Complaints

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• Initial Complaint

  Date:30/11/2023

  Type:Product 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.

  Movers cause damage to the house. Justin P. came to our home to evaluate and get a quote. After 4 days he did not come back to us with a quote so we had it fixed ourselves.
  It cost $350. When I told Justin he suddenly had quote available and said he could have gotten it fixed for $250. He said he would refund us $300. We have yet to see that come through. Justin (the franchise location owner) was very unprofessional and dismissive and because of his ignorance in getting back to us about a quote we are out $50. I think we should be repaid in full if not more because of the energy and trouble we had to go through to get it fixed.

  

  Business Response

  Date: 05/12/2023

  Unfortunately, while our team was preparing to leave they reversed slightly to provide space for ******’s partner **** to pull into the driveway causing some minor damage to their eavestrough.  Other than this incident ****** said “The move today was excellent! The guys were very efficient, friendly and helpful.”  Our team completed the move in less time and the overall cost came in significantly less than we estimated.
  
  We were in contact with ****** the following day and attempted to schedule someone to come to their home that afternoon to assess the damage that was caused. This did not work for her as she informed us that other services were scheduled and they would be unavailable. We ended up agreeing on the next day to take photos, assess the damage and discuss the next steps. We believe that we provided no indicators that this would not be addressed, as we acted in a timely manner and informed ****** we had a procedure in place to address this incident.
  
  When we arrived at the home ****** was not present for the arranged time, however we had the opportunity to talk to ****. We discussed that we would both get quotes for the repair to confirm the cost was fair. **** indicated this seemed to be a reasonable request and that they would share quotes that were received before proceeding. In that time, we connected with several contractors for quotes (which in our experience can take more than a few days) only to find out that they proceeded with the repair without our knowledge or agreement.
  
  We priced out the materials required to complete the repair, totalling $42.30 +HST, however we were still waiting for a few quotes.  ****** informed us that they proceeded to have the repair completed, what the cost was and how to go about compensation.  We shared the quotes we received, although we were still waiting on others and asked what she felt was a fair amount for a resolution. She said “All things considered I think it is more than fair to meet in the middle”, which we simply agreed with no rebuttal. We did inform her that we would be providing a refund to the credit card that was used for payment and that it may take a few days for the refund to show on their statement.  Our records indicate the refund has been completed on our end.  We believe we have already provided a fair resolution for the damage caused and have met ******’s requests in a timely manner.

  Customer Answer

  Date: 07/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I had said to meet in the middle because dealing with Justine P. was so tedious that I had wished for the smoothest end to the situation, regardless of what I thought would be truly fair compensation. It should not take 4 days to hear back from a true professional about a quote and so that is why we were forced to go ahead to fix it ourselves as we did not want to have broken gutters approaching the winter season. It also should not take a professional adult 6 days to respond to a client whom is owed money for damage cause by his company. I emailed Justin November 21, 23, 25, and 27 with no response before finally getting an associate, Harvey, to call him to ask where the refund was. It was only then that Justin finally replied. As someone who is meant to be the example to his employees, I find his business ethics and professionalism severely lacking. **** **** *** **** ** ** *** ******* ****** ****** *** *** ** ** ******** ******* ****** *** ************* ******* ***** ** ******* *** ** ******* *******. I believe I am owed the full $350 for the repair that we were forced to take care of ourselves as due to Justin's complete ***********. 
  
  
  
  Sincerely,
  
  
  
  ****** **********