Move Me Again Transportation Reviews (%countItem)
Move Me Again Transportation Rating
Address: 33512 - 1285 York Mills Rd, North York, Ontario, Canada, M3A 1Z4
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I changed dates on Tara 3 times but she was nothing but accommodating! Thank you for making this move go as easy as it did!!
We are happy to hear this! Thank you for believing in us!
I need urgent help. We moved from Niagara Falls 3/19 taking most of our things in 26' trailer. Hired MoveMeAgain Transportation to move only 2beds less a box spring dining table 2 buffets, armpit and a few other pieces. They quoted less than $1000 to move it to NB. We paid deposit and trusted they would deliver. Since we arrived, they called and said we owe $3233 and refuse to load the truck till we pay by 2pm the next day and if we use credit card it's extra 5%. We argued there's no way our furniture weighed 4950lbs. We only had 2 bedrooms a dining room and a few other pieces and we used a sited to get moving weights. In total it was less than 2000lbs and we even over estimated. We have access to a DOT weigh scale and they refuse to reweigh it at this end even though they would have to go right past it in St. John. They refused and are holding our furniture *** unless we pay cash or e-transfer. We don't have that kind of cash right now. And now the borders are closed we can't go to their warehouse to get our furniture. One minute they say our furniture is being loaded, then they say they won't load the truck till we pay cash. My little girl and my family are all sleeping on hard wood floors and we can't get our furniture and they will charge $35/day to store on top of that and charge extra $1000 for truck to be unloaded. Can someone please help us????
Their phone number is (416) 735-2787 to their accounting Dept. Now they won't answer our calls or emails to get our furniture back. ***. Because of the covid virus we can't get internet service to be able to upload documents or emails because they won't come into our home to set up.
Reweigh upon delivery to prove accurate weight and charges and deliver furniture undamaged. We fear if they do give us our furniture it will be smashed. It was all undamaged prior to they're original pick up.
Hello ***,
As per my conversation with you - we had notified you that we currently have customers in the East coast who were unable to receive delivery due to COVID-19. We were in an unforseen circumstance. However, we still remained professional and stayed connected.
In addition, we mentioned to ***, why we were unable to process the credit card as we are having issues with our terminals due to COVD-19 no one is able to physically come in and fix them for us. As a result we were unable to process the payment on you credit card. The only options we were offering were email transfer or direct deposit.
Furthermore when we spoke with your husband in regards to the weight, he requested we provide him with empty and full scale tickets. Which we were more than happy to provide. We do offer rescale which in the circumstances we were put in with COVID-19 were unable to offer. As we were having huge delays with deliveries. Our first priorty was to make sure all of our long distance customers are provided with their belongings. We had also notified you both if there are any damages we have a claims process and would be more than happy to provide you with the claims form once delivery is made!
If you do have any damages, I would encourage you to contact us for a claims form.
Original quote was $1050.
Gave 8 weeks storage free..was only 3 then started del.
Items came damaged and missing.
Gave me a form in email with no way to fill and send.
Wont answer emails.
Refund of items lost and damaged. Difference refunded from original quote. Also, drivers were to wear masks, but only did on two occasions. Fear of contracting covid-19
Move me Again transportation was hired to perform a long distance move from Brantford, ON - Moncton, NB.
We contacted *** motifying him that we have major delays due to COVID-19 and were looking to deliver the items as soon as possible as we did not know how long this pandemic would take place. Client understood and agreed upon delivery.
As always, we continue to provide enhanced cleaning services to our office, warehouses and trucks/equipment.
Furthermore, we are committed to continuously maintain alcohol-based hand sanitizers and soap dispensers as part of our daily duties in the facilities we service. It is a small, but important measure, to help stop the spread of disease - as is washing your hands thoroughly.
We understand that events like this can cause feelings of uncertainty and anxiety. Move Me Again Transportation is on guard to deliver precautionary measures to mitigate risk and enhance safety.
