Complaints

This profile includes complaints for Capital Movers & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Capital Movers & Storage

  56 Railway Street Kingston, ON K7K 2L8

  
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  Capital Movers & Storage

  33305 Hwy 17 W Deep River, ON K0J 1P0

  
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  Capital Movers & Storage

  19 Frankford Crescent Unit #2 Trenton, ON K8V 6H8

  
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  Capital Movers & Storage

  153 North Murray Street Trenton, ON K8V 0A1

  

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:26/09/2023

  Type:Customer Service 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.

  Capital provided us with assistance to move residences on July 27, 2023. Extenuating damages were incurred to our belongings and new home. We believe the amount of damage to be greater than the cost of our move. We have provided Capital with a list of damaged items per their request. We have asked that someone from their team assess our damages and come to an agreed upon settlement before we pay the outstanding bill in full. Capital has stated we need to pay the bill in full before they will assess our damaged items. We are concerned that after we pay our bill in full our damaged items will not be fixed or replaced.

  

  Business Response

  Date: 28/09/2023

  ---To the BBB agent reviewing this complaint---
  
  Regrettably damages were incurred and included (but were not limited to) a hydraulic fluid leak on the driveway. Steps were taken immediately to clean the affected area and an asphalt contractor was engaged to perform an inspection after the area had been cleaned. I believe this shows we do not abdicate or otherwise avoid our responsibilities to remedy damages caused during the provision of our services.
  
  However, the terms of the move clearly stated that payment was due upon delivery. Services were provided on July 27th and yet to date we have received no payment at all from the Grubers.
  
  We provided the services on July 27th without deposit or security, simply under the agreement that the Grubers would pay upon delivery. We dispatched a crew and vehicle to perform the move as we committed. The Grubers did not pay for said services as they committed.
  
  On August 14th I confirmed receipt of the completed claim form and advised that our claims department would begin processing, however payment remained outstanding and that withholding payment would delay the claim process. Again, I note we initiated remediation of damages on July 27th.
  
  A statement of their account showing the outstanding amount was mailed on September 12th.
  
  The Grubers did not reply to my email on August 14th and have made no contact to follow up or inquire on the status of their claim since then.This complaint is the only contact they have made in response to my email of August 14th and the statement mailed on September 12th.
  
  Their claim remains in open status with our claims department and awaits fulfillment of the terms of the move contract before further processing.
  
  As a well reputed company that has been under the same ownership for over *************************** the community for a number of decades prior to that, we have always looked after damages we have caused. We take this responsibility very seriously; if we have broken or otherwise damaged an item we will repair, replace, or otherwise remedy it. This is among the variety of service obligations we have to our customers; customers with whom we have entered a good faith, binding, business arrangement
  
  ---end BBB agent portion---
  
  ---to complainant----
  

  Dear ****************:
  
  You hired us to do a job with the understanding and information that you would pay us for our services upon completion of the move. We completed your move. Unfortunately there was damage caused during the completion of the move. Accordingly, we responded immediately to begin to remedy the damage that was caused. This is part of contract into which we both entered. We participated in good faith however at more than one month out from completion of the core services, we have yet to receive any payment whatsoever for those services and as such are unable to continue in our provision of service to you (i.e. remedy of the damages) until you fulfill your obligation under the contract and submit payment for the services we have completed on your behalf and to your benefit.
  

  Sincerely,
  ***********************
  
  ----end complainant portion---

  Customer Answer

  Date: 29/09/2023

   
  Complaint: 20659329
  
  I am rejecting this response because:

  We asked Capital for a copy of their claim policy on the day of our move and the days following when management called to discuss the damages reported by the moving team. We let the management team know we were reluctant to pay our bill in full until we had a copy and we have yet to receive it. In hindsight, this is something Capital should send before services are rendered. We are hopeful the policy will answer some of our questions: 
  a) what is the timeline for repairs or replacements? I.e., does Capital commit to completing the claims process in 30 days?
  b) are all items covered? I.e., art, antiques, items purchased years ago etc.?
  c) what happens if we do not have a receipt for an item?
  d) what happens if an item is no longer available for purchase?
  e) if an item needs to be appraised, will Capital incur the cost of this?
  
