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:26/02/2023

  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.

  Jan 10: I get a phone quote for a 1+ den (apt) move from ****** and am told the average delivery time from Toronto-Vancouver is 9 days, max 15.
  
  
  Jan 11: I pay the deposit and book. After I am provided with the # of the logistics coordinator, ****. She tells me I won't receive my things in 9 days, and realistically I am looking at 20 days. I call ****** back and he says the quote he emailed me says 7-30 days- there is nothing he can do. I ask to move up pick-up date as I need my things by early February. We rebook pickup for Jan 21.
  
  
  Jan 21: The pickup is smooth. ***** and his pick-up partner are very professional.
  
  No further communication from Burlyboyz, despite me calling and emailing a few times.
  
  
  
  Feb 6: I finally get through to ****, who tells me my things are only being loaded onto the train that day, to start the 4-7 day transit period from Toronto to Edmonton. I remind her I need 48 hours to book the service elevator in our building and she assures me she will communicate arrival date. Seeing as I was expecting my things by that weekend, I open a complaint with *** in the complaints department. She says she will update me on Feb 11.
  
  
  
  Feb 14: I email *** requesting update.
  
  
  
  Feb 15: *** responds saying she is awaiting a final decision on my concern. I still have not had delivery so I email ****, who tells me that the actual transit of my items started Feb 13, and that they are still in transit on the train.
  
  No further communication from ****. No one confirms arrival or drop off.
  
  
  
  Feb 25: Movers show up. I have not been called or emailed about the delivery. **** claims to have called and left a VM that I did not receive. Checking my call log, I also have missed no calls from the #s she provided. It has been 35 days.
  
  
  
  Overall, communication and customer service has been abhorrent. It has added stress to an already stressful situation and I have had to re-purchase items I already expected to have. Please re-compensate me accordingly.

  

  Business Response

  Date: 07/03/2023

  Good Afternoon, 

   

  I am happy to update that we have settled this matter with the customer directly, we have reached a happy settlement offer outside of the ***. If you have any questions please let me know. 

   

  Customer Answer

  Date: 12/03/2023

  
  
  Complaint: 19500333
  
  
  
  I am rejecting this response because: on March 2 Burly Boyz promised me a refund of about $560 due to miscommunications and damage to our side tables in transit that left them irreparable. The money has not been refunded to me and there has been no communication that refund has been sent, therefore, I do not considered this happily settled. 
  
  
  
  Sincerely,
  
  
  
  ******** ***

  

  Business Response

  Date: 13/03/2023

  I have reached out to our accouting department to determine what the delay has been. 

• Initial Complaint

  Date:09/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Payed total of 5565.24 for move from Ottawa to Vancouver (after small discount for later delivery). We were quoted four weeks, items were not received until 8 weeks later. In the process, movers lost a TV - approximately $250 value and an original art piece worth $4000 which is not fully covered by the insurance they offer.
  
  Initially we were recommended to try and recompense our losses through home insurance. However given the circumstances of the loss, our insurer will not cover the loss. I am hoping for $4000 refund to cover the piece this company lost.

  

  Business Response

  Date: 13/01/2023

  Hello Mr. *******,
  
  We are extremely sorry for the loss that you experienced during your move with us and for the inconvenience that it has caused. 
  Unfortunately, we cannot reimburse the value of this item as it was not insured through the CPP (Premium insurance) that we offer. With your move, you selected the Released Value Protection (Basic Coverage) which translates to releasing the company from liability over your items' value. Typically, when a customer chooses this option, it is likely because they have coverage elsewhere that will insure any loss or damage to their goods. The Released Value Protection only holds the company responsible for the weight of each item as opposed to their individual values, and unfortunately, the insurance company will not be covering the full value for this piece as you signed the document stating that the value of your shipment was $0.60/LB. This is a federally regulated coverage that applied. All moving companies are required by law, to provide this optional coverage, free of charge to every customer when they select to move without purchasing any form of insurance. 
  
  The Released Value
  •$0.60/POUND, PER ARTICLE
  •IF ANY ARTICLE IS LOST OR DESTROYED WHILE IN THE MOVER'S CUSTODY, THE
  MOVERS LIABILITY IS
  LIMITED TO THE ACTUAL WEIGHT OF THE LOST OR DESTROYED ARTICLE
  MULTIPLIED BY $0.60/LB PER ARTICLE
  •MINOR DAMAGES SUCH AS SCRATCHES, DENTS, AND/OR ANY COSMETIC DAMAGES
  ARE NOT COVERED
  •PARTICLE BOARD OR PRESSBOARD FURNITURE IS NOT COVERED
  •ANY PROPERTY DAMAGE TO THE FLOOR, WALLS, DOORS, ETC, IS NOT COVERED
  •THIS IS THE BASIC LIABILITY LEVEL AND IS PROVIDED AT NO ADDITIONAL CHARGE
  Also, according to our Terms and Conditions that were provided to you with your Quote/Booking confirmation, SECTION 3.5 clearly states:
  Fragile Goods and Valuable Items. You will, prior to the commencement of the removal or storage, give to Us written notice of any
  Goods which are of a fragile or brittle nature and which are not readily apparent as such, or which comprise jewellery, precious
  objects, works of art, money, collections of items or precision equipment, in any case, having a value in excess of $1,000.
  
  This item was not declared to us at any point up till the day of your move, nor was it indicated to the driver upon pick-up. 
  
  
  The claim for your missing items has since been finalized and I will include the amounts here.
  The following items have been approved for reimbursement as follows:
  Based on the estimated weights of each item, reimbursement will be as follows:
  1.                  TV 40" x  70   /bs =          Total Line-Item Weight  70 x $0.60/LB =  $42.00
  2. Artwork (Inbox) x  30   /bs =           Total Line-Item Weight  30 x $0.60/LB =  $18.00
  3.         Power Cord x   1   /bs =            Total Line-Item Weight     1x   $0.60/LB =  $0.60
  Additional items being reimbursed:
  1. Burly Crate TV Foam Kit = $15.73
  2. ** Picture Box = $ 18.89
  Total amount owed to the customer: $95.22
  
  
  I have included a copy of our Standard Terms and Conditions below as well as Our CPP Insurance document and the form that was signed by you at Pick-up. I have also included the invoice that reflects the discount for your delays.
  
