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:02/05/2023

  Type:Product 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 broke and stole items during move. I have pictures showing that a box closed with tie-wraps was opened, with valuable bags missing. They offered 40$ of compensation for over 2K of items damaged and missing. Pictures and receipts available

  Business Response

  Date: 12/05/2023

  Canadian National Van Lines was hired to perform a long distance move from Alberta to British Columbia.  The move was performed and completed as per the moving contract that the client entered into.

  At that time of booking the move, before the pick up, the client was sent a confirmation email at the time of booking the move.  When the contract was sent to the client, it did confirm the coverage limitations that all movers have including offers or options where a client can purchase additional coverage through the carrier or purchase coverage through a third party.  It is also confirmed that owner packed items are not covered as per the Highway Traffic Act.

  The client chose not to purchase additional coverage through CNVL.  Following delivery, the client claimed very minor damages and those were processed based on the coverage the client had with the move.  The client did claim that some items were missing from a tote.  CNVL does not accept this claim and those items would not be covered as we do not know what the client had inside her totes, and those items are not covered.

  Although the client did not purchase additional coverage, nor did she pay anything extra for additional coverage.  CNVL did still offer a refund to the client in efforts to resolve the situation.  

  We still stand by our offer to settle the matter and hope that our offer will be accepted.

  Customer Answer

  Date: 12/05/2023

  
  
  Complaint: 20010932
  
  
  
  I am rejecting this response because: I would like to know if opening boxes, searching items and stealing objects is considered "minor" by this company. See pictures attached. Why were the tie wraps of the boxes I packed cut sharply, the lid broken and half the items inside (including several valuable bags) missing? If you do not reimburse me the full value of the stolen objects, I will see you in court.

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

  Business Response

  Date: 23/05/2023

  We thank you for your response.  CNVL is in the business of moving and relocating clients.  We are not in the business of opening boxes and taking customers items.  our staff would never do this and would not behave this way.

  As per the Highway Traffic Act we are not able to take responsibility for the items that the owner packed inside their boxes.  We do not check the contents of the boxes or bins and do not go through the items before shipping.  All owner packed items are owner responsibility.  We are not able to offer coverage for items we don't see or pack before shipping.

  This was all confirmed with you before the pick up date and before moving.  Additional coverage was also offered before the pick up date and this was not purchased or requested before shipping.

  Although the client did not choose to purchase additional coverage or pay the additional premiums, CNVL still did offer a reasonable refund and we stand by it.

  if you would like to accept it, please email our office and we would be happy to process it.

  Customer Answer

  Date: 23/05/2023

  
  
  Complaint: 20010932
  
  
  
  I am rejecting this response because: You ARE in the business of opening up boxes and stealing items. How do you explain the pictures showing boxes arriving with open tie wraps with half the box empty with items missing? Also, why are only the valuable items missing? Expensive brand items only? You are burglars, you deliberately sliced the tie wraps open, broke the box, stole all the valuable items and offered me 40$ for it. You should be ashamed of the way you treat your clients.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:14/10/2022

  Type:Product 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.

  This moving company damaged approximately $6000 worth of items while shipping them from alberta to nova scotia. There claims department has offered me $40 as a settlement when I was charged over $200 by their driver to package some of these items that still showed up damaged or destroyed. I've attempted to resolve this with their employee ***** and she is unreasonable. Trying this option before having to resort to filing a claim through small claims court. I'm willing to settle for a full refund on the additional charges by their driver for packing and the replacement of the shattered 50 inch smart TV.

  Customer Answer

  Date: 17/10/2022

  No additional insurance was offered when dealing with their CSR ********.  When they tried to use this against me, they referred me to subscript writting on their website and in emails that was a foot note that needed to be zoomed in 200% to read. Offering $40 refund for all the damages done by their company, even after charging an extra fee of over $200 for their driver to package or they wouldn't take the items. I made full payment for delivery from grande prairie to cape breton. I payed all funds that weren't hidden costs. A minimum of replacing the 50" smart TV, refund of additional packing costs and an acknowledgement by their company of their poor handling of customers items is what I'm seeking. Ideally I would also like my $2500 medical lift recliner releathered and other damages repaired. Judging from other complaints, this is a common issue with this company and they need to start being help accountable!

