.00 - $425.00 Applicable deductible = -$182.00

  As a courtesy and in an effort to resolve the claim, despite the lack of coverage, CMS would like to offer Sanaz a refund of $100.00 to resolve the claim.

  If you would like to accept this offer, please email: ***********************************************************

• Initial Complaint

  Date:17/07/2023

  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.

  Moving company quotes a price for moving 2 pieces of furniture. A minimum of 1000 lbs / 1 bedroom apartment is quoted. They say is the minimum price. I add 4 piece since I'm paying for a 1 bedroom/****$ for less furniture. They increase the price by *** $ They call the day before delivery and say they can leave the furniture on the sidewalk or I have to pay ***$ more for them to carry the furniture upstairs to my apartment (there is no elevator, it's a house!) None of this was ever mentioned until they took my *** $ deposit. They hide the information in the fine print. This information MUST be share BEFORE they take the customer's money.

  Business Response

  Date: 24/07/2023

  Thank you very much for brining up your concerns, we would be happy to address your concerns and respond to your complaint.

  The client requested to ship 3 pieces of furniture and received a quote for 1000 lbs.  However, closer to the pick up date the client did add additional 3 more items, which translated in a change of the quote by 150 lbs @ 40 cents/pound = ****** + taxes.

  This was accepted and agreed upon.  A confirmation email was emailed to the client as well.

  The contract did confirm that any additional services such as stairs or long carry or storage are an additional fee.  The client did have stairs @ delivery and we did offer the client to perform this service at an extra cost of bring the goods to up the stairs.  The client did not have access to an elevator and the crew had to phsyically carry everything up the stairs.  We do offer clients option and the client did choose to have everything brought up the stairs, which was an extra fee.  *********** was performed at delivery time.

  It was very hard to deal with the client as the client was very aggressive and used foul language demanding that the service must be free.  Delivery was successfully completed on **** ***** ****.

  Customer Answer

  Date: 31/07/2023

  The amount I finally paid was almost DOUBLE the quote for 6 piece of furniture. You will see on all the "quotes" in attached emails and there is never mention of all the extra fees that accumulated. They write the quote in really large font, and the extras in tiny little font, not included in quotes.   I added Items, from 3 to 6 items but still a "1 bedroom". They insist on a *** $ deposit (3/4 of the quoted price) so I had to pay ***$ or lose ***$  The day before delivery, dispatch calls and asks about the drop off location - 2nd floor of a duplex - which **** knew. Extra charges for STAIRS!!!  I was told that if I didn't want to pay the charge, they could leave the furniture on the sidewalk ! I asked to speak to a supervisor, I was told no. I insisted. I was told someone would call me.  No one ever did. I want a refund for **** stair fee. They charged me *** to weigh the furniture, never confirming the actual weight. See the invoice, it just says "estimated weight - 1150lbs 6 pieces" and "minimum weight charges".  They charge a scale fee but don't weigh the furniture!!!!  I want a refund of **$. They charged me for a warehouse fee when THEY COULD NOT DELIVER BEFORE until a week after they had picked up the items.  It says in ****'s email that I asked for that date.  That's a lie.  She told me on the phone that the 1st available date to deliver was the **** ** ****.  There was never any mention that there would be a warehouse fee for waiting between between pick up and delivery date. I want a refund of ***$. When the movers arrived, I had to give my credit card and sign the invoice BEFORE the job was completed.  What choice did I have ? They were holding my belongings "hostage" unless I agree to all the abusive surcharges.  The comment from CMS on the reply to you is that "expected to get things for free".  I expected them to honour the quotes and not add additional fees "at will".  I expect to be refunded **** extra fees never quoted until I got the invoice.

• Initial Complaint

  Date:07/07/2023

  Type:Delivery 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.

