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: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 May 01 ***** Morrows Moving of Chilliwack attempted to move me from ******** to *************, During this move things went wrong. First of all they broke my *** ~ I just bought this last summer 2024 and it worked perfectly. Its is a True Infrared Red Patio Bistro *** ~ Now it only reaches 350 degree's and does not hold the heat. My *** heated quickly and reached high temps before Morrows broke it. The cord was taken out of my ***. Further to this they also broke the k*** off my armoire and I cannot get the bottom drawer open. They were so unprofessional ~ a person from the Morrows came over and said "look the *** work's" ~ it comes on but does not give proper or lasting heat. When I saw the mover grabbing my *** from the front cord I told them don't do that because your going to break my ***, sure enough they did! They are not taking ANY responsibility for my losses.

  

  Business Response

  Date: 28/05/2025

  Response to complaint #********
  Previous moves:
  Ministry paid Oct. 25, ***************** to Victoria Ave
  Ministry paid Jan 19, 2024 ******** to *******
  Ministry paid May 2, ************ to The Paramount
  Out of pocket COD May 1, 2025 The Paramount to ************
  
  April 22nd regarding the estimated time wed sent April 19th, you asked if we could honor the previous moves time/rate,which I had already explained turned out to be less than the actual time which was required on May 2nd, 2024.
  You were again informed that with COD moves, we base the final billing on the actual time used.
  Moving Day - May 1st You were not packed and ready to go on load day when the crew arrived, as is always required by the customer unless packing services have been requested. This will always be a cause for extra time required.
  You came to our office while the crew was loading, to get more boxes so you could finish packing, but you were unsuccessful as your car was already full of goods.
  When the crew had difficulty moving a large furniture item (wardrobe) into your new studio suite with a winding staircase (which you did not inform us of previously), you confirmed with the crew on-site that another crew member could be brought in to assist. Another crew member again was dispatched to complete this part of the service, and you were not charged anything extra for this 4th man. When questioned about this on May 9th you stated you didnt remember confirming this.
  May 4th You called with your complaints to our office, which began with the threat of going to social media and The Progress to say wed taken advantage of a senior/pensioner if Morrows didnt make it right by you.
  You claimed one the of the workers had dragged the *** by its cord rather than its handle located directly above, and more conveniently above and in front of the cord input - rendering it broken.
  A key for the wardrobe was bent, k**** were broken off and the doors didnt close properly.
  You accused the crew of taking 45 minutes to park the truck. The *** and Samsara Satellite tracking devices installed on all of our trucks shows definitive proof that parking the truck at the first location took 5 minutes, and at destination took 3 minutes.
  You falsely accused our worker of having cocaine on his face/running out of his nose during the move.
  May 5th you were informed of the investigation into your complaints, with our findings showing you to be incompatible with your descriptions.
  Regardless of that, you were still sent a letter and statement of claim to itemize damaged goods. (attached 1.)
  May 6th we received your statement of claim. (attached 2.)
  May 8th 9:05am You were sent an email indicating your file has been forwarded to the *****************
  May 8th 9:26am you wrote back to request the name of the claims person and a direct line number which we are not required to provide.
  May 8th 4:18pm you were emailed that The ***************** would like you to know that a response letter is being mailed to you today regarding the Statement of Claim Form. (attached 11.)
  Enclosed with the letter was a cheque for $110.00 (dated May 7th attached 3. and 4.) to compensate for loss of use of the ***, for 2 broken k**** (on the wardrobe mentioned above) and a damaged shower rod (attached). The settlement amount was based on the Released Rate Liability that you signed for, entitling you to a maximum liability in case of damage at $0.60 per pound per article to a maximum of $50.00 per piece or package, the maximum amount Morrows Moving is required to offer, by law.
  May 8th 6:19pm you replied I dont want a statement letter! I want a check to replace my items ! I am calling The Progress and I will get on the internet as well about how you took advantage of a senior citizen on a pension! (attached 5.)
  May 9th we sent a worker over to check on the condition of the electric *** you insisted we replace. The result:the power cord was disconnected from the unit when he arrived and it just needed to be plugged back in. We have pictures and video (attached) of the unit heating up to 350 degrees in a matter of minutes. Though not broken in the first place, the unit was made operational at this visit. He also adjusted the wardrobe so the doors would close properly and straightened the key. (pictures from our worker, at the residence attached 6. 7. 8. 9.10.).
  May 13th 7:51am you wrote YOU AS IN MORROWS NEED TO REPLACE MY *** TODAY! I HAVE HAD ENOUGH OF THE WAITING GAME AND I WILL CONTACT YOUR HO OR WHOMEVER YOU BOUGHT THIS FRANCHISE OFF OF.~ THEN THE PROGRESS AND ON IT WILL GO TO THE INTERNET. YOU HAVE TAKEN ADVANTAGE OF A SENIOR ON A PENSION ! I WILL LYK THE REACTION FROM THE CONSUMERS. OH AND BBB!(attached 11.)
  May 14th You sent your brother into our office, because hed worked in the moving industry(?), to question the staff on your behalf. We explained our exchanges to date and reinforced our willingness to come to a mutually satisfactory settlement based on the evidence on hand.
  You came into our office yourself shortly after, demanding a brand-new ***, contradicting everything said to you,swearing and using abusive and threatening language. You had to be invited to leave our office for your lack of patience in communication and to prevent further abuse to our employees.
  May 14th You posted your complaint along with the false cocaine accusation on Chilliwack Rants and ************* page (attached), until enough commenters pointed out how this could be the cause of a lawsuit for defamation, at which point the post was removed.(attached 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22.)
  May 15th At this discovery,Morrows Moving issued to you a cease-and-desist letter (attached) both by email and postal service to Halt immediately using any social media platforms to post libelous statements in attempt to defame the business and/or employees.(attached 23.)
  May 16th you emailed You lied about fixing my *** ~ which your movers ruined. You lied to my brother that you sent someone to fix the *** when all **** did was plug it in! It still does not work properly! Certainly, NOT like it did originally. You lied that you fixed my armoire ~ the bottom drawer of which you have pics and I cannot get the broken bottom door open. The antique key is still bent which the mover's bent ! My broken shower curtain rod is still broken and not replaced and lies outside on the patio amongst my christmas tree's. You should be proud of ripping off a senior on a pension! ************** needs to make this right with me. (attached 24.)
  May 23rd We received your complaint through the Better Business platform.
  
