Complaints

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• Initial Complaint

  Date:10/10/2022

  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.

  Senior with disabilities was taken advantage of by Eagr Beaver Moving. Over 2 hours late, over charged, my lamps etc were just thrown into a box with microwave set on top of them.

  

  Business Response

  Date: 20/10/2022

  
  
  On October 1, 2022, Eager Beaver Moving provided moving and packing services to ***** ******. 
  Late Arrival
  *****’s job was scheduled for an afternoon arrival window of 1-4 pm on October 1, 2022. The crew that was dispatched to her job had a morning booking that we realized would take longer than originally anticipated. The sales and operations team contacted ***** to communicate that the team would be arriving late.  
  Please see the note left by ****** *******, our Operations Manager on October 1, 2022 11:45 AM (attachment) showing our first correspondence regarding the delayed arrival time.  Note from correspondence from CRM “****** ******* made a phone call to
  ***** ****** - Oct 1, 2022 at 11:45 AM
  Actions Call Outcome: Connected
  Called to give her an ETA, I asked how much packing she would need done, its not very much at all.”
  To compensate for the late arrival, we provided a third crew member free of charge and free packing supplies. We were apologetic and tried our best to provide fair compensation to rectify the situation.
  Billing (***** claims that we overcharged)
  Please see the attached Estimate for moving services, the Moving Contract and the Final Invoice.
  We came in under estimate and provided a third crew member for free.
  The Estimate for *****’s move was for 4 hours and 30 minutes at a rate of $189 for 2 crew members for a total estimated cost of $987.53
  The final invoice was for 4 hours at a rate of $189 for 3 crew members for a total amount of $888.30.  We provided moving boxes free of charge and the third crew member for free.
  Details of the Estimate
  An estimate was generated for ***** based on the information she provided.  Our CRM captures all communications sent through email and text. Please see attached image (see powerpoint presentation) of her emailed description from September 29, 2022 at 5:23 PM, which states “I wi only need 2 men. Not a lot of stuff and I can help with the boxes. Only 1 heavy item. Bookshelf.”
  
  Details of the Moving Services
  When the operations spoke with her earlier in the day to provide an estimated arrival time, she said she didn’t require our crew to pack much, as there was little packing. ***** also mentioned that her suite had recently been fumigated.
  When the crew arrived onsite at the origin, ***** left immediately after signing the Moving Contract and advised the Crew Lead to “take everything.”  The crew asked her to stay, as our procedure is to do a walk-through with the customer after services at both the origin and destination. 
  The crew then realized that ***** was not prepared for her move, and there was more than just “a little packing” to be done. When confronted with a job that does not fit the description, or when a customer leaves the premise, the Crew Lead is instructed to take a video and or photos to provide to the Operations and Administration team. Please review the powerpoint presentation which illustrates the state of her origin apartment upon arrival. 
  The crew did their best to pack *****’s belongings; however, as you can see in the attachment, the residence was in disarray.
  The crew also encountered “sewer worms” crawling on the apartment floor (attachment).  In situations like this, we could have refused services due to unsanitary conditions and the customer being unprepared, but the crew agreed to complete the moving services despite the conditions. 
  Eager Beaver Moving strives to provide transparency in our policies, pricing and procedures in all customer interactions.  We believe that in this situation, we upheld the highest level of professionalism and customer service and charged fair compensation for the moving and packing services completed. 
  Please note the attachment consists of screenshots of the video taken by the crew lead.  It by no means does justice to the state of the origin and I am happy to forward the video upon request. 
  
  

  Customer Answer

  Date: 07/11/2022

  
  
  Complaint: 18190946
  
  
  
  I am rejecting this response because:

  Attached is the conversation between myself and EBM. As I am using my phone  (computer not set up))
  
  With regards to the phone call that the manager mentioned, it was after 4 pm and he was calling to see if his team had arrived. I told him no and he stated  that he would check to see what was going on. After that point I heard nothing. I kept trying to call both the office and the mover
   Nobody picked up.
  
  They arrived shortly before 6:30. The building manager had to get vehicles moved so they could pull in.
  
