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:28/09/2022

  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.

  ref. Order ***** placed on June 17th 2022.
  
  We hired this company to move our belongings from Winnipeg, MB to Gatineau, QC. Arrival date was scheduled for July 13th.
  This company promotes in its quotes :
  v Complete door to door & room to room service
  v Disassembly of basic furniture
  v Furniture protection with professional moving blankets
  v Standard insurance for goods in transit
  v Floor protection (runners)
  v Cargo coverage up to $75,000.00 per move
  v Standard Liability 60 cents/lbs
  
  We paid a 200$ deposit but did not get any contract.
  The guys picked up our belongings, disassembled our furniture without proper tools.
  They left without giving us any paper.
  On July 19th we received an invoice of $8 356.45 and were asked to pay immediately otherwise our belongings would not be delivered.
  We managed to have a certified cheque from the bank.
  When the guys delivered our shipment the next day (after calling ** ******* to have our address ...)
  It appeared that every single piece of furniture was damaged, it never had been properly protected nor covered with blankets : either totally broken, scratched or dirty / greasy. Our furniture was new (2020/2021) and in pristine condition. I kept all the invoices. The shipment traveled by train and not by truck.
  Plus the staff refused to put the boxes in the different rooms, they only put all the boxes in the garage.
  
  I already sent a claim via email, and a formal notice via mail (even if the company refused to give me its address).
  i asked for the total reimbursement of my furniture $8 525 at the price of the day.
  The company offered $1 000 which is way under the amount I asked for having ruined our furniture.
  I still am asking for this amount because they did not act properly *** **** ********** **** **** ******** *******.
  ***** *** **** *** ***** **** ******** ********* ***** *** *****  I can prove everything if needed (emails, pictures, etc)
  
  Thanks BBB for helping me.

  Business Response

  Date: 11/10/2022

  Hello ***********,
  
  First of all, again, we do apologize for the inconvenience we caused. Like every other moving company, we have claim insurance for the damaged/missing items. The claims department already explained the claim insurance coverage to you in detail. Since you did not ask for a professional packing service and did all the packing for your **** furniture by yourself, they got damaged during transportation. Even though the responsibility belonged to you, we offered $1,000.00 for customer appreciation and an apology. Unfortunately, you did not accept it. If you would like to discuss this with the claim department again, please do not hesitate to contact us. 
  
  Best Regards 

  Customer Answer

  Date: 13/10/2022

  I am rejecting this response because: I purchased a service (for over $8500) to have my belongings get properly and professionally moved (boxes and furniture) and the company was responsible for it.

  The quote was very clear : the company was responsible for taking care of the furniture by "protecting it with professional moving blankets" and the company knew before the move what they would have to move since I sent them pictures of our belongings.

  They never told me it would be a problem or I should buy an additional service regarding my furniture - as they did for the special wooden box I asked and they did not bring btw.

  They delivered my furniture damaged, broken, dirty. Which I never signed for.

  I was also expecting a "room to room service" which has not been provided since they dropped everything in my garage.

  They refused to communicate their address and now are hiding behind a contract they never shared before sending the invoice, ********* my belongings until they received a copy of the certified check.
  

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

  So the $1000 they are offering (btw on the form they sent to me, it was written $67 ...) are not acceptable for me.

  Business Response

  Date: 20/10/2022

  Hello ************
  
  Again, we do apologize for the inconvenience we caused. We used "professional moving blankets" for your move, indeed. However, even though they prevent scratches, they are not quite protective against unassembled **** furniture. 
  Based on the insurance you accepted, you were not eligible for a payout, however, we are still willing to offer you $1,000.00 for the damaged items. We are sorry for the wrong claim to finalize form, we will contact you today again regarding finalizing the claim.
  
  Best Regards

  Customer Answer

  Date: 21/10/2022

  I am rejecting this response because:

  First, I am happy to see how smooth Pegasus' communication has become since we have been going more formal.

  Unfortunately, what they say is wrong, since I
  have the visual proof they did not cover my furniture with professional blankets
  (** ******* took pictures of the inside of the truck and clearly there is not
  blanket), as I have the proof they did not deliver the promoted room to room
  service but dropped all our belongings in the garage.

  As however they seem to be likely to cooperate,
  I would like Pegasus to provide me with the following documents:
  - The “contract” they say I am having with them and I am supposed to have signed, so that everyone can know what we are talking about.
  - The inventory we were supposed to have and which we did not get from them, which is listing every item they were responsible for and the condition at origin.
  - The proofs of the weight of our belongings. The scale tickets they provided can’t be mine, since the invoice they sent to me is dated July 13th and the second scale ticked dated July 19th.  So, either the invoice or the tickets are wrong. In any case, this does not work.

