Complaints

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

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• 

  Let's Get Moving

  7 - 945 Wilson Ave North York, ON M3K 1E8

• 

  Let's Get Moving

  1277 E Pender St Vancouver, BC V6A 1W7

• 

  Let's Get Moving

  1615 - 85 Executive Court Scarborough, ON M1S 5W9

• 

  Let's Get Moving

  4 - 2084 Speers Rd Oakville, ON L6L 2X8

• 

  Let's Get Moving

  2 - 65 Biggar Ave Hamilton, ON L8L 3Z3

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:10/03/2025

  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.

  March 3 - thought I was paying for 1 storage unit, they planned to charge me for 3, they claimed this is a policy that they can increase the number - there is no documentation or calls informing me of this they also moved it to another location that was not discussed with me - also not in their contract, emails or discussions

  Customer Answer

  Date: 10/03/2025

  I wish to close this complaint * ** ******** 
  The business has provided me a satisfactory refund. 

• Initial Complaint

  Date:05/11/2024

  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.

  DATE OF TRANSACTION 10/07/2024 Let's Get Moving - ***** ******** ***** **** *** **** ** ******* ** *** *** ***************  LETS GET MOVING VACNOUVER BC, PENDER ST LOCATION *** ******** ***** *** ****** * **** **** ** * *** **** **** ******* **** ** * *** **** * **** * * ***** *  I had a deeply disappointing experience with this moving company. Despite providing clear instructions, the movers arrived late *** ****** ****** ** *** ********* ************ *** ** ******* ******** ***** * *** ** ****** ** ** *** ******* *********. *** ****** **** ************** *** ******** **** *** ******* **** ** *** ******** ** ***** ******* ********* *** *********** *** ***** ****** **** ****** ** ******* ******** **** ************* *** ****** ***** ****** * ***** *** ************ **** *** ******** ******* ** *** *********** **** **** *** ****** *** **** ******* *** **** ******** **** ****** *** ***** ****. Furthermore, the movers damaged several pieces of furniture, including a dresser leg and a standing lamp. * ****** ************ *** ***** ****** ** **** ** *********** ** *** ********* ***** *******. I strongly urge management to address these issues with their team* ** **** ********** *** *** **** ***** ********* ** ******** ******* ** ***************, no solution is provided ever since They have been using bandid solution, dragging the costumer services process ** **** ** ********** ******* ** **** ********* ****** ****** **** **** ** *** **** **** ** *** ******* ******** ****** * ** ****** ****** ***** ** ***** **** ********* * ** *** **** ****** * ****** ***** ** ********* * **** ** **** *** **** ******* *** ***** **** ********* ****** ****** ***** ****

  Business Response

  Date: 05/11/2024

  Hello *****,

   

  there has been a very respectable offer made to you, that incorporates the damages caused to your dresser leg, lamp and other item, as well as a signifigant reduction in the total amount of hours billed to you.

   

  Please follow up with us so we can proceed with finalization.

   

  Thank you 

  Customer Answer

  Date: 06/11/2024

  
  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.
  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:23/09/2024

  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.

  I booked a move with LGM for a small one-bedroom apartment tor September 21. The move included only a few pieces of furniture and boxes. I had scheduled the elevator at my old apartment from 11:00 AM, and the elevator at my new place was booked from 1:00 PM, as the locations are only 40 minutes apart. Unfortunately, the movers took 5 hours just to empty the old apartment—a task that should have been completed within the entire moving timeline. They left my old apartment around 3:30 PM and arrived at my new place by 4:20 PM. They began unloading, and by 6:00 PM, most of my items were unloaded, but my reserved elevator time had already expired, resulting in additional fees. ** **** ******* ****** the company charged me for 10 hours and 25 minutes of service, ***** *** **** **** ****** **** * *** ******** ***. I was prepared to pay around $900, but they billed me $1,800. *** ** *** ********* ***** *** ********** ******** * ******** ***** ***** *** *** ********* *** ** ****** *** ***** **** ****** **** ***********. I had only $1,600 available, but because I was $200 short, they refused to release 40% of my belongings, including my TV, pillows, linens, my dog’s food, and my kitchen supplies. I had already filed a complaint via email during the move, at around 4:00 PM, notifying them of the movers’ ******** pace. However, their response was unsatisfactory. The resolution they offered? They’ll “call me tomorrow.” I am now stuck in a new apartment without basic necessities for an entire night. I demand immediate action, including the return of my remaining belongings, a fair adjustment to the final bill, and compensation for the distress and extra costs incurred due to LGM** *****************.

  Business Response

  Date: 25/10/2024

  Hello ****,

   

  this was already resolved and the items were delivered the following day with an adjustment on the invoice 

   

• Initial Complaint

  Date:23/02/2024

  Type:Order 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.

  My sister hired a moving company for a move from a 2 bedroom + den in Markham to a 3 bedroom condo in Scarborough. It is a 15 minute drive (8 km distance). The movers advised her that it was a standard move and that it should take 4 hours at $199 per hour. My sister booked the elevator at the new condo. They were supposed to start between 9 am and 10am. They arrived at 10:30am. They began disassembling our furniture. We had the elevator booked for 11am. We advised the 3 movers and they insisted they were working as fast as they could. They arrived at the new condo at 5pm. We had to negotiate with the new condo to allow them to continuing moving our furniture. By 6pm we contacted the head office to let them know that they were taking extremely long. We were then told that we were going to be charged $1,600. We thought it was outrageous but agreed. They said they were sending another mover to assist. We continued to let the customer service manager that this was unacceptable. We finally agreed to pay. They said they were sending someone up. No one came after 10 mins so my sister went downstairs. When she went downstairs the movers were loading up the truck. They drove off with our property and took it to a storage facility in Aurora. We started making complaints online. It was New Years Eve. The company then threatened that if we didn't sign an agreement to stop writing negative comments then we wouldn't get our property. My sister signed the agreement. They finally brought our property back from Aurora. Not only did they not complete the job, they disassembled our property and damaged countless pieces. We were also missing pieces for our beds and tv. They agreed to refund $2,500 but only if we sign an agreement saying that my sister and relatives and friends will not make negative comments.