  
  We regret that we are unable to provide further compensation for your loss as we are bound to the insurance documents that were signed by you. We wish you the best in your future endeavors.

  Customer Answer

  Date: 13/01/2023

  
  
  Complaint: 18712715
  
  
  
  I am rejecting this response because:

   

  $95 recompense for a $4000 lost item is not acceptable.

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

• Initial Complaint

  Date:15/11/2022

  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.

  I paid this company for a move from Edmonton alberta to Toronto Ontario. My Items were picked up Wednesday October 5th and we’re due to arrive by Monday October 24th as started items will arrive 6-19 days from pickup. My items were not available until October 3rd to be delivered. I spoke with **** and she was no help she kept on telling me this has never happened before and I told her that there needs to be some type of refund as I’ve paid for people To help with my deliver etc and that I also had a trip booked that I was going to have to cancel now that my items were not arriving on time. **** told me a few different dates and I always had to reach out to her to confirm. He told me they would give me
  Back 25$ per day for any inconvenience that was caused by the delay. I asked **** for the contact of ownership as she stated that’s the i my people above her and she refused to give me their contact, she said if I have an issue I can tell her and she will tell them. The day of my deliver which was November 4th, I contacted **** yet again to discuss my refund and she did not respond to my email, I then called her and she stated “I saw your email and will get back to you”. I have emailed and called **** multiple times since this occurs ** and she has not responded to my emails, answered my phone calls or returned my voice messages that I have left. .
  
  I continued to express to **** I am a single mother and had to pay out of pocket for peoples help and cancel trips and now I am at a loss for much more money because this company couldn’t stick to their timeline and never updated me. I want my refund of more then 25$ a day especially since it has now been almost 2 weeks that **** has been ignoring me
  
  They took away 140$ from my final bill for “late delivery” which is only 5 days of late delivery which is not how late my items were

  

  Business Response

  Date: 25/11/2022

  Hello ******, we do apologize for the experience that you had during your move with us. It is very unfortunate that you had to experience a delay to your delivery and when we offered you the $25/day we meant for that to apply to each day we were late. We do apologize as it does seem that we didn't fulfill that commitment when the discount was applied to your invoice. We have identified the amount that we owe and will be issuing it back to you. We were a total of 10 days late from your 6-19 day window. We were late as of Oct 25/22 and delivered your goods to you on Nov 4/22. When your items were available to be delivered you expressed to us that you were not available to receive them that day of Nov3/22 and requested the delivery be made on Nov 4/22. Factoring in the $140 that we already waived from your final payment which at $25/Day amounts to 6 days rounded up we still owe you for 4 more days. We will be refunding you another $100.00 to compensate you for the delays that you experienced. Taking into consideration the original discount of $140 plus the additional $100 that is a total discount of just under 15% off of your final bill of $1765.
  
  
  We understand that you wanted to maintain a line of contact regarding the ETA of your shipment, however the operations manager that you are referring to overseas all logistics for the entire country and is not always readily available due to the demanding nature of her position.  As far as any other communications you had with any other representative in our company, we do apologize if you feel that you did not receive good customer service. Delivering or discussing bad news is not always an easy thing to do and if there was a time that you felt one of our representatives were being rude that wasn't the intent. We pride ourselves on our customer service and approachability and we thrive to maintain good customer relations so we are very disappointed that we failed to meet your expectations. We thank you for your feedback and can tell you that we review every instance where this type of interaction is concerned and always update our standards and practice to provide an exceptional customer experience. 
  
  
   Also to provide you some insight, we have a company policy that forbids our representatives from just giving out other employees contact information, especially concerning ownership. Wherever there is a concern it is taken in writing and forwarded to the appropriate associate who is meant to be dealing with the concern in question. This is important to utilize our time properly and helps us to provide a high level of customer service. We do apologize once again that you experienced some displeasure when dealing with our organization and we look forward to connecting with you again to give you the appropriate discount that we committed to.

• Initial Complaint

  Date:10/11/2022

  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.

  On Sept 7, I booked a move for mid-October with ****** ***** at Burly Boyz. At the time I was asked to give a three day window for the move because it was long distance, which I provided. I asked ****** at the time when the date would be finalized, and he said I would be given a finalized date a week in advance of the move. Based on that information I booked with them. I provided a detailed inventory as per their request so they knew exactly what was being moved. Long story short, they delayed my move three times but didn't tell me until the pickup time. The first delay the driver stated he didn't have the supplies to do the move, but later in the conversation it came out that they were taking a load to Vancouver (the opposite way as I was moving from Kelowna to Calgary) so they knew before that they would not be moving me that day but failed to provide any notice. I had booked cleaners, painters and appointments for myself in Calgary based on the move date I was given. We had already packed our vehicles with all of my clothes, blankets and the perishables before they were set to arrive because the apartment building only has one elevator. The driver stated he would be back the following morning but he wasn't, the administrator in the Vancouver office told me 2pm but they didn't show up till 4pm. I was told it would take 1.5 - 2hours, and it took 4 hours. Based on the time and information I was given I had booked a hotel part way to Calgary (so I could make my appointments the next day) but was unable to make it that far because it was so late by the time they finished. I had to forfeit the reservation and pay for a second hotel room that night in a closer city. The movers had no tools to take apart the furniture. Upon delivery, they failed to put the couch and shelf back together that they took apart for the move. They failed to put several boxes in their proper rooms even though they were clearly labeled. The managers refused to speak with me about any of this.

  

  Business Response

  Date: 20/11/2022

  Hello *****, first we would like to thank you for bringing your concerns to our attention. We do apologize that your movers weren't equipped with the necessary tools to accommodate furniture disassembly. We expect our crews to bring the appropriate materials and equipment needed to complete their moves but unfortunately it seems that the crew was unprepared. We are implementing updated checklists to ensure that this shouldn't be an issue going forward as we do understand that some finer details can be missed during the rush of getting dispatched out of the depot. 
  
