Complaints

• Initial Complaint

  12/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Jeff, the driver, didn’t show up until after dark on day 4 of the 3-day window he'd given us, and moved our things by flashlight into a ****** because "his truck was in the shop," and he'd have to transfer everything to it when it was fixed. We'd been promised a single vehicle from start to finish, so that our things would be safer. Before the move even began, that promise was broken. I’ve never had a moving crew show up in the dark, and we think it was on purpose so that we couldn’t see what they were doing. The crew told us gross and inappropriately ****** jokes, along with remarks about how our “lifestyle” would be tolerated much better at our destination. I tried to read it as them being supportive of us being a gay couple, since my partner is transgender and my non-binary self had dressed as masculine as possible to feel safe in front of the movers. But as soon as the last of our things were in the truck, Jeff and I were alone in the house. Handing me the papers to sign, he told me a story about a friend of his. “Good guy,” he said, “just made a mistake.” His mistake was ********** *** **** ** *****. My immediate response to him was, “**** **** ***** ******** ******,” as I backed up. I had told him ear***r that I was a teacher, and he brought it up again, saying “Well, haven’t you ever taught one of those kids with ADHD? Haven’t you just wanted to… you know…” and ** **** * ********* ****** **** *** *****. I did not feel safe. I wound up having to share that story with Joy and Nicole in billing after they told us ten days later that they expected $15,642.88 etransferred to a gmail address (I had to ****** the company just to make sure Joy and Nicole were real). Our estimate had been $9,832.50. I will have to include the rest of my complaint in an ******** file due to character limits; essentially, Jeff broke and damaged all of our things by throwing them from the truck in the dark. I have 300 MB worth of pictures that won't fit as well.

  Business response

  12/12/2023

  Good evening,

  Delivery was made within the delivery spread provided at the time of booking (7-21 business days). As for it being dark during offload, unfortunately it has been getting dark around 4-4:30pm lately.

  A heavy discount has been app***d to the total amount paid already and no further price adjustments will be made.

  I apologize you took offence to some things our driver said but I can assure you he did not mean anything negative towards you.

  As for having to transfer items into a different truck, this was only a shuttle necessary as there was no access for a 53ft trailer at the destination. This was something you were made aware of in your confirmation email.

  Thank you and take good care.

  Customer response

  12/12/2023

  Complaint: ********
  
  I am rejecting this response because not only did you barely even offer a discount, but you never acknowledged that by demanding over 15K at time of delivery, you broke your own contract. When I made that clear to you, all you did was apologize "if we were offended," but you never undid the fact that you tried to ***** us. Besides which, once you told Jeff that we complained about his *********** ************ and ******* behaviour, you sent him back to us angry so that he could damage all of our things. He never rented a ******, but drove a few minutes and "found" a mysterious black cargo trailer that he clearly had waiting so that he could upcharge us regardless of the fact that he never needed it. It was a clear ploy to run out the clock so that he could deliver in the dark like he picked up, so that we couldn't see what he was doing. I've included pictures of the lamps he broke, the books he rifled through and destroyed, and the hockey stick signed by multiple players that was unwrapped and the signatures had been attempted to be rubbed off. *** ***** ** ** *** ** ********.
  
  Sincerely,
  
  **** *****
  
  

  Business response

  15/12/2023

  You received a $7000 discount. No contract was broken and your move was based on the actual weight of your belongings. You were never ********** and Jeff was never angry about anything. A shuttle was required due to no access for a 53 foot trailer at the destination. This was all mentioned to you ahead of time despite you neglecting to accept it. You have both been ********* our team since day one with false accusations and blatant ****. We have closed all cases with you and will not be accepting you as customers in the future. We will also be warning all other moving companies about your behavior in order to help another company avoid this. Every single word you have said has been a *** and we request that you do not contact us ever again. Your items arrived in good condition as per your signature indicating the same. Take good care of yourselves. 