  Business Response

  Date: 29/02/2024

  This matter has been resolved for the sisters ***** and ****** ******* and they have been refunded $2500.
  
  Best regards,
  
  Roger D
  LGM Customer Support Manager

• Initial Complaint

  Date:18/12/2023

  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.

  We moved on December 14th and were told that there was a $6000 liability policy if the movers broke anything. I made it clear to be careful with my large TV and initially paid extra for a special box to move it. The movers showed up and didn't have the box needed so they found a different one. Once everything was moved they asked that I sign something for the discounts due to the box they didn't have. When they had left I turned on my TV and it was broken, we took photos. When we called the company they said on the discount page it signed away the $6000 liability so if they broke anything they weren't required to pay for it. I was not told this, they made me sign under duress and did not disclose all the information required. T*** ** * ***** ****** *** * **** **** ** *** *** ** ** ********

  Business Response

  Date: 20/12/2023

  Hello.

   

  We have general liability  insurance for our movers and insurance for our trucks, but not for items/furniture/property.

   

  LGM only offers a protection plan that covers items at up to $10 per lb.

   

  As per the contract sign, if there are any accidents or damages that are the company's fault, LGM covers up to the $10 per lb maximum.

   

  The tv is approximately 40 lbs, and a refund of $200 on the day of the move as well as an additional $200 has been offered, but was declined.

   

  In no way, shape or form can anything greater be provided; as stated in the contract that was signed.

   

  A request for a full refund of over $3000  has been requested, but this goes way outside of our policy for coverage and will not be forwarded.

   

  We do apologize

  Customer Answer

  Date: 20/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: the monetary compensation is not enough for the damage they have caused to my personal items and the tactics used to acquire my business was misleading please pull all the recordings of the sales calls for proof of sales tactics and how this service was presented to me and mislead me on their liability insurances for property damages .

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

  Business Response

  Date: 22/12/2023

  It was mentioned that we offer coverage of liability, but that means that it is for our movers.

   

  Our contract was sent to you in the estimate, before a deposit was paid, and it specifically states that we cover a maximum of $10 per lb if we are to be held responsible for damages and it is our fault.

   

  We understand that accidents do happen, but our coverage was stated in the contract.

   

  A full refund of over 3k is nowhere in our contract and our company does not give full refunds, regardless of the actual value of the item that was damaged.

   

  $200 was refunded on the day of the move and even though this matter was considered settled, we are still willing to accommodate you with an additional $200 but that is the maximum.

   

  Best regards,

   

  LGM

  Customer Answer

  Date: 22/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I feel this is this is still not acceptable

   

  1) The weight of the tv is not 40lbs. This tv weighs 95.2 Pounds as per product specs on **** **** website. 

  2) this was not verbally discussed on the sales call and I was mislead by this information on sale pitch call . 

  3) when contracts were signed it was the day of the move under duress with little to no time to review without causing delays and monetary losses of delays and review was done on a left's get moving employees phone where I was told to sign and it was explained and summarized very differently than what was explained . Contract should have been voided and breached as soon as 3 employees arrived on site vs the scheduled 4 . The wrong box arrived on site and a manager had to arrive to provide the correct box .

  Considering we are in the holiday season I am expecting more sympathy and empathy and consideration and accountability. I am looking for a minimum of a complete refund of my move or replacement for a new or refurbished 85 inch tv with the exact same brand and model number or repairs paid for by let's get moving . 

   

  Let's get moving has not been able to compromise and even match 2% of what this tv is worth . 

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

  Business Response

  Date: 22/12/2023

  Hello ******.

   

  The weight of any damaged item is reviewed by our claims department and cannot exceed the maximum of our policy which is between $1-$10.

   

  We also have a deductible of $250 to open any claim, that is deducted from any refund given; if not paid up front.

   

  We cannot refund anything greater than what is in our policy.

   

  $220 has been forwarded to you on the day of the move, and after the deductible of 4250, an additional $200 will be forwarded to you, but not any portion of the value of the tv, nor a full refund.

   

  we do apologize

  Customer Answer

  Date: 02/01/2024

  
  Complaint: ********
  
  I am rejecting this response because it is not enough based on the compensation formula provided  tv weighs 43.5 kg which equals 95.9 lbs without a stand.

  95 x $10 = $950

  I would accept that as this is a high ticket item . 

  Please refer to product specs for referral

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

   

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

  Business Response

  Date: 05/01/2024

  Unfortunately, the tv cannot be evaluated at $10 per lb

   

  a compensation of $200 is still available

  Customer Answer

  Date: 08/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have compromised to stay within the parameters of your policy in earlier correspondences and unfortunately there is unwillingness from your business practices  to adhere to the top end of your policy . Please elaborate as to why and how you have come to the compensation package provided ?
  
  Sincerely, ****** *******
  
  ****** *******

  Business Response

  Date: 16/01/2024

  Hello,

  the reason that the additional compensation is only $200 is because there is a deductible of $250 to open any claim with LGM.

  If the deductible of $250 is not paid upfront, it will be removed from the total of the refund.

  The claims department has determined that the weight will be based upon the severity of the damage and they have evaluated the weight to be $4 per lb.

   

  the tv is about 99 lbsx$ per lb is about $400.

   

  After the deductible of $250, there is a balance of $150 forwarded to you and $50 has been added on top for good measure.

  Customer Answer

  Date: 22/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Of the inconsistency of the responses given, from the start of this claim process.

   

  At the start of the claim LGM was offering a different assessment of $ 400 under the assumption the tv weighed 40 lbs. 10x40 At a rate of $10 a lbs . Now when it's inconvenient and costly it's depreciation to $4 a lbs?

  Please look back at the previous correspondence to support what I have stated. I would accept the following as compensation.

