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:02/01/2024

  Type:Service or Repair 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.

  the move occured on the July 20th from ************** to St. Cathrines *******. The damage was done during the loading/moving/unloading of my property. I have tried for a year to get the damage repaired. I am out of pocket the ****** it cost to repair the *********** teak dressers that had most of thier legs torn off. I have left the nics and scratches in the photos as well as the one torn chair that is part of a set of 6. The owner has ignored my calls/texts/emails up until as late as a few weeks ago. We recently discovered the damage done to our Landice treadmill, where all the screws were stripped due to inappropriate tools used to losen them to seperate the handles from the tread. This has recently caused issue in relocating the machine. the cost of repair is unknown but the hourly fee to have it serviced is $150.00 and that doesn't include travel time so we are looking at about 500 to repair this alone!! All my pics/evidence won't fit this file so please tell me how to forward them to you outside of this online form please. I chose this firm specifically after dealing with the owner and his assurances that he had experinece moving VINTAGE furniture to ensure it would not be damaged. turns out this was an exageration of his skill level and that of his team. BUT ignoring my requests for repairs and putting me off until it is almost too late to file a complaint is NOT what a BB highly rated company should be doing to its customers. i hope you agree. on a final note, the final bill was more than what i was quoted, so upon the damage done, i had a bill signifigantly more than what they quoted despite my having made trips personally with my SUV of several fragile items.

  Business Response

  Date: 03/01/2024

  Thank you for forwarding this to my attention.  We move ****** August 10, 2022 and she had sent me the pictures of the 2 chairs.  I contacted Fibernew in ************* to have those chairs fixed, it is the only company I could find to do it.  After speaking with ***** from ******** and sending him the pictures he never responded to me.  I then contacted their head office which they assured me they would have him call me.  After that didn't work I sent ****** the contact name and number for ******** to see if she could have it taken care of and I would pay for it.  I will be happy to pay the bill for those 2 chairs, please forward the bill and I will send her a cheque for it.  

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21085912
  
  I am rejecting this response because: i have several emails and texts to this person regarding all the damage, other than the treadmill damage we discovered this week.  I can provide copies of those if/when required so no, this is in fact not true.  I paid over ****** to have the two dressers repaired due to damaged legs that would no longer hold these units upright, and i most certainly showed him the marks left all over my furniture from rubbing during the transition or from being banged during loading and unloading.  He is not being honest about this case.

  As for the chair damage, it is one of a set bought in Burlington at the ************* on Fairview Road.  I would like the chair either repaired with the same fabric or replaced....his choice BUT something must be done at his expense, not mine.

  also, the total i said i paid to him for the move did not include the ****** deposit, so please add that value to the bill.

  The initial quote from him was $3,886.98 for the move from ****** to **************.  This included items from the several trips made by me and my daughter with some of the more fragile items before the move.  This was a ***** plus increase in the actualy moving costs, which caused a financial hardship for me, not anticipating this final bill.  There was no explanation other than the weight was higher than he "guessed". to which i thought was not reasonable, considering the number of years he had been in the business, he should have been better at "guessing" than a $***** shortfall.  I would like this overage to be a shared cost and split between us, so a $1,000 refund from the cost of the move would be appropriate at this stage, and i will forgo any damage claims.

  If i recall correclty, at the time of the quote, i was not sure i would be taking the freezer and 2nd fridge, and those items were calculated in the initial quote.  On the day of moving, those items were left behind for the new owners so, that weight was not on the truck that day.  To say that this sounds suspicious would be an understatement.

  Please provide a means of obtaining a $1,000 refund from this firm to settle this claim.  I will forgo any damage claims IF the refund is received.  Otherwise, i will be claiming both damages and unreasonable overages moving forward.

  Sincerely,
  
  ****** Hanstke-******

  Business Response

  Date: 08/01/2024

  The estimate given to ****** on May 30, 2022 after taxes was $4442.26.  The loading portion of her move took 45 minutes longer than estimated. My guys indicated on delivery a large portion of items were moved to garage and shed, the shed was a long walk with gravel ground so they could not use 2 wheel or 4 wheel dollies which added time.  The delivery portion of her move took **** hours longer then estimated.  Normally delivery is much quicker then loading, for example if a load takes 4 hours delivery is generally 3 hours.  Also as indicated in the estimate if the move takes more or less time you will be charge accordingly.  If you look at your moms move we did on September 8 2022 I estimated 8.5 hours but since it took less time we charge accordingly which was 8 hours.  On the actual bill as you can see there was packing material and delivery fee to have the packing material dropped off which was requested by you.  I have tried to attach the following but it will not allow me; an email sent on August 27, 2022 explaining the charges for you move, attached the estimate that was sent on May 30, 2022 and the actual invoice showing the charges, the $250 deposit taken off and the transit protection paperwork which was given to *************   Regarding these damages I looked back at all the pictures I have received and that small highboy was never sent to me only the rip on the top of 1 chair and a end table that had s**** in legs.  Every person we move gets sent the Transit Protection document which explains movers liability in ****** and I also went over this with you when I visited you at your home for your consultation.  You did not purchase the transit protection ($10 per pound) which means it was a released shipment ($0.60 per pound).   I do want to get this claim settled with you ****** and I did respond to each one of your emails, so I am not sure why you said that I never responded.  I would like to offer you (******) $350 to settle your claim. 

