Complaints

This profile includes complaints for 4 Seasons Moving's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  4 Seasons Moving

  Fort McMurray, AB T9H 4E4

• 

  4 Seasons Moving

  10368 60 Avenue Unit B Edmonton, AB T6H 1G9

• 

  4 Seasons Moving

  190 Macalpine Crescent Unit 117 Fort McMurray, AB T9H 4A6

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:27/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 scheduled my move out date for May 31, 2023 at 3pm. At 4pm when the movers had still not arrived, I called the operation supervisor *** to get an ETA. He was unsure and said he would call them and ask. 5pm rolled around and movers were still not present, so I phoned *** again and he stated the movers will be there shortly. *** did not communicate with me about the movers ETA at any point unless I initiated contact. The movers finally showed up at 5:30, and *** did generously include an extra 3rd mover since they were so late. It quickly became apparent that at least 2 out of 3 of the movers were under the influence of some sort of drug. They were sweating profusely, not making eye contact, and generally acting weird. Fortunately I was not by myself, but as a young female I felt extremely uncomfortable. My move out location was an apartment on the third floor with use of an elevator, but I believe the drug influence made the movers work much slower. While moving out of the apartment, the movers damaged the front door with significant wood and paint chips resulting. All furniture was moved in to the new unit by 9:30, and they were initially going to charge me for 5 hours until I stated I was unhappy with service and the mover called *** to negotiate an hour deduction, which he claimed was for the damage to the door and due to being so late. I specifically did not sign the part of the contract which stated “4 seasons movers moved furniture in and out of both residences with no resulting damage to property or furniture” because it was untrue and I was not happy with the discount given. *** states the $175 discount was for the door damages, and after landlord inspection, the damage to the door will cost $175, which means he completely disregarded my other complaints. It took the company 3 weeks to send me my invoice. I contacted *** the day after the move to try to resolve the issue, and he did not take any effort to contact my landlord and try to repair the damage.

• Initial Complaint

  Date:29/03/2023

  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.

  I hired 4 Seasons Moving to service my move from Fort McMurray to Edmonton. In addition to poor communication skills (showing up hours late for their appointment), they were unable to deliver a number of my belongings which were destroyed in their truck, and delivered around 10 major pieces with damages (including a 65” TV, a BBQ, and a lift top coffee table). The operations manager called with remorse, offering me my deposit back if I would be willing to call the whole contract off. They told me I could also pursue a claims process that would offer me $2 per pound of damaged goods. I did the math and decided that calling the contract off wouldn’t be enough to cover the replacement of these items which I have inherited and collected over 19 years in Fort McMurray. Total replacement costs for these goods totalled over $11,000. I decided to go the claims route, which according to math that I transparently provided in a spreadsheet (with current market value examples for each lost item) will give me around $1,200 of that $11,000 back. I don’t think that’s a lot to ask. Now they are saying that my claims will only be considered if I first pay the full move amount ($1,800) and agree to have them come and collect all the damaged items. This makes no sense; as I would be down more money than if I didn’t pursue a claims process. This response came after two weeks of very minimal responses by phone or email. I have provided photographic evidence of all their damages, including photos before AND after the move to show that damages were a direct result of their move. It feels as though they are trying to scare me into settling by threatening to force remaining charges and collecting the items that are damaged but still functional.
  
  The resolution I am pursuing is that they waive all fees, including a refund of my initial $567 deposit, and agree that to pay the promised $2/lb for lost and damaged goods that I have submitted in a detailed spreadsheet.

  Business Response

  Date: 13/04/2023

  Good day ***, 
  
  This is our response to the complaint against our
  company from Mr. **** ** ***** regarding a moving service with us. 
  
  at February the 19th, Mr. ** ***** hired 4seasons
  for moving his household items from Fort McMurray to Edmonton. a contract that
  stating terms and conditions sent to the customer and signed and a deposit was
  sent. 
  
  Mr. ******* did not ask for packing service except
  for his TV, and this was mentioned in the contract that packing service is not
  requested by the customer as he mentioned that he will pack his household items
  himself. 
  
