Complaints

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

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  Professional Movers Ottawa

  17 F Enterprise Ave Nepean, ON K2G 0A7

  
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  Professional Movers Ottawa

  12 Penrith St, Kanata, ON K2W 1C8

  
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  Professional Movers Ottawa

  546 Louis Toscano Dr, Orleans, ON K4A 0A8

  

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:24/02/2025

  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 hired Professional Movers Ottawa for my move on December 4, 2024, and January 4-5, 2025, paying over $8,000. The move was done in two parts due to a small truck. The first team moved my belongings to storage on December 4, and the second team moved them to my new home on January 4 and 5th due to small truck. It was only during the second move that I discovered the severe damages caused by the first team. ******* Issue:** My custom-made king-size bed frame, valued at $5,000, was badly damaged. This bed was designed by a designer in ***************, and I intended to keep it for a lifetime. Instead of properly addressing the damage, the company took only part of the footboard for repairs, glued it, and try to returned it without testing its strength. They refuse to guarantee its durability for 10 years in writing, which is unacceptable. **Unfair Settlement & Misleading Compensation:** - The company pressured me into accepting only $250 for all my broken glassware in them some of them are decorative items sentimentalvalues and gifts ** and furniture damages. - They later claimed they compensated me by sending two movers for 5 hours , but initially, they said it was a goodwill gesture to help organize my belongings because I am senior recovering from a major brain surgery on ODSP and loan money to pay them in cash. - They made me sign a settlement email, saying I could not take further action, but my **bed frame was not included** in this settlement. **Poor Business Practices:** - They **hide damages**, delaying my ability to report issues. - Their **movers were untrained**, contrary to their claims of having "professional" staff. - They **refuse to fully fix or replace** my bed frame, which their movers broke. I request **full compensation of $5,000 for my bed frame and reimbursement of my $8,000 moving costs**. This company **deceives customers and misleads the public**. I urge the BBB to **hold them accountable** and warn other consumers.

  Customer Answer

  Date: 06/03/2025

  Good Afternoon,
  
  I am writing to formally respond to Professional Movers latest email regarding my complaint. Their response is completely unacceptable, and I am demanding immediate action. Please find their email attached, along with my response.
  
  My Demand:
  
  I demand a full reimbursement for my bed frame, which was damaged beyond repair during the move. The repaired version they provided is entirely unacceptable, and I refuse to accept it. Professional Movers has lost all credibility, and I will no longer engage in discussions with them.
  
  
  1. Full reimbursement for the original purchase price of my bed frame so I can replace it myself.
  2. Compensation for the damages caused to my belongings during the move.
  3. Acknowledgment of the distress and suffering I endured for two months without a proper bed, especially while recovering from major brain surgery.
  4. Accountability for misleading and financially damaging methey charged me for insurance, promised to replace damaged items, and yet failed to deliver. Instead, they offered compensation that is a mere fraction of the actual value, which is unacceptable.
  5. All my boxes arrived damaged, several items are missing, and my bed frame was severely broken. I reported these damages, yet I continue to discover more due to their negligence.
  
  Key ************************************ has proven to be dishonest, repeatedly lying, delaying action, and showing no accountability. They have lost all credibility.
  They falsely claimed that a staff member was "out of town," when in reality, he was present at their store and deliberately ignored my complaint. Now, after BBBs involvement, he conveniently returns to work to cover up their negligence.
  The deadline to replace my bed passed over a month ago, despite their full knowledge of my urgent medical condition. I will not accept any more excuses.
  The glued repair is a disgrace. I have seen the pictures, and my heart refuses to accept such a pathetic fix. Their so-called guarantee is meaningless.
  Before I filed my complaint with BBB, I received a verbal call pressuring me to stay silentthis is highly unprofessional and an attempt to cover up their wrongdoing.
  They are falsely projecting themselves as Ottawas #1 moving company with a five-star rating, when in reality, they cheat customers, damage property, and refuse to take responsibility.
  
  Civil Rights Violation & Consumer Fraud:
  Professional Movers has not only financially harmed me but also attempted to silence me and cover up their misconduct. This is a serious violation of my civil rights. As a consumer, I have the right to seek justice, especially after being misled and denied what was promised under their so-called insurance policy. They cannot run a business by deceiving the public.
  
