Included below is the email I sent to their Head Office in response to the really bad service I recieved while moving on Saturday August 15th, 2009.
"I am utterly disgusted with the service we received for our move. We were pretty understanding when the movers did not show up at the scheduled time on saturday, as we understood (only after contacting the head office location) that they were unable to empty the moving vehicle the previous night. We even overlooked the fact that we did not receive a call from the movers to let us know they were running behind. However, the following that occured that day is totally unacceptable:
1. Upon meeting the movers, it was evident that one of them had been drinking heavily the night before or earlier on that morning.
2. The amount of time it took for the movers was ridiculous! It took them 9 hours to complete the move when it was estimated to be 5 hours. I realize this is an estimate, however, when I moved into the apartment 2 years ago, it took the moving company I had gone with 5 hours (and with only 2 movers). I expected that it would be comparable.
3. Alot of standing around - the movers would stand in the vehicle and discuss which items to move when there where many items available for moving that did not require 2 men. I do not know if it is your company policy to move everything with a dolly, however, there were many boxes moved in with a dolly that I (as a female) could have moved myself in half the time it took to struggle with the dolly up the steps. This was a complete padding of the hours worked.
4. The movers were smoking in the vehicle where my stuff was stored! We are a non-smoking household. This is disgusting! If I wanted my stuff to smell like cigarettes, I would smoke in my home. Although we are not asthmatics, our cat is extremely sensitive to smoke. My landlord, from the place I was moving out of, witnessed the movers going for a smoke in the storage area almost everytime the brought down a load from my place. My boyfriend and myself witnessed the tail end of this behaviour when they finally made it to my new location. I can understand the movers requiring breaks, but it should not be everytime they move down a load. This is a waste of my time and money. Now my stuff has been contaminated.
5. Damaged goods & property - One wall in particular in my move-out suite has a about a 4 inch black sctrach as well as numerous scratches and marks in the elevator. My small filing cabinet has a dent and large scratch on the bottom side. As well, my futon frame has scrapes all along the bar. I realize there are bound to be bumps and scrapes in moves, it should be minimal. So in addition to the time and cost of the move, I am now responsible for the repairs in my suite and have damaged belongings. The only reason this is on my list of complaints is because I do not feel that they even tried to minimize the damage occuring or attempt to prevent it.
6. Children playing on our belongings that were outside the building and waiting to be loaded. We came back to see how much longer the movers were going to be around 3pm. At which time, when we were pulling into the parking lot we watched in disbelief as two children were climbing on our property and there was no-one in sight watching our stuff. When we went to speak to the girls to ask them to stop, their father (Farris) came out of the vehicle. Children should not be in the way when people are moving. My property could have been damaged by their carelessness or they could have hurt themselves.
7. Unprepared - the movers did not come prepared to remove doors, etc. I had to run around between the two properties to attempt to find my own tools to have the door removed. I expect when I am paying someone to do a job that they come prepared.
8. Lacking common sense - these movers did not have common sense. When we moved into our old apartment (the move-out location on Aug 15th), the only item that did not fit in the elevator was our couch. However, the movers insisted on taking my boxspring and futon frame (in addition to the couch - which I knew would not fit in the elevator) down the stairwell. These items fit when moving in... why didnt they fit while moving out?! This was just another excuse to waste more time as they did not try very hard to get it to fit in the elevator.
As someone who works with difficult customers everyday, I know the results of giving good customer service versus giving really crappy service. All of these points contributed in some way to all the additional expenses of having chosen your company to conduct my move. Not only did I have to pay more for the extended time it took for these guys to do the job, but I am also paying for the damages sustained during the move. I am extremely disatisfied with the service recieved. I want to know what you will be doing so that no other customers are taken advantage of the same way that we were. If proper steps to reconcile this matter are not taken, I will be demanding the cost of fumigating my belongings and will be acquiring legal representation if needed. This is absolutely unacceptable. I should not have had to pay more than the estimated quote as it should not have taken 9 hours to complete!
I anticipate your immediate response to this matter."
PLEASE!! DO NOT USE THEM FOR YOUR MOVE! I can not stress this enough. I have not recieved a response back and will be getting a lawyer if they dont get back to me.
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