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:24/06/2024

  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.

  Total movers provided us an estimate of our move. The move occurred on May 24, 2024 it seemed to go alright, not the best, had trouble with fitting all our furniture in the truck and did leave 3 or 4 things behind. They were told ahead of time , we had a grandfather clock to move. I was assured it was no problem. After a few days we tried to get our clock running. I opened the clock to find a big scratch be hind the pendulum and it would quit keeping time after a few minutes. I phoned total movers and they said they would send someone out. After 3 phone calls , they still have not responded. This is a heirloom clock that had inherited from my Aunt, I would like it to be repaired.

  

  Business Response

  Date: 24/06/2024

  Dear Valued Customer, 

  As per our policies and previous conversations we do require our claims form to be completed before any repairs can be done. 

  We apologize for any damages that may have occurred during the move, and will assist where we can to fix this issue. 

  If you have any questions or issues with the form please call our office at ************* 

   

  Regards,

  Total Moving Winnipeg

  Customer Answer

  Date: 26/06/2024

   
  
  Complaint: ********
   
  
  I am rejecting this response because: I have received the response in regard to my complaint from Total Moving. It is totally unacceptable in my opinion, the company wants me to pay ****** deductible for their insurance. They are the ones that have damaged my clock and should be repairing it at no cost to me. ********* ****** ********** 
  
  
  
  Sincerely,
  
  
  
  Britta **********

  

  Business Response

  Date: 26/06/2024

  Hi Britta,

  We're more then happy to have a conversation with you regarding waiving the deductible payment for this claim.

  Once we receive the claims form, our claims manager will call and discuss further. 

  Regards,

  Total Moving

• Initial Complaint

  Date:19/10/2023

  Type:Billing 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.

  Oct. 17, 2023 We hired Total Moving on a recommendation from Brenda *******a manager at ***** ********  They offered a a small discount but
  more important was the fact that they knew the building we were moving into
  very well.  They knew AM only had a small elevator and they could not put
  it on service and interfere with the guests as many had walkers etc.
  We hired them and paid them ********* ***********
  which they insisted on before they would book us for Sept 28. (I told them it
  was mostly large items (like TV, tv stand, a large buffet/hutch,2 dressers and
  one king sized bed, kitchen table and chairs etc.  I described all the
  large items and told him there were not that many boxes because my wife and
  sister in law made 5 trips with our van already - we were moving into a 2 bdrm
  suite at the retirement home so it wasn’t that large.  My wife got the
  keys 2 weeks before we moved in. I did not say there was 8 boxes as they
  claim.  Colby **** in particular, and/or Kevin **** to me about other
  things as well but only on the phone, which they knew I didn’t have a written
  record of. I offered them to come out or send a man out and look at what we had
  but he said he didn’t have time to visit in person.
  
  They quoted us *** (their estimate which we were not
  given a copy of till later shows ******) but they told us ****** on the phone.
  
  They showed up on Sept 28 around 8:30, were loaded
  pretty quickly (they used our dolly as well as their own) and left for ***** ******* shortly after 10, a drive of 20 minutes even on the truck -it took us
  10 to 15 minutes by car.
  
  About an hour before they left that afternoon, one guy
  said it was taking longer than they thought and they would have to charge me
  extra.  I asked how much.  The guy replied It would be a little
  over the estimate but not much. 
  
  They used the numbers of the original credit card and
  charged us ****** more than the quote or ******** total. They had told me on
  the phone they needed the 3 numbers off the back of the card- I think he called
  it the cv number.  I thought we could trust him because of his history
  with ***** ******* 
  I’d like to point out we received no
  bill or paper of any kind from Total Moving. 
  They only provided the quote after the move because I insisted they do
  so.  All the paperwork we got from them was all provided by
  e-mail.  In the e-mails, the quote was suddenly only an estimate
  totaling ****** based on what I provided to them or so they said.  ***** they called it a quote on the phone!
  Colby **** has never been to either home.  He has
  never seen the goods moved.  He was reluctant to send me anything
  written.  ** *** **** ******* ******* ** *** ****** **** *** ***** ** * **** ********   
  He told ****** ** at ***** *******, that he would come
  to see her but never showed up or returned her calls.  He still hasn’t as
  far as I know and I’ve received nothing more from him.
  * **** **** ** ****** ** ******* * **** ******** ******** ****** * *** **** **** * **** ****  ** **** ** ** **** *** ****** ***
  ** **** *** * *** ** ***** ** *** *** *** **** **** ****** ** ******** ***** ** *** **********  ** *** ***** *** **** **** ** ****
  ***** *** *** **** ********** ** **** ******
  
