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:23/04/2024

  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 decided to move out of BC and contacted the mover who came to the home gave me a quote and I agreed and decided to go with them They told me it could take a couple of weeks upwards to a month before I get my furniture Two weeks into the move they started asking me to pay the bill and I wanted to know where the furniture was and when will it be delivered I have contacted the movers several times and with no luck on getting a date we are coming to a month and I want my furniture I have notified the movers I am getting the bank draft tomorrow and want the goods delivered I have emailed I have called left messages I am scared I have lost all my furniture They picked up the furniture March 28 at 945 I have moved to ********************** I was not sure who to contact since the arrangement started in Bc * ******* * ****** ***** **** *** * ** *** **** ** *** * ****** *** **** ** **** ** Thanks *********************

  

  Business Response

  Date: 24/04/2024

  The shipment for this customer is still in transit. As he indicated, we provided a timeline that could have him waiting a month before we can make the trek all the way across Canada to ************ from the West Coast of ****************. This is approximately 7200 Kilometers and includes a ferry; Canada is a large country.

  The client was notified of the charges after pick up once the charges were known. We provide an option for clients to pay up to the day of the delivery and we send reminders while the shipment is in transit. This way, clients can get their finances in order prior to our arrival so everyone isn't having to wait for credit card approvals at delivery (which often involve phoning and waiting on financial institutions). I understand our customer has since replied that he has obtained a bank draft to provide the driver upon delivery.

  Unfortunately, the ferry crossing to ************ has been cancelled for multiple days due to wind and inclement weather. This is why it has been difficult to provide a concrete date for our client. However, we are still within our provided timeline and anticipate a delivery this Friday or Saturday once ferry service resumes and the backlog of trucks is cleared.

  Our client has been in contact with us and we've relayed the delivery information to him.

• Initial Complaint

  Date:17/11/2023

  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.

  AMJ Campbell provided the service of packing and moving my family from *********, ** to ************************ from Aug *****. We paid them $25,769.88. The issues started with the packers when they arrived, complaining about taking the job and having to miss a family event to do the job. We used ******** as the booking agent as they moved us to *********, ** in 2017. The ******* franchise insisted on taking the job and not allowing ******** to complete it. Upon pick up, the drivers did not load everything they were asked to load. They refused to load the hot tub and I had to have it loaded by ********** The movers also damaged drywall in both homes. Upon delivery, they damaged the asphalt and did not follow procedure on checking off each box that was identified at pick up. Therefore, we have no idea if all boxes were delivered. I asked for the sheet and was refused it. While unpacking, they threw anything folded into boxes with no care. All items have to be refolded upon unpacking. Many boxes were mislabeled which meant they ended up on the wrong rooms. We have several items broken and missing that is not being replaced such as broken bowl, pizza plate, and shredder. Missing salad plates, vacuum filters, food storage containers, wireless adapters, apple tv remote, one shoe, a mop and bucket, one black ***** earring, ******** cashmere scarf, ******** wool scarf and ****** cashmere scarf. A few days later, I asked for the weight on the shipment and was told 19,000lbs. I questioned the round figured and it turns out they **** and the shipment weight was 17,920lbs.We have been reimbursed for the weight discrepancy, items not packed requiring me to go back to retrieve them, drywall damage at both sites, and a few broken items not mentioned above. They refuse to amicably resolve the missing and damaged items ($7,724.53), hot tub origin loading cost ($309.75), damaged asphalt ($2,541.00), and a partial refund on the packing services ($1,893.97). This is what I am seeking.

  

  Business Response

  Date: 22/11/2023

  The ******** relocation was registered with ***** *** ********************** Canada, the shipment travelled under the ***** *** ********************** Canada Uniform Household Goods Bill of Lading #************, the ****************** *********** for this shipment was also provided by ***** *** ********************** Canada.  A claim for damages was filed with ***** *** ********************** Canada, and ***** Canada is in the investigation and adjudication process, some aspects of the claim have been settled.  ***** Canada is considered a third party adjudicator in the claims process, a thorough investigation, including interviews with the applicable staff and reviews of all  pertinent documents has and will be conducted, the process will determine the validity of the claim, in certain aspects the process is ongoing at this time.
  
