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:23/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This business damaged my property and property at my father’s home during a move. They didn’t tell us about some of the damages and we found out on our own when going through the items. They said they would fix it or compensate us but have done neither. Now they are not responding to me in any way. They broke my desk, damaged freshly painted walls and scratch hardwood floor. They damaged my great grandmothers gramma phone and stained a couch cushion. At my father’s home they damaged wall paper, a door, and wood panelling.

• Initial Complaint

  Date:16/08/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Hired this company to do our move. Had insurance with them for if there was damages when moving. Our items arrived with multiple items damaged. Provided proof of photos of all the damaged items that same day. Has been over 7 weeks since the move with no compensation. I have been getting every excuse in the book. When I initially submitted the claim the guy told me it was submitted and be a couple weeks.
  * **** * ******* **** *** ************ *** *** ******* **** ***** ***** ***** ********* ******* *** ****** **** ** *** ************ *** *** ******** Went through all different guys in company and now the big boss Rotimi. They are not giving me proper compensation from the damages with proof of what the furniture costs with receipts. I have tried many times to resolve this issue. Now I want a refund.
  This company is trying to get away from paying me the damages that they have done to our furniture.

• Initial Complaint

  Date:23/05/2024

  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.

  Move on April 6th, 2024. Movers broke my baby's furniture, told me they would repair it, repair person told me thye could not. Owner called me and conviced me that he would personally handle my issue, said he would put the claim through the business insurance to see if the dresser could be replaced. Is now ignoring my calls and emails.

  Business Response

  Date: 18/06/2024

  Hello,
  ****** *** *** ********* This job was done completely and two items were reported damaged. I spoke to Hadia that the items will be repaired. We sent in the Insurance assessor cum repairs contractor. One of the items that is repairable was fully repaired (*** *** ******** *** ************ *******) the other was repaired but the stand is not repairable because it is made with paper therefore not covered by insurance (*** ********). **** *** *** *** ** ******* **** *** ***********
  

  In this case, and in spite of bad temperament and insults we treated Hadia like a valued customer.

• Initial Complaint

  Date:25/01/2024

  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.

  I hired two men in a truck to do my move and I was miss quoted and charged over $*** more than they told me the cost would be. I confirmed that they were insured because I had an antique dining room suite that was being moved and they confirmed to me that they are insured. After the move, I realized my four year-old TV is completely damaged to the point where it’s destroyed, and they broke my TV stand and a shelf on my mother’s, antique dining room suite. **** * ********** and they broke my TV stand and a shelf on my mother’s, antique dining room suite. When I called to ask to put a complaint in through their insurance, they told me no. The owner called me a liar, and I had to directly contact their insurance company. * *** **** ** I was missed quoted * *** ******* **** * ***** ** ******* *** I’ve had over $**** in damages to my furniture. They refused to compensate me for my broken items, and they also refuse to put a claim in through insurance.

  Business Response

  Date: 29/01/2024

  We move Teri on January 5 2024. Prior to the move date, there were interactions between her and the Sales manager Joe before the move was finalized for  as estimated amount of $******. At this time we did not know that the move will use the staircase to do the move. As expected this slowed down the process. Right from the beginning she made the job environment very difficult for our team. After torrent of baseless complaints, she insisted we don't talk to the team until the move is completed **** *****. For every move, customers are expected to have packed their item, Teri's clothing were not and there was no boxes. In this case, our team cannot dump her clothing in the truck. I personally drove to the address with a wardrobe box for free. I did explained to her that the travel time will be taken from the bill which we did. When the job was done Teri tipped the guys and she began her plan. She called to inform us that her TV was broken and she needed $*** refund to replace it. It is typical to obtain a release of liability for TV that is not boxed. This was explained to her and she duly signed to release us of any liability. Despite this, from the customer satisfaction point of view, we wanted to replace the TV even though the team told us they did not break any TV. As a proof, we asked her to provide the broken TV. she claimed she has thrown it away and will retrieve it just to call back to tell us the that she couldn't find it. This is just the second or third day. We insist on seeing the broken TV. After the move, Teri swear on phone calls to everyone and even in emails and she  hung up every call. ******* ** *** ***** **** * **** *** ***** ** **** ** **** ***** ********** ******* We confirm that nothing was broken by our team.

