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:14/06/2024

  Type:Customer Service 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 have 3 storage units that i pay 219.94 for and one of my outside chairs was stolen. I found one of the two leaned against their van.... I was not happy. When I approached the manager he told me it was not his problem. He is not responsible for the items I put into storage. It was clear that the employees used the chair or chairs however the second one was no where's to be found. This business doesn't do much but sit around drinking coffee and smoking cigarettes. All I'm looking for is for my chair to be given back Or replaced. I have my stuff in storage for it to be safe not used by whoever feels it's their to use.

  

  Business Response

  Date: 12/08/2024

  Formal Response to Complaint ID 21844398

   

  Sorry to hear that you are missing a chair.  It is our understanding that you put the chairs on top on the unit and not inside.  If this is the case we would not be able to determine where your chair is.  Also this is a self storage unit and we do not take any liability for these items for we have no knowledge what could possibly be in any of these unity compared to our warehouse storage, where we take a full inventory of what is coming in and take full liability for these contents. Our employees do not use our customers household goods and take great pride in our services.  We disagree with your statement amongst our business and take great offense that you would state this is the way we conduct business.  We are part of Canada’s Best Managed and the only moving company to have this designation and always strive to give a higher standard of care

• Initial Complaint

  Date:19/10/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 retained the services of Hoyt's to move our cars from Florida to Halifax, NS. We have incurred charges of $3255.00in additional expenses, based upon their errors and lack of follow through. Titles were requested as a necessary step to cross the border into Canada. E-Titles are usable for all transactions in the state of Florida, but are not accepted at the border. The e-titles were provide via email prior to departure by the coordinator (******** Mazzerole) and hard copies by the driver. E-titles are not acceptable documentation, per the Canadian Border Services- which is Hoyt's responsibility to do. Upon arrival in Buffalo NY on September 2, 2022 our vehicles were not permitted entry. We were not even contacted regarding this and called on September 9th. Our contacts were not aware of the location or situation surrounding the vehicles. We were informed that the titles accepted and provided were not usable. We signed a Power of Attorney, allowing Hoyt's to act as an agent in every capacity, inclusive of obtaining the titles they should have had in the first place. They refused to perform this function - forcing us to either fly back to Florida or hire an agent to get duplicate titles. Upon receipt of titles, no action was taken until we called again. The new titles were received in Buffalo on 10/11. Again, no action was taken and no one contacted us. We contacted Hoyt's to inform them that they had the titles, which they were not aware of. We were then told they were received on the 14th (per tracking information this is not true) and the cars would be on their way. The cars were, in fact, not on the way and as of this complaint still have not arrived. We are now told that they may be received this Thursday (10/20) or Friday (10/21.) The breakdown of charges we incurred includes: $500.00 - hiring our own agent $174 - duplicate titles $28 - overnight mail titles $2554 - rental car Total - $3255 We would request this amount be deducted from the bill from Hoyts.

  Customer Answer

  Date: 20/10/2022

  Hello,

  As requested here are the original bills for moving our vehicles.

  Thank you,

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

  

  Business Response

  Date: 17/11/2022

  I am writing in response to the letter that Mrs. ******** ******* had sent on Nov 3 /4.

   

  Their relocation was awarded to Hoyt’s Moving & Storage /Canada Moving through Mr. *******’s new employer.  Mr. & Mrs. ******* did not retain our services themselves.

  We are in receipt of their cost for a rental vehicle for approx. 2 months. We are working with United Van Lines to reimburse them for the fees they incurred.

   When their cars were loaded in Florida with their Household goods, the driver did not advise them nor did I because I was not aware that they were required to have the original titles to cross the border .  When we were made aware it was the first week in September, almost a week after all of their goods were loaded for Canada and trying to enter Canada.

  E titles are not usable with Canada Customs for entry into Canada.  They must have the originals as per Canada Customs.

  Mrs. ******* has written in this letter that she was not advised until Sept 9 that her cars were not allowed into Canada because we were not advised until Sept 9 because the driver was not crossing the border until Sept 9.  The driver did arrive in Buffalo on Sept 2 but Mr. & Mrs. ******* did cross the border by then so he could not cross on Sept.2.

  As for the Power of Attorney paperwork, yes they did sign over POA to Hoyt’s Moving & Storage for transportation of their goods and vehicles.  We did not REFUSE to provide this function.  We were unable to obtain their original titles to their vehicles.  This had to be performed by the owners of the vehicles.  I had provided Mr. & Mrs. ******* the information that was provided to me and attempted to help them as much I possibly could.  Mr. & Mrs. ******* did not do any leg work in regards to moving to another country.

   

  When they had advised me that they had someone that could obtain their Original titles 2 the DMV in Florida, we advised we would cover that charge.  I agreed to $500 with our customer care department as per the HR Rep for ** ****** Ltd. Ms. ****** ********.  After that we had no word from the *******’s.

   

  When they had finally obtained their titles and sent them to our agent in Buffalo where their cars were located, they did not advise us until 5 days after that they had sent the doc’s overnight and had asked me in Saint John, N.B., if they had been received. She sent the doc’s on Oct 6 and did not advise me until end of day on Oct 11. I Advised her on Oct 11 that they were received, not Oct 14.

   

  Once the titles were received United Van Lines starting working on a plan to have them moved from Buffalo to Halifax.  We had sent the documentation into customs prior to the 72 hours required by customs in order to ship vehicles across the border.  Once the driver showed at customs, unfortunately the customs agent was not allowing the cars to cross @ the time.  We then had to wait another 72 hours and customs finally allowed the cars to be shipped into Canada.

   

  Mr. & Mrs. ********* relocation is being covered under the contract with his new employer ** ****** Ltd.  They are responsible to cover the cost of shipping their vehicles, which Mr. ******* is aware of and they have yet to pay for shipping of their vehicles.

   

  Thank you & Best Regards,

   

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

  Hoyt’s Moving & Storage