Burly Boyz Moving & Storage

Initial Business Response / [redacted] (1000, 8, 2015/09/16) */ Hi [redacted] , The employee you were dealing with no longer works hereI will be taking over correspondence going forwardI looked into our records, and contrary to your claim, the move did go ahead and we delivered your items to Victoria hours behind scheduleThe pick up day was unfortunately day late but we made up for the time on the deliveryAlso, the employee charged you less that what your actual weight was to compensate you Thank you, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thanks for the responseI posted the complaint on August when the movers did not arrive on August as scheduledThe move was scheduled for 9:am on August 29, and movers finally arrived 8:am on August 31, days lateAfter not receiving any kind of communication on the 29th as to where the movers were, and having my phone calls/texts ignored, I was forced to miss my last shift at work on August in desperation to find new movers last minuteI had to be out of my apartment in Calgary on September by amThis resulted in me missing hours of work and over $In addition, after I had hired the company and received a quote, I was informed that "a friends" company would be moving my things to Victoria and were requesting an extra cents per pound to come through Calgary on their way to Victoria from EdmontonThis was another over $charge that was thrown at me last minute and this other company didn't even end up moving my belongings, yet I was still chargedMy shipment was pounds over the estimated weight so the $odd dollars that I saved is hardly what I would consider compensation, given the above facts

Oct 25,2016-Shawn E-mailed *** and *** to inquire about items that were damaged on there claim form.Oct 27-Nov 2- Emails regarding damages and complaints. Nov 29,2016-Shawn spoke to *** *** and requested photos of damaged itemsDec 8, 2016-Shawn received photos of damagesShawn
E-mailed *** back with options and alternatives to proceed.Dec 12,2016- Shawn called and left a voice mail for ***Dec 15,2016- Shawn called and left a voice mail for ***Jan 30, 2016- Shawn received an E-mail from ***, inquiring as to when a good time was for *** to call ShawnShawn responded that day with an E-mail to contact her anytime that was convenient for ***. April 12, 2017- *** E-mailed Shawn wanting to know what was happening regarding her claimShawn responded by E-mail that day with the above contact attempts and asked that *** call our office to conclude the matter. April14-2-*** has called the office and Matt has spoken to *** and has now taken over the claimI explained to *** that I could only reimburse her for damages that were listed on the claim form, and that particle board items are not covered in our insurance agreementI then stated that I could have someone come assemble items that were not previously done*** did not agree with this and wanted reimbursement for her moveDan and Matt offered *** a 12% discount ($617), repair all damages (even items that are clearly stated not covered under the insurance), and have someone come to assemble all remaining itemsAgain *** turned this offer down as she wanted over a 50% discount insteadMatt and Dan informed *** that this was not possible and that we we could go ahead and repair and assemble her items when she was available.*** stated that she needed some time to locate the hardware that was packed to assemble her furniture and she would let Matt know when she had gotten everything ready. Matt contacted a third party repair man in Ontario to arrange a time to repair and assemble ***'s itemsRob's in home furniture repair.Many attempts were made by Rob to go and repair ***'s furniture but *** would either cancel or leave once Rob got their so he could not ask questionsThe first time Rob went there all the furniture was still packed away in *** garage after she stated everything was ready for Rob to comeWe paid Rob to go to *** home three times as she was not ready two of those times, even though she made the appointmentWe have E-mails from Rob stated that *** was not polite, was not ready, and was no help in trying to resolve this matterRob finally was able to repair all items but was unable to assemble *** fitness equipment as it was still packed away and had the manuals and hardware packed awayAfter speaking to *** and not having her give us any answers as to why she was not ready when she made the appointments we closed our file as we tried everything in our power to go above and beyond with lack of help from *** to resolve this matter.