  This means that the customer is responsible for
  his own packing, and if anything, not packed properly by the customer, 4seasons
  is not responsible for any damages that may happen. This term stated clearly in
  the contract, agreed and signed by the customer. For example, piano`s,
  BBQ, Tanning Beds, Pool Tables, Marble,  or Televisions ,without a
  box, , improperly packed or unpacked pictures, paintings, lamps and
  lampshades, mirrors, all electronics, all forms (whether framed or not) of
  glass, ceramic, marble, laminate, veneer
  
  at the moving day, some items were not packed
  properly by the customer such as paintings , lights , BBQ, keyboard piano,
  Dumbbells. at the drop off location, the customer refused to pay the reset of
  the charge of the move and did not pick up the phone whenever the manager tried
  to reach out to him to collect the payment. However, we advised the movers to
  unload his household.
  
  after the moving day, the customer called us stating some damaged items and he
  won’t pay for the moving service, and he needs his deposit back.
  
  The operations manager advised him that we can do one of the two options for
  him
  the first option was suggested by the General manager that we don’t charge the
  customer for the service and sending his deposit back after he agrees on
  signing a release form.
  
  The second option is we open a claim for him through the insurance and this
  options basically requires honoring the contract terms by firstly paying the remaining
  balance, and secondly the insurance will pay 2$ per lb but The
  Company reserves the right of recovery on items which have been settled in cash. This also was stated clearly in the
  contract SECTION III and agreed on.  And the customer agreed
  to go with the second option
  
  However, the customer wants to combine the two options! He doesn’t want to pay
  for the service at all (which simply means voiding the contract). And he at the
  same time wants to apply terms from the contract (the 2$ per lb for the insurance)
  and keep the damaged items! Which doesn’t make sense!
  
  so, we are ready to go with one of the two options above
  
  attached a copy of the contract signed by the customer, and a screenshot from
  the email between the operations manager and the customer showing the 2 options
  we provided
  Regards,

  Customer Answer

  Date: 17/04/2023

  Complaint: 19866707
  
  
  
  I am writing back to confirm that I am rejecting 4 Season's response. I thank 4 Seasons for providing a copy of the contract, which I will reference in my response:
  
  It is evident that 4 Season’s Moving is not accepting responsibility for the damages that their service has sustained on my belongings. They place blame on me by suggesting that I was responsible for the packing of all my items. I’d like it known that I took the responsibility of packing close to 40 boxes of my own fragile items and the contents of those boxes arrived in tact despite several external damages to the boxes that transported by them. I upheld my part of the bargain there and am not asking for 4 Seasons to pay for damages sustained to any items that I packed.
  
  4 Seasons DID accept responsibility of packing and transporting all of my larger items such as a piano, BBQ, floor lamp and television. Through phone conversations with ***, prior to the move, I articulated my concern over their contract’s unwillingness to take responsibility for the move of these large items. After all, assistance with the move of large items is why most people hire professional support — and some of these items cannot be “packed” as they are describing (how do you "pack" a piano? a BBQ?) apart from being wrapped in blankets, which 4 Season’s promised they would do. *** verbally assured me that I was misinterpreting this clause of the contract — he said that because clients often intervene in the move, that 4 Season's didn't want to be held liable for damages caused due to client involvement in the move (i.e. if I had insisted they DONT use blankets, or suggested that they otherwise change their packing approach mid-move... neither of which I had done). He assured me that all large unpackable pieces would be wrapped in blankets and secured for the move, and that as long as I didn't intervene, they would be responsible for any damages sustained to these items. Now, 4 Seasons is suggesting that I should be held liable for these damages because I DIDN’T intervene in the move. They’ve set up their argument in such a way to ensure that they will never have to take responsibility for any potential damages. This is not equitable.
  
  Regardless of the way they phrase their defense, I discovered on delivery that none of my belongings were properly wrapped in blankets, as promised. Nothing was secured to the truck (multiple items fell on top of others, damaging them beyond repair as evidenced in my original complaint). For some reason that I cannot comprehend, a lot of my belongings were also drenched in mud. (Perhaps they drove with the rear door open for some distance — I cannot confirm, but you can see evidence of this in my original complaint). Some of these items required repair, some of them I was able to clean (and am not seeking compensation for) and some of them were damaged beyond repair.
  
  This resulted in the damage of 14 furniture pieces totaling $11,844.00 at current market value (as evidenced in the attached "Claim for 4 Seasons" PDF document). I have performed these calculations by attaching links to existing merchants selling the same furniture. I’d like it known that out of kindness, I am not asking for this total market value back. I am asking for a total of $1860.00. This is to cover the return of my deposit ($567), and compensation at the $2/lb of damaged goods rate that their insurance will cover ($1,293.00). My aim is to use these funds to cover costs for repairs on some damaged items and full replacements on items that were irreparable. I'd like it known that the damaged items that were beyond repair are already in 4 Season's care, because they didn't bother to unpack them at my final destination.
  
