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:23/10/2024

  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 ordered Pegasus Van Line moving services in September 2024 from Toronto, Ontario, Canada to Jersey City, New Jersey, USA. The relocation specialist told me it takes 2 days to deliver after pick-up. I chose their service due to the timely delivery promise, which turned out to be a nightmare. Pick-up date was October 5, 2024, and the relocation specialist agreed that I book the elevator in my new address on October 7 to receive delivery.
  
  Pegaus billed me for $2,330 on Oct 7, and I paid the full amount on the same day. On Oct 7, as I took a day off from work to wait for delivery but it never showed up. I called and was told the shipment was held at the Canada/US Border for inspection. I was not given any expected delivery date as it was out of their control. I asked for status update and they promised to contact me, however, nobody ever contacted me to update me. The relocation specialist ghosted me and never responded to my calls or text messages. I tried to call Pegasus repeatedly and the line was so hard to get through.
  
  Eventually I spoke to a customer service rep on Oct 18, and was told that my shipment was still in Pegasus's Toronto warehouse, waiting for truck scheduling. The whole story given to me about border inspection on Oct 7 was a ***. Then, I was given a new shipping date of Tuesday, Oct 22. Here I am on October 23, and there was no indication of any sort that my belongings departed Toronto. The initial promise to deliver goods in 2 days was totally **********. They did not have the intent to do that from the very beginning. I called Pegasus on Oct 23 again but the service rep put me on hold after getting my name and then hung up on me. Then nobody answered the calls.
  
  The way I was treated was unethical. I demand that my belongings be shipped and delivered promptly. I am struggling in a new country without furniture, belongings and the weather is chilly at the end of Oct. I do not have funds to spare for any more purchases.

  Business Response

  Date: 28/10/2024

  Hello,
  
  First and foremost, we sincerely apologize for the delays and the frustration you’ve experienced throughout this process. We completely understand how challenging it must be to navigate a new country without your belongings, and we regret the inconvenience this has caused.
  
  As a consolidated moving company, we coordinate multiple shipments to optimize delivery routes and ensure cost-efficiency for our clients. While we strive to meet our estimated delivery windows, unforeseen delays can sometimes occur, as was the case with your shipment. We are pleased to inform you that your belongings have successfully crossed the Canada/US border, and we have now scheduled your delivery for October 29th.
  
  We understand that our communication has fallen short of your expectations, and for that, we are truly sorry. We are committed to improving how we keep our customers informed and appreciate your patience as we work to resolve this situation.
  Thank you again for your understanding.
  
  Best regards.

• Initial Complaint

  Date:19/09/2024

  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.

  Delayed delivery
  Damaged boxes
  Faulty info regarding delivery

  Business Response

  Date: 30/09/2024

  Hello,
  
  We sincerely apologize for the inconvenience you experienced during your recent move with us. As a consolidated moving company, unforeseen delays can occasionally occur, and we regret any disruption this may have caused. Unfortunately, we do not offer discounts or compensation for these delays.
  
  Regarding the damage to your items, our claims department is prepared to assist you. Please reach out to them at [email protected], and they will guide you through the claims process.
  
  Thank you for your understanding, and we appreciate your patience as we work to resolve this matter.
  
  Best regards
  

  Customer Answer

  Date: 30/09/2024

  I am rejecting this response because:
  
  I have reached out to the company for the same issue over the phone and they put me on hold for 20 mins and then hang up and did not answer any of my calls.

  i emailed them 3 weeks before submitting the complain to BBB and they did not respond.

  they only responded when I submitted the claim to the business bureau.

  I would prefer them to respond to BBB with their action plan to the damages and lost items.

  Business Response

  Date: 09/10/2024

  Hello,
  
  We sincerely apologize for the lack of communication you experienced, and we deeply regret any frustration this has caused. Please rest assured that our claims department is now fully handling your case, and they will be in touch with you soon to provide a resolution and finalize the claim. 
  
  We appreciate your patience and understanding, and we are committed to ensuring this matter is resolved to your satisfaction.
  
  Thank you for bringing this to our attention, and again, we apologize for any inconvenience.
  
  Best regards

  Customer Answer

  Date: 09/10/2024

  I am rejecting this response because: 

  there is no real action taken. There is insurance for that shipment. I need a practical response rather than sending apologies.

