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:28/02/2025

  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.

  I paid for and had completed a move from ********* to ******* in July of 2024. Besides the initial movers being * hours late with no communication or notice from Burly Boyz we had no issues with the services provided. However, we had a fan broken during moving as well as a large framed picture, we were also missing a tool box full of tools. Before we moved we selected the extra insurance option to ensure all of our items were covered. This has not and continues to not be the case. *** in the claims department has been disrespectful and difficult to gain contact with. He is constantly undervaluing our items and disputes the date we signed the insurance agreement even though it was signed electronically and dated. He has tried to have items not covered by saying that they did not pack them even after I submit pictures of the broken items in their packaging. He takes weeks to respond to emails and states that because it has taken to long we now need to pay an extra $*** because they did not finish the required paperwork in time. For reference we completed the insurance forms 5 days before moving and submitted our claim on the day they dropped off our items.

  

  Business Response

  Date: 28/02/2025

  Dear BBB,

  This customer complaint should be discarded for the following reasons.

  Customer moved with us in July 2024 and reported damages to a picture frame and standing fan. He later added a missing fishing tackle box. See attachments which include pictures of the damaged items.

  Customer also claimed he paid for our insurance package. In responding, we had notified him that filing damage claims under that package requires a $*** deductible payment and the value of the damaged and missing items would be lower than $***. We then offered him the option of a nominal payout based on our free insurance cover plan or he could proceed and pay the deductible to have the damages handled.

  Customer then returned months later opting to proceed with the insurance cover and sending links to the replacement items he expected. Note the * piece kit tool box he requested to replace a missing fishing tackle box (which ideally costs an average of $**) ****************************************************************************************************************************************************************************************************************************************************************************************************

  Also note the replacement fan he requested for the $** standing fan that was damaged *********************************************************************

  Furthermore, it was discovered that the customer did not actually pay for the insurance cover as it was not included in his invoice. Thus it was communicated that for him to take advantage of the cover, he is allowed to pay the premium for the cover retroactively in addition to the deductible.

  Customer instead believes that he should not have to make the premium payment because he was not invoiced and demands unreasonable replacements for items damaged or lost.

   

  

  Business Response

  Date: 04/03/2025

  Customer had a move with us and experienced damage to a framed picture and a standing fan, and also misplaced a fishing tackle box.

  We have tried unsuccessfully to enable the customer access accurate compensation and even offered flexibility to our rules but instead the customer has requested for replacements which do not match items damaged or misplaced and also insists on utilizing an insurance cover he has not paid for simply because he signed up for it.

  We are prepared to settle the repair of the picture frame, replace the damaged standing fan with a similar item, and replace the fishing tackle box as well, as soon as the client pays the premium for the insurance cover and the required deductible amount.

  Thanks.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: ********
  
  I am rejecting this response because: Burly Boyz is not accepting that they did not appropriately complete the required paperwork before my move and did not bill appropriately as a result. I willingly signed but for the coverage and was not told that I had not or would not be paying for the coverage until long after I submitted the compensation request. I do not believe that I should have to pay for their failure to properly complete paperwork for my move. This failure makes me hesitant to send any money to Burly Boyz because of a lack of trust they will complete the required paperwork, send me replacements and compensation for repair of my items and communicate in a appropriate timeline regarding these matters. I would be happy to have replacements for the fan and box as previously agreed upon with *** and not pay the deductible and pay for the repair of the picture on my own due to their similar value as I have shown ***.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 06/03/2025

  Burly Boyz believes this is a very simple matter.

  The company provides * insurance cover options. One that requires a premium payment and a $*** deductible payment where a claim is to be filed, and the other which is free of charge and compensates based on estimated weight of the item ($****/lbs)

  The customer signed up for the option which requires a premium payment but we DID NOT invoice him for it and thus was not paid. When the damage was communicated, we offered the client the flexibility of taking either of the options. The paid option was selected, upon which we communicated that the premium had not been invoiced and paid, and if that option was to be chosen, it would require both the premium and the deductible.

  The customer's assumption that the fact he was not invoiced and charged for the premium on sign up, translates to a fact that he can enjoy the benefits of the cover now, is inaccurate and not tenable.

  Burly boyz maintains it still offers both options to the customer (captured in the same document attached in the rejection response): Receive compensation based on estimated weight of the items (No premium nor deductible required) or Receive compensation based on replacement values for the fan, picture frame and fishing tackle box (Premium and deductible required).

  Thanks

  Customer Answer

  Date: 07/03/2025

   
  Complaint: ********
  
  I am rejecting this response because: the implication of flexibility is incorrect. Burly Boyz failed to correctly process the paperwork and did not bill me correctly and no will not take responsibility for their mistakes. After mistakes at every stage of the move, incorrect paperwork, being * hours late for pickup with a lack of communication, not rebuilding furniture as agreed upon on drop off, and lying throughout the claims process, I will not accept the lack of flexibility they are offering and the complete disregard of wrongdoing on their part. I have offered a reasonable solution to this situation in my last response and would appreciate some flexibility and acceptance of wrongdoing on the part of Burly Boyz.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:31/01/2025

  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.

  I contracted with Burly Boyz on November *, 2024 to move approx. ** boxes from ******** to ********, **. Their Estimate # ***** for the amount of $********. The heavy duty boxes were packed and ready in a storage locker. I had two items that were not packed, a cabinet and a statute. I told the representative there were two items not prepped for moving. The representative told me all of the items that were not boxed would be securely wrapped with blankets, plastic, foam siding etc to avoid any damage in the move.The boxes were delivered November **, 2024. The driver insisted I pay the balance owing before he would bring in any items. He as adamant and I felt I had no choice put to put the remainer owing on my ***** When the boxes were brought in I saw most of the boxes were collapsed on the top, having not be stacked properly in the truck. The cabinet was not wrapped in any way and had gouges on the top and sides of the cabinet and a white sticky substance on the top of the cabinet. It appeared a box with something leaking was placed on the top of the cabinet. The top finish is damaged and the sides have large scratches. The statute they brought in was being carried in a moving planet, completely destroyed and in many pieces. It was not protected or wrapped in any way. They said they didn't know what happened to it. The movers took photos and I did as well. I contacted the company and they said they would do nothing as I had declined the extra cost for insurance. I feel the moving service was negligent in the transport and packing and the movers did not meet the basic professional standards of a moving company as per the contract. The company refused any price adjustment to cover the damage other than approx .** cents per pound of the statute.