  When she came up with number of hours she was charged for, even though we know for sure that she was accurately charged, the bill was explained to her, she signed and paid. We offered and have refunded her a sum of $****

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

• Initial Complaint

  Date:27/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Scheduled move for August 22, 2022 at 9am. Movers arrived at 11:00am. Damages caused to items due to only one person moving the items down the stairs. Did not file a complaint for those minor damages. The two movers forced my couch out of the door incorrectly and this resulted in a hole in my apartment ceiling. Was told by the two movers that it would be covered 100% by their companies insurance for the cost of the repairs. During the move Cathy ******** from the companies office called to see how the move was going. She let me know that the damages would be covered 100% and to submit a receipt to her once it is repaired showing the cost of the repair. The two movers at the end of the move completed a damage report which I signed. They did not give me a copy as they said Cathy would give it to me. Was told again by the movers that it would be covered 100% and to submit my receipt. Submitted my receipt to Cathy on September 22. Did not hear back from her. Followed up with her multiple times via phone and email. She finally contacted me back in November to tell me her manager Rotimi ****** was looking at this. Called the head office in Ontario in December as no one was contacting me back or would answer my emails or phone calls. Rotimi (the franchise owner) finally contacted me on December 12, 2022 to tell me he would only pay $*** of the $*** in damages. I explained I was told it would be 100% covered and he said no and that I should have used his contractors to repair it. This was never told to me and my apartment building that I moved out of uses their own contractors. Rotimi was very rude to me and said he would get back to me. I have not heard from him since. He is ignoring my phone calls and emails. I contacted their head office in Ontario again on January 25, 2023. She said it is up to the franchise owner to call me back and refund me. She cannot refund me any money on her end. I still am being ignored by the company and have not been refunded.

• Initial Complaint

  Date:09/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Two Men and a Truck moved my belonging from *** *** ****** ** ******* ****** on November 29, 2022. My washer door handle was broken and I did not realize this until the plumbing company came to install my washer and dryer on December 21, 2022. **** ********. We then noticed the door handle was cracked and the plumber temporarily glued the handle back on. I want the door handle repaired and if it cannot be repaired I want the entire door replaced.

• Initial Complaint

  Date:03/01/2023

  Type:Delivery 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.

  During a move from ******** to ******** ** a glass desk went missing. Numerous attempts to resolve with the company have gone unrewarded. Basically they claim we are responsible to itemize every thing delivered prior to the truck leaving. Drivers have been interviewed by management and warehouse has been searched without any positive results. Company claims we are at fault *** ********* ***** ** ** ************ ** ** **********.
  
  The table in question was in good condition. I have a picture of same. Replacement cost including tax is approximately $****** which I would consider a reasonable solution.

  Business Response

  Date: 06/01/2023

  We had the honor of serving Mr ****** on the 16th of December. The move was done from Mr ****** old address to his new address without any stop over in our storage. The item in question as can be seen in the picture is not tiny, so, it can be seen easily. According to our record and the document signed by Mr ****** when the move was completed showed that nothing was left in our truck after unloading. Our protocol checks affirmed the same. Our experience is such that things could get missing at different stages of moving. In this case, and based on records attested to by him **** *** ********* the item didn't get missing in our hands. Therefore, we have no refund to make unfortunately.

  Customer Answer

  Date: 06/01/2023

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

  The item was lost by the movers - I reject their insinuation that I am responsible - why would I raise a complaint like this unless it was true. Regardless of any documentation I do not have the table *** ******* ************ - likely the table which was glass was broken in transport *** ************ ******** *** 
  
  
  
  Sincerely,
  
  
  
  Murray *******

• Initial Complaint

  Date:20/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On August 17th Two Men and a Truck pick up some furniture from the condo for delivery to **** street. At this time their delivery truck damaged our eves by backing into it. This was witnessed by our neighbor as well. Also, there was significant damage done in numerous areas to the wall running all along the basement stairs. Immediately while the crew was still here we contacted the business and spoke to Cathy who assured us they would cover the cost of the damages. We sent along pictures as well. Upon further contact, Cathy said to get it fixed and then submit the items for reimbursement.
  
  We have been trying for months via email and phone without any response at all or reimbursement.

• Initial Complaint

  Date:02/12/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Sep 2, 2022
  Contract: ~$**** (paid Sep 3) to safely/securely move Dauphin-Wpg.
  Dispute: Damages; contract indicates customer may need to cover $*** insurance cost, which we’re willing to do.
  -Door. Movers arrived without tools. Not being able to disconnect door hardware resulted in damage. $** repair cost; paid.
  -Hotel. The truck arrived 3 hrs late from Wpg on Sep 2 requiring an overnight stay (as the apt didn’t allow move-ins after 10pm); we paid $***. (They were also 2hrs late on Sep 3 & slow to unload, resulting in another company waiting to move their customers in; ********** **** **** * poor communication skills didn't help.)
  -Piano. Before the company was hired, we specifically asked if they were prepared to handle a piano move. They assured us they were. The lack of skill in bumping the piano down the front stairs was difficult to watch; made worse when we noticed damage on both ends of our piano on Sep 3.
  Attempts to resolve the dispute:
  On Sep 3, pictures of the damaged door & piano, & hotel receipt were emailed to the company. During a follow-up phone call the following week, the receptionist gave the impression that our concerns would be addressed asap, ie that the damage & hotel costs would be reimbursed. She suggested we obtain an estimate for piano repairs. We did that, and the piano repair company with the lowest estimate ($***) submitted it directly to the company.
  We did not hear back from the company, so made additional calls, eg Sep 12, 27, 29, Oct 14, 15, 16, 17, 18, 20, 22, 26, 28, 31. The first few phone calls were answered & front desk staff were very positive. On Oct 14 they assured us that the manager would be giving us a phone call the next morning when he returned from dealing with a family matter. On Oct 16 they said “the manager is definitely back tomorrow & will deal with your issue”.
  Since that time, we have reached out about once every 2 weeks. Phone calls have not been answered & emails have not been replied to.