I have attached E-mails from *** and Rob (Our repair man in Ontario). -The first E-mail clearly states from *** that we offered a 12% discount and to repair her items that she did not accept.-*** was to have her fitness equipment and furniture ready and accessible for reassembly and repairsShe states in the first e-mail that she will do this and get in touch with us once she is ready.-The following e-mails are from Rob W***It states his experience he had with ***He made multiple attempts to make appointments and to have the work completedHe then went there for repairs but the furniture was still not accessible.-Rob was able to repair the items *** had accessible and the items when she was home. Again we have tried on numerous occasions to resolve this matter and even offered a discount that we found to be reasonable with no resolveWe have records of all communication showing such

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

Customer Satisfaction is very important to usWe are disappointed in our movers that they weren't able to deliver a positive moving experience to our customer The customer's request doesn't seem unreasonableWe will refund the customer the amount she is requesting, $

This response is coming from the Manager, Dan M*** I was not involved in the move, and I was not involved in the claim resolution We do not include insurance in our moves This is an added cost since we have a third party insurance companyThis is made clear to all of our
customersIn an email sent to *** on Jan 10/17, she was made aware of this and other company policies(see attachment)I have talked to both movers who conducted the move and I have spoke with our claims department who the customer, ***, refers to as the "receptionist".Eric, the driver, asked *** if she would like the insuranceThe customer declined insurance on the moveSee attachment. Based on my investigation regarding the matterThe movers did cause damage to the walls and that was indicated on our damage reportThere was not damage to the piano, which was inspected by both partiesBased on the testimony from Eric, he did not inform the customer that we would be repairing the wall But he admitted that he could see how this could have been perceived since he recorded the damages on the claim form Shawn, in our claims department, forwarded me all email communication between her and the customer and n her email communication, she stated to the customer "I haven’t received the paperwork from your move yet, however, I’m terribly sorry it went sideways"Shawn, would not have known if the customer accepted or declined coverage until she has received the contract back from the driver. In conclusion: Rather than including insurance to all moves, we have a reduced hourly rate and make it an option for our customers in efforts to keep moving costs down for some customersAccording to our policy, damages caused to property is not covered if the insurance is declined

Complaint: [redacted]
I am rejecting this response because:
They still have not reassembled my fitness equipment. Also Rob broke some of the glass shelf and now it is irreparable. Rob was quite rude in his emails about me. I was not helping due to not knowing how to fix the items at all myself. It doesn't mean I didn't want to help. The emails I sent you with communication between Rob and I was very friendly and he never expressed being upset to me. Obviously just behind my back. Where do we go from here. Are they offering something? As I've mentioned the fitness equipment is unusable and they left it in packing blankets. It was their responsibility to reassemble at destination and remove the packing blankets. All the pieces may not have even been delivered as were some other items. If all the pieces aren't here then the equipment needs to be replaced. I have multiple items broken, boxes were smashed and falling apart. Their company treats others belongings like dirt. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/09/16) */
Hi[redacted],
The employee you were dealing with no longer works here. I will be taking over correspondence going forward. I looked into our records, and contrary to your claim, the move did go ahead and we delivered your items to Victoria 2...

hours behind schedule. The pick up day was unfortunately 1 day late but we made up for the time on the delivery. Also, the employee charged you less that what your actual weight was to compensate you.
Thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 10, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thanks for the response. I posted the complaint on August 30 when the movers did not arrive on August 29 as scheduled. The move was scheduled for 9:00 am on August 29, 2015 and movers finally arrived 8:00 am on August 31, 2 days late. After not receiving any kind of communication on the 29th as to where the movers were, and having my phone calls/texts ignored, I was forced to miss my last shift at work on August 30 in desperation to find new movers last minute. I had to be out of my apartment in Calgary on September 1 by 11 am. This resulted in me missing 12 hours of work and over $500. In addition, after I had hired the company and received a quote, I was informed that "a friends" company would be moving my things to Victoria and were requesting an extra 10 cents per pound to come through Calgary on their way to Victoria from Edmonton. This was another over $200 charge that was thrown at me last minute and this other company didn't even end up moving my belongings, yet I was still charged. My shipment was 60 pounds over the estimated weight so the $50 odd dollars that I saved is hardly what I would consider compensation, given the above facts.

Complaint: [redacted]
I am rejecting this response because:I was told by the movers that the insurance was for damage of item moved during transport.....the insurance document was provided after the damage was done and paperwork was done and I was told they had someone in the office that came to fix damage....I was told more than once ...clearly by the mover that they would arrange repair....then they had me sign waiver that only covered the piano moving from one location to the other location....[redacted]..
Sincerely,
[redacted]