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:07/11/2024

  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.

  I tried another co.but they were bookd. They referred me to: *****.net.I emaild Macho Movers (MM) on 7/18/24 asking if they're avail. Our convo thread was 17 msgs. At no time did I ever speak w/ anyone or discuss a walk through or taking photos. I providd an initial list of items & then providd a second & revised list which was confirmd by Lindsay K. (Office Mngr). She asked me questions which I answered(via email).Then Jill (Office admin) emaild me saying my "crew" would call when they leave @ 2:30 from prev.job onJuly 26th @ $180.00 per hr @2 movers, no disassembly as I advised nothing needs to be taken apart.They were to call when on the way. I receivd a call @ about 3:10 pm saying they're leaving. I didn't have a bed or any furniture except a loveseat, an elliptical machine & small, free standing jewelry box-3'tall that has been kept in pristine condition aftr my Mom passd away. Jill est 4.5-5.5hrs incl drivetime w/2 movers= $810.-$990.+HST & I agreed. A girl-Briana showd up w/xrcise bra & short shorts & a guy-Jordan in his own clothes. No co.shirts/id. Very unprofessl & she hardly did anything. I'm disabled-why I called movers in the 1st place.Even today I have many items in my van.They DAMAGED my inherited jewelry box & left many items.Jordn took apart the ellipt.base, then didn't put it togethr even leaving their moving strap. I was afraid of getting a fine.We weren't supposed to be moving in so late. I told Briana who calld Brad V. who sd I had to pay an Xtra$484.65 (+ tip)b/c it took longr than expectd.9:45pm Brad & I textd. He sd he'd come collect the $1474.65+any tip.That's $484.65 ovr estimate b/c they sent 1 movr instead of 2& a smllr truck.Not my mistakes. I was afraid of a $5000.fine @my new home.This lasted till 11:13pm.I had no choice but to pay. I emaild MM w/ pics-from 2 diff email addresses 3 mos ago & got no response.Aftr I paid,Brad textd"amazing".He can't believe he got the $.*** ****** ** ********* ********* * ******** ******** *******

  

  Business Response

  Date: 08/11/2024

  We would like to first mention that photos/a detailed list were requested in the very first email ever sent to the customer on July 18th at 2:18 PM (*** ********) upon receiving the customers first email requesting services that same day July 18th at 1:57PM. Furthermore, to get some of the main issues out there first -- when billing was done at the end of the day, Brad had offered to help complete the rest of her move for free the following day without any cost to the customer, which the customer declined. It was discussed thoroughly throughout the move that there were much much more items than were disclosed -- many more boxes, which were not properly nor fully packed upon the crew of 2 movers arrival and many items not packed at all, many more furniture/small items. The list of items provided during the estimate process (*** ********) would not have even come close to filling the 16 FT truck provided (which was provided based on the details she gave), however, based on the items that were present at the time of the move, the truck was filled fully as well as items remaining that could not fit within 1 trip, unfortunately. In the estimate provided, it is clearly bolded under the estimate "This estimate is based solely on the information provided and it is imperative to provide accurate details in order to plan your move accordingly. Anything not included can impact the overall spacing and time and will render this estimate invalid." It was also stated in multiple emails that this move was being scheduled after another booking and is scheduled for a starting time of APPROXIMATELY 2:30 PM, however, they would be notified if the crew would be able to start earlier or have a delay based on their previous job's completion time. We do not have an employee uniform policy and we do not believe that any employee, male or female, should be judged based on what they are wearing, which was still fully covering everything on what was a very hot day. The clothing does not have anything to do with their ability to work and should not be judged. To date, this has been and remains the only complaint regarding Briana's performance from any of our customers, with many customers praising and even writing reviews that commended her strength, hard work, and determination. Sadly this comes across as a biased and prejudiced opinion against Briana as a female in this situation. Unfortunately, it is also out of our control if the customer still has items in their own van as of July, as again, we did offer at the time of billing to complete the move the following day at no cost to the customer. The truck size provided should have been more than enough space for the list provided, and was not a "smaller truck" based on what we were expected to be picking up. There were many totes as well, which take up a lot more space than boxes, which was not disclosed prior to the move at any point. Many times it has been mentioned that only 1 mover was sent. There were, in fact, 2 movers provided for the customer's service, one of which was spending the appropriate amount of time required to properly and professionally load the truck, otherwise many more of the customer's items would not have fit into the one trip that was completed. This important part of our crew's job duties should not be considered unprofessional and "hardly doing anything". Any time that the employee was on the phone she was communicating with the office regarding the concerns which were present based on the overage of items and the customer's comments. She was not on the phone for personal reasons, but to communicate the issues and to come to a conclusion of what to do to mitigate the situation. The photos provided of the jewelry box do not show damages that appear to be new or fresh from our experience, but of areas that appear worn, which would make sense if it is in fact an older piece. All items were wrapped and padded in our 7 lb moving blankets during transport - In conclusion, both the estimate and confirmation provided to the customer clearly stated "Please keep in mind this is an estimate of how long we believe your move to take, however, we will charge accordingly for the time we are working with you to the 1/4 hour. 
  This estimate is based solely on the information provided and it is imperative to provide accurate details in order to plan your move accordingly. Anything not included can impact the overall spacing and time and will render this estimate invalid." and we were, in fact, not provided with accurate details to be able to plan or estimate accordingly for this move. Based on what was actually at the home to be picked up this day we would have scheduled this with (3) Movers and a 24 FT Truck if the proper details were provided. 

