Complaints

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During my recent move from Burnaby to Parksville (August 11/12, 2022), many of my items were damaged and/or broken and numerous items never arrived at my new home. Additionally, the movers were disrespectful and negligent. Despite 4 movers present at the loading stage, my belongings were left unattended in the hallways and on the truck (which I was assured would always have an employee present on). The truck was not packed in a professional manner; heavy items were placed on top of breakable ones, furniture items were not wrapped, items were piled haphazardly, without any thought or consideration, resulting in more damage and breakage than I am able to inventory due to a lack of 'before' pictures. Additionally, the loading was not completed, and most of the contents of my storage locker were not moved. I had been given a flat rate quote for my move including two pick-up locations ($6048 - paid in full) and was told I would have "* ********* ************** **** *** ****** *** ** *** **** ** *** ******** but no site visit was offered and at no point in time was I told the size of the truck or that there was a limit to the shipment (all correspondence is attached; none of which mentions a size or limit), until I called the day of the move to inquire about the remaining items, when I was told that the original quote had been for a 5 ton truck and I was sent a 7 ton truck (the original quote provides NO truck size). After cataloguing and taking pictures of some of the damages and attempting to file a claim with the company, I received a phone call from an employee of the company who refused to provide his last name (Victor). He attempted to intimidate me out of making a claim, insulted me and then offered me $200 to go away. When I followed up, the company refused to pay my claim until I paid them a $150 “deductible”. When I asked them to provide an invoice and deduct it from the claim they stopped responding to my emails.

  

  Business response

  08/08/2023

  Sorry, we can't investigate complain due to time limits. 

   

  Customer response

  10/08/2023

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

  There was no response.

  It took two weeks for the business to reply with "Sorry, we can't investigate complain due to time limits."
  
  Sincerely,
  
  **** *******

  

  Business response

  10/08/2023

  We went through claim process last year and offer client resolution of 200$ payment for the damaged item. All claims are subject to 150$ deductible. It's the out-of-pocket amount you're required to pay toward a covered claim. You are responsible for paying the deductible before our company will cover the rest.  Based on the last year information we never received it and claim was closed. We unable to process this claim any further. 
  

  Customer response

  10/08/2023

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

  The damage incurred was far beyond $200 , which was offered during the intimidation phone call in return for me not filing a complaint. I repeatedly asked for a written justification of the $200 amount and the company stopped responding. The additional services required to complete my move, as MyCityMovers did not complete their quoted services, should also have been covered, but they offered me a quote for another several thousand dollars instead. This company's treatment has been disgraceful and I can't understand how they maintain a listing through BBB.
  
  Sincerely,
  
  **** *******

  Customer response

  12/08/2023

  I do not understand why I cannot request compensation for damages incurred or services not provided, nor do I understand the nature of this request for response.

  I have spent a lot of time and effort putting together what I needed for this complaint. What is the BBB able to do in this circumstance?

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called numerous moving companies and hired My City Movers on the basis of their estimate and their BBB accreditation. On the phone, I told them of my contents (1 bdrm, LR and dining room as well as approx 50 boxes). I told them I lived in a condo, further away from the elevator and that my furniture was heavy. I was quoted, by email,3 - 5 hours with 2 movers costing $140/hr. On the day of the move, July 15th, the moving truck came and the main mover told me that they had 3 guys but not too worry, I am going to be charged for 2. Prior to moving the stuff, and after reviewing the contents, I signed a blank contract stipulating the starting time, 2 movers and $140 / hr. When they were almost finished (4 or 5 hours later), I was told that because there was so much stuff, maybe I would be charged for 3 guys with an increased price. The mover had to discuss it with his boss. They left and I left in a different direction as I had to go to a lawyer's office to sign legal paperwork. My elderly mother was at the other residence. While driving back, I received a call from the main mover saying he was going to text me the final bill so that I could pay by phone. The final bill was 8 hrs at $170/hr. I asked to speak to someone in charge. I first spoke to a female, who was rude and kept on saying that I shouldn't have relied on the initial quote as it was only an estimate. When I pointed out that it wasn't disclosed to me until the end that the price would vary, she had the manager Victor call me. He was, beyond words, the rudest and belligerent individual I have dealt with. When I told him my profession (lawyer), he indicated that I must be a horrible lawyer if I'm squabbling over a few dollars. I pointed out to him that this wasn't what I agreed to and no one had told me there would be a price increase at the start. He kept on interrupting me and told me that I should be grateful. He then threatened not to give me my stuff until I paid the full amount and hung up the phone.

  

  Business response

  22/08/2022

  We really appreciate the feedback from our client and yes, we had some difficulties upon receiving the payment from ****** as she refused to pay for the actual number of hours and actual number of movers that worked on her moving project. 