  ***** ****** *****
  **** *** ******** **
  ********* ** ******  *** ********

  

  Business Response

  Date: 19/10/2023

  Hi Stuart and BBB,

  Stuart we responded to your claim, you had double the items you told us which is exactly why your estimate was void and you were billed more. We have proof from our movers and your move in residence that you had all the extra items. **** **** ** ****** ** **** ** **** ** *** ** *****

  ****** **** ** * **** ** ************ **** *** ********* *** *** **** *** **** * ***** ****
  
  

   

  Customer Answer

  Date: 09/11/2023

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

  To resolve this matter, Total Moving must do the following:

  Pay for the damage to the mattress which Colby took responsibility for.  He took a picture of the mattress showing the damage done.  He said *** would cover the damage but has never done anything to our knowledge.

  The bill was over charged by ****** and we asked for half of it back.  We want that *******  The check from Total Moving for ****** and the ***** coffee card he offered us is sitting here.  He refused to take them back as I told you earlier

   To sum up, we want ****** plus *** for the mattress. 

   

  Stuart *****
  
  

  
  
  
  
  **********
  
  ***** ****** *****

  

  Business Response

  Date: 15/11/2023

  I’ve reached out to this customer multiple times. They had double the items from what they had told us leading to their job running long. I actually sent three extra movers to get their job done at no charge as they are aligned with ***** ******* a retirement facility we work with closely. No extra charges for that was not enough. I firmly believe we owe this customer nothing and if anything they owe us more money. 

  * ***** **** ***** **** ** ***** ** *** ******* *** **** *** **** ******* **** ***** ******* *** ** *** ******* ** ***** *** ***** * **** ***** * **** ***** 
  
  *

  I went out of my way to still settle with them and have a cheque delivered and as far to go over to their place at ***** ****** with direction from my contacts to smooth this all over in which I brought them a gift card and offered to settle for more money to which Stuart began his yelling again and then demanding more money than he was originally asking for… 

  I’ve done all I can do to resolve this matter and in my eyes and my businesses it is deemed closed. ** ***** **** *** ******* ** ***** ******** ******* ** ***** *** ** **** * **** ******* ******* ***

  Thank you for reaching out.

  Thank you,

   

  Colby ****

  General manager

  Total Moving

• Initial Complaint

  Date:29/08/2023

  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 were moved by Total Moving Winnipeg on July 24, 2023. Invoice #*****
  Because of false information, we were charged for 20 boxes plus delivery. We were told by the sales coordinator that we would only pay for the number of boxes that were used and he neglected to mention a delivery charge , only saying that they would drop the boxes off the next time their truck was in our àrea. Due to the boxes late arrival, just two were used. After a very stressful *** ********* conversation on moving day with the General Manager, who threatened to take us to court if we didn't pay up right then, over the phone, without an invoice, the moving crew put the 18 remaining boxes back in the truck and returned them to the facility . The GM informed us of the delivery charge and also said we couldn't return the boxes. Since that day we have been attempting to get a refund of $****** for boxes and delivery. Two weeks ago, after numerous phone calls, we were promised a refund, however, there has been no refund.

  

  Business Response

  Date: 13/09/2023

  ** **** *** ****

  If Kevin had said there will be a refund, that is incorrect. We have you requesting a delivery of the 20 boxes which were brought the day before hence your delivery charge and box charge. We only charge for the boxes used if you are actually using our packing service and have us completing your pack. 

