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:19/08/2024

  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.

  Went with Globe because they came in house to do an evaluation of our space and they came back with a competitive quote. Day of, sent two of the slowest movers I have ever worked with and ended up charging us $*** over the quote. They had to send additional crew and the guy(who was the only one who seemed to know what was happening) **** ******** **** ** **** ***** ******* ********. The two initial guys did not read English which means they couldn’t read the words ‘fragile’ and ‘glass’ and they kept putting things in the wrong place, why they weren’t paired with more experienced movers, I don’t know. When we went to talk to the company about our concerns we were basically told that we should be happy it was only $*** more and we didn’t know what we were talking about. Overall we were treated very rudely by office staff. At the end of the day all we asked was to be charged the amount we were quoted. ** * ***** **** **** **** **** *** **** * ******

  

  Business Response

  Date: 19/08/2024

  We are sorry to hear the client was not happy with our decision.  Client does fail to say that the move started with them and us not knowing if the client had a home to deliver to because there was issues with lawyers, etc.   The agreement for the move for the final cost was, actual work time to apply, plus one hour travel time.  Globe did investigate the entire days events multiply times.  The crews where all talked to individually to get everyone's comments.   We where short staffed to start the day, but qualified movers where sent on the job.  The crew that started the day does communicate with other crews and clients using the translation app on their phones and have not had any other complaints from any other clients.  The move was to have 3 movers, so we ended up sending a second 2 man crew and then a 3rd 2 man crew.  We only charged the client based on a 3 man crew with the correctly  tracked time for a 3 man crew based on the crews GPS in our trucks.  We did not charge the client for the 2 extra trucks and the extra 3 men that was sent to complete the move.  When we did add up all the times used for the move, the bill would have been almost $*******, but that is not what client was charged because we acknowledge our shortage to start the day.   Client is not due any adjustments.  

  Customer Answer

  Date: 19/08/2024

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

  The issue with the lawyers had no impact on the move. The money cleared and we gained entry to the house by 1:30pm. The movers did not get to to new location until 3.

  We were told the crew was ready to go to the new location so I headed out to meet them, it took them over ab hour to get there from when I arrived. The new location was 5 minutes, by bike, from the old location. The crew was waiting at the old house for skip the dishes to be delivered. 
  

  The extra crew were needed at the end of the day to compensate for how slowly the crew moved in the morning, we should not be charged because they cannot work efficiently or effectively, or by their own admission, provide the correct number of individuals from the get go. **** *** **** ** **** **** ******* ********** **** *** **** *** ********* **** **** *******
  

  Then at the end of the day the invoice we signed was for **** and we were charged **** on our visa. The company  did not give us an explanation for this extra $****

  
  Sincerely,
  
  Tegan ********

  

  Business Response

  Date: 20/08/2024

  Good day, as we have mentioned previously the entire move and charges has been looked at and gone over multiply times and we may add the move was looked at by all upper management of the company.  A complete and detailed investigation was completed to come up with the final cost of the move.  We accepted our fault regarding any issues with crews since we never charged the client for the 3 trucks and 6 men sent to complete the move, client was only charged for a 3 man crew with one truck and charged based on the GPS report for the truck and crew.  Regarding the comment of this extra $******, this is the first time hearing of this question.  Once again we will go over the final billing, but at this point we consider the matter closed.    We are sorry the client was not happy with the service and end result, but we did address the concern of crews and final cost.  We did our best to resolve this matter.  Thank you.        

• Initial Complaint

  Date:12/06/2024

  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.

  On Friday June 7, Globe delivered a dresser as part of ******** "white glove" service. They severely damaged my floor as per the pictures and have denied doing so and refuse to repair the damage. We contacted them right away (within 20 minutes) of them leaving of the damage. The damage was under the dresser so it was difficult to see at first. The movers did not appear to have the required experience. One had to continually tell the other what to do. The homeowner had to ask them to lay down protective covering on the floor (which the homeowner had to do themselves) as the movers claimed the wheels would not cause damage. They did not have anywhere near enough covering to cover the floor to the bedroom. We are looking for them to repair the floor or cover the costs to have the floor professionally repaired

  

  Business Response

  Date: 12/06/2024

  Good day, the crew in question has many years of experience and after speaking to the crew, they did cover the floor all the way to the bedroom, as per company policy.  Crew went over the delivery paperwork and had client read, check off and sign that they had inspected the product and the residence for damage and none was found.  Since no damage was noted and client signed off on the paperwork that everything was good, the claim is denied.  

