Complaints

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• Initial Complaint

  Date:09/09/2022

  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.

  Originally contacted "We Got Moves" about packing, loading, transporting and unloading my two-bedroom apartment. *****, ***** *****, called immediately saying "we can do it for $2700". The following day, he said he could no longer accommodate the date we agreed on but if I gave him a $911 cash deposit, he would confirm the booking for another date (two days earlier, leaving me with nothing to sleep on/eat with). I asked for a written quote and receipt for the deposit, a week later, he sent a quote for $3562 and said my deposit was non-refundable despite writing he was flexible with dates and times as I was still looking for an apartment. I couldn't find a space to rent so I sublet a unit and rented a ***** because I couldn't afford $3500. He lost his temper and was disrespectful, condescending and quite frankly, a bully. I confronted the behaviour over the phone and afterwards he said, in writing, he's emotional, often hot-headed and apologized, promising it wouldn't happen again. On moving day, his "movers" showed up two hours late after I explained that I had the elevator on service for a certain time, needed to leave with the ***** at a certain time and that I had movers waiting at my destination. He originally quoted four hours to pack my entire apartment and load. His team took almost four hours just to move the boxes I packed into the truck. Nothing was wrapped (I provided blankets) or secured and when the items arrived broken, this was his response: ”Both guys saw the mirror had a piece broken prior to moving it. We packed a truck while being told to hurry up. You had somebody else drive it down and another company unload it, I cannot be responsible for others. We usually do everything our selves and you are then guaranteed. You cannot rush moving, it doesn't work like that.” I was charged $850. This cannot be the way people are treated. This company needs to start quoting accurately, offering written contracts and following through with their promises.

  Business Response

  Date: 20/09/2022

  ***** ********, you called me at 7:30 PM when I was sitting at the **** ***** parking lot with my wife. I gave you a simple price (off the top of my head) as we were closed. I didn’t have my books in front of me and wasn’t 100% sure about the dates. 
  
  When you called me the second time, you gave me the dates that worked for you, but I didn’t pick your dates. And YES, we take a two-hour deposit, plus fuel charge for ALL out-of-town moves. I booked you accordingly. 
  
  I gave you an approximate time frame for the guys to show up. All afternoon arrivals are APPROXIMATE because morning jobs can take longer or finish early. I have no control over that. 
  
  I gave you an ESTIMATE (which you attached here) which is very different from a quote. We don’t do quotes for that reason. This estimate is for three movers, and I ended up sending two, so we could cut down the cost for you, but of course, it will take longer. 
  
  You were charged 3.5 hrs total with travel to and from your job. We used blankets to protect your stuff as your father rushed us and made my guys run around because we are hourly. 
  
  One item arrived broken, and it was a mirror (that was already broken before we even picked it up). This was noted by both my employees. You were also NEVER on-site throughout the entire move. 
  
  *****, you gave us a hard time from the get-go, and we’re rushing the process to leave Sudbury as you started a new job. 
  
  All we did was help you get there. You changed your plan multiple times and made our jobs difficult. 
  
  We have so many happy clients that are pleased with our service every day. We are sorry you aren’t happy, but we did our job and wish you the best in your new ventures. Good luck, *****!!