  ******************** in her complaint to the Better Business Bureau made reference to an employee having to miss a family camping trip in order to provide packing services for her move and in a previous complaint, indicated that this employee was upset at this and its ******************** speculation that this caused the poor packing service of which she is claiming a refund of $1,893.97.  In a previous response by AMJ Campbell to this assertion by ********************, she was told that this is a false statement and that the employee missed his family outing due to the forest fire situation in ******* at the time which made the employee now available to provide service. When the forest fires raged throughout *******, which included the evacuation of the *** ******* business on Aug. 17/23, all outdoor activity was restricted including camping, this restriction in activity cancelled a family outing for our packing crew chief, the crew was now able to provide service on the pack date.   ******************** response to this explanation was to accuse the employee of lying.  We have a statement from the packing crew chief and his immediate supervisor which substantiates ******************** response to this fabrication of events. In addition, ******************** wanted the packing service for her move to be performed on a Sunday (August 27th), a day of rest, however, the booking agent in ******** was informed by ****************** that this request of a Sunday packing date could not be met as the packing crew was not available until Monday (August 28th).  We have internal emails collaborating these discussions.   
  
  With reference to the allegation that *** ******* insisted on taking the job and not allowing ******** to complete it.  All shipments travelling in excess of 150 miles must be registered with ***** *** ********************** Canada, this was the case with the ******** shipment, once registered the shipment comes under the jurisdiction of the Central ******************** its the role of this division to maximize the efficiency of the hauling process, this division makes sure that all units are hauling effectively and efficiently to ensure maximum coverage and reduced costs.  *** ******* was assigned this shipment by Central Operations, ******* was 400 miles from *********, **** a lot closer than ******** *******, thus more economical and less expensive to the ******** as the empty mileage charges would be less.  To suggest that this move was ****** which has been alluded to by ******************** in previous communication is just not true and another fabrication of events. 
  
  With respect to the hot tub.  The quotation supp**** by ******** included costs associated with the moving of a hot tub, a hot tub is considered a unique and bulky item and is not considered normal household goods by the industry and as such additional charges apply.  These charges include the placing of the hot tub within the moving van and securing the tub to ensure its safe arrival at destination, the quotation has additional charges of $295.00 for origin services, with the clear understanding that the hot tub would be at the curbside.  When the moving crew arrived at origin the hot tub was not at curbside as per the quotation and instructions to ********************, the *********** was prepared and had the resources to deal with the hot tub at curbside but did not have the resources to relocate the hot tub if it wasnt.  ******************** was informed of this and made arrangements apparently with her tenant and girl friend to have a **** ***** available to bring the hot tub to the moving van.  The bringing of the hot tub to the curb was the responsibility of the ********, as mentioned a special piece of equipment the **** ***** was required and the *********** did not have this equipment with him, nor was he expected to have it with him.  The *********** did not refuse to load the hot tub, the charges for the handling of the hot tub at origin were quoted on and are justified.
  
  Regarding the damaged asphalt.  According to the *********** the driveway at destination was in a Y shape, one arm going to the rear of the home and the other going to the front of the house, the *********** unloaded at the front of the home.  According to the *********** the damage is on the arm going to the rear of the home, not the front.  The *********** has also stated that other trades were present at the time of unloading including a contractor building a fence.  *********** has also stated that there were no signs posted, nor was there any concerns expressed by ******************** as to the Gross Weight that the driveway was able to handle.  This claim for property damage after investigation by ***** *** ********************** Canada has been denied.  All other claims for property damage have been investigated and settled, these include minor repairs to drywall etc.
  
  With reference to the mislabeling of cartons.  As explained to ********************, a carton is labelled from the location it was packed at origin not where it is to be placed at destination, it is the responsibility of the moving consumer to be available at destination to instruct the moving crew where the cartons are to be placed in the new home.  If cartons are misplaced in the new home it is generally a result of poor instruction or no instruction at all.
  
  With respect to the scale ticket.  ***** Canada has acknowledged no less than 3 people misread the scale ticket, the estimate of weight was ****** lbs, the mis read scale ticket stated ****** lbs, apparently the computer generated digit overlapped the printing on the scale ticket which made the ticket difficult to read.  Once rectified, the correct reading was ****** lbs. and a full refund of the difference was sent, no one **************************************** accused ***** *** ********************** of a lack of integrity regarding this issue, it was pointed out that correcting a mistake is not a lack of integrity, the lack of integrity is not fixing the mistake. 
  
