Complaints

This profile includes complaints for Centennial Moving's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Centennial Moving

  11 - 500 Esna Park Dr Markham, ON L3R 1H5

• 

  Centennial Moving

  8000 Bathurst St. PO Box 30056 Thornhill, ON L4J 0B8

• 

  Centennial Moving

  670 Parliament St Toronto, ON M4X 1R4

• 

  Centennial Moving

  201-400 English Drive Moncton, NB E1E 4C2

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:01/10/2024

  Type:Billing 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 had originally contract Centennial knowing they judge by weight we advised we do not want to do an inventory list but by weight estimate. The quote was for 3000 pounds for around $2800. We accepted this. When we moved and they fetched our stuff, suddenly they are stating it's 4500 pounds and $5900 more than double. Further, they will not weight the truck without us paying $400 should they not be incorrect. They are not transparent about pricing. Now I'm at an impasse of being forced to pay their price to get my stuff. Further, they aren't even keeping to the 2-3 week schedule are promised.

  Business Response

  Date: 14/10/2024

  Dear *******,
  We are sorry to hear you had less than excellent experience with us.
  We appreciate your feedback and take all reviews seriously, particularly when there are factual inaccuracies that need clarification.
  To address the issue of pricing: you were duly informed at the time of the estimate that any discrepancies between the declared and actual weight of your inventory would result in an adjusted charge. Your original declared inventory was 1,809 lbs, than updated to 3,000 lb, yet the weight at pick-up was over 4,950 lbs, significantly exceeding what was originally disclosed. The resulting adjusted cost was communicated in full transparency and accepted by you prior to the commencement of services.
  Regarding the fuel surcharge, this fee is standard across the industry and was clearly outlined at the time of your booking.
  It is applied uniformly and does not fluctuate based on seasonal fuel prices. Again, this was disclosed prior to service commencement.
  With respect to the delivery timeline, it is important to note that your review was posted on the day of pick-up. The delivery process is still within the estimated timeframe you were provided.
  Any assertion to the contrary is premature and not reflective of the actual circumstances.
  Finally, we stand by our commitment to transparency and fair practices.
  While we always strive to address any genuine concerns, we expect customers to provide accurate information and avoid misleading claims that can harm our reputation.
  
  Should you require further clarification or wish to discuss this matter in detail, we are more than happy to assist.
  
  
  

  Customer Answer

  Date: 14/10/2024

  I am rejecting this response because:
  The pricing is not the issue. The issue is the $400 charge of checking the weight and the fact you thereby admit you add 10% to the weight given as I pay the $400 only if your weight is off by less than 10%. I'm sure you understand the problem with that. You thereby fully administered 10% can be added and I will pay $400, therefore it's a lose lose situation for me... and one that ensure customers do not challenge your "honesty".

  Secondly, my property was collected on the Saturday. Onve collected i received the email on the Monday stating you could no longer agree with the timeline and it will be delayed. In other words, had you told me on the Saturday before taking my property, I would not have gone with your company. However  you got my property and then changed the contract terms, ******* ** ** *** ***** ** *** **********

  In dealing with the company  the responses have been few and the solutions non existent. The fact you will *** about facts so easily proved ** **********.

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

  
  

  Business Response

  Date: 23/10/2024

  Dear *******,

  We appreciate the opportunity to address your concerns again and wish to close this matter with final clarifications.

  $400 Weight Check Fee: To clarify, at no point were you charged the $400 fee. This fee would only have applied if the weight discrepancy had been within the 10% margin of the original declared weight. However, the actual weight of your items was significantly higher than your declared inventory, exceeding 4,950 lbs compared to your initial declaration of 1,809 lbs and even an increased declaration of 3,000 lbs at a later date. Due to this gross misrepresentation, the adjusted invoice reflects the true weight, and no additional weight verification fee was imposed.

  At no point were you denied the opportunity to witness the weighing of your items. In fact, you were offered this option multiple times and chose to decline. Our weighing methods are fully compliant with industry standards, and we provided transparency throughout the process. The 10% discretionary range is standard practice to account for any minor discrepancies, and this too was communicated clearly in advance.

  Waiver of Charges and Delivery Adjustment: In an effort to accommodate you, we waived the $300 inventory discrepancy charge, which should have been applied due to the major difference between your declared and actual inventory. Additionally, we expedited the delivery by moving it a week earlier, directly impacting our scheduling with other customers in order to prioritize your situation.
  

  We take your allegations of dishonesty seriously and reject any accusations ** ******** ******** ** manipulation. We have conducted ourselves with integrity and full transparency throughout this process.

  While we value feedback, baseless threats to harm our reputation will not be tolerated. Should you wish to continue the discussion in a constructive manner, we are available to address any legitimate concerns.
  
  

  Customer Answer

  Date: 31/10/2024

   I am rejecting this response because:
  
  The company relies on ***** misrepresentation and has been continuously ********* me to remove ****** reviews. They were only going to weight the truck when full, never initially empty, meaning the consumer relies on the belief of the truck weight. See the issue there..