  $10 x 94.13739lbs=$941.37

   

  $941.37 - $150 deductable = $791.37

   

  I believe that is a very fair  bottom line compensation  considering the value of the tv is well over $3000 and no longer works LGM Can even pick up the broken tv if they would like . 

   

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

  Business Response

  Date: 26/01/2024

  Hello,

  unfortunately given the fact that the location has already given a $200 discount, $200 additional is the maximum that can be refunded, as the company does not valuate items greater than $1-$10 per lb as per the discretion of the claims department and there is also a $250 deductible for any claim to be open.

   

  This is a total of $650 compensation including thew deductible; that was not paid up front, to open the claim 

  Customer Answer

  Date: 01/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is minimally satisfactory to me as the company let's get moving doesn't appear to be willing to offer any larger sum of monetary reimbursements for the damage caused to my personal items 

   

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

• Initial Complaint

  Date:28/09/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  **** ** * ***** ** ***** ************* ***** ** ******** *** ********* ****** A July 4th move, a 2-hr job with Let’s Get Moving, ended up costing me $1719.30. I paid (through my daughter, *******, who was the point-person for me). *** ******* On their way out after the move, the driver and partner recklessly hit the roof of the gate to the complex ** ** ****** ***** **. The two employees did not even have the courtesy to report the damages to the complex's office next door. The complex then supplied the video of the hit-and-run and the company finally admitted to hitting the structure but refuses to fund the ($2418.20) immediate fix bill and later on a $12,500 estimated replacement cost of the rails. I have since paid the $2,418.20 fix, and have been served notice that I am on the hook for ($12,500 cost) - *** *** **** *** ******** ** *** ***** *** ****** *********  ATTEMPTS AT RESOLUTION 1. I left at least 20 messages on the 'claims' division of Lets Get Moving. Got only one call back from the manager of the division by name Roger G. ***** **** ******* ** **** *****. Roger claims the insurance will pay about $1,700 only as per insurance, but the total bill would be almost $15,000. Who is liable, with or without insurance? Its Lets Get Moving company. 2. I messaged the CEO by name Tiam B*********** on ********, cc-eyed him with the bills via the e-mails listed below but apparently, maybe the hope is that ignoring it will make the matte go away *****@*************.ca ****@*************.ca Till this Sept 28 day of writing, absolutely no contact or payment. **** ** ** ***** ** ******** ************ **** * ****** ** ****** ******* ** *** *********

  Business Response

  Date: 29/09/2023

  Hello sir,

   

  We are truly sorry that this unfortunate incident occurred.

  Below is an excerpt from the contract that was signed on the day of the move, agreeing to the terms of our services and acknowledging the maximum amount of compensation for property damage:

   

  Let’s Get Moving we offer an Protection Plan included in our hourly rate. Every single customer that chooses Let’s Get Moving gets this coverage for all their
  belongings as well as their property at the origin and destination with a
  coverage up to $10.00 per pound per item. You do not need to pay anything
  additional for this coverage. The maximum amount this protection plan covers is $10,000.00. For property damages, the maximum that can be claimed is $1,750.00
  There is a deductible of $250 for all the claims. The deductible need to be paid when submitting a claim with us. Once a claim is submitted, the claims
  department will follow up with you for additional information if required and will
  compensate according to the damages present within three to five business
  days. If your damage claim is less than $250, we will refund your deductible, and there will be no other compensation over it.

   

   

  Because of our policy, we cannot compensate for the full amount of the damage, regardless of how much the property management is trying to claim and bill you for.

  
  $1750 is the maximum, as agreed by signing the contract at the beginning of the move.

  It does not give us permission to purposely damage anyone's property, but this is the maximum that our company can offer for property damage.

  Customer Answer

  Date: 16/10/2023

  Thanks, for giving me the opportunity to respond to the Lets Get Moving's offer of:
  
   $1750 less $250 deductible =$1500. 
  
  In principle I accept this offer though given that the repair charge was $2418.2,  I will be out of pocket to the tune of about
  
  -  $1,000 on the repair expense plus another
  - $1000 for 5 hrs idle time (original price $600), taking my out-of-pocket expenses to $2,000. 
  
  If this is the end of the story, then I am ok with it, case closed. 
  
  But, what if Management follows up with replacement as per document attached at the cost of $12,500 and I am charged with that? Already out of $2,000, my bill goes up to $14,500. Here, I will advise Lets Get Moving to deal with Management and take it from there. If they can do that, CASE CLOSED for me. I will take my $2,000 loss and run. Otherwise someone has to pay somehow, not me.
  
   If Lets Get Moving can TALK MANAGEMENT OUT OF REPLACEMENT, that will be great too.

  Business Response

  Date: 16/10/2023

  Hello sir.

  Once you are able to confirm the final amount requested by the condo, we can finalize the compensation for you.

  Please keep us posted.

   

  Best regards,

   

  LGM

  Customer Answer

  Date: 18/10/2023

  
  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. It is the right thing to do, and to me so that my loses are capped at  $2,000, no more - for the replacement cost. Will submit the bill on this platform as soon as the complex's Administration passes on the bill to the landlady, and the landlady bills me for it. I hope this issue will be put to rest soon. Thanks for being considerate to this point.
  
  Sincerely,
  
  ***** *****

  PS: the ADMINISTRATION was hoping to talk to a rep from Let's Get Moving so that they could assess whether the replacement cost is reasonable or not. If not then they can seek other quotes, suggest cheaper options, or maybe no replacement at all. So kindly contact then and give them your input. This is just FYI. Thanks

  Customer Answer

  Date: 11/12/2023

  The company is waiting for a final bill from the apartment complex's management but I have not got it so far, implying that the landlady has not got the bill from management as to the replacement cost of the gate. I propose the following as a two-step solution.
  
  Possible to get the repair cost to be sent to me via my email *********@*****.com while we await the replacement cost which I have already paid in full? It is possible the management might not go ahead with replacement. I dont know,  If they submit it, I will duly send the bill to Lets Get Moving via this portal but for now I need the repair bill. If it does not come, case closed. If it comes, I will submit it.

