Complaints

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• Initial Complaint

  Date:30/12/2024

  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.

  Despite explicitly requesting a 25-foot truck for our 2-bedroom apartment, the company sent an 18-foot truck instead, causing significant delays, damages, and additional charges.We clearly communicated our requirement for a 25-foot truck multiple times in both written and verbal communication, specifying: "We'd like to reserve a 25ft truck for 10 am on December 30th." At no point did the company inform us that they have only 18-foot trucks, which makes their failure to disclose this information beforehand both deceptive and unacceptable.Moreover, the company itself made the estimation for our move, determining that a truck with a capacity of at least ******** cubic feet was necessary. This clearly required a truck of at least 22 feet. Despite this, they knowingly sent a smaller truck that was inadequate for the job.The use of the smaller truck forced the movers to make an additional trip, significantly increasing the driving time and labor costs.Additionally, our new furniture was damaged, and the company has refused to pay compensation. Damages included deep scratches on a cabinet and a damaged TV bench, both caused by poor handling during the move.We paid $2,480.63 for this service, and despite our detailed explanation of the issues, **** ******, the owner of MOVE IT. ***, has refused to resolve this problem. When we sent an email with a thorough explanation, our concerns were completely ignored.We have saved all our correspondence with the company and can provide it as evidence to support our claims if required.Due to the companys failure to provide the agreed-upon truck size, we incurred unnecessary costs, delays, and losses. I request that the billed hours be reduced from 10.5 to 7 to reflect the inefficiency caused by the truck size issue and the additional trip required, and I also request compensation for the damaged furniture.

  Business Response

  Date: 06/01/2025

  We have just returned to the office after the holidays and will address this complaint by weeks end.  

  Customer Answer

  Date: 10/01/2025

   
  Complaint: 22742029
  
  I am rejecting this response because: the business stated they would address my complaint by the end of the week following the holidays, but they did not follow through. I waited until the promised deadline, yet the business failed to contact or provide any update to the BBB. Their lack of communication and failure to fulfill their commitment to address my concerns demonstrates a disregard for resolving the issue. I request further assistance to hold the business accountable and ensure this matter is properly addressed.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 19/01/2025

  Mr. ******** was a customer of ours in December of 2023.  
  
  We provided an estimate to him which was signed and agreed to on December 11, 2023.
  
  In that estimate it is clearly stated that it was subject to change upon the completion of his job.  While we endeavour to keep to our estimated time, it is not always possible, through no fault of our own.
  
  Mr. ******** hired our company for moving only.  There was no component for packing.  
  
  Upon arrival at his address our team discovered that Mr. ********* and his wife were not prepared to be moved.  He and his wife were still in the process of packing boxes and other items.  This resulted in our team having to manoeuvre around this packing as it was taking place in the middle of his apartment.  This added time to our task that was not anticipated.  We also had to wait for the items to be packed before we could load those items onto the truck.
  
  Mr. ******** was aware that this was delaying the time of the move and as a result he insisted on the **** **** to make up for this time delay.  Our normal practice is to blanket wrap and or plastic wrap items that we move.  We were instructed by Mr. ******** to not bother as it would take too much time and there was already pre-existing damage to many pieces of furniture.
  
  Regarding his assertion that we promised him a 25 foot truck, there was obviously mis communication as we do not operate 25 foot trucks.  All of our trucks have the same dimensions with a box length of 18 feet.  
  
  We were made aware of his concerns in the days following his move.  We thoroughly investigated his claims and determined that we were not at fault for the damage nor for the additional time it took to complete his move.  No compensation was offered to him.
  
  In the interest of appeasing Mr. ********* we will offer him a good will gesture of a $100.00 refund.  This will be a final offer and no other compensation will be extended.  Should he accept this offer we will consider this matter to be settled and no further action or any sort will be commenced by him.  Acceptance of this $100.00 refund will cease any further claims by Mr. ****************** have included the signed estimate for this job.
  
  At this time we do not have anything further to add to this matter.  
  