  Morrows has moved you 4 times in the last 2 years. 3 of those were funded by a *************** and there have never been any damages, complaints or issues with the time taken to perform the move. You paid for the last move out of pocket and, according to you, only now have there been any problems. We have maintained our policy of investigating your complaints, properly processing through claims statements and compensation provided where it was due; but you continue to demand more.
  Enough of your complaints have been proven to be unrealistic and incorrect that we cannot help but feel it is you trying to take advantage of a reputable business with a long history of professional services for ********** moves including many of yours to try to recoup moving costs you have not been accustomed to paying for yourself. The expected settlement has escalated from some compensation to full replacement to a full refund for your entire move; with harassment, impatience and threats to expose us at every turn.
  Therefore, having made the *** function by plugging it back together for you, paying out a settlement of $110.00 on your claim for damages to the wardrobe k**** and a shower curtain rod and for the inconvenience of not having use of your *** for approximately 1 week; Morrows Moving &Storage will not entertain any further claims/amounts for damages, nor will we be issuing a full refund on services already rendered for the loading, transportation and delivery of your household goods.
  
  Further, Morrows Moving & Storage respectfully requests The Better Business Bureau to remove this complaint from their platform,along with any of the correspondence attached; considering the evidence provided and the, in our view, clearly malicious intentions of Ms. **************

  Customer Answer

  Date: 29/05/2025

   
  Complaint: 23369871
  
  I am rejecting this response because:  They have not replaced my *** ~ I know how to plug in a *** the guts were ripped out of it somehow due to mishandling on Morrows part.  Sending a worker over to plug in my *** does not resolve the issue nor does the $100 you allegedly mailed (nothing to date)  ~ a new *** is $369= taxes.  Further more, the armoire is not functioning and for Morrows to take the bent antique skeleton key out of my armoire lock and bend it partically straight (while still in the lock) is terrible. & does not fix that issue either.  I can't get the bottom drawer to open.  You overcharged me on this move ~ !  You had to bring in two extra men just to get the armoire up the stairs and I am now paying $175 per hour!  How does that work?  And, yes the one mover had klenex jammed up his nose in order to stop this white powdered snot from flowing out!  As for parking that truck outside the Paramount ~ I never said 45 minutes but it certainly took longer than needed.  On and on it went...........what a horrible move!  From your one worker sitting on my love seat drinking there slushie to the other one ***** sitting on my bed filling out paper work this was so disrespectful to me.  My brother did meet with the manager to try and resolve this because it was going nowhere dealing with the regular staff.  There is NO WAY this move should have cost me $1500+ exact same furniture different move date now cost's $500 dollars more than any of my previous moves~ why is that Morrows?  To rip people off like me a senior on a pension. 