  Financial Impact & Final Demand:
  I demand a full refund of the original price I paid for the bed.
  I paid Professional Movers $8,000 in cash for my moving expenses, and in return, they provided disastrous service.
  The current cost to replace my customized bed now exceeds $8,000 plus tax.
  By reimbursing me at the original price, they are saving over $4,000they should be thanking me for this, as replacing it at todays cost would be even more expensive.
  
  No More Negotiations  I Will ****** Their Fraudulent Practices
  Professional Movers has shown that they cannot be trusted. If they fail to issue my refund immediately, I will publicly expose their dishonest business practices. People deserve to know how they manipulate customers, damage property, and fake their five-star ratings to appear as Ottawas top moving company. Their deception must be exposed.
  
  Next Steps:
  I urge BBB to take immediate action and ensure that Professional Movers immediately issues check for my full refund without delay. If no action is taken, I will be forced to escalate this matter publicly and same time higher a lawyer with class action suite. 
  Please confirm receipt of this email and advise on the next steps.
  
  Sincerely,
  Rhamadeevi 
  
  

  Customer Answer

  Date: 07/03/2025

  I HAVE ATTACHED THE PAYMENT IN CASH,  DOCUMENT I *.ZIP

  Complaint Regarding Unethical Moving Practices and Financial Hardship:

  I am writing to formally document my experience with the moving services I hired, which resulted in severe financial and emotional distress due to dishonest billing practices, lack of transparency, and concealed damages to my belongings.

  Financial Hardship & Unexpected Costs
  The initial estimate provided by the movers was misleading, as they extended job hours significantly, doubling the final bill. I was forced to borrow money from various people to cover the unexpected total cost of $7,823, including tips for three days of different movers. At the time of payment, I was already struggling with limited funds and had to make last-minute financial arrangements.
  As a 63-year-old woman in post-operative care following major brain surgery, I am medically unfit to work due to ***********, severe cognitive impairments, and mobility challenges requiring support. I believe the movers took advantage of my health condition, including my hearing impairments, to manipulate the pricing and services.
  To this day, I still owe $6000 to my sister and a friend, which I borrowed solely to cover these unfair moving expenses.

  Damages & Unethical Business Practices:

  
  In addition to the financial burden, the movers caused extensive damage to my belongings, including brand-new items, crystal glassware, wine glasses, and sentimental gifts from friends and familymany of which are irreplaceable. Shockingly, they hid the damage from me, and I only discovered it a month later when retrieving my items from storage.
  Their actions have been deceptive and exploitative, making the entire experience extremely stressful and emotionally exhausting. Moving is already a challenging process, and unethical business practices like these have only made it worse. My prognoses is not good and dealing with shorten life span after my surgery, on top of this problems my custom bed strong one broken. I am in Ottawa for last 26 years and never saw a moving company who could handle so bad and rating is fake, cheating people and doing business. They need to be banned or get punishment for hiring people who are not qualified and they are all not in a status PR or Citizenship in Canada. I am totally hear broken with the rude behavior of those movers being disrespectable towards me and dictating me not to give them any suggestion and did heavy damages :( :(:(
  

  Request for Resolution
  I am attaching proof of all cash payments made to the movers some missing, along with my written comments on this situation. I kindly request [specific action: refund, compensation, investigation, or other relevant resolution] to address the financial and emotional hardship caused by this companys unethical behavior. They need to pay for it every *****, for my new bed and return my moving expenses.
  I appreciate your time in reviewing my case and look forward to your response.

  Sincerely,
  Rhamadeevi **********

  

  Business Response

  Date: 11/03/2025

  Dear Better Business Bureau,
  We are writing to formally respond to the complaint filed by Ms. ********* ********** regarding her moves on December 4, 2024, and January 4-5, 2025. We strongly refute the misleading claims made in her complaint and wish to clarify the actual events that transpired supported by our documentation.
  

  Facts of the Move:
  

  First Move (December 4, 2024):
  Ms. ********** initially informed us that the City of Ottawa would cover the cost of her move, based on the estimated inventory she provided.
  We provided an estimate of $1,449.23, which the city approved.
  However, upon arrival, it was evident that the volume of items significantly exceeded the estimate. We informed her that the final cost would be based on the actual time taken.
  She agreed and chose to pay for the move herself. The move took 9.5 hours, and she paid $113 by credit card and $1,740 in cash.
  

