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

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  Let's Get Moving

  1277 E Pender St Vancouver, BC V6A 1W7

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  Let's Get Moving

  1615 - 85 Executive Court Scarborough, ON M1S 5W9

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  Let's Get Moving

  4 - 2084 Speers Rd Oakville, ON L6L 2X8

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  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:16/11/2022

  Type:Product 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.

  Moving company was hired to pack ( Sept 8th, 2022), move and unpack( Sept 9th, 2022) the contents of my home from *** ******** ***, ****** to our primary residence *** ******** *** ****** ( Aprox 10 min drive). A deposit of $113 was made in advance with the online sales representative that explained the movers would show up pack everything, bring all the supplies needed for the packing and then charge based on the amount of packing supplies used and hours to do the job. We paid $1739.66 for this service. On the 9th I was charged $3435 to move our contents, this included the upgraded insurance coverage of $299. Which was to cover any damages to our home or contents by the movers. I have tried repeatedly to get this company to reimburse us appropriately for the damages to our home and the loss of our contents but they are only offering $450 for charging us for packing paper they didn't supply, and damages to our home, but not offering anything to compensate us for our missing contents. They also have yet to return the one item they did find. I will attach another document which outlines more specifically the details of our interactions and attempts to resolve this matter.

  Business Response

  Date: 17/11/2022

  Hi Good Afternoon,
  We opened up a claim for the client and did the investigation on our end.
  This includes speaking with the movers and checking the truck cameras.
  During the Investigation, Our movers confirmed that they did not take the packing papers and had to use the client's tissue papers.
  We further asked the movers about the damages and were informed that the damages were already there before the movers got to the client's place.
  The movers also informed us that the Client had called in a handyman on the day of the move to fix those damages. 
  Based on all the information, we agreed to refund the packing paper charges as well as cover the cost of her tissue papers that were used. 
  After a lot of back and forth, we agreed to compensate the customer $450.00 for everything, avoiding the fact that the movers informed us about those damages being there before the move and also that there was a handyman present on that day trying to fix those damages. 
  
  With regards to the missing items; we checked our truck cameras, through which we found out that the movers had forgotten one of the client's lamp in the truck. This was informed to the client, but the client had never responded us on how and when she wanted this to be delivered. 
  
  Regarding the other missing items and boxes, we have checked everything and nothing was brought back in the truck beside the lamp. 
  It is also the client's responsibility to confirm and make sure that nothing is left behind.  

  Thank you.

  Customer Answer

  Date: 17/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: They have added nothing to what I had already explained in my complaint. As I explained the "handy man" was not there to fix the moving companies damages that is their responsibility and I forwarded them my photos as evidence.  When I spoke with the "investigator" she said she agreed the photos did prove that the damage was done to walls, floors and doors after as could be seen by the dents in the finished work.  As I have already explained our contractors were on site doing other work which needed to be addressed.  

  This company has repeatedly tried to avoid even covering the basics of what I had paid in extra insurance and is now avoiding their responsibility for not delivering all my items.  How was I to know if all the boxes where delivered, I had paid them to pack the contents and they didn't do so properly, not labelling them nor even doing a count that could be checked at the other end.  The driver did not ask me to check the truck and was in a hurry to leave.  The company knows where we live, they should have delivered our lamp as soon as it was found, with an apology for not doing it in the first place.

  This company has for all intents ****** our property and needs to compensate us for not delivering it.

  Sincerely,

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

  Business Response

  Date: 08/12/2022

  Hi Thank you so much for your response,

  Firstly, we did not mention that the handyman was there to fix the damages caused by our company as non of the property damages were caused by our movers.

  The movers had very well informed us about the damages that were already there and for which the client had called in a handyman to have it fixed.

  Secondly, we did not ***** or ******* any of the client's items. It was just one small lamp that was brought back in the truck by mistake and for which the client was contacted and informed.

  We simply couldn't have it delivered as the client never mentioned the availability, as we do not want to have it delivered to the doorsteps. We want to make sure that it is delivered directly to the client's hands.

  As we do not want to get blamed, that it was broken, or it was never delivered. 

  Thirdly, the client paid an upgraded valuation of $299.00 and although the damages weren't caused by the company (which was confirmed by our movers), we still went ahead and offered the client $450.00. 
  
  In conclusion, the company has tried its best to resolve this issue by offering more than a fair amount of compensation to the client. 
  