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

• Initial Complaint

  Date:14/03/2023

  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.

  Me and my ex partner hired this moving company last year to move us from BC to NS, the original quote was just over 2300$ that we agreed upon and we had our date for pick up set (end of February) unsure accurate date. I was out of town for school and my partner had to supervise the packing. We thought everything was good had a free month of storage on them in Toronto while we travelled across the country, when we arrived and had our drop off date into a storage locker is when the problems came up. They told us it would be 4800$ dollars now not the original 2300$ that we were quoted, I understand prices change but that is a significant increase, when we got to the storage facility they had unloaded and put everything in front of our locker waiting for us. Demanding we pay before we go over everything/before they load it into the locker. As I am going through everything I am being rushed and asked over and over is this everything, can we pack it, hurry up. We were unable to accurately check everything to determine if things were broken/missing. Now that we have been able to unpack everything, we are missing multiple boxes and had multiple objects broken, (dish sets, lamps, shelves, furniture) we were given a week after delivery to send in reports of missing or broken items. We were both working, and did not have the time to do it. I don’t know what to do from here, my biggest concern is the items missing, approximately 3 boxes and one flat plastic tube (all full).

  Business Response

  Date: 17/03/2023

  Dear ****, 

  We would like to thank you for bringing your concerns to our attention regarding the missing items from your move. We understand that it can be frustrating to experience issues during a move, and we apologize for any inconvenience this may have caused you.
  

  We would like to explain that sometimes unforeseen circumstances can occur despite our efforts and measures in place to ensure the safe and timely delivery of your belongings. However, we take all customer complaints seriously and we regret that you have experienced difficulties with our service.
  We understand that you were unable to go over all of your items when they were delivered due to work and getting settled into your new home. However, we would like to remind you that you did not contact us to file a claim for a year, which made it difficult for us to locate the missing items. Had we been notified earlier, we would have taken immediate action to investigate and resolve the issue.
  We appreciate your feedback regarding the intimidating behavior of our employees during the inspection of your items. We take these matters very seriously and we will investigate the incident to ensure that our employees are trained to provide excellent customer service and address customer concerns in a respectful and professional manner.
  We are still open to accepting your claim and negotiating a reasonable compensation for the missing items. Please let us know if you would like to proceed with this and we will work to resolve the issue to your satisfaction.

  Customer Answer

  Date: 24/03/2023

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

  How was I suppose to notify you sooner when only now have we been able to unpack and take note of everything. 

  I was told in our emails that my boxes were most likely disposed of, this means your employees actively pick up my boxes that had log # stickers in them and disposed of them instead of looking into why these boxes were sitting alone and for an extended period. Very unprofessional.

  With the amount of money we spent I expected far better service and communication, I understand you most likely have a lot of customers that you deal with every day, but we paid the insane price that was we were billed and expected to have put items be taken care of and treated with respect.

  many boxes came smashed and ripped open. I actively watched your employees throw my boxes to one another and into the storage unit that we had, including several boxes full of dishes and glasses which were broken! Once again very unprofessional.

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

  Business Response

  Date: 31/03/2023

  Dear ****, 

  We contact customers if something gets to lost and found.

  We tried to make an exception in your case even though we did not hear from you in a year and had no way of knowing that there are any issues with your move and still process the claim and offer compensation but you refused. 
  

  We are still open to accepting your claim and negotiating a reasonable compensation for the missing items. Please let us know if you would like to proceed with this and we will work to resolve the issue to your satisfaction.

  Customer Answer

  Date: 04/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  You said they would have grabbed my items to dispose of them. Would that not be considered lost and found since it was left behind. 
  i understand that I was unable to notify you about the missing items till a year later. I just don’t understand how your employees can see items with a sticker notifying whose items they are and still decide to dispose of them. Instead of contacting me about the items left behind. Very unprofessional, we lost thousands of dollars worth of items and you offered a couple hundred dollars for compensation. No thank you.
  
  Sincerely,
  
  
  
  **** *********

  Business Response

  Date: 05/04/2023

  Dear ****, 

  As we have communicated previously, nothing was claimed for over a year. Anything that is unclaimed and possibly unmarked at that point, as we have an active warehouse, gets disposed of. It would have been unclaimed for 6 months before getting disposed. You never contacted us that anything was missing. Even though our policy for claims is 7 days, we still offered reasonable and fair resolution after more than a year. 

  Please reach out to us if you wish to discuss the compensation further.

  Customer Answer

  Date: 11/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  You as a company should have been proactive about returning the items, as YOU forgot them at your warehouse. Yes It took us a year to go through our stuff after moving across the country paying double what the original quote was and moving our stuff into a storage unit, we trusted you as a company (our first mistake) to move our items safely from one point to another.

  All while starting our full time jobs in a new province while reorganizing our entire lives. I do not want compensation * **** ****** ** **** *** ***** **** ******* ** ** **** *****
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:19/07/2022

  Type:Billing 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.