  FYI, they are aware of that complaint for over a month now and nothing has been done other than apologies. 
  
  
  
  

  Business Response

  Date: 18/10/2024

  Hello,
  
  Thank you for your response.
  
  As previously mentioned, in order to process any claims, you need to contact our Claims Department directly at **[email protected]**. We have communicated this multiple times, but we have not yet received any claim from you through the proper channel. 
  
  If you require further assistance, please ensure to email the claims department so that we can begin the process and resolve the issue. 
  
  We appreciate your cooperation in this matter.
  
  Thank you.

  Customer Answer

  Date: 23/10/2024

  I am rejecting this response because:

  I think you are wasting time by repeatedly sending that saying I have to contact complaint dep.

  i have contacted you before and you have the claim let them Process that and get back to me.

  i don’t get why you keep sending the same response. I reached you initially and I was ignored. So your department is not considered a legal channel for me. 
  

  submit your response to the BBB or email me your action and stop wasting time
  

  Business Response

  Date: 24/10/2024

  Hello,
  
  Thank you for your message. We would like to clarify that we have already informed you that claims must be handled through the appropriate department. As mentioned previously, the Better Business Bureau (BBB) is not a portal through which we can process claims. 
  
  We have provided you with the correct procedure to submit and process your claim via our Claims Department. If you choose to follow this process, they will be able to assist you further. If you decide not to proceed in this manner, we will consider this matter closed on our end.
  
  Thank you for your understanding.
  
  Best regards. 
  

• Initial Complaint

  Date:27/08/2024

  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.

  Used them as movers. I am missing over $1000 in nail products as well as 3 legs to an antique table

  Business Response

  Date: 17/09/2024

  Hello ******,
  
  I hope this message finds you well. 
  
  I would like to address the issue regarding your missing items. To ensure that we can assist you effectively, please reach out to our claims department at ******@***************.ca. Our dedicated team is ready and willing to help you resolve this matter as swiftly as possible.
  
  We sincerely apologize for any inconvenience this situation may have caused you. Your satisfaction is important to us, and we appreciate your understanding as we work to rectify this issue.
  
  Thank you for your attention to this matter. Should you have any further questions or require additional assistance, please do not hesitate to reach out.
  
  Best regards, 
  Pegasus Van Lines
  

  Customer Answer

  Date: 17/09/2024

  I am rejecting this response because:
  You only allow claims 10 days after delivery of furniture and it’s been a month at this point. 
  

  Business Response

  Date: 30/09/2024

  Dear ******,
  
  I hope this message finds you well.
  
  I would like to take a moment to remind you of the terms outlined in the moving contract you signed. As stated, any claims regarding damage or missing items must be submitted within 10 days following the delivery date. Unfortunately, if you have not submitted your claim within this timeframe, we are unable to process it at this time.
  
  We sincerely apologize for any inconvenience this may have caused and appreciate your understanding in this matter.
  
  Thank you for your cooperation.
  
  

  Customer Answer

  Date: 30/09/2024

  I am rejecting this response because:
  It’s doesn’t take away from the fact that I can no longer use the antique tables that you lost the legs for. Or how unprofessional this company is. It also doesn’t fix the fact that Nick told my mother to * off.  
  

  Business Response

  Date: 09/10/2024

  Hello Ms. *****,
  
  We truly apologize for any inconvenience caused and understand the disappointment regarding your antique tables. Our claim insurance is structured based on the weight of the items, just as our invoicing is. Our liability is limited to the insurance policy, which offers compensation at the rate of $0.60 per pound with a deductible of $350 for both missing and damaged items. These terms are outlined in the moving contract you received (pink/yellow slip).
  
  We sincerely regret that we are unable to provide compensation beyond the terms of our policy. Additionally, we take any inappropriate behavior from our team very seriously and will address the matter you mentioned with Nick internally.
  
  Thank you for your understanding, and please don't hesitate to reach out if you have further questions.
  
  Best Regards. 

  Customer Answer

  Date: 09/10/2024

  I am rejecting this response because:
  
  
  

• Initial Complaint

  Date:18/07/2024

  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.