  Customer response

  18/12/2023

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

  A) You claim that we received a discount, when what really happened was that we showed you it was a breach of contract to ask for 15K at the time of delivery. You never apologized for your attempt to **** us, just basically said "oh, we won't charge you that much then."

  B) Our contract with **** *** **** was broken when they subcontracted to you, firstly, and they promised one vehicle from start to finish--that promise was broken as soon as Jeff showed up with a ****** to transfer our things into his truck later. **** *** **** Moving is currently being investigated by ******.ca for subcontracting with you to begin with, as this was against the terms of their membership in ******.ca. Sure, maybe you weren't technically the business that broke the contract, but it was broken by dint of your involvement to begin with.

  C) You keep insisting that we were never ********** and that Jeff was never angry. Ask him about *** ****** **** ********* *** **** ** *********** ** ****** ******* **** ******* **** *** ********** *** **** ** *****. Is your position that I made this entire story up? For what purpose? And asking me if I've ever been angry enough to ******** * *****? I assure you, he said every word of that but made sure that we had no witnesses and were alone in the house. That is why both my partner and I refused to be alone with any of the movers upon delivery, no matter how awkward it made things. We weren't going to be put in that position again. And if he wasn't angry, it is MUCH, MUCH worse that he threw all of our items onto the ground and smashed open Rubbermaid totes.  You see how that's worse, if that's just the way he works, right? 

  D) The shuttle was never necessary, and you and Jeff both know it. None of what we're doing legally constitutes **********. None of it is false and none of it is a ***. You can "close all cases" that you like, but we refuse to accept your insincere attempts at an apology, and it's immaterial whether you would like to move us ever again or not, as we won't be moving again. The regulatory bodies that you both belong to are aware of the damages you've done, and we have pictures, emails, and video proof.

  E) The biggest insult in your response so far has been the clear and blatant *** that "Your items arrived in good condition as per your signature indicating the same." I was very careful to note on every page I signed the damages that I noticed to all of our household goods, no matter how quickly they wanted me to sign everything before it was all handed over to us. I have ******** copies, and this merely notes the damage that we were able to see at the time of delivery. My signature indicated exactly what I signed by, which was a list pages long of damages. 

• Initial Complaint

  09/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We hired **** *** **** for an interprovincial move from ON to AB and they contracted Collins-Mehling for the move (we were not informed that Collins-Mehling would be involved when the deal was made). Payment was requested in advance and we paid in full. Did not receive copy of receipt. Pick-up was on July 27 and belongings were finally delivered Sept. 6 (was told verbally it would be 2 weeks but contract stated 21 days guaranteed delivery). Delivery contract terms were not met. Numerous items were missing upon delivery including a self propelled push lawn mower, half of a corner sectional couch, all the interior shelving from entertainment unit, a portable camping stove, and a cardboard box with misc items. We contacted **** *** **** and they told us to submit claim with Collins-Mehling (direct to Joy) via email including description and pictures of items. Email was sent to Joy on Sept. 12. Did not receive any response, over 2 week period tried to get a hold of Joy. Finally got hold of her, she said she was on holidays and now she would submit it to claim dept. Called her repeatedly for a week because no one contacted me, finally got hold of her and she was surprised that no one reached out and she said she would talk to them. Oct. 3 got call from some independent delivery guy in Edmonton and he said he had my stuff - I asked for description of what he had and none of it was mine (who else is missing their stuff?) Radio silence since then. No one has called me. Joy does not answer my calls (have left multiple messages). Would like to be refunded for the weight of the items not delivered; want compensation for items we have to replace. Would also like copy of original receipt.

  Business response

  17/11/2023

  Good morning,

  I am so terribly sorry to hear about your experience and I have every intention on making things right. I have just had Joy forward me all emails and I will send you over a claims form momentarily. Once received, I will promptly work through your claim. Thank you very much for your patience.

  Customer response

  29/11/2023

  Sorry that we did not respond.  We were waiting for Collins-Mehling to reply to us.  They asked us to submit a claim form with various supporting documents.  We submitted this on Nov. 22 and have not heard anything back, not even a confirmation of receipt.
  