  
  To give you some insight as to why we require all long distance customers to provide us with a 3 day window for pick up; we do this due to the varying nature of scheduling pick ups in sequence to group customers for the same trip. These trips are all scheduled relative to each pick up which can call for last minute rescheduling and that is why we require the 3 day window so that we can accommodate multiple customers. Our inter-provincial drivers are all stationed at our Edmonton Depot, so whenever there is a pickup required in BC we dispatch our inter-provincial drivers from Edmonton with customer/s headed to that region. This is in the interest of being able to keep our rates low, we cannot send an empty truck cross-province and accommodate those prices.  When your movers first arrived with their truck already loaded, they were passing through to determine the materials needed for your load which they were going to collect from our depot in Vancouver before returning to do your pick-up. When it comes to your pick-up, we only rescheduled it within the 3 day window allotted which was agreed on in anticipation of the possibility of needing to be changed. The 3 day window is the set 3 days that customers guarantee their availability for pick-up.
  
  
  Regarding the time it took them to complete the pick-up, there are many factors that contribute to the length of time it takes to complete. Some examples can include but are not limited to obstacles like the use of stairs, elevators etc. Given your weight being 4692 lbs and being collected from an apartment building, the 4 hours that it took for a 2 man crew to collect and load all of your goods is well within a reasonable time frame to do so. We would also like to mention that any additional time taken outside of your quoted estimate did not affect the price of your move since it was billed according to your weight. Regarding the movers failing to place some items in their appropriate rooms, you mentioned that our managers refused to speak with you about it. Our Logistics manager **** is who you were in communications with for the duration of your move. If it was indicated to any of our movers that items weren't placed correctly they would have certainly been more than happy to move them to a place that you requested.
  
  
  We do understand that you experienced some inconvenience regarding planning your reservations around your move and we apologize for that. Just to put into perspective for you, the Vancouver Depot is approximately a 4 hour drive (in optimal conditions and a standard vehicle, not a moving truck)  from your origin address so there is no way that the movers would have arrived in the morning to commence your move. We do appreciate that it was indicated to you by the driver that they would be back in the morning however considering the distance covered it was a miscommunication, but they would have been returning in the morning.
  
  
  Once again we are very apologetic that there was some confusion concerning some of the details of your move and a discount of $50.00 has already been applied to your invoice to recompense that. We hope that we have been able to provide clarification for your concerns.

  Customer Answer

  Date: 20/11/2022

  
  
  Complaint: 18384984
  
  
  I am rejecting this response because:
  

  I was told by ****** when I booked the move that you required a three day window until closer to the moving date, and that I would be given a firm date and time about a week in advance, which I was. Then **** called me four days before the move and asked to move that date up, which I accommodated. If you required to take a load to BC rather than an empty truck before picking up my things, you would have known well in advance that you would not be able to make the new pickup date and time that you requested, yet you gave me no notice of this. Instead, your drivers showed up to do an walk through of what I had, despite the fact that you had a detailed inventory listing that you requested prior to them coming. It was at the time they were at my apartment that I was told the move would take 1.5-2 hours. The movers saw exactly what I had and what was entailed in regards to the elevator and moving things out of my apartment. 

  Furthermore, it was made clear to me that **** was an administrator, not a manager. When I asked her to speak with a manager she said she would have one contact me. After my third request with no response from a manager, she told me that the managers/owners had asked her to resolve it with me and that they would not be speaking to me directly. Perhaps you chose to change her title after our conversations, for the purpose of making things look better to the ***. The bottom line is, you failed to show up when you said you would, more than once, and you failed to handle it appropriately when there were problems. I thought that choosing a business that was certified by the *** would mean that you would operate with integrity, but clearly I was wrong.

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

  

  Business Response

  Date: 26/11/2022

  We understand your frustration regarding the rescheduling, but like we previously mentioned we utilize pick/up windows to accommodate multiple customers and those windows are in place because we anticipate needing to reschedule. The days our customers provide us for pick/up windows are assumed as days of availability and we do apologize if there was a misunderstanding in that regard. As for the time the movers took to complete the job, once again this time did not in any way affect your final invoice. Since the additional time they took seemed to make a negative impact on your schedule we would like to give you an additional $50.00 discount from your invoice. When a team provides an estimate for the time a job should take it is simply that, an estimate. It should in no way be interpreted as an exact or actual amount of time because many factors surrounding moves affect the length of time it would take to complete the work.
  Regarding our Logistics Manager ****, she was hired with that title in place and not as anything else. It is very unfortunate that you may have had a different understanding of her position in this company, but we certainly didn't "change" her title since your communications with her. **** reports directly to ownership and it has been that way since the day she began here. She oversees all logistics for the entire country which is a far cry from an administrative position and it is very disappointing that you would take a stab at our integrity regarding the status of one of our employees. 
  We truly hope that we have been able to further clarify all of your concerns and look forward to reconnecting with you to provide you with the $50.00 discount we mentioned.

  Customer Answer

  Date: 28/11/2022

  
  
  Complaint: 18384984
  
  
  
  I am rejecting this response because:

  I find it pretty odd then that **** did not state to me that she was a manager when I asked to speak with one. And it still doesn't change the fact that someone above her still refused to speak with me when the issues was not resolved between the two of us. I would never have booked with your company had I been informed that the three day window would stay open beyond me being given an exact date and time, and it does not make sense to me that I was given a date and time if a three day window was still required. I feel that this is an excuse to cover up for the disorganization and lack of communication that happened. It also still doesn't explain why I wasn't notified when you knew in advance of the pick up time that my move time and day was changed. 
  
  Another fifty dollars doesn't even cover the hotel accommodations I had to book because of your company's inability to show up and do the job at the date and in the time frame you provided. 

   

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

• Initial Complaint

  Date:17/10/2022

  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.