  Business Response

  Date: 24/10/2022

  Thank you for your quick response.
  This client was offered the option of purchasing additional
  coverage, but declined it and the coverage was therefore only at the basic rate
  of 60 cents per pound per article.  I
  have attached a copy of the Bill of Lading.  I can also forward all the correspondence where coverage was clearly
  confirmed and offered if needed.
  
  Mr. ***** submitted a claim form following delivery and it
  was accepted and processed based on the coverage he had with the move.  Although he was not eligible for a refund we
  did still offer a refund as a courtesy.  Furthermore, most of the items claimed were owner packed/owner risk.
  
  Upon delivery he had long carry services that needed to be
  performed and those additional fees were waived as well. 
  This client has been very abusive and rude to our staff.

  Attached is a copy of the of the signed Bill of Lading where coverage was declined.  The customer signed this at origin and destination.  Furthermore the client at no time requested or purchase additional coverage.

  Attached is also the moving agreement that was sent to him at the time of booking which also confirmed coverage and offered him options to purchase additional coverage before the move.  At no time was this requested or purchased.

  Customer Answer

  Date: 24/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because: the company forced me to an additional cost for their employee to package certain items. This takes away the "shipped at customers risk' that they speak of. At minimum I'm owed the additional cost charged by their driver, and the replacement of the shattered 50 inch smart TV. This isn't unreasonable and should be acceptable considering the gross handling of all of my hard earned belongings. To try  and negate responsibility for damages based on refunds given from a previous poor customer service and transparency issue is a very poor business practice. 
  
  
  
  Sincerely,
  
  
  
  *********** *****

• Initial Complaint

  Date:30/08/2022

  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.

  Pick up May 14 in Edmonton, drop off June 20 in Summerside PEI.
  
  This is the most unprofessional company I've ever had the displeasure of dealing with. Major damage to our belongings. But, more insulting: They subcontract movers and you get untrained and disrespectful people handling your materials. Your belongings are then passed between subcontractors and storage facilities as it moves across Canada.
  
  They chain smoke in front of you and your children. They drop and throw your belonging in front of you. Refuse to properly drape anything. They run through your house with dirty shoes, and cause major damage to the stairs and walls, without acknowledgment or even an apology.
  
  I contacted their claims department citing all my concerns. I asked them to simply replace a new kitchen table I watched them move, drop, throw and destroy, and I'd let the damage to older items slide. The cost was $1000. They offered me $50, citing what I was owed in my coverage. However, they refuse to acknowledge it was not damaged in transit, but instead by unprofessional behavior at the point of pickup.
  
  They have no remorse, offer no value, and frankly raise the prices substantially after initial quotes.
  
  Do not hire this con-artist, amoral, disreputable and disrespectful company.

  Business Response

  Date: 09/09/2022

  Thank you for providing CNVL an opportunity to respond to this clients concerns.

  Robyn Douglas and David Antle hired CNVL to relocate from Edmonton, AB to Summerside, PEI.  CNVL transported an inventory of over 205 items from Alberta to PEI.  Upon delivery the client did note two items damaged and submitted a claim to CNVL.  There was a table and a bench that were scratched.  Throughout the entire more those two items are the only items that were scratched.  The claim was accepted and processed based on the coverage the client had with the move.

  The client was offered coverage before the move took place, however he chose not to purchase additional coverage.  As such the clients claim was accepted and processed based on the coverage of 60 cents per pound per article for any damaged and/or missing items.  These are not our rules, but as per the Highway Traffic Act.  

  The client was not happy with the response, however as a courtesy we did still offer a refund even though the customer did not choose to pay for coverage.  However, we have still offered a refund.

  We do apologize if the crew at pick up or delivery was not behaving and we have advised management and the crew has been dealt with.  We do sincerely apologize.

• Initial Complaint

  Date:29/07/2022

  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.

  Canadian national vanlines Inc. Has applied hidden charges to the shipment of my furniture from alberta to nova scotia. They have added an additional $1600+ dollars to my final bill and are now holding my belongings hostage after I've already paid $3500. They say it's a storage fee for 2 months, although the ******* did not mention a storage fee or provide me a rate. This is theft and from all the reviews I see on the interest, a common practice by this company to rip customers off. They are unwilling to cooperate, even though I had many email discussions with ******** (the *******) about no hidden charges as I'm am on a fixed disability income. I need someone to help me obtain my belongings because they are going to keep doing this to all their customers.