  Customer Answer

  Date: 14/11/2024

  
  
  Complaint: ********
  I am rejecting this response because it contains many untruths.

  MM stated many untruths in their response. I've limited space to explain. Please excuse my grammar. I'm not denying the question about photos/a detailed list saying it was never posed. I provided a short list by email & a 2nd list as presented. However, at the time I was not able to send photos because I had no way to take photos. No one ever asked why I didn't provide photos, nor did anyone ask to walk through to see what was there even after I specifically stated "I have never enlisted help in moving before so I do not know how it works. Thank you for your patience". I used the word(s) "numerous" & "lots of" among others to describe quantities of boxes & other items.AT NO TIME DID BRAD EVER OFFER TO COMPLETE THE MOVE FOR FREE THE FOLLOWING DAY AT NO COST. I cannot stress this enough. Had he actually offered, I would've jumped at the chance since there were so many items left behind for me to haul as the wrong truck was sent in the first place. Brad texted "If you need help with the rest of the stuff please let us know."<<That is a direct texted quote which I still have on my phone. All I could think of was how much more would that cost me? Would I have 1 mover again? When J&B did arrive, we walked through & I clearly pointed to a wall & area where many items were pushed against it that J & B were not to bother with because that was all stuff I was moving. Piles of items weren't in boxes which was why I was going to take them. However, as I had been trying to give J space to work, I came out to see how things were going only to find that many things had been taken from that area & packed into the truck to fit in small spaces.*Not following instructions & boxes I had already packed had tape removed-*** ****** * ****. Still no answer as to why that could/would happen. I provided bottles of water to both B & J through the afternoon & even agreed for them to go to ******* as they requested to get a coffee on the way to Guelph. In addition, I gave J an almost brand new ****** coffee pod (30+) holder & then B walked out with it in her hand saying she was keeping it & was just going to put it in the truck. No one discussed anything with me except J & I talked about his family from Guelph & him growing up close to Guelph lake & fishing. J stated that he just started his shift with my move & hadn't come from another job. J stated it was the 1st time that he & B ever worked together just the 2 of them. They'd worked on big jobs w/other people. RE: the no-uniform policy, I saw a commercial with employees wearing bright blue MM t-shirts. Then I see the people on your website are all wearing MM dark blue & bright blue company hoodies? Wouldn't that be considered a uniform of sorts? Guess we can add false advertising. Hot day or not, it's a matter of professionalism, pride & work ethic. Upon arrival, J was directing B in the truck backing up to the 3 steps. At this time, I had no idea that the driver was female. When she stepped out, J turned to me & told me she's really strong. I said- great, girl power! & we kind of laughed. J will remember this. I was excited to have a female mover show up & looking forward to how things would go. Sadly, the Briana in your response wasn't the one who showed up that day w/Jordan. Female or male, of the 2 people who showed up, only 1 worked very hard that day & it was a male. I never said the jewelry box was an older piece, I said I inherited it. Clearly by the excellent condition of the rest of the box, it's a newer piece that shows something had been stacked on top of it which was dragged down off of it instead of being lifted off of it because of the drag marks on the front. There is no way for these marks to come from USE. The newly damaged edge opens up to be the top of a mirror & it's lifted by the side, not the front. The scrapes on middle of the the side of the box are clearly scrapes & not from use. I saw many of those moving blankets piled up in a stack along the side when J was unloading the truck & he finally began to use the 2 wheel dolly that I didn't even know was there because no one had used it until then or at anytime to load the truck either. By now it's about 9:30pm.B had been carrying 1 box at a time & J was bringing 2 boxes in at a time. I do not recall the jewelry box being wrapped at all. I do remember it was pushed up against the loveseat but facing out & not towards the fabric which would've protected it.(Lack of training in wrapping & strapping) The photos **** ******** show that not only was something dragged down from the top of the box, but it was something so heavy that it caused the top of the box that has the mirror on the inside to create such friction that it caused those 4 scraped areas which still have crumbs of wood as you can see in the picture. I hadn't opened it until now and found all this additional damage. It just makes me sick to my stomach. I did move many items by myself which were already placed in the cupboards, closet & small laundry space. My medical issues (I'm disabled) prevented me from moving as much as I anticipated I could on my own prior to July 26th.