  The disastrous service we obtained from this company while moving from ******** to ********* on ******* ***, ************************************************************************** to submit this complaint earlier. The furniture was picked up on ******** **** only to depart on ******* *** and arrive in disastrous condition. The photos (in attachment) are self-explanatory, and the several complaint emails (in attachment) sent to your company support the lousy service we obtained and the absolute lack of customer service and care for our furniture and belongings for which we paid **** ******** ******* to CMS. Our belongings were shoved, trashed, damaged, and soiled to the point of being unusable. The sheer negligence and lack of care in the way CMS staff moved our furniture is shocking and has left us with soiled and smelly mattresses and damaged furniture. We had ** ****** *** ** ****** ***** to purchase new items. **** *** ****** ****** ********* ******** *** ****** ** ** ****** **** ****** ********** ******** *** ********* *********  ** ******* ****** **** ***** *** ***** ** ********* ******** *** *** ****** ********** ******** **** * *********** *** *** *** ******* **** **** The details below include all the items that were missing, broken, damaged and soiled to the point of not being usable. On ******* **** we filed an official complaint for the amount of ******* worth of missing, soiled, trashed and damaged items for which you offered compensation of ***. ** *********** *** ***** *** **** ****** ******* ** ******** ** **** ************* ** ********** ** *** ***** **** ** **** *** ******* *** *** ********** ******* *** **** ******* **** **** **** ***** ******* *** **** ******** **** ***** ************ ********* ********** ******** The outrageous number of Better Business Bureau complaints support this. **** ******** *** ******** *********** ** ****** ****** *** ****** ****** ********** *** ******* ********* ** **** ***** ** **** *** ********* *********** **** ****** ** *** *** *** **** *** **** ****** ** *** *** *** ***** ********* *** ********* ***** *** **** *****. Since then CMS has refused to even talk to us claiming we did not take insurance which they did not mention at the time of sales. **** ***** **** ** **** *** ********* **** ***** **** *** ***** ********** **** **** **** **** *** ********** ** * ********** ***** Thank you, *****************************

  Business Response

  Date: 17/07/2023

  ***************************** hired CMS to perform a long distance move from ******* to ******* back in ****.  The goods were picked up in December  of *********************************** the complaint.  Delivery was performed in ********** January *** ****.  

  Prior to the move taking ************************ was offered options to purchase coverage through CMS - she declined to do so.  It was confirmed with her that the coverage during a long distance move is very basic and that it only extends as far as 60 cents per pound per article for any item claimed.

  Following delivery ********* submitted a claim for a stained mattress a damaged spoon that was packed by the shipper and small scratches on a few furniture pieces.  The claim was accepted and processed based on the coverage that was available with the move which was at the rate of 60 cents per pound per article.  

  The client was not eligible for a refund due to lack of coverage.  We emailed the client a claim response back in ***** ** **** and have not heard from her since.  More than *** ***** later she reaches out again.  

  We are providing the same response as we did to the client.  Due to lack of coverage and although the client was not eligible for a refund, we are still offering the client a courtesy refund which the client is still being offered.

  If the client would like to accept the refund, please get in touch with us and we would be happy to process the refund.

• Initial Complaint

  Date:19/04/2023

  Type:Order 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.

  I hired Canadian moving systems to move my furtinure and items from ********, ******* to ***********, ********** April ****. Pickup took place on April **** and drop off will take place on April ****.The minimum quote I got was for ******* CAD. I ended being charged ****** There are other charges, as per the contract, to be added. Like stair fees, warehousing fees and packing fees. Those were mentioned in the quote but weren't presented to me in a clear way. However, this is not my main complaint. I do however think that the business purposely include those small details in the "fine print". The quote is made in a way that shows in large font the *******, making customers think this is what they're going to pay.My main issue is, during the move, the crew did pack some items without asking me (that didn't need packing). And after the pick up was done, gave me a contract to sign, that contract included all the fees. and I signed it. When I signed it, those extra fees weren't added to contract. The next day, their agent sends me an email asking me to pay the balance, I found that there were other amounts added to the contract AFTER I had signed it. This is something I find unacceptable and is probably illegal. The contract copy I have is the one the business sent me. Unfortunately, I should have taken a picture of the contract when I signed it, but I didn't because I never thought somehting like this would happen.This business needs to learn to be more transparent and upfront with their costs. and it also should learn that the practice of adding details to a contract is NOT accetpable and is illegal.

  Business Response

  Date: 28/04/2023

  Please find attached response.

• Initial Complaint

  Date:05/10/2022

  Type:Service or Repair 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.