  

  Business Response

  Date: 05/02/2025

  Thank you for your email.

  Prior to the move executed for our client ********* ***** in the month of November 2024, important details were communicated via email and phone conversation to prepare the client for the move. I would like to highlight some relevant terms which relate to the complaints listed here.

  
  Our terms of service state that **% payment is required on pickup and the balance is required on arrival before the truck is opened and items delivered.

  
  The introduction email and the cargo protection plan document through which the customer chose to decline insurance both highlight the need for high quality boxes which have been properly and professionally packed, AND outrightly excludes damages to boxes except they are our boxes and packed by our team. The boxes in question were improperly packed and not strong enough for stacking.

  Client can review the stated email sent on Nov *** 2024, which contain these details.

  
  I have also attached the cargo protection (insurance) document where the customer signed and chose the free option which does not cover scratches, dents and cosmetic damages, among other exclusions.
  Following the dictates of the chosen option we have offered to compensate the covered damage to the statue at $****/lb and await the clients approval to proceed.

  We regret that our client is dissatisfied with the outcomes here and apologize for any inconvenience.

• Initial Complaint

  Date:18/12/2024

  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 ************ to relocate us from ** to *******. We were quoted $**** for the move and charged $****. We had very little furniture to move but did have a small condo size piano. We were quoted $*** to move the piano were and double charged for that piece of furniture based on the weight of the truck. We have * indoor cats. They were locked in the bedroom with a **** and **** bathroom where their food and litter box were located. I told the movers * TIMES if anyone needed to use the bathroom to make sure the door was closed when they stepped out because of the cats. One fella used it and left the door open. The cats got loose in the house with doors open, one almost got loose outside. They thought this was funny. Upon arrival at our new home there is damage to an antique radio, damage to the piano, and damage to other pieces as well due to carelessness on the part of the moving staff. Also damage to walls in the condo near the elevator. They almost missed some of our belongings when unloading the truck. We have tried to reason with the company and they have washed their hands of the incident. We want $**** returned to us to compensate for unnecessary stress, incompetency, and damage to our furniture. Photos available upon request.

  Customer Answer

  Date: 18/12/2024

  This company has now insulted me and to disregard the well being of my wife and my animals is simply atrocious. Claiming that I am making up instances of more damage is ludicrous. This company has multiple complaints of this magnitude against it. I can not believe that the BBB gives accreditation to a company with such a spotty record. They will do and say anything to get away with treating customers with such disrespect. We the general public look to the BBB to protect us. If the BBB needs more photos we have them and theyall have the time stamps on them. 

• Initial Complaint

  Date:05/12/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Burly Boyz moved my late sister's belongings from ********* Oct. ** to Wpg. They claim "Swift reliable moves. Your belongings, our expertise, stress-free relocation guaranteed." They were not swift, not reliable, showed no expertise, treated my stuff with disregard and added stress. Burly also claims to provide proper blanketing and protection of valuables which, from the condition of my delivered items is false. In ********* * movers came, then a *** guy showed up. * of the * did nothing. Why does it take * guys to move a one-bdrm apt. and why should I have to pay two dudes to stand around and do nothing? Delivery to Wpg was late by ** days and when they were supposed to come, no one showed up or called. Finally ONE guy showed up at ***** pm. He was there until **** am!LOST BOX I kept my own list of items and informed the mover that he only brought in 4 boxes when I packed *. He had no list that told him what was supposed to be delivered.CREDENZA DAMAGED While being in Burly's "care" for 25 days, the paint on the top became raised, cracked and rippled all along the entire ** ft. length of this one-thousand-dollar piece of furniture.CASTER WHEELS BROKEN Filing cabinet was delivered with * wheels broken off.UNWRAPPED WHITE BOX SPRING WAS DRAGGED HALFWAY ACROSS THE COUNTRY and delivered ripped and filthy. I saw a mover push the box spring into the elevator with his dirty shoe. I asked the leader twice to wrap the box spring. He didn't do what I asked and they treated my belongings with disregard.FRONT STAIRS DAMAGED when the **** mover stood at the top of the front stairs, repeatedly pulling at the steel hand truck loaded with heavy furniture up the stairs with all his might. The pressure of that repeated motion tore out chunks of concrete. Lack of extra insurance does not absolve Burly from responsibility for ineptitude, questionable practices, and HORRIBLE customer service which flies in the face of their claim to be Canada's best moving company.

  

  Business Response

  Date: 05/12/2024

  Hello,

  Customer filed this claim with us on the **** of November 2024 and received the response pasted below within **hours. It is relevant to note that damages sometimes occur during log distance moves and this is why as a standard for Canadian moving companies, cargo insurance options are offered to clients. The customer in this case opted for no cover and thus we automatically applied our free, basic cargo protection cover.

   

  Hello *****,
  
  
  Thank you for your email and for moving with Burly Boyz.
  First, we would like to apologize for your moving experience. This is not typical of our service.
  However, our ability to handle claims is fully dependent on the type of cargo protection cover a customer signs up for.
  Our records show you declined cargo protection which then automatically assigns our free, basic cover to the move.
  I have re-attached the cargo protection plan document for your review.
  
  
  In addressing the specific claims below based on the applied cover:
  
  
  Our logistics team has been unable to identify nor locate a box with the inscription described. If the box remains undiscovered, it shall be compensated based on its estimated weight multiplied by $****
  The credenza shall also be compensated with an estimated weight of ****** resulting in a value of $**
  The file cabinet with an estimated weight of **lbs will result in a value of $**
  The inventory list for this move did not include a box spring, which may explain the absence of adequate protective cover for it during the pickup. We will however go ahead and capture it as a claimed item and apply an estimated weight of 100lbs, resulting in a value of $**.
  We are unfortunately unable to cover floor damage under the Released Value Protection option
  I understand this may not be a cheering outcome but we ask for your understanding based on the coverage limitations.
  
  
  Regards,

   

  We did not receive a response to the above.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  You didnt get a response because I wrote to two of your management team and gave them time to respond. Neither of them has responded. 
  