  Sincerely,

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

  

  Business Response

  Date: 05/12/2024

  As mentioned in the customers last sentence, there was more than originally planned for since she was unable to take as much as she was hoping to, which added additional time and space required for completing the move - unfortunately she did not mention that there would be more until shortly before the crew was going to be leaving and we did not have an option on a fully booked day to accommodate changes that were not given in advance. I would like to note as well that the disputed amount of $1524.65 is including the optional tip, which since the customer paid by e-transfer she could certainly choose to not include. The overall total for her move is $1474.65 (including tax). I have confirmed with Brad again that he did offer to complete the move the next day, and was told that it was not necessary. Unfortunately seeing how a phone call also happened and not only text, it is not believed that a text conversation would suffice for all details of the conversation. To touch base again regarding the uniforms while we have these items available they are not required on every move - to go as far as claiming false advertising is extremely incorrect - while there may be some images showing shirts and sweaters there are also a large number of in-action photos on our social medias that show workers not always in branded attire. Based on the list originally provided it would not have exceeded the time estimated, however with the additional items and not fully prepared it did take longer, and as stated in multiple emails we charge accordingly to the 1/4 hour for the time that it does take to complete, including drive time. We commonly provide estimates over the phone and by email with lists provided and photos not provided and it is not an issue so long as the proper details are provided to base the estimate off of.  

• Initial Complaint

  Date:08/09/2023

  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.

  Price was over quote, slow moving movers, damage to my bed frame. Won't use again.
  
  *Movers sat in parking lot for long periods of time.

  Customer Answer

  Date: 08/09/2023

  I have not filed a damage claim with the movers and I would like them to replace my bed frame. It was about $600 and I purchased it earlier this year.

  I would also like to get $200 back because they sat in the parking lot for an hour.

  Thank you.

  

  Business Response

  Date: 11/09/2023

  The customer was estimated for her move to take approximately 3 hours, and was made aware of our 3 hour minimum including drive time but that it is an estimate and we charge accordingly to the 1/4 hour for the time that it takes. At the end of the day it came to 3.25 hours with drive time. Upon the customer contacting us afterwards that she was not happy about the additional .25 (15 minutes) we did promptly refund her the cost of the .25 (15 minutes). At that time we were not told about any damages. Since then the customer has left a review stating these same concerns and we have reached out requesting that she contact us directly and to send us a photo of any damages that she is referring to. To date we have not been able to get photos sent to refer to and we have not heard back since last reaching out. As mentioned, we do have a 3 hour minimum which at the end of the day after the 15 minute refund is all that ended up being paid for this move. 

• Initial Complaint

  Date:06/07/2023

  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.

