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:14/11/2024

  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.

  August 16, 2024 GCVL committed to the delivery of the contents of my apartment from Calgary, Alberta to Fredericton, New Brunswick. The contents of my apartment were collected on August 16th and transported to Edmonton where they remained until August 21st. On August 21, 2024, over $36,800.00 in goods were ****** from me. *** ****** ****** ********* ** ***** ** ****** ***** ** ***** ****** ****** ** ***** ****** ******** ********* ** ** ****** **** There after a list of estimated ****** goods was provided as well as a new weight of the shipment. Doubting their account of weight we requested that upon delivery they rescale to prove their trustworthiness, and low and behold there was a major discrepancy. Significantly more weight was missing than they accounted for, bringing into question the accuracy of any weight estimates they have provided from any source other than a 3rd party. They are offering $8960.00 in compensation for the ***** of my goods and contents value at over $36,800.00, which has not been accepted.
  

  

  Business Response

  Date: 22/11/2024

  This was an unfortunate event. ****’s goods were in a trailer over night in a gated, locked compound.  
  ******* broke into the compound late at night and also targeted a few other businesses.  The fence in the compound was cut (video of cut fence sent to client) between the properties to transport items from several businesses. There is a Police Report of the incident and the police stated **** ** *** *** ****** **** ******* ******** *** *** **** ** **** ****** ***** **** *** ******* **** ***** **** **** ********* ****** ******
  
  We asked **** to submit his claim form so we could submit it through the carrier’s insurance company.  The move was booked by **** ******* (****’s dad) and he was the main contact on the contract. 
  
  The contract states that the client has 60 days to submit a claim and we advised **** of this multiple times so that his claim would be valid and not expire. The claim form was finally submitted by **** on day 59.
  
  The claim was submitted for $36,806.00 however, the value of the goods declared and paid for on his contract was for $18,480.00. This value is based on the 2310 lbs at a rate of $8.00 per pound for a total of $18,480.00. This value is for the entire shipment. We weighed ****’s goods after the ***** ** and ***** and determined that 1120 lbs of his goods were ****** 1120 lbs x $8.00 / lb = $8960.00
  
  This is what the contract states for ****’s move:
  ******** ** **** *******
  * ******* ********** ** ***** *** ***** *** *******
  The first point states exactly what the transit protection covers. 
  
  **** submitted a claim form with an amount of $36,806.00.  
  
  Below is the claim form submitted by **** with the items and values:
  
  TAG # DESCRIPTION OF ARTICLE(S) & ESTIMATED VALUE(S)
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  We advised **** that his claim was ********** based on what was declared, agreed to, and paid for on his contract compared to what was submitted above. Insurance coverage is based on what you declared and paid for not some random number you pull after the fact.
  
  **** **** ****** **** *** ***** *** ***** ** *** ** ****** *** *********** **** *** **** *** ******** *** *** ********* ** ** ****** ***** **** ** * ********** ********** ******* *** ***** *** ***** **** ***** **** ***** ******** *** **** ******* ****** 
  
  We have also advised the client to contact his lawyer regarding his moving contract as he is not understanding how the settlement is determined – see below:
  
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  Even though the missing items of 1120 lbs equate to $8960.00 (1120 x 8 = $8960) we worked with our hauler on a much larger settlement amount and offered $12,000.00 in light of the terrible situation, which is $3040.00 more that what his contract awards.
  **** is entitled to $8960.00 based on his contract. We offered an additional $3040.00 as a good will gesture.