  Second Move (January 4-5, 2025):
  The second part of the move involved clearing the remaining items from her house and retrieving the full storage unit at ************************************************************************************
  Contrary to her claim, we did not send a "small truck- we dispatched a 26-foot box truck, the largest residential moving truck available.
  The move took 13 hours on January 4, but she only paid for 12 hours ($2,400).
  Due to her fatigue and medical condition, she requested a second trip on January 5, which took 5.5 hours but she only paid $500, instead of the $1,045 due.
  

  Addressing the Bed Frame Issue:
  During the move, unfortunately, the bed frame was damaged. We got the frame repaired from a very reputable furniture restoration company Ottawa Furniture Repair. To make her happy, we also agreed to her demand for a 10-year warranty on the bed frame which no moving company offers and it was not the part of signed insurance agreement with her.
  

  To ensure customer satisfaction, we did the following compensations:
  We compensated her $250.
  On Jan5th move, we gave her additional discount of $545.
  We purchased a replacement microwave plate for $62.
  We arranged and paid for professional furniture repair.
  We provided two additional movers for 5 hours at no charge to assist her due to her medical condition.
  We even agreed to provide a 10-year warranty on the repair, which is beyond industry standards.
  

  Financial Clarifications:
  Ms. ********** paid us a total of $4,753 for both moves.
  The City of Ottawa later issued a cheque of $1,449.23, which we received and refunded $1,450 to Ms. ******************* means her actual out-of-pocket expense was $3,053 (after receiving $250 compensation), not the $8,000 she falsely claims.
  She has shared various screenshots of bank transactions as "proof" of her payments, but these transactions do not indicate that this money was paid to us. We have clear, itemized records of all payments received, and they do not match her claims.
  

  Moving Contract & Liability Terms:
  Ms. ********** signed the moving contract, which clearly states that final charges are based on the actual time taken for the move. Please see attached copies.
  The contract also includes the standard liability coverage of $6 per pound per damaged item, irrespective of its original purchase value, and we reserve the right to repair the item, in case something gets damaged. (Schedule A, terms and conditions of the contract)
  Despite these contractual terms, we went above and beyond to accommodate her requests and resolve her concerns.
  We have also attached settlement email from her that all the claims related to this move have been settled except the bed and later on, we got the bed repaired properly and agreed to her demand of 10-year warranty on it.
  

  After all that happened, she wanted to move again few days after we moved her to the new place. She emailed us to send the quote to new landlord and that she will be using our and only our moving company for this move. If she was so unhappy with the services, why would she want to use us again. Attached is the email from her.
  

  Our Stance:
  We have acted in good faith at every step, providing Ms. ********** with financial compensation, free services, and extensive support beyond our obligations. Her accusations of deception are false and defamatory. She is avoiding our emails and calls as she knows that she is acting in bad faith.
  We request BBB to dismiss this complaint, as it is a clear attempt to extort money from our company.
  

  Sincerely,
  Professional Movers Ottawa
  
  

  

  Business Response

  Date: 11/03/2025

  Dear BBB Representative,

  We would like to bring to your attention additional evidence regarding Ms. *********** pattern of making fraudulent financial claims against businesses and individuals.
  After her move, Ms. ********** got into a legal dispute with her new landlord. He wanted her out of his house, so she demanded to cover the cost of the move. He came to our office in distress, claiming she was trying to extort money from him. He agreed to pay for the move, then she demanded that he not only cover the cost of another move but also take full financial responsibility if she got injured during the move. When he refused, she threatened legal action against him.
  We have attached email evidence proving her intentions to financially exploit her landlord, just as she is attempting to do with us. This strongly suggests that her complaint is not genuine but part of a pattern of dishonest behavior aimed at businesses.
  We urge the BBB to consider this critical context when reviewing her complaint and request that her claims be dismissed in light of the factual evidence provided.

  Sincerely,
  Professional Movers Ottawa

  Customer Answer

  Date: 13/03/2025

  I am very sick and need time to respond to the company accusations on me. I need someone to help me because I am not capable to write emails. When is my deadline to submit.

  Customer Answer

  Date: 17/03/2025

  Subject: Complaint Against Professional Movers Ottawa - Seeking Resolution
  
  
  Dear BBB,
  
  I am writing to bring to your attention a complaint I have against Professional Movers Ottawa regarding a move they performed for me. Despite my efforts to resolve the issue amicably, the company has failed to provide a satisfactory solution.
  The issues I experienced with Professional Movers Ottawa include:
  - Damage to my belongings, including a custom-designed bed frame
  - Unprofessional behavior by the movers
  - Failure to provide adequate compensation for damages
  
  I have attached a detailed account of my experience, including emails and photos, for your reference.
  
