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:06/10/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Cross Country Move - Toronto to Vancouver, BC
  - August 30th 2022: our furniture/belongings were picked up by the moving company
  - Cost to move was $4865.90 CAD
  - Business commited to provide a cross country move with a 7-10 day delivery window estimate
  - Dispute: Negligence - It took them a month to deliver our items and they lost some of our belongings while in their possession. The contract has a maximum 21 day delivery window for cross country moves and they were 7 days past that with no compensation provided. Little to no communication about updates or any sort of resolution to find our belongings. Refusal to let me speak to their manager or any sort of person in a position of power. Refusal to look for our belongings until December 2022 because - "We've been doing our best to locate the two missing boxes, and I'm enormously happy that you were able to find the ski boot bag, but at this stage it doesn't look like we're going to be locating it any time soon. There's always a chance that the tags fell off the boxes and are now relatively unidentifiable, and were put into storage with any other miscellaneous items; which would leave us until likely December before we have the free time to go through everything of that nature and reunite them with their owners". Direct quote from the relocation cooridinator. This company lied every step of the way to get my business. They attempted to make me pay for another persons order by claiming I had 5000lbs worth of stuff when it was really only 2200lbs. Furniture was damaged upon delivery and they are hesitant about proceeding with the claim process. Upon delivery the warehouse manager failed to sign off on the inventory list which states "I, the Warehouse Manager responsible for accounting for the inventory leaving our facility certify that all items checked in the "Loaded at Facility" column have been loaded in the truck"
  - The moving company has failed to resolve any issues as stated
  - Job number was #*****

  Business Response

  Date: 02/11/2022

  We would like to apologize for your experience with us. We are taking steps to improve our quality of business to avoid issues that you have faced. Unfortunately delays do happen as much as we try to avoid them. I have heard from our office staff that our coordinator has been in contact with the client and have worked out compensation and will be sent out as soon as possible. If there is anything else that we could help with, the client is more than welcome to reach out to our team and we'll gladly discuss. Again, we truly apologize with the way that your moved was handled with our company. 

  Customer Answer

  Date: 02/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The moving company has yet to reunite us with our missing belongings, as idenfitied as being part of the original complaint. We are missing two boxes - one of which contains my partners fall/winter clothing. With winter fast approaching we think that the company has a moral obligation to get us these boxes ASAP as she needs warm clothes for cold weather - a very simple concept to understand. The company claims they are "too busy" to look for our missing boxes until December, which based off these cicrumstances is beyond unacceptable and morally wrong on so many levels. We need to get these missing boxes back ASAP - December is not good enough, especially for how much money we've spent. The money we are being reimbursed is a federally mandated insurance coverage plan of 60 cents/pound. We are getting a merely $300 back for damaged furniture, as well as for the 2 missing boxes that were never delivered during our move. This complaint will remain open until our belongings are found and delivered to our new address and that better be before December 1st.

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

• Initial Complaint

  Date:06/09/2022

  Type:Order 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.

  I was looking at having a moving company move my mom from NB to MB in November and spoke with Andrew at Number 1 Movers Van Lines based out of Hamilton ON. They are under company number ******* Ontario Inc. Stoney Creek. Andrew provided me with a quote for the move and I had questions in regards to the quote and also in regards to specific parts of the move. Once Andrew answered my questions, I told him that I would like to book the company and he then took a $300 deposit which I knew was needed in order to make the booking. My issue is that only after the deposit was given did Andrew email me a huge e-mail with all the rules, restrictions and possible extra fees that the move could incur. Had I known these restrictions existed, I would not have booked the movers and would have gone a different way. I called them the very next day to express my disappointment and explained that I would like my deposit returned. They were not willing to cooperate and kept referring to the fact that deposits are non-refundable. I Spoke with Blair at the company several time trying to explain why I thought my deposit should be returned but he claimed to not understand. Blair is a very condescending representative and refused to even let me speak to his superior or any manager for that matter. He claimed he was the top of the escalating chain. In the supporting docs you will see that the long email was only sent to me after the deposit was given.

