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  Best Movers

  104 South Ave Spruce Grove, AB T7X 3A3

  
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  Best Movers

  162 Kam Lake Road Yellowknife, NT X1A 0G3

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:22/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Formal complaints against Best Movers, Yellowknife, Northwest Territory
  I hope this letter finds you well. I am writing to express my dissatisfaction with Best Movers' services and seek your assistance in addressing the matter. My employer hired Best Movers to transport my household items from Manitoba, and the pick-up on August 25th, 2023, with delivery to Northwest Territory was on September 20th, 2023. Despite the timely service, a significant issue arose regarding the handling and delivery of my 2021, 65-inch LG OLED TV.
  Upon delivery, my TV was damaged, which has caused me both financial and emotional distress. I reported the damage to Best Movers, and their initial response was a proposed reimbursement of $300, citing 1% per pound compensation for any damaged item.
  The TV was in perfect condition when picked up in Manitoba, and as confirmed by an authorized LG technician the damage occurred during shipping due to improper handling. This could have been during the transfer of my belongings between trucks. More so, The TV lacked proper protection, such as bubble wrap, during pick-up.
  The proposed $300 compensation is grossly inadequate, considering the TV's actual value of $2,961.40 and repair cost estimated at $2,332.41 as confirmed by LG.
  I kindly request your intervention for a fair resolution. Best Movers should take full responsibility for their negligence, mishandling and provide appropriate compensation aligning with the item's value and repair cost, and improve on their service by advising clients on insurance for electronics' safety no matter the amount.
  I trust the ****** ******** ****** will thoroughly investigate and assist in facilitating a resolution adhering to fairness and accountability. Thank you for your assistance.
  Sincerely,
  *** ******

  

  Business Response

  Date: 23/01/2024

  Written without
  prejudice:
  
   On August 13th, the relocation bid for ******* ****** was awarded to Best Movers
  
  In early September, the shipment was loaded in Brandon, MB to Yellowknife, NT per her employer relocation contract. 
  
  On September 20th, the shipment was delivered in Yellowknife, NT.
  
  On September 28th, 2023, a notice of damaged items was received, and a damage claim was sent out.
  
  The following claim form was received.
  August 2021                   TV Serial No 103RMGC7Z583                $2,961
  
  Total
  claim amount $2,961.40
  
  On January 8th, 2024, a claim assessment was completed as follows:
  
  1. The TV was delivered with no physical damage on the Box/TV.  Section 5. Exceptions from Liability number b (II) reads:  The Carrier shall not be liable for:
  Damage to the mechanical, electronic, or other operations of equipment, irrespective of who packed or unpacked such articles, unless servicing (turning on the TV to show the movers that it had not lines) and preparation was performed by the carrier, his agent or employees.
  
  2. No additional insurance coverage was requested, and no insurance premium was paid to increase Best Mover’s liability above the noted limited liability of $1.00/lb. per article as addressed in her employer relocation entitlement, which reads:
  “c. The maximum weight entitlement for your move; if you’re travelling with:    dependants (up to 15,000lbs) or ; if you’re travelling with: dependants (up to 15,000lbs) ; if you’re travelling without: dependants (up to 4,000lbs)
  d. Insurances:  The Government of the Northwest Territories (GNWT) provides coverage of $1.00 per pound for household effects.  If you wish any more insurance, this will be at your own expense.  If you are required to make a claim regarding any damage done to your effects, it will be up to you to deal with the moving and insurance companies.”
  
  Based on the transit protection in place the following assessment was completed:
  Claim Valuation:
  
  TV         x 100lbs             =            $100.00
  
  Her maximum total
  claim based on our relocation contract is $100.00
  
  As a good will gesture, we offered her a one-time settlement in the amount of $300.00 calculated at x 3 of
  your claimed amount.

  The client states that her shipment was transferred.  This is standard practice to transfer shipments going up north in Edmonton onto smaller trucks.  Every care/precaution was taking in packing and relocating this shipment.  A total of 3,500lbs were moved.