  On May 14, 2024, my 85 years old mother booked a move from Moncton NB to BC. Pick up date was set for July 8, 2024 at 10 am. This was the closing date of my mothers house and the date the new owners were taking possession. A $200 down payment was paid by ****.
  
  On July 4, at 943 am I received a call from Nick G at Pegasus Vanline. He said he has to move the pickup date to July 10. I said that was impossible because my mother had to be out of her house on July 8. I asked why he had not notified us early and he said he had been calling us for a month. I checked my call log and the only call I received for Pegasus was that same day at 915 am. My mother checked her call log and had other received any calls at all from Pegasus. He was *****. He called my mother and was very **** and used foul language when she could not change the pickup date. On July 5, I received a call from Nick he said he was cancelling the move three days before our scheduled pickup. He has refused to refund my mothers $200 deposit.
  * ****** ** ****** ***** ********* **** **** ** * ******* ******** **** **** ********  
  I call call logs and emails as evidence if required.

  Business Response

  Date: 06/08/2024

  Thank you for reaching out to us regarding your $200.00 deposit. We appreciate you bringing this matter to our attention.
  
  I apologize for any miscommunication that may have occurred between you and your sales agent regarding our deposit policy. I want to clarify that our company policy states that deposits are non-refundable. This policy is in place to cover initial costs and to secure your reservation.
  
  We sincerely regret any confusion or inconvenience this may have caused you. We strive to ensure all our customers are fully informed about our policies, and we will use this experience to improve our communication processes in the future.
  
  Thank you for your understanding in this matter.
  
  

  Customer Answer

  Date: 08/08/2024

  I am rejecting this response because:

  That is absolutely ridiculous. You don't collect a deposit and not provide a service for that deposit. Pegasus canceled the move not us. The did not provide the service they said they were going to provide and therefore should refund the deposit.
  
  

  Business Response

  Date: 30/09/2024

  Hello,
  
  I hope this message finds you well.
  
  I would like to clarify our policy regarding deposits, as previously communicated. Please note that deposits are non-refundable. These deposits are essential for securing your moving date and allow us to arrange the necessary logistics, including the truck, equipment, and movers.
  
  We understand that your move has been canceled due to a communication issue, and we sincerely apologize for any inconvenience this may have caused. However, as per our policy, we are unable to refund the deposit.
  
  Thank you for your understanding. If you have any further questions or concerns, please feel free to reach out.
  

• Initial Complaint

  Date:17/06/2024

  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.

  Pegasus van lines picked our furniture up on May 11th, 2024 from Gatineau , QC. We planned to move to Calgary, AB. They supposed to deliver our stuff in the first week of June, but as of today, after many calls and many times delaying on 15th June, 2024, they still did not deliver. Everytime we call them, they postpone delivery date. Now after 10 times delaying, they still didn't deliver our belongings. We also paid the full price of their service on 14th of May, 2024.

  Business Response

  Date: 20/06/2024

  I apologize for the delay and inconvenience caused with your move from Gatineau to Calgary. We understand how frustrating and disruptive this experience must have been for you and your family. 
  
  Your shipment was delivered on June 17, 2024, which was unfortunately later than the originally estimated first week of June timeframe. We sincerely regret the multiple delays and lack of clear communication regarding updated delivery dates. This falls short of the reliable service we strive to provide.
  
  We appreciate your patience throughout this challenging situation. If you have any further concerns or feedback, please don't hesitate to contact our customer service team. We are committed to learning from this experience and ensuring it doesn't happen again.
  
  Best Regards

  Customer Answer

  Date: 20/06/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business  and find that this resolution is satisfactory to me.
  
  
  
  

• Initial Complaint

  Date:30/05/2024

  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.

  I agreed with 12 days notice the moving services and pay a deposit of 200 CAD on May 21th, I wrote emails ans text messages to confirm the schedule, the day before I called and spoke with Nick G. and confirm the service.
  The day and time of the service didn't show up, I wrote and the answer was: "Move is postponed to June 7th"; I received this notice 20 minutes after the time agreed.
  After he didn't pick up the phone or respond the text message, I called to the office asking some answers and the respond I got was "What do you want I do for you?", this is completely disrespectful and irresponsible on the part of this company.
  I have all the emails and text messages to prove this *****.
  The overcost for this irresponsible behavior is very high and nobody take the responsibility for this.