  This is not resolved yet.
  
  If you would like, we can keep you updated on the progress of our case
  
  Thanks,
  
  ******* and *****

  Business response

  06/12/2023

  We have now received your completed claims form and will have your resolution by the end of this week. Thank you kindly.

  Customer response

  20/12/2023

  We received the email below from Collins-Mehling on December 13th and have been waiting to hear something additional about what the items they located actually are, the expected delivery, and how the rest was going to be resolved.  We have not heard anything yet.  

  Business response

  20/12/2023

  Delivery of the lawnmower and piece of sectional is being arranged for after Christmas. I have offered $100 for the missing shelving which is more than standard insurance coverage due to the inconvenience.

  Customer response

  28/12/2023

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

  We are waiting on confirmation that the items they located are actually ours.  We have asked for pictures.  There was no mention of the camp stove or the box of misc items. 

  We also requested a copy of our receipt.  
  

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

  Customer response

  02/01/2024

  ******** below is the last email we sent to Collins-Mehling to ask for confirmation pictures of the items of ours that they had located.  We are not ready to close the complaint and accept their offer because we cannot confirm that they actually found our stuff (and there was no mention of our camp stove or the missing box of misc items).  I think the deadline for us to respond on your website is tomorrow - do we respond that we reject their most recent response?  We have not heard anything from them since their last email on Dec. 20 (we realize it was Christmas break).
  
  We have also not received a receipt as we requested for tax purposes (we have not received any sort of receipt at all).
  
  Please advise on our next steps?  Or can you update the response through your website as necessary?
  
  Happy New Year to you!
  
  Thanks,
  ******* and *****
  
  
  ---------- Forwarded message ---------
  From: ***** ********** <***********@*****.com>
  Date: Thu, Dec 21, 2023 at 9:58 PM
  Subject: Re: Claim Documents
  To: ******************@*****.com <******************@*****.com>
  
  
  Hello ******,
  
  Thank you for the follow up.  Can you please send pictures of the couch sectional and lawn mower so that we can confirm that it is actually ours?  The previous two delivery attempts of the sectional were not actually our couch (during the initial delivery they tried to give us the wrong couch, and secondly, there was the follow up delivery from Edmonton that was also not our couch).  We also want to confirm that the legs for the couch are still attached to that piece?  There should be eight legs that your pickup driver put in a plastic bag and took with the couch.  As for the lawn mower, we also want to confirm it is the right one because during the initial delivery they also tried to give us a different lawn mower.
  
  Have you located my camp stove?  
  
  We had also asked for a copy of our invoice which we need for tax purposes (it was never given to us before).  This needs to include the original deposit we gave to Jesse and then the final payment we gave to you, please.
  
  I look forward to your response.
  
  Thanks,
  ***** and *******
  
  On Wed, Dec 20, 2023 at 10:34 AM ******************@*****.com <******************@*****.com> wrote:
  Good morning,
  
  We are setting up to have the piece of your sectional, and lawnmower redelivered after Christmas. 
  
  As for the entertainment piece shelves that are missing. I may offer a reimbursement of $100 for this. Please let me know if you wish to proceed and I will send you over a release form to sign and return to me.
  
  Thank you in advance.
  
  Kind Regards,
  ****** **********
  
  On Wed, Dec 13, 2023 at 12:37 p.m., ***** **********
  <***********@*****.com> wrote:
  Hi ******,
  Thank you for the update.
  *****
  
  On Wed, Dec 13, 2023 at 10:29 AM ******************@*****.com <******************@*****.com> wrote:
  Good afternoon,
  
  Thank you for your patience. I have been advised that some items have been located and we will set up a date /time for re-delivery. As for any remaining items, I will put together an offer of monetary reimbursement. 
  