• Initial Complaint

  Date:08/11/2022

  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.

  September 12, 2022 we moved from northern Manitoba to Winnipeg via Two Men and a Truck, charging us $4,560.87 (our estimate which they make you pay upon unloading) Email says they charge $135/hour to load & unload but it says estimate provided is not a fixed quote, after 3 hour minimum you pay only actual time that is used.
  Upon unloading our rocker/recliner has a tear but guys said they took pictures & submitting then we can make claim for it; also charged us for 10 1/2 hours load/unload and it only took them 2 1/2 hrs load & 2 hour 40 min to unload, pics to prove this.
  Upon many tries through email, which they said they were working on, we had to drive to Durand Road to talk with the President Rotimi and office staff scrambled to get paperwork in his hand; who claimed he would answer next day. He offered in email on Oct 19 $100 to repair the chair and 2 hours reimbursement for load/unload time.
  After getting quotes for repairs it will cost up to $450 for repair to chair so this offer is not fair; also 2 hour reimbursement time for load/unload is not fair.
  We have reached the complaint dept. in Toronto and reported this and keep hearing from them that Rotimi says he is reaching out to us but to this date November 8, 2022 we have heard nothing for this claim nor will he send us papers to properly put claim against them for repairs.

  Business Response

  Date: 08/11/2022

  We move Mr. and Mrs. ********** and they both spoke glowingly of their experience with our driver and Mover. Their concerns were a little rip on their recliner and hours charged for. At a meeting with the couple we did explain our charging process for long distance moves. We give quotes to avoid surprises. However, after the explanation, we still offered to refund 2 hours to them plus $100 for the damage. As a follow-up we made an offer of $400 and this is still the table and seems to be the most reasonable we can do in this instance.

  Customer Answer

  Date: 09/11/2022

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

  ***** *********************
  Date: November 9, 2022 at 8:45:07 ** ***
  To: Rotimi ****** **************************
  *** **************************
  Subject: RE: Damages Resolution
  
  
  *Thank you for responding to us, as its almost two months since the movers put the papers and claim in on our damaged chair.
  As a business owner we are sure you know the cost to do things and so we submitted pictures, apparently you are calling it a small tear, to upholstery places here and the cost to repair is $400 or more; one place even told us the whole chair needs upholstery as you can’t repair a “tear” in furniture.  Please revisit, and feel free to share the picture with upholstery people to get an estimate if you like. *** ******* ** **** *********
  In email dated Sept 6, 2022 @ 1:22 PM the clause says:
  “in the unlikely event of a damage, you must notify us….and when we receive complete payment for your move prior to assessing any damage claims”  We did this.  Is this part in your info sheets you give customers * ****** ** ** **** ********* ********
  You were paid in full and now you will not pay for fixing our chair.  ***** ** ****
  Also it says info:
  “the estimate provided is not a fixed quote, after 3 hour minimum you only pay actual time to complete the move”  ** **** **** ** **** **** * ****** ********
  It is sad that we have come to the point where now a days businesses *** *** ******** *** do not stand behind what they give to customers.
  We feel we should receive at least $700 cheque from you for upholstery fees and time not used for load/unload.
  Please email us with an answer back as we want to know about the above 2 statements your company says and whether they are true or not?  Also the fee for stress of begging a company for what should have been offered to us in the first place, after damage as you can not repair a chair for $100, sorry.  
  Vern and Dawn *********
  
  
  
  
  **** **** **** *** *******
  
  From: Rotimi ******
  Sent: Tuesday, November 8, 2022 10:51 AM
  *** *********************
  ******** *** ******* **********
  
  Hello Vernon,
  
  Please note that we will be willing to pay you a sum of $400 and that is the best we can do in this scenario. 
  
  Thank you for your understanding.
  
  
  Rotimi
  
  
  **********
  
  
  
  **** *********