  Business Response

  Date: 12/12/2023

  Hello.

   

  We will wait for the repair bill to come in and can proceed from there.

   

   

  Customer Answer

  Date: 18/12/2023

  
  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,
  
  ***** *****

  Customer Answer

  Date: 13/02/2024

  As for the company (Let's Get Moving), it wants the final bill. Grateful for that as well.
   
  
   It is waiting for a final bill from the apartment complex's management, but I have not got it (replacement cost) so far, implying that either the landlady has not got the replacement cost bill from management, or maybe they have scrapped the replacement proposal altogether. I propose the following.
  
  
  Possible to get the repair cost reimbursement via e-transfer *********@*****.com?
  
   
  
  In case I get it the replacement cost bill, I will duly revisit it via this portal but for now I need the repair reimbursement cash. If it does not come, case closed. I believe the latter is the likely scenario: a no-bill for replacement, I hope.
  
   

• Initial Complaint

  Date:25/09/2023

  Type:Delivery 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.

  I hired movers from Let’s Get Moving, *** ****** *** **, Toronto The move was from a studio apartment to a studio apartment 1 block away. I explained that the furniture (couch, bed, 3 chests of drawers) had to be offloaded at destination and placed in the new apartment beforeall the smaller item were brought in. The movers agreed Loading of the truck was extremely slow and sloppy and one of the workers was frequently on his cell phone. He claimed he was checking in with the office. It also sounded like a casual - not business. These men tried make it an all day job. Charged for a mattress protector which the movers did not bring. The movers refused to bring the large furniture in first at the destination. Said small stuff was in the way of the furniture on the truck. I AM NOT BLIND. Furniture not blocked. Eventually, the manager gave them permission to do as asked on phone call. I was charged $550.60 to move the contents of a studio (no appliances, oversize/heavy equipment), 1 block to another studio apartment. I want to be compensated a minimum of $250 for the overcharges and poor service

  Business Response

  Date: 25/09/2023

  Hello ****,

  As we have mentioned during our phone call this morning, we are currently investigating your claim and will be getting back to you within 3-5 business days, ensuring we have a fitting solution to the issues you faced.

   We sincerely do apologize for any and all stress that was caused by the movers, but will be doing everything we can to rectify it internally as well.

   Best regards,

  LGM

  Customer Answer

  Date: 02/10/2023

  Initially I rejected the small compensation ($95) offered by Let's Get Moving, After considering how much more stress that company would put me through to avoid playing fair, I decided it wasn't worth any further mental distress, so I have accepted the $95. 

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

   

  Business Response

  Date: 03/10/2023

  Hello.

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

  We take customer satisfaction very seriously and do our best to satisfy all of our customers.

  We believe the $95 was a very fair offer given the circumstances and the cost of the move.

   

  Best regards,

   

  LGM

  Customer Answer

  Date: 03/10/2023

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

• Initial Complaint

  Date:29/08/2023

  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.

  This complaint is about Let's Get Moving holds my piano *******. On Aug 3, 2023, I went into a verbal agreement with a salesperson Selam to move a piano from Toronto to Mississauga for $540 in cash for Aug 27, 2023. After I double checked the price with her I paid a $100 deposit. On Aug 27, the movers came with my piano. But they asked for $730 in cash otherwise, they won't unload it. I refused. Then they took off with my piano. They told me that they would store the piano in their store until I paid off the money. I called customer service, the rep, Bradle, told me that they will review the telephone call and get back to me on Monday, Aug 28. On Aug 28, I called the company and emailed them. No responds. Based on the regulation of Consumer Protection Ontario, the company should not charge more than 10% of their estimation. *** ******* ******** ***** ******* ** ********

  Business Response

  Date: 05/09/2023

  Hello ****. 

  As per our contract, if payment is not made in full, 30 minutes before the move is finished, we have the right to bring back whatever is in the truck back to our warehouse, as it takes some time to launch an investigation; which is typically conducted after the move is complete and paid for. 

  The agent that quoted you $550 is no longer with our company, as we are not a company that offers flat rates. 

  As a means to resolve this matter for you, and after checking the call recordings, you were told $550, and we will honour that. 

  Please call us to arrange pickup and upon signing of a form; acknowledging the discount, you can pick up your piano 

  Customer Answer

  Date: 05/09/2023

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

  As I understand it, the business is proposing that:

  1.  I pay them $550 (not sure if this inc**des the $100 deposit I already paid)

  2.  go to their location 

  3.  Sign a waiver (before any inspection)

  4.  Pay someone else eg. another $550 to move it (it’s a piano) to my place.

  In other words, pay them for not delivering my piano, sign a waiver for any damage they may have caused to the piano and then pay someone else $550 to actually get the piano to my place.  This would cost me $1100 total and maybe more for a potentially damaged piano.  This is unacceptable.  
  

  What they should do - and what has been proposed to them already - is deliver the piano to my place in the way we had initially agreed:

  I will pay them $550 - (remember: this is the price THEY ADMIT was agreed upon and when they tried to charge me $780 and I wouldn’t pay them, they immediately absconded with the piano ***** * ******* ** *******).  
  

  I will inspect the piano and

  if it is in the same condition it was when they originally picked it up then I will sign their waiver.

  I think this is very fair considering their actions are unjustifiable and frankly, their proposal is insulting.  It amounts to charging me ******* money for taking my piano after trying to get me to pay almost 50% over the agreed upon price.

  Sincerely,
  
  **** **

  Business Response

  Date: 13/09/2023

  It is in our contract that we have the right to bring items on the truck back to our warehouse due to nonpayment.The client was given the option to pay on the day of the move and if it was confirmed that would not, so the piano was brought back to our facility. 

  All of our calls are recorded and never was the client promised that she would only pay $550, as nobody can promise this to any of our clients; because we are not a flat rate company nor do we offer flat rates for moves.

  Our contract also states that should payment not be made, the customer will be responsible for all storage charges and move out costs.

  We will not be delivering anything at our expense. 