  Thank You. 

• Initial Complaint

  Date:14/11/2022

  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.

  Oct 22, 2022. Cost was ~ $750 for 5 hours including 3 commute: company to storage to apt to company. The company advertised as no hidden fees and charge an hourly fee of ~$140 + additional fees to move a peloton for $75. I am filing multiple complaints including misrepresenting having no hidden fees and use of high pressure selling. My original request: movers arrive at storage by 11; company marked as 11-12 as start time; ~11:30 day of company advised ETA 12:45 (but insisted they were within 1 hr late not close to 2 hr as i suggest since arrival was expected at 11; but if I am press for time, I can add another mover for $60/hr but get a discount for $10/hr off due to late-); I declined their offer and asked another friend to help instead; movers didn't arrive until 1:05. 2 inexperienced movers (us) were able to help the 2 experienced movers load 4 full dollies before they could unload 2 dollies from elevator to truck (vs 1 dolly at apt); move at storage was 2nd floor to ground with 6 dollies took 1hr 15m (vs apt ground to 17 floor); drive from storage to new location took 45 mins (vs us less than 15 mins); movers arrived at apartment ~3:20 and asked me to sign 3 waivers when i was pressure to finish everything by 4 as elevator was occupied; movers were asked to place everything at door entrance after chipping my wall the first items they moved; before my last batch was moved, I was forced to do a full pmt in cash or items withheld. I later found myself missing items but cannot verify what happen as I can't confirm what happen and why the commute on the way took 45 mins. Requesting as my resolution: adjust time from 5 hr to 3hr 30mins (40m commute + 35m move (1/2 the time of last move) + 15m commute + 1hr 15m move + 30m commute). commute time adj to reasonable time needed. ~$210 - 1 missing box of items valued at $500. I will absorb 50%. ~$250 - Remove advertise of no hidden fees as 'hours' can be manipulated by stalling tactics. - Total refund $210+250 = $460

  Business Response

  Date: 14/11/2022

  Hi Good Afternoon,

  We offered the Client to submit a claim form so that we could officially open up a claim for him and look after his concerns.

  The company has a strict policy of submitting a claim form within the 14 days of timeline.

  The client never filed/filled the claim form that was sent by us, nor did the client submit any picture of his damages.

  We do not consider any claim that has passes the 14 days of timeline (After the day of the move). Since this complain is being reported after almost a month (23 days), we can no longer consider this claim as per our company's policy.

  But as a gesture of good fait we would still like to offer the client $50.00 as a compensation amount. 

   

  Thank you. 

• Initial Complaint

  Date:04/11/2022

  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 Oct 30th I had Let's Get Moving scheduled for 730am-830am. issue 1: I received a call at 842am saying they were going to be late, they did not show up until after 9am. I had already began driving to the office to figure out what was going on as I could not reach anyone on the phone. issue 2: I had explained there was a treadmill that would need to come up stairs, they did not take it apart properly which resulted in them getting it stuck in my stairwell. This took and addition hour of work to get it out. They eventually dissembled it properly and got it up no problem, however it cost me and hour of work. issue 3: We stopped at my storage unit where they just started throwing stuff in as opposed to strategically placing it. I ended up having to essentially direct them on what to do, issue 4: My coffee table was completely wrecked, jammed in the back of the truck compromising the legs of it. *** ********. issue 5: No boot covers or protective coverings put down, extremely unprofessional and have not responded to my emails regarding reimbursement. I paid over $1900 for a completely terrible experience. This should have been a very basic move, they were only required to wrap and move large items.

  Business Response

  Date: 04/11/2022

  Hi Good Afternoon,

  Thank you for your email.

  The client has submitted a claims with our company and we are looking in to it. 

  We are trying out best to come to a fair resolution for the client. 

• Initial Complaint

  Date:18/10/2022

  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.

  Merchant lied about cost of moving service and then ******** me for payment (i.e. they were going to keep my property unless I paid them extra funds that were not agreed to). Merchant also botched the moving job - damaged property and breached moving contract.