  You are greatly underestimating the weight of the credenza *** lbs. is closer to the truth. Its almost * ft. long and I cant even move one end of it, even slightly. I told ******** ***** , who didnt know what a credenza was, that it was like a buffet or sideboard, which, on your inventory list is *** lbs. (picture of front of credenza attached)
  
  You can see the box spring listed by your mover on the inventory list. He was told TWICE to wrap that box springonce by me and a second time by the neighbour who witnessed the whole move. The mover agreed to wrap the item once he got back to the truck as it had already been taken out to the truck. (inventory list attached)
  
  Muhammad notified me that Burly has lost my box which I estimate was ** lbs.

  Yes, I understand your position...you are telling me I am fully responsible for the damages incurred when my late sister's belongings were entrusted to you, just because I didn't purchase extra insurance. I don't agree. I find that Burly Boyz was negligent, irresponsible, unreliable, has questionable business practices, and is in violation of all your claims posted on your website. 

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

  

  Business Response

  Date: 09/12/2024

  Dear *****,

   

  Kindly note as follows:

  I am the manager at Burly Boyz and I am the same person who responded to your email on Nov ****.

  What you have shared is not your inventory list. That is the tag and list that the movers used to document the items picked up. Your inventory list was created and approved by you before the move, and did NOT contain a box spring. I have attached it here.

  I have no problem with increasing the estimated weight of your credenza to ***lb from the ***lbs it was billed, noting that if it were originally captured as ****bs the move would have cost your more.

  The 40lbs estimate for the missing box is also acceptable, all in an attempt to ensure an amicable resolution here.

  Compensation based on the above would then be as follows:

  Box: $**

  Credenza: $***

  File cabinet: $**

  Mattress: $**

  Please confirm if we can proceed with this.

  Regards,

  Customer Answer

  Date: 11/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:22/03/2024

  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.

  Worst moving service I’ve ever used. Awful attitude from workers. They destroyed a new mattress of mine that I paid for a plastic cover to protect (the plastic was ripped and looked like it had gotten soaked and covered in dirt in transport). I paid for their insurance option that would cover the replacement of an item in full. After 2 months after the complaint was made, and paying the deductible, they will not be replacing it. They’re trying to CLEAN this filthy mattress that has developed mold sitting in a storage facility. I made it clear being on methotrexate/chemo that I can’t be using that mattress ever again and need to have a junk removal dispose of it…now I’m out an extra $250 for the deductible, when they won’t use it towards replacing it, am out of work due to health reasons, and also won’t have a mattress. Taking this to court they are the most god awful nasty moving company. I’ve used plenty of movers before and never had issues. I expect a full refund of my mattress.

  

  Business Response

  Date: 22/03/2024

  Dear *********,
  
  Thank you for your message.
  
  I apologize for the inconvenience caused by the situation with the mattress. I want to assure you that we take your concerns seriously and are committed to finding a satisfactory resolution.
  I'm pleased to inform you that you have been approved for a refund according to the quote we received from ******, the company that produced the mattress.
  If you have any further questions or require assistance, please don't hesitate to reach out. We are here to help.
  
  Best regards,
  ******

• Initial Complaint

  Date:19/12/2023

  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 engaged Burly Boyz to move a small load of furniture and items from Ontario to BC in Nov 2023. I paid for them to pack all items in order to have insurance covered and paid for the full insurance package. The packers were 5 hours late and extremely unprofessional. When the items were delivered to me in BC they demanded payment up front before the items were even unloaded off the truck. I was told if I didn't pay, they would take my load back and charge me for storage until I paid. Then when they unloaded, several items were damaged including 2 furniture pieces, a lamp and a comforter that arrived loose, not even in a box. I was harrassed by the movers while documenting the damages and I felt unsafe. I am still awaiting resolution to the claims process. The items have been grossly undervalued. The claims employee did his research on Facebook Marketplace rather than talking to experts. I just want a professional to come and repair the furniture which they are not engaging. I have also requested to speak to management about the harassment I experienced and no one has called me back. This company should not be a *** member and trusted that. I engaged them because they are a member and have had a horrible experience.

  

  Business Response

  Date: 20/12/2023

  Dear ******,
  I would like to address your concerns and update you on the status of your claim.
  Claims Process and Vendor Search:
  We understand your frustration with the pace of the claims process. Please know that we are actively working on it. Your recent confirmation of the video, just two days ago, has been pivotal in our search for suitable repair vendors. We are committed to ensuring that your items are repaired professionally and appropriately.
  Evaluation Process:
  Regarding the valuation of your damaged items, our policy is to replace items with similar characteristics, not necessarily identical ones. For antique items, it is crucial that they are reported before the move. However, we do recognize the value and sentiment attached to such items and are diligently working to address this in your claim.
  Concerns About Moving Experience:
  The behavior you described of the delivery team is concerning and not reflective of our company's values. We take such reports seriously and are reviewing this internally. Additionally, I assure you that we are making efforts to reach out to you to discuss this matter more thoroughly.
  Communication and Responsiveness:
  I apologize for any communication gaps that have occurred. We are making a concerted effort to ensure your concerns are addressed promptly and thoroughly. A member of our senior management team will be in touch with you to discuss your experience and concerns about harassment.
  We are committed to resolving your claim satisfactorily and rectifying the issues you faced. We value your feedback as it helps us improve our services. I hope we can restore your trust in us and demonstrate that the experience you described does not reflect the standards we strive to uphold.
  Thank you for your patience and understanding as we continue to work on resolving your claim. If there is anything else you need in the meantime, please do not hesitate to contact us.
  Sincerely,
  ******

  Customer Answer

  Date: 21/12/2023

  
  
  Complaint: 21029225
  
  
  
  I am rejecting this response because:

  Claims Process and Vendor Search: The search for suitable venders should not take 3 weeks. A google search comes up with several furniture repair specialists and tilers. Simply pick 2-3 and send them to me as options to review.  In fact I have been continually asked the same questions over and over about the damages. ***** who is looking after my claim seems to have no knowledge retention with what I have already sent and described. When I talked to him directly he appeared very unprofessional and unclear what the process is. I have also requested that I proceed with the lampshade replacement and comforter cleaning that I have already sent quotes for while I await the furniture repair. ***** continues to ignore this request and repeat over and over for me to send details of repairs needed. I would like a response to this first step which would help rectify the situation a bit.
  
  Evaluation Process: I do not want the items replaced. I want them repaired.
  
  Concerns About Moving Experience: No efforts to reach out to me from someone from the senior team have been made. Despite my repeated requests to talk with a senior management representative. I have been told they are too busy. 
  