  The client is more than welcome to pick up the piano and pay the $550, but she needs to call us to make that arrangement.

  Customer Answer

  Date: 14/09/2023

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

  1. I got very clear estimation on the phone for $600 or $540 in cash (10% discount). Not flat rate. Based on Consumer Protection Ontario. The final price should not go over 10% of the estimation.

  2. ******* ********* ***** ** ***** ********* ** *** ** ******** * ******** the regulations for your reference. If the clauses in your agreement against the law, you should change them and obey the law. You put ******* clauses in your agreement doesn’t mean you have the rights to do it. 
  

  3. looks like Let’s Get Moving is a franchise business. There is lack of communication between each departments and franchises. After I sent a lawyer letter to the management. They already delivered the piano to me with $550. There’s no way that I would agree to pick it up on my own and pay you $550. You didn’t do your job properly. 
  

  4. What you should do is apologize to me. And correct your rating ** ** * on your website for BBB. Because you are not rated **. You are *. And with a lot of complaints! 
  

  5. Admit what you did wrong and correct it is the only way to carry on your business forward. 

  
  Sincerely,
  
  **** **

  Business Response

  Date: 15/09/2023

  Hello ****, 

  We sincerely do apologize for the estimate that was given to you, as we can only provide an estimation and never a cap, as nobody knows how much any move will cost, as we only bill by the hour.

  We are happy to know that your piano has made it back to you safely and the $550 you were offered was honoured to you. 

  We are not a flat rate company and the sales agent who gave that cap is no longer with our company. 

  We kindly hope that you accept our apology and will constantly do our best to improve upon our services. 

  Best regards, 

  LGM

• Initial Complaint

  Date:15/05/2023

  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.

  On April 27th, I entered into a verbal contract with Let's Get Moving via the phone. They took a $100 deposit for my move on May 1, 2023. 95% of my apt packed; I have about 4-5 more boxes in my kitchen left to pack. They charged me $199.00 for services which I believed were free. I didn't ever get proof of this "miscommunication" They took too much time to unload my place. Their excuse was that "the building took the elevator off service (not true) and "the elevator was too small." We found out that they had to reposition our things in the truck because the driver didn't know what he was doing. The driver was also absent much of the time. I called and told them to send more guys. It was going to be my expense. I refused. Consequently, they did not complete my move, as 4-5 boxes were left. I called again and told them to send more guys at their expense because it should not have taken more than 2.5 MAX hours to unload our place. Inevitably I lost 50% of my kitchen. The driver was busy taking pictures of things they broke and somehow blaming us. Almost every piece of furniture was damaged. The move was almost complete they asked for $2,300. Then asked for another $40. Then asked for another $300, then told me I owe them another $800 As my husband was arguing, I was loading the elevator and bringing things up, specifically my **** TV. The driver was caught on camera taking my TV off my floor and reloading on the truck. They are refusing to give it back. They are demanding full payment of $2,640 NO TAX, they refused to return my TV, they wanted to send more ******* to "finish the job" and all my damaged property was at my expense, even after they demanded pictures, they did nothing about it but I believe they offered me $700 less full payment for a service they never completed. They also refused to compensate me to finish the move without *******. I have too many pictures, they have to be sent in another format. I can send emails to an email address. There are many.

  Customer Answer

  Date: 16/05/2023

  I’m not sure how many pictures you will get but I have many. I’d also like to forward emails of them demanding full payment. Most of what was left in my kitchen was ****** after we locked the door May 1st, 2023. 

  Customer Answer

  Date: 16/05/2023

  I want all my things fixed, replaced, and to be compensated for the ***** things from my kitchen, at my move out address my *****n tv, **** bag and my flower planter shelves. I still have 2 pictures, or more, that Lets Get Moving had not seen of the damage during the move. 

  Customer Answer

  Date: 20/05/2023

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

  1. I told them I was moving and had 6 days to move. I told them I did not completely pack my kitchen. They advised me they had a “free” service of packing to which I agreed too. Free meaning they would do it but at my expense for the time  This was never done  
  

  2. There was ABSOLUTELY no conversation about the size of the elevators, except that they took too much time to move me out “because the elevator was bigger than the one I was moving too”

  3. Contrary to what they are saying we did pay exactly $2340, cash ******* **** ***** *** ***** ** *** *********** 
  

  4. The person responding was not there. They originally asked for $2300, then demanded an additional $40, then they demanded another $300 all within 15 mins. This is at the point of 5pm. The move was finished by myself and my husband. Which is when our TV was ****** and to-date not returned. Also when asked about other missing things, a customer service rep sitting at a deck immediately stated “we didn’t do it. That goes without saying that they don’t need to question anyone, customer service at an office overseeing the move saw it all. 
  

  5. At about 5:30 pmI was asked for an additional $801.54 , it is clear to us that all these money  demands were done to us separately so neither of us knew what the demands were for payment. 
  

  6. I have a witness from my old address that will state that all rooms were packed and up against walls, but for the kitchen that was at least 3/4 packed. Subsequently, most of our things were ******. 
  

  7. When you have a verbal or signed contract, which included packing, the service that Lets Get Moving DID NOT fulfill the contract is null and void. Therefore, I am not legally liable to give them full payment. I’d like to reiterate that 2 movers had to reorganize the back of the truck, on our paid time, because the driver didn’t know how to pack the truck. I cannot, in good faith, pay for a service that was not completed, to which my property was then ***** from my move out address. Had the movers completed the move, I would not have incurred more costs to replace my ****** property, outside of what was ****** from the movers. 
  

  8. I called Let’s Get moving 2 times with regard to their movers going too slow using the larger elevator. I was shocked that due to their incompetence, that I would be the one to incur further and additional costs for more movers to help complete the move.
  

  9. Absolutely never, was I told that I needed more movers. Also my witness, who was also a previous mover, stated to me that the move should not have taken more than 3 hours with 3 movers. 
  