  They charged me $3,100.00 to move boxes, 1 dresser and 1desk w/two cd towers. I marked all my boxes with a number and Glass where applicable on every box. I also kept a list of all numbers and what was in each box. It took one month to arrive from ****** to ******** then when the truck started to unload we noticed that all the boxes had holes in them, some were squished and 4 complete boxes were missing. They did not put any stickers on the boxes indicating that the majority had glass. And you guessed it all were broken. They had another household content behind mine witch they had to climb over to get a set of golf clubs. I reboxed my content and took stock of what was missing. Then they said "I packed it - I am Liable" and then they offered me $40.00 for all my stuff. I was so upset and my husband wants to call *** **** about this companies practices. I have a list of my approx. price missing or broken and it's over $4,000.00. I ** * ****** *** ** ** ******* ********** *** ****** **** and I just moved to ******** and they think they are getting away with this they are very wrong. $3100.00 is a lot for me. thanks for listening

  Business Response

  Date: 28/10/2022

  
  The client hired CMS to perform a long distance move.  Prior to the move taking place the client received a clear confirmation of our coverage limitations as well as they received options to be able to purchase additional coverage. 
  
  The client chose not to purchase any additional coverage through CMS.  Therefore the shipment was transported at the coverage of 60 cents per pound per article. 
  This coverage is not something that we only offer, but all long distance carriers offer as per the Highway Traffic Act.
  All correspondence was communicated via email to the client before the move ensuring that the client had options to add additional coverage.
  
  Following delivery the client accepted the delivery and submitted a claim with our office.  The claim was accepted and processed based on the coverage your client had with the move. Most of the items claimed were owner packed and therefore were not covered.  All the dishes and glass items were packed by the client and CMS only picked up and transported those boxes.
  The remaining 5 items were accepted and processed based on the coverage the client had with the move. 
  
  We have been in touch with the clients private insurance company and we understand that the client had coverage through a third party.  The client was offered a fair refund to settle the claim and we would be happy to still stand by our offer.
  

• Initial Complaint

  Date:26/09/2022

  Type:Service or Repair 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.

  My husband and I booked these movers in August to move our home from ******* to ****************. They gave us a quote of **** based on an incredibly detailed list/pictures of our entire home. Once all of our belongings were loaded into their truck and the truck was off my driveway, their dispatch told us we had "****** pounds" of stuff (our stuff was never weighed) and our new total was going to 15,000$. I told them this was against the consumer protection act and they took a measly few thousand dollars off. I paid under protest after my stuff had arrived in **. They told me if we didn't settle this matter I would have to start paying for storage at a rate of $2000 a month. On the day they were to arrive to unload our belongings, they unloaded the whole *********** noticed several high value items missing. I told them this and they called their dispatch. Only after I had I realized and forced them to inquire, I received a call that all my items did not fit on the original *********** would need a second delivery the following week (but they still wanted the entire payment via bank draft that instant). We settled that they would deliver the rest of the items the same day. After they delivered the second load of items and I have began to inspect my things, every single item is severely damaged. This entire process has felt predatory and ********** and upon reviewing some other customer complaints saying they had very similar experiences, I am at a complete loss how this horrific company has an "A" rating. They even advertise on their quote they have an A rating even though I see on your website so many complaints about them ? I'm expecting very little to be resolved by filing this complaint but I'm still doing it in hopes of saving some other person from having the entirety of their earth possessions ruined while being ****** in the process.

  Business Response

  Date: 09/11/2022

  ******* and ***************************** booked a move from ******* to ** with CMS.

  Prior to the move taking place CMS took great care in providing ******* with a detailed quote based on the information that was provided by ***************

   

  **************** provided CMS with a list of the items to be picked up and transported.  Based on that a quote was issued based on 15325 lbs based on a detailed inventory of 216 items to be picked up and delivered to **.

   

  When the crew arrived for the pick up date, it was noted that the client has much more than originally indicated.  There were additional boxes, furniture items and other items.  There were a total of 111 additional items that needed to be transported.  Prior to loading and taking the additional items CMS did contact ******* and provided a new quote to ship the additional inventory.  ******* did agree with the updated minimum weight charges and agreed to proceed and take the additional inventory.