  This is to bring into attention that the movers have billed me way more than what the actual weight was. I had no choice to pay them the amount (in cash) because my stuff would not have been delivered to me on time otherwise. The weight that was billed seems like it has been calculated on a per cubic feet basis instead of the actual weight on the scale which was communicated to us by the mover.
  
  I have tried to weigh the stuff as much as what was possible to do at home easily and the weight as per my assumption is approximately 1850lbs and even with a cushion of 150lbs it could not have exceeded 2000lbs. However, the mover has billed me for 2870lbs which is almost 1000lbs more than the actual weight.
  
  * ** ********* the variance of weight of some of the items for which I could find the weight from the stores where the things were bought from.
  
  I would request you to please have this sorted and help me recover the unjust excess amount billed to me by Centennial Moving.

  Business Response

  Date: 02/08/2022

  We are currently having a discussion with the customer to resolve the issue.

  Customer Answer

  Date: 10/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I do not accept their response because the responses have been vague and repetitive. The responses instead of working towards a solution were targeted towards me being at fault. Till date I have not been provided the scale receipt although I have asked for it in my emails. Also, I was told that "Since we use MTO weigh stations (which are Governmental facilities), we take the freight information they provide and put it on the paper with our name on it.".
  
  
  
  With regards to the variance of item wise weight of some of the items that I shared with you also, I was told that the company uses industry averages for estimates. I fail to understand how:
  
  stroller of 18lbs has an industry avg of 80 lbs
  
  LED TV of 55" of 50lbs have an industry avg of 160lbs
  
  Bar stools of 68lbs have an industry avg of 192lbs
  
  Tower fan of 15lbs has an industry avg of 192lbs
  
  An artificial plant of 12lbs has an industry avg of 180lbs
  
  And these are only a few from the list that I earlier shared.
  
  
  
  I was told that I should've opted for rescaling of the items before delivery, but was never informed about this option availability when I started the dispute with the mover before the delivery of the items.
  
  
  
  After back and forth emails for weeks the mover started offering me refunds of $100 and $150 which I kept refusing. Their final offer to me is a refund of $200 after I said that I do not accept this and would let BBB decide. If it was a small dispute of such amounts, I probably would not have raised the complaint in the first place.
  
  
  
  I believe the movers never would've offered me a refund if I was at fault, them offering me tiny refunds and bargaining on the amount ***** ** ******* **********.
  
  
  
  Therefore, I request *** to please have this sorted *** ****** get ** a refund of the unjust amount charged to me along with the related charges like fuel surcharge etc which is charged on weight basis.

  Business Response

  Date: 10/08/2022

  While we totally agree you sometimes can't list every single item, I hope you understand that in this case the estimate can't be accurate as well. Even with the incomplete inventory that you have submitted, the industry average weight of your belongings was 2550 lbs. We specialize in consolidated moves and the accuracy of the inventory is playing a vital role as we secure truck space for customers' belongings based on the information they provide. Thus, we have the following disclaimer in our Terms & Conditions
  
  
  
  Disclaimer: you are fully responsible for the accuracy of the information provided, list of items, addresses, etc. Failure to provide accurate information may lead to departure and transit time delays, as well as a last-minute cancellation. In such an event, the deposit is not refundable. To avoid changing your requested moving dates, send us the inventory and pickup address before submitting the deposit. Please note: a penalty of $300 will apply should the incomplete or inaccurate inventory provided by you force us to cancel or reschedule other customers.
  
  
  
  Regarding the scale ticket, we also inform customers right on their online estimates that
  
  
  
  This is a non-binding estimate. Your final charges will depend on your exact weight. Your belongings will be scaled and a receipt will be provided upon request (the minimum shipping weight charge is for 1000 lbs).
  
  
  
  I totally understand you expected the weight to be as less as possible and we always try to make the scaling process as transparent as it can be. And if the customer questions the weight, he has the absolute right to witness the rescale as stated in the Terms & Conditions
  
  
  
  2.3.1.2 Scale/Rescale
  
  The exact weight is determined by scaling the truck twice - before and after pickup - using MTO weigh stations (which are Governmental facilities). At request, Company provides a copy of the scale ticket. Per the Customer's request goods can be rescaled. Customers must find a scale facility within a radius of 16km from the delivery address. All rescale costs such as scaling, gas, time, and wages will be covered by the Customer if the weight upon rescale is within a 10% margin of the provided weight. If the weight is outside of the 10% margin, Company will cover any associated costs related to the rescaling as well as adjust the bill according to the new weight.
  
  
  
  We have had this information available in your online estimate from the very beginning. When someone doesn't agree with the price, payment is not done and contracts are not signed until the frustration is resolved.
  
  
  
  The difference in the amount of items you listed versus picked up was 18 and the price changed by 300 lbs from original estimate.
  
  
  
  We are sorry we couldn't fulfil your money compensation of the size you requested in private conversation but we strongly consider the offer we did was fairly reasonable.

  Business Response

  Date: 05/12/2022

  Please inform the customer we would like to satisfy their request for compensation and close this case. Thank you

  Customer Answer

  Date: 05/12/2022

  
  
  I have reviewed the response made by the business i, and find that this resolution is satisfactory to me.