Complaints

• Initial Complaint

  08/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I filled out an online quote request asking how much it would cost to have movers help Move my contents of my home from either in my home to a moving truck or from my home to a storage unit.i Have never contacted these people otherwise and I definitely never said that I would hire them. I needed quotes to send to disability as I am, moving as preparation to go in for open heart surgery and they will be paying. I requested the one online quote but continue to receive emails daily so I emailed requesting to be removed from their mailing list. They said no?!

  Business response

  08/05/2024

  We deeply apologize for the inconvenience caused. We contacted this client because they were referred by one of our brokers. The IT department has eliminated all contact information and disabled communications on all methods to this person and we will not attempt any further contact. Disciplinary measurements will also be taken, as this behavior is not tolerated by our company. Once again, my deepest and most sincere apologies on behalf of the staff and the company.

• Initial Complaint

  19/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company is a **** company, they quoted me one price then charged me double once my stuff was picked up. Held my stuff in a warehouse for 3 weeks, finally delivered my stuff to BC fron AB and 6 boxes were missing. Total value of 6k of my belongings, they said not my problem and offered me $125 compensation back in Dec 2023, it's now March 2024, still have not received the money they promised. They just kept saying they sent an etransfer and it's my fault cause my email is full. Very disappointing would never recommend this company to anyone. I have several emails from BC express movers saying they sent the $125 but are ******* ** ** ** that email is full, I have other people sending me etransfers and no issues

  Business response

  26/03/2024

  Company IS NOT a ****; this person is trying to dispute several months after the move was completed (it was done last year). She send more weight than advised to us; 660 lbs. additional. Client also was told clearly that the quote did not include taxes nor fuel (it was disclosed in writing since the first email). Client also knew the quote was only for 1000 lbs. and agreed to pay for any additional weight. She was even provided a weight calculator to show us the shipment's weight, which was never sent to us. The shipment was delayed due to the extreme weather conditions in AB during Dec 2023; she also knew ETA was 2-9 business days from departure (so we had 2 weeks to complete the move, it took a couple days waiting for container to be full, and a few days delay for weather conditions). Needless to say, client was aware of the ETA before making a reservation. As for the claims, the company provides basic movers liability as required by law. It is up to the client to get comprehensive insurance from a third-party provider, as we are not an insurance carrier and cannot provide that. Furthermore, she received the vast majority of her belongings (so the missing items were nothing close to the full shipment's value). As per the company liability, she was provided a compensation based on the missing items; which we paid on time and have not been yet claimed by the client; we have sent the payment multiple times by e-transfer, but the funds are not claimed and are deposited back to our account. Please find the evidence of the e-transfer attached, showing we sent the funds more than 5 times, and was returned to us on Feb 3, Feb 8, Feb 26, March 11, March 17, and March 24. So, the allegations we received lack of fundament. 

  Customer response

  27/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: they haven't sent me the promised refund.

  At first they said they were sending a cheque,  the cheque never arrived.  I contacted them provided my email, which is how an etranfer is sent, I have received several etransfers from different people no issues at all. The proof they sent has the B and some numbers that's my booking number not my email address.

  I wrote them and suggested they could return the $125 to my credit card.  I also said I'd go to their office and pick up cash, neither of my requests were replied to.

  The fact is they promised to return $125 to me since Dec 2023, that was 3 1/2 months ago.  And there has been several emails go back and forth about returning the $125.

  They have 2 very simple ways of returning the money to me, email address *********************** or to my credit card.

  My email is set up with my bank for auto deposit so no security question is required.

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

  Business response

  03/04/2024

  
  We apologize for the inconveniences and the technical issues. We tried to send the payment multiple times, as it can be confirmed in the evidence submitted. We discussed about sending a cheque, but then agreed with the client to make the payment by e-transfer.
  
  The number starting with B is the order number of the client, not the email address where we sent the funds. We saved the client’s information under the order number as per our company policy, as this is the ID we use to identify each shipping; it has no relation with the address for e-transfer.
  