  The man in charge said that he got tied up at a previous job.
  
  He asked what had to go and I said "everything". I didn't think they would include parts from the fridge that I was vacating.
  
  I did not tell them that the apartment had  been fumigated. I had moved to a hotel as *****, the ***** ** ***  ***** apartments kept telling me that I had fruit flies. He was wrong for so many reasons. I had no idea what they had done as I was in a hotel. ***** stated that he called but his number was not on my phone. That is a long story that is heading to court. ***** always texts.
  
  I have corespondence with my new landlady and she was ready to leave. Correspondence with her is in Messenger and I don't know how to copy that. I will learn if you wish to see it.
  
  A younger mover told me that I had a lot of stuff. I had 4 suitcases, a love seat, a high backed chair, 2 dressers, a double bed with no headboard.
  
  1 small set of dishes that were boxed, clothes, bedding and books on a bookshelf that is new and now needs repair.
  
  The apartments are very small. So, no dinner table etc. Small old lamps, 2 of which were mutilated. Some tables and 1 night stand. The apartment was small enough that I could crawl into bed and turn th TV backward. Uf you look at ***  ***** Apartments and scroll down to McQueen Gardens you can see the size of the apartments. No room for a couch or a dining table.
  
  I will repeat that I am a senior on a pension. I had to pay for an extra month's groceries because my frozen food was boxed up. They told me that they didn't bring it.
  
  I have not recoverred from the stress of the past 2 months. My cat died this summer as did two brothers. I was going to get a new cat but with all of the ripped me off expenses I lost it will have to wait until 2023.
  
  ***** ******
  EdmontonAB
  
  
  ---------- Forwarded message ---------
  ***** ***** ****** ************************
  ***** ***** **** *** ***** **** ****
  ******** *** **** ******** **** ***** ****** ******
  *** ******* ****** *********************************************************************************
  
  I wi only need 2 men. Not a lot of stuff and I can help with the boxes. Only 1 heavy item. Bookshelf.
  
  On Thu., Sep. 29, 2022, 5:15 p.m. ***** ******, ************************ wrote:
  Did you say you are now available on Friday. Tried to call you back. 1 step in move out. 1 stairwell in new place. Looks rather narrow. 
  
  Addresses again: From **** ***** ******* ****.
  
  To:*** ***** *** ******
  
  ************
  
  On Thu., Sep. 29, 2022, 5:04 p.m. ***** ******, ************************ wrote:
  I don't see the attachment for the deposit.
  
  On Thu., Sep. 29, 2022, 4:49 p.m. ******* at Eager Beaver Moving, ******************************** wrote:
  Hi *****, 
  
  Thank you for your call and the opportunity to assist you with your upcoming move. Please respond back with your new address so I can send you the estimate to sign and pay a deposit to book your move.
  
  We charge by the hour -  our seniors rate is $169/hr for two men and the truck, and $209/hr for three men.  Weekends and the first and last 3-5 days of each month are $20/hr more. There is also one hour of travel time - half an hour to get to the job, and half an hour back to our shop when we're finished. Please note that our standard procedure is to pad and wrap the furniture items in the house before we take them out to the truck. This prevents marks and scratches to the walls, floors and furniture, and ensures that everything arrives at your new place in the same condition it was in when it left the old place. To protect your mattresses we have mattress bags available to purchase which we bring on the day of the move.  We offer complete disassembly and reassembly of any furniture that is required to move it safely (i.e. beds, dresser mirrors, desks, etc.) and we place the furniture and boxes in whichever room you want at the new house. We DO NOT offer disassembly and reassembly of exercise/home gyms. On local moves within Edmonton we have a fuel surcharge of $40 and for any of the surrounding cities/towns, it's a mileage rate of $1.05/km round trip.
  
  There is also a "Property Protection Damage Fee" of $50.00. We take great care when moving customer belongings; however, property damage can occur, such as wall and floor scuffs, dents, scratches, or damage to door frames. The Property Damage Protection Fee is a non-refundable fee added to all residential services to cover the cost, up to $500, to fix these damages to your property in case of accidents.  
  
