Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:22/11/2022
Type: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 the pick-up day on Sep 27, 2022 in North Vancouver, although mentioned earlier about the amount of load and belongings I had, only two workers showed up to pack and move my furniture and other belongings to the company's truck. The workload seemed to be beyond their capability; therefore, they damaged my condo because of the lack of enough manpower on the pick-up day. Particularly they broke a closet door and scratched the walls and the entrance door of the condo.
Once my belongings were delivered I could find out that my furniture was severely damaged, broken, or destructed.
In the sequel, you can see some pictures taken right after the delivery. I managed to complain to the movers on spot and signed the papers mentioning my complaints in this matter.
I hereby, declare my extreme dissatisfaction with doing business with Homeland moving company. To resolve the problem I am asking Homeland moving company to take responsibility and refund for the damages it has imposed on my belongings(claim form attached).
Business Response
Date: 19/12/2022
Hello *****,
We will review your claim form one more time and get back to you within 4weeks.
Kind Regards,
Homeland Moving
Customer Answer
Date: 06/01/2023
I have not heard from the company.
Regards
*****Business Response
Date: 19/01/2023
As previously mentioned to you on our email We did not provide any replacement value insurance and did not collect insurance premium for this move. When this is the case as explained earlier shipment travels under basic coverage. Carriers’ maximum liability in case of loss or damage is 0.60 cent per pound per article and 60 times the number of the pounds of shipping weight for entire shipment described on the contract whichever is the lesser amount with a $350 deductible.
The weight of the items you declared is less than 500LBS; we calculated yours based on 500LBS (500lbs x 0.60cents = $300 -$350 deductible = refund $0)
Under these circumstances you are not entitled to receive any refund cheque for the HHG.
We offered you in first place $125for the Household goods + 140CAD property damage . Total 260CAD
And after just to show you that we want to resolve the problem we increased our offer to $350CAD in total .
Despite all our efforts to resolve this case you declined our offer. Unfortunately we have no option to close this case.Initial Complaint
Date:22/09/2022
Type: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.
Re: moving services from Toronto to Vancouver. Picked up August 24. Delivery September 17.
Issues: missing sofa, broken and damaged items, additional money for shipping products
I hired the moving company based on availability and assurance that they could do the job.. I needed to purchase plastic wrap for the furniture which I agreed to for an additonal $440. When delivered none of the chairs or bed rails had been wrapped and are damaged and filthy. The sofa did not arrive and I have been told there was no soda yet they shipped the sofa pillows in a wardrobe box. When I asked the delivery team I was told it’s likely in the warehouse and will be delivered in 2 days. I called and was told it’s likely still in Toronto and that it’s someone else who deals with this and now that there never was a sofa. Boxes marked fragile were crushed with contents shattered. The delivery men did not wear shoe coverings and after walking through wet gardens walked all over my new beige carpet staining it everywhere. The tape used by the Toronto shippers has also damaged the piano seat and during shipping disfigured the seat. There was also no mention that the furniture would not be re-assembled and when I asked the sales agent I was told “I didn’t ask dispatch”.. had that been discussed I would have requested it or used another company. I believe the onus to be on the movers to discuss the client needs. It did not cross my mind that I would need to request it since I have made other cross country moves and this was never the case. The Toronto movers also did not send the hardware to re-assemble the beds. The total paid for the job was $5,326.70. I would like a reasonable reimbursement for 1) cleaning of the damaged carpet and furniture; 2) replacement cost of sofa and shattered glassware. Thank you.Business Response
Date: 04/10/2022
Hi *********
We have already confirmed the receipt of your claim form about this matter. It will take 4 to 6 weeks to finalize the claim.
Kind Regards,
Homeland Moving & Logistics Inc.
Customer Answer
Date: 06/10/2022
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 for the tone being. I have submitted my claim along with pictures and have onlybeen told here that the timeframe would be 4-6 weeks. In the event I do not receive reimbursement for the lost and soiled items, I will return to BBB for further assistance in resolving this matter.
Sincerely,
******** *******
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