  Regarding items not packed.  ******************** did not want her husband organizing the move or packing arrangements, hence being adamant that packing was to be on the Sunday, ******************** had to drive to destination to complete the documentation for the new home.  ******************** did however leave before the packing was completed and ******************** was now left with the responsibility.  After the contents of the home are packed into cartons it is standard operating procedure to walk through the home with the moving consumer and the packing crew chief to make sure all items that were requested to be packed were in fact packed, according to the packing crew this was done, ******************** was in agreement that all items were packed and signed off on the packing requirements.  It was ******************** who indicated after the fact that some items were not packed and had to drive back to origin to retrieve them, ***** Canada in fact goodwilled this expense even after reviewing ******************** signing off of the service.  I will also point out that not all items were to be moved or packed obviously there was some confusion between Mr. and *********************
  
  With reference to the delivery of all goods.  It was pointed out to ******************** that she had exclusive use of the moving van for her move, in other words there were no other companion shipments on board, all items loaded were delivered.  We have the Automated Inventory and Condition Of Articles Shipped document, the inventories, are signed at destination by the ******** indicating, I acknowledge receipt of all goods loaded, transported and delivered from origin to be the same count and condition at delivery except as noted in the delivery exceptions column and delivery checked column, there is nothing noted in all documents as being missed, lost or damaged.  The signed inventory documents, the  indicate that all goods on the signed inventories were loaded were delivered to the new home at destination, if anything is missing they were not loaded at origin as requested by the ********. 
  
  Regarding the missing items, ******, ******** scarfs and one black pearl ************** In previous communication regarding these items ******************** maliciously accused the packing chief of ***** of these items without any proof.   We note that she did not use these allegations in her complaint to the BBB.  ******************** was referred by ***** *** ********************** Canada to contact the police regarding these allegations, these are criminal allegations and not covered by the ***** ******************, the police are best equipped to handle criminal investigations.  We find these allegations to be slanderous and libelous towards a 13 year employee with an impeccable rating with *** ******* and ***** *** ********************** Canada, ******************** has been made aware of our feeling in this matter.  Jewelry is not covered by the terms and conditions of the contract, the black pearl ******* would be denied. 
  
  Ms. And ******************** are looking at a refund and claim for damages of over $12,000.00, as previously mentioned the claim that was filed will be investigated and adjudicated according to the terms and conditions of the contract, the criminal allegations must be filed by the ******** with the police.  Based on the evidence, documents and statements from individuals involved there will be no other refunds entertained, we found the narrative that was weaved to substantiate these claims to be complete fabrications and unfounded, when confronted with the truth the only response from ******************** was that everyone was lying and she was the only one telling the truth.    This shipment was packed on the dates requested, loaded on the dates requested and delivered on the dates requested any legitimate claim for damages will be addressed by the insurer ***** Canada.

  Customer Answer

  Date: 22/11/2023

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

  I am unaware of any pieces that are still ongoing. ***** Canada and **************** have stated their stance on the matter, which is why I came to the BBB.
  
  AMJ *******'s packing crew did an atrocious job. They threw folded items into boxes, they mislabelled items, they packed multiple rooms together and labelled them either random or only one room. This is why we are asking for the refund. It took us substantially more time to unpack then should have been necessary. They did not put cables or remotes with the packed items or even in boxes for the same room. My husband was unable to work that weekend because we could not find all the necessary pieces for his computers. 
  
  I have emails from AMJ ******************************************** that state ******* would not let go of the move and the ******** office wanted the move. They moved us in January 2017 and did an amazing job. I wish they had done this move. However, I don't believe this has any part of this claim at this point.
  
  The hot tub's location was confirmed by *********************** at AMJ ******** to be in an adequate location. It was within 15ft of the driveway. The *********** did not handle the hot tub at all. It was loaded by someone else as he described. The unloading charge at the destination house was adequate as they physically removed the hot tub. The *********** wanted to go to my new neighbours to ask for their ********** I asked him not to as that is inappropriate. They did not physically handle the hot tub at origin at all. Therefore, I am asking for that refund.
  
  The asphalt damage was done at the beginning of the * drive way. I told the *********** to drive into our property to the right and back up on the grass as I did not care if he damaged the grass. He said no I am backing in. As he backed in, he could not go straight as the driveway is not straight. He turned his wheels hard at the * causing the damage to the asphalt and part of the lawn. The photos that I have show fresh tire marks. We did have a fencing contractor on site but they drove a passenger truck which could not do that type of damage. I have an asphalt expert's letter regarding this. Additionally, the fencing contractors listened to me and drove to the right of the * and onto the lawn. They never went down to the left. There is a 2nd garage to the left and the driveway is quite short from the *. I have before photos, a video explaining how they backed in and where their tires turned. 
  
