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Business Profile

Moving Companies

Frost the Mover

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Moving Companies.

Complaints

Customer Complaints Summary

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

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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 status

Complaint type

  • Initial Complaint

    Date:03/11/2023

    Type:Order 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.
    Hired Frost The Movers to perform a move from **** ******************* ***** to address above. Move occurred on Monday Oct 16,2023. Notable damage to sofa was reported the same afternoon and a claim was submitted as per the companies request the same week. I paid for additional insurance. They have denied my claim which is unreasonable. I have attached photos and their email denying the claim.

    Business Response

    Date: 28/11/2023

    We reviewed the circumstances of the complaint at the time.  We were unable to assume liability since it was determined that the alleged damage was not moving-related.

    Customer Answer

    Date: 28/11/2023

     
    Complaint: 20821945

    I am rejecting this response because:

    I decline Frost the Movers position. I have spoken with ******** on serval occasions, and they stated that that is not from wear and tear of a human like they claim and that it is evident something rubbed on the couch during the move (whether it be straps, another piece of furniture or the side of the truck). Frost the Mover seems to be hung up on me stating it is straps, however this was only submitted in my complaint as a family member of one of the employees of Frost the Movers was present (as a friend) during the move and noticed the damage with me. It was he that suggested the damage was related to straps, however again as I had mentioned previously with Frost the Movers, I did not supervise their employees as that is not my job and I cannot confirm how the damage was done,however I am can confidently state the damage to the leather on the upper recliner is indeed related to the move. I purchased insurance from this company in good faith, that should something occur, I would be covered however it is evident this company is not truthful and takes no accountability for their employees or actions leading to damage of my belongings. In addition, the move was an awful experience, the employees were (with the exception of ****) were irresponsible with my belonging when moving them in my new home and required frequent redirection (i.e. when putting my couch back together they were doing it incorrectly and I had to step in before they damaged it, as they were being extremely rough with it- unacceptable). I am overall extremely dissatisfied with the entire move, customer service (Insurance Broker and Office Manager were extremely impolite and unprofessional in my home when coming to look at the damage I reported). I would not recommend this company to anyone looking to move, I have moved multi times (across country x2 as well as many local and inter-provincial moves)with my job as a health care professional and this was by far the worst experience in my 10 years of moving, mostly because of the lack of accountably by Frost the Movers. I empathetic to things can go wrong, but Frost the Mover is unprofessional and unaccountable which is what makes them an unreliable company to work with.  I regret ever using this company and wish I had gone with *********************; however, I went with Frost the Movers due to recommendation by a friend who is associated with Frost the Movers. 

    Sincerely,

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

Frost the Mover is NOT a BBB Accredited Business.

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