  Communication and Responsiveness: Again no efforts have been made and I have been repeatedly dismissed.
  Sincerely,

  ****** ****

  

  Business Response

  Date: 21/12/2023

  Dear ******,
  
  I hope this message finds you well. I want to provide a complete update regarding the ongoing claims process for the damages you reported and address each of your concerns comprehensively.
  
  Confirmation of Video and Its Impact:
  
  We acknowledge that we confirmed the receipt of the video you provided three days ago. The timing of receiving such detailed evidence is crucial in claims processing as it significantly aids in accurately assessing the situation and expediting the resolution. Prior to this, our understanding was based on the initial photos, which unfortunately did not capture the extent of the damage in a manner that allowed our vendors to provide precise quotes.
  
  Quality of Initial Photos:
  
  Upon reviewing the initial photos you sent, we found that they lacked the necessary detail for vendors to fully understand the repairs required. This has inadvertently led to delays in obtaining accurate quotations for the repair work. We sincerely apologize for any inconvenience this may have caused and are now taking steps to rectify this with the new video evidence.
  
  Current Status of Vendor Selection:
  
  With the additional information now available, we are actively working on selecting the most suitable vendor to address the repairs of your damaged items. Our goal is to ensure these repairs are conducted professionally and to a standard that meets your satisfaction.
  
  Our Commitment and Next Steps:
  
  We are committed to resolving your claim satisfactorily and understand the importance of timely and effective communication. Our team is dedicated to ensuring that the agreed-upon repairs are carried out professionally and that any additional concerns you have are addressed promptly.
  We will keep you updated on the progress of finding a repair vendor and the subsequent repair process. 
  
  Senior Management Involvement:
  
  We recognize that this is a busy time for everyone, and we want to respect your time by making this process as smooth and efficient as possible. Your prompt response with the details of your complaint (you mentioned harassment) will greatly assist us in accelerating the resolution process and involve the proper person from senior management.
  
  We understand that this has been a stressful experience for you, and we want to assure you that we are doing everything in our power to resolve it as swiftly and smoothly as possible. Your satisfaction is our top priority, and we are here to support you throughout this process.
  
  Thank you once again for your patience and for providing the necessary information. We look forward to resolving this matter to your satisfaction. 
  
  Sincerely,
  ******

  Customer Answer

  Date: 26/12/2023

  
  
  Complaint: 21029225
  
  
  
  I am rejecting this response because:

  If the pictures were insufficient why didn't ***** tell me right away or at least within a week to send a video? In addition the employee who logged the damages should have taken a video on the spot. This is a flawed process. What steps are you taking to rectify with the new video evidence? I have not heard any followup and I await response with vender options. I would like a timeline. 

  Senior Management Involvement:
  

  I have repeatedly provided the details of my experience and concerns with harassment.  The delivery employee was aggressive and rude and repeatedly stood over me and told me to hurry up as I was trying to log the damages with the other employee. He repeatedly kept telling me that was not his job and I needed to do that with the office later. However I was told clearly by the office that it was part of the delivery process to log the damages. He was a tall man and used his height to be aggressive. He also told me (while yelling at me) that he was from Ukraine and I should not be upset about a few damaged items given I am not living in a war zone. I was in tears by the time he left. 

  I will not close out this case until venders are confirmed and the repair process is initiated and I receive compensation for the treatment I experienced from your employee. 

   

   

   

   

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

  Customer Answer

  Date: 02/01/2024

  
  Complaint: 21029225
  
  I am rejecting this response because:
  
  If the pictures were insufficient why didn't ***** tell me right away or at least within a week to send a video? In addition the employee who logged the damages should have taken a video on the spot. This is a flawed process. What steps are you taking to rectify with the new video evidence? I have not heard any followup and I await response with vender options. I would like a timeline. 
  
  Senior Management Involvement:
  
  I have repeatedly provided the details of my experience and concerns with harassment.  The delivery employee was aggressive and rude and repeatedly stood over me and told me to hurry up as I was trying to log the damages with the other employee. He repeatedly kept telling me that was not his job and I needed to do that with the office later. However I was told clearly by the office that it was part of the delivery process to log the damages. He was a tall man and used his height to be aggressive. He also told me (while yelling at me) that he was from Ukraine and I should not be upset about a few damaged items given I am not living in a war zone. I was in tears by the time he left. 
  
  I will not close out this case until venders are confirmed and the repair process is initiated and I receive compensation for the treatment I experienced from your employee. 
  
   

  

  Business Response

  Date: 10/01/2024

  Dear ******,
  
  I hope this email finds you in good health and spirits. Thank you for your continued cooperation throughout the claim process.
  I'd like to provide an update on the resolution of your claim:
  
  Teak Buffet Cabinet Repairs:
  A quote has been received from our vendor for the repair of the Teak Buffet cabinet. For further details and to arrange the repair, you can contact the vendor directly at ****************.
  
  Lampshade:
  After a careful review, we acknowledge that our team packed several items, including the lampshade. We take full responsibility for any damages that occurred during this process. Please provide us with the vendor details for the lampshade repair, and we will ensure this cost is included in your claim resolution.
  
  Regarding the Comforter:
  We understand your concerns about the comforter. Our team, known for their meticulous packing, handled all requested items with care. However, we are unable to confirm the specific packing details of the comforter. Despite this, we are dedicated to resolving your claim satisfactorily.
  
  Next Steps for Claim Resolution:
  To move forward with the settlement of your claim, we kindly request the payment of the deductible. Upon receipt, we will proceed to settle the vendor quotes, including the quote for the tile table.
  We are committed to a fair and efficient resolution of your claim. Should you have any further questions or if there's any additional assistance you require, please don't hesitate to reach out. Our goal is to ensure a smooth and satisfactory conclusion to this matter.
  
  Warm regards,
  ******

  Customer Answer

  Date: 11/01/2024

  
  
  Complaint: 21029225
  
  
  
  I am rejecting this response because:

  would like to reach out to the vender regarding the buffet in order to understand how they came to that number when it is so much lower than what I have received from another vender.  I received a quote of $1000 from another vender. This difference needs to be resolved.
  
  Thank you for re-evaluating the lampshade.  I have sent the quote from the vender.
  
