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:15/01/2025

  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.

  Move was Oct */24. Provincial was hired to pack and move our belongings to storage. They were so slow that they had to come back the next day to put all our belongings into storage. We are missing a night stand that belongs to the bedroom suite and * antique Stiffel lamps. In the nightstand was a gold wedding band, a pocket watch from grandpa and unreplaceable things (pics of dead brother, etc). The Stiffel lamps were inherited from an aunt when she died. I have tried getting in touch with Provincial but no answer; I've sent emails and still waiting. The ******* lamps were worth at least $***** and the night table was $*** but/and contents are irreplaceable.

  

  Business Response

  Date: 13/02/2025

  We have already provided a $*** settlement to resolve this matter, which the customer accepted and cashed (document attached). This was offered as a goodwill gesture to resolve the matter.
  To clarify:
  The move involved two full truckloads, which naturally takes time. Any delays were due to the volume of items, not inefficiency on our part.
  A family member (believed to be the customers spouse) was present but in a hurry to leave (he stayed there for about an hour or so, then left). The customer marked several items with coloured tape for disposal, and there is a possibility that the nightstand and the lamps were mistakenly included in the items marked for disposal by the customer and subsequently taken to the dump. Several other furniture items, including sofas, mattresses, bookshelves, and loose items, were also marked with coloured tape and taken to the dump.
  There was very little room in the home for the movers to move around, providing further context regarding the volume of items.
  We were never informed that a spray had been used in the home, which created a potential health hazard. Despite this, our movers still completed the job. It is possible that, due to the spray, the customer was in a hurry to mark which items were to be taken to the dump.
  If the customer believes the items were stolen, we are happy to provide the names of the employees involved, and you are welcome to contact the police.
  The employees who handled your move have been with us for ** *** *** ** years, respectively, and we have never had any issues with them regarding missing items, slowness, or anything else.
  Since you have already accepted and deposited the settlement, we consider this matter fully resolved and will not be issuing any further compensation.
  Sincerely,
  Provincial Moving & Storage