Following the delivery of the shipment the client did contact us to report some items scratched/missing. Move me Again Transportation did respond and provided the client an opportunity to submit a claim form with our office. We notified the customer that they have 10 days to fill the claim form.
A claim form was never submitted with Move me Again.
(The consumer indicated he/she DID NOT accept the response from the business.)
The move was from brantford on to an address to be determined at a later date and stored in Ontario for at least 2 months. Because of covid-19 they needed to move my items and put in storage in moncton nb AT MY COST FOR RENTAL. I had them bring items to store at a family's residence in the basement. Drivers would not wear masks as asked. Items piled loosely everywhere, dressers and couch on sides and upside down. Items broken/Missing. Claim form could not be filled out on a cell phone and therefore unable to send. No computer or printer to download form. Plus with a $500 deductible, by the time amounts calculated, I would lose $500 of my items. Due to the situation, I feel I should have atleast been compensated for the item most damaged as a professional courtesy.
Following the delivery of the shipment the client did contact us to report some items scratched/missing. Move me Again Transportation did respond and provided the client an opportunity to submit a claim form with our office. We notified the customer that they have 10 days to fill the claim form.
A claim form was never submitted with Move me Again.
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no proposed resolution. They just sent the same sad reply. I ask again, I would like reimbursement
Move me Again transportation had notified you on many occasions that you are able to directly file a claims through our company and that you have 10 days after delivery to do so.
Following the delivery of the shipment the client did contact us to report some items scratched/missing. Move me Again Transportation did respond and provided the client an opportunity to submit a claim form with our office. We notified the customer that they have 10 days to fill the claim form.
Unfourtunately you did not proceed with filing a claims with the company directly.
(The consumer indicated he/she ACCEPTED the response from the business.)
Here's what happened:
I purchased an elliptical machine on *** for $350. The seller was 26 kilometers from my house in a busy area in Montreal. We could have rented a truck to move the machine ourselves but we are seniors and my husband had come down with the flu. I was uncomfortable driving a truck so we thought we would see how much a moving company would charge us. This is when I contacted Move Me Again.
I received an email from *** offering the service for $500 + taxes. I replied that it was more than we were willing to pay and that we would rent a truck instead.
*** sent me a follow up email saying that if this was the 'bare minimum' they could provide the service for $250. I thought it was still a lot to pay for delivery of a $350 machine but I agreed because of the trouble it would save.
*** asked for a picture of the machine and I sent it. She then sent me an email with the 'new' offer (which was remarkably similar to the old one (received dec 31st 2019):
Based on 1,000 lbs. (our minimum)
1st 500 lbs.: $375.00
+ Destination/Origin Surcharge: $100.00
Booking Deposit: ($200.00)
Customer Service Discount: ($25.00)
Estimated Subtotal based on 500 lb = $250.00 Prior to Tax
*after booking deposit reduced
*** 1st 500 lbs: if applicable
Please note the line that says $250 prior to tax. The *after booking deposit reduced is in fine print on a separate line in the email. The asterisk, which would normally refer me to that line is absent on the subtotal line.
It was a bit obscure but given our previous understanding I thought that the subtotal line was the amount we had agreed on.
I paid a $200 deposit by phone and agreed on a delivery date and time. However, after reviewing the email I had reservations about the submission and I sent another email to *** asking her if the amount we had agreed upon appeared on the submission. She said 'It says so in the email I sent you'. I assumed that I was correct in believing that the $250 amount was what I would be charged.
You guessed it : the movers came (on time and they were very nice - Jan 4th 2020) and asked for an extra $316. I was flabbergasted. I showed them the email chain, told them about the understanding with ***. Their hands were tied. I refused to pay and they left with my $350 elliptical machine.
I tried, to no avail to get in touch with ***. My calls went to her answering machine. My next email was from *** in accounting demanding that I remit the $316 I owed them.