  **** Mosher 
  MOVE IT. ***

  Customer Answer

  Date: 28/01/2025

   
  Complaint: 22742029
  
  I am rejecting this response because: it contains multiple inaccuracies and fails to address the core issues of my complaint.
  Truck Size Misrepresentation: The company claims there was a "miscommunication" about the truck size. However, we explicitly requested a 25-foot truck in both written and verbal communication. Please see the attached Letter 1, where we specifically asked **** ******, ******************** Manager, for a 25-foot truck, and at no point did he inform us that the company only operates 18-foot trucks.
  We later learned from a third party that MOVE IT. *** does not have trucks larger than 18 feet, meaning they knowingly failed to disclose this critical limitation. Their own estimate indicated that we required at least a 22-foot truck, yet they knowingly sent a truck too small for the job.
  If you check the U-Haul website (************************************), you will see that a 20-foot truck has a cargo volume of ***** cu. ft. and a max load of ***** lbs. Even a 20-foot truck would have been too small for the estimation the company provided (******** cu. ft. / ******** lbs), yet they still sent us an 18-foot truck, which was completely inadequate for the job.
  Movers Started Work Immediately: The company falsely claims that we were still packing and caused delays. In reality, when the movers arrived, they started working immediately without any delays. They did not have to wait for us at all, as we had packed boxes and were fully prepared for the move. We have multiple witnesses and security camera footage from the building that can confirm the movers began working as soon as they arrived. The delay was caused entirely by the undersized truck, not by us.
  Truck Was Not Empty Upon Arrival: The truck did not arrive empty, as it should have for a properly scheduled move. The movers informed us that they had a sofa from a previous move still inside the truck and even offered it to us for free. This proves that they knowingly sent a truck that was not only too small but also partially occupied, further limiting the available space.
  Delays and Additional Charges: The real delay was caused by the undersized truck, which required an additional trip, resulting in excessive time and costs. We were charged for 10.5 hours, when, had the proper truck been provided, the move could have been completed in approximately 7 hours.
  Damaged Furniture: The company is refusing to take responsibility for the deep scratches on a cabinet and damaged TV bench caused by their movers.
  We did not waive protection for our furniture, and we never stated that our furniture had pre-existing damage. The sliding door was removed from the cabinet and left separately, and both cabinet doors have substantial and deep scratches. We have already sent photos for your reference. Additionally, the TV bench was also damaged during the move. Please see the attached photo.
  Its important to note that we are not claiming minor scratches or damages which we have a surplus of. We wrapped all our furniture ourselves, as clearly shown in the attached images, and the movers acknowledged they would use blankets inside the truck for protection. Despite this, the movers failed to protect the furniture, resulting in significant damage.
  Lack of Communication & Accountability: **** ******, the owner of MOVE IT. ***, refused to address our concerns when we initially contacted him. When we sent a detailed email explaining the issues, he ignored us entirely. Even after we escalated the matter through the BBB, the company failed to respond by the promised deadline, further demonstrating their unwillingness to resolve the issue.
  Inadequate Compensation Offer: A $100 "goodwill gesture" does not come close to covering the additional costs, damages, and frustration caused by their misleading practices. We paid $2,480.63 for this service, and the businesss failures directly led to financial and material losses. We reject this offer as it does not reflect the extent of the damages and unnecessary expenses we incurred.
  Liability and Insurance: Despite the company advertising "3rd-party liability insurance covering up to $5,000,000", they have refused to take responsibility for the damages to our furniture. Additionally, after the movers completed their work, they simply disappeared without asking us to accept the job or sign any documents, as other moving companies had required in previous moves. This lack of professionalism left us with no confirmation of acceptance for the services rendered.
  Furthermore, it was only a few days after the move was completed that we discovered the company had charged my wifes credit card without prior notification or her permission. They never informed us that her card had been stored for future use. The invoice was issued in my name, yet they used my wifes credit card, which had been stored due to her initial payment of a 25% deposit. MOVE IT. *** pressured us to pay the deposit immediately in order to book the move, which I could not do at that time because of my work schedule.
  We have saved all correspondence regarding this matter and can provide it as evidence.
  Given these points, I stand by my request for a reduction in the billed hours from 10.5 to 7 to account for the inefficiency caused by the companys actions, as well as fair compensation for the damaged furniture. MOVE IT. YVRs response is inadequate, and I request that the BBB continue to review this matter.
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 05/02/2025

  MOVE IT. disputes and disagrees with most, if not all of the assertions of Mr. *********  
  
  It is correct that Mr. ******** requested a 25 foot truck both by email and by telephone.  While we mistakenly did not respond via email that we did not operate 25 foot trucks, this information was provided to him by telephone by **** ******.
  