  Business Response

  Date: 08/09/2022

  Our sales team try to be upfront and honest as much as possible, especially in the first initial call in order to make the most accurate estimate possible for the client. Our estimates that are given to clients have all fees that would be applied based on the information the client provided, there is no "hidden fees". We do send out additional documents such as our packing standards and insurance so that the client is fully prepared for their move. I do apologize for the way the customer service representative came out and that is completely unacceptable and will definitely be looked into further. In order to resolve this situation for you, although our policy is that deposits are non-refundable which is common in a lot of businesses, we are willing to send your $300 deposit back to you. It would be returned via e-transfer, if you could please provide the best email to send it to.

  Customer Answer

  Date: 12/09/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Please forward my email to them for e-transfer. ******@****.com

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

• Initial Complaint

  Date:06/09/2022

  Type:Delivery 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.

  We moved from Ontario to Alberta on July 11, 2022. We used Number 1 Movers for this move. They showed up on July 9, 2022 to pick up our belongings. They had to small a truck and needed to come back on July 11, 2022 to pick up the rest. After all the stuff was picked up, they said our stuff would arrive by July 21 the latest. Well that was the first problem. We called July 17, 18, 19 for an update, we got no answer, emailed them and got nothing. Finally got an email on July 19th telling us that our stuff was still in Ontario and that there was to much stuff to get on the first train, so we had to wait. On July 26th they asked for the payment of $17, 000+ because our stuff will be delivered on July 28th. They said if we didn't pay our stuff would not be delivered. So we paid them through the bank. July 28th the movers showed up. Everything was going smoothly until we were giving a dinning table that was not ours and parts of a bed frame that were not ours, we sent the items that were not ours back. We come to find out that they lost quite a bit of our stuff including my husbands shop crain, medical bath chair, expensive office chair, 10 totes with personal photos and medical papers, financial papers inside. *** ****** **** **** *** ****** ** ************. They also broke 4 items that were not salvageable. I think that if we paid them the money, we should have gotten all our stuff. **** ** ***** *** now the company isn't responding to emails or phone calls. * ******* ***** ********* ***** ** ***** *** **** ****** ****** ** *** ***** *** *** ****** **** ****** *** *** ***** **** **** ******

  Business Response

  Date: 08/09/2022

  We are incredibly sorry for your experience with us and we will try to do what we can to rectify the situation. In order to break down what happened in regards to having to come get your belongings, we came on July 9th with our regular 26ft truck which we use to shuttle all of our clients and there was more items then disclosed, so we had to rearrange another day to come get the rest of your belongings. Although, this is definitely not the main issue and the missing items are. We did offer the client compensation on this matter based on what our insurance company offers and the client signed off on. We do understand that the client is unsatisfied with the amount of compensation and in order to get this resolved, a meeting with management will need to happen to see if there is anything more we can do for the client. We hope to find a resolution and will contact the client directly with compensation and settle this matter with them.

• Initial Complaint

  Date:22/08/2022

  Type:Delivery 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.

  I am filing a complaint against moving company, Number 1 Movers for two issues. They not only delivered my shipment (moving household items and furniture) over a month late to me, but they have also lost my mattress and are not offering me fair compensation for it.
  
  Regarding my late shipment - They promised my shipment to me between June 28-July 4, however, I received my shipment on August 3rd instead. I had inquired why my shipment was sitting at the Hamilton warehouse on July 4th and they advised it was meant to be there and it would eventually make it's way to me. After almost a month of emailing and calling them, where I often wouldn't receive a response till a week or so later, the company finally advised me that their truck driver had mistakenly taken it to the Hamilton warehouse and they were now going to get my shipment to me.
  
  I finally received my shipment on August 3rd but it was missing my mattress. After a week of asking them where my mattress was, Number 1 Movers finally acknowledged they had lost my mattress but couldn't advise where it went. **** ******* *** ****** ** ******* ****** *** ********* ******* ****** * **** ********* **** *** ** ** ***** ****** ****** *** ******* * *** ***), and they have made my move from BC to Ontario an awful experience, when it really shouldn't have been. On top of that, they only gave me a $450 discount for all of the troubles I have had with them, and in order to receive my shipment, they said I still had to pay the moving expense, around $2660, before I could even receive my shipment, so I was forced to pay them.
  
  I have now been going back and forth with the company, via email, as they refuse to pay the amount it will cost for me to get a similar type and brand of mattress. I had advised them it would cost me $1500, as I live in a very remote town and the cost of the mattress and delivery is higher in Northern Ontario.
  