  In your case you requested 20 boxes, I the owner came and drove them too you (Delivery Fee) which still hardly covers the fuel and my time away but of course were happy to still deliver to our customers. I don't understand why it would be thought we should offer a refund for the boxes and delivery you requested.

  Thank you,

   

• Initial Complaint

  Date:28/08/2023

  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 them to not only move; but advise what is needed. My mattress (expensive) was never covered as they never advised me of this and I only found out after watching them handle it. the side of it was rested on the ground several times so they could reposition a hold on it. It was placed in the moving truck resting on who knows what and whatever lurks in a moving vehicle. I sent a video of them unloading at my house which showed them resting the side of the mattress at the bottom of the truck ramp onto the road and I witnessed the mattress being dragged up my door steps and on the threshold, I sent several emails along with the video and asked them to get it cleaned (approx. %79 + tax; but they stated I needed to forward them $*** first as a deductible. They want me to pay for something that I hired them for and never received. Their unprofessionalism is not acceptable, and I've found out since the move that a mattress bag should ALWAYS be used. Had they told me, I'd gladly have paid to have one; but that never happened and I feel that because of their negligence they should as a business and in good faith admit they were at fault and pay for the cleaning vs asking me for a deductible that basically had me pay for the cleaning. Yes I had paid for insurance for damage; but the fact they never offered or advised me a bag was needed, they are in reality asking me to pay. They need to own up and admit they erred and in good faith, steam clean my mattress without asking for me to pay a deductible which is more than it would actually cost me to get the mattress steam cleaned myself.

  

  Business Response

  Date: 28/08/2023

  Hi, 

  As we went over with this customer, we sell mattress bags. We would have happily brought one and moved it with the mattress but we were not advised too. Some customers do not want to pay for these, we are fine with that. The customer not purchasing a mattress bag does not fall on us unfortunately. *** ** ****** *** ******** ** *** ***** ** ** ***** **** ***** ******* Our trucks are kept clean.
  

  thank you. 
  

   

  Customer Answer

  Date: 29/08/2023

  As I said I was NOT advised that a mattress bag is a necessity. They DID NOT tell me nor did I even know such a thing (Mattress Bag) should be used. Of course I would have paid for a mattress mag which is relatively cheap considering the value of my Stearn & Foster Mattress. As for trucks being clean, I'm talking about the fact it has carried other peoples belongings and who knows what their stuff may have had. Not talking about a 'physical' stain. Mites, bed, bus, air borne spores, etc., etc. ** *** ******* *** ******* ****** ** * ** ** ***** **** * *** ****** ** ******* **** ****** ******* * * ********** ********** ***** ****** ****** **** *** **** ** *** ***** **** ** ***** ** ** ********** *** ********** ***** ****** **** ***** *** ****** ** **** ****** ******* ***** **** **** **** **** *** ******* ****** *** ** *** ***** **** *** ****** ** **** *** ***** ** ** ** **** ******* ***** *** ******** *** ** *** ***** ****** *** **** ***** * **** *** *** ** *** ******* *** ******* ** **** ** ***** ****** ** *** ***** ****** ** *** ***** ** *** ***** ********* *** *** I searched out and find out that a mattress bag is a must and any company that is hired should always recommend one. This did not happen, otherwise I would definitely have purchased one. **** ******** * ****** ***** ** ***** **** **** ******* *** ******** **** *** ***** *** *** ******** ** **** *** **** ** *** **** ** *** * ****** **** *** ** ***** *** ******** ** ******** ******* ** *** ***** ***** ** ****** * ****** ***** *** ***** ***** *** **** **** *** ***** ** *********. As I said not about a physical stain, it's about what the mattress was exposed to in the truck, road and whatever else. I simply asked for the mattress to be steam cleaned because of their unprofessionalism as their claim to be. 

  

  Business Response

  Date: 20/09/2023

  Hi there,

  Thank you for reaching out, I don't know what more to say we reached out to the customer and added it in the BBB notes, we sell mattress bags, the customer never requested one. Our trucks our kept clean, our movers may have put the mattress down for a second to adjust grip as all do but it certainly wouldn't have caused anything that would amount to needing a professional cleaning on the mattress and to reiterate as well we sell mattress bags that could have bought. Some customers do not want to pay the extra so we don't add them to their bill and assume. 