    Some details are not as the customer describes; however, we are happy to clarify the events:

  ****** received a general estimate from our system according to what she described online which is one bedroom apartment move and 1Ton truck,  in fact, when our crew arrived they needed help and a bigger truck for the job, a bigger 5Ton truck was sent to her instead of a 1Ton which she requested at no extra cost as a customer care strategy which we practice simply for the fact that her belongings would not fit in one load. In addition, we agreed to send her additional mover for only 30$ per hour extra and she did sign a contract with an hourly rate indicating 170$ vs 140$ initially, Not an empty blank page, on that invoice it showed her name, addresses, start time size of the truck.  A Lawer would never sign a blank page and we do not ask to sigh blank invoices!Upon successfully completing the job Sylvia refused to pay the bill saying that she is willing to pay only for 5 hours and for 2 movers only, indicating that she is a Lawer and that is what she agreed on in her initial email. We always act for the best results for our clients and in accordance with law. On that day our client received a bigger truck for No charge and an extra person that she agreed on in writing, we understand that it is hard for client to properly evaluate the amount of belongings that they have but it is a fact that her 5Ton truck was almost full, meaning that she had 2-3 times the amount from her estimate of 1Ton. We understand that and we are always ready and happy to help, and billing is done according to what it takes in real life to safely relocate the client.indicating that she is a Lawer and that is what she agreed on in her initial email. We always act for the best results for our clients and in accordance with law. On that day our client received a bigger truck for No charge and an extra person that she agreed on in writing, we understand that it is hard for client to properly evaluate the amount of belongings that they have but it is a fact that her 5Ton truck was almost full, meaning that she had 2-3 times the amount from her estimate of 1Ton. We understand that and we are always ready and happy to help, and billing is done according to what it takes in real life to safely relocate the client.indicating that she is a Lawer and that is what she agreed on in her initial email. We always act for the best results for our clients and in accordance with law. On that day our client received a bigger truck for No charge and an extra person that she agreed on in writing, we understand that it is hard for client to properly evaluate the amount of belongings that they have but it is a fact that her 5Ton truck was almost full, meaning that she had 2-3 times the amount from her estimate of 1Ton. We understand that and we are always ready and happy to help, and billing is done according to what it takes in real life to safely relocate the client.On that day our client received a bigger truck for No charge and an extra person that she agreed on in writing, we understand that it is hard for client to properly evaluate the amount of belongings that they have but it is a fact that her 5Ton truck was almost full, meaning that she had 2-3 times the amount from her estimate of 1Ton. We understand that and we are always ready and happy to help, and billing is done according to what it takes in real life to safely relocate the client.On that day our client received a bigger truck for No charge and an extra person that she agreed on in writing, we understand that it is hard for client to properly evaluate the amount of belongings that they have but it is a fact that her 5Ton truck was almost full, meaning that she had 2-3 times the amount from her estimate of 1Ton. We understand that and we are always ready and happy to help, and billing is done according to what it takes in real life to safely relocate the client.and billing is done according to what it takes in real life to safely relocate the client.and billing is done according to what it takes in real life to safely relocate the client.

  Thank you kindly, i hope that this email is helpful, our customer service line is always open for you.

  Customer response

  23/08/2022

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

   

  I did not request a 1 ton nor a 5 ton truck. I fully and accurately advised the person on the phone as to my contents and they made the assessment as to what was needed. I don't have the knowledge to make those assessments. If they feel that they cannot make proper assessments by telephone, they should have offered to come to my condo to have a look at my belongings. When the movers arrived, they already had the bigger truck and 3 people. This was before they even stepped into my condo and saw my contents. Again, this was not requested by me. When I signed the initial quote, it wasn't blank but had the arrival time written, had 1 ton truck checked off, had 2 movers written down and a quote of $140 / hr. This was signed inside my condo AFTER the movers saw my apparently large load of belongings. The contract was changed to 3 movers and $170/ hr after they left in my absence. That was never on there when I signed it and I never agreed to it because it was NOT brought up until the movers were almost finished moving. I get that the movers worked hard that day and yes there were 3 people there but I was told from the beginning that I'd be charged for 2 (including what I signed). This is deceptive. I didn't refuse to pay - I tried to get them to see that the final bill was written up in my absence and it is not what I agreed to. What my issue is:

  * the way I was treated on the phone was rude and belligerent. There was no customer service. There was constant interruptions, belittling, and extortive statements. 

  * contract was changed after everything was moved and in my absence. The entire discussions about the contract was handled on the phone while I was driving back from Abbotsford to Steveston.
  
  Sincerely,
  
  ****** **********

  

  Business response

  23/08/2022

  Please check attached quote request and general estimate. 

  We offered free virtual estimate in our general estimate, and also clearly indicated that this is a rough, non-bonding estimate and you will be billed for actual hours of services used. 

  At 11am crew leader talked to you and explain that you have bigger load and this job will require 3 movers and if you ok with additional charges which you agreed to. 

  Customer response

  23/08/2022

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

  
  

  what is written is untrue. I was told of the changes when the movers were almost finished packing my belongings. But I already said all of this.
  
  Sincerely,
  
  ****** **********

  

  Business response

  27/09/2022

  Client was aware of additional charges for third mover and agreed to it. 

  Customer response

  01/10/2022

  
  Complaint: ********
  
  I am rejecting this response because that's not true. I wasn't told until the movers were pretty much done (they had 1 - 2 more items to take to the van) and I didn't agree. The main mover said he would talk to his boss as to what should be done. The contract stated 2 movers at $140 and was changed in my absence, without my notification and without my approval.
  
  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. ↩