  Hoping to get assistance in getting fair financial compensation from this company.

  Business Response

  Date: 21/09/2022

  We apologize for the delay on your delivery and the fact that you did not receive your mattress. This is completely unacceptable on our behalf and we try to improve in every aspect of our business. We have received word from your coordinator that we have come to an agreement on compensation and it has been sent you on September 20th. Again, we apologize for your experience with us as we know moving can be extremely stressful, but we are glad that we have been able to come to an agreement and settle this claim for you. 

  Customer Answer

  Date: 22/09/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:17/08/2022

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 booked Number1Movers from 3 quotes I received. The quote was based on 6,000lbs and was for$7,675 and reserves for $300. Once they picked up my furniture from 73 rue Bourget, Qc J0P 1P0 on August 10, they brought it to Hamilton, apparently to weigh. They did not weigh my furniture until Monday the 15th. Then they invoiced me $16,915. When confronted they said it was by bulk. I told them the quote said by weight only. They then invoiced me $13,730 and we tod them it was unacceptable. Another invoice sent at $12,762. The company had 5-10 days to deliver although our home is in their warehouse in Hamilton still with no resolution. We are waiting again.

  Business Response

  Date: 22/08/2022

  Situations like this are extremely unfortunate and we are doing our best to find a resolution for the client. The client was originally estimated at 6000lbs prior to booking based on the information that was provided to the sales consultant. Once picking up the clients belongings we scaled the shipment and our contract states that we either go by the weight or cuft policy. In order to work with the client we converted the bill to their weight which was a bit over 7000lbs and the client was unsatisfied with amount and believed it to be less. So in order to continue to work with the client we had their items scaled a second time and their weight was still over 7000lbs . We have provided them with the scales and everything they need to prove their weight. We are currently waiting to hear from the clients on how they would like to proceed and are willing to work with them as much as possible in order to find a resolution.

  Customer Answer

  Date: 23/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  This issue has not yet been resolved. We have tried to work with Number1Movers, they have accepted our negotiated price on the 22 of August, although we have yet to hear if our furniture has left Hamilton. We agreed to pay over half of negotiated price as a deposit once the truck has left their depot and still have not heard back. No furniture since August 10.

  Business Response

  Date: 29/08/2022

  Again, we are in constant contact with the client trying to make agreements so that we can have their items delivered to them. We have agreed to all their terms. We have created documentation for the client to sign following the conditions that they have asked for but but are still refusing. Unfortunately, as a business we have certain policies that we must follow and there is only so much we can negotiate without it affecting our business negatively. The clients coordinator has again reached out in hopes that we can continue to work with them and have their items sent out. We are by no means not wanting to have this client delayed but as per our contract and policy clients must make payment before delivery can happen.

  Customer Answer

  Date: 02/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  We had given the comany our CC information on August 29 and have yet to hear when our furniture will be loaded and delivered. Still waiting for a response.

• Initial Complaint

  Date:12/08/2022

  Type:Delivery 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 retained the services of Number 1 Movers on or about July 2, 2022 to move my belongings from Peachland, BC to Dartmouth, NS. After doing an inventory I received an estimate of $4297. My belongings were picked up on July 13. I was informed that it would take between 8 and 18 to arrive. I paid the $4300. I arrived in Dartmouth on the 19th and received an "updated estimate". The new estimate says I need $8881.99 to get my belongings. Besides the fact that the estimate more than doubled I am in my new apartment. My belongings are NOT. I have called over 100 times but can never get thru due to "high call volume". After 2 minutes it hangs up on you after telling you they are sorry they missed your call. I have emailed them repeatedly but only get garbled messages assuring me they are working on getting my items here. I ** * ****** *** **** ***** **** ****** ** **** **** ** ***** *** **** ******* * ** **** ** **** ** *** ****** ** ****. Most importantly I just want my belongings back. I think I should receive a reduced rate because of the wait and inconvenience.

  Business Response

  Date: 23/08/2022

  We are very sorry for the unexpected delays which has left you without your belongings for a while. We have worked very hard to try to get your belongings to you as soon as we good. In regards to lack of communication, this is a very busy time for us and the business and dealing with many clients. We are constantly trying to improve and in order to try to help resolve this situation we have added more customer service staff to manage the work load. I am glad that we were able to have your items delivered to you today on August 23rd and if there is anything else we can help you with in regards to your belongings, please do contact your coordinator and we will be happy to help.