  I am unable to give proper instruction of where a box should be placed if the label on the box is not correct. The packers mixed the archery room with the storage and the storage with the gym and the gym with the archery then only labelled it as one room. Therefore, they were directed to the room as per the label, I assumed the labelling was correct. It turns out it was not. I had to move 2 truck fulls of boxes from the shop to the house due to the poor labelling.
  
  The refund only happened because I asked for the scale tickets. If I had not asked, they would have never refunded me. It also took nearly 2 months for that refund to be received. This is a moot point as I have now been refunded.
  
  The *********** had my husband sign the documents by only turning the page enough for a signature. He said it was only for the pick up and that he should have done it in *********. At no time did he tell us it was for receiving our items. How would a person know if anything is missing within the boxes after they've just been unloaded until they are unpacked? Additionally, the *********** refused to allow us to check each box number as they were unloaded. This step was done on our previous move and we were the only ones on the truck. This is a step that **************** has said they are required to do and the *********** did not allow us to do it.
  
  With regards to the missing items, as per *********************** and ************* Sr, I will be filing a police report tomorrow. These items were seen the day before the packers arrived and they have not been seen since. This means it could be either packer or any of the movers.
  
  I have never said that I am the only one with the truth. I have said that he does not have the entire story and he refuses to discuss it or listen. I just continue to get incredibly aggressive emails and more denials. When I ask for proof, he cannot provide it.

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

  

  Business Response

  Date: 24/11/2023

  Regarding the ***** investigation and final settlement, the supervisor of the department is off until the 27th of November.
  
  With respect to the packing once again;  To call the packing service atrocious is very subjective and self-serving and to state that the crew threw folded items into boxes without witnessing such acts is also a self-serving comment.  Items are packed as they are found, if an item is wrinkled it is because it was wrinkled before it was packed.  The statement from the lead packer regarding the electronics;  All of the electronics from the basement were packed together in a carton labelled basement electronics because its easier to keep those things together.  All of ******************** office belongings were packed into roughly **** cartons labelled office computer and office monitors, office books/paper.  The only time we ever mix rooms during packing is if there is some space left at the top of a final carton being packed.  It is standard procedure to make sure all of the cartons are full, if they are not there is a greater chance of the carton being crushed and the contents damaged. 
  
  All cables, nuts, bolts etc.  were packed into the set up carton tag #***, if ******************** was not able to work that weekend, I would suggest the reason was that all the cartons were not unpacked and if a remote is missing it is very likely that the items was thrown out with the packing paper.  I will point out that the ******** elected to unpack their shipment and not utilize our unpacking service.  The labelling issue has already been addressed, all cartons are labelled from the location in which they are packed not the location in which they are being delivered to, what is the motivation of the packing crew to make up phony labels, your argument that they were somehow upset at being forced to work has already been dispelled.  If cartons were misplaced it was due to poor instructions during delivery, it is the statement of the *********** that, a walk through was completed at destination with ********************* on the completion of the unloading and a number of cartons had to be relocated within the home by the moving crew.  This comment would indicate that poor instruction from ********************* is the reason cartons were misplaced.  There will be no refund of packing services.
  
  Regarding the issue of the ****** move;  I have a copy of an email addressed to *********************;*******************************************;from *********************** dated Aug. 18/23 time 18:44; Hi *******, It is starting to look like my ******* agent is packing and loading this shipment.  I was trying to get our office to do it, but ***** assigned it to them.  Either way, they are a great agency and will make sure to get this done safe and efficiently.  As stated previously this move was assigned to AMJ *******, not ****** by AMJ *******, this email is proof that the this allegation of ***** of the move is false.    
  
  Regarding the Quality rating of AMJ *******, ***** Canada measures and monitors the performance of all its agents, this rating is based on the comments from the moving consumer by way of a questionnaire and covers all aspects of the relocation process, the rating is out of 5, AMJ ******** rating is 4.5, with 4 being Very Good and 5 being Excellent.  AMJ ******* is a Platinum agent with ***** Canada and is in the top 15% of all ***** agents in its Quality rating.
  