  We truly don't believe we are at fault for this and appreciate you reaching out to see our side of the situation!

   

  Thank you,

  Colby ****

  General manager

   

  Customer Answer

  Date: 20/09/2023

  Total moving keeps saying they sell mattress bags. As I was someone that had never moved, never knew anything about the Mattress bags and yes they are negligent in advising me about them. And yes I’m sure some cut don’t want to pay for them; but as I have repeatedly said they NEVER told me there was such a thing as a mattress bag and IF they had, I surely would have purchased one. **** *** ***** ** *** **** **** *** *** ** ***** . This is not acceptable and no matter how much they try to suggest they acted in good faith and advised me about their ‘accessories’ and services they offer, THAT DID NOT HAPPEN!!  

• Initial Complaint

  Date:14/07/2023

  Type:Billing 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’m contacting you regarding the company Total Moving Winnipeg.
  
  I called and booked them for a move at the end of February 2023 and paid a $*** deposit to hold the date.
  
  On the day of the move they arrived and wandered through my house and said they had to make a call and would be right back.
  
  One of the movers came back and informed me that they were not going to be able to move me claiming that I was not move ready and they felt that my furniture was dirty and possibly had bugs.
  
  I was very surprised by this as I am not sure why they were judging me and my furniture, one loveseat and antique chairs. The rest was boxes and wood furniture and beds.
  
  I began to cry when they told me they were not going to move me and the one mover that stayed in my house just stood there until I asked him to leave.
  
  Now they sent me an invoice for $*** stating that I didn’t cancel within the 24 hour cancellation period. The invoice though states that they refused to move me due to feces (my 6 month old puppy had an accident) and boxes not packed properly and there was an empty pizza box on the floor.
  
  I did find ********* movers and they showed up within the hour and they came in and immediately started to pack their truck and moved me with no problem at all.
  
  I have reached out to Colby **** and he was condescending and laughed while using my name like we were familiar. He sent me his photos of proof that I was at fault for them not moving me and there was one photo of the tiny poop from my puppy, a photo of a pizza box and a photo of the bed. *** * ****** ***** **** ********** *** * ** ***** ******* ** **** ******** ****** ****** ** **** **** ****** *** *** **** ***** ***** ********

  

  Business Response

  Date: 14/07/2023

  Hi Diana,

  Thank you for your review on BBB, I recently spoke with a lovely lady Gemma on part of you to workout a settlement that I was going to be sending her for yourself. Having seen this though I'll reconsider! Unfortunately, I will not make my movers move items around with feces on the ground and seeing the shape your place was in. I've communicated that fact to you several times and I think it's a very fair policy.. **** ***** *** ******* **** *** *** **** *** ******* ****** ** **** ** **** ** **** **** **** ***** **** 

  With this said we also have cancellation policies I pointed out to yourself that were sent plenty before your move stating that cancellations/jobs not being move ready within 48 hours of their move must pay a full estimate, hence why you are being charged. These are our policies unfortunately. We feel for what ever disability you may have but it doesn't change the fact we need to make money as a business from our bookings and there's fee's to be paid if you cancel last minute or in your case are not move ready when we showed up. I would have been happy to have come to a settlement with you over the phone or on any of our many talks but instead you choose to yell and scream about the situation when we state facts making for unproductive calls.******** *** ******** *** ****** ***** **** ** ***** **** ** ***** ** **** **** *** **** *** **** **** *** **** ** ** ************** ****

  Customer Answer

  Date: 17/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The statements made by Colby **** are false and derogatory. I did not cancel the move they refused to move me. There was NOT feces all over the house, there were two tiny pieces from a 4 month old chihuahua puppy that I didn’t notice. I had no trouble with the other moving company that did move me. This is absolutely absurd and obviously a **** to refuse services and then use their cancellation policy to collect large amounts of money without actually doing any work. They just didn’t want to move in the snow and cold. I have moved many times and I have never had any trouble with any other moving companies. **** ******* ***** ** ** ******* *** *** *** ***** **** ****** ** * ***** ******* * ** *** *** ***** ****** **** **** **** **** *** 
  