  10. Let’s Get Moving has yet to address why my tv is at “her” warehouse, nor have they addressed our ***** property, our damaged furniture, our ****** property that they left behind,  and that they never completed the move and their obligation to the contact. 
  

  11. Has Let’s Get Moving offered any audio proof of them demanding that “I need more movers?” Telling me that I was asked about elevators prior to the move? Calling me and telling me that “there was more than anticipated” I can 100% say this does not exist!! I implore you to ask them for this evidence, as all calls are recorded. 
  

  I may have missed a few points, as I can’t go back and read their replay. 
  
  Sincerely,
  
  ********* ****

   

  **Update**

  I’d just like to draw your attention to the money that was being ******** from us. 
  It doesn’t even add up. 
  
  They did offer me a settlement but I felt my losses were much greater. For example: the table I built is valued between $1,800 and $2,100 alone. They did offer me about $700 less $300. (Upon returning 13 large boxes that amount would be $235) the remaining balance would go towards my ****** tv, **** bag, missing plant potters, all damaged property, all ****** property from the move out address, and they would get 100% payment. $465 far from covers my losses. Furthermore, I would never allow their company to complete the contract because their driver, whom they “fired” was calling me from their business cell phone on May 2nd. Thus proving that they still employ a *****. 
  
  *** **** ** ***** ** ** *********
  
  Thank You
  ********* ****. 

  Business Response

  Date: 23/05/2023

  In response to the client's embellished response:

  All of our calls are recorded and not once was she given a "quote" about how long the move would take.

  There was a lot more furniture than was mentioned during the initial sales call, upon booking with Lets Get Moving, and an entire truck was filled.

  There is no way that a move of this size could have been done in 3 hours, to load and offload a full truck. This is a very unrealistic assumption to assume that task can be done in just 3-4 hours.

  Every move Is different and it was confirmed with our crew that the elevator was very small at one of the buildings; thus, taking the move longer to complete.

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

  There was a fluctuation in price when the bill was presented to you at the time, and we were taking into account the fact that the bill was not paid and added time onto it, as we are a dock to dock company.

  Our contract clearly states that we charge from our office back to our office, and if there are any issues, we will address them after the move is complete, but must receive full payment.

  The client refused to cooperate and refused to pay the additional hours for the movers being at her destination address, delaying the move further.

  We later found out that her television was brought back with the driver to our warehouse, where she is more than welcome to pick it up; the driver was immediately terminated the following day.
  As to why the driver contacted the client on May 2/23, we are not sure and were not given a reason by the driver.

  Other than the television, we do not have anything else in our possession; yet the client insists that we ***** her items and demands compensation for them.

  Our contract does state that we do not cover missing items, and it was advised to the client that a police report should be filed.

   

  Customer Answer

  Date: 08/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  1. We never saw any “invoice” until it was emailed to me days after the incomplete move. We dispute their facts in their “invoice” for these reasons:

  a) There is no other existing “invoice” therefore it is not correct use of an adverb to say “revised invoice.”

  b) We paid $2340. We do not owe $300, as we returned 13 large boxes, to which Lets Get Moving already admitted to but continue to deny. 
  

  c) There is no taxes being paid, it is more than evident in their “invoice.”  It would be move factual that taxes are being paid if they admitted that they tried to ********* the $801.54. All other amounts that I have previously stated had no cents in their amounts. 

  d) If our bill was $2640.00 (hst included) our balance, upon completion of the move would be $65.00.  2640 - 2340 - 235 = 65. However, our move was not completed, 1/4 of our kitchen was ******, we claim 3 other ****** items by Let’s Get Moving emplyee(s) and damages to almost all of our furniture. 

  (i’ve made a grave error in my calculations in my last reply.  
  
  We paid $2,340.00
  We paid $200.00 cash for 25 boxes.
  We returned 13 large boxes for a refund of only $65.00
  Our “balance owing”, upon completion of the move,  is $235.00.
  Plus the return of taxes on the returned boxes. 
  
  There has been a lot of miscalculations so I need to clarify this. )
  

  e) Let’s Get Moving states that money will be collected 15-30 minutes before a move is complete, however or move was incomplete but that never stopped to barrage of multiple amounts demanded of us. 

  2. Never were we asked for $1,900.00 we stand consistent with our story. This is how we were treated, shortly before the truck was empty, we were told many different amounts. All which came with a ****** of some kind. 
  

  3. I was the one to call Let’s Get Moving immediately, when I was told by my husband, that 1/4 of our kitchen was left behind. It’s clear that they are not taking responsibility for the incomplete move and our further losses. Not once has Let’s Get Moving taken responsibility and offered to replace the remaining thins from our kitchen that was ******. Shockingly, they offered to send more of their untrustworthy employees to finish the move, at our expense!! 
  

  4. Let’s Get Moving contradicts their statement that there is more than 1 invoice. They also steadfast disagree that they don’t give invoices unless we pay taxes. They have never once made any claim that we were paying hst until this rebuttal. If we paid hst already included in the $2640.00 then Let’s Get Moving also owes us hst on the 13 return boxes. $235.00 +hst

  5. We will settle when:

  a) Let’s Get Moving admits that we do not owe $300, as we did return 13 large boxes. Their “invoice” also reflects that the deduction was not made. Also deducting hst from the $65.00 balance owing. 
  

  b) We have a very long list of things ****** from our move out address that Lets Get Moving is 100% responsible for. 
  

  c) Let’s Get Moving is responsible for returning our TV and replacing the **** bag and my 2 planters. 
  

  d) Let’s Get Moving take responsibility for all the broken, damaged and irreplaceable property done by their movers. (Inclusive of 1 night stand and our ****** *** **** phone, which I mentioned was not given to Let’s Get moving, but did mention to Michelle 2 more pictures that I could not send via email) 

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

  Customer Answer

  Date: 13/06/2023

  Detective ********* (*********) at ** division, is the officer in this matter. At the moment I can’t find his badge number  
  

  Occurrence # *********. The police were called at the moment that the driver was ************ both of us for more money. A police office returned my call at about 6:30 am when I filed the complete complaint including the ****** TV, **** bag, and my planters. I also told them about all the furniture damage and the ************ of many amounts. 
  