  Business Response

  Date: 04/06/2024

  Hello,
  
  We deeply regret any inconvenience caused by the postponement of the trip. We understand the frustration that this change may have caused and apologize for any miscommunication that occurred. The decision to postpone the trip was made due to circumstances beyond our control.
  
  We want to assure you that your deposit was refunded on 31st May 2024. If you have any further questions or concerns, please do not hesitate to contact us.
  
  Best Regards

• Initial Complaint

  Date:17/05/2024

  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 hired Pegasus Van Lines to move my belongings from ******* alberta to ****** Manitoba. The pick up was on April 17 2024 and delivery on April 19 2024. At the time of pick up I was told by the driver that he wasn’t sure if my belongings would be there on April 19 or if it would be a few days later. On April 19 I hadn’t heard anything so I called Pegasus. I was told it would be the next week. Then when I called again the next week I was told between May 8 and 10. Again it didn’t happen and I was told May 17. I spoke to them on May 13 and was told delivery would be May 17, spoke with them on May 14 and was told May 17, I spoke with them at 8am Manitoba time on the 16th and was told I would get a call from the driver today. When I called at 2pm Manitoba time just to make sure I was told that my belongings had not made it on the truck. And they told me that it will another 2 weeks before it will be delivered. I asked them if it was possible for me to go to Edmonton where my stuff is being stored and pick it up myself. They said that was possible. I looked at renting a truck and flying to Edmonton and called Pegasus back. When I asked them if it was possible to pick up my stuff on Saturday May 18 they told me that yes that was possible but I would have to pay them 30 cents a pound to pick it up instead of the 50 cents a pound for them to deliver it. To me this is crazy. I am now to pay for a truck, a flight, do all the work myself and still pay them? I am at a loss of what to do or where to turn. I now have an email saying that my things will be delivered May 30 or May 31. But I want to have this resolved and have a guarantee that it will be delivered instead of waiting for 2 weeks and then it getting postponed again.
  Meanwhile I have had to replace some of my belongings just to be able to live.

  Business Response

  Date: 21/05/2024

  I completely understand your frustration with the repeated delays and lack of clear communication regarding the delivery of your belongings. This situation is unacceptable, and you have every right to feel disappointed with our service.
  
  On behalf of Pegasus Van Lines, I sincerely apologize for the inconvenience and stress this has caused you. As a consolidated moving company, we sometimes face unforeseen circumstances that lead to delays beyond our control. However, this does not excuse the poor communication and lack of transparency on our part.
  
  We take full responsibility for this situation and will ensure that your shipment is delivered by the end of May, as per our last agreement with you. You have my word that we will make every effort to meet this commitment and provide you with regular updates throughout the process.
  
  Once again, I apologize for the frustration and inconvenience you have experienced. We value your business and will work diligently to ensure a smooth delivery of your belongings by the end of May. Please feel free to contact us if you have any further concerns or require additional assistance.
  
  

  Customer Answer

  Date: 22/05/2024

  I am rejecting this response because:

  As someone who has worked  in customer service for over 30 years I am aware of unforeseen circumstances. However you make every attempt to come to some form of compromise with the customer. In this situation I have tried everything to work with Pegasus Van lines but all I am getting in return is an apology.  An apology is not a compromise. Their inability to fulfil the original promise of delivering my belongings in 2 days has caused me to incur extra expenses that should have been unnecessary.
  I would have been happy to pay the full amount of $1832.25 if my belongings had been delivered on May 17 (even though that was a month later than expected). 
  But after the phone conversations on May 16 I am so unhappy and disappointed with the services of Pegasus Van lines and the level of stress they are causing me. They should take full responsibility (as they stated they do) by offering some form of compensation instead of simply apologizing. 
  
  
  
  

  Business Response

  Date: 30/05/2024

  Hello Ms. ********,
  
  We would like to express our sincere regrets for the delay in delivering your household goods. As a professional moving company, we understand the frustration and inconvenience caused by such delays, and we take full responsibility for the situation.
  