  Regarding the comforter - It was Burly’s responsibility to ensure the safety of the comfortor by packing it. Given the packers did not protect it by putting it in a box - which was my direction given I opted to pay for everything to be packed by Burly, it is the responsibility of Burly to pay for cleaning. As previously mentioned,  I have reached out to my drycleaner, **** ********* ******** and cost to clean a comforter is $68.72.  To resolve this Burly needs to cover this cost.  
  
  Regarding the deductable -  Once the teak buffet cost is resolved can it not just be deducted from the total reimbursement?

  

  Business Response

  Date: 11/01/2024

  Dear ******,
  
  I hope this email finds you well. We appreciate your continued communication regarding your claim and would like to address your latest concerns.
  
  Teak Buffet Cabinet Quote Discrepancy:
  
  We understand your concern regarding the difference in quotes for the repair of the Teak Buffet cabinet. The quote provided by our vendor was based on their professional assessment. 
  
  Lampshade Reimbursement:
  
  Thank you for sending the quote for the lampshade. We have included this in your claim resolution.
  
  Comforter Packing Responsibility:
  
  Upon reviewing the details of your move, it has been confirmed that our moving team packed all items as per the instructions provided. However, it appears that the comforter was not specifically included in the list of items to be packed by our team. As a result, the responsibility for packing the comforter rested with you, the customer.
  
  
  Deductible and Compensation Process:
  
  Concerning the deductible and the overall compensation, our policy is to process the deductible payment first, after which we will pay the vendors' invoices directly. We cannot deduct the deductible from the total reimbursement amount due to our standard operating procedures.
  
  We hope this clarifies our position and demonstrates our commitment to resolving your claim fairly. We are eager to move forward with the necessary repairs and reimbursements as soon as possible.
  
  Please let us know your decision regarding the Teak Buffet cabinet repair so that we can proceed with the vendors and ensure a timely resolution of your claim.
  
  Thank you for your understanding and patience throughout this process. If there are any further questions or additional assistance required, please feel free to reach out.
  
  Sincerely,
  ******

  Customer Answer

  Date: 12/01/2024

  
  
  Complaint: 21029225
  
  
  
  I am rejecting this response because:

  Teak Buffet Cabinet Quote Discrepancy:
  
  I have spoken to your vender and based on their professional assessment the cost of repair is $735. Clearly Burly did not have a fulsome conversation regarding the extent of the repairs and the process required.  I have sent the more accurate quote from your vender to the claims advisor.
  
  Lampshade Reimbursement: Thank you for now including this cost in my resolution
  
  Comforter Packing Responsibility: Again the instructions were to pack ALL items.  If it was not included in the list, that is Burly's negligence. The cost for cleaning must be included in my reimbursement. 
  
  Deductible and Compensation Process: If Burly will be paying the vender's invoices directly, what is the process for doing so? Who do the vender's send the invoices to? I'm particularly thinking of the lampshade and dry cleaning given these purchases need to be done directly.
  
  

  Customer Answer

  Date: 12/01/2024

  
  
  Complaint: 21029225
  
  
  
  I am rejecting this response because:

   

  Teak Buffet Cabinet Quote Discrepancy:
  
  I have spoken to your vender and based on their professional assessment the cost of repair is $735. Clearly Burly did not have a fulsome conversation regarding the extent of the repairs and the process required.  I have sent the more accurate quote from your vender to the claims advisor.
  
  Lampshade Reimbursement: Thank you for now including this cost in my resolution
  
  Comforter Packing Responsibility: Again the instructions were to pack ALL items.  If it was not included in the list, that is Burly's negligence. The cost for cleaning must be included in my reimbursement. 
  
  Deductible and Compensation Process: If Burly will be paying the vender's invoices directly, what is the process for doing so? Who do the vender's send the invoices to? I'm particularly thinking of the lampshade and dry cleaning given these purchases need to be done directly.
  

  
  

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

  

  Business Response

  Date: 22/01/2024

  Dear ******* *****,
  
  We appreciate the additional information you have provided regarding the claim on the TV. It's important to note that our protocol is to thoroughly discuss and document the condition of items upon delivery, and at that time.
  
  Furthermore, we understand that the claim regarding the TV came after the move and subsequent to you relocating it again. This timing makes it challenging for us to verify the cause of the damage and its relation to the move.
  
  To address your concerns comprehensively, we encourage you to engage with ** ******' claims department at ************, the company that completed your move. We value your feedback and aim to provide the best possible service to our customers. Please do not hesitate to contact our claims department, and they will be more than willing to assist you further.
  
  Thank you for your understanding and cooperation as we work towards resolving this matter.
  
  Best regards,
  
  Burly Boyz Moving & Storage

  Customer Answer

  Date: 23/01/2024

  
  
  Complaint: 21029225
  
  
  
  I am rejecting this response because:

  This is the wrong case message. I do not have a claim regarding a TV nor is my name *******. Please forward me the correct response.

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

  Customer Answer

  Date: 24/01/2024

  
   
  Complaint: 21029225
  
  I am rejecting this response because:
  
  This is the wrong case message. I do not have a claim regarding a TV nor is my name *******. Please forward me the correct response.
  
  
  Sincerely,
  
  ****** ****

  
  
  
  
  

  

  Business Response

  Date: 24/01/2024

  Dear ******,
  
  I trust this email finds you well.
  
  Following your request to proceed with the claim resolution, we kindly inform you that the next step is to process the deductible payment of $250. Once the payment is received, we will initiate the necessary steps to address your claim. The following items, as previously discussed, will be repaired at our cost:
  
  Teak cabinet
  Tile table
  Lampshade
  We have contacted the vendor, and they have informed us that the increase in the price of teak cabinet repair is due to delivery expenses, which will be paid by us.
  
  Please note that the specific amount of compensation will be discussed with you via email. We are not obligated to inform the *** about the claim compensation amount, but we assure you of our commitment to a fair and reasonable resolution.
  
  Please make the payment at your earliest convenience. If you have any questions or concerns, feel free to reach out to us. Your cooperation is highly appreciated, and we are committed to ensuring a swift resolution.
  
  Best regards,
  ******

  Customer Answer

  Date: 26/01/2024

  
  
  Complaint: 21029225
  
  
  
  I am rejecting this response because:

  Thank you for the summary. I have repeatedly (over 4 times) requested the amount of coverage summary from my claims officer, *****. He does not provide it and actually repeats inaccurate information. Most recently he advised that the lampshade replacement was not included which is inaccurate and did  not respond to my previous request for information. In order for me to proceed I request a different claims officer to communicate with. My communication with ***** is extremely frustrating and upsetting.  