  Customer Answer

  Date: 02/12/2024

  Complaint: ********
  
  I am rejecting this response because:
  I dispute their response for the following reasons:
  Evidence and Police Report
  The police report provided to us from the Great Canadian Van Lines (Customer Service rep *******) on August 27, 2024 does not corroborate their November 14th telling of events.  * **** ***** ************ ** ******** * *** * ** *** ****** *******  ******** * ********* ******** **** *** **** ** *** ************  *** ****** ****** ****** ** ********* * ** ******* ********* **** * ******* ** ****** *** ** ******* **** * *** ******  ******** * ********* *** *** ***** ***** *** ******** ***** ********** ******** **** ****** Until our BBB complaint was filed (Thursday November 14), the only evidence provided by GCVL was the attached police report (only 4 screenshots of the report were sent). New GCVL assertions on November 15, 2024 regarding the ***** are speculative and unsupported by the only police report provided by GCVL to us.  We reached out to GCVL and the **** for the additional police report regarding the new assertion and at this time, we have not been provided any other police reports. On November 14th, after the BBB complaint was filed, we received the following email from GCVL Customer Service rep *******;
  ***** ***
  ** *** ******
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  **** ******** ******* **** *** *** *******  
   
  
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  We inquired about retracting the BBB complaint and were told the following from ******** (BBB contact);
  BBB inquiry
  
  
  ** *** *** ***** ** ******** ******** ********* ********************** ******
  
  ***** *****
  
  ************** ** ****** ******** * ********* **** ** *** **** ***** *** **** ** *** *********
  
  *** **** ****** ***** *** ********** ***** ** ******* ** ******** ******** ** **** ********* **** *** *********
  
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  *******
  **** *******
  
  
  We are willing to close the BBB complaint and ask that it not be published if GCVL comes back to the table with a mutually agreed settlement number reflecting a reasonable value of our goods ****** from their property (not 1/4 of the value).
  
  GCVL sent a map on November 15th (diagram attached) and a video of a cut fence on November 18th (attached). Neither of these attachments were helpful without a supporting police report and were only mentioned/provided to us after the BBB complaint was filed (almost 3 months after the ***** occurred). Also on November 18th, ******* sent us affidavits from staff members (attached).  I would like to point out these were dated August 25th and August 27th, days after the ***** occurred (***** noticed on August 21st), the affidavit details submitted are not on the official police report provided by GCVL, and information was not shared with us until the BBB complaint was submitted.
  
  To note, prior to the BBB complaint, GCVL had only offered $8960 as a settlement amount (approximately 1/4 of the value of goods ****** and based on $8 per pound of ****** items, of which they never had an actual weight of the entire goods picked up on Aug 16th) and when we asked them to reconsider their settlement amount, they came back with the same dollar amount.  This didn't feel like they were still working with us to have this resolved, so the BBB complaint was submitted.
  
  
  
  Nature of the Incident
  The ***** occurred within their locked compound.  This was a ******** ***** ******** from their property, not a transit issue. 
  
  
  
  Claim Submission
  The claim form was submitted within the timeframe they outlined.  A loss of this nature takes time to document and we were advised by GCVL (*******) that only one submission of the list could be provided. We were being pressured by GCVL to submit the list and we informed ******* that recalling all of the missing items takes time and we wanted to avoid omissions from the list.  A loss of this magnitude has been very stressful and we did not want to hurry the process in fear of missing items for the list.  To this point, since the list was submitted, we have recalled additional items missing from the report, but recognize that they were recalled after the 60 day window and as such are not eligible for compensation.  Our claim was submitted on November 6th for $36806, the declared value of the ****** goods. We were asked to provide a list and value of the ****** items and that is what was provided (not a ********** claim as was conveyed in the GCVL response).  Of the goods that were delivered, many of them had missing components, for example, missing power adapters (***** power charger and wand accessories, sound system cords, etc.), missing bed parts (bolts, nuts, support leg), making these items non functional and requiring replacement which adds to the total value of the loss. Their assertion of the value of our goods at $18480 is based on an estimate of 2310 pounds that they came up with. The only scaled weight of goods provided to us was taken after the ***** occurred (Aug 26th and Aug 28th,  attached), both of which were taken in Edmonton. GCVL reassessed the moving charges at that time and reduced the overall invoice by approximately $500.  Concerned about the difference in weight of ****** goods versus estimated weight in the contract, we requested (over the phone) a scale weight just prior to delivery, and just after delivery.  They informed us that they would have to get weights from the scales in Woodstock NB (representing the "before" delivery) and Sackville NB (representing the "after" weight) as the scales in Fredericton NB were closed on the day of delivery.  This request resulted in an additional $906.17 refund. We have not received the scaled weights just prior to and after the delivery, but a credit of $906.17 was applied to my credit card. In our eyes, this continues to undermine GCVL's credibility with weight calculations as the provided scaled weights in Edmonton (after the *****) must have differed significantly from the weights in Woodstock and Sackville (based on the $906.17 refund).
  