  
  

  Customer Answer

  Date: 26/01/2024

  
  
  Complaint: 21183261
  
  I am rejecting this response because:

  I wish to state the following facts:-
  1.   The company claims: ’’On September 28th, 2023, a notice of damaged items was received, and a damage claim was sent out’’  
  Items were delivered
  September 20th but the LG TV could not be unpacked because of
  missing screws. It took 4 days to get matching screws and we reported the damaged
  TV on sept 24th. See attached email for reference (contrary to the
  company’s claim for Sept 28th 2023)
       This misrepresenting the fact.
  
  2.  The company claims that: ‘’ The TV was delivered with no physical damage on the Box/TV.’’
  Best movers are not certified LG experts to determine
  if there was physical damage done to the TV. The manufacturer and the authorised repairer of LG Canada has confirmed it
  was physically
  damaged due to mishandling (see attached).
  3.   I have also attached a page from the relocation service quote where it was captured on ‘’No. 4 EQUIPMENT: Appropriate materials for fragile items (bubble wrap, tissue paper etc) should be used for safe and efficient use’’
  My TV was not bubble wrapped nor was there a
  proper cover, it was packed with the original box , which is obviously not
  guarantee that its safe considering the distance and the rough handling by your
  workers in transit. This is negligence on the part of company.
  4.    I also want to state that my items were mishandled while in transit that could have led to physical damage on my LG Smart TV. We believe so for the following reasons:
  a.   On the delivery day, there were 2 missing camp chairs that was finally delivered on the third day after persistent follow up.
  b.   My mop stick till date was not delivered and I got the bucket days after also.
  c.   Screws for the TV was also missing, I had to buy new set of matching screws
  
  5.   From my understanding, we were to only purchase insurance for any item above $5,000 dollars’’
  Since
  the cost of my LG TV was less than $3,000, we did not see the necessity to purchase additional coverage, however it’s
  usually best practice for moving companies to advise clients on the need to
  purchase additional coverage. This we did not receive from Best movers, neither
  did they reiterate their policies verbally or in writing prior to move date.
  The company is offering ‘’As a good will gesture, we offered her a one-time settlement in the
  amount of $300.00 calculated at x 3 of your claimed amount’’

  From my above points, this issue occurred due to the
  company’s negligence and mishandling hence I am requesting that best movers be
  compelled to take full responsibility of the repairs as quoted by LG authorized
  repairer ($2,332.41). 
  
  
  
  Sincerely,
  *** ******

  

  Business Response

  Date: 29/01/2024

  January 29th, 2024

  
  Dear *******,
  

  RE:  Complaint: 21183261
  

  Thank you for your details
  explanation.  Please see below our
  response in blue below:

  
  I wish to state the following
  facts:-
  1.   The company claims: ’’On September 28th, 2023, a notice of
  damaged items was received, and a damage claim was sent out’’  
  Items were delivered September 20th but the LG TV could not be unpacked
  because of missing screws. It took 4 days to get matching screws and we
  reported the damaged TV on sept 24th. See attached email for reference
  (contrary to the company’s claim for Sept 28th 2023)
       This misrepresenting the fact. –  - Please refer to the claim form
  dated September 28th.  This is
  when the formal claim was submitted to Best Movers.
  
  2.  The company claims that: ‘’ The TV was delivered with no physical
  damage on the Box/TV.’’
  Best movers are not certified LG experts to determine if there was physical
  damage done to the TV. The manufacturer and the authorised repairer of LG
  Canada has confirmed it was physically damaged due to mishandling (see
  attached).  Physical damage refers to a broken
  TV/ Cracked Screen/ A broken/ protruded box. 
  Mechanical damages are when the TV shows lines or does not come on.  In other words, the mechanics are not
  working.  Please refer to your e-mail
  from September 24th that reads “However, after
  successfully fixing the screws, the tv did not come on. It's quiet strange. I am just
  letting you know now that since it was set up yesterday till this morning it
  has not come up but it shows the green/red lines at the right hand corner. The
  delivery driver says I have to contact your office.”
  