  My final decision is as follows:
  - I expect Professional Movers Ottawa to provide a replacement bed frame of the same quality and specifications as the original one that was damaged during the move. If this is not possible, I expect compensation equivalent to $5,000.
  - I demand reimbursement for the moving expenses incurred due to the heavy damages caused by the moving company's negligence close to $8,000.
  
  I request that the BBB take immediate action to resolve this matter. I am exhausted from the back-and-forth communication with Professional Movers Ottawa and do not wish to continue negotiating with them. I believe it is the BBB's role to investigate and facilitate a fair resolution.
  
  I urge the BBB to:
  
  - Investigate this complaint thoroughly
  - Review the evidence provided
  - Make a binding decision that holds Professional Movers Ottawa accountable for their actions
  
  I expect a prompt resolution to this matter and look forward to the BBB's decision.
  
  Sincerely,

  Rhamadeevi

  
  

  Customer Answer

  Date: 17/03/2025

  Complaint: 22980985
  
  I am rejecting this response because:
  Subject: Proof of Call from Professional Movers Ottawa - Rebuttal to False Accusations
  
  Dear BBB,
  
  I am writing to provide proof that contradicts Professional Movers Ottawa's false accusations. They claimed that I was not taking their phone calls and not responding to their emails. However, I have evidence that shows this is not true. Last email i received from professional movers is on February 7th 2025 after that they completely ignored me.
  I received a call from Professional Movers Ottawa on March 4th, which is after I registered my complaint with the BBB. Prior to this, the last call I received from them was on January 20th, 2025. I did not take their call on March 4th because I had already escalated this matter to the BBB and did not want to engage in further communication with the company. I believe it is the BBB's role to investigate and facilitate a fair resolution.
  I request that the BBB take note of this evidence and reject Professional Movers Ottawa's false accusations. Their attempt to discredit me and gain sympathy is unacceptable and undermines the integrity of this process. I have submitted detailed letter to you by other email  with some attachments and here also some attachment as proof .
  I reiterate my demands:
  
  - Replacement of the damaged bed frame with one of the same quality and specifications
  - Compensation equivalent to $5,000 if replacement is not possible
  - Reimbursement for moving expenses incurred due to damages
  
  I look forward to a fair resolution.
  

  
  Sincerely,
  
  Rhamadeevi **********

  Customer Answer

  Date: 17/03/2025

  Dear Better Business Bureau,

  
  

  I am filing a formal complaint against Professional Movers Ottawa for their gross negligence, property damage, and failure to take responsibility for the severe damages they caused during my move. Instead of addressing the legitimate issues, the company has attempted to shift blame onto me with false allegations, causing both emotional and financial distress.

  
  

  Summary of Complaint

  
  

  Severe Damage to My Property

  
  

  My bed frame was significantly damaged during the move. I have clear photographic evidence showing its condition before and after the damage, including their incomplete and improper repair attempt. Before move l provided them pictures of items to be moved and still they accused me l moved items beyond estimate. This is an excuse to cover up the moveing expenses huge amount to be paid by me and it's a trick they played and ripped .To protect themselves for bad practices of business in this way they managed to cover up there act.

  
  

  1. They left behind a critical broken support piece, making the bed frame completely unusable. The fixes they attempted were purely cosmetic and do not restore its functionality.

  
  

  
  

  2. Refusal to Pay for Damages

  
  

  Instead of accepting responsibility, Professional Movers Ottawa is now attempting to evade liability and falsely shift blame onto me.

  
  

  They have manipulated information, twisting facts to suit their narrative while falsely portraying me as acting in bad faith.

  
  

  Their pattern of deception is unacceptable, and I refuse to allow them to escape accountability.

  
  

  
  

  
  

  3. Failure to Address My Complaints

  
  

  I have repeatedly contacted the company via email, providing detailed evidence of the damages and requesting a fair resolution.

  
  

  Their responses have been dismissive and attempted to minimize the extent of my losses by offering an insultingly low compensation.

  
  

  Instead of addressing my concerns, they have engaged in deliberate delays and misrepresentation to avoid taking responsibility.

  
  

  
  

  
  

  
  

  Supporting Evidence

   

  For this message l have important evidence to prove that they ripped me off based on the estimate provided and fees l paid after the moving. Please see that email details it is proved professional Movers Ottawa and escaping to pay compensation , and hiding there malpractice in the business. 