  Order Number - 11369
  Order Date - 7/30/2022
  Sales Rep - Craig Walker
  Move Date and Pickup Date: 8/26/2022
  
  Delivery Commitment Date per contract: 9 - 18 Days from Pickup date
  
  Actual Delivery Date: 9/24/2022 and 9/25/2022 (13 days late)
  
  I will list the major incidences by pulling key threads out of the attached correspondence that I sent to Burly Boyz witch includes all the details;
  
  - Team arrived 2 Hours Late(11:00 am) pickup - messing up Scheduled Cleaning Company Time, Scheduled walk through with Landlord to collect security deposit, 14 hour drive and commute to Alberta.
  - Moving Team were engaged in huge outbursts and verbal fights, witnessed by both of us, and our cleaning company. I approached them 3 times on the terrible unprofessional behavior, and wanted to fire them on the spot, but, we had no alternative at this point.
  - Little to no work had been done 2 hours after they arrived, forcing us to take matters into our own hands, having to move all of our packed belongings down to the truck ramp. We spent 2.5 hour each.
  - Did not cover our new mattress(I paid for one)
  - They abandoned my belongings outside, without notice to me, and I only found out the next day when the landlord was going to have a junk company remove it.
  - They charged me $ 908 plus taxes for their crews who ILLEGALLY took Landlords CEMENT Mix, STONES (7 bags weighing 750 Pounds - Pictures sent in)
  - There were late by 13 days.
  - They destroyed our 18Karat RIFT White Oak table(irreparable), worth $ 4,000 (after recieving clear instructions on how to handle) Pics sent in.
  - NOT ONE SINGLE person has reached to us on the escalation team, and I have sent in well over 30 emails, called at least 20 times, and reached out on Linkedin.
  - We pulled our backs, and had to travel across the country in pain for 5 days.
  - This company as you will read in my complaint are UNPROFESSIONAL, not only with their crews, but, in their management who are completely silent here.

  

  Business Response

  Date: 27/10/2022

  Hello Mr. ********, we are truly sorry about the experience that you had using our services. The  behaviors that your movers portrayed while executing your move do not represent what we stand here for at Burly Boyz. We do not tolerate any kind of behaviors as such and have since fired the driver responsible. His helpers were from an agency who we no longer have ties with on account of the unreliability and unprofessionalism of the workers they provide. They were not in line with the standard that we like to uphold and we sincerely apologize for the inconvenience that was caused to you as a result of the use of those workers and the driver who is no longer with us. 
  
  
  With regards to your items that were left behind, your original estimated weight was 4690lbs and your actual weight came in at 6988lbs. The capacity for the truck we brought to accommodate your move was not sufficient for the extra weight and unfortunately a few items had to be left back. The location of your pick-up residence is not an area that we frequent very often and due to that we weren't able to return immediately for the items. We did however retrieve the items 2 days later as that was the soonest we could have gone back due to our schedule. 
  
  
  Your damage claim was opened with an employee who no longer works with us and unfortunately the claim information was not passed along to the appropriate representative to take over and recompense you for any loss. We understand that damages occurred and compensation is required. One of our claims representatives will be communicating the details with you shortly. As for the amounts, we are bound by the legal responsibility to the insurance documents signed which requires us to pay out at $0.60/lb for any items that suffered complete total loss or destruction. You did not accept or pay for any additional coverage that was offered to you so we are limited to the amounts as outlined in the document. (I have attached a copy for your reference)  According to the information you provided about the broken table, a dining table weighing in at 250lbs we would owe you a total of $150 for the damages. If there are any other damages that require our attention please provide information about them to our  claims representative and we can certainly issue any payout required for items that meet the eligibility criteria. 
  
  
  With regards to the items that we removed from the property that didn't belong to your load. We do apologize for that mistake, it is a very easy mistake to make when there is no one present to ensure that the correct items are being loaded. According to our Standard Terms and Conditions we do insist that for good measure each client is present for the loading and off loading of their goods into and from our vehicles. See sections 3.3 and 3.6 for clarification. You did mention that you had left the job site for a few hours and this may have been when the confusion arrived about what the movers were supposed to take. In any event you were charged for the extra weight and according to the photos you provided to us it was a total of 434 additional pounds on your final weight. You were also charged an additional $14.97 for the 3 boxes used to contain the bags. This would have increased your price bracket as well as the fuel surcharge. We are prepared to refund that amount to you, along with the mattress bag that the movers failed to use which resulted in some slight damage to your bed, and the GST that would have applied to the total amount. I have included the photos that you provided to us for the weighted amounts of the rocks. 71.6lbs + 99.2lbs + 68.2lbs + 100lbs + 95lbs = 434lbs 
  434lbs x $1.20 = $520.80  
  20.2% FSC $105.20 
  3 2cu boxes $14.97
  Mattress bag $ 17
  GST $32.05
  
  
  total refund of $ 690.02 
  
  
  Finally about the delay to your shipment being delivered. According to your pick-up and delivery and the estimated delivery window assigned to you we were a total of 10 days late. You were picked up on August 26/2022 and delivered on September 24/2022 with a delivery window of 8-19 days. That made us late as of Sept 15 with Sept 14 being the final day of the window. For late delivery of 10 days we can issue you a refund in the amount of $500 for the delays.  
  
  

  This will bring the total amount of refund back to you for $1190.02 including all applicable taxes.

  
  Please take time to review and let us know what you decide. 
  
  
  Best regards,
  

  
  

  Customer Answer

  Date: 09/11/2022

  
  
  Complaint: 18232941
  
  
  
  I am rejecting this response because:

   

  On review of the company's response, I am extremely disappointed but not surprised with their continued disregard and or, their attempts at dismissing the core issues of my claims.  Please see my responses highlighted below.  

   

  Hello Mr. ********, we are truly sorry about the experience that you had using our services. The  behaviors that your movers portrayed while executing your move do not represent what we stand here for at Burly Boyz. We do not tolerate any kind of behaviors as such and have since fired the driver responsible. His helpers were from an agency who we no longer have ties with on account of the unreliability and unprofessionalism of the workers they provide. They were not in line with the standard that we like to uphold and we sincerely apologize for the inconvenience that was caused to you as a result of the use of those workers and the driver who is no longer with us. 

   

  Burly Boyz is responsible for damages, mishandling, loading of stolen property, intimidation of my cleaning company and rescheduling costing us more, lack of professionalism, and their unproductive laziness that forced my partner and I to work for 2 hours each to load our own belongings.  They include;

  - 2 hours each X 2 of us (We had paid you to do the work and due to your staff fighting and not working, we had to load our own belongings

  - rescheduling of our cleaning staff 

  - Both **** and I suffered back pain for days, and punitive damages should be considered for our pain and suffering.  

  - You did not include any damages for the horrific experience due to the unprofessional and unacceptable behavior of your staff.  

  
  With regards to your items that were left behind, your original estimated weight was 4690lbs and your actual weight came in at 6988lbs. The capacity for the truck we brought to accommodate your move was not sufficient for the extra weight and unfortunately a few items had to be left back. The location of your pick-up residence is not an area that we frequent very often and due to that we weren't able to return immediately for the items. We did however retrieve the items 2 days later as that was the soonest we could have gone back due to our schedule. 