  The Hot Tubs location was confirmed by *********************** at AMJ ******** to be in an adequate location.  This is another false statement, when the *********** arrived to load, the Hot Tub was still on its pad in the back of the home, ***** on her quotation clearly states that the hot tub is to be curbside why would she state this if the back of the house was adequate.  As it was a ***** **** was required to move the hot tub as the hot tub had to travel over a grassy area and a drainage ditch, the moving crew was not expecting this and it was fortunate that the tenant of the home worked in road construction and was able to secure the ***** ****, or the hot tub would still be at origin.  According to the *********** ********************* was not even at the origin residence during the loading, yet she feels confident she can comment on just what the loading crew did or did not do in the handling of the bulky and the difficult moving of the hot tub.  The quotation is proof that ********************* knew that the hot tub was to be curbside and not at the back of the house, our charges stand.
  
  With reference to the asphalt;  According to the *********** he had 4 other movers with him that day, and they were all assisting with spotting his unit as he backed up, he did not back up onto the grass nor did he damage the driveway according to him and his crew.  If you have a video which contradicts this statement, then showing this to the insurer, ***** Canada, would be your appropriate course of action.  Why is this just now being made available. 
  
  With respect to the scale ticket, at least there is an acknowledgment that it is a moot point, as the mistake was immediately rectified, yet the issue still finds its way in this communication as an attempt to spin this narrative.
  
  Regarding the signatures on the documents, previously ******************** stated that her husband was not legally bound by signing the documents as she was organizing the move, yet she was not present at the completion of the packing, her husband was, and she was not present at loading, her husband was.  It was pointed out to ******************** that the quotation and contract are in both her and husbands name and he is legally bound to the agreement and the corresponding documents.  Mr. and ********************* have signed documents that all cartons and furniture items were loaded at origin have arrived at destination, that is the service that is provided.   We do not inventory the contents of each carton, we inventory the carton only, the only way a claim can be made for missing items is if the item (furniture) or a carton is missing, the signed documents suggest that nothing is missing.  The claim for missing items do not suggest any cartons are missing, scarfs and one earring, a remote, a shoe etc.according to the investigation by ***** Canada it is their opinion based on what has been claimed that no cartons are missing and documents support this statement.  To suggest that only the signature line was made available is ludicrous, who in their right mind would sign a document if they couldnt see what they are signing? Another self-serving statement.
  
  ******************** has accused our staff of *****, she has been instructed to contact the police many times it appears that she is going to do this, I would just add to her recent comments that I trust she has the proof of these malicious statements.
  
  Regarding the comments of proof and we cannot provide itwe have a quotation that proves the hot tub was to be curbside, we have the quotation and contract that proves ******************** is party to the agreement, we have an email the proves the move was assigned and not ******, we have signed documents that state all items were delivered, we have internal communication (emails) that prove that the packing crew was able to perform the packing services due to the ******* fires and the ** state of emergency and were not "forced" to provide the service, and we have a third party (***** *** ********************** Canada) investigating and adjudicating the claim.  Quite frankly this whole exercise is about $12,000.00 and a delusion of incompetence with fabricated stories to support that delusion..
  
  ******************** is certainly entitled to her opinion and can reject the response, however the comment that we have not reviewed and investigated every detail of her complaint and refused to respond is without merit. 

  Customer Answer

  Date: 30/11/2023

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

  I do not have to witness the packing to know it was thrown in. I keep my home and cupboards tidy, I know the linen and bedding, etc. were all folded nicely. Every box I opened they were thrown in. Please see attached one photo as an example. It being wrinkled was not the issue, they were tossed in. This is poor packing and not subjective. The office cables, etc. were not in a box that had anything to do with the office.
  

  Instructions during unloading were given based on the labelling. The labelling was incorrect. We did have to move several boxes but unfortunately without opening EVER* box, we were unable to identify if they were truly in the right spot until they were opened. The *********** was very eager to leave (which is why he rushed my husband's signature and I highly doubt he would have hung out for several hours while we did such. If you are refusing any refund on packing services, I refuse that response.
  
  Later in that email, ***** and I arranged a phone call and discussed it further where she explained that ******* refused to give up the move. There are texts as late as Aug 22nd with her noting that it hasn't been confirmed yet. ******* office was suppose to contact me for arrival times and I never heard from them, ever. About anything, absolute worst communication by a company.
  