  With respect to the hydraulic fluid leak on our driveway. We had to rinse and clean the affected area as best as we could on our own until additional members of the Capital team were dispatched to assist. We were subsequently billed for some of this time and that billing got reversed. Subsequent to this, Capital did engage with an asphalt contractor to inspect the area, this was arranged without our input and furthermore the company did not engage with us at the time of inspection. We are yet to be informed of their findings and recommendation. This does not give us confidence the claim process will be smooth. 

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

  

  Business Response

  Date: 03/10/2023

  It is regrettable that we are still unable to assure *************** that we will resolve her claim once payment has been received for the services we have provided.

  Having reviewed with the staff *************** spoke with following her move, I can confidently say that she was provided with reasonable and honest answers to her questions. However I recognize that perhaps these are not the answers she wanted to hear.
  

  Regarding her request for information regarding coverage for her goods while in our care, had it been requested she would have been directed to our website ************************************************************ and offered a paper copy of the attached (scanned) pamphlet. 
  

  I will agree that as we have progressed to digital presentations of our estimates this pamphlet has not been as widely distributed. However, it remains available when questions arise. This is something we are now reviewing to implement as an electronic version to accompany estimates when sent via email.

  In my initial email to *************** on August 3rd I attempted to alleviate the concerns she expressed in working through the claims process. In the same email I offered an alternative to her; seek remedy through her homeowners policy which would assure her of adequate representation as their adjuster would work with our insurer.

  As we are now more than 60 days post service and we have not yet been contacted directly by *************** for an update on the claim nor has our insurer advised of an open file, I am inclined to believe they chose not to pursue this course of action. Again I reiterate my belief that this complaint is in response to receipt of the mailed statement of account showing the overdue payment for services rendered.
  
  Simply put, we have continued to act in good faith throughout this transaction despite the ******** failure to honour their side of the contract by paying as per the agreed upon terms.

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 20659329
  
  I am rejecting this response because:
  
  

  We find the pamphlet vague and as such request that you respond to questions a-e that we asked in our previous message. One additional question is: 
  
  
  What is the maximum value, lump sum value declared on our shipment? Is this the maximum amount of coverage we would have? What if our damaged items exceed this amount?
  
  
  We have not engaged with our insurer as we do not want damages incurred by Capital to cause our premiums to increase and we do not feel we should have to pay the deductible. Correct me if were mistaken on this, but we dont see the benefit to us in going through our insurer. 
  
  
  Lastly, could you please let us know the resolution for the driveway?
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 03/10/2023

   From the CONSUMER:
  Sent 10/3/2023 12:22:25 PM
   
  Complaint: 20659329
  
  I am rejecting this response because:
  
  
  We find the pamphlet vague and as such request that you respond to questions a-e that we asked in our previous message. One additional question is: 
  
  
  What is the maximum value, lump sum value declared on our shipment? Is this the maximum amount of coverage we would have? What if our damaged items exceed this amount?
  
  
  We have not engaged with our insurer as we do not want damages incurred by Capital to cause our premiums to increase and we do not feel we should have to pay the deductible. Correct me if were mistaken on this, but we dont see the benefit to us in going through our insurer. 
  
  
  Lastly, could you please let us know the resolution for the driveway?
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/10/2023

  I sincerely regret that **************** feels the terms of our services were and remain unclear; we consistently endeavour to support consumers who obtain estimates and/or book services with us by providing pertinent and detailed information, inviting questions at any time, to ensure they are fully informed when they make their choice of a mover. All of the questions expressed in this most recent exchange can be readily answered in the documents we provided, and our staff would have gladly provided further explanation/clarification if asked.