  While we strive to provide timely and efficient service, unforeseen circumstances can sometimes arise in the consolidated shipping process, leading to unavoidable delays that are beyond our control. However, we recognize that this does not alleviate the stress and additional expenses you may have incurred as a result.
  
  At Pegasus Van Lines, we pride ourselves on maintaining open communication with our valued customers. In this regard, our driver will contact you a day before the scheduled delivery date of June 1st to provide you with the specific time frame for the delivery of your belongings.
  
  We understand that an apology alone may not fully address the inconvenience caused, but please be assured that we are taking necessary measures to improve our processes and minimize the occurrence of such delays in the future. Your satisfaction is of utmost importance to us, and we remain committed to providing you with the highest level of service possible.
  
  Once again, we sincerely apologize for the delay and any stress or additional expenses you may have incurred. We appreciate your understanding and patience during this challenging situation.
  
  Sincerely,
  Pegasus Van Lines

  Customer Answer

  Date: 01/06/2024

  I am rejecting this response because:
  
  
  I had been guaranteed May 30 - 31 2024. My belongings were finally delivered on June 1st which was again not the agreement. 
  I also never agreed to have my belongings stored somewhere. An apology just isn’t enough. I realize that I will probably never get any compensation from this company. But I also will never accept their apologies. They call themselves a professional moving company but they can not fullfill their promises. 
  

• Initial Complaint

  Date:02/01/2024

  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 was shifting my stuff to New Brunswick, Oromocto to, from Kitchener, Ontario. After i came to oromocto at my specific address they delivered my stuff but they were missing my *********** * and when ask them about it, the company said give us 2 weeks time they will get back to me. After 2 weeks time they said they couldn’t find it and they said they will compensate me as per the insurance policy, after inform them the compensate amount they told they only compensate on the basis of products weight not on the basis of value which they were suppose to tell before i used there service and now the company is making excuses to run away from compensation.

  Business Response

  Date: 04/01/2024

  We understand your frustration, and We are sorry for the inconvenience you've experienced. We genuinely made every effort to locate your missing item, but unfortunately, we were unable to do so. It appears that the item was delivered as part of your shipment. As a standard practice, we had to finalize the claim based on the terms of the insurance policy, which is consistent with the procedures followed by moving companies. Regrettably, this means that you are not eligible for a payout as per the terms and conditions of the insurance policy. You can find detailed information about the insurance policy in the moving contract that you signed and agreed to. We understand that this may not be the outcome you were hoping for, and we apologize for any disappointment this may cause.

• Initial Complaint

  Date:02/01/2024

  Type:Order 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.

  Movers showed up an hour and a half before scheduled time. The move itself was very slow despite the hiring of 3 men at $150/hour plus $100 truck fee. Some boxes were moved upside down with fragile items in them, my daughter’s bed was ruined because they couldn’t figure out how to disassemble it or move it, I was charged $50 each for wardrobe boxes that they filled with garbage bags clearly labelled as trash. I was told they would take approximately 6 hours for the entire move: from 9am to 3pm and it would cost $1130. They did not finish packing my old place until 1:30 pm (my partner had to show them how to disassemble and move out my queen bed) and it took over an hour for them to travel from point A to B, which my partner and I were able to complete in less than half an hour. They did not move items to the trash like they said they would, either. I was charged for their lunch which they did not inform me they were taking, and they said I would not be charged for. My partner had to help them unpack their truck, and they did not finish the job until after 5pm. The move cost me a total of $1495. ** *** ********** ****** ****** *** ***** **** * ******* **** **** **** **** ** **** ***** *** ** ***** *** ******* ********** **** ******* EDIT: they also destroyed the flowers I had kept from the recent funeral of my mom. I** **** **** *** ***** **** *** **** ***** ** * ******

  Business Response

  Date: 04/01/2024

  We are sorry for the inconvenience you experienced. However, we regret to inform you that there will be no refund for the moving service. The movers worked diligently to complete the job, including taking a necessary lunch break. We take customer satisfaction seriously and will investigate the issues you've raised to ensure that our service meets the highest standards. We understand your concerns and will take steps to address the issues raised. Your feedback is valuable to us, and we will use it to improve our services in the future. Thank you for bringing this to our attention.

