Complaints

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

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• 

  Paul's Moving and Labour Services Ltd

  203 45831 Hocking Ave Chilliwack, BC V2P 1B5

  
• 

  Paul's Moving and Labour Services Ltd

  PO Box 691 STN A Abbotsford, BC V2T 6Z8

  
• 

  Paul's Moving and Labour Services Ltd

  1984 Perth Rd Prince George, BC V2K 1H4

  

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:23/12/2024

  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 these guys to move me from ****************** to ******************* on November 7th 2024 When they were unloading the truck into my basement suite they jokingly said this ****** ******* picture almost didnt come off the truck.A few days later when we were setting up the new place we noticed that one of our ******* pictures was missing. I phoned them and asked about it and they assured me that everything that went on the truck came off.I went through the house again and no picture. I phoned back and asked them to recheck. They phoned back and said yes they have the picture that it was missed as it was in a moving blanket. Ive asked them to get it to me and this seems to be a problem for them. I have this in text with them.

  

  Business Response

  Date: 31/12/2024

   

  3rd party move was booked by ***** ******* ******** Forget (not our employee) (November.2024)

  Picture was accidentally left on the truck. 

  ***** was contacted. He had the picture after the move and failed to return it to "his" customer.

  Picture was retrieved by "our" (Paul's Moving and Labour Services Ltd) employee (***** *********) and returned to the customer. ********************

• Initial Complaint

  Date:28/12/2023

  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.

  This company moved us from ********** to ********** over two days on November 29/30 2023. There was some damage done to 3 items for which we have tried to find a resolution with this company. I have sent numerous emails, phone calls, pictures of damage. Company does not respond nor has it made any attempt to resolve. They are aware of and have acknowledged damage due to their employee dropping one item, which is an exercise equipment. We just want an opportunity to talk to someone and get this resolved, but this company has gone silent and is not responsive. **

  

  Business Response

  Date: 29/12/2023

  We have been communicating with ***** and have issued a $150 refund for damage to two items out of good faith, which we do not cover in our insurance. Clearly written in our terms and conditions.

  The third item is a shake machine, which we have responded to his email. He is asking for an amount to replace the machine. We are saying we would pay for repair to the unit. Either customer can get a quote and we will pay service company directly. Or we can pick up machine next time we are on the island and bring it somewhere on the mainland to get fixed.

  Customer Answer

  Date: 08/01/2024

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

  There has been very limited chat about the whole body vibration ("machine"). In ****'s response to BBB of Dec. 29/23 it is first time Company has offered to pay direct to a company to estimate repair costs. I asked Company in my email of Dec. 27/23 when they would next be in my area (**********) to pick up the machine, have it repaired and then return to me? Company's offer is vague with no actionable plan or end date to remedy the matter. How long do I wait? I explained in an email of Dec. 27/23 importance of the machine for my overall health, and no acknowledgement or response to date. I have called company office, left messages, asked for return calls from "******", "*****", anyone to discuss resolution but no one returns calls or messages. Company has acknowledged negligence of two of their movers (Rob & ****) in damaging the machine. Why is the onus of finding a repair facility given to me, I paid for their service, the company should source a repair person/tech not me, they caused the damage, not me. I ask that a resolution be agreed to at the earliest rather than a protracted resolution. I will not and cannot wait for next time the company is my area. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/01/2024

  being as the customer is not wanting to wait to have the machine repaired. We are willing to pay a true depreciation value of work out machine.

  Based on the initial $1200.00 purchase price ($1344.00 after tax)

  based on standard depreciation of work out equipment 50% after 5 years and continuing after that at 10% 

  the true depreciated value of the machine $421.74 after 10 years time.

   

  Customer Answer

  Date: 11/01/2024

  
  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.

  I would like confirmation of a credit to my ****** **** at the earliest. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:13/03/2023

  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.

  Dec 11, 2022 Paul’s moved my moms things into storage. Feb 11, 2023 Paul’s moved my moms things out of storage to her new place. A few things got broke and damaged. They were pointed out to the movers and we were forced to pay the bill in full but were assured they would review the photos they took and evaluate and call us back with settlement. After two emails sent by myself with no reply it is disheartening they would avoid the damaged done to the seniors property. A broken lamp, a repair to the washer, and damage to the bedroom set headboard and dressers. ( the night side table was damaged the first move and we took a low ball offer) It’s discouraging.