  2.  The interior dimensions of a U-haul truck at 20 feet in length is immaterial to this matter as itdoes not take into consideration the other dimensions of the box truck, such as overall height and width.  Those other dimensions are imperative when determining the interior size.  Without the other dimensions an 20 foot box length is purposeless.
  
  3.  We did not claim that we did not start work immediately.  What was stated is that due to the Bakharevs being in the process of packing up items, it caused delays as it was necessary for our team to manoeuvre around them in the space to complete our job.  They were in the main areas of the unit which meant that they were in the way.  Please see Terms and Conditions and Customer Responsibilities for more information on what the Bakharevs agreed to.
  
  "Packing their possessions into appropriate boxes or other   containers unless the Customer purchases packing services 
    from MOVE IT. YVR;
  
  Allowing the MOVE IT. *** movers to perform their work without 
  any Customer interference or participation.  Except on directions 
  through the house;
  
  4.  Due to circumstances related to a previous move, the truck did have a sofa on it.  This sofa was irrelevant to the necessity for a second load of their items.
  
  5. In the agreement that was signed by the ********* they acknowledged that the estimate was subject to change.
  
  I hereby authorize the indicated services to be performed 
  and agree to the estimated charges and terms and conditions
  described below.  I understand that the above is an estimate 
  only and that the final amount may differ.
  
  The customer agrees to pay the agreed-upon hourly rate for 
  any waiting time, delay or tardiness that is not due to the fault 
  of MOVE IT. YVR.
  
  6.   We standby our assertion that any damage on furniture was pre-existing and that the customer acknowledged that damage and waived any claims related.  Due to a cabinet door being loose and subject to falling out while being moved, it was removed to minimise that likelihood.  If it was not put back into its original position it was an oversight, however it was not damaged in any way.  In any event,  the Bakharevs agreed to the following:
  
  Exclusion of Liability
  
  Any damage or defect which is pre-existing to the job
  
  Any item for which the Customer has specifically waived 
  the MOVE IT. **** liability
  
  7.  3rd party liability insurance is entirely unrelated to any of the issues expressed here.
  
  8.  When the Bakharevs signed their estimate and provided a credit card to pay the non-refundable deposit, they agreed that the method of payment for the deposit would be used for the final payment.  They further agreed that 3 days after the receipt of the final invoice we would charge the card on file for the remaining balance.  The following is from the signed estimate.
  
  If we receive no response to the final invoice email within three days, we reserve the right to charge the credit card on file for the full amount.
  
  9.  A reduction from the actual time spent on the job of 10.5 hours to 7 hours is less than the estimated time.  We will not agree to this.
  
  10.  We have agreed to provide a reduction of $100.00 as a goodwill gesture taking all of the above into consideration.
  
  Thank you and we consider this matter to be concluded.  

  Customer Answer

  Date: 18/02/2025

   
  Complaint: 22742029
  
  I am rejecting this response because:

  I strongly disagree with MOVE IT. ***'s response, as it contains misleading statements, omits key facts, and fails to address the core issues. Below is my detailed rebuttal:
  
  Misrepresentation of Truck Size
  
  MOVE IT. *** acknowledges that I explicitly requested a 25-foot truck in both email and phone communications. However, they now claim that **** ****** informed me over the phone that they only operate 18-foot trucksyet they provide no proof of this claim. At no point in our conversations did **** ****** disclose that MOVE IT. *** does not have 25-foot trucks.
  Had they informed me in advance, I would have immediately sought another company with the correct truck size.
  Their own volume estimate (******** cu. ft. / ******** lbs.) exceeded their trucks cargo capacity, making it impossible to complete the move efficiently.
  Their failure to disclose this information misled us into believing they had the appropriate equipment for the job, resulting in unnecessary delays and additional costs.
  