  Customer Answer

  Date: 23/06/2024

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

  *** ******* ** ****** ******** ** ***** ** ******* ******* *** ** ** ****** *********
  The crew only had enough floor covering to cover 1/3 of the way to the bedroom where the previous dresser (which a previous Globe crew had delivered a month earlier) was to be removed from, and where the new dresser was to be delivered. As this is the second time I have had a crew from Globe come to my home, this is the second time I have been told by a Globe crew that their coverings are not long enough.  I, the homeowner, then asked the crew if I could borrow their blankets to lay on the hardwood floor for the rest of the hallway. They loaned me the blankets so I laid the blankets down the hallway myself.  The crew member suggested this was a waste of my time as the rubber wheels would not damage the hardwood.  
  
  The hardwood floor that was still exposed was my bedroom floor as this is where they were actually removing the old dresser and placing the new dresser.  
  
  It is the floor in my bedroom and directly under the front of the dresser that this crew badly damaged.
  
  Yes, it is true that I signed the paperwork presented to me including the acknowledgment that there was no damage to the furniture and my property.
  
  This is because:
  
  1. the previous Globe crew that delivered and assembled the first dresser a month ago were professional- they were the ones that showed me the scratches on the previous dresser. They were the ones upon assembling that dresser, pointed out that the mirror could not be aligned because of how it was manufactured. They were the ones that told me that a customer would not typically accept a dresser with scratches and a misaligned mirror and assisted me in how I should explain on the paperwork that it was unsatisfactory. I assumed this level of care was the “white glove” service that Costco (where I ordered the dresser from) advertised.
  
  2. as this was my second dresser, my time was focused on looking for damages on the dresser itself (which by the way is in good condition).
  
  3. the location of the damage is the floor under the front of the dresser.  You can clearly see it if you are laying or sitting on the bed, however it is more difficult to see if you are standing. I did not inspect from that angle so I missed it.
  
  It was approximately 10 minutes later, when I placed my dog on my bed, from that angle I noticed the damage. I texted the crew right away. My wife then called the Globe office.
  The Globe office told her because we signed the paperwork it was not their problem.
  
  While I wish that I had spotted the damage earlier and not signed the paperwork, I ask that Globe fix the damage they made.  As a homeowner, I expect a level of integrity from the companies that provide us services. Globe’s moving and assembly is described as a “white glove” service and our recent experience has been anything but that.

  
  Sincerely,
  
  Munna *****

  

  Business Response

  Date: 24/06/2024

  As much as we understand the clients comments, we must follow what the paper work shows us.  The client admits the previous crew showed them the issue with the first dresser showing we do not hide issues from clients.  If our crew had damaged the floor, the crew has a duty to advise not only the client but the office as well.   The White Glove service requirement was followed as the new dresser was delivered, set in place and set up. The crew was spoken to individually and nether one informed us of them damaging the floor even after showing them the pictures,   

  The paperwork was shown to client and the client has admitted to signing off on the delivery paperwork stating no property damage at time of delivery, so unfortunately by them signing the paperwork, no damage was caused by our crew.   

  Thank you. 

   

• Initial Complaint

  Date:23/10/2023

  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.