   

  Part of the extra weight was your staff maliciously removing from the other tenants property 7 large bags of CEMENT stones, and 3 large bags of river rock weighing close to 750 lbs.  The items left behind were my antique wall mounted table, and it did suffer damages, but, according to your Customer Service Rep she said, unless it's completely ruined or lost there is nothing you will do for the careless handling of my belongings that your staff, your angry staff left behind in the open, unprotected, and left for anyone to steal. 
  
  
  Your damage claim was opened with an employee who no longer works with us and unfortunately the claim information was not passed along to the appropriate representative to take over and recompense you for any loss. We understand that damages occurred and compensation is required. One of our claims representatives will be communicating the details with you shortly. As for the amounts, we are bound by the legal responsibility to the insurance documents signed which requires us to pay out at $0.60/lb for any items that suffered complete total loss or destruction. You did not accept or pay for any additional coverage that was offered to you so we are limited to the amounts as outlined in the document. (I have attached a copy for your reference)  According to the information you provided about the broken table, a dining table weighing in at 250lbs we would owe you a total of $150 for the damages. If there are any other damages that require our attention please provide information about them to our  claims representative and we can certainly issue any payout required for items that meet the eligibility criteria. 

   

  I refuse to accept this answer for the following reason;

   

  I met with your delivery crew, and instructed them for 10 minutes on items that were to be handled with special care.  This table was a treasured possession, and I was extremely diligent on walking them through how to store it, to avoid any damage.  Your ANGRY and disgruntled crew, did not follow instructions, and destroyed my table, that is NO LONGER MADE.  I paid $ 3,500 for that table, and it's irreparable, and it's your complete responsibility.  You also damaged my Bang & Olufsen Speakers, another of my prized possessions that your disgruntled(now fired) crew mishandled.  Your Rep told me that they had to be completely destroyed for you to remediate my damages.  And your crew also ripped out the headboard from our King size bed, and it's no longer able to be attached to the base.  All of these items not only had my careful instruction made to your crews, but they were clearly labelled on handling instructions.  I will not accept your insurance claim as an excuse to pay me $ 150 for the table after your crew disregarded my instructions and destroyed it.  Any professional MOVING company whose "FIRED" staff acted so disrespectfully towards a customer's belongings would recover their costs.  I have since replaced my table for $ 900.  I would be satisfied if you paid for the new table. 
  
  
  With regards to the items that we removed from the property that didn't belong to your load. We do apologize for that mistake, it is a very easy mistake to make when there is no one present to ensure that the correct items are being loaded. According to our Standard Terms and Conditions we do insist that for good measure each client is present for the loading and off loading of their goods into and from our vehicles. See sections 3.3 and 3.6 for clarification. You did mention that you had left the job site for a few hours and this may have been when the confusion arrived about what the movers were supposed to take. In any event you were charged for the extra weight and according to the photos you provided to us it was a total of 434 additional pounds on your final weight. You were also charged an additional $14.97 for the 3 boxes used to contain the bags. This would have increased your price bracket as well as the fuel surcharge. We are prepared to refund that amount to you, along with the mattress bag that the movers failed to use which resulted in some slight damage to your bed, and the GST that would have applied to the total amount. I have included the photos that you provided to us for the weighted amounts of the rocks. 71.6lbs + 99.2lbs + 68.2lbs + 100lbs + 95lbs = 434lbs 
  434lbs x $1.20 = $520.80  
  20.2% FSC $105.20 
  3 2cu boxes $14.97
  Mattress bag $ 17
  GST $32.05

   

  There were 7 bags, all photos were sent to you, and all were weighed at 750 pounds, not 434.  There are two issues here;

   

  First, your boxes, 3 in total, were never itemized and signed off by me.  They were maliciously added when they went back to pick up my items that were left behind.  At this time, your staff were well aware of the terrible situation they caused, how furious I was, and that I had escalated to your staff, and they maliciously went back to the house, onto the landlords property and saw, they heavy huge bags of cement, and maliciously put them in your boxes, and sent them in with our items.  Ask yourself, who would send almost 1,000 pounds of cement stones that would cost them 750 lbs X $ 1.20 plus FSC?  Second issue, you have to replace these costs.  The cement rocks were $ 10 a bag.  I should report Burly Boyz to the police for stealing these from the landlord's property and illegally transporting them in your boxes, in your transportation across the country. 
  
  
  total refund of $ 690.02 
  
  
  Finally about the delay to your shipment being delivered. According to your pick-up and delivery and the estimated delivery window assigned to you we were a total of 10 days late. You were picked up on August 26/2022 and delivered on September 24/2022 with a delivery window of 8-19 days. That made us late as of Sept 15 with Sept 14 being the final day of the window. For late delivery of 10 days we can issue you a refund in the amount of $500 for the delays.  

   

  I will accept the late delivery refund as an amount to cover the delay in receiving our belongings.

  This will bring the total amount of refund back to you for $1190.02 including all applicable taxes.

  
  Please take time to review and let us know what you decide. 

   

  --------------------------------------------------------------------------------------------------------------------------------

   

  --

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

  
  
  
  
  

  

  Business Response

  Date: 16/11/2022

  Hello Mr. ********
  
  
  Unfortunately at this time we cannot offer any further compensation to you as we have exhausted all possible means to do so already. We are truly apologetic for the experience that you had during your move with us and we can say that we certainly have not dismissed any of your claims. 
  
  
  We took this event very seriously which led to the decision in firing one of our drivers and severing ties with another business. We cannot prove beyond a reasonable doubt that the movers intent was to sabotage your invoice by adding those items, and we certainly cannot speak to their state of mind at the time nor do we intend to do so. We investigated all of the information provided by you and came to a sound decision in removing those workers from our organization entirely. At this time all we can do is offer you a sincere apology and reassurance that we continue to diligently work on updating our moving practices by frequently reviewing the standards we uphold for the safest transport of our customers belongings and to provide an exceptional experience. 
  
  
  Once again, with regards to the claims you presented to us, we are limited and bound by the federally regulated coverage that you accepted for your move. This coverage is outlined here and explicitly states that : You, the customer, agrees that the value of your items is $0.60/ lb in the event that any item is completely lost or destroyed.
  