  Truck ********************************************** dismisses the U-Haul truck comparison, arguing that other dimensions matter. However, their response fails to provide the actual cargo volume or dimensions of their own truck for comparison. Without this information, their claim is baseless.
  The fact remains: they knowingly sent a truck too small for the job, causing avoidable delays and requiring an additional trip.
  
  False Claim That We Delayed the Move
  
  MOVE IT. *** falsely claims we were still packing. In reality:
  The movers began work immediately without delay.
  Their claim that we were in the way is misleadingour belongings were fully packed, and the only reason for space constraints was their decision to send an undersized truck.
  Around 12:30 PM, the movers informed us they did not have enough space. They spent time rearranging items to optimize space but ultimately left with only half of our belongings around 1:00 PM. They did not return until 4:30 PM to complete the move.
  
  Truck Was Not Empty Upon Arrival
  
  MOVE IT. *** admits the truck contained a sofa from a previous movean unprofessional practice.
  A professional moving company should arrive with an empty truck unless previously discussed with the customer.
  They claim the sofa was irrelevant, but of course, it was relevant as it took up space in the small truck. They knowingly arrived with an occupied truck while already providing one that was too small for the job.
  
  Damage to ******************************** falsely claims that all damage was pre-existing. This is entirely untrue.
  The damaged furniture was purchased new from **** for this apartment, and we have receipts to prove when it was bought. This furniture had never been moved out before.
  Older furniture was also damaged, but we are not requesting compensation for those items as a goodwill gesture.
  Attached photos (f1-f5) show that the furniture was carefully packed and sustained damage during the move.
  They claim the cabinet door was removed to prevent damage, but the issue is that the cabinet itself was scratched.
  We wrapped our furniture ourselves, and the movers were responsible for handling it carefully. They failed to do so, resulting in deep scratches and damage to multiple items.
  Their policy states they are not liable for pre-existing damagebut the damages occurred during the move, not before.
  
  Irrelevant Mention of Liability Insurance
  
  MOVE IT. *** argues that their third-party liability insurance is unrelated to this complaint. However:
  If their insurance covers damages, why are they refusing to take responsibility?
  Their refusal to compensate contradicts their advertising and raises questions about their insurance practices.
  
  Unauthorized Credit Card Charge
  
  MOVE IT. *** now claims that by paying the deposit with my wifes credit card, we agreed to let them charge it for the final payment.
  This was never clearly disclosed at the time of booking.
  They did not inform us that her card would be stored and automatically charged later.
  The estimate was issued in my name, yet they charged my wifes card without notice.
  No proper contract was providedwe were only asked to sign an estimate. The first page was labeled as an estimate, while the second page contained only my signature at the top, with the lower portion left blank. The actual terms and conditions were on the third page.
  
  Payment Process Concerns
  
  **** ****** called us, stating we needed to pay a 25% deposit immediately to secure the moving date (Saturday, December 30), as they were extremely busy.
  Since I was unable to pay immediately, I asked my wife to complete the payment.
  **** did not inform us that the company would store her card information.
  Paying a deposit does not imply consent to store the card or charge it again later.
  While the estimate (not contract!) states that "payment shall be in cash, debit card, credit card, or e-transfer," **** specifically requested a credit card paymentlikely to store the card details for later charges.
  
  Refusal to Offer Fair Compensation
  
  MOVE IT. **** offer of a $100 goodwill reduction is entirely inadequate given the numerous issues caused.
  
  Requested Compensation
  
  To fairly address the financial burden caused by MOVE IT. ***'s negligence, we request:
  2 hours x $225 = $450
  1 hour 30 minutes (overtime) x $337.50 = $506.25
  Compensation for damaged furniture = $700
  Total: $1,656.25
  
  The Matter Is NOT Concluded
  MOVE IT. *** cannot unilaterally declare this case resolved when their response is incomplete and dismisses valid concerns.
  
  Sincerely,
  ***** ********