No amount of explanation on my part made an ounce of difference. It was like speaking to a recorded message.
I finally thought that, given that the misunderstanding was partly my fault (I should have been more diligent) I might just bite the bullet and pay the $316 but (once bitten) I said that this would only happen if there were no other charges added to that amount for delivery of my machine. Good thing I asked. *** said that they would deliver to my house for an extra $200 or I could pick it up myself at their warehouse in Toronto.
All transactions were done by email and I would be happy to forward to you if you can provide an email address.
I want the elliptical machine delivered (undamaged) to my house with no extra charges except the extra $50 + taxes that I still owed.
As per the quote sent to the customer which she has included below, you can see the estimate is for $250 + tax with the booking deposit already deducted. This is clearly stated as part of the quote, not as fine print:
Based on 1,000 lbs. (our minimum)
1st 500 lbs.: $375.00
+ Destination/Origin Surcharge: $100.00
Booking Deposit: ($200.00)
Customer Service Discount: ($25.00)
Estimated Subtotal based on 500 lb = $250.00 Prior to Tax
*after booking deposit reduced
*** 1st 500 lbs: if applicable
We made an attempt to deliver the machine but we're forced to reroute the truck to our warehouse and store it here as the customer refused to pay the outstanding balance.
When discussing the option of re-deliver we let the customer know there would be an addtional fee as there are additional expenses for having to go back to the delivery address. This is standard and part of the terms and conditions of our contract.
We are more than happy to deliver the machine upon receiving the payment for the outstanding balance and redelivery fee.
(The consumer indicated he/she DID NOT accept the response from the business.)
The original quote from the company was for 500$ and I turned it down.
Then the company offered 250$ which I accepted.
They then asked me for a picture which I sent.
The only response I got after that was the 'newest quote' - no text mentioning that the agreement had changed because the item was too large or any other explanation. I assumed that the 'newest quote' indicated the change from 500$ to 250$.
As you saw from the text you received from me and from the company, there was a subtotal line stating 250$ amount. I assumed, given our previous conversation that I was to remit a 200$ deposit after which the item would be delivered to me for the TOTAL cost of 250$ + tax (I would have to pay the 50$ difference + taxes).
Still, I reread the quotation and had second thoughts about my interpretation.
I sent the company an email asking whether there was anything in writing indicating that my total cost would be 250$:
"I'm not seeing anywhere on this email the amount ($250) that we had agreed upon for the move of my elliptical machine... Is this documented anywhere besides the original email that you sent me?"
Their reply:
"The email sent from me to you at 12:11 pm states it."
I therefore assumed that my first interpretation was the correct one.
I feel that the company should have done due diligence and reviewed my email chain after this verification on my part.
My response to their original quote:
"We only have one item to deliver so the price seems a bit steep. We will rent a truck and move it ourselves"
I would have been happy to leave it at that but the company rebutted:
"Great hearing back from you ... if it is only the bare minimum, we can assist for $250.00."
What exactly constitutes the bare minimum? I had one elliptical machine! Anything smaller we could have put in our car or have delivered by taxi!
Should I have contacted the company a third time to make really really really sure that the 250$ price was what I would be charged?
I am willing to take some of the responsibility for not having reviewed the quotation more closely in the first place. But that verification email on my part should have been a wake up call for them that there was a misunderstanding. Surely after my initial refusal of there service they should have realized that something was awry.
As per the customer's response, she read the subtotal line and assumed the subtotal was $250 failing to read that this was once the booking deposit had b een subtracted. It is the customer's due dilligence to carefully read the quote and ask any questions at the time of booking. As such the customer was invoiced as per the quotation.
I contracted Move Me Again to move my household items from a storage area in Kingston Ontario to Levis Quebec. I had a cheaper quote from another company, but after talking on the phone to *** from Move Me Again, I trusted them more. I sent them my quotation and they agreed to price match.