  ****** ******. Globe Moving/Atlas Van Lines sent a person to see the entire contents of the home and shop. We did not hide or add anything. THEY ESTIMATED THE WEIGHT! We felt they were professionals and they would provide a reasonably accurate estimate. We did say that some of our trophies may or may not be coming (6 boxes). They did get included. The weight of this would be similar to the other items that I took to goodwill before the load was picked up. We were given a quote of approx. $******. $****** if a separate truck was needed for the offloading. (**** **** *** ***** ****** ** ** ***** *** new price of ******* *** ****.) We were told that since ours was a larger load, we would be the 1st on the truck. (They showed up, we were 3rd). We were massively inconvenienced by the 2nd load being picked up later as we had to leave for BC. Originally told they would dismantle all items and reassemble at destination. (They showed up with only the driver and 2 helpers. ******* ************. We were told to dismantle the treadmill, pong table, basketball net, hockey net, etc. ourselves. Also, we had to reassemble upon arrival. In addition, I had to take time off of work and me and my 2 sons had to haul over a third of the load to the truck. Upon arrival in BC, this *********** company showed up with only the driver on day 1!!! Again myself and my sons had to unload and reassemble the majority of the items. They said they would use the utmost care in moving. They broke the side of our dining room cabinet, about 10 minutes after my wife reminded them to take extra care with that set (******** **********). The driver is one of the few useful people ** *** ************* After a month and a half, we finally received the "not going to do anything" email. ** *** ***** *** ***** *** ***** *** *** ***** ******* **** ** ** *************** ** ******* ** ***** ** ** *** ** *** ** ** **** ****** ** *** *** ** *** **** ******

  

  Business Response

  Date: 24/10/2023

  We do understand Mr. ******** point of view, but we did go over the driver inventory and compared that to the home survey results.  There was some minor extras that did move but the biggest difference was the amount of packing that was done by the family.  There was over 8400 lbs extra in the packing and that was confirmed by Mr. ******* * wife ****** in an email she sent us stating there was going to be at least 100 more cartons/totes then estimated.  The client must realize that if there is extra items moved or more packing done and more packed cartons and totes to move that was packed by the client, the cost was going to charge, especially when it was the client themselves admitted in an email that there was more packed. cartons and totes.  Regarding the area of the labor, it was unfortunate that part happened as that is not a normal practice but from what i was told the driver was going to pay everyone for their time and effort to help him, but the client refused to accept it.    If the client does want to be compensated for helping, we can have the driver or his agency reach out to ******* to discuss.  Thank you.  

  Customer Answer

  Date: 07/11/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  Atlas/Globe Moving sent their professional to our home to assess how much we had to move.  We showed them everything we had to move.  We relied on their expertise as we have not moved frequently.  They have stated that the inventory matches and the only difference is the number of boxes from the original quote.  We estimated 175 boxes and the Atlas/Globe expert estimated even less.  When we packed, out of courtesy and to be upfront, we told them we had about 90 extra boxes but the goods we were shipping had not changed.  This was prior to the pick-up date.  Atlas/Globe Moving did not provide any information to say the impact on the price or weight and had we known the extreme price increase, we would have looked at other options. The extra 90 boxes did not double the entire weight of our shipment *** *** **** **** *** ***** **** **** **** ** **** ** **** ******** 

  
  However Atlas/Globe Moving didn’t say anything about a price increase until they had all of our goods and then would not release them without full payment of $**k.  This despite the fact that (1) they did not meet their promises to do all of the dis-assembly and re-assembly; (2) they showed up with an insufficient crew in both MB and BC to do the job and our family did a lot of the work ourselves and (3) we had no guarantee on the timing of the second load which should not have been required in the first place and was received considerably later than promised.
  
  We are amazed at the ********* of a company who increased their price dramatically, broke our dining room set within 5 minutes of us saying “be very careful with it” and who broke most of their promises to us.  *** **** they are not willing to come to any common ground given how poorly we were treated **** ********* ***** ***** ******** ********** 
  

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

  Sincerely,
  
  Jeff *******

  

  Business Response

  Date: 08/11/2023

  We understand Mr. ******* point of view about business, however all the information was given to the client up front explaining all the steps and how the final cost would be determined, there was no secrets at all.  Once again regarding the comments of the clients family unfortunately having to help load or unload the shipment, the driver did offer to pay and compensate everyone for there time and hard effort, but the client refused to take payment.  The driver acknowledged what happened and wanted to take care of the client, but they refused the offer.   Regarding the second delivery, there was no time frame supplied to client when it would arrive, client was told that once we knew which truck would be bringing the overflow to the destination we would advise them to make sure that someone would be at the home to receive the goods, which is what happened.    Unfortunately the move did not go as planned but when a client does admit to having adding more packed cartons/totes and some extra items added to the shipment, the cost is going to change which the client was well aware of because all the information was sent to client for signatures well before the move was to happen and client signed off on all the paperwork acknowledging the process.