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

  ********* **** 

  Business Response

  Date: 13/06/2023

  As stated previously, the client contested the invoice, the total amount of hours and is claiming that our company is responsible for "******** her items", but there has been no definitive proof she can provide to us to back her claim

   other than her tv that is in our possession; that of which we have offered her to come pick up anytime.

  We have offered the client a total refund of over $750 and waived the 2 extra hours that the movers spent at the destination address (totalling over $400 as they were waiting to collect the invoice), as well as the hst as the client did not pay it.

  $2300 of which was collected 

  We are more than willing to settle this matter for an additional refund of $450 as well as waiving the hst and the $300 and the 2 hours that were not paid. 

  We do feel that a total discount of $1100 from a $3450 invoice is more than fair, $800 of which, the client is not taking into account as a part of the refund, but refuses to pay. 

  $2300 was paid, and we are offering an additional $450 to settle this matter 

  Customer Answer

  Date: 14/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  1. We paid $2340.00 as we have stated many times. Not $2,300.00, not $2360.00 as per your invoice and no other amount Let’s Get Moving has suggested. I can no longer debate this amount or the many new amounts Let’s Get Moving comes up with. 
  

  2. We contested the final and many amounts because the move was not completed. ** *** ***** *** *** * **** *** **** ** *** **** **** *** ** ****** ** *** **** ****** ** **** *** **** ***** ** ******* ***** ** ******** *** **** **** **** ** ** ******* ** **** **** ** *****, including g ****** and damaged furniture. 
  

  3. I did not have to provide proof of my ****** TV, you have it. The balance of probability is that your employee(s) did ***** the **** bag and my planters. When the driver came to me and told me something broke, I told him I would deal with it later. To date, nothing has been repaired or replaced . As we are honest people, we did NOT accuse your employees of ***** thousands of dollars that were hidden in 2 dresser drawers and a coat jacket, nor did we accuse anyone of ******** any of our jewellery, which is worth well over $15,000. Why would I talk about a $45.00 **** bag and 2 planters and a TV that was the oldest of our 3 TVs? 
  

  4. Speaking of proof, I have never been sent any audio proof of all that Let’s Get Moving has stated about me and conversations. 
  

  5. The additional hours were eaten up because your movers had to stop packing the truck and repack it, in addition to the slow moving at the move out address,  and the excuse of using a “larger elevator”.

  5. In these back and forth responses, Let’s Get Moving stated “We pay taxes” and “taxes were included in the balance” I have no idea where is new amount of $3,450.00 has come from as we were never asked of this amount until this response. We were asked for $2,300.00, $2,340.00, $2,640.00 and $2,640.00 + 801.54. None of which totals this new amount of $3,450. 00. I feel they are bolstering amounts to favour themselves. This also proves they were never consistent with their demands for money, on May 1,2023, with consequences to us. 
  

  6. We paid $2,340.00 no more and no less. We cannot dispute this anymore, we do not claim more or less was paid; we have been consistent. 

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

• Initial Complaint

  Date:03/01/2023

  Type:Customer Service 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.

  It is a moving company that forces you to pay cash ** ***** *****. I also paid for insurance on my furniture so if anything was damaged they would pay me out. They heavily scratched my new bed frame that cost me 2.5k. I asked for the payout but they are refusing to do so unless I remove my bad review on their ****** reviews. They are forcing customers to remove their ****** reviews in order to get their insurance payout. They have many rewards because they have good reviews *** **** *** * ****. They are forcing people and *********** them with legal actions if they don’t remove their bad reviews. They are also all doing this over the phone so it is difficult to get any sort of proof as it is ******* to record on my side. They started ignoring me now and refuse to give me my payout to cover the damages that was done. Moving companies are always shady but this one is extremely bad. They are *********** me, refusing to give me my pay out due to a truthful review I left on their ****** page.

  Business Response

  Date: 04/01/2023

  Contrary to the response of the client, we are a legitimate business and do pay taxes- we give all of our clients the option to pay via cash, credit or debit.

  The screen shots-attached above, show the contract that the client signed-upon starting the move, only had the BASIC protection plan ( which covers a maximum of 60 cents per lbs)-which was included in her hourly rate of $149hr.

  As per the contract, if the damaged bed frame in question was 150-200 lbs, legally the client is owed $90-120.

  We are more than happy to round the weight of the bed to 200 lbs and refund $120 to the client to settle the matter.

  Contrary to the client's statement that they purchased "insurance", There was no upgraded coverage purchased at all.

  We are not forcing anyone to remove their review, however, once we have addressed and resolved our clients issues and concerns, we request that the review be revised-as the original review would no longer be factual and relevant.

  The reason we do this, is to ensure that if anyone else were to look at our online reviews-given by a previous client that had issues-they will see that we don't just ignore our clients concerns, but actually get to the core of the issues and concerns and do our very best to resolve those issues for clients.  

  Customer Answer

  Date: 04/01/2023

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

  I was promised 700$ over the phone and I was DENIED the money because I would not remove my review. I was ignored for multiple weeks. I called, left messages, emails and was ignored because I would not remove my review which was FACTUAL. I was told I would not got the money unless I remove it on multiple occasions. ****** **** ** *** ******* ***** **** *** ********* *** *** *** ******* *** *** **** ****** You force clients to remove bad reviews and that’s why your business is so well rated when in fact, the customer service is awful. I only said that I was disappointed that my furniture was extremely damaged and the insurance does not cover my full 2.3k worth of damages that was done. I was indeed force to pay cash *** *** **** ** *** ** *** *** *****. Maybe talk to your employees about this. I will not take 120$ as I was first promised 300$ then was upgraded to 700$. I never received a dime.  
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 06/01/2023

  Hello *******.

  Unfortunately, we had extended an offer to you which was rejected previously because we were not able to finalize the agreement on your end.

