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:17/02/2023

  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.

  I hired movers in September for a move in November. They did not provide the service I paid for "white glove". They showed up 9 hours late for the move because there was snow the day prior (the roads were clear as of 7am the day of the move). I have been asking to not be charged for the services i did not receive. This did not happen. They gave a $400 discount. 1. the ******* called me the day before the move (the day it snowed) & confirmed that the crew would be assembling later on moving day (at 10am) and showing up an hour after the prearranged time. 2. Day of the move (snow was cleared & roads were fine, cleaners had shown up at 7am - 5 women driving from all over the lower mainland). ******* calls me at 10am to say the movers cannot make it. I was selling my house, millions of dollars at risk.He informs me he is currently at another move & they may come by to our place at 4pm. They arrive at 7pm in the dark after I agree to pay $500 in tip. 3. There was supposed to be 3 movers. Two men showed up, one who mentioned how he was 72 and was injured earlier that day. 4. I paid to have "white glove service", closets being packed etc. I had to put the boxes together and pack all the closets 5. My husband and I had to move boxes/lamps etc outside in order to get move done in a reasonable time. Again, could not be further from the service I booked. (had work the next day) 6. Communication all throughout the day was so frustrating and added so much stress to the day. Day of Move in 1. Bed screws were all missing, had to buy a replacement bed it was in such bad shape. 2. No one unpacked the closet boxes. So after i had to do all of that, i then had to break downboxes and dispose of 3. Mirror - a chunk broke off, was told by mover to just fix it with glue. I cannot explain how stressful all of the above was and the overall impact your team caused during the closing of my house but the service i paid for was not provided.

  Business Response

  Date: 18/02/2023

  Hello: We are very sorry to hear about this customers experience, however our corporation is Ferguson moving (****) Ltd. The Franchise location the customer dealt with is ******* ** **** I don't believe that they are members of the BBB unfortunately. Under the franchise agreement we are not able to interfere in their operations. The contact for that location is ****************************************************************************************************************; *******************. Please ensure that the complaint does not impact our corporate location.

  Business Response

  Date: 21/02/2023

  As the owner of this branch, I reached out to the client on 2 occasions, and asked what a reasonable solution would be. There was never a response, despite waiting at least a week after each email. When I suggested a solution, the client stated their disproval. I then asked what they felt would be a reasonable solution and there was no response to that. 

  
  The move occurred on a very snowy day, and several of our staff literally couldn't make it to work. The staff that did make it in had to do 2 jobs in the same day. Due to that, the job was delayed in it's starting time. Our movers never forced the client to tip, that was completely made up by the client. 

   

  A few days after the move was complete, the client mentioned the only issues were the late start and missing hardware for the bed.

  
  Months later, the client added the following complaints to the list:

  -broken bed that needed to be replaced

  -cracked mirror

  -movers forcing them to tip prior to starting to work

   

  I asked for photos of the broken bed, but wasn't given any. Was never sent photos of the mirror either, despite the client saying they would be happy to send it to me.

  We feel that the $400 discount for a few missing screws and a late start was more than fair.