  The hot tub location was confirmed by ***** in a video call as being in an adequate location. It's location was next to the driveway, please see attached photo. Hot tub in blue. If the hot tub was any closer to the driveway, the *********** and his helper stated that they still would have been unable to lift it into the truck. Therefore, equipment still would have been required. The fee should be reimbursed as it was not a service provided, like it was at destination. At destination, there were 5 guys to remove it from the truck. Two men could not have loaded it onto the truck.
  
  A video was already provided to *****. The driveway is not straight, your *********** saying he did not go on the grass or the side of the driveway is not even physically possible while backing up. I asked for explanation how they could backup without going exactly where the damage is and I was not provided this. Photo of our driveway attached. *ou can see that he could have driven in, gone around the house as instructed. He chose to back up from the entrance, which meant turning his wheels at the * where there is damage.
  
  Several thousands dollars worth of items are missing and your packing and moving crews are the only ones to touch these items. How else would you explain the disappearance? 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 30/11/2023

  When asked to rate the tidiness of home the lead packer quoted, from neat as a pin compared to a bomb went off it was somewhere in the middle.  As stated previously we pack items as we find them, the picture clearly shows linens that have no appearance of being folded at all, the packing crew packed these items as they found them.
  
  With the labelling, why would the packing crew purposely mis- label the cartons knowing that it was a ******* crew who would be loading, unloading and placing the cartons into the new home, we work together to make each others job easier not more difficult.  This argument is without merit, the complainant suggested earlier that the crew did this on purpose because they were upset they had to work on the Sunday and missed a family outing, a complete fabrication and a tale to justify a refund and already dispelled.   To repeat ourselves if cartons were placed into the wrong rooms, it was fault of the ******** who provided the instructions on where to place the cartons.  The cables, and all hardware were placed into the set up carton, it appears that this carton was not opened by the complainant until much later which apparently resulted in ******************** unable to work.  According to the **********, he was not rushed and did not rush any signatures, why would anyone sign a document without reviewing it first, a convenient argument without any proof.  The complainant can refuse the response, they are certainly entitled to their opinion however they are not entitled to their own set of facts.
  
  Another convenient argument, a phone call.the complainant suggests that it was a phone call where it was stated that the move was ****** from ********, well we have an email from *****,  the moves coordinator in ******** to the complainant in writing that suggests otherwise, the move was assigned to ******* and once assigned it was AMJ ******** responsibility to provide the services required.
  
  This move was managed by AMJ ********, ***** was the coordinator and she was the complainants contact, all communication regarding dates and times were given to ***** to pass along to her client the complainant.
  
  Another convenient argument, a phone call regarding the hot tubit clearly shows that the hot tub was not curbside as stated on the quotation, it was in fact still on its pad at the back of the house, it was not moved at all by the complainant.  A **** ***** was required to move it from its location at the back of the home to the moving van, once in the van the hot tub, a item that is not normal household goods had to be maneuvered and secured for its safe transport, that is why the additional charges for the additional time which was quoted on, we did not quote on a **** ***** or for any other method of moving the hot tub from the pad at the back of the house.  This picture confirms that the hot tub was not curbside, far from it and why would ***** include on the quote curbside if the back of the house was ok?
  
  ***** *** ********************** is the insurer, if they received a video showing that the damage to the driveway was caused by moving van then they would be settling the claim accordingly.
  
  Regarding the several thousands of dollars of missing items, if these items even existed, this is a criminal allegation and the instructions from the insurer, ***** *** ********************** Canada, have been to deal directly with the authorities that have the expertise in criminal matters, the police!  All the signed documentary evidence shows that there are no missing cartons for these several thousands of dollars of items, this is clearly an accusation of criminal activity by members of the moving crew by the complainant, we trust there is proof of this ***** by the moving staff other than the fact that they were on site providing packing and moving services.
  
  The credibility of this complainant has been severely damaged in our opinion, we have written communication and quotations, the complainant has phone calls, we have written statements from all the staff who provided service and these statements will be notarize if required, the complaint has fabrications and we have signed documentation from the complainant.   As stated previously this is a fabricated tale in an attempt to extract $12,000.00, the documentation and facts do not support this ludercious claim.

  Customer Answer

  Date: 06/12/2023

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

  I can provide photos of how tidy my linen closets are. The items were not folded because they threw them in there. That does not even resemble how I would fold linen.
  
  To repeat myself, the labelling was wrong so it was directed to the wrong location. The cables and hardware were not in the same cartons, they were found in multiple cartons throughout various places they never should have been. Your *********** and lead packer have every motive to give these responses. We were rushed. Your *********** has no proof that he did not rush us. These are facts not opinions.
  