  Regarding the transportation cost of the cabinet, I request that the vender pick up the cabinet and Burly cover that cost as I have no trust in Burly to move any of my furniture again.

  In order to proceed and provide the deductible, I require a complete summary of costs that will be covered by a new claims officer that is more experienced and knowledgeable of my requests for information and clarification.

  Thank you

  Sincerely,
  

  
  
  
  ****** ****

• Initial Complaint

  Date:23/08/2023

  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.

  Date of transaction: January 24th, 2023
  Amount of money paid to the business: $19 000 (approximately)
  Business committed to providing: A move that is no fuss no muss. Not damaged or missing furniture. That we would be compensated if there was damage or lost items
  Nature of dispute:
  -Lost pieces of furniture, antique bureau, pieces of furniture I can no longer put together due to missing pieces
  -Furniture that was delivered that should not have been, overage of approximately 1500 lbs @$0.99/lb
  -Multiple pieces of furniture damaged, scratched, dented, scuffed wooden furniture, stove top loose, wine fridge no longer functional, exercise equipment missing plugs and weights broken
  -Rust/water stains on dining room seat cushions, need to be reupholstered
  -Aggrevation of not sending a large enough truck, trying to charge me for storage, move was split in two because they did not have another trailer, moving dates played with and enormous amounts of time
  -Boxes arriving at a non-smoking home wreaking of cigarette smoke
  -tags covered by blankets so not knowing what is under the cover led to items being delivered to the wrong place
  -Constant chasing to get answers on the delivery of our items, promised 2-4 weeks delivery ended up almost 5 months in receiving the second shipment
  -Company offered me $400 in compensation for 1000's of dollars of damage and loss
  - I would like to be reimbursed for the lost furniture and paid for the damages incurred, with all the aggrevation this has caused us it should be a full refund
  
  Please see the full list attached, there are 3 sheets to the document

  

  Business Response

  Date: 25/08/2023

  Hello *********,
  
  In order to assist you effectively and re-investigate your claim, we kindly ask that you provide us with the following information:
  
  High-Quality Visual Documentation: Clear pictures and videos showcasing the damages to the items. These visuals should include both close-ups and wide shots to offer a comprehensive view of the extent of the damages. Adequate lighting is essential for clarity.
  Detailed Description of Damages: Provide a thorough and detailed description of the damages incurred by each item. Include information about the type of damage (e.g., scratches, dents, breaks) and specify the precise location on the item.
  Valuables Documentation: If you had valuable items worth over $1000, please share copies of any written notice regarding these items that were made prior to the move.
  Electronic Devices Testing: If you have electronic devices, provide the results of tests conducted by a professional not more than 7 days before the move. Additionally, if possible, retest these devices by a professional after the delivery to detect any invisible or functional damages.
  
  We want to assure you that your claim is important to us, and having this information will significantly expedite our claim investigation process. We'll ensure that your claim is reviewed thoroughly and efficiently.
  
  We apologize for any inconvenience you've experienced so far and appreciate your cooperation in working towards a resolution. If you have any further questions or concerns, please don't hesitate to reach out.
  
  Thank you for your understanding and assistance.
  
  Best regards,
  ******
  Burly Boyz Moving Claims Department

• Initial Complaint

  Date:19/08/2023

  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.

  My wife and I hired the moving company: Burly Boyz Moving and Storage to move us to Peace River Alberta from Brampton Ontario. We contactes them May 30th of 2023. They(Burly Boyz) came and picked our stuff up on July 14th 2023. They were supposed to arrive at 9am July 14th, they didnt arrive until 215pm. My wife had to reach out to them herself to find out when our stuff would be arriving in Edmonton. They were very vague on giving her a date of arrival in Edmonton. They said the truck was to arrive end of July - to August 1st. They also told her that upon arrival in Edmonton, that our belongings would then be put on the next truck to come up to Peace River. The company said that the truck was to be leaving Edmonton on the 8th of August.
  It is now Saturday August 19th
  I would have liked to have thought from being a big company, that there would be a lot morw professionalism from them.

  

  Business Response

  Date: 25/08/2023

  Dear ******,
  
  I hope this email finds you well. Thank you for reaching out to express your concerns regarding your recent moving experience with Burly Boyz Moving and Storage. We deeply regret any inconvenience caused during the process, and we appreciate your patience.
  
  I'm pleased to inform you that your belongings were successfully delivered yesterday, August 24th. We understand the importance of timely and efficient service, and we sincerely apologize for any delays you experienced during this move.
  
  I would also like to extend our gratitude for taking the time to speak with our representative from the Claims Department. Your feedback is invaluable to us, and we're committed to addressing your concerns and working towards your satisfaction. We are constantly striving to enhance our services and ensure a seamless experience for all our customers, and your input plays a crucial role in this process.
  
  Once again, we apologize for any inconvenience you encountered and appreciate your understanding. Should you have any further questions or require additional assistance, please do not hesitate to reach out to us. Your satisfaction is our priority, and we're dedicated to resolving any outstanding matters to your utmost contentment.
  
  Our representative will reach out to you shortly with a compensation offer to address all the inconveniences you've faced.
  
  Thank you for choosing Burly Boyz Moving and Storage. We look forward to continuing to serve you in the future.
  
  Best regards,
  
  ******
  Claims Department
  Burly Boyz Moving and Storage

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 this company to move my residence approximately 3 miles
  I purchased additional belongings insurance from the company extra to the standard insurance
  In the course of the move my television was damaged beyond repair a lamp was broken a desk and book shelf was gouged and bolts were lost leaving my treadmill useless
  After several weeks of back and forth emails
  I was provided a song and dance and saying my deductible is $250 leaving them responsible for $50
  The cost of replacing the TV is way over $1,000
  As for the treadmill it is now my problem
  And if I cannot replace the bolts on the treadmill I will be stuck with that
  In addition they gouged two pieces of wood furniture and broke a lamp
  Adding to all of this the crew worked like slaves for 14 hours and never finished the move
  Please understand it was in no way there fault the crew were awesome
  If they had sent one more worker everything would have worked out fine
  My fault was not insisting someone come and look at what was involved
  Instead everything with them was done online
  I ended up being charged double which I am not complaining about
  I want my TV covered and I want them to repair my treadmill

  

  Business Response

  Date: 21/08/2023

  Dear ****,
  
  I trust this email finds you well. I wanted to discuss the recent service experience you had with us and the resolution that has been reached. Our team has thoroughly reviewed the details and circumstances of your move, and I would like to discuss the outcome in a respectful and transparent manner.
  