  
  
  Sincerely,
  
  
  
  Julia ********

  

  Business Response

  Date: 18/07/2023

  Hi Julia,

  This conversation is no longer productive. We are not going to continue to talk on this matter. ** **** ***** ** *** ** ****** *** ********* **** *** ***** ** ** **** ***** **** ** ** ******* *****. Anything else can be resolved in court.

  Thank you.

• Initial Complaint

  Date:12/12/2022

  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.

  When I
  first contacted Total Moving to inquire whether or not they were available to
  move my belongings from my one-bedroom apartment on ****** ****** to another apartment
  on ********* *****, I was told they didn’t have a truck or employees available for
  September 28, 2022. However, I was subsequently advised later by Mr. Colby ****, total Moving salesperson, that they would be able to move me after all.
  After submitting a list of my belongings to be moved, I was given a quote and
  an estimate of five hours to complete the job.
  On moving
  day, three young men arrived to start the move, I was somewhat skeptical at
  this point ** **** *** *** **** **** ************ movers *** **** were not
  wearing uniforms or name tags as was stated they would be in Total Moving advertisements. * **** ******* **** **** **** *** ************ ** ********** *******
  Despite me
  having provided Total Moving with a list of my things to be moved, the men had
  to contact their office several times to see what was to be moved. It appeared
  there was confusion so much so that a supervisor (who was wearing a t-shirt with
  Total Moving logo) came to the apartment to show them the list of things to be
  moved.
  The move
  actually took seven hours to complete, and I was charged for the two extra
  hours. It should be noted that they left behind a rug, seven or so boxes, and
  some clothing that was bundled for easy handling.
  Out of 12
  pieces of furniture they moved, seven were damaged. When my sofa left the apartment,
  it was clean and covered. When it arrived at the new apartment, it was
  uncovered and dirty.
  My dining
  room table was brought into the new apartment and placed unprotected and upside
  down on the floor. The tabletop was subsequently damaged from the dirt on the
  floor that was tracked in during the move. In fact, none of the furniture
  brought into the apartment was covered or protected in any way.
  Wooden
  blinds were amongst my belongings. They fell off the dilly and a wooden slat
  was broken right in front of the mover and me.
  When moving
  into the new apartment, several times my belongings were left unattended and
  blocking the elevator and aisles on the first and third floors in the building.
  Residents were inconvenienced and forced to navigate themselves around these “blockades”.
  This was very unprofessional and, in fact, dangerous if there had been an
  emergency.
  I have been
  in contact with Total Moving and started a claim using their claim form. At no
  time would anyone come out to see the damage to my property. They asked for pictures.,
  which I sent a couple of times, and they weren’t satisfied with them, but still
  would not send anyone over to inspect the damage in person.
  Despite
  several call and emails, they still have not sent one of their employees, or
  even an independent person, to inspect the damages. They asked for the pictures
  again, and after all that, I was told that my time was up for the claim.
  This is
  totally unacceptable behaviour on the part of the movers.
  Judy
  Chorney,
  November
  30, 2022
  
  

  

  Business Response

  Date: 29/12/2022

  Hi Judy,
  
  I want to remind you that we need images that clearly show the damages and what piece of furniture they are on for a claim to be processed. We asked you several times to provide additional clearer photos in a timely manner, but you did not. As previously communicated, we denied portions of your claim due to the photos' uncertainty. I have included a summary of the outcome of your claim based on the images you provided.
  Regarding the arm of the sofa, it appears that the couch had another furniture item pressed against it, and over time, dust has collected on it. It does not appear to have been caused during the move or require professional cleaning; therefore, we have denied this portion of your claim. The photos of the table you provided show general wear and tear, such as heat stains. I do not believe it is reasonable that Total Moving caused the wear shown on the table, and therefore we denied the claim on the table. As per your replies, we have previously asked that If this does not align with what you believe is damaged, to provide appropriate photo evidence. We have offered to repair the buffet, as I think it is reasonable that the scratches were caused during the moving process; however, you did not approve the outcome to move forward with the repair. 
  
