Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:22/11/2024

  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.

  We contracted with **** Moving and Storage for our move from ****** to *******, **. They provided us with a binding estimate of $8141.55. A company representative, **** ******, visited twice to ensure we had an accurate quote. The day before our move (when it was too late to rearrange), they told us that our cost would increase to $9533.86 they would need to bring in a smaller truck because of the power lines on our street. Given we had a binding estimate, they should not have been able to charge us more. I complained to the company but could not get a resolution and had to pay the higher charge. I would like to seek a refund for the difference.

  

  Business Response

  Date: 22/11/2024

  Thank you for the message. As this was a **************** move from ****** to ********** it was to be loaded directly onto a 53ft tractor trailer unit. Unfortunately due to low power lines that were not 14ft high as per regulations the tractor trailer unit could not access the street where the residence was located. Therefore we had to use a smaller truck to shuttle the household goods from residence to the tractor trailer that was parked offsite in our secure yard. 

  . The additional cost was for the smaller truck and the additional labour used to double handle the household goods. This was communicated to the client the day of the move and was agreed upon. There nothing further we can do on this file. 

  Thank you , 

   

  Customer Answer

  Date: 22/11/2024

  Complaint: 22591644
  
  I am rejecting this response because:
  We were given a binding quote and the binding quote was not honoured. The **** representative also visited our house twice and was able to observe all power lines but did not include the cost of bringing in a second quote.
  
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 25/11/2024

  Hello,

  Could you please provide me with an explanation of why you have sided with the business? The company provided us with bound charges but did not honour them. 
  

  Thank you

• Initial Complaint

  Date:05/04/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Key reason for complaint: Late arrival and/or delivery, Damaged and/or missing goods Where were your goods to be picked up from? Ottawa, ON Where were your goods to be delivered to? Frankfurt am Main, Germany What was the planned loading/pick-up date for your goods? 2022-07-21 When were your goods actually picked up? 2022-07-21 When was your earliest planned delivery date? 2022-09-18 When was your actual delivery date? 2022-11-21 Was there any cargo protection mentioned in your correspondence prior to your move? Contract mentioned cardo protection insurance exclusion (I overlooked, but Boyd did not follow up) Details: The quality and outcome of the service were very unsatisfactory (surprisingly, given very good reviews that your company receives) and I would like to ask you to take appropriate actions to resolve this issue. The fact are the following. – huge delay: we booked a service in July (move of 40+ boxes) with expected delivery in September; the delivery in Frankfurt happened this Monday only; communication was infrequent and only when I repeatedly asked about updates; – missing boxes: three boxes are missing (we only discovered that on the delivery day, no potential or actual issue was communicated in advance, so that appropriate actions could be taken as early as possible), two of them with some priceless family souvenirs (surprisingly, only two boxes with such items were in the whole shipment and both did not reach the destination); – many boxes damaged or opened (only 2 examples attached); – inflexibility in scheduling delivery date and fairly dismissive communication from the delivering company: notably, we were also not told by Boyd that there would be that many subcontractors on the way. I expect that the missing boxes will be located and delivered, we will be informed who, when and why opened and damaged boxes and damages will be compensated. I communicated that to a salesperson, **** *****, and owner.

  

  Business Response

  Date: 23/04/2023

  We have communicated several times with Mr ***** regarding his complaint.

  I have personally spoken with him numerous times during this process.

  Mr ***** biggest concern were 3 missing self packed cartons.   As this was an International overseas shipment we have made several traces and exhausted all avenues available to us in the attempt to locate his missing cartons.   Even though Mr ***** did not take Insurance coverage, we did offer a goodwill cash compensation settlement which he originally agreed upon and then shortly after declined. 

  We feel we have done everything we possibly can do given the circumstances regarding Mr ***** complaint and consider this matter closed.

   

  Regards,

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

• Initial Complaint

  Date:25/09/2022

  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.

  My grandmother passed away somewhat unexpectedly with none of her children living in Ottawa. We needed to move her items from Ottawa to Winnipeg, Calgary, and Whitehorse. The Winnipeg delivery being time sensitive. Move was booked June 16 with a delivery window of June 30 to July 13 (which was completely missed). The biggest issue is they have lost or stolen a box of memorabilia which was part of the Whitehorse delivery. Since this was reported August 1 there has been no details provided on where the box went missing or what has been done to locate it. All they say is "a trace has been put out but nothing has come up yet." They wanted us to submit a claim, which we did September 8 (despite not liking it seems focused on a cash settlement, we don't want a pay out, we want the box found and delivered). Since then, more of the same lip service about a trace, but when asked for details on what has been discovered - nothing. Because of the silence it is hard to believe they are even searching for the box, which was tagged with a number and labeled with the Whitehorse address and mobile number of that address. They should be able to at least say where it might have been lost. We also want them to contact their other deliveries to see if it was delivered to another client. The driver who took everything from Ottawa to Calgary (stopping in Winnipeg) had his three young children with him and was witnessed, unloading other clients' items on the street leaving them only supervised by the children, and children were seen moving boxes around. Through this negligence it is possible the box was stolen while unsupervised or a child walked it into someone else's home if the box isn't sitting in one of their storage units. Boyd seems to have washed their hands of the issue despite organizing the move and receiving the payment for the moves. They are putting the blame on ****** *** *****. We will also file a complaint with them in the hopes someone helps us get this box found.

  

  Business Response

  Date: 03/10/2022

  Good afternoon,

  This is a registered long distance move with ****** *** ***** of which we are a member of, therefore it falls under the ****** *** ***** cargo protection.

  I have contacted ***** ******** of ****** *** ***** on your behalf, and she has assured me that they have initiated a national level search. 

  ****** *** ***** will be in contact directly with Mr ***** regarding said claim. 

   

  Regards,

  *** ********** 

  Customer Answer

  Date: 06/10/2022

  ********** ********
  
  I am rejecting this response because: The box was still held at your facilities in Ottawa for weeks (longer than it should have been). What proof can you provide that the box was loaded onto a truck from your facility, and that you have thoroughly searched your facilities for the box? Should we ask our friend to come help you search your facilities? 

   

  Unfortunately due to the unprofessionalism and disregard we have been shown so far we do not trust that you have done anything to locate this box and are simply passing the buck to avoid trying to help.

  
  Sincerely,
  
  **** *****