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Business Profile

Moving Companies

Stride Moving Solutions Ltd.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Stride Moving Solutions Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Stride Moving Solutions Ltd. has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:01/10/2024

      Type:Billing Issues
      Status:
      Answered
      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 hired Stride Moving Solutions for a move in Southern Manitoba. When dealing with the owner, David *** ******** he quoted us a rate of $***/hour for 3 movers. The hourly charge began upon arrival and ended upon departure after the move was completed. No fuel charge was discussed or quoted. When we discussed everything that would need to be moved, we were quoted that all of our belongings would be able to be moved in one trip with the moving truck.We accepted those terms and booked Stride Moving Solutions for our move date at 9AM. At 8AM, an hour before they were to arrive, we received a text message from a different Moving company that was being subcontracted to do our move as Stride Moving Solutions couldn't make it. They asked if we were flexible on time, and we said we would prefer not to be as we had several other things in play on Moving day. We were then told the movers wouldn't be showing up until at least 11AM. Frustrated, we waited and at 12:15PM the subcontracted company arrived with a smaller truck than quoted. Our goods did not all fit in the truck forcing an hour long round trip back to our old property, followed by the time it took to load and unload the remaining goods. When the subcontractor provided the bill at the end, the hourly rate was $***/hour and was a $*** fuel charge. Adding in the additional hour long round trip and time, the move cost us over $*** more than we were anticipating based on the quoted rates and truck size. We never once heard from Stride Moving Solutions or David *** ******* about being subcontracted or that they weren't able to make it, or that everything was going to be late. When we contacted David he responded once, and then refused to answer us. * ***** ***** ********* **** ******* ***** ** ***** ************** ******** *** ******** **************

      Business Response

      Date: 01/10/2024

      Dear Better Business Bureau,

      We appreciate the opportunity to respond to the concerns raised by our customer regarding their move in Southern Manitoba.

      On the day of the scheduled move, one of our trucks sustained unexpected damage, making it impossible for us to complete the move with our own equipment. (*** ******** *******)

      Rather than canceling the job and leaving the customer in a difficult situation, we quickly arranged for a subcontractor to complete the move. Our priority was to ensure that the service was still performed despite the unforeseen circumstances.


      Unfortunately, due to the urgency of this situation, some key details, such as the size of the subcontractor's truck and the slight delay in arrival time, were not fully communicated to the customer in advance. We recognize that this lack of communication contributed to the challenges the customer experienced, and we regret the frustration it caused.

      At the time of the move, the customer expressed relief that we were able to continue with the service, even though it was later than anticipated. In an effort to make up for the extra costs incurred due to the subcontractor's rate and additional time, we sent the customer a gift card as a gesture of goodwill.

      This situation evolved beyond our control, and we did everything within our power to address the issue and ensure the move was completed on the scheduled day. We have since taken steps to improve our communication so similar circumstances can be avoided in future situations such as these. 

      Sincerely,  
      David ** *******  
      Stride Moving Solutions Ltd.. 

      Customer Answer

      Date: 01/10/2024

       
      Complaint: ********

      I am rejecting this response because we we did not receive gift cards of any kind. How were they sent? 

      Sincerely,

      Erin ********

      Business Response

      Date: 02/10/2024

      Dear Better Business Bureau,

      We would like to address the customer's claim regarding the gift card.

      The gift card was sent via ****** **** to the drop-off address we have on file for the customer. As of now, no card has been returned to us, so our assumption is that it was delivered successfully. However, if the card is returned or the customer believes there may have been an issue with delivery, we are more than happy to resend it to the same address or an updated address they can provide.

      We remain committed to resolving this situation fairly and are open to further communication with the customer to ensure their concerns are addressed.

      Sincerely,  
      David ** *******  
      Stride Moving Solutions Ltd.

    Stride Moving Solutions Ltd. is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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