  Business Response

  Date: 29/10/2022

  Hi Good Morning,
  Regarding the client's concerns, Our company only provides an estimated rate/value of the move to all our clients and we only charge hourly from dock to dock.
  We do not provide or promise a fixed rate to any of our clients, and this is also mentioned on our website.
  The client was very well informed about the company's policy by our sales agent before booking with us and during the confirmation call. 
  (both over the call and email).
  In addition, the client was unavailable on the day of the move and was instructing everything over a call and email
  when the movers wanted to ask a few things of the client, he advised them to send him an email. ( this is how he wanted to communicate with the movers during the day of the move)
  He was trying to instruct the movers virtually, and this created a lot of confusion and ended up taking soo much time. As you can imagine the time it can take to send an email and wait for the response. 
  when the client was presented with his bill, he declined to make a full payment, so our movers had to hold a few of his belongings until a full payment was received, this was only to protect ourselves as a company. 
  We currently tried to reach out to the client and offered him a compensation amount,
  for this, we mentioned that we'll require his credit card details to process the refund, as this is our company's policy. 
  The client declined to move forward with it and further asked us to e-transfer him the refund amount, which is against our policy.
  
  In conclusion, we have tried to provide fair compensation and come to a resolution, but the client is declining the offer and accusing us of being a scammer just because we informed him that we will require his credit card details. 
  

  Customer Answer

  Date: 29/10/2022

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

  The merchant  gave me a solid quote of not more than $1,356 for the total cost of the move.  The merchant then mishandled the move - they moved items that were not supposed to be moved and had to waste additional time to return those items to the home, as well as extorted me out of an additional $700.  The merchant did offer to return $400 to us to compensate for their mishandling of the move.  I am willing to accept that $400 as settlement but I'm not willing to provide the moving company my credit card information as I do not trust them and the local police have warned me not to provide the merchant with my credit card information.  If the merchant truly wishes to settle this matter (*** *** *** ** **** ** *******) then they should simply mail me a cheque for $400 or initiate an interac payment - they can send to my email ********@*******.com   to settle this matter.

  It is highly suspect that the merchant requires my personal credit card information to issue me a refund especially since I had paid them originally by interac payment from my ***********

  Sincerely,
  

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

  Business Response

  Date: 04/11/2022

  Hi, 

  This matter has been resolved and settled between the client and the company. 

  we have E- Transferred $400.00 to the customer's account as the client suggested and resolved the matter. 

   

  Thank You. 

• Initial Complaint

  Date:22/09/2022

  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.

  I rented 2 off site storage units from August 2021 to August 2022 with this company. Aside from their lack of good customer service upon my original move nor my delivery of property as of this Sept 17 2022 I am seeking help from BBB for their conduct regarding property they have decided to with hold from me due to a clerical error on their end. -when my 2 units for which I prepaid every month for 13 months with out any late payments, I noticed that my head board and foot board to my King size bed were not among my belongings. I spoke with lets get movings customer service and they advised me to file a complaint within their company to find its whereabouts. the next day I received a text message from a Roger D LGM Operations Manager ************ ext *** stating that they had found my property but that due to a clerical error upon intake they did not put in their system that my head and foot board were deemed oversize items (even though my hutch and other items were considered bigger than these two items) thus in order for me to get my belongings I would need to pay $75ea piece so $150 a month x 13months + HST = $1950 before they would release these items. I called Roger back to explain with concern that he could not do this, I signed documents and contracts when I entrusted them with my belongings on the day of my original move date including speaking with the then movers about oversized items and electronics. This was wrong and in just ****** ******* to keep someone belongings ******* due to their clerical errors. I said that I would be filing a report for theft bc this was wrong. They didnt even know where my items were until I filed a complaint for lost property. He was cold not remorseful and didnt care to help the situation only get payment for what he deemed as storage fees. I asked if there was anything within the contract that I had signed and he didnt really know how to answer. All he said was they will not charge me for moving cost of my bed if I pd

  Business Response

  Date: 10/10/2022

  To whom it may concern, Hope you are doing well! The client booked a storage inbound with us on 7/19/2021. After listing to her call recording that the client had with one of our sales agent, it is pretty clear that she was informed about our company's policy which stats that we would be charging her for any over sized items in the storage if she had one. Due to an error in our accounting system, the charges of the oversized items where not registered in to our accounting system and due to this we were not able to charge the client for it. The client was neither informed nor charged and we only realized  this error during storage outbound on 9/17/2022 and informed the client that this fee needs to be paid as we provided the service on our end, but the client declined on the outstanding  amount and so we had to withhold her items until she would agree to make the payment. Unfortunately this was a mistake caused on our end and are willing to provide a 10% discount, but can not completely void the entire amount. 

