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:23/05/2025

  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 Alberta Strong Movers to move my hot tub. I wanted professionals to move it to give me peace of mind that it would be done right because I need the hot tub for medical reasons and it is very important to my well-being. The company has a minimum call-out of * hours which came to just over $***. I had to give them a non-refundable deposit of $*** before they would send a crew to do the move. When they got here, I had to pay the balance of the $*** and sign an invoice before they would do the job. On the invoice, there is a clause that says that if any damage occurs during the move, they would only pay ** cents per pound of the object being moved. If I didn't sign, they would leave, my hot tub wouldn't get moved, and I would be out $***. If I had been told this up front, while I was booking the move, I never would have sent them $***. I would have looked for another mover. The actual move, that I paid * hours for, took about * minutes. The crew was here for about half an hour in total, waiting for my e-transfer to clear. During the move, one of the * guys fell, dropping my hot tub which hit the edge of my ground level deck which was the destination of the move. The guy was laying under the tub and it was on his leg. He said he was ok, he would just have a bruise from it. The tub was also on the toe of the guy at the other end of it. It was then that I noticed the guy who fell looked like he was wearing cowboy boots, I couldn't see the heel because is pants covered them, but they didn't look like proper work boots. The other guy was wearing light, striped canvas shoes that definitely weren't work boots. They didn't even have gloves. My hot tub now has a one-foot-long vertical crack on the outside of one side of it, and at least * of them on the other side, it's against a wall on that side, so it's hard to see. I can't find anyone who fixes this. The company offered me $*** compensation. It's a $** 000.00 hot tub that's only * years old.

  

  Business Response

  Date: 03/06/2025

  Hi *****,
  
  We sincerely regret to hear about the difficulties you experienced during your recent hot tub move and the unfortunate damage that occurred.
  
  We appreciate you bringing forward your concerns regarding the liability clause of 60 cents per pound.  This level of basic liability coverage is a standard practice across the moving industry,governed by provincial regulations, and serves as a foundational protection.
  Our intention is always to make all terms, including our non-refundable deposit and liability specific and abundantly clear during the booking process and the move process.
  We are actively reviewing our communication protocols to enhance clarity and ensure every customer feels fully informed and confident before their move.
  Our non-refundable deposit helps us secure and dispatch a specialized crew and equipment, demonstrating our commitment to your scheduled service.
  
  Provincial law in Alberta concerning moving damages:
  
  This is the legal definition:
  Released Value Protection is the basic coverage that is contained in all contracts for moving of household effects and is included in the cost of your move. Under released valuation, the movers liability is limited to $**** per pound ($**** per kg) per article for household goods under provincial conditions of carriage regulations.This would mean that a table weighing *** lb. that is being shipped and which is damaged beyond repair would result in a cash settlement of $** (100 lb. x $0.60 per lb.) even if the actual replacement cost of the table were $*****.
  
  We understand your disappointment with the initial compensation offer,which was based on the standard liability clause and provincial law, nonetheless we can increase your compensation for the hot tub damage to $****** as a gesture of good will.
  
  Let us know if you accept and we can issue payment via E-transfer within * business days.
  
  Sincerely,
  Alberta Strong Movers

  Customer Answer

  Date: 03/06/2025

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

  I have the following rights under the Consumer Protection Act:

  Your consumer rights
  Albertas Consumer Bill of Rights was developed to help businesses and consumers understand their rights and responsibilities in Albertas marketplace.
  The bill of rights outlines how the Consumer Protection Act:
  ensures consumers are informed about products, services and transactions
  keeps consumers safe from unfair business practices
  gives access to a remedy when harmed
  ensures consumers have a right to protect their interests
  The marketplace thrives when business and consumers have confidence they will be treated fairly and ethically.

  I was misinformed about the service and felt pressured to sign the contract for fear that I would lose my $*** damage deposit.

  According to the Canadian Movers Association "replacement value protection is an optional, extra cost service that movers are required to offer."  I was never offered this protection.

  On my contract it states "all moves include the use of furniture pads, dollies, appliance dollies and skids."  Use of this equipment would have been much safer for both my hot tub, and the movers themselves.  This is probably an OH and S concern as is the lack of protective footwear and gloves for the movers.

  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:20/04/2023

  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.

  Background: We moved summer 2020 and I hesitated leaving the honest review because they knew where I lived. Being home alone much of the time I didn't want to draw any unsafe, undue attention to myself. We move to a new home next week Friday, April 28 so now I feel safe enough to submit this.
  
  My husband is a professional driver (he's owned & driven all sizes of trucks with trailers his whole life) & he hired Albert Strong Movers over the phone in spring 2020 stating we needed a body job for the move from Edmonton to Spruce Grove. Alberta Strong would provide the body job and movers. They arrived on moving day with a crew cab pick up and a cargo trailer. I was alone for the move & it was too late to arrange another mover.
  These are my issues:
  1) the cargo trailer wasn't big enough to do the move in 1 trip
  2) The cargo trailer was dirty.
  3) I paid the hourly rate for 3 trips to the new house while the movers sat in the passenger seats.
  4) the movers broke a lazy boy chair while trying to remove the back.
  5) 1/3 of my stuff didn't get moved because I'd run out of the cash I'd budgeted for the move based on a body job doing it in 1 trip.

  

  Business Response

  Date: 10/05/2023

  Hi ****,

  Thank you very much for sharing your move issues.  I'll consult the archive from 2020, investigate further and see if there's anything that can be done.
  

  Have a great day,

  ***

  Customer Answer

  Date: 10/05/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19961219, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** **********

• Initial Complaint

  Date:13/04/2023

  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.

  Basically, we were looking for movers to help us move from Calgary to North of Edmonton. Called around and finally agreed that we would use a company called Alberta Strong Movers.
  
  The move was not for another 3 months and in order to book the movers for July 14, the company required a 100.00 deposit.
  
  Unfortunately, due to financing and not being approved for the home in which we were expecting to purchase, we are now no longer moving.
  
  I asked for a refund and was told that they do not do refunds. So basically, this company just stole from me and refuses to refund me for absolutely no services.

  

  Business Response

  Date: 14/04/2023

  Hi ****,

  Thank you for bringing this to our attention.  I'm your claims specialist and will check into this for you ASAP.
  

  Thanks,

  ***

  Customer Answer

  Date: 14/04/2023

  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19932752, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:26/01/2023

  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.

  I used Alberta Strong Movers to move myself on October 27th and 28th,2022. There were multiple issues with the movers themselves and damage to some items for which the ? Owner ***** reimbursed me $145.00 . My biggest issue is that I have been requesting an invoice from them since November 10th and have not received it. I sent another text on November 26th and again on January 14th,2023 and no response. I do not feel that requesting an invoice is unreasonable.

  

  Business Response

  Date: 31/01/2023

  Hi *******,

  I'm very sorry to hear about your experience, ***** will send out your invoice to the

  email you have provided by tomorrow and follow up to make sure you received it.

   

  Thank you very much for your patience in this matter, it is appreciated!

   

  ***