  
  Also regarding the "Bang and Olufsen Speakers" that item does not meet the criteria required to be issued a pay out unless the damages have caused disruption to the working order of the item rendering it completely useless. If the item has only suffered cosmetic damages then unfortunately we cannot provide compensation for the item. 
  
  
  "With your move you selected the Release Value Protection, which covers the following:
  The Released Value
  •$0.60/POUND, PER ARTICLE
  •IF ANY ARTICLE IS LOST OR DESTROYED WHILE IN THE MOVERS CUSTODY, THE
  MOVERS LIABILITY IS
  LIMITED TO THE ACTUAL WEIGHT OF THE LOST OR DESTROYED ARTICLE
  MULTIPLIED BY $0.60/LB PER ARTICLE
  •MINOR DAMAGES SUCH AS SCRATCHES, DENTS AND/OR ANY COSMETIC DAMAGES
  ARE NOT COVERED
  •PARTICLE BOARD OR PRESS BOARD FURNITURE IS NOT COVERED
  •ANY PROPERTY DAMAGE TO FLOOR, WALLS, DOORS, ETC, ARE NOT COVERED
  •THIS IS THE BASIC LIABILITY LEVEL AND IS PROVIDED AT NO ADDITIONAL CHARGE"
  
  
  We thoroughly reviewed all of the photos and information that you provided and have only been able to account for 434lbs of additional weight from your move. As we previously mentioned in our response we require our customers to be present for the duration of their move to ensure that only items which are required to ship are taken and vice versa on the delivery side of things as well. This is to prevent situations like this one from happening and we have been fair enough to take the time and look through all the information provided regardless of one of our requirements being ignored. We have provided a fair compensation including all additional charges for the shipping of these items even though this was a risk that was assumed when the moving crew was left unattended to collect your goods. We understand that this may have taken place during the second pick up however the necessity for an additional pick up was due to the fact that you were significantly overweight from your original estimate. Failing to indicate the actual amount of items being moved results in the potential for many complications regarding truck and crew size, even the amount of materials we provide to complete a move. We ensure that each customer is informed of this as it is of high importance and this information would have been relayed by your original sales rep and reiterated in your quote and booking confirmation.
  
  
  We truly do apologize that you had such an experience during your move with us and our offer still stands for refunding you in the total amount of $1190.02 which includes the refund for the delay. Unfortunately we cannot offer anything more at this time. Our representatives will be in touch with you to issue that amount to you.

  Customer Answer

  Date: 17/11/2022

  
  
  Complaint: 18232941
  
  
  
  I am rejecting this response because:

  
  

  1. Your remediation on the stolen property is not the evidence that I provided you in weight, pictures, and emails.  I have photographed all the stones, with the accompanying weights, and the total weight is 750 pounds, not 434 lbs as you state.  You need to account for the balance on top of your current settlement of $ 520.80 plus FSC;
     • 316 lbs X $ 1.2 = $ 379 
     • 20.2% FSC = $ 76.56
     • Cost to replace the stones to the landlord in Lions Bay $ 10 X 10 = $ 100
  2. The Table does not weight 150 lbs.  It's solid OAK, and weights 290 lbs.  You need to account for the balance on top of your current settlement amount to include;
     • 90 lbs X $ .60 = $ 56.00 
  3. You have offered us NO compensation for the work we did at loading our property, when we paid you and your staff to do it. 

  I want to be clear, that in no way, will this settlement ever excuse the management of this company for their lack of care, compassion or concern during the 8 weeks when these horrible events occurred.  We received one call from a now departed employee to address our concerns.  You give the moving industry a black eye with the lack of responsiveness, care and compassion that you failed to exemplify during this move.  I can and probably should take this matter to the higher courts, where I would be submitting a much larger claim to recover more than those you are suggesting and those, additional amounts I have captured here.  You put profits ahead of customer care, and for that, you will not succeed as a business.  Your demonstrated and obvious disregard in these matters, are sure to catch up with you over time.  

  
  

  I want to state clearly for the record, and for any other mover looking for insights on using your company the following unresolved issues;

  1. You show absolutely no accountability to damaged property, and chose to hide behind a terrible insurance policy.
  2. You did NOT care to ask us for the cleaning company name to send in your apologies to them for intimidating their staff.
  3. You offered us no compensation for the pain and suffering you and your staff have put us through.  
  4. Not a single one of the management of this company at any time, has reached out to us to personally apologize, and acknowledge the hardship they caused us.
  5. You are quick to blame your staff, but, take no accountabilities for your own mishandling.
  6. Legally, you could be accused of "interprovincial transportation of stolen goods"  - I have the evidence to prove your staff, which you are ultimately responsible for, removed these illegally. 

  I want to settle this matter out of court, but, should you continue to demonstrate an unwillingness to fairly compensate us, I will be taking this matter and hiring a lawyer to initiate this process.

  
  

  
  

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

• Initial Complaint

  Date:11/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Mach 2020 we hired Burly Boyz moving co. to move out of our home in Slave Lake AB. Our contents were weighed and a Bingo sheet of contents was completed and our belongings were moved and subsequently stored in their premises in West Edmonton. We payed a monthly storage fee based on weight.
  On July 8th 2022 they moved all our contents into a new home in Edmonton.
  There was no reconciliation of contents on the move in.
  Over the following 7-10 days we realized we were missing certain belongings such as a wheelbarrow , garbage cans, hoses , shoes , lampshade , light bulbs , camping gear , new shoes, platters etc.
  We informed Burly Boyz and sent them a list etc
  Shortly after this we were told they had started an insurance claim on our behalf.
  I requested a face to face meeting with ******** ****** after being treated very rudely by another employee.
  
  At this meeting I asked if they weighed the house contents on leaving the warehouse and was told this was not their policy !!! I was informed that theft was impossible and highly unlikely as our contents were stored in a sealed container.
  A few days later our garbage cans , hoses were found and subsequently delivered to our home .
  The company calculates insurance rebate based on weight of items lost by them but I do not know how they figure this out as they do not weigh contents leaving the warehouse .
  They subsequently offered us $60 and said they would bump this up to $250 as a gesture of goodwill.
  This does not remotely come close to replacing our lost contents.
  In discussion with the extremely rude employee I asked how often this happens and she replied that in the 4 months she is working there there was 3 other insurance claims pending which is quite alarming to hear !!!!
  Surely this is reflection of a flawed system.
  In summary I have no faith in their lack of reconciliation of what contents they move in versus what they move out and I am not happy with their offer of $250.......