  I'd like to discuss the resolution amount regarding your move. The initial estimate was based on the information you provided, indicating a projected timeframe of 8 hours. However, during the actual execution, it became evident that the number of items surpassed what you had initially declared, leading to a time frame of 13 hours.
  
  In anticipation of this, your relocation specialist had advised you about the potential for an extended duration due to the additional items to which you respond with "yeah, whatever," which we interpreted as your understanding and acceptance.
  
  During the move, you requested that our team continue working beyond the initially estimated 8-hour limit. However, upon completion of the 13-hour process, we encountered a challenge when the final payment was declined. This situation added unexpected stress to our team, who had worked diligently to accommodate your requests throughout the day.
  
  We also appreciate your feedback regarding the crew's performance. While you mentioned their professionalism, it was disheartening to learn that our female driver felt emotionally distressed during the process. We value the well-being of our team, and any incident that leads to emotional discomfort is concerning to us.
  
  Furthermore, I would like to address the incident involving the communication with our management. We take pride in maintaining respectful and courteous communication, both with our clients and within our team. Regrettably, it has come to our attention that a phone conversation took an unfortunate turn, and offensive language was used when you referred to them as "********"
  
  We understand the inconvenience caused by the damage to your TV. However, Our information suggests that an incident occurred in which your TV was damaged. Witnesses reported that the TV broke when you moved a lamp, making it to fall on the TV. There were also no visible damage in the image provided.
  
  Our dedication to customer satisfaction and fairness guided us in assessing the situation and providing a solution within our liability. While we understand your frustration, it's important to clarify that our evaluation indicates the damage wasn't caused by our team's actions.
  
  The resolution is in line with the CPP (Cargo Protection Plan) you signed, and after the deductible, the credit amount is $50.00.
  
  If you have any further questions or concerns, please don't hesitate to reach out.
  
  Best regards,
  *****
  
  Customer Service Representative
  Burly Boyz Moving & Storage
  
  **** ***** * *** *** ****
  

  Customer Answer

  Date: 21/08/2023

  
  
  Complaint: 20441214
  
  
  
  I am rejecting this response because:

  first of all I didn’t touch the lamp I just happened to be standing there 

  secondly I only referred to the gentleman as an ass after he called me a liar and a cheat 

  i see that this whole thing is going nowhere and Burly Boyz is doing everything possible to not take any responsibility And they can do no wrong 

   

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

  

  Business Response

  Date: 24/08/2023

  Dear ****,
  
  We appreciate your response and understanding your perspective regarding the situation. Please know that our primary intention is to reach an amicable resolution.
  
  We would like to acknowledge your concern about the incident. Our aim is to ensure fairness and accuracy in assessing any damages during the moving process.
  
  Regarding the exchange of words, we apologize for any uncomfortable situations that arose. It is important to us that all interactions remain professional and respectful.
  
  After careful consideration, we are pleased to inform you that we have approved a refund of CAD 1,100 for the damages to your TV.
  
  We value your feedback and want to ensure that we address any concerns you may have. We hope this resolution demonstrates our commitment to making things right.
  
  Thank you for your patience throughout this process. If you have any further questions or concerns, please don't hesitate to reach out.
  
  Sincerely,
  
  ******* 
  
  Burly Boyz Moving

  Customer Answer

  Date: 25/08/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20441214, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:28/07/2023

  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.

  We booked a moving company with Burly BoyZ. We were told they would arrive July 15, between 12-1 to load our belongings and they didn’t call or communicate until I called them at 2 asking where they were. They finally showed up at 530pm, and didn’t leave until 2am. They had to load some of our belongings onto a second truck- as they say “we didn’t evaluate our load weight properly” even though the move before us was also over weight so it looks like the real problem is they don’t know how to calculate weight. **** told us the second truck would leave Monday, July 17- and it has yet to leave Vancouver. We have been waiting 2 weeks, and have been having to contact them for information as **** has not communicated to the level she should have considering her role in the organization as she claims to be “the highest up.” After calling twice again, she claims the truck was broken and it’s out of their control. She claims they gave delivery windows for a reason- which is understandable but you can’t revert back to delivery windows when you’ve already agreed to a delivery date. This has been the worst service I have ever received. We planned this move to make the transition for our 3 kids as smooth as possible, and they are now still in possession of items that is holding us back from doing that. We don’t have our tools, we can’t go back to work as they have our computers, our kids clothes. The most recent update is our truck is “scheduled to load Saturday, leave Sunday and arrive Monday or Tuesday but no guarantees.” On top of this, I deliver my baby in 2 weeks and the company has 0 regard for the stress and impact this is leaving on our family.

  

  Business Response

  Date: 13/08/2023

  Dear *****,
  
  We wanted to take a moment to express our sincere appreciation for your valuable feedback and the patience you've shown throughout the relocation service we provided on July 15th. We view this as an opportunity to continuously improve our team and processes. We deeply apologize for the delays and inconveniences you faced with the delivery of your belongings, especially considering your upcoming life event. We recognize the importance of a seamless transition for you and your family, and we regret that we fell short of your expectations.
  
  We conducted a thorough review of your move, including individual interviews with each member of your move team, consultations with our sales and dispatch departments, analysis of GPS data, a review of your system file and inventory, and consideration of all relevant factors. Below, you'll find a breakdown of your concerns, the investigation results, and our conclusion:
  
  Your concerns:
  
  The scheduled pickup time for your move was July 15th from 12:00 to 1:00 pm, but the truck arrived at 5:30 pm.
  You were not informed of this delay and had to contact us by 2 pm to confirm if the team was coming.
  Not all of your items were loaded, necessitating another truck scheduled for July 17.
  A truck breakdown occurred, leading to further delays, and you learned about this through updates you initiated.
  
  Investigation findings:
  
  The estimated weight for your Long Distance Relocation was 4670.
  The actual weight of the move was 5313, with an overflow totaling 1190.
  It was confirmed that the truck experienced a breakdown, leading to the delays.
  