The quote was for $785 and I paid $700. However on the afternoon before moving they sent an invoice in the amount of $3015. They had my items and I had to pay it right then or I would not receive my stuff the next day. It felt like *** I had to pay it, which I did. *** on the phone stated that my quotation was for moving to Huntingdon, but it is clearly marked Levis. Also, the office was closing in 15 minutes and if I didn't pay right then, I would not get my stuff the next day.
The price match they guaranteed had a base charge of $450 and an origin fee of $75. Move Me Again charged a $500 base charge and a $500 origin fee. They also stated that the weight was 4520 pounds which is very suspect for a 10x10 storage unit with a bedroom suite and boxes only (no appliances or sofa), but I cannot prove it.
I have been overcharged at least $475+tax and I would like to be refunded.
Our moving quotes are estimates and the final invoice is based on your actual weight for which we have scale tickets from a Certified Automated Truck Scale.
(The consumer indicated he/she DID NOT accept the response from the business.)
Move Me Again did not follow the quotation match at all. They over charged by $475 (+tax) in the first 1,000 pounds and did not match the Origin Fee in the quotation. Therefore, that is the amount I am arguing about. There is no way a small storage unit had 4,520 pounds of boxes in it, but I cannot prove it, but it should be noted in the Revdex.com when other complaints are registered.
We charged the Origin fee as per the new location. The weight was invoiced as per the CAT tickets.
(The consumer indicated he/she DID NOT accept the response from the business.)
Not a new location. The Origin Fee in the quotation you agreed to match was Kingston to Levis.
As per your request, I have emailed you a copy of the scale tickets for your move.
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank-you. I received your weigh scale ticket for the vehicle on the day of my delivery. I would like to point out that the delivery truck was full , but not full of my items. At least half of the truck (including heavy furniture & appliances) was loaded for another delivery and that delivery was loaded before mine (mine was last on and first off), so you cannot state that only my items were on the truck when weighed. Also, I wonder if the other delivery to Montreal was also charged for 4500 lbs?
The empty scale ticket is from before your items are loaded on the truck (this is with the other person's items on the truck) and after your stuff is loaded on the truck.
(The consumer indicated he/she DID NOT accept the response from the business.)
Not true. You previously stated that the truck was empty. Plus the empty truck scale ticket is dated from August.
. *** Housing asked that I get a quote from a moving company, as they informed me that they will pay for my move. I received three quotes from various companies, and submitted the lowest of the three to ***. I have attached the (first proposal) to show the cost of the move. I submitted the quote, and assured myself that this was by far the most reasonable. I called *** the following week and asked if they had received the quote. They confirmed they had, and would pay for my move, but only for a total of $500.00 max. When looking at the quote Move Me Again had sent, it looked as though the total would be $714.00 minus $200.00 booking fee for a total (in my mind) of $514.00. I was unable to pay the $200.00 fee, so my sister offered to. I contacted Move Me Again so payment could be made on her credit card (see Booking Email) Please note that at no time, were we verbally informed that the $200.00 deposit was non refundable. The only time this was brought to my attention, was in an email from ***, typed in one line and with no contract stating this policy. This line in her email was stating after the booking was made. I continuously confirmed with the company that my move can not exceed $500.00 (please see $500.00 cap emails). I then realized that I was unable to go through with the move. Although *** confirmed a $500.00 direct payment, I would still be over and therefore unable to pay. As you can see in one of many emails, that final costs are not known until the truck is weighed at a weigh station. The total amount would be due immediately via credit card or e transfer. I could not take this chance so I contacted Move Me Again and requested that the deposit be reversed. Please see (return requested). When I received the email from *** saying non refundable, I called her. I pleaded with her to reverse the $200. I even told her in so many words that I fled an abusive relationship with just my belongings and no money. I told her that this $200.00 is like "gold" to me. She responded with a little chuckle, and said not my issue and non refundable. Please note at this time, I didn't think my self worth could get any lower. This money would have been paid for by ***. I feel that this company needs to be investigated so as to not have this happen again. I feel I spared *** regarding this matter.