  

  Business Response

  Date: 14/09/2022

  Good afternoon,  
  
  We have thoroughly investigated the claim brought to our attention by the Customer in Question.  
  
  We use the confirmed list of items provided by the Customer on File to determine the reimbursement amounts, based on the inventory list from the pick-up and the bingo sheets that were used for the unload out of our warehouse facilities. The Customer on file and our Customer Service Specialist went over the inventory list and agreed upon the list of items that were not delivered. This list then changed with each interaction. The customer changed their mind about what items they were missing and new things that were never picked up on the load into storage were identified as lost.  
  
  Based on the insurance option selected by the customer prior to their move, our Released Value Protection, which is the federally regulated minimum insurance, the following outlines the coverage:  
   
  •$0.60/POUND, PER ARTICLE  
  •IF ANY ARTICLE IS LOST OR DESTROYED WHILE IN THE MOVER'S CUSTODY, THE  
   MOVER'S LIABILITY IS LIMITED TO THE ACTUAL WEIGHT OF THE LOST OR DESTROYED ARTICLE MULTIPLIED BY $0.60/LB PER ARTICLE  
  •MINOR DAMAGES SUCH AS SCRATCHES, DENTS AND/OR ANY COSMETIC DAMAGES ARE NOT COVERED  
  •PARTICLE BOARD OR PRESS BOARD FURNITURE IS NOT COVERED  
  •ANY PROPERTY DAMAGES TO FLOOR, WALLS, DOORS, ETC, ARE NOT COVERED  
  •THIS IS THE BASIC LIABILITY LEVEL AND IS PROVIDED AT NO ADDITIONAL CHARGE  
   
  With the customers agreement we confirmed the following items did not appear to be delivered:  
  
  Totes 8 x 20lbs 160lbs  
  
  (1, 4, 46, 47, 49, 53, 67, 68)  
  
  Lampshades 5lbs x2 5lbs.  
  
  (42, 75)  
  
   Kitchen Stand 70lbs  
  
  (126)  
  
   Ladder 60lbs  
  
  (209)  
  
   Small Box 35lbs x 2 15lbs  
  
  (72, 124)  
  
   Wheelbarrow 30lbs  
  
  (204)  
  
   Total weight of lost items 360 pounds   
  
  Reimbursement rate $0.60 per pound 
  
  Total Owed to Customer $216.00 plus tax ($10.80) $226.80  
  
  Based on the insurance option that was selected by the customer as well as the confirmed items missing VIA email this is the reimbursement amount that is owed to the customer for the missing items. 
   
  
  We offered compensation to the customer of $250.00.  
  
  
  The customer was unkind and unapologetic to our Customer Service Specialist. She demanded that the matter be escalated because she was not in agreement with the reimbursement rates. The manager met with the customers and explained the process again and also agreed to further investigate to recover the missing items.  
   
  
  Upon further investigation we found a few of her missing items that were put into an overflow crate. They were hoses, a bin, free weights and the bottom portion of a push lawn mower. We had the items, including the lawn mower delivered to their home. The customer explained that they had thrown away the handle to the hand push lawn mower but still expected compensation and returned it to us. 
  
  Individual items packed in boxes and bins are simply not verifiable as the customer packed their own boxes and totes. We have no way of verifying the actual contents of these self-packed boxes and totes therefore reimburse at the average weight as identified in the customers inventory.  
  
  We have attached the documents signed by the customer acknowledging their insurance selection. Based on the insurance selected, we are unable to offer further compensation. 

  Customer Answer

  Date: 14/09/2022

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

   

  I am not happy with the estimate of our lost items . 

  I received an email from ******** ****** on 24th /Aug/2022 which offered insurance on 55lbs = $33 and an offer of $250 as a gesture of goodwill.

  In response to *** and my complaint they amended this to $216.00 for total weight of 360lbs ; very confusing ???

  I am asking for compensation of $600 as I believe they have failed to adequately document our lost belongings .
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 20/09/2022

  Good Afternoon,

  With this move the Customer selected our Released Value Protection. This is the minimum insurance every moving company must provide and as is follows:

  The Released Value
  •$0.60/POUND, PER ARTICLE
  •IF ANY ARTICLE IS LOST OR DESTROYED WHILE IN THE MOVER'S CUSTODY, THE
  MOVER'S LIABILITY IS
  LIMITED TO THE ACTUAL WEIGHT OF THE LOST OR DESTROYED ARTICLE
  MULTIPLIED BY $0.60/LB PER ARTICLE
  •MINOR DAMAGES SUCH AS SCRATCHES, DENTS AND/OR ANY COSMETIC DAMAGES
  ARE NOT COVERED
  •PARTICLE BOARD OR PRESS BOARD FURNITURE IS NOT COVERED
  •ANY PROPERTY DAMAGE TO FLOOR, WALLS, DOORS, ETC, ARE NOT COVERED
  •THIS IS THE BASIC LIABILITY LEVEL AND IS PROVIDED AT NO ADDITIONAL CHARGE

  Based on the insurance option selected and an agreed upon list of missing items from the customer provided on Fri, Jul 29, 2:09 PM, via email.Below:

  Thank you for following up on our missing items from our recent move in  
   
   
  I will identify which items on your list are still missing  
  1.Tote 
  4.Tote 
  42.Lamp shades; we are also missing all our light bulbs that were removed by the original movers. 
  46 Tote 
  47 Tote 
  49.Tote 
  53.T0te 
  67.Tote 
  68.Tote 
  72. Small black box 
  75.Lampshade 
  124.Small box 
  126.Kitchen stand 
  137-142 Weights 
  204.Wheelbarrow 
  205. Garbage bins 
  209. 8ft ladder  
  210 hose 
  211 hose 
  We are also missing our dog kennel 

   

  In addition we delivered the following item to the customer once we located: 

  on Monday August 22, at 9:15am by our Warehouse Manager: 
  205. Garbage bins 
  137-142 Weights 
  210 hose 
  211 hose 

  The dog Kennel was not listed on the inventory log that was signed off on by the customer therefore we are unable to offer compensation for the items.