  Customer Answer

  Date: 04/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  While I understand a full refund is not possible I do believe there should be some action taken. Sentimental items from my MOM’S DEATH were ruined. Items were broken because of a lack of “diligence” with my boxes. I was told there was insurance and these are items that have more than just monetary value. Imagine you do a big move and you find out items from an extremely traumatic life experience with incredible sentimental value have been destroyed due to carelessness.
  

  The lunch break may be necessary but was told by the lead mover I would not be charged for that hour. I have a witness for this. Additionally, I paid for the use of wardrobe boxes which clearly should not have been used as they were filled with bags of literal and clearly marked trash.  
  

  If a full refund is not possible then a partial refund should be. I think it’s disgusting that you claim diligence and a job well done when there were many items ruined or destroyed on behalf of your movers. I even reached out to Nick during and directly after the move about this. 
  
  
  Sincerely,
  
  
  
  ******* *******

  Business Response

  Date: 12/01/2024

  Hello *******,

  We are sorry for the inconvenience you've experienced again. If you would like to discuss this matter further, please feel free to reach out to our claimsdepartment at ******@***************.ca. We value your feedback and will do our best to address your concerns.

  Best Regards 

• Initial Complaint

  Date:06/11/2023

  Type:Service or Repair 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.

  movers pick up household items and storage unit on October 4 2023.
  movers deliver such items on October 24 2023
  missing multiple boxes valued at $22000
  
  I am emailing to claim loss of items in the amount of $22000
  **** computer valued at $2000
  2 boxes of audiophile cables valued at $2000
  2* *** ***** 1960’s, 1970’s emblems/auto badges valued at$5000
  300 Cassette tapes and holders valued at $1000
  2 boxes of *** Vintage 1960’s, 1970’s ***** Switches valued at$10000
  1 box containing dvd burner and other electronics valued at $2000
  
  **** ****** ***** ***** * ***** Blackville, ** ****** ************

  Business Response

  Date: 08/11/2023

  Dear **** ******,
  
  Thank you for your message. We are sorry for the inconvenience caused by the missing items. Our claims department is currently taking care of your case. We will investigate the matter and get back to you as soon as possible. We understand the value of your lost items and we will do our best to resolve the issue.
  
  We appreciate your patience and understanding as we work to resolve this issue.
  
  Best regards,
  Pegasus Van Lines Inc.

  Customer Answer

  Date: 22/11/2023

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

  It has been a month since pegasus van lines brought my belongings to my new location.  I need monetary compensation as soon as possible. 

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

  Business Response

  Date: 28/11/2023

  Dear ****,
  
  We understand your frustration and we sincerely apologize for the inconvenience caused by the delay in processing your claim. Please rest assured that our claim department is actively working on your case and making every effort to locate your missing items. As previously communicated, the claim process may take up to 8 weeks, and we truly appreciate your patience and understanding during this time.
  
  We want to assure you that we are committed to resolving this matter and making it right for you. We are taking steps to expedite the process and ensure that you receive the resolution you deserve. Your satisfaction is our top priority, and we are dedicated to addressing this situation with the utmost care and attention.
  
  Once again, we apologize for any inconvenience this delay may have caused, and we thank you for your continued patience and understanding. If you have any further questions or concerns, please do not hesitate to reach out to us. We are here to assist you every step of the way.
  
  Best Regards
  

  Customer Answer

  Date: 29/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  i need to keep this case open until pegasus provides monitary compensation for my personal belongings that i did not recieve
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 06/12/2023

  Dear ****,
  
  Thank you for your patience. While we understand your need for compensation, we would like to inform you that our claims department is still in the process of finalizing your case. As a result, we are unable to offer you compensation at this time. We apologize for any inconvenience this may cause and appreciate your understanding.
  
  If you have any further questions, please do not hesitate to contact us.
  
  Best regards. 

  Customer Answer

  Date: 07/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i need monetary compensation for the lists of missing items that were not delivered to my new residance
  
  ******** * ***** ***** *** **** ** ****** *** ****
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 12/12/2023

  Dear ****,
  
  We have recently consulted with our claims department regarding the status of your missing items. Regrettably, they have been unable to locate the items thus far. We sincerely apologize for any inconvenience this may have caused. Rest assured, we are committed to resolving this matter in a professional and timely manner.
  
  Best Regards