  We do have a legally binding document that must be signed whenever we forward our clients any amount of compensation-even when we refund someone $5, as we have had issues in the past with clients being refunded, and then coming back to ask for more money later. This is the main reason this document exists.

  As well, once the previous matter in question is settled, we ask that the review be updated, and changed to reflect the updated status of the current situation-once we have come to an agreement and the issue is considered resolved.

  We always offer our clients the option of paying cash, debit or credit, but never do we ever FORCE anyone to pay cash. 

  As for a promise of $700, I do not have any record stating that there was a promise to forward you that amount, nor are we obligated to refund that amount to you as there was no written agreement to refund you $700.

  $120 is the maximum amount of compensation we are legally obligated to forward you, as per the outline of our moving services contract that was signed by you.

  We are more than happy to come to a fair resolution for you, but unfortunately a refund of $700 is out of the question

   Regards

   

  Customer Answer

  Date: 10/01/2023

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

  I was promised at first 300$. Never 150$. I refused as I was being forced to remove my review. My review only stated that my new item of a value 2.2k was damaged and that the insurance they are given me doesn’t cover the damages. Which is true and under the ontario customer protection, I am legally protected. There is no need to update the statement as even with 700$ it does not cover the cost of the damages! I was promised 700$ and promised a call back. I was never called back. I called multiple times and sent 2 emails which we’re completely ignored. It is hard to come to an agreement when the business is actively ignoring you. I am refusing 150$ as it lowballing me. I received horrible customer service. I was forced to pay cash. My new item was damage. No one was ever nice to me and I was actively ignored by your team.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 13/01/2023

  Hello *******.

  We never promised any amount of compensation to you, because for the refund to go through-it would have to be finalized and there was never any finalization on your end in regards to settling the matter.

  Your items and belongings are only covered at UP TO 60 cents per lb with our basic protection program-included in your hourly rate.

  We do not offer insurance for any item, but a regular or upgraded protection plan that covers a certain amount of your item-should it sustain damage during the move 

  There were previous offers extended to you, but none of which were accepted, so they are no longer valid or considered relevant.

  We are happy to forward you a refund of $275 to finalize and settle the matter.

  We are not, nor were we ever ignoring you, nor at any time did our company force you to pay cash or force you to remove your review

   

  Customer Answer

  Date: 17/01/2023

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

  Hi, 

  I do not appreciate misleading statement and out rights ****. All conversations were recorded and I was offered 700$ on the last call where I was told I would be called back. I was never called back. I messaged. I called multiple times and left voice message. No response. How is this not ignoring a client and putting all the blame on me? When I booked this service with you  I specifically mentioned my bedframe and my other furniture as extremely expensive and the need for it to be handled with care. I was promised that everything would be. It was not. My new bedframe was extremely scratched to the point where it has to be professionally repaired. The cost is way over 275$. I was offered and promised the 700$ after I explained everything. Denying this on your part is an out right *** and misinformation. I will not accept anything else but 700$ I was promised. Please do not say that “no one is forcing you to remove a review” as your consultant told me out right that it has to be done for me to receive the money. Once again, the calls are recorded. Please listen to them. * **** *** ** ******* ** **** **. Please reimburse the promise 700$. 

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

  Business Response

  Date: 30/01/2023

  There was never any promise made for a compensation of $700, nor are we offering a refund $700.

  There was a document to be signed for any refund given and you had refused to sign it-therefore failing to complete the refund transaction.

  With the basic coverage, your items and belonging are covered at a maximum of 60 cents per lb-as is the standard rate with basic coverage.

  Your bed was covered at a maximum of $90-$120 assuming that is weighs up to 200 lbs, which is unlikely, given the fact that our company charges $175 for any item that weighs 200 lbs plus.

  We are being more than generous and offering you $275-even more than the basic coverage that you had-which you can find from your contract below, which you signed and accepted upon booking:

   

  LIABILITY/DAMAGE GOODS
  The Company will not be liable for any delay, loss, or damage to a shipment for those causes listed in the Force Majeure clause in this agreement. In no event shall the Company or its employees, consultants, associates, officers, or directors be liable for any indirect, consequential, incidental, special, punitive, or exemplary damages in connection with this Agreement.
  If any of the Customer’s goods or items are damaged as a result of the Company’s fault during the Services, the value of such goods and items shall be calculated as $0.60/lbs. (sixty (60) cents per pound). TheCompany shall indemnify the Customer based on the said calculation. The Customer agrees that the Company is not liable for any amount exceeding $0.60/lbs. (sixty (60) cents per pound) for any given articles or goods. Any damage or loss caused by the Customer shall not be compensated by the Company.
  I understand that the Company will not be held liable for any damage to walls, ceilings, floors or fixtures incurred while in the process of facilitating the move. The Company will at all times ensure the protection of items using items such as quilted blankets, plastic shrink wrap, straps, etc., and will take reasonable precautions to the best of its ability to ensure that items are carefully secured at all
  times.
  I further understand that the Company will not be liable for any damage to the following items: Marble, granite, china, ceramics, stoneware, lamps, particle board, pressed wood furnishings, Ikea or similarly constructed furnishings, printers, photocopiers and contents of boxes packed by the Customer. The Company reserves the right to refuse the transport of goods that are deemed to be hazardous, flammable, combustible, toxic and unsanitary, or pose a potential health and safety risk. In no way shall the
  refusal to transport such goods affect the Customer’s responsibility to pay for the moving services. The Company shall not be liable for deterioration of or damage to perishable food, plants or pets. Furthermore, if there is damage to or loss of a complete set or until when only part of the set is damaged or lost,
  in which event the Company shall only be liable for repair or recovery of the lost or damaged piece or pieces. The Company shall not be liable for any damage or loss of valuable (jewellery, artwork, cash, etc.…) personal items of the Customer. The Company’s service does not include handling of valuable personal
  items. At no time, the Customer shall assist or interfere with the Company’s employee during the Services. Any loss, injury or damage that occurs as a result of breaching this covenant shall be sole responsibility of the