  For the cargo that was confirmed missing by the customer and never delivered we have offered compensation based on the insurance option that was selected by the customer. This is our Federally mandated insurance option included with every move as selected by the customer. Based on their decision reimbursement MUST be as follows: 
  With the customers' agreement we confirmed the following items did not appear to be delivered:   
  Totes 8 x 20lbs160lbs   
  (1, 4, 46, 47, 49, 53, 67, 68)   
  Lampshades 5lbs x2 5lbs.   
  (42, 75)   
  Kitchen Stand 70lbs   
  (126)   
  Ladder 60lbs   
  (209)   
  Small Box 35lbs x 2 15lbs   
  (72, 124)   
  Wheelbarrow 30lbs   
  (204)   
  Total weight of lost items 360 pounds    
  Reimbursement rate $0.60 per pound  
  Total Owed to Customer $216.00 plus tax ($10.80) $226.80   
  At this point in time, we are declining the $600.00 request from the customer as it does not fall within the Release Value Insurance Option selected by the customer as his pick on March 24,2020. Based on the Federal Guidelines the total compensation owed is $226.80.

  Customer Answer

  Date: 20/09/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because in the email we received on Aug 24th they were offering us $33 for insurance for lost items but had offered us $ 250 as a gesture of goodwill for the difficult process that Burly Boys had subjected us to over past 2 months. 

  I reached out to the company and requested the $226 offered above along with the $250 as a gesture of goodwill as previously offered which I think is perfectly reasonable.
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:12/08/2022

  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.

  • We hired Burly Boyz for their long-distance moving service on Monday, June 27 to move furniture from Edmonton, AB to Markham, ON
  • A sales rep, ***** ******, came to my house to do an in-person estimate for quoting purpose on May 10, 2022.
  • He never said the estimate will be used as an invoice. And I never agreed or signed to acknowledge the estimate since it is not accurate at all.
  • I had a 42 min phone call with ***** ****** on May 19, 2022, because I had a lot of questions regarding how they would operate and how they would calculate the services fees. Over the phone he confirmed that the invoice will be based on actual weight. And if the actual weight is below 8000 lb, a different rate $0.84/lb will be applied.
  • 2 days before the move, I was notified that the fuel surcharge was raised from 16% to 20.2%. I can’t say no because I have planned out the whole trip
  • Right after they picked up my stuff, I received an invoice (#21489) for totally $9506.15. It is based on estimated weight (9770 – 1000 = 8770 lb). I requested the scaling report which showed the actual weight 6980lb.
  • I requested Burly Boyz to adjust the invoice according to what ***** promised over the phone. They refused.
  • Burly Boyz denied that they ever offered unit rate $0.84/lb for weight range 6000 lb- 7999lb. And they accused me of significantly reducing the inventory and failing to tell them before the move.
  • Firstly, their estimation accuracy is very low. I can give you tons of example if you request. Secondly, I never agreed to pay invoice based on estimate. Thirdly, no one told me I should report to Burly Boyz before the move if we throw away some garbage.
  • I request to refund us by $1752.89 which is the amount that they over charged us. Please see detailed calculation in the attachment.
  
  I feel so scammed and helpless. I sincerely ask you to help us to solve the dispute and protect our consumer right. Thank you so much in advance.

  

  Business Response

  Date: 29/08/2022

  Good Morning,

  as we had discussed ******** **** is the email with the adjustments were are prepared to make.

  It would not let me attach ********'s Direct response to the customer. 

   

  ******** ******* <********@burlyboyzmoving.com> Fri, Jul 8, 12:29 PM
  
  to ****** ****** *** ******
  
  *** has passed on your questions about your quote to me. I am the sales manager at Burly Boyz. 
  
  I have taken the time to listen to all the conversation between ***** and ***** and never was there a mention of reducing your cost to the lower weight category. 
  
  When we do an estimate we are careful to ensure that we have captured everything you are moving. We do allow for a variance between what we estimated and what your actual goods weigh and in your case the variance is 1000 pounds. 
  
  We plan our trips across the country to maximize the available space on our vehicles. We reserved room for 9775 pounds for your load. Had we known in advance that you had reduced your inventory we could have made an amendment to your inventory and quote. However, finding out the day of your move that your weight was significantly less, precludes us from maximizing our load capacity. We regretted other customers accommodating your move, which is why we have the minimum weight you will be charged for upfront in your quote. (See attached) 

  
  We have had an increase to our fuel surcharge due to the variances in the price of oil and this is reflected on your invoice. We will adjust this back to the surcharge you were quoted, from 20.2 back to 16% for a credit of $155.89. There are no adjustments for the lower weight that can be made after the fact as we displaced other customers to accommodate your inventory. 
  

  ***** Called us the morning of her move to let us know she had discarded of a few items. We said that would be fine. We have listened to these calls to be sure that no one from the office made any promises other than our minimum. We allow for a variance. We have agreed to lower to the Fuel Surcharge for her move, but as this customer was 2,000lbs lower than her minimum weight, which allowed a variance of 1000lbs less or more if needed. When we received her deposit that was her acceptance of the 8775lbs minimum for her move. 

   

  Customer Answer

  Date: 03/09/2022

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

  This response is EXACTLY the ***e as the one that ******** provided two months ago. And I do NOT accept their accuse. I attach the detailed argument in the letter again. 

  In summary, 1. Show me the contract which has my signature!

  2. when I made the deposit, it was  purely based on *****'s explanation of how the invoice would be calculated. He confirmed it would be based on actual weight. If the weight is less than 8000 lb, a different unit rate will be used. You can't interpret that I agreed with the minimum weight simply by a deposit.  

  2. ******** said she listened to the conversation, if so, can she openly share the voice record with ***?

  3. why did not ***** tell me before I made the deposit that I need to inform you any weight change?

  4. can you explain why the inventory counted my stuff SO wrongly? For example, how come you counted three bikes when I only have two? 

   

  If Burly Boyz seriously runs their business professionally, why did not they give me an official contract to sign? Please listen to the voice record if they provide, and let me know what you heard. Thank you for your time. 

  
  
  Sincerely,
  
  
  
  ***** ****