Complaints

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• Initial Complaint

  Date:05/12/2024

  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.

  We contacted Miller the Mover to provide us with a quote and dates
  for our upcoming move. . Jill at Miller the mover quoted us approximately
  $****. So we accepted the quote and arranged for the pickup date and payment.
  We had shared with Jill that we were moving some things ourselves and we wanted
  the movers to pack and transport what was left in the house. Prior to the
  movers showing up my wife and I moved and filled a 20 ft enclosed trailer from
  ceiling to floor with furniture and boxes to move ourselves. I believe it was
  October 16th the movers showed up. As we  had not left
  town yet he asked to meet us at the house for him to inspect what was there for
  furniture etc. We did this and during our tour did mention that the household
  plants would be included for them in items to take.  At that time Sheldon
  the mover stated that we had way more stuff than what he was told about and
  that they would have to revise our quote and costs. I was ok with that. 
  
     So we headed south to Pelly SK where we moved to and
  unloaded our 20 foot rented trailer into our new home. The movers showed up the
  next day and we began unloading the semi truck. I helped the movers unload.
  During the unloading Sheldon kept bringing up the fact that we had more stuff
  than he expected and there was lots of packing to do. (which i had advised Jill
  of at the start). After some hard work unloading the semi Sheldon produced
  documents I felt pressured to sign indicating that we had received all of our
  stuff. Then soon thereafter left. 
  
    Days later the realtor and new owner in Flin Flon wanted to
  make some measurements in the house. So we agreed they could go in to measure.
  Upon entering the house they observed that the kitchen range that was left for
  the buyer had a shattered glass top.  And the house plants had been left
  behind as well as boxes containing jars of pickles etc.,. We  were then
  notified of this as we were unaware this had occurred. Being only days away
  from the buyers possession date we were contractually bound to have a stove in
  place for the buyers possession date or we could possibly have the sale of our
  house fall through.
  
   After much discussion and headache the mover agreed to pay
  $1000 to replace the range. We have been continually contacting the Customer
  Service person (Loreen) trying to get our stuff delivered. In one conversation
  my wife had with Loreen she had gone on to say that the movers would pick up
  the rest of the items at the house and deliver them promptly to us in Pelly SK.
  Which never happened. Later we learned that the movers had picked up the
  remaining contents and took them to Thompson. Then a couple weeks later we also
  learned that our stuff was now in Winnipeg. To date we do not have the rest of
  our stuff and no expected deliver date???
  

  

  Business Response

  Date: 19/12/2024

  History - Shipment was Packed and Loaded October 16,
  2024 in Flin Flon MB and was delivered to Pelley SK on Oct 18, 2024. Driver was
  loading a shipment down the road in Flin Flon on October 15, 2024, and went to the
  customer home the day before loading to have a quick look to plan for his
  workload the following day. This was not an official walk-through. Customer advised
  they would not be present at all on day of loading and had provided Driver with
  Lockbox code so he could let himself into the home. It was not entirely clear
  to the Driver on load day if the plants or the open box of pickles were intended
  to be loaded and he could not confirm with the customer as they were not present.
  Customers or their delegates are always to be present when shipments are being
  loaded and delivered to ensure everything is completed to their wishes. Customers
  were not present. All customers are informed in writing at the time the move is
  booked that they are to be present and customer had signed acknowledging same (*** ********).
  Stove Damage – One of the packers accidently fell on
  the stove while reaching across upper cupboards. This claim was addressed and a
  new stove was in place before the new homeowners took possession.
  Items Left Behind – Customer called to advise that
  plants and pickles were left behind. There is no moving company in Flin Flon
  and the Miller the Mover office is 4 hours away in Thompson MB. It took 11 days
  to coordinate trucks & staff to pick up the items left behind. This was
  done in coordination with the local Flin Flon Realtor and a truck and crew were
  sent from Thompson to Flin Flon and back for the sole purpose of picking up the
  items left behind. Goods were then sent down to the Winnipeg office for
  furtherance to Pelley SK with the intention of finding a long-distance unit
  that could do the delivery to Saskatchewan. The customer’s presence would have ensured
  that all items were loaded as desired.
  Reason for Delayed Delivery – Once the goods arrived
  in Winnipeg the weather turned very cold before we could add the goods on a
  unit to Pelley SK. This meant the only option became transporting the plants
  & pickles on a semi-tractor unit where they could be placed inside the cab
  of the tractor. A straight truck cannot be used because the plants would freeze
  and die and the case of pickles would freeze and burst. To further complicate
  this the customer asked that we pick up a sofa from origin as well and this
  requires 2 people to manage the delivery. So the tractor trailer unit needs to
  have a Driver & a helper present to do the delivery, but to date the units
  coming through Winnipeg and heading to Saskatchewan have been single Driver
  only units. This delivery is strictly a logistics problem at this point.
  Plan – Operations staff are working to locate a unit
  after the holiday season that can accommodate the delivery. In the meanwhile
  Ownership has unpacked all the plants and placed them where there is sunlight
  and tending to their being watered. The customer has been made aware of the dilemma.
  And we are asking for a bit more patience until we can finalize the delivery of
  these items.