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:03/04/2025

  Type:Order 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 Diamond Relocation on Jan 30th to move from BC to PEI. I was told my belongings would arrive to my residence 10 business days after pick up, I got my belongings yesterday, April 1st. *** ******* *** Mark R****, told me before hiring them that if I were to find anybody cheaper, that they would match price, * ******* **** *** ** ************** Once I got to PEI and they took my belongings they went radio silent, only ** **** **** ** **** to charge me double the original quoted amount, and saying they would not release my belongings unless I paid them the amount they quoted. I paid them and waited around 4 weeks to receive my belongings. Once I did, the drivers even wanted to charge me for a "stairs fee" because I live in a basement. A lot of my stuff was damaged and the delivery guys at the end dropped A CLOSED BOX half full of boxes, because they ******* me into emptying half of it or they would not move it inside for me, into the mud, damaging over 15 of my books. Closing this, I have an heirloom ring missing ****** **** ** ************ **** * ****** ***** ** **** ****. At the end of the day, I paid them the ridiculous amount, they damaged all my stuff, *** ******** **** ******* ******** **** ****** ** ** *** *** *** ****** ** *** ** *** ** *** ******** **** ******* ******* ******** ****** *** ****** ***** **** **** ** **** ***** ***** **** **** * ****** **** ******** ** ******* ********** **** ***** ***** * *** *** *** **** **** ******** ********** ******* ***** * **** ******** *** ****** ** *** ** * ***** ******* ** ****** *** **** **** ****** ** ** ******** ******* ** *** ******** **** ***** Said contract says if you don't pay them in x days they will sell your stuff. I would love to get my ring back and get proper compensation to my damaged items and not their "60c per pound damadged" ** ******** **** ****** ***** ****** **** **** **** **** ** ***** ***** *** ******** ** **** *********** **** ***** ** ***** **** **** ** ** **** ************

  Business Response

  Date: 11/04/2025

  Hello,

  
  First and foremost, we sincerely apologize for the delays and the frustration you experienced during your move from British Columbia to Prince Edward Island. We fully understand how upsetting it must have been to deal with delays, unexpected charges, and damage to your belongings during what should have been a smooth transition to your new home.
  Please know that we do have a formal claims procedure in place, which is outlined in the contract you signed. This process must be applied consistently across all customers to ensure fairness and accountability.

  We also want to be transparent in acknowledging that while we do our best to offer competitive and affordable rates, this also means that we operate under standard industry liability coverage, which includes compensation rates such as the $0.60 per pound per item for damaged goods, as noted in the agreement. We understand this can be disappointing when it comes to high-value or sentimental items, and we always advise customers to secure additional insurance when needed.
  Regarding your concern with the overall price — our initial quotes are based on estimated weights and services requested. If your actual shipment weight or requirements exceeded the initial quote (such as stair carries or heavier loads), additional charges would have applied accordingly.
  That said, we never want any customer to feel ignored or mistreated.
  Again, we are very sorry this was your experience, and we will take your feedback seriously as we continue to improve our service.

  Best regards.

• Initial Complaint

  Date:03/10/2024

  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 sourced a few moving companies to move a condo full of items from a storage facility in B.C to Kitchener. Amongst several other companies, Mark R. of Diamond Relocation contacted me on August 20, 2024; was quick to provide information about the move, quote (deposit), timeline (7-10 business days from p/u) + provide 1 month of free storage (should I not be able to acquire a new place in time) He was quick to provide documentation and readily charged the deposit to my credit card. However, things quickly went sideways when my storage facility in British Columbia provided instructions to me to pass on to Diamond Relocation and its movers (Mark was instructed to call them, provide a moving time, etc.). I followed up with the Manager at my storage facility a few days prior to the schedule pick up date and he informed me that Mark R. hadn't reached out even though he was aware of having to do this. After **** ******** *** *************, items were picked up, but then received an invoice from a Grace in "accounting" attempting to collect an extra $484.00 from me for "packing" - however, original documentation states is "services upon request." Thus begun the saga of my things ********** not arriving within the 7-10 day timeframe, Mark seemingly not ever being available to take my calls/reply to text messages/emails and dealing with **** ***** *** ************** staff at their toll-free # provided. Arrive now at October 3, 2024, they called to say that my items have arrived, but I have lost out on several places due to this 37 day ordeal. Will now NOT provide the 1 month of storage and demand I now pay well over $2,300.00 for a quote that was $950.00 - such a ******* overage/misrepresentation of the original quote! I now have 7 days to schedule a delivery date, unless I'll begin to be charged $300 for storage - but ***** your documentation states 1 month free and this was communicated to me by Mark R....! ******** ***** ** *********** *** ************ **********

  Business Response

  Date: 18/10/2024

  Hello,
  
  Thank you for your feedback. We apologize for any frustration caused during your move. We’d like to clarify a few points:
  
  1. **Initial Coordination**: There was a delay in contacting your storage facility, but once the connection was made, the items were picked up as planned. We regret any inconvenience this caused.
  
  2. **Packing Charges**: The $484 charge for packing is indeed related to services that were necessary to ensure the safety of your items during transport. While we understand that packing services were listed as “upon request” in the original documentation, the movers on-site identified that certain items required additional packing to prevent damage. We are obligated to prioritize the protection of our clients' goods, which sometimes results in necessary adjustments to the final billing.
  
  3. **Delivery Timeline**: While the move exceeded the expected 7-10 business days, your items did arrive in Ontario on October 3. However, we’ve been unable to schedule the delivery because you haven’t provided a final delivery address. As soon as you have an address, we’re ready to proceed.
  
  4. **Storage Charges**: The one-month free storage was offered, but the current delay is due to the lack of a delivery address on your part.
  
  Please reach out to us directly so we can schedule your delivery and resolve any outstanding concerns.
  