  

  Business Response

  Date: 29/03/2023

  We are willing to do $250.00 via cheque for the furniture, lamp and pay for the cost of the repair of washing machine.

  Customer Answer

  Date: 04/04/2023

  Hello,
  
  I’ve spoken to my mom and she feels their offer of $250.00 is too low
  
  A new lamp is $121 on Amazon.
  The washer was fixed with a cash $40.00 part and labour was by a friend.
  
  To replace the bedroom set would cost $4,000.
  
  They broke one night stand, scratched the top and side of the headboard, and gouged two dresser.
  
  They did not use moving pads when they moved it, only used the plastic wrap. I am sure the last set of movers could agree it was not packed proper as they wrapped things themselves before putting them in the truck to transport.
  
  We wonder where their customer service is? The final move was February 11, and it’s taken almost 6 weeks and a complaint to Bbb to get a response.
  
  While she does not have a final amount in mind, as you can see their offer of 250 just does it take the bedroom set into account. The lamp and part would only leave them paying 110 towards the damage if the bedroom set.
  
  So at this time she is not happy with their offer. And is declining it.
  
  I hope this provides you some clarity as you help us move forward.
  Thank you.
  
  . *******
  For ****** ***.

  

  Business Response

  Date: 04/04/2023

  When speaking on the phone with ***** he mentioned getting the furniture scratches repaired. Would that be of interest to her? From Drews assessment the headboard scratch was fixable.

   

  Paul

  Customer Answer

  Date: 11/04/2023

  Hello. I was it sure how to use the form, it seems to be an accept or reject offer. Please copy and paste this for her. 
  
  I’ve spoken to my mom who is in tears. She has lost her one side table which seems irreplaceable, it was dropped down the stairs and broken. 
  In her mind, the bedroom set is no longer a set, which is a loss. 
  
  As for the scratches and dents, she is not convinced it will be matched or fixed. She is trying to be reasonable, and fair. 
  
  She begrudgingly, is open to trying to have the furniture repair professional try and fix it, but if it does not meet her satisfaction she will want it replaced. 
  
  And we want the lamp replaced and the washer parts cost covered. 
  
  I think it’s poor form to have to nickel and dime this,  because on the day of the move we were assured things would be taken care of.  
  
  *******

  

  Business Response

  Date: 11/04/2023

  We have protocols in place to protect furniture while in storage and that is to leave the furniture padded for the duration of the storage. We offer the rental of pads to every customer in their own storage units or in our storage facility. This prevents pressure damage on wooded furniture due to stacking weight on top.

  We are willing to work with you, to get the items repaired. If you want to get a professional in, to assess the damage, to see if they think its repairable or not.

  If replacement is necessary you will need to make a claim with the content insurance provider you had while the items were in storage. From there, just like ****, they will address our insurance provider.

  Paul B******

  Customer Answer

  Date: 18/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: we cannot find a furniture repair company that will come to the house. Everyone wants the pieces brought to them and my mom, has no way to get them there, nor can she move them herself. 

  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:23/08/2022

  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.

  I hired Paul's moving who in turn hired third parties...Paul's did the packaging, and then contracted one company to move the car and another to complete the move from BC to Ontario. They lost boxes, damaged furniture, ********** said whoever moved this car didn't know what they were doing with the damaged front end, the alignment is out and the whole bottom of the car is scratched. Paul has washed his hands of this and has indicated he will no longer deal with this issue as it is not his fault and that we have to deal with each company he hired even though we hired him..... and to stop contacting him, not very professional at all.

  

  Business Response

  Date: 23/08/2022

  ** ****** and The car carrier company have been informed. Paul's Moving was responsible for packing the contents of the home up and storing it untill ** ****** long distance tractor trailer was to pick it up.  For the move of contents and car from storage in BC to Ontario was paid directly to **  ******. They have insurance coverage and claims should be made through that avenue. Both the driver of the car carrier and driver from ** ****** check off that all items were in sound condition when leaving our storage. From the look of the vehicle damage in the pictures ***** provided, the car carrier company might have bottomed out the car while load and unloading the car onto the carrier. Again any issues should be brought to their attention as that would fall under their insurance.