  As a victim of this service, I am contractually within my rights to ask for compensation. As written in the contract, I provided my claim in writing within the allowable 10 calendar days. The contract (pg.3) states that the following options will be made available to me upon submission of the claim:
  
  1) I will be paid for the cost of repairs
  2) Replacement will be made of the item with one of equal value
  3) Cash settlement based upon and supported by proof of value.
  
  I would like it also known that the contract does not mention that compensation will be made in the amount of $2/lb worth of damages. It identifies this as being the amount that their insurance will cover on their behalf. I want 4 Season’s to understand that this is their own limitation and not mine. If our resolve determines that they have to pay more than their insurance will cover, then it is my understanding that the company will have to pay out-of-pocket to make up the remaining amount due.
  
  The contract states that if we decide to settle with Cash Settlement (option 3) based upon proof of value (i.e.: if they pay market value for all damaged items -- $11,844.00) then the damaged items become property of 4 Seasons. If 4 Seasons is willing to pay $11,844.00, I will be more than willing to surrender those pieces to their care. However, I am not asking for them to pay the full market value, and so these items contractually continue to belong to me. This is important for 4 Seasons to understand, because my goal is to save us both money by performing repairs on my damaged items as opposed to replacing them entirely. I cannot use money from their compensation to repair items if they take my items away for themselves. And the settlement amount of $1,860.00 will not be enough for me to replace all these items with new purchases. Again, they've set up their argument in such a way that there will be no possible benefit to me.
  
  I come to the ****** ******** ****** for support because it is my understanding that they help mediate conflict with the goal of finding a resolution that is win-win for both parties. I believe that I am making a reasonable effort to bring 4 Seasons and myself to that win-win resolution.
  
  I encourage 4 Seasons to see that my approach for resolution has been compassionate. In summary, I am not asking for the market value of all damaged goods back ($11,844.00). I am asking for a total compensation value of $1,860.00 (made up of the $1,293.00 for damages by weight and the return of my $567 deposit).
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 16/05/2023

  Good day Dear Sir/Madam, 
  
  In response to the latest update , we are not agree with the customer ,with full respect, on moving his household items including 40 boxes for free and pay him for damages for items that we did not pack.
  
  a keyboard can easily disassembled and put in a proper box, we call this manufacturer status .
  
  we are obligated to do what is in the contract or the law 
  
  regards

• Initial Complaint

  Date:08/08/2022

  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 were booked and confirmed by 4 seasons moving for July 25/22 to move us. On saturday we received a confirmation on the appointment. Sunday morning less that 24 hours before the appointment, I received a call that they would not be able to move us. I was told the person who booked the appointment was not aware we were in Edmonton area, When is said that was not true that he knew where we lived i was told that they were mainly focusing on the fort mac area. They advertise Edmonton as well, I called them because of their *** association. We ended up hiring 2 different movers and paid more than what they would have cost to move us. As well i know someone who knows one of the owners and the owner said she could get a truck to us but it would cost more money. We are looking for compensation for the short notice cancellation as well as the inconvenience of having to change all the cleaner we had hired and the stress of spending a day on the phone finding someone to move us Tuesday morning and then Thursday. I had this planned with my holidays and now we are still behind because they did not show up on Monday morning.

  Business Response

  Date: 09/08/2022

  Hello there, My name is ****, You and myself ,had spoken over the phone regarding this file, I'm sorry that you had to experience this with our company however we cant really assist with this request somehow we find it so unordinary, mistakes could happen at anytime and we are again very sorry about that, , and there is plenty of movers in Edmonton that can cover and assist if needed, we had one of the team was hired new, and thought that we serve Edmonton area locally, sadly we do not serve Edmonton locally as of yet....he had to confirm your move non intentionally not known that we do not do local in Edmonton yet.

  There is no owners in this business, it is one owner and he has not run this this side of business for a while now, you have spoken only with myself which i run the operations for this side of business.

  Thank you again for reaching out and sorry for this experience.

   

   

  Customer Answer

  Date: 10/08/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:  4 Season knew we were in the Edmonton area, I have not spoken to **** on the phone at anytime - It was a  male that I was talking to.  You advertise in Edmonton area therefore you are false advertising - I have the information that says you do service Edmonton, and getting a mover for the next day is impossible in Edmonton area as i call may movers and they were all booked solid.  I picked this company because of the *** rating and would like some resolution for our extra expense and the trouble we went through.  This is not a way to do business especially if you want to get into the Edmonton and area moving business.  
  
  
  
  Sincerely,
  
  ******* *****