  Furthermore with regards to the *** ~ that is on video camera at the Paramount ~ I specifically asked the mover's not to drag my *** by the cord but by the handle ~ then I was told that it was going to be put on a dolly ~ which it was but it was too late it was already broken. 

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

  

  Business Response

  Date: 02/06/2025

  Complaint: 23369871
  
  The cheque was posted from our office on May 8th. However, a postal strike has commenced since that date which is the most likely reason affecting the delivery.
  
  You were provided a written estimate, prior to booking, of $1,148.00 plus GST based upon the time that was required from your last move.
  April 22nd booking email: you were advised With COD moves, we base the final billing on the actual time used. As opposed to the flat rate quote the Ministry requires. There is a 3 hour minimum on weekdays.After that, the billing continues in 15 minute increments.
  And again, later on the same day: With COD moves, we base the final billing on the actual time used.
  You confirmed this with your booking.
  May 1st. You were not packed and ready to go on load day. That caused extra time for the crew to assist and get your goods loaded up.
  You did not disclose there was a difficult,winding staircase at destination, so we only scheduled a 2 man crew, as had been the case for your previous moves.
  On load day, when the wardrobe could not be brought up said staircase by the 2 men alone, you were asked about bringing in a 3rd member to assist for an additional $30/hour which is the standing rate. You agreed to this with the crew leader on-site, who then made this arrangement with our office.
  Staircase access proved to be so difficult,a 4th member was sent out to assist - at no extra charge to you to complete your moving services.
  Between the delayed start-up and inaccessibility at destination, 1 additional hour at was required at $164/per.  
  The extra man, having stayed for 2 hours with the original 2 men to compete your move, added $60 to the bill.
  The 4th man provided to finish the task of bringing your wardrobe up a winding staircase was at no cost to you. 
  From the first estimate based on 7 hours =$1,148.00
  Actual move time of 8 hours = $1,312.00
  + $60.00 for extra man/2 hours = $ 1,372.00
  + 5% GST = $1,440.60
  Minus $200.00 for your deposit and $50.00 coupon from a previous move.
  = $1,190.60, charged accordingly, based on the rates and agreements. Not $1,500.00 as you now claim.
  GPS and ************************ on the truck confirm it took 5 minutes to park the truck at origin address. You reported 45 minutes to park the truck several times in your complaints to our office. It is not a number we fabricated out of nowhere and just goes to show,again, the inaccuracy of your reporting; exaggerated in such a way as to paint Morrows in the worst light possible to further your own agenda.
  As is the case of your claim that one mover had klenex jammed up his nose in order to stop this white powdered snot from flowing out. 
  
  In light of the fact you have rejected, and will most likely continue to reject, our investigation results regarding your complaints, and continue to make grossly libelous statements to 3rd parties in an attempt to defame this business; wed recommend for you to petition your complaint with arbitration, or to small claims court.
  Morrows Moving & Storage will not engage in any further back-and-forth discourse/debate, will not entertain any further claims for compensation than those which have already been settled, nor will a refund in full amounting to more than all of the actual moving costs combined - be considered.

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23369871
  
  I am rejecting this response because Morrows broke my *** ~ and also damaged my armoire ~ and my shower curtain rod.

  When **** from ******** was here at my apt. he said "******** will probably take this *** and replace it with a new one" ~ I just fee

  as an honest consumer that they have lied about the *** being fixed ~ again, plugged it in and it does not get pipping hot like it used to.

  And, was over charged on this move.  It was not at my request to have FOUR people show up for such a small move!  The exact same

  move last year cost me approx. $1,000.00 ~ how in the world can they justify adding another $500. onto the bill.  Robbery.