  
  
  Accusations of ********** Claim
  Their accusation of us submitting a ********** claim is **********. We were asked to provide a list and value of ****** goods, which is what we have provided.  The current value to replace those goods couldn't be known until the list was compiled. At no time was there any misrepresentation of the goods being shipped from Calgary to Fredericton.  This accusation of a ********** claim is unwarranted.
  
  In the BBB complaint, the statement regarding the *********** ** ** ****** **** *** *** ******** ** ** ********* ** ******* ** ** *** ****** ***** ** *** ********** ** *** **** ******** ****** ****** **** **** ********** *** *** ***** ***** *** ******** ***** ********** ******** **** ****** ******** ** ******** ** ****** ***** ** ***** *********  ***** *** ** ***** ******* ** **** ** *** ***** ***** *** ******** ** *** **** ***** ***** *** *** ********* *** ********* ******* * ****** ***** *** ***** ********* * *** **** ******** ** **** ***** ****** ** *** *** ********** *** **** ****** 
  
  Legal Advice versus contacting other moving companies
  The Customer Service Manager from GCVL (*******) wrote "* ******* *** *** **** ** ***** *** ** * ****** ** ** **** **** ******** *** ******* ** ** **** ****** **** ********** ***** ****** *********". When the ***** was first reported to us over the phone (August 22nd), we were told that tools and a few totes were ******.  When asked how we would be compensated for this *****,  ******* mentioned the contract settlement would be based on $8 per pound for missing items.  We stated this was unacceptable given the circumstances (******** ******** - *****) and expected to have items replaced.  ******* agreed $8 per pound would not be appropriate in these circumstances and that she would work with us towards a mutually agreed settlement (which has not occurred).  Upon hearing *******'s statement of $8 per pound, we decided to call other moving companies to understand how this is typically handled.  We were told that broken and missing items are typically fixed or replaced, which is what we would expect to happen. 
  
  Accountability
  They remain liable for the ***** of our goods. The compensation offered is inadequate ($8960 versus $36806 is approximately 1/4 of the ****** goods value).  In an attempt to have us remove the BBB complaint, they offered an increased settlement of $3040 (for a total of $12000) which we declined (still only 1/3 of the value of goods ******). They have since rescinded the "good will gesture" of $3040 as we did not (could not) withdraw the BBB complaint. Refer to the email exchange with the BBB mentioned above.
  
  
  Conclusion
  We have felt  pressured by GCVL to submit the claim before it was due, and have felt pressured by GCVL to accept a low valuation of the ****** items. I stand by my original complaint and request appropriate resolution.  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 11/12/2024

  Were really sorry that someone ***** into the trailer and ***** a portion of ****s goods, as mentioned the trailer was stored in a secure gated yard.  The main problem is that the move was booked by ****, ****s father.  **** declared a total value of $18,480.00 on ****s goods, not $36,806.00.  The ******* ***** approximately 50% of the goods for a value of $8960.00 based on the value of $8.00/lb declared by ****. **** then submitted a claim for $36,806.00.

  **** is claiming for more than he is covered for.  ****s entire shipment had a value of $18,480.00 based on his terms and limits of the contract.
  
  If everything was ****** the maximum value of pay out would be $18,480.00.  **** could have declared a higher value $36,806.00 for ****s items but he chose not to.  A client can declare as much as they want but they have to pay for the extra coverage and on ****s contract **** did not declare what **** believed the shipment to be worth.
  