  The declared value of goods we were asked to move was $40,000 however, in absence of payment for the increased carrier liability charge on the bill, our liability is limited to $0.60 per pound per article as this is the rate of liability should someone choose to decline coverage.

  We strive to resolve all claims within 30 days of receipt of the claim form, however that does require transportation services to be paid in full for final settlement to be issued. If we fail to settle the claim within 30 days then we will refund the cost of Increased Carrier Liability charged to the customer, yet again, this assumes that we have been paid for our services. Failure to pay for the transportation services rendered only delays processing of a claim.

  I believe it is important to note, perhaps reiterate, that despite claiming extensive damages caused during the provision of relocation services, *************** has not made any attempt to contact our office for an update as to the status or resolution of her claim. Which seems puzzling given the amount of her claim. Nor has she pursued the supplemental course of action I recommended to her when she expressed concerns on August 3rd. Instead, after a lengthy period of no response, her chosen course of action has been to file a complaint to the BBB, ostensibly in response to receipt of a statement of her outstanding account for services rendered.

  We very much remain ready to process ******************** claim once she has paid for the services received. Until then no further action can be taken on her claim, for the reasons referenced above. 

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20659329
  
  I am rejecting this response because:
  

  You still have not answered questions B-E. Nor have you answered what the resolution for the driveway is. Also, you havent answered our question about the benefit to us in going through our insurer?
  
  
  In your response you say you consistently endeavour to support consumers who obtain estimates and/or book services with us by providing pertinent and detailed information, inviting questions at any time, to ensure they are fully informed when they make their choice of a mover. This has not been our experience. For example, we asked your management team, your claims team and you yourself what will happen in the case of our antique bus scroll. The frame and glass of our bus scroll were smashed and a piece of glass went into the bus scroll. This item was purchased over ******** Marketplace so we dont have a receipt. Will we be required to get an appraisal at our own cost? 
  
  
  Contrary to what you have expressed, we have not heard positive feedback about the claim process. We now live on the East side of Kingston where there is a high military presence and have spoken to our neighbours about their moving experiences. Its our understanding Capital/United is one of the contracted movers for the military. One significant concern was the claim process for antiques, our neighbours told us they had to pay out of pocket for the appraisal which was extremely costly and was going to cost more than the cost to replace the items themselves. Another concern was the length of time it took to seek resolution. 
  
  
  To date, we feel Capital has consistently given us vague answers to our questions, strong arming us into paying our bill in full. We feel this leaves us with only *hope* that our items are repaired or replaced to our satisfaction. We have not refused to pay Capital, we simply want to be informed of how our items will be repaired or replaced before moving forward. 
  
  
  We have found it increasingly hard to communicate with Capital and this is why we hadnt responded since August 3rd and decided to communicate through BBB. Id like to add ********************** has not reached out either. As a compromise, we would like to offer to pay Capital half of our bill until they can advise on how our items will be repaired or replaced. If we feel the response is reasonable we will then pay our bill in full and move forward with the repairs or replacements. This is still leaving us in a compromised position, without assurance Capital will follow through. However, we would like to move forward and put this behind us. 
  
  
  Should Capital not accept, we will reach out to the BBB for further assistance. 

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

  Customer Answer

  Date: 05/10/2023

  From the CONSUMER:
  Sent 10/5/2023 7:27:08 AM
   
  Complaint: 20659329
  
  I am rejecting this response because:
  
  You still have not answered questions B-E. Nor have you answered what the resolution for the driveway is. Also, you havent answered our question about the benefit to us in going through our insurer?
  
  
  In your response you say you consistently endeavour to support consumers who obtain estimates and/or book services with us by providing pertinent and detailed information, inviting questions at any time, to ensure they are fully informed when they make their choice of a mover. This has not been our experience. For example, we asked your management team, your claims team and you yourself what will happen in the case of our antique bus scroll. The frame and glass of our bus scroll were smashed and a piece of glass went into the bus scroll. This item was purchased over ******** Marketplace so we dont have a receipt. Will we be required to get an appraisal at our own cost? 
  