  Customer Answer

  Date: 11/10/2022

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

  If i had know ahead of time that these two items again much smaller in size to other items that were not deemed oversized, I would have made other arrangements. I even asked the movers on intake if anything was oversized as well as electronic extra charges.to which I was told no extra charges. I was given a contract for which I stood by and paid in full. The amount required to be paid is grossly unjust and I refuse to pay said amount on an error that the business made on their end. They hardly seem accountable for the inconvenience and time it is even taking to resolve this with their failure to respond in a timely manner. 

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

  Customer Answer

  Date: 13/10/2022

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

  
  

  They are with holding my belongings bc they want more money after the fact. 

  
  

  Considering the day after I received a text msg not even and invoice from the company pertaining to this new owed balance, a woman called me to arrange for my things to be delivered before 5pm that day.

  
  

  At 445pm that day I called to find out where the movers were, only to be told that the person whom had texted me about the balance had intervened stopping the movers from delivering my items. 

  
  

  It all seems way to fishy that there wouldn't have been a note on my file or details regarding said oversize item invoice.

  
  

  Should I need to take further action to have my belongings returned to me as previously agree, I am fully within my rights and willing to do so. 

  
  

  Kind regards 

  
  

  ******* ***** 

  Business Response

  Date: 22/10/2022

  Hi, 

  Thank you for your response.

  We are sorry that you feel that way, but before saying that please remember that you had a storage Inbound  with us and stayed with us for over a year.

  All your items were very well stored safely and taken care of in our storage. 

  Also provided you the storage out bound for you, where we safely unloaded all your belongings at your new destination. 

  The only item that we are withholding is your bed frame, which was an over sized item and had to be stored as one. this does occupy extra space outside the pods and we charge all our customers for it.

  All the company is asking you, is to pay us for the service that you were provided, and nothing extra. 

  We are also ready to give you some discount due to the system error on our end ( this was not intentional, and only a technical error).

  Looking forward to hearing from you.

   

  Thank you. 

  Customer Answer

  Date: 28/10/2022

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

  I do not agree nor accept that the response from the company is even close to fair.

  I can understand that their negligence might not have been intentional, it is not the customers (myself) problem. Accountability and responsibility need to take part hand in hand with all internal training and customer service protocols. 

  I was emailed detailed pictures of my units as soon as my belongings were stored. Every item was blanketed w storage blankets thus leading me to believe that the individuals who put my belongings there were not inagreement or trained with regards to the companies oversized item descriptions.

  The companies lack of training regarding such protocols is not a reflection of my knowlegde or question about these items. I asked if there were to be extra charges and was told no i would not be. 

  If the company has no systems in place to correct such clerical errors within the first 30days or before how is it the customers responsibility to pay for these errors. I would consider my term w the company as long term. Should my term have been even longer, who in their right mind would accept a bill after the fact of thousands of dollars for something that was not their fault. No one. 

  It is the companies responsibility to manage and itemize or routinely check on their employees reporting and job performance not the customers. 

  I myself employ 12+ employee's and if something like this goes wrong or they mess up in any manner it is my responsibility to correct it at my own cost not my clients. Chaulk it up to lessons learned and you do your best to implement procedures so that it does not happen again in the future. 

  As mentioned before, had I been given the option I would not have agreed to my belongings being put in storage at a cost of $75ea item since the value of said items is less than $100 combined. I would have made other arrangements to put them in my parents house just as I did other large items ie my treadmill which the movers explained was an oversized item. 

  I will however offer the same courtesy back to the company that they have since bestowed to me, and agree to pay 10% of the storage cost incurred by the company due to their errors as a gesture of good faith. 

  i would request that i receive an invoice for this before payment is sent as well as my items be delivered at no cost to me before payment is issued. I would leave my credit card on file for security should they need that to secure the delivery and promise of payment.

  Otherwise i will not be accepting any other offer moving forward. This is none negotiable.

  Thank you for your time and efforts in trying to help resolve this matter. 

  Sincerely,
  

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

  Business Response

  Date: 17/11/2022

  Hi,
  We Hope you are doing well.
  We stand by what we said before, We provided you with the services and all we are asking is to pay for those services. 
  As mentioned before, Due to a system error, the oversized item feed was missed and so the client was not informed about it.
  We informed that client about it when this came to our attention.
  We are willing to increase the discount percentage to 25%, but as mentioned before we do require payment from the client for the services provided.
  
  
  Thank you.