  I can provide phone logs to show the phone calls between ***** and I. Please advise if you'd like these as further proof.
  
  I've attached the email to ***** showing the location with the photo reattached as well for better view. We spoke on the phone after this email and she said it was in an adequate spot because the truck could pull up right beside.
  
  ***** is not answering me regarding the driveway, they told me to discuss further with ***** in *******. ***** has never answered ANY of my emails. I can create a BBB claim for *****, please advise if this is what you want. However, the driver works for you, the driver is liable like he was for the other 3 damages. As a board member of *****, you could handle this.
  
  You are entitled to your opinion; however, my claims are credible. I have provided proof, you have not provided any. There is no fabrication of "tales" here. This was a botch job that you are not willing to settle. As per ********************* of ***** *** "It looks like it was an **** crew all the way." Email attached.

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

  

  Business Response

  Date: 07/12/2023

  Regarding the linen, again we pack items how we find them, I have asked ***************************, ************** Services, ***** *** ********************** Canada, an impartial 3rd party to view the linen that was alleged to have been just thrown in the carton, it is her opinion as one who does the laundry in her home, that the items appear to be from the laundry basket and do not appear to have folds in them what so ever, surely there would have been some evidence of a fold even if it was true that the items were just thrown in the carton.  Perhaps you have a better example of items just thrown in cartons.
  
  To continue to repeat myself, the cartons are labelled from the rooms in which they are packed at origin, it is up to the moving consumer to direct the moving crew at destination where to place the cartons in the new home.  The driver has already stated that the crew after unloading all cartons and furniture items had to move cartons around the home due to poor instruction.  Also as previously stated, the packing crew from ******* knew that the loading and unloading crew was also from *******, they work together, why would the packing crew with 13 years experience and a stellar quality rating purposely mislabel cartons causing additional work for the unloading crew? 
  
  The *********** has no proof that he wasnt rushed other than his word, you too have no proof that he rushed you other than your word.  These are not facts they are subjective opinions.
  
  Regarding the Hot Tub again, why would the quote state curbside if leaving the hot tub on its pad at the back of house would suffice and why was a ***** **** required to move it from the pad to the moving van?  We did not quote for a ***** **** to be used as any costs associated with the getting the hot tub curbside was for your account, according to the *********** the hot tub had to go over a drainage ditch.
  
  The driveway claim has been denied for the reasons already given, I would also point out as well that if we could not use your driveway to deliver your household goods we would have had to shuttle your shipment, this means that the tractor trailer unit would have had to park on the street and a smaller van would have had to be used to shuttle your goods between the tractor trailer unit and your new home, this would have added an additional  $2,000.00 to your moving costs.  As a board member we rely on the expertise of the claims adjusters and trust that they conduct thorough investigations of all claims and we accept their opinions.  ***** in ******* works for me and she will be not responding to you, if you require any further explanations you have already been told to contact myself.  The driver is responsible for the claims that he and his crew created not the claims that he did not.
  
  We have no doubt you had phone calls with your move coordinator *****, there is no need to see proof.  We have emails in writing, we do not rely on hearsay when these types complaints are raised.
  
  The claim for a 30% refund on the packing charges are not credible, there is no incentive for the packing crew to purposely mis label cartons, you provided poor instruction to the delivery crew, your evidence of throwing items into cartons is laughable, the picture shows not once ounce of evidence of a fold in the items and your tale of missing a family outing has already been dispelled.  The pictures sent of the hot tub prove that the item was not curbside as instructed
  
  I believe we have exhausted all communication regarding this issue, we trust the police have been informed of the alleged ***** and that the courts can determine the balance of this, in our opinion a frivolous claim.

  Customer Answer

  Date: 11/12/2023

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

  ******** is not an impartial 3rd party. In fact, in September ************** is the one that told me to request a refund from you for the atrocious packing job. She was very apologetic for the unprofessional experience that we had.
  
  There was no drainage ditch between the hot tub and the house, check the photos again. There were drain spouts that could be secured up and out of the way.
  
  I could provide 3rd party confirmation that my house is tidy but for all the proof that I have provided it has gone no where and you remain unwilling or unable to provide any proof of any of your arguments. 
  
  You do not wish to make a good faith effort to resolve this which is why we are where we are at this time.