  
  Contrary to what you have expressed, we have not heard positive feedback about the claim process. We now live on the East side of Kingston where there is a high military presence and have spoken to our neighbours about their moving experiences. Its our understanding Capital/United is one of the contracted movers for the military. One significant concern was the claim process for antiques, our neighbours told us they had to pay out of pocket for the appraisal which was extremely costly and was going to cost more than the cost to replace the items themselves. Another concern was the length of time it took to seek resolution. 
  
  
  To date, we feel Capital has consistently given us vague answers to our questions, strong arming us into paying our bill in full. We feel this leaves us with only *hope* that our items are repaired or replaced to our satisfaction. We have not refused to pay Capital, we simply want to be informed of how our items will be repaired or replaced before moving forward. 
  
  
  We have found it increasingly hard to communicate with Capital and this is why we hadnt responded since August 3rd and decided to communicate through BBB. Id like to add ********************** has not reached out either. As a compromise, we would like to offer to pay Capital half of our bill until they can advise on how our items will be repaired or replaced. If we feel the response is reasonable we will then pay our bill in full and move forward with the repairs or replacements. This is still leaving us in a compromised position, without assurance Capital will follow through. However, we would like to move forward and put this behind us. 
  
  
  Should Capital not accept, we will reach out to the BBB for further assistance. 
  
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/10/2023

  We have provided *************** with the information on our claims process and restated parts of it as necessary in the hopes of moving forward with the process. The details she requests are a function of the actual process which can not be determined or otherwise provided until her claim is actually processed. Again, this has been delayed due to lack of payment for the services provided.

  The amount owed for services provided does not change regardless of how various items on her claim are settled. This fact negates the viability of her proposal to make a partial payment as any amount withheld remains due regardless of how satisfied she is with the claim settlement.

  Therefore and in the sincerest interest of finding a conclusion to this matter, I respectfully offer the following two options for ******************* consideration:
  1 - *************** fulfils her obligation under the original agreement by paying for the services rendered. Upon receipt of payment, work on her claim file will resume and she will receive the detailed responses she seeks. Payment can be made by contacting our *************** at ************ between 9am and 4pm, Monday to Friday and speaking with ***** or *****.
  

  - or -
  

  2 - which is not our preferred remedy but is an option I am willing to present in this exceptional case, *************** retracts her claim and releases Capital Movers and Storage from any responsibility or obligations under the terms of the move including any and all damages related to or arising from the services provided. In return for this full and final release,  *************** will receive a full credit for the services provided to offset the current amount owed.

  Customer Answer

  Date: 16/10/2023

   
  Complaint: 20659329
  
  I am rejecting this response because:
  

  We thank Capital for their offer to offset the current amount owed of $3,065.13. This would be our preferred remedy as we are not confident in the claim process. However, my husband and I have taken some time to get quotes to repair some of our damaged items and these costs will exceed the amount owed. We ask that Capital would consider having our driveway sealed in addition to offsetting the current amount owed. 

  Thank you for your consideration.

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

  

  Business Response

  Date: 17/10/2023

  As stated in our previous reply, the option that *************** elects to pursue is not our preferred means of resolution as it requires her to sign a release and retract her claim, and our intention has been to proceed with addressing her claim as per our policies. We only present the option of release from cost of move (full credit) as it seems to align with the comments made to staff by *************** on the day of the move and in the days following. However, despite our hope to proceed through the claims process with ****************, our understanding, based on her most recent reply, is that she is not interested in this process. Therefore, we provide the attached release for her acceptance and to put this matter to rest.
  

  Any compensation beyond the reversal of all charges related to the move would be considered part of our claim process and therefore will not be considered unless **************** wishes to pay in full for the services provided.
  
  
  Sincerely,
  **************************
  President

  Customer Answer

  Date: 23/10/2023

   
  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,
  
  *****************************