  Business Response

  Date: 03/08/2022

  We thank you for providing CNVL with an opportunity to respond to this.  At no time are we holding or will hold any customers belongings hostage and we will not stand for these comments or accusations.  

  This client was provided with a price to move from Grande Prairie, AB to Wateford, NS.  A quote was provided to the client for $4143.90 + HST = $4765.48.  The quote clearly confirmed that this did not include any packing, storage or any additional services that may be required.  The client did require packing services when the crew arrived which was a cost of $205.00 + HST = $235.75.  This was the additional approved fee and the client agreed and signed for this fee.

  When the goods arrives to Ontario back in May the client did not have a definite delivery address and therefore the goods were kept in storage as per his request until present.  We offered the client as part of our agreement 30 days free storage (starting from the pick up date) and each additional month was at a rate of $330.00/month.  The goods have been in storage since April.

  April
  23 – May 23 free
  May 23
  – June 23 1 month
  June 23
  – July 23 2 months
  July 23
  – August 23 3 months.
  
  The storage
  expires on August 23

  The additional fee for 4-1 months of storage is $990.00 + HST for the storage services performed = $1138.50

  The client stated that he had no funds to pay this and sent us local East coast storage rates which were at the rate of $139/month + taxes.  We contacted the third party storage facility and they even confirmed that they did not have space available until earlier this week and that those prices would not be valid.  However, as a courtesy CNVL was offering the client to match these rates just until August 23rd in an effort to resolve the issue and have the goods delivered.  A discount of of $659.50.  

  The client is refusing to pay for storage at all.  He is clearly admitting and agreeing that he would have been paying storage to the storage facility, but he is refusing to pay our storage rates at all.  We are not sure why or what we have done wrong.  

  The price/quote only increased with the packing services performed and the storage services offered, which we even discounted by $659.50.

  The storage is set to expire on August 23rd and another month of storage would apply at our full rate as we are not able to offer this low rate going further.  We have confirmed this with the client as well.

  Customer Answer

  Date: 05/08/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  
  Find attached the email where CNVL had sent. This is there idea of "clearly advising customers". The writting is so small at the bottom of the email that I needed to zoom on 150% in order to read it when directed there. Before this issue, I had made arrangements via email (which I still have copies of) for pickup and told the agent that some things were not boxed and that I was okay taking the risk of them being damaged. She agreed with me and said it wouldn't be a problem. I was not there at the time of pickup, which they also knew would be the case. The driver, who was very rude, refused to take the pick up unless they packaged everything which resulted in an additional $600+ alone. When I complained about this to the CSR at CNVL, she basically said "sorry, we can't fix it because it's already charged." So when I explained that I'm on a disability fixed income and could not afford anymore hidden charges, I assumed her offering me a place to store while I continued to look for a storage unit, was an attempt to satisfy an unhappy customer. There was no rate given or any mention of an additional cost in the MANY emails back and forth. There was no updated monthly invoice sent to me to let me know there was a recurring charge of any kind. After zooming in and reading the subscript text (that's done that way to hide the information) it says that the rare is determined by size and weight, however, no weight of my order can be verified, as they only estimated the weight. Once the items arrived at the facility and us weighed, they don't record the weight unless it's over the weight they guessed when giving the quote. If it's under, they don't record it and go by the heavier estimated weight. I feel that all these storage fees are illegal and unethical business practices and should be removed. I should only owe what the last invoice amount was, which is 4501.23. I've already paid an initial $500 down payment and $3001.23 last week. It wasn't until I made this large payment that I was notified of the hidden charges. I have the remaining $1500 owed and was going to send it the following day, as I can only etransfer so much at once, but refuse to do so because they are adding these costs in that I did not know about and can not afford. Please advise me on the next steps I have to take in order to get the items they are holding hostage. I do not, nor did I ever, agree to storage fees regardless of how they try to make it sound like they are doing me a favor by lowering the cost. I've been threatened that if I don't pay asap then the ransom cost on my belongings will continue to increase at a very high rate.
  