  As well, we have resend today the payment to the email address provided, ***********************. Accounting mentioned they needed to set a security question, which is Month, the answer is April  
  
  This information has also been shared with the client via email, we hope the funds will be received successfully this time. If there is anything else we can do, please let us know, as we are committed to providing the agreed compensation. 
  
  Thank you, 

  Customer response

  04/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: they have said they sent an etransfer several times.  Yet I never receive the etransfer.  I have auto deposit set up on my bank account, and I also get an email notification if and when an etransfer goes into my account.

  I want them to stop trying to send me an etransfer clearly that isnt working. They even went as far as ******* ** for the etransfer not going through, something about my email was full and or the notification went to spam.   Yeah no, all of this is a delay and games.  *** ******* ** * **** *** *****

  It's very simple return the $125 via my credit card, or I can drive to Richmond and pick up cash from their office.

  Enough is enough, I get etransfers sent to me from other people and they always go through, seems only to be this company that is having issues. 

  So just simply return the $125. to my credit card I'll even drive to Richmond from Abbotsford so it can be done.

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

  Business response

  16/04/2024

  On the date of our last reply we sent the payment one more time. We copied and pasted the email address provided by the client, and we have not received any notification from the bank stating the transaction was not completed or that it was rejected (like the previous times), so the funds must've been deposited by now. 
  
  ** *** *** * **** *** * ****, it rather seems like the client is ******* on us the technical issues on their end, *** **** ****** ** ****** *** ********** **** ***** ********* *** ********** **********.  
  
  As we said, and as the evidence shows, we sent the e-transfer multiple times. As a business, we send and receive way more transactions than a personal banking account, and our bank app has been operating with no interruption. If there is a technical issue, it is clearly not in our end, and it is the clients 'responsibility to solve it. 
  
  As stated before, we can't send the payment by credit card and we don't make these types of transactions in cash. Nevertheless, we can also send the payment by cheque. Please request the client to provide us the address and other information so we can have this processed. Hopefully, by using this method the client will finally be able to receive the funds. 
  
  

  Customer response

  17/04/2024

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

  I don't know what the problem is with the etransfer I get etransfers daily from work no problem.

  Please mail me a cheque for $125

  As we did have that conversation back in Dec and January it was never sent.

  Please mail to

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

  C/o

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

  If mailed right away, should take no more then 10 days, please text me at ************ and let me know when you have mailed it.

  I really hope this will be the end of this and I will finally get my refund that I have been waiting for, for 4 months.

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

  Business response

  19/04/2024

  Thank you for providing the information. Before drafting the cheque, accounting tried one more time to send the e-transfer to the client; we are glad to inform that the funds were successfully deposited into the client's account, as you can confirm in the attached evidence. We kindly appreciate your intervention in this matter.

  Customer response

  19/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Only took 4 months, but I have finally received the $125 into my account by etransfer.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  26/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  On January 17th 2024 bc express movers went to my house to pick up my belongings from ****** ******* to ***** *******. They gave me a quote of $2500. On the day of January 17th, they requested more $700 because the boxes were not ALLOWED to cross the border, I paid that fee via e transfer. After that a few days later, they sent to me a "final bill" 3x more than the quote, around *****CAD. Telling me that I gave much more weight LBS that we agreed on. I said that was not true, I gave many options such as ***************** in their "storage", OR EVEN meet them there to see my things are still there, THEY DONT ANSWER THE ***** and via email they just say if I wanna have my stuff I need to pay 9k OR 2k and pickup in ******* where their storage is. I need help!

  Business response

  06/03/2024

  We appreciate your intervention in this matter, as we have tried everything to provide a solution for our client, but have been unable to find a settlement. 
  
  The company provided an estimate based on 1000 lbs. From the first contact, the client was provided a weight calculator, so she could let us know the shipment's weight. This calculator was not filled. Instead, the client told us her shipment was very small; under 1000 lbs. When we picked up, we realized the client had more than 3 times the amount of goods we were advised; the scale showed the shipment weighted 4480 lbs. (3480 lbs. additional). 
  