  Conclusion: There are several factors that cannot be fully anticipated during the initial quote, such as inventory discrepancies, floor plans, traffic/weather, site accessibility, item dimensions, and final box counts. These factors can impact the time and cost of the move. Our investigation primarily focused on personnel performance and the efficiency of our processes.
  
  Overall, your move can be considered a success in terms of mover performance, as there were no issues or claims. However, we acknowledge that we failed to follow protocol by not promptly notifying you of potential delays. This is unacceptable, and we deeply regret any inconvenience this caused. Additionally, the difference between the estimated and actual weight is partially influenced by the items you declared for your inventory, and we recognize the importance of accuracy in this regard.
  
  The truck breakdown is beyond our control, and we understand the frustration this can cause. We appreciate your understanding of this aspect. While we can't change what happened with the truck, we acknowledge the notification delay and rescheduling as valid issues.
  
  To express our gratitude for your patience during this challenging time, we're willing to offer a $100, please confirm your preferred method of reimbursement: credit to your original payment method or a refund by cheque. If you choose the latter, kindly provide the necessary details. We understand the stress this has caused and we're relieved that the delivery is now complete, with only a ladder pending.
  
  We hope this additional insight provides clarity and perspective on your experience. Thank you for bringing this matter to our attention, and we truly value your cooperation. Your understanding and patience during this time are highly appreciated. If you have any further questions or concerns, please don't hesitate to reach out to us directly. We are committed to making this right for you.
  
  Sincerely,
  *****
  
  
  Customer Service Representative
  
  Burly Boyz Moving & Storage
  
  **** ***** * *** *** ****
  
  

  Customer Answer

  Date: 14/08/2023

  
  
  Complaint: 20391549
  
  
  
  I am rejecting this response because:

   

  I tried contacting them again and left a voicemail with the claims department as we are still missing items. Items that the movers acknowledged they left behind thinking it was their own tools and equipment. We also have one of our children’s mattresses still missing as well as sone damaged product. Since the claims area has failed to contact me back I have not been able to discuss this other than a voicemail left around a week or 10 days ago. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 16/08/2023

  Dear *****,
  
  I deeply apologize for the delays in our response to your concerns. It seems there were technical issues with our system, specifically the app that I am using as the calls aren't getting through that affected communication, but those problems have been resolved now. I'm committed to addressing your issues promptly and effectively.
  
  I understand your frustration regarding the missing items, and I want to assure you that we take this matter seriously. In order to assist you better, could you please provide me with a list of the missing items, including any detailed descriptions and pictures you might have? This information will be incredibly helpful as we work with our operations team to locate the items and ensure they are included in the delivery.
  
  Once again, I apologize for any inconvenience you've experienced, and I appreciate your patience. Please know that we're dedicated to resolving this matter to your satisfaction.
  
  
  
  Sincerely,
  *****
  
  
  Customer Service Representative
  
  Burly Boyz Moving & Storage
  
  **** ***** * *** *** ****

  Customer Answer

  Date: 18/08/2023

  
  
  Complaint: 20391549
  
  
  We are still missing an aluminum ladder, a twin size mattress that had a blue bed sheet on it, and a stack of 5 garbage cans. I do not have any photos of the specific items. The last guys that delivered our items said they remember seeing the ladder but thought it was there so it was not loaded. He said it would come on the next load in a few days and it’s been over 2 weeks. 
  

  We are still going through garage items as we seem to be missing a box but at this point I can’t narrow down exactly what was in that box. 
  

  As for the $100, when speaking to **** she told me the whole last move would could not be refunded but rest assured claims will take care of us. $100 is not acceptable for the time, inconvenience and neglect from ****/ team. It doesn’t even cover our time spent waiting for the movers on the day they arrived 5 hours late, and the fact my husband was there until after 11pm on the day of the move. 
  I would also like a detailed break down of the final truck as I was told by **** I was not charged, fuel, or any moving costs we were simply being charged for weight. 
  I was also told on our first move that we would split the gas cost with the other family moving and that was not taken care of on my bill. That was stated to me by the guy who did our initial quote - the reply I got from **** was he’s no longer with us so that doesn’t matter what he said. 
  
  
  
  ***** ********

  Customer Answer

  Date: 21/08/2023

  
  Complaint: 20391549
  
  We are still missing an aluminum ladder, a twin size mattress that had a blue bed sheet on it, and a stack of 5 garbage cans. I do not have any photos of the specific items. The last guys that delivered our items said they remember seeing the ladder but thought it was there so it was not loaded. He said it would come on the next load in a few days and it’s been over 2 weeks. 
  
  We are still going through garage items as we seem to be missing a box but at this point I can’t narrow down exactly what was in that box. 
  
  As for the $100, when speaking to **** she told me the whole last move would could not be refunded but rest assured claims will take care of us. $100 is not acceptable for the time, inconvenience and neglect from ****/ team. It doesn’t even cover our time spent waiting for the movers on the day they arrived 5 hours late, and the fact my husband was there until after 11pm on the day of the move. 
  I would also like a detailed break down of the final truck as I was told by **** I was not charged, fuel, or any moving costs we were simply being charged for weight. 
  I was also told on our first move that we would split the gas cost with the other family moving and that was not taken care of on my bill. That was stated to me by the guy who did our initial quote - the reply I got from **** was he’s no longer with us so that doesn’t matter what he said. 
  
  ***** ********

  

  Business Response

  Date: 25/08/2023

  Hello *****,
  
  We appreciate your candid feedback regarding your recent move, and we apologize for the inconveniences you've faced. Your concerns are valid, and we're actively working to address them.
  
  I'm pleased to let you know that our team has been making headway in locating some of your missing items. While we're making strides, there's still some work left before we can ensure their safe delivery to you. Our Claims Department representative will be reaching out soon to provide you with a comprehensive update.
  
  We're also taking your compensation concerns seriously. We understand your frustration and we're currently reviewing your case to ensure the compensation reflects the difficulties you've experienced. Your satisfaction matters, and we're committed to making things right.
  
  Thank you for your patience as we work to resolve these matters. We value your business and trust in us, and we're determined to regain your confidence in our service.
  
  Expect to hear from us soon with more updates.
  
  Best regards,
  ******
  Burly Boyz Moving and Storage

  Customer Answer

  Date: 03/09/2023

  
  
  Complaint: 20391549
  Pls have them email me to arrange a call time. One time they called I asked them to call back and didn’t get a call / didn’t pick up if it was an unknown number.

   

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