  A  move this size would take two men between 3-3.5 hours to complete, including the travel time.  However, the amount of stuff people have can vary, as well as the loading and unloading conditions at different apartment buildings, so it could take a bit more or less time depending on factors such as the length of the walk out to the truck, whether there is an elevator on each end, etc. The minimum charge is 3 hours and after that we charge in 15-minute increments. 
  
  If any of your furniture or appliances need to be disposed of please let us know and we can give you an estimated cost. The disposal would be left on the truck and taken to the eco station after.
  
  So a ballpark price for your move would be around $657-750 plus GST. We are currently still available on your preferred moving date, so if you would like more information, or want to secure a booking please let me know at your earliest convenience.
  
   
  Do you need boxes and moving supplies?  
  Check out our Online Supply Store - simply place your order online and we will have it ready for you to pick up at our South Edmonton location.
  
  
  Warm regards,
  
  ******* ****** 
  

  
  

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

  

  Business Response

  Date: 08/11/2022

  Hello *******,
  

  Eager Beaver Moving maintains our previous statements, explanation and details of the move we completed for ***** on October 1, 2022.  
  

  Again, we reiterate that ***** was unprepared for her move, her origin was in disarray and unsanitary. She noted that, "A younger mover told me that I had a lot of stuff.” This comment was a reflection of the fact that the notes for the job, which were based on the information ***** provided, did not correspond to the actual amount of belongings at her origin to be packed and moved. 

  
  Additionally, in situations like this, we have the right to refuse service due to unsanitary conditions, infestation (sewer worms crawling on the floor), and that she was unprepared for her move. Despite all this, the crew agreed to completed the moving services anyway.

  
  We maintain that our representatives communicated the late arrival and stayed in contact with ***** throughout the day, and that fair compensation was charged for the services rendered. These services came in under the original Estimate Document (attached in our initial response). To compensate for the late arrival, we provided an additional crew member free of charge and free moving supplies.

  
  We are sorry to hear of the ongoing issues ***** faces. We continue to receive messages regarding her past and current trials and tribulations and are truly compassionate for her circumstances but they do not relate to the services we provided on October 1, 2022.

  
  Eager Beaver Moving wishes ***** well and hope she has settled into her new home.    
  

  
  

  Customer Answer

  Date: 10/11/2022

  
  
  Complaint: 18190946
  
  
  
  I am rejecting this response because:

  I warned the people when I booked about the bugs. They could have said no at that time. If they have issues about them take it out on the jerk of an owner at *** *****. I havve emails where he called the bugs fruit flies. He deliberately left them for me to find. He will have his day in court but right now I am focused on the moving.
  
  The team was 2 1/2 hours late. All contact with them was cut off at 4 pm. That was supposed to be the end point of the window. The building mansger  *****, stood guard and moved vechiles at about 6:30.
  
  I have to go out and buy new pots annd lamps. I already bought food replacement out of my very tight budget. What happened to the insurance?
  
  I was stressed all summer. I had Covid and the '*****' next door knocked on my door every day as a joke. 2 brothers died a month apart. ****** ***** and **** *** if you want to look it up. Trenton NS.  Then my cat's birth defect took her from me at 5. My family. If you have a pet, get insurance
  
  I fought with the building owner about the bugs for a month. I went to a dumpy hotel for a week ss I'd had enough.
  
  Then I came home and no truck. I have PTSD and the owner of my new place was tired of waiting. She hinted that I should wait an extra night. Since you weren't showing up I assumed that it was what would happen.
  
  You have no idea what it was like being in that place. Then, as I unpack I have broken lamps and missing pots. My first meal was Glutin Free KD cooked in a frying pan.
  
  2022 was a horrid year and you added to it. That move almost broke me. The bugs were the fault of the owners. Take them on. I want a new cat but between you and the jerk from *** ***** I am still in recovery. I don't know how to fix the book shelf so my books still sit in a box.
  
  ***** owes you the apology for the bugs. Do they look like fruit flies to you?
  
  ***** ******