  And, morrows has skirted the issue with all kinds of info; and the fact of the matter is they broke my ***, damaged my Armoire and

  I have a broken shower curtain. 
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 06/06/2025

  Attachment set 1

  

  Business Response

  Date: 06/06/2025

  Given the explanations we have provided, based on the evidence on hand and through investigation, Morrows' position remains the same. We disagree whole-heartedly that you were overcharged, and in spite of our efforts to resolve your complaints in a fair and satisfactory way for all parties, you have made clear that we will not find a middle ground. 

  Customer Answer

  Date: 07/06/2025

   
  Complaint: 23369871
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:26/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Morrows moving to move my items, store them at their facility and then move them into my new residence. When I received my items, I noticed some of my items were very wet and damaged. I had to ask why. I was told that my air conditioner had leaked. This doesnt make sense. My a/c shouldve been stored on the floor and not tipped over. Ive had this a/c for 8 years and never had an issue. After they left, I realize they had not returned some of my merchandise, even though they had cataloged everything. I emailed and was repeatedly told there was no one available to look for them. This went on for a week. Finally, another person contacted me and said they had my three lamps. All of them were damaged. I asked for an explanation I received nothing. He dropped them off and they were missing the lampshades. I asked what happened (even though I know that they were water damaged like the rest of my stuff.) He said he knew nothing about it.I have been asking for over a month to speak with management, or to have them contact me. They have denied me that. I also found a very large picture that was severely water damaged after I put in my claim. I have not cashed the check they gave **** wanted them to reimbursement for that as well and that has been ignored. Im also upset that I received very little compensation. I am upset about because I specifically asked a person that was moving my merchandise if there was insurance. He said yes.He did not clarify that a lot of my items werent covered and that the ones that were it was $.60 per pound. My air conditioner, which no longer works because of whatever they did I got nothing for. I realize ignorance is not an excuse but when I flat out ask, I expect them to explain. I would like help in getting management to contact me because I have gotten no answers for anything. I would also like compensation for the large expensive picture that was water damaged. I have literally sent over 20 emails and Ive gotten nowhere.

  Customer Answer

  Date: 26/03/2025

  I have been trying to get management to contact me to explain what happened to my items. They are ignoring my request. I would like your help with that. I also would like them to address damages to my item. 

  Customer Answer

  Date: 03/04/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  They still havent explained how some of my property got mold on it. I sent another email again asking for explanation. 
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 07/04/2025

  
  Complaint: ********
  
  I am rejecting this response because: The explanation they gave is not possible. They are claiming that my items got wet (in the rain) the day they were transferred from their storage unit to the truck to be delivered. Items dont grow mold that quickly. The water damage happened while my items were in storage for three months. I paid a lot of money to have my items put in their storage. I want them to take responsibility and explain how my items got mold on them. Theres a lot of questions I asked that they did not answer. They only reimbursed me .60 cents per pound for my items which isnt even 10% of their worth plus my air conditioner was damaged and there was no compensation for that. Im out a lot of money due to their negligence. I just want a fair resolution. I just sent another email asking for an explanation about the mold.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 14/04/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Yes, I am waiting for an explanation that makes sense. You refuse to address the mold issue. I paid almost $1000 to store my items in your warehouse for three months. They were delivered with mold on them. Originally I was told by the mover who delivered my items that my air conditioner leaked on my items. You, on the other hand, say no that didnt happen, some rain got on my items the day that they were being delivered, and that somehow caused a bunch of mold to very quickly grow on my items. We both know thats not possible with your explanation. You can see how Im a little frustrated. All I want is for you to accept responsibility and tell me the truth about what happened with my items. Since you are unwilling to do that, a refund of one month storage would be fair since I did not get what I paid for. I paid for my items to be stored in a secure, dry area. 
  FYI, the day that my items were being picked up to be put in your storage facility, I asked the mover if there was insurance (by your company) on my items. I told him I was unsure if I needed to get my own insurance. He said yes your company did have insurance and that it wasnt necessary for me to have my own. There was no explanation of the $.60 per pound or letting me know that a lot of my big ticket items werent covered at all. It wouldve been helpful to have all of the information. It also would have been the right thing to do.
  Yes, you paid me $200 but it wasnt just for lampshades. There were other items that were damaged and unsalvageable.  
  I filled out the claim form last week for my picture and submitted that to you as requested.   
  

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

  Customer Answer

  Date: 23/04/2025

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