Complaints

This profile includes complaints for AMJ Campbell Van Lines 8923's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AMJ Campbell Van Lines 8923

  936 Park Street Kenora, ON P9N 1B7

• 

  AMJ Campbell Van Lines 8923

  936 Park St. Kenora, ON P9N 1B7

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:23/05/2024

  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 first contacted Atlas Van Lines February 17, 2024 who transferred the call to Bev to discuss my move from Ear Falls, Ontario to Hamilton, Ontario. An estimate was emailed, which I reviewed. Due to multiple personal situations that occurred during this period, I was displaced and at certain times could not respond to Bev or Darlene immediately. March 2, 2024 I was in contact with both Darlene and Bev onward (except between March 7-10, 2024 ** * *** ********). My property in Ear Falls was moved from Ear Falls to Oakville Friday 28, 2024. I was given the cost of the storage cost. I have not been to my former apartment in Ear Falls *** ** ****** ******** ***** *** *** * ******** ** ********  I was unable to pick up my possessions from their Oakville storage facility April 12, 2024, but was able to do so on April 19, 2024. When I was began to unIoad the boxes, I noted personal items missing (guitar, microwave, shower curtains, water pillow with it's accessories, pillow case, etc), also I noted how my property was handled with disrespect. ** ***** ******* *** *** ****** ** * ***** *** **** ****** ******** *** *** * ***** **** *** ** **** ***** **** ****** ** ******* ***** ****  Immediately I sent Darlene and Kevin an email and spoke to her the following day. Her response was because I was not present at the move, signed off and chose plan A, a claim was rejected. I would like to state that although Bev, Darlene and Kevin has been patient and understanding, this is unacceptable. ** ******* *********** ** ********* * **** ******* ** ** *** ****

  Business Response

  Date: 18/06/2024

  Good morning,

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

  Notification of Amount Due.

  Notification of Concerns due to no communication and advising what will happen to the shipment as it was in transit for a home delivery in Hamilton referencing additional costs to apply.

  Notification of acknowledgement to Ms. *********** personal issues

  Notification of the shipments redirection…..

   

   

  As mentioned,   the move was one of a kind and everyone involved were concerned.  No communication, ********, Redirection, plans changing more than once with the Destination Agent who was holding the shipment in care.    No funds to pay,   requesting monthly payments.  

   

  AMJ Kenora is a Diamond Customer Service and also a National Quality Award Agency.    These awards are extended to us by our customers through surveys.  I did my very best to extend an understanding to Ms. *********** situation and offered a resolve until she had her personal affairs in order.    If Ms. ********* had communicated and advised to us prior to the pick up of the shipment the issues that we would be facing,  as a professional I would of made suggestions for all of this to be avoided.   

   

  In regards to claims.    As mentioned to Ms. ********* in my ******** email dated April 24^th the signed plan of choice available can be applied to the signed Inventoried items at a replacement cost of *** cents per pound per article should an item be damaged.   Example shown in the Confirmation of services is “ An item weighing 10lbs the replacement would be calculated at ****** * ******   I advised that after 60 days ATLAS / AMJ Closes files and everything after this would be looked at on a local level.   ** *** ******** ***** ********** *** ***** ********* ** *** *** ***** ** ******** ** *** ********* ** ** ******    I advised to her that the claim amount would be approximately $***** based on the Signed Plan of Choice.    Special Note *   I also referenced that this shipment was now being picked up by “third party” not affiliated to any moving company and that if there was an exception it would need to be identified on site prior to the removal from the Authorized AMJ Agent holding.   This policy is put in place as we have no idea as to who will be handling the shipment, how it will be cared for etc.     The Signed Plan of Choice is in the Confirmation of Services Letter.   A signed Mandatory Bingo sheet was extended by the agent holding the shipment to ensure all inventoried items were accountable for.   No exceptions noted or missing inventoried items. 

   

  Much Thanks,

   

  Darlene

   

  Customer Answer

  Date: 24/06/2024

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

  Darlene, you state that there was no communication, I had no funds to pay and I requested monthly payments.  These are false.  I made sure to communicate via email or phone to keep you and Kevin up to date.  *** ******** ** *** **** ***** *** **** ***** ** ***** **** * **** ***** ** *** *** ******** ******** ******** ** ***** *** ****.  As I stated, I have always made sure to communicate to both you and Kevin, who were aware when I would make the payment and pick up my belongings from storage (Oakville).  I never requested monthly payments, as I was fully aware that payment was to be made in full.  Also, there was no way to ascertain if all my belongings were present as when I picked them up April 19, 2024, they were in boxes. 
  
  When I picked up my belongings, the majority were in boxes and I never imagine some would be missing until I came to my place of residence. 

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

  Thank you for your service.
  
  
  
  Sincerely,
  
  Gabrielle *********