  
  

  Email Correspondence: Multiple emails documenting my dissatisfaction and requests for a resolution, which they have ignored or dismissed.

  
  

  Photographic Evidence: Before-and-after photos proving the severe damage to my furniture and their failed repair attempts.

  
  

  Written and Verbal Requests Ignored: My repeated requests for proper compensation and removal of damaged items were completely disregarded.

  
  

  
  

  Resolution Demanded

  
  

  I am not willing to compromise on this matter and demand full reimbursement for:

  
  

  1. A replacement bed frame of the same quality and specifications as the one they damaged.

  
  

  
  

  2. Reimbursement of my total moving expenses due to the companys gross negligence and failure to provide the agreed-upon service.

  
  

  
  

  
  

  If Professional Movers Ottawa refuses to resolve this matter in good faith, I will escalate my complaint through legal channels and consumer protection agencies to recover my losses.

  
  

  This situation has caused me severe emotional and financial distress. I urge the BBB to ensure that Professional Movers Ottawa is held fully accountable and that my money is refunded to my bank account immediately without further delay.

  
  

  I appreciate your prompt attention to this matter and expect a swift resolution.

  
  

  Sincerely,

  

  Business Response

  Date: 21/03/2025

  Dear Better Business Bureau,
  
  We strongly refute Ms. *********** claims and have already provided clear evidence addressing every aspect of her complaint.
  
  We have attached the settlement email, in which she explicitly agreed that all claims had been settled except for the bed frame. Regarding the bed frame, we regret the unfortunate damage. However, we promptly had it professionally repaired and agreed to her request for a 10-year warranty, which is far beyond standard industry practiceeven a new bed set does not come with such a warranty. We are simply waiting for her call to arrange delivery of the footboard.
  
  Additionally, Ms. ********** has failed to provide proof of her claim that she paid us $8,000. Our records, backed by signed contracts, show that she only paid around $3,000 in total. We also gave her significant discounts, as outlined in our previous email.
  
  This appears to be a clear attempt to extract more money from us despite the fair and reasonable resolutions we have already provided.

  Please let us know if you need any further clarification and we will happy to provide it. We trust that the BBB will recognize our good faith efforts, consider the documented evidence, and close this matter accordingly.
  
  Sincerely,
  Professional Movers Ottawa

  Customer Answer

  Date: 24/03/2025

  Complaint: 22980985
  
  I am rejecting this response because: Rejection of Response Professional Moving Canadas Fraud & Payment Avoidance
  
  Dear BBB Representative,
  I reject the response from Professional Moving Canada because it is clear they are playing games to delay and ultimately avoid making the payment they owe me. I have already provided all necessary evidence and explanations that prove their allegations against me are false. Their repeated denials and deceptive tactics only confirm their fraudulent behavior.

  
  Additionally, I have not read their latest email because I refuse to subject myself to their repeated attempts to manipulate and emotionally harm me. Their emails are nothing but a repeated drill on my wound, causing unnecessary distress when the facts remain unchanged: they took cash payments, refused to acknowledge them, and are now trying to escape their responsibility.

  
  Beyond refusing to pay what I rightfully deserve, they have defamed me with false accusations and acted with zero professionalismsomething unacceptable, especially in Canada, where there is zero tolerance for unethical business practices and mistreatment of customers. Their written insults and accusations against a woman with disabilities are not only disgraceful but could lead to additional legal consequences for defamation and slander. Need not prove it when I have evidence in written directly by them and my explination as proofs I submitted. These evidences are strong to win the case and get better compensations by the Professional moving company.

  If this matter is not resolved immediately, I will take them to court, where I will expose not only their fraudulent actions in my case but also their mistreatment of other customers. I have gathered sufficient proof to shut down their unethical business practices and will ensure they face the legal and reputational consequences of their actions.

  
  I will not waste any more time going back and forth with this dishonest company. They must pay me the full amount I have demanded which is reasonable $13,000 in total, including compensation for damages, emotional distress, and lost items. If they refuse, I will escalate this matter legally and publicly.

  
  I expect the BBB to hold this business accountable and advocate for fairness, ensuring that Professional Moving Canada does not continue to exploit innocent customers, seniors and "Disability".

  This is my final response next I need to see deposit money by this month end March 29th 2025. If they miss the deadline they will get the court notice from my lawyers and they will make them pay my legal fees and additional compensation more than I requested.