   

  CMS did not update the quote after loading and leaving.  CMS provided an updated quote before the goods were loaded and requested clients permission to update the quote before the additional inventory was moved.  The client signed and initialed beside each additional charge to confirm the new agreement.

   

  A new agreement was reached with the client before the goods were loaded and a new agreement was emailed to the client.  Please find ********.

   

  As a courtesy and in an effort to resolve customers dissatisfaction, CMS offered the client a price reduction of $2226.00 which was accepted and agreed upon.

   

  The client accepted delivery on September 23^rd, 2022.  CMS performed a 2^nd location delivery at no extra charge as well.

   

  Following delivery, the client submitted a claim with CMS on October 4^th, 2022.  The claim was accepted and will be processed within **** weeks of submission date.  Once processed a claim response will be emailed to the client.  The claim will be processed based on the coverage the client had with the move.

   

  Customer Answer

  Date: 09/11/2022

   Complaint: ********

  I am rejecting this response because:this is a completely inaccurate description of the events that took place. The crew had infant loaded all of our belongings on the truck, and moved the truck off my driveway before they informed us we were over "weight". Their contract clearly states it's based off a minimum weight charge and any additional weight, a scale ticket would be provided and the .60 cents per pound would be applied. To this day, I have yet to recieve a scale ticket with the weight of my shipment. They just make up any number they feel like and charge you for it and you have no choice. They state we had an additional **************************************************************************************************** my empty house. As well, while we were unpacking, we found over 20 items with double stickers as well as boxes they had packed with smaller items that had a sticker number on the box, as well as individual items in that box also having stickers on them. They have numerous other complaints stating they use this ******* and predatory tactics as well so clearly I'm not just fabricating these claims. This matter has been given to the ******* department of consumer complaints as wel* ** **** ** ** ****** ** *** ******** ********** **** We had no choice but to pay under protest the amount they were asking in order to recieve our belongings back. The woman who scheduled the delivery told us if we did not accept delivery by that day we would be charged $2500 per month in storage. 
  I am asking that this company provide me with the actual scale ticket for the weight of my belongings and adjust my bill accordingly. They have ********* taken advantage of a vulnerable position I was in, in that they were in possession of the entirety of my belongings, and could therefore charge whatever they wanted.
  Sincerely,
  
  *****************************
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 18/11/2022

  Thank you for your response.  CMS did update the quote and applicable minimum weight charges with ******* BEFORE the goods were loaded and before the loading was completed.

  Furthermore, ******* was contacted by email the following day and the new quote was approved and confirmed by ******* before the goods departed to go to **.  This allowed the client to confirm the agreement to the new quote before the goods departed.  We have an email the next day after the pick up was complete and ******* does confirm agreement with the new quote and price allowing the client to review everything.  We did also offer the client an option to have the remaining items remain behind or be returned back if he wanted to keep the original quote.  The new quote was approved, signed and initialed for.  Only then was the shipment loaded for departure.  At no time did we take advantage of the situation and CMS offered a huge discount despite the huge additional inventory of items to be moved.

  The new price with the discount was accepted and agreed upon and paid despite ************************ the first approved quote.  

  CLAIM - Prior to the move CMS took great care in ensuring that the client was well aware of our coverage limitations and offered customer the option or purchase additional coverage through us or through their own insurance provider.  This client did not choose to purchase additional coverage and did not pay any additional premiums for this coverage.  As per the Highway Traffic Act, the shipment traveled under the coverage limitations of 60 cents per pound per article as all movers carry.

  The claim was accepted and processed based on this coverage

  Total claim ****lbs @ 60 cents/pound = $738.00

  $738.00 - $425.00 Applicable Deductible = $313.00

  CMS would be happy to offer this refund to the client in satisfaction of the submitted claim.

  please email ****************************************************** to process the refund once the settlement form is signed.

  Customer Answer

  Date: 21/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: Once again,

  there is absolutely no signed contract with the new charges on them. The only thing that was signed was for packing materials and it was signed by myself, not my husband. The new weight charges were added in AFTER it was signed and do not have any signatures or initials beside. All of this has already been discussed. We do have our own coverage, however, we did not expect to pay ****** for ********** moving services for almost the entirety of our shipment to be completely damaged and then offered an insulting $400 back. 
  
  Sincerely,
  
  *****************************