  As well, the shipment was not ready to be picked up; some items were not packed properly to endure the transportation and being brought to customs, thus we had to repack them (the packing guidelines were provided to the client prior to the pickup). 
  
  We also tried to contact the client over the phone to the two numbers we were provided, unfortunately we received no response or callback (we even tried our different office numbers to reach her). In addition, our phone numbers have been up and running as per usual. Moreover, we have been able to be reached at any time via email. We had correspondence with the client on Feb 23, Feb 22, Feb 16, Jan 22, and Jan 19.
  
  We are open to negotiation, as there is balance outstanding and we cannot send the shipment to the US without receiving full payment. Since we cannot send the goods, we have offered her an option to pickup the shipment (which, answering to her question, is still in ON, ******), so she doesn't have to pay the full balance, only the cost derived from the pickup labour and travel times. 
  
  Client has not responded whether she wants to cover the full balance so we can ship the goods to the border, or to pick-up the items at our warehouse. 
  
  This lack of communication has raised our concerns and resulted in additional operational costs for us. We are ready to provide the client a solution, but we still need to know how the client wants to proceed and have the remaining balance cleared.
  
  

  Customer response

  08/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: I'm the one trying to negotiate here. I gave them multiple options, I asked for the adress to pick up, without an answer. I provide my new phone number, also without any call. I have been sending multiple emails Between Feb 22/23 and so on. Without a response. 
  
  The problem is that the facts are not accurate, I didnt submit this weight they are saying. 
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On December 28, at 9:00 our moving truck arrived and loaded all of our belongings. We were told to put down a $1000 deposit by e transfer and that the final invoice would be not much higher. Today, at 11:40, we got the invoice asking for an additional $1463.46. Im afraid to continue doing business with this company, and the lack of help available to people in my position is alarming. Are we going to be charged more when we get to ********? I would like to get our stuff back, and hire a different, more reputable mover. I want to cut my losses and be done with these guys.

  Business response

  18/01/2024

  Hello, 

  Thank you for contacting us. This matter has been solved directly with the client, there was a small misunderstanding with the billing process. However, shortly after we conversated with ***** and were able to provide a solution. He decided to continue using our service and the move was completed successfully (the shipment has already been delivered).

  So, we found a solution that worked for both parties. In fact, the same day this complaint was placed we received a call from him, where he explained the situation and told us over the phone he was withdrawing the complain. Could you please confirm this with him, and delete it from our file?

  Thank you for your help.

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

  Customer response

  19/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **********************************

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I had moving company booked for Sunday Nov. 5 and the truck never showed up. We had paid $200 deposit and a contract sent to us on Oct 19 when we reserved. The customer service Rep James called me on friday to confirm Sunday pick up. When i tried to contact them sunday no answer to phone txt or email. Monday morning the movers came and loaded my belongings. They were extremely rude to me, made a huge mess of mud in my house and damaged the door frame to my room. The tried to get me to sign a new contract after all of my stuff was loaded into their truck and i expressed i felt uncomfortable because it was not the price we had agreed upon. At this point i was on the phone with the customer service and he said sign the contract that you pay $1200. The driver of the truck intimidated me to sign as he said he was in urgent need to leave. They left while i was still on the phone with customer service. Now we tried to contact the company the next day and they said if we dont pay another $1000 they will not deliver our belongings. The BC Express movers company has blocked my phone #. I need help.

  Customer response

  09/11/2023

  this is the invoice they sent us

  we paid $1400 total

  they did not complete the move

  Business response

  30/11/2023

  Hello, 

  We have no customer under this name (******* ******), please verify. 

  Thank you. 

  Customer response

  02/12/2023

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

  I have attached copies of the contract they wrote that has my name on it as the customer. Also attached screen shot of txt message from their staff. Attached is a screenshot of the confirmation email of our booking reservation. This proves I am their customer. 
  
  Sincerely,
  
  ******* ******

*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. ↩