I borrowed that money from my sister in good faith and honesty only to get shut down. I think the emails speak for themselves and I ask for your assistance in retrieving this money if not for empathy, but for dignity.
Very Truly Yours
I am seeking my $200.00 deposit back
As a respond to *** case: We thoroughly understand that *** went through hard situations and we do wish the best of all for her.
Coming back to the case: Looking back in the email correspondence between *** and Move Me Again, it is printed and highlighted as "*booking deposits are non refundable in the event client cancels our services completely - changing days are accepted". This is a quote from a follow up email which was sent to *** - before the booking was done. Also, our sales person was aware of her situation and she also made sure that everything was clear and she states that this matter was communicated verbally with the customer. Unfortunately, once the move is booked and the deposit is paid, the deposit becomes non refundable when the clients cancels.
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Revdex.com,
Further to the claim made by my sister, *** that Move Me Again Transportation (aka The Company) failed to return her $200 deposit on June 12, when she cancelled the move scheduled for June 29, I provide the following statement:
(1) The Company failed to identify the deposit as non-refundable before the payment was done.
I paid the deposit of $200 to Move Me Again at ***'s request, since she was not in a financial position to do so. I paid the deposit on June 3 at 10:44 am, during a phone conversation with the company's representative, ***. The company claims they verbally notified me during that conversation that the payment was non-refundable. That did not happen. At no time during that conversation did their representative (***) communicate to me the payment was non-refundable. A statement to that effect appeared in the follow-up email to *** received at 11:19 am, AFTER the conversation and payment was done.
(2) The Company failed to identify the deposit as non-refundable before the booking was done.
It's not clear to me whether payment and booking are one and the same or two separate actions to The Company but either way, they identified the deposit non-refundable on or after both the booking and the payment, not before. Their statement "Should you cancel our services - your booking deposit is non-refundable" only showed up in the email titled Moving Services BOOKED with Move Me Again Transportation which I understand confirms the booking.
Note: If the follow-up email of June 3 is not a booking per the statement: "This email is nonbinding until a more formal and definitive written contract between the parties is signed then, and no written contract was ever signed, then no booking has ever taken place and *** is owed a refunded deposit for that reason. The bottom line is that either way, the company failed to notify *** the deposit was non-refundable BEFORE any payment or booking was done.
(3) The Company had sufficient cancellation notice to replace lost business for June 29.
Since the move was cancelled on June 12, this company had 12 business days to replace the lost business due to the cancelled move on June 29. Whether they replaced the business or not, is not ***'s concern but it is reasonable to expect they could have done so and did so, especially since this was a high volume moving period.
In principle, if they did book another move that day, using resources that would otherwise have been allocated to ***'s move, her deposit becomes nothing more than a "money grab."
(4) The Company "grabbed" the deposit and withheld it from a person they knew was in a difficult situation and what's worse, they celebrated it.
The Company was informed before and after the deposit that the move was required to leave a residence and an abusive relationship. It was later cancelled for personal safety as well as financial and legal concerns at the time.
As *** pursued her claim for a refund through this organization she spoke with a a senior representative and explained her circumstances. That representative claimed a refund would be inconsistent with company policies and then, went on to explain she too had been in an abusive situation. Rather than offer to make a policy exception on compassionate grounds, this representative went on to laugh at and ridicule *** for "playing the abuse card."
Instead of ridiculing customers, this company should be taking stepes to ensure their policies allow for exceptions on compassionate grounds and other valid, responsible business reasons.
Summary:
This company failed to identify the deposit was not refundable before either the payment or booking took place. They had time to recover the lost business when the move was cancelled. They are withholding the refund at the expense of a person who is simply trying to get on her feet. ***. If there is any integrity in this company or if it claims to operate on principles of honesty, compassion or fairness, than there is no reason to withhold this refund any longer.