  I hired this moving company on June 23rd 2023. The movers explained that I would be charged from the time they left the lot in Guelph to when they returned back to the lot back in Guelph. I understood and agreed. The issue arrised initially when I was waiting for the movers to arrive from Waterloo. They were sitting in a plaza parking lot for over 45 minutes. I assumed this was their lunch break on company time, since they had already taken several 15 minute ciggerett breaks while I was being charged. The othet issue came about when several of my items were left outside in the rain, causing damage, there is damages to my walls, floors, and belongings were not placed where they were supposed too. In total I was charged over $2100 paid in full prior to their departure for a 9 hour move, while the movers only worked 6-7 including the drive time. I also reached out several times to the company and never recieved a responce from the owner. I would expect a refund and compensation for the damages caused by the movers. I am hoping to settle this with the help of the BBB before the need to escalate this matter further.

  

  Business Response

  Date: 06/07/2023

  Upon reviewing the truck logs for this day, the crew in fact did not stop for a 45 minute break at any point. 

  As for the damages - the crew has confirmed that she had other companies working in the house at the same time, including **** ****. They were there to move the couch, at which point they witnessed their company's crew struggling to get the piece of furniture in, and in turn, hitting the wall and door frame multiple times. That being said, there is nothing to note whether it was our crew members or one of the other workers that were present that day.

  The crew placed items where the customer requested they be placed. Many items were instructed to be placed in the basement. The customers were also told at the beginning of the move that because they were not properly packed by any means that we could not take on liability for the items as they were not packed in a way that could be easily stacked. The unload took longer than estimated due to the walking distance at the drop off location.  

  The crew departed from our lot at 8am, and arrived back at 5:15pm, while only charging from 8am-5pm. 

  Customer Answer

  Date: 13/07/2023

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

  Easyhome picked up the furniture from *** ***** **** but did not deliver any furniture.  Also, the marks were at the front door and along the stair walls, which only the Macho Mover dirvers moved belongings. 

  We were properly packed, I'm not too sure what they mean by "not packed properly"  as everything was in boxes. 

  I think this will be a mater of my word against the movers, since the owner or management was never present for the move. 

  It's unfortunate that businesses conduct themselves this way, and do not take accountability.  ** ******* **** ** * ****** ******** **** **** ****** ******** ********* ** ***** ********  

  
  
  
  Sincerely,
  
  
  
  ********* *******

  Customer Answer

  Date: 17/07/2023

  I received a text from the owner stating that he would come fix the damage to my home, but its already been repaired at my expense. He has offered no compensation for my belongings, stating that they're not liable because my items were not packaged properly. He contacted me via text message after I left a review on his website, he proceeded to ******* *** ******** my personal business, and his wife left a negitive review on my businesses ****** page. 

  I can submit the conversation I had with him via text message if you'd like to see them but unfortunately he's not offered any compensation or a way to resolve this issue even after attempting to file a claim. 

  

  Business Response

  Date: 24/07/2023

  The boxes were folded, collapsed and some not taped and open upon pick up. There were several belongings that were not in boxes which should have been in boxes. Our drivers called us when they had got there regarding the condition of the packing that was done and followed by telling the customer we were unable to insure the load because of the way it was packed.
  
  We offered to fix the wall even though we do not believe we caused the damage to the home. If damage is caused by us our movers would have mentioned it to the customer at the time of occurrence.

  We checked our electronic logging devices that are required by MTO which states we were only stopped in the willow plaza for 12 minutes. 1:14 - 1:26, unlike the the 45 minutes claimed. Our movers confirmed they did not take multiple 15 minute smoke breaks but quick 5 minute smoke breaks for the movers that did smoke. 1 of the movers does not smoke and he did not take smoke breaks.

  ********* had left a review on our website along with 7 of her friends all within in hour. We had reached out to ********* asking her to stop 

  Customer Answer

  Date: 24/07/2023

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

  Will you be offering a solution or just continue to argue/make excuses? I don't have time to go back and forth over this. The fact of the matter is I was charged for your movers breaks,20, 30 minutes, whatever it was, I was still charged. 200+ per hour. I don't feel the customer should have to pay for your employees addictions breaks. Also the damages to my walls needed to be fixed in a timely manner, I didnt have time to wait 3+ weeks for your response to "come fix them yourself". I'm not asking for a full refund, but I feel as though I should be compensated for the time I was charged for your employees to take their cigarette breaks, lunch break, and the damages. 

  If you are not willing to offer a reasonable solution to this, then I will keep the negitive review on the ****** page and continue to let people know my experience with your company. 

  
  Sincerely,
  
  
  
  ********* *******