  Customer Answer

  Date: 24/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Most of my belongings finally arrived. I am missing 18 small boxes, 2 medium and 1 large box as well as small step ladder and 2 plastic wrapped laundry hampers full of winter clothing. Only 1 pc of furniture damaged. It sounds to me like they lost an entire pallet. How do we address that?

  Business Response

  Date: 29/08/2022

  The client is in contact with their assigned coordinator, we are working to locate these items for them and have them delivered to her as soon as possible. We will continue to keep the client updated on any changes that happen and appreciate their patience as we work to get this situation sorted.

• Initial Complaint

  Date:11/08/2022

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 Number1Movers June 29, 2022 to move my things from Vancouver to Toronto:
 My 70 inch $1500 television -- which I paid $35 extra to box up! - arrived July 22 without a box just wrapped in a blanket and saran wrap -- AND THE SCREEN IS BROKEN!
  
  They also added unneccesary feeds in the contract:
  $150 an unnecessary "long walk at pickup" fee
  $150 an unnecessary "long walk at destination" fee
  $849 an unnecessary "other fees" ("Fuel surcharge" is listed as $0 in contract, so it isn't that)
  $35 charge for TV box they didn't bring nor use
  $1500 for destroyed TV
  
  THEY ALSO: didn't show up on time due to their truck getting in an accident
  ALSO: They said 7-10 days for deliver, picked up on July 2, delivered July 22, 20 days later
  
  Sent them an email with pictures July 25th

  Business Response

  Date: 12/08/2022

  Number1movers is greatly apologetic that there were some things that you have been dissatisfied with in regards to your move. We are more than willing to settle this with you. In regards to your damage we are willing to send you compensation as per our contract on any missing items or damages and well as the charge for the Tv box as it was not used which is completely unacceptable. In regards to your charges and fees, we have taken a look at the original estimate you received and the final with your updated weight/invoice and all these fees had been applied to the original one, as our contract states that when your final weight adjusted these fees also get adjusted with it. We also apologize for any delays, we do try our hardest to have clients items picked up and delivered on time but unfortunately there are unforeseen circumstances that take place that can greatly affect that, which in your situation was the truck getting into an accident. Unfortunately these things all play a major factor when it comes to meeting timelines. We definitely wish to have this resolved for you and to only continue to improve our business and to provide a positive service for our clients.

  Customer Answer

  Date: 16/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  They admittedly failed to box up the TV as they said they would, which is why it was destroyed in transit. It's a $1500 tv, not a 60 cents per pound tv which is what they are offering. I am asking for compensation from the TV they destroyed, not even asking for the problems of their truck getting into an accident.

• Initial Complaint

  Date:28/07/2022

  Type:Delivery 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.

  May 16th, 2022 was date of first half of transaction (value $2,475.40), June 1, 2022 was second half of transaction (2,475.39 was value as well).
  
  $4950.78 CAD was value of transaction
  
  We had movers deliver our items from Ontario to Alberta, and paid for packing and storage as well as full service delivery. Upon receipt of our items, many were damaged - and some unusable, to the point that the crew moving our items in said it was unacceptable and were very apologetic about the quality of service we received; they advised us to contact the branch to get a resolution. We have reached out, many times, and have only received partial responses; it seems as though the company is actively trying to avoid discussion with us. I have asked multiple times to get in touch with management but I have received absolutely no response for 2.5 weeks now. We have tried both calling and emailing, and are consistently being avoided, and my phone calls are ignored after 3 rings.
  
  I am simply trying to resolve this chapter, and recuperate some of the funds we paid for a first class moving service, that we did not receive.
  
  More pictures available upon request.

  Business Response

  Date: 12/08/2022

  We are extremely sorry about the quality of the move. Due to being the busiest time for the moving industry it can be difficult to reach us as the phones are busy, although this is no excuse as you have been trying to reach the customer service line for works. We want nothing more than to resolve this matter with the client and I will direct this to management and we can get find a resolution for damages as our contract states that we cover damages with our basic insurance and we definitely have no problem going forth with that. We will have a representative from the company reach out to you to further settle this matter. Thank you and again, we apologize for your experience.

  Customer Answer

  Date: 18/08/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)