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

• Initial Complaint

  Date:02/02/2023

  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.

  We moved from Vancouver BC to ********** Ontario on Nov. 30th, 2022. We hired AMJ Campbell as our moving company and paid for their packing services as well. We paid $6729.77 for the move. It turned out to be a horrible experience. On our move-out day, the AMJ crew didn’t take time to pack the truck well and told us not all our furniture would fit. They said our only option was to sell or throw out our belongings. We lost over $1600 worth of furniture as we were flying out the next day. When we moved in, on Jan 30th, 2022 we were shocked at the state of our belongings. The AMJ crew's negligence in packing our belongings cost us thousands of dollars in damaged and missing items. They packed full bottles of alcohol in the same box as expensive electronics, books etc. The bottles shattered and ruined our ****, controllers, headset etc. The company also packed our coffee machine full of water and packed it in the same box with hundreds of dollars worth of cookbooks. We are missing sentimental vases and expensive winter boots. We reached out to the leadership team at AMJ to try and resolve this issue. It took over a week to hear back from anyone. When we finally got a response from Tom F*****, the President, who sent us an ********** email stating that we were being malicious and that he spoke with the movers and that they denied our claims. He offered us $500. However, this doesn’t even cover the cost of the packing services we paid for. We are looking to get a refund for the horrible service we receive from this company. *** ************ ****** ** **********

  

  Business Response

  Date: 03/02/2023

  In answer to this complaint;
  
  Mr. ******** submitted a complaint to our organization on Jan. 10/23, in this complaint a number of issues were raised by Mr. ********, including allegations of theft, incompetence and drug use by our employees.  As our rating with the Better Business Bureau would indicate, AMJ Campbell takes its reputation very seriously, we therefore took the time to conduct a thorough investigation into these serious allegations on the conduct of our employees, interviewing all concerned.  Mr. ******** is obviously not satisfied with the in depth response that was submitted in answer to his allegations.
  
  Regarding the complaint of damage, it was conveyed to Mr. ********, that his shipment was covered under the “Atlas Van Lines Transit Protection” all services provided by our employees are covered under this Protection, if as Mr. ******** has indicated that damage did occur as alleged in this complaint, adjusters would review the alleged damage and if the evidence showed that damage occurred as a result of our employee mishandling, then a claim for damages would be forthcoming.   In Mr. ********’s earlier complaint, he refused to submit a signed claim for damages, he was told that without a claim for damages and the ensuing investigation, a claim based on only his word would not suffice, the proverbial “ball is in his court.” 
  
  With respect to the poor loading complaint, the crew that provided this service has been with AMJ Campbell for over 10 years and are very experienced, we certainly do not have complaints of this nature with this crew.  Its interesting to note that in the first complaint, this issue was not raised, what was raised was that items would not fit into the vault that was requested.  Mr. ******** made it perfectly clear to his moving consultant, a 20 year plus veteran, that he only wanted to pay for “one” vault, when it became apparent that there was not going to be room for all the items, it was Mr. ******** who selected the items he did not want to take.  It was the comment from the lead hand of the moving crew that, Mr. ******** offered these items to the crew, when this was declined, the lead hand stated that Mr. ******** said, “it was ok as we going to purchase new at the other end and the items were not worth it.”  Mr. ******** needed 2 vaults to handle all the goods, he only wanted to pay for one, according to his professional moving consultant and the lead hand of the moving crew. 
  
  Mr. ******** has again alluded to theft in this complaint, a vase and a pair of boots, in the first complaint Mr. ******** also accused the moving crew of stealing,”$50.00 of edible marijuana” and consuming this drug while performing their jobs.  The items that are packed into cartons are not inventoried, it was told to Mr. ********, if he seriously believes that items were stolen by our moving crew, then he should be calling the police.  It was this allegation of drug theft and the consuming of this drug during the performance of the move, that resulted in the word, “malicious” being used in the first complaint rebuttal.  The word ‘malicious,” means to “do harm,”  it was my opinion that without any evidence to support such damning allegation, that Mr. ******** was attempting to have this moving crew’s reputation “harmed” with the intent of having them “fired.”
  
  The $500.00 was a gesture of goodwill, this amount would be on top of any claim made for damages if proven by a professional adjudicator, all Mr. ******** has to do is file a claim, not dissimilar to filing a claim under a home insurance policy or a vehicle accident.  We have denied Mr. ********’s request for a full refund of our moving services.