  3.   I have also attached a page from the relocation
  service quote where it was captured on ‘’No. 4 EQUIPMENT: Appropriate
  materials for fragile items (bubble wrap, tissue paper etc) should be used for
  safe and efficient use’’
  My TV was not bubble wrapped nor was there a proper cover, it was packed with
  the original box , which is obviously not guarantee that its safe considering
  the distance and the rough handling by your workers in transit. This is
  negligence on the part of company.  Kindly please provide us with photos/proof
  to substantial this claim.  The only time
  that a TV is not wrapped is if it was owner packed.  For example, if you already had it in a box
  with “no bubble wrap”.
  
  4.    I also want to state that my items were mishandled while in
  transit that could have led to physical damage on my LG Smart TV. We believe so
  for the following reasons:
  a.   On the delivery day, there were 2 missing camp chairs that was
  finally delivered on the third day after persistent follow up. Your shipment was shuttled from the
  large, 53-foot trailer that picked up from Brandon, MB as this truck would not
  fit in most Yellowknife residential streets. 
  The moving industry standard requires an inventory of items to be
  checked off at the time of receipt to ensure all items have been received.  If there are missing items, then indeed the
  crew go back to the truck to locate the missing items.  Sometimes this might take a couple of days if
  the items in question are placed with a different shipment.  The inventory would catch this and return
  items to the correct owners.  This does not indicate mishandling of a shipment in any way.  It in fact shows the inventory system works.
  
  b.   My mop stick till date was not delivered and I got
  the bucket days after also.  Your inventory list signed as a true
  copy of what was moved does not include a mop. 
  Best Movers can only account for the items picked up and inventoried.
  
  c.   Screws for the TV was also missing, I had to buy
  new set of matching screws –
  On September 24th you wrote the following
  “Thanks again for helping to bring my personal items to Yellowknife. I
  finally received my items on Wednesday Sept 20th 2023, my Television was fixed
  to the stand yesterday because I had to buy new screws as we couldn't
  locate the old screws. 
  
  However, after successfully fixing the screws, the tv did not
  come on. It's quiet strange. I am just letting you know now that since it was
  set up yesterday till this morning it has not come up but it shows the
  green/red lines at the right hand corner. The delivery driver says I have to
  contact your office.”
  
  Your e-mail September 24th does not indicate
  that Best Movers misplaced the screws.  It
  also shows you fixed the TV Screws on your own.   Could this TV have been dropped at that time?
  
  5.   From my understanding, we were to only purchase insurance for
  any item above $5,000 dollars’’
  Since the cost of my LG TV was less than $3,000, we did not see the necessity
  to purchase additional coverage, however it’s usually best practice for moving
  companies to advise clients on the need to purchase additional coverage. This
  we did not receive from Best movers, neither did they reiterate their policies
  verbally or in writing prior to move date.
  The company is offering ‘’As a good will gesture, we offered her a one-time
  settlement in the amount of $300.00 calculated at x 3 of your claimed amount’’
  I am not sure where
  you got the information from.  Your
  relocation sates that the GNWT provides coverage for $1/lb per article and that
  employees looking to purchase additional coverage should either contact the
  moving company or their own insurance. 
  It reads  “ “c. The maximum weight entitlement for your
  move; if you’re travelling with:    dependants (up to 15,000lbs) or ; if you’re
  travelling with: dependants (up to 15,000lbs) ; if you’re travelling without: dependants
  (up to 4,000lbs)
  d. Insurances:  The Government of the Northwest Territories (GNWT) provides coverage of $1.00 per pound for household effects.  If you wish any more insurance, this will be at your own expense.  If you are required to make a claim regarding any damage done to your effects, it will be up to you to deal with the moving and insurance companies.”
  
  Sincerely
  
  ******* ***********