  
  Sincerely,
  
  Rhamadeevi **********

  Customer Answer

  Date: 25/03/2025

  Subject: Urgent Request for Fair Explanation Complaint ID #********

  
  Dear Dispute Resolution Department,

  
  I am extremely disappointed with how my complaint against Professional Movers Ottawa was handled. Instead of receiving the fair justice I deserved, the company was allowed to escape accountability while I suffered financial and emotional distress. It feels as though I have been left to be exploited while the business enjoys the benefits of your leniency.

  
  The allegations made against me were completely false. How did the company receive "fair justice" while I, the victim, was denied it? They squeezed cash from me and then conveniently denied it because I had no proof. This is inhumane and disgusting. How does a business get away with such actions while I am left to suffer?

  
  I do not understand how the BBB determined that the business made a "good faith effort" when they clearly covered up their actions. If your role is to ensure fairness and accountability, how was this decision made? Did the BBB conduct a thorough investigation, or was this case dismissed without proper consideration? At this point, I am questioning whether the company was favored unfairlyor worse, if they bribed the BBB to protect them, id my drought.

  
  I am formally requesting:

  
  1.A clear explanation of what specific efforts the BBB took to verify the companys claims.
  2.A detailed account of how the ******************** determined their response was in "good faith."
  3.Why my financial losses and evidence were disregarded while the companys response was accepted.
  4.What specific information or documentation was missing from my complaint.
  5.The process to escalate this complaint further, as I refuse to accept this unfair outcome.
  6.I trusted the BBB to facilitate a fair resolution, but I feel completely abandoned in this process.

  If this is the level of protection consumers receive, then I have truly lost faith in your system. I demand a proper and transparent response explaining how and why this decision was made and whether I have any remaining options to pursue my complaint.

  Since BBB has failed to provide a fair resolution, I have no option but to say to the moving company that  " I will proceed with legal action to ensure the company compensates me for my losses, including the cash I paid. This way, they will not be able to drag the stereotype matter further with the same false allegations on me which will be keep drilling on my wound created by them". You couldn't you tell the company to pay compensation to avoid going to court? and in return you gave them faire justice for them to **** more innocent people....?????
  In my previous response to BBB, I clearly stated that if the company does not pay me $13,000 by March 29th, I will take them to court for justice. Did BBB assume this matter could simply be ignored, you could not wait untel the deadline ? What action did BBB take after my statement? What is the purpose of BBB if businesses can deceive customers and get away with unethical practices while victims are left without justice? I expect a clear and detailed response. 
  Sincerely,

  Rhamadeevi

• Initial Complaint

  Date:03/11/2023

  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.

  On 14/10/2023, Ottawa Professional Movers completed a move that I had scheduled. It was a large move of a 4-bed home to a 4-bed home. The move took about 8 hours . While trying to get a couch out of our house, our front door was damaged. Significant scratches and dents (pictures uploaded). The movers told me we would go over options at the end of the move. I immediately called the company and left them a message about what happened. at the end of the move,I was told that I could accept a deduction of $100 from the total cost as compensation for the damages, or that the company could call me on Monday and schedule their handyman to assess and repair the door. I explained that the repair would be more than $100 so they offered $150 off. I did not accept and chose to pay the full amount for the move (approximately $2200 in cash, plus tips) and accepted the alternate option of having the handyman assess and repair. I did not receive a call on the Monday and proceeded to call the company 3 times during the week asking to speak to someone about the repairs. On 19/10/2023 I received a call from the head of operations who was apologetic and told me I could trust them to get this fixed. He explained that their handyman was busy but that I would get a call the following week. I received no call the following week. I called the company multiple times during the week and kept being told that a call was coming soon. On 27/10/2023 I called and was able to speak with the head of operations who again was apologetic and told me I would get a call from the handyman later that night or the following Monday. I never received a call, and this back-and-forth process has continued. It is now 03/11/2023 and I still have no idea when or how this will get resolved. The door will not be able to be 100% repaired, in order to do so it would need to be replaced. I am not expecting this, but I do believe a handyman could cover up the scratches with matching paint and maybe fix the dents.

  Customer Answer

  Date: 10/11/2023

  I am writing to confirm that Ottawa Professional Movers have repaired my front door and therefore resolved the matter for which I had complained. I am satisfied with the service provided by the company to handle this situation.
  
  I wish to have my complaint removed from the BBB website if possible.
  
  
  Thank you very much for your support in this matter. It was much appreciated.
  
  ***********************