  Their $1000 offer is unacceptable for us regarding
  the damages they caused.

  By providing me with the documents, they will
  help everyone see clearer on what is going on *** ***** **** **** ***** ******* ***** *********** *** ***** **** ****** ******** **********
  *** *** ***** **** ** ** *** ********* *** ** ** **** *** *** ******** ********** *** ** ******* ****** ***** ***** ******** ****** ***** **** *** **** ********
  
  I am looking forward to receiving these documents and am already thankful for Pegasus' kind and active cooperation,
  
  
  
  
  

  Business Response

  Date: 28/10/2022

  Hello ************

   Since your contract has your private information, we will send them to you by e-mail for your privacy. 

  You will receive them today by 5 pm. If you will have any questions, please do not hesitate to contact us. 

  Unfortunately, our final offer is still $1,000.00 for the damaged items. 

   

  Best Regards

  Customer Answer

  Date: 01/11/2022

  
  
  I am rejecting this response because:

  ********, October 31st, 2022
  
  First, I thank Pegasus for eventually having
  sent the documents I had been asking for a long.
  These documents are very important since they
  will help clarify and understand why Pegasus has ****** business practices and misrepresents
  its services.

  
  Contract
  First, we never received this
  contract. Again, we agreed on a service based on what was promoted in their
  quote. Before moving forward, I checked every quote point with the salesperson.
  As we never received this contract, we
  couldn’t be informed of the Terms and Conditions, which we would never
  have agreed on since they are ****** (such as #3, #5, and #8 of the
  first page).
   As we only have **** furniture, we would never
  have decided to take our furniture after reading #5 and would have sold it
  before leaving. As I sent the pictures of our furniture to the salesperson to validate
  the volume of the truck, he did not mention anything about it. * **** ******** ******** ***** **** **** ** ********* ************* *** **********
  ****** ******* *** ********* ***** **** **** *** ******* *** *** *** we ******* them since they promote that they
  are professional movers and take care of the furniture and wrap it with
  professional blankets.
  ** ** ** ****** ******** ********
  not to be transparent on the terms and conditions by not providing the consumer
  with them.
  *** this document, i* ** ******* that
  we did not sign it. There is no signature on it. ** ******* only got to see it after
  the delivery and therefore wrote “Several damages to be reported by claim”. He did
  not sign something we never had been aware of.
  Secondly, it is to highlight, that
  there is some important information missing in this contract such as the
  address of the business, the description of the services (protection of the
  furniture with professional blankets and room-to-room service…), the shipping
  address, and the pickup and delivery dates, which are crucial business information
  for a move.
  ********* ** *** ******** ********** *** ** ******* ***** **** ******** *** ** ******* *** ******** *********** *** ***** ********** *** **** ***** ** * ******** ****** ** ****** ********** *** ************** ****** ** *** *** * **** **** ** ********* ** *** ***** ** *******
  Regarding the payment,
  Pegasus never shared the information before, that we would have to pay before
  the delivery, and that this would be the condition to be delivered. This would certainly
  have been an additional red flag.
  Finally, there is no information in
  this contract saying that they would not provide the Room-to-Room service they
  promote in their quote, which I purchased by accepting. Instead, they dropped
  everything in our garage.
  
  Items listing
  By what is written on this document,
  we should have received a copy of it. But we never received a copy of this
  document.
  This document is important since it
  states that every piece of furniture was in good shape before moving,
  only item #103 (coffee table) is reported as “scratched”.
  As this item has been reported as
  “scratched”, ** ****** that all other pieces of furniture were in good shape,
  otherwise, they would have been reported as such on the listing.
  It is also important to underline,
  that this document has not been signed by anyone.
  
  Scaling tickets and Invoice
  As the invoice is based on weight,
  how can it be possible to edit an invoice before having the weight?
  In our case, the invoice is dated
  July 13th while the second scaling ticket is dated July 19th.
  In addition, there is no proof that
  this is my shipment.
  On top of that, the tickets were
  issued for a company named Moving System. We don’t know anything about Moving
  System, we hired and paid Pegasus Van Lines Inc.
  