  Please help me
  Sincerely,
  
  
  
  *********** *****

  Business Response

  Date: 05/08/2022

  Thank you for your response.  Again, we clearly confirm that at no time will we hold the goods hostage.  The goods are storage in our Ontario warehouse and we will include a delivery to a local GTA address and offer free delivery if the client wants the goods delivered.  The goods are not held for payment.  However, if the client wants them shipped to the East Coast, that is a cost and we can offer that for payment.  However, the goods are not held.

  We again confirm that we did not charge anything extra aside for the $205 + HST packing fees that the client agreed upon, signed and initialed for.  We are not sure where the $600 charge is coming from.

  As previously stated we have already offered 30 days free storage - although the third party facility would not offer that, and offered to charge the client only $139/month for the past 3 months of storage.  This is what he clearly admits he would be paying the storage facility in the East Coast.  However, the storage facility in the East Coast did not have space available until now.   So it would be ok to pay the third party but not us?  CNVL performed the service and has discounted the service to match a third party storage rate as the client did note that he is on a limited income.  This resulted in a discount of $659.50 discount on the billing.  This is the best that we can offer based on the services performed.  We also pay rent in our warehouse facility and we do need to charge clients storage once it is past the 30 days free storage.

  We clearly confirmed that 30 days is free starting from the pick up date.  It is mentioned in the quote and in the confirmation email and our website.  If the clients font on his phone happens to be small and he did not take to read the emails, that does not mean that we can waive 3 months of storage.  Again, we have offered more than 50% discount on the storage fees which is more than reasonable.

  The storage is expiring on August 23rd, 2022. We are happy to offer a local delivery in GTA - please confirm a drop off address and we would be happy to offer delivery anywhere in GTA.

  If the client wishes to ship the goods to the East Coast we would be happy to offer this service for the remainder payment of the move and the $479.00 storage fee.  

  Customer Answer

  Date: 08/08/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  You will offer delivery to the east coast? That's part of the over $5000 cost of the shipping! CNVL is holding my belongings hostage to try and get more storage fees. Again refer to the fact that the subscript writting hides the storage cost and nowhere was there a monthly updated bill or mention of cost of storage. This is clearly going to be an issue that we cannot resolve as CNVL will not take ownership of their companies shady business practices of hiding charges and employees not explaining or billing department sending an invoice notifying me of charges. What's the next step we take on a legal front? I cannot and will not pay more than the bill stated regardless on how long CNVL drags this out to try and charge more storage fees! I tried to request my items before the end of July. It's not the middle of August and still being delayed. *** needs to direct me on what steps to take or an arbitrator.
  Sincerely,
  
  
  
  *********** *****

• Initial Complaint

  Date:29/07/2022

  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.

  We hired a moving company based on their estimate for the shipment weight which was very significantly higher then their final bill. They also refuse to provide total actual weight of the shipment and now charging us based on the number of items and their guessed weight.
  They also added extra charges for services they didn’t provide such us packing and storage. All packing and did assembling was 100% done by us and we never requested storage.

  Business Response

  Date: 09/08/2022

  We thank the *** for providing us with an opportunity to respond to this complaint.

  The issue was addressed with the client and the client accepted delivery on August 3rd, 2022.  The client moved three times the original inventory that was provided to us prior to booking the move and offering prices.  The client provided an inventory list of 55 items and we moved a total of 155 items of inventory, including furniture items, boxes and other items.  The client refused to paid the outstanding balance and only paid the balance that her and her husband chose to pay.  The goods were delivered on August 3rd.

  At the time of the delivery there was an additional service as the client had stairs which is an extra charge.  This charge was also refused by the client and she chose not to pay this fee as well.  This fee was clearly confirmed with the client PRIOR to booking the move.  

  Customer Answer

  Date: 09/08/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because: This is laughable. The estimate was based on WEIGHT. I never confirmed any item numbers because never in the history of moving, and I’ve moved over 30 times, was I charged based on the number of random items. 155 items? Really? Did you weigh every single one to determine cost? Would the price be the same for 100 boxes of tissue and 100 boxes of rocks? Why was my final bill based on 8000+ lbs if nothing was even weighted. Why did you refuse to provide scaling receipt?
  Our pick up location had 4 levels. 5 flights of stairs. How funny is it that noone mentioned any surprise stair charges there? I know why. Because you would’ve been told to get lost for such a scam.

  Such a trash company.

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