  Kind Regards,
  ****** **********
  
  On Wed, Nov 22, 2023 at 8:03 p.m., ***** **********
  <***********@*****.com> wrote:
  Hi ******,
  
  Please find attached our claims forms and supporting documents as requested.  Thank you very much for your help with all of this. 
  
  Sincerely,
  ***** & *******

  Business response

  02/01/2024

  Hello, 

  As mentioned in my email, we are setting up delivery now as the holidays have passed. I go strictly by your claim form which included 3 items only and all 3 of those items have been addressed. Items are to be loaded soon so I will see if I can obtain photographs. However, your claim form also included photos of each item so it is quite easy to match that they are in fact yours. A copy of your receipt was given upon delivery but I will send over another one momentarily. 

  Customer response

  11/01/2024

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

  The claim form we submitted (which was the form you requested we fill out) specifically listed all 5 items that are missing, not 3 as you suggest.  All 5 items were also listed in the original email sent to Jesse, which you also have a copy of.  I have *********** the claim package for your review.  It clearly includes: couch, lawn mower, camp stove, shelving unit, box (see pages 4, 10-12).

  Can you confirm if the couch legs have also been located?  As mentioned in a previous email, all 8 legs for the couch were taped to the bottom of the section missing by one of your movers when they picked it up.

  For the record, we did not receive a copy of our receipt upon delivery of the other items - but we have since received the copy you forwarded.  Thank you.

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

  Business response

  26/01/2024

  Release form has been sent with offer of reimbursement which has already been verbally accepted. Items are to arrive in about 4 days at which time this case may be marked as closed. 

  Customer response

  07/02/2024

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

  We have not yet received our items, as of today's date February 7, 2024.
  
  Sincerely,
  
  ******* **********

  Business response

  15/02/2024

  Items will be sent on our next trailer out. Please wait until receiving items before updating BBB complaint consistently. With many thanks.

   

• Initial Complaint

  23/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Joy C. has ignored my email, phone message, complaint filed with ******** ****** ***********, of which the company is a member. I simply want the company to pay to have my very expensive massage chair cleaned of the bicycle grease that occurred when the movers did not cover the chair as promised and leaned the bicycle against it. As they have been so unresponsive I am also asking for the mattress cover and fitted sheets covering the mattress and box springs to be replaced as the movers also promised to cover these items, they did not and dragged the items along the ground destroying the mattress cover and fitted sheet.

  Business response

  25/10/2023

  Good morning,

  We have offered to have a professional cleaner come clean this clients chair. We have yet to receive a date and time that works for the client for us to set this up. She is advised to call us at her earliest convenience to resolve this matter and we apologize for the chair getting dirty to begin with.

  Customer response

  25/10/2023

  
  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

  14/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We hired **** ** **** ****** for an inter-provincial move. The truck that showed up to pick up our belongings was from Collins-Mehling Transfer. Joy S from Collins-Mehling contacted me the day after our belongings were picked up and sent me the bill, and said the payment had to be made before the truck arrived at the new location. I promptly made the payment as requested. There was some damage to our belongings. Since I had purchased additional insurance from the moving company to cover damages up to $35,000, I submitted a claim. It has been more than 2 months, and there has been no response from Colling-Mehling on the claim. I have contacted Joy S. by phone and email at least 5-6 times, and there has been no response. Also, I have requested a receipt for the payment, and they are not giving me the receipt. Why would a company not want to give the customers the receipt for the payment? This raises some red flags. Anyway, I am complaining here, hoping they respond and resolve the above two issues (insurance claim and receipt for payment).

  Business response

  14/09/2023

  Hi *****,

  Thank you for your message. The reason your claim took some time to be submitted was because we needed photographs attached to the claim which we only received 4 days ago.

  I can assure you that I personally will be handling your claim this week. I have also had our billing lady send you over your paid invoice. The driver gave you a bill of lading on the day of and I can certainly track it down and send over another copy to you. Our drivers are all over the country which makes this part a little bit tedious. The bill of lading was handed to the one present during your move. Please confirm. Thank you very much. 

   

*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. ↩