  
  
  Conclusion
  ********* ** *** ******** ********** *** ** ******* ***** **** ** ******* *** * ******** ** **** ***** *********** ***** ****** *** *** ******* ** ****** *** ** *** ****** ******** **********
  ** ************ ****** ****** *** ******* ********* ************ ******* **** *** ******* ** ***** **** *********** *** ************* *** *********
  False information and misrepresentation of their services
  Pegasus never says nor displays that they are a Consolidating Moving Company.
  Pegasus says they move our belongings by truck, but they put our shipment on a train and don’t say it.
  On the contrary, they display a picture of moving trucks with their logo on it on their website to better lure us.
  On their website, Pegasus promotes professional services:
  “Our
  moving teams are trained and equipped with all tools to handle every relocation
  with any size and variety.”
  *The movers arrived with no proper equipment, not even the proper tools to disassemble our beds properly.
  “Our
  customer service is ready to relieve the stress of a move and assist you on
  every step.”
  *Once you have paid the deposit, they become rude and don’t communicate anymore until they send the invoice.
  Pegasus committed to delivering on a date but delivered with over a week delay.
  *Before I paid the deposit, I got a confirmation by phone that my belongings would be picked up in Winnipeg on July 7th and delivered to Gatineau on July 13th. But after paying, they strangely never got a written confirmation for the delivery date. We eventually received our belongings on July 20th, one week after the expected date. But Pegasus never communicated with us about this delay and what was happening. We had to call them every day, many times a day, but no one answered or returned our calls. When they finally answered, they were rude and even hang up on us.
  They promote services in their quote, which they don’t deliver:
  Complete Door to door and Room to room service
  Furniture protection with professional moving blankets
  Floor protection (runners)
  Standard Liability 60 cents/lbs
  
  *As it appears on the pictures of the inside of the truck, which arrived at our home, they did not protect the furniture they were responsible for with blankets. No wonder it arrived ruined, broken, scratched, and dirty. They did not use floor protection either.
  *They did not deliver the Room-to-Room service but dropped everything in our garage.
  *They refuse to take responsibility for the damage and compensate according to the Standard Liability of 60 cents/lb.
  
  They provided scaling tickets, but the name of the company is not the name of the company we hired.  (We don’t know ****** ******)
  
  ********* ** *** ******** ********** *** ** ******* ***** **** ** **** ******* *** * ******** ** *** ****** ******** **********
  ****** ******** *********
  Pegasus did not provide us with any contract but invoked it when we opened a claim. ** **** **** ****** **** ******** * ******** ***** *** ****** ** *** ******* *** **** ****
  Some terms of the contract are ****** (#1, #3, #5, #8):
  #1
  “The carrier shall confirm a date for pickup only upon receipt from the
  shipper of a non-refundable deposit of the estimated fee.”
  #8 “The carrier shall not be liable for any loss or damage to the
  shipment unless the shipper signs both a pickup and delivery slip”
  Pegasus
  did not provide us with the Inventory (whereas it is written on it to provide
  the shipper with a copy of it) or any other pickup or delivery slip.
  “Notice: The shipper signing this contract must
  insert in the space beside the handwriting of his declaration of the actual
  value of the shipment. Otherwise, the shipment will be deemed released to a
  Maximum value equal to $0.60 times the weight of the shipment in pounds.”
  As we
  did not receive the contract, we did not insert the value of our belonging. And
  we never have been asked to give them this information.
  By
  not giving the documents, Pegasus protects itself from being liable, with is
  unfair.
  In the “contract” there are two different Terms and Conditions, which is not clear at all because the liability of the carrier is not the same depending on the version.
  Pegasus asked to be paid before having delivered the service, and so took hostage our belongings. They also asked to have a copy of the certified check before scheduling the delivery. This can be considered a blackmail attempt.
  They refuse to share their address so we can’t reach them officially or file a complaint.
  They hide important information for a mover such as the fact that ****-like furniture won’t be covered by the insurance, even after having received a picture of the furniture they were supposed to move.
  They edited our invoice before having the scaling ticket
  On top of that, they offered compensation but cheated on the amount in the attached document. (They offered $1000 but, in the form, **** ********, it was written $67)
  
  * ****** ** ** ********** ** ***** *** ****** ******** ********* ** **** ******* *** *** ***************** ** ***** *********
  ********* ** *** ******** ********** *** ** ******* ***** * *** ******** **** *** ******** * **** **** * ******** **** *** ************** *** ******** *** ***** ***** *********** ***** *** ********
  ***** ******* **** ** **** * ******** ******** **** *** **** ***** ** ********** *** *** *** ******* ****** ***** *** *** *** *** ************ ** ** ******** *** * ***** *******