  Sincerely,  
  Diamond Relocation

  Customer Answer

  Date: 18/10/2024

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

  1. **Initial Coordination**: There was a delay in contacting your storage facility… the delay was in Diamond Relocation’s end as Mark R. DID NOT contact my storage facility in Chilliwack, BC prior to the date of pick-up. I sent Mark R. an email with the instructions from the facility and also spoke to him on the phone. This can be corroborated by the facility in Chilliwack, BC as well.
  
  2. **Packing Charges**: The $484 charge for packing is indeed related to services that were necessary to ensure the safety of your items during transport. While we understand that packing services were listed as “upon request” in the original documentation, the movers on-site identified that certain items required additional packing to prevent damage. We are obligated to prioritize the protection of our clients' goods, which sometimes results in necessary adjustments to the final billing.
  

  Diamond Relocation and its movers made this assertion and decided to do this without my consent nor authorization. I DID NOT request said service by your own admission, therefore, I will NOT be paying for something I didn’t request nor agree to.

  3. **Delivery Timeline**: While the move exceeded the expected 7-10 business days, your items did arrive in Ontario on October 3. However, we’ve been unable to schedule the delivery because you haven’t provided a final delivery address. As soon as you have an address, we’re ready to proceed.

  Given this was to be a delivery time of 7-10 business days, exceeding 30 days for delivery is unacceptable!! ** ****** I was unable to provide a delivery address as my items were picked up on August 27th but didn’t arrive until October 3rd. This ********* delay caused me to lose out on several dwellings as the date of arrival kept being moved. 
  

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

  
  4. **Storage Charges**: The one-month free storage was offered, but the current delay is due to the lack of a delivery address on your part.

  **** ** * ******* ******** ** Mark R. originally communicated to me that I have 30 days of free storage after my items arrived and if I hadn’t found a new place yet - original quote and timeline was 7-10 business days. My items did not arrive till October 3, 2024 and as such, I should have till November 3, 2024 for said free storage. “Grace” (in Accounting) states that the free storage begins at the time of pick of one’s items, ***** ** ****** *** ****** *********** How does one have free storage when their items are being transported across the country? 
  

  Actionable Items:

  1. The invoice must be reduced by law

  2. Diamond Relocation must cease tactics that frustrate the client and cease making threats to dispose of items

  3. Must offer the free storage as presented originally 

  Thank you.

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

  Business Response

  Date: 01/11/2024

  Dear Mr. *******,
  
  Thank you for your response. We understand that you have concerns, and I’d like to address each of them with clarity based on the terms of our agreement and current status of your shipment.
  
  ---
  
  **1. Initial Coordination with Storage Facility**
  
  We appreciate your feedback regarding the initial coordination with your storage facility. Our records show that our team acted promptly based on the information provided and arranged for pickup accordingly. However, if there were any delays or issues with communication, we apologize and will review this with our team to ensure future improvements.
  
  ---
  
  **2. Packing Charges**
  
  Regarding the $484 charge for packing services, this was a necessary measure identified by our movers on-site to protect your items during transport. We understand that packing services were initially listed as “upon request”; however, our movers found additional packing essential for ensuring your items’ safety. While we prioritize the security of our clients’ belongings, we recognize that better communication around this decision could have been beneficial, and we’ll work toward improving this process.
  
  ---
  
  **3. Delivery Timeline**
  
  Your items arrived in Ontario on October 3, and our team has been ready to proceed with delivery since then. However, we still require a final delivery address from you to complete the service. We understand that unforeseen changes to the schedule may have affected your arrangements, and we are prepared to schedule delivery as soon as you provide the address. 
  
  ---
  
  **4. Storage Charges**
  
  Per our agreement, one month of free storage was provided, beginning on the date of pickup (August 27). This complimentary storage period ended on September 27. As such, any additional storage incurs standard charges, given that the free period has already been applied. We hope this clarifies the terms and appreciate your understanding on this point.
  
  ---
  
  **Outstanding Payment**
  
  As of now, the $200 deposit remains the only payment made, while the bulk of the contracted work has been completed. To continue storing your items and ensure timely delivery, it is crucial to settle the outstanding invoice as per our agreement. 
  
  Please note that if we do not receive payment and a delivery address promptly, we may be required to initiate further action, as outlined in your service agreement.
  
  ---
  
  **Next Steps:**
  
  1. **Invoice Settlement**: We kindly request that the outstanding balance be paid promptly to maintain the security of your items and complete delivery.
  
  2. **Address for Delivery**: Once you provide a final delivery address, we are prepared to deliver at the soonest available time.
  
  We are committed to resolving this matter in line with our policies and appreciate your prompt attention to these items. Please don’t hesitate to reach out if you need further clarification.
  
  Thank you,  
  

• Initial Complaint

  Date:01/05/2023

  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.

  Hired this company in November of 2022 to move apartment belongings from Cumberland BC to Fredericton NB. They showed up early and charged us for the wait time when they were told nobody would be home at that time and they would need to wait. When we finally received our belongings over a month later our mattress was missing. When I contact the company they said it didn’t get put on the truck and would be put on the next shipment. I never heard from the company. I contacted them a month later and they said it left but the driver couldn’t come to New Brunswick so it went back to Ontario. They said it would be shipped out later that week or early the next week and then 4 days to arrive. We have still not received our mattress and I cannot get ahold of anyone at the company by phone.

  Business Response

  Date: 05/05/2023

  Hello *****,
  
  We do apologize for the delay with your leftover item. I have checked with the claims department and they advised that they were in touch with you through the process and as per our phone conversation today (5th May, 2023), we informed you that the mattress will be shipped next week and delivered to your home address next weekend. 
  Again, we are very sorry for the delay.
  
  Best Regards