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 21085912
  
  I am rejecting this response because: i feel the money being offered is not going to cover the cost of repairing the two dressers that were damaged by having their legs torn off.  these are vintage pieces and their value is in being in original condition, or as close to as possible.  The repair to thes vintage pieces was a good repair that cost almost what he is offering, but they have modified the pieces and therefore lowered their value to a buyer.  All the nicks and scratches caused by careless handling add damage to the vintage pieces, and lowers their value.  These were in almost prestine condition when they were in ******.  the were moved to ****** wrapped and protected because they were vintage pieces.  I was assured by this gentleman that he had experience handling vintage pieces and assured me all itmes would be protected.  Clearly they were not.  I even spoke to the movers on hand about not dragging anyting piece as the legs are the weakest spot for most of these MCM vintage pieces.....

  The cost of replaceing the fabric on the chair and having it reupolstered will be more than what he is offereing.  the seat and the backing will have to be replaced to match.  Upolstering is expensive.  I have reached out to ***************** in Burlington to see if they have a smilar fabric but have yet to hear back from them if they do, the cost and the cost of having the chair redone.  I know and so does he that the 350 being offered will not cover the cost of repairing this chair.

  For these reasons i will not accept his 350 offer but will accept an offer of 800.00

  
  Sincerely,
  
  ****** Hanstke-******

  Customer Answer

  Date: 09/01/2024

  
  Complaint: 21085912
  
  I am rejecting this response because: i feel the money being offered is not going to cover the cost of repairing the two dressers that were damaged by having their legs torn off.  these are vintage pieces and their value is in being in original condition, or as close to as possible.  The repair to thes vintage pieces was a good repair that cost almost what he is offering, but they have modified the pieces and therefore lowered their value to a buyer.  All the nicks and scratches caused by careless handling add damage to the vintage pieces, and lowers their value.  These were in almost prestine condition when they were in ******.  the were moved to ****** wrapped and protected because they were vintage pieces.  I was assured by this gentleman that he had experience handling vintage pieces and assured me all itmes would be protected.  Clearly they were not.  I even spoke to the movers on hand about not dragging anyting piece as the legs are the weakest spot for most of these MCM vintage pieces.....
  
  The cost of replaceing the fabric on the chair and having it reupolstered will be more than what he is offereing.  the seat and the backing will have to be replaced to match.  Upolstering is expensive.  I have reached out to ***************** in Burlington to see if they have a smilar fabric but have yet to hear back from them if they do, the cost and the cost of having the chair redone.  I know and so does he that the 350 being offered will not cover the cost of repairing this chair.
  
  For these reasons i will not accept his 350 offer but will accept an offer of 800.00
  
  
  Sincerely,
  
  ****** Hanstke-******

   

  Business Response

  Date: 09/01/2024

  I need a actual email address so I can send supporting documents for this claim and maybe a contact name and number to discuss this? 

  Business Response

  Date: 10/01/2024

  After careful review of this claim, the maximum refund we are willing to offer is $350.  We can send a ********** or a cheque for $350 to *************  If ********** I will need to know the email address to send it to, and if cheque I just need a confirmation on address and postal code. 

  Customer Answer

  Date: 12/01/2024

  what are my options at this point, the amount is not going to come close to covering the damage done and yet i feel if i don't accept it it will be pulled and i will be left with nothing....how much negotiating do you do as the BBB to help increase these settlements?  I have full documentation of emails and text messages back and forth covering the broken legs on two dressers, the dings and dents, and the torn fabric on a chair, one of 6 in a set.  I have paid out of pocket ****** for the furniture repair and have yet to deal with the damaged chair fabric....not to mention the devaluation of my vintage teak MCM furniture from the extra damage done to the finish.

  What can the BBB offer in terms of negotiating a better outcome for victims.....and his explanation for the transportation cost increases are those typical of the industry....and unfounded.  What are consumer supposed to do when/if this is all they can do to get compensation that doesn't cost further expenses or time to come to a reasonable conclusion??

  what help can YOU offer BBB???

  Customer Answer

  Date: 17/01/2024

   
  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, under duress.
  
  Sincerely,
  
  ****** Hanstke-******

  Customer Answer

  Date: 17/01/2024

  my current address, of which he should have on file considering he delivered all my stuff here at a much greater price then quoted.....again accepted under duress, as is this settlement offer for his neglect and unprofessionalism.

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

  13 *************

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

  L2N 6R3