  Best,
  Total Moving

  Customer Answer

  Date: 13/01/2023

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

  I never asked them to repair anything but the sides of the dresser but they said the top was damaged. Like the table both are used on top and can easily be repaired by me in time.  The table was gouged...I cannot repair that like a water mark.

  The table was laid down by the mover uncovered and set face down on a bare floor in the middle of the room.  We had to walk around it also.  I take very good care of my furniture ...it is well looked after.

  They rejected my claim for the sofa being being dirtied by them.  They brought it in uncovered  which I saw (as well as the dining table) . When I sent them the picture of the dirty sofa they said  it was dust and I placed something beside it.  I have 

  never had anything beside it my former apartment was too small.  The sofa was new when I moved there.  Also I don't know how they think they  can see dust when they can't see scratches on the other pictures which are more clear than dust.

  I do know for sure though that they sent me unqualified movers.  They were booked the day I wanted to make the appointment then they phoned me back later and said they could move me after all.  Well they sent 3 inexperienced young men to move me.  They did not say their names or wear names tags or uniforms.  A supervisor came by for 15 minutes to tell them (later in the day) what to move.  They were unsure of the boxes.  Also one young man was on his  cell 3 or 4 times in the first hour of his arrival.  When I mentioned this to Colby **** he said he was on the phone to  him getting instructions.

  **** ** **** **** *********** ************ ****** ***** ***** ******* ***** **** *** *** * ********** *** ***** **** ** ****** *****  They took  extra hours to do the job and it was not completed.  They said they had to be at another place.

  The wooden blind was broken right in front of me when it fell off the cart.  I sent them a very clear picture but they decided my time was up to send the picture.  Too late.  I had sent one previously but they said they  needed a better picture.  On their claims form it does not say anything about having a deadline for pictures.  **** **** **** ** ******* ** **** ** ***** **** ** *******  They would not repair the buffet unless all the claims were settled.  Well I can't settle on them telling me no we can't see the damage or they reject the sofa damage.  

  I have also asked them twice to come to see the damages themselves but they won't do that either. 

  I sent them a final email twice and they did not respond to it after 2 - 3 weeks of waiting of waiting for their response.

  This is just a brief description of what I have encountered with them.

  
  Sincerely,
  
  
  
  Judy *******

  

  Business Response

  Date: 14/01/2023

  Hi Judy,

  Once again, we need evidence of damages to proceed with a claim. In the images you provided, there was not an apparent gouge. The only damage appeared to be heat damage from general wear and tear, not damage that could have occurred while moving.

  We stand by the fact that the couch was not dirtied by Total Moving as in the photos you provided. It appears that the sofa had another furniture item pressed against it, and dust has collected on it over time. It does not appear to have been caused during the move or require professional cleaning. We stated several times that if you disagreed with this, we needed a photo that shows the damages you are referring to, we have asked for these several times, but you did not provide them.
  Our movers are all trained and qualified. They do not wear name tags as the pinned version could easily damage furniture, and the lanyard version is unsafe when carrying heavy objects. You were provided with the mover’s pictures and names ahead of time. As previously stated, Colby was not on the phone instructing/ directing them. It is our policy that our movers check in with the office, and spoke with Colby for that purpose.

  The photo of the wooden blind is unclear about what was damaged. If you wished to proceed, we needed clear images, which you did not provide. Although we give a generous 30 days from the move date to provide all necessary documentation, we advised you several times, and you did not do so. Its been 3 months since your move I do not believe it realist that we can accept these photos any longer.  Once again we have offered to repair
  the buffet, as I think it is reasonable that the scratches were caused during
  the moving process; however, you did not approve the outcome to move forward
  with the repair.

   

  Thank you,

  Total Moving