Thank you for your help.
-First email sent to *** on May 31st, 2019: Representing the price chart and all the other required information.
-Second email sent to *** on June 1st, 2019: a follow up email was sent requesting moving addresses and presenting how much the deposit is with the note printed and highlighted on the side of the deposit amount "Boking deposits are non refundable in the event client cancels our services completely".
-Third email sent to *** on June 3rd, 2019: initial booking confirmation email was sent to *** - again repeating; printed and highlighted "Boking deposits are non refundable in the event client cancels our services completely".
- After receiving the confirmation email, the client decided not to use our services and cancel completely. Even though it was clear and presented to her that the deposit was non refundable from the beginning. Unfortunately it is non negotiable.
Thank you for your understanding and cooperation.
***.
(The consumer indicated he/she DID NOT accept the response from the business.)
This does not say "non refundable" it says the $200.00 will be deducted. I want copies of the emails that show "non-refundable" before the $200.00 deposit was paid.
-------- Original message --------
From: Move Me Again
Date: 2019-06-13 1:51 PM (GMT-05:00)
To: ***
Subject: RE: Options with Move Me Again Transportation
Thank you for choosing Move Me Again Transportation for your upcoming move. ï''
Please find attached your Booking Deposit, if paid by Credit Card.
Paid your Booking Deposit via E-Transfer, upon our Accounting Team's acceptance - you would have received E-Transfer's notification that the booking deposit has been successfully retrieved.
Booking Deposits are reduced from your Moving Invoice Total.
(Should you cancel our services - your booking deposit is non-refundable).
In October 2018, elicited 7 quotes from 7 different movers for a 5.4 km move, Russel ON to Embrun ON. "Move Me Again" came in the middle of the pack at $910.00 so we chose them. Packed the house on 1 Dec 2018. Departed for the new house, waited 3 hours, no truck. They phoned us at 8:00pm and demanded $2660.00 to return our belongings. We refused. Move Me Again held our belongings hostage for 3 days, ultimately demanding $5034.00 or "I will phone my drivers and tell them to take your stuff to Toronto." We paid the ransom. They returned our belongings 3 days after taking it. OPP and North York police now conducting a criminal investigation against this company.
I initially requested only $2500 refund in the hope that they would agree and bring our belongings back. They refused. We paid $5034.00 at 10:00 pm by e-transfer on the 3rd night. I have subsequently requested a full refund multiple times, they refuse ANY suggestion of a refund. We now cannot pay our budgeted January house RENT because Move Me Again took the last of our budgeted money for this move.
Our lawyer has already been in touch with *** regarding this issue. Any further communication between our company and *** should go through him.
(The consumer indicated he/she DID NOT accept the response from the business.)
To date, their lawyer has done nothing toward resolving this issue beyond *** me and requesting I "cease and desist" my campaign to publicize my experience with this company.
I have clearly informed their lawyer that I will CONTINUE my publicity campaign until such time as they see fit to issue a refund of the ransom money they took from us.
I feel it is critical that the general public be made aware of "Move Me Again Transportation's" questionable business practices. (Since posting my YELP review, I've been privately contacted by 2 additional victims of this company's identical ***.)
As per our previous message, any further communication between our company and *** should go through our lawyer.
In October 2018, elicited 7 quotes from 7 different movers for a 5.4 km move, Russel ON to Embrun ON. "Move Me Again" came in the middle of the pack at $910.00 so we chose them. Packed the house on 1 Dec 2018. Departed for the new house, waited 3 hours, no truck. They phoned us at 8:00pm and demanded $2660.00 to return our belongings. We refused. Move Me Again held our belongings hostage for 3 days, ultimately demanding $5034.00 or "I will phone my drivers and tell them to take your stuff to Toronto." We paid the ransom. They returned our belongings 3 days after taking it. OPP and North York police now conducting a criminal investigation against this company.
I initially requested only $2500 refund