  A settlement offer has been provided based on the contract terms.
  
  We suggested that **** talk to a lawyer so they could outline the terms of their contract for them as **** and **** are not understating the terms of carriage. Calling other moving companies is irrelevant as every moving company has their own contract and terms.
  
  We advised **** that there were other businesses in the neighbourhood that were broken into the same night.  **** has asked for these details but the police will not release them to us.  We advised **** and **** to contact the Spruce Grove **** detachment to discuss these incidents.
  
  It is very unfortunate that ******* broke into our haulers yard and trailer and ***** a portion of ****s goods.  The settlement for the portion of goods (1120 lbs) that were ****** is $8960.00 based on the terms on ****s contract.  We offered an additional $3040.00 as a goodwill gesture to make the final settlement amount $12,000.00 which is more than fair.

  
  

  Customer Answer

  Date: 19/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  GCVL deemed the value of **** goods at $18,480 based on the listed items to be shipped, some of which were totes and boxes and coincidently made up the majority of what was ******. They determined the value based on the list and box volume, not the actual contents of the boxes, and estimated the weight without conducting an actual measurement until after the *****. This raises concerns about the accuracy of their figures, especially given discrepancies in their weight estimates. After the *****, GCVL adjusted the moving cost based on revised weight figures, but these figures fluctuated when we requested pre- and post-delivery weigh-ins, suggesting their initial estimates may have been unreliable. They are basing their settlement number based on weight, but they never had an actual weight of the entire contents.
  
  Additionally, similar to GCVL, the Spruce Grove **** has not shared any further police reports with us. The only report we have is the one provided by ****, which, contrary to their later claims, does not mention ********* at neighbouring propertiesinformation they disclosed months after the ***** and after our BBB complaint.

  We disagree with GCVLs assertion that the $12,000 settlement is fair. It represents less than a third of the value of the ****** goods. We are open to working with **** on a fair and mutually agreed-upon settlement.

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

  

  Business Response

  Date: 27/12/2024

  The move was booked by **** (****s father).  **** declared a total value of $18,480.00 on ****s goods.  During the ******** the ******* ***** approximately 50% (1120 lbs) of the goods valued at $8960.00 ($8.00 x 1120 lbs). 
  
  **** then submitted a claim with an inflated value of $36,806.00, which is $27,846.00 more than he's entitled to based on his contract.  This $8.00/lb value was declared and paid for by ****. 
  
  **** could have easily declared a higher value and paid the fee for this value but he chose to go with the standard declared value of $8.00/lb.
  If **** declared the incorrect value, then **** should be seeking the difference in value directly from ****. 
  
  Based on the contract the total compensation is $8960.00 but as previously stated we are willing to offer an additional $3040.00 for a total settlement of $12,000.00.
  
  

  Customer Answer

  Date: 10/01/2025

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

  We would like to clarify that the value of the goods was not declared by us. Instead, GCVL arbitrarily assigned a value based on the volume of goods they were responsible for transporting from ******* to ***********. During the *****, which occurred over a three-day period, more than 50% of our goods were ******. Furthermore, many of the remaining items were delivered missing key components, rendering them inoperable or useless.
  
  At no point have we been provided with definitive evidence of the original weight of our shipment, only the weight recorded after the ***** occurred. ****'s assertions regarding the value and condition of our goods, made without substantial proof and after neglecting to properly care for them, have left us deeply disappointed.
  
  Thus far, GCVL has not adequately addressed our questions or concerns. Instead, they have attempted to shift the blame onto us, suggesting a miscommunication between **** and ****. We believe that to resolve this situation amicably, both **** and we must accept some level of accountability.We are eager to move past this traumatic, life-altering experience. However, the current compensation offered does not adequately address our substantial loss of over $36,000. Therefore, we request that GCVL acknowledge this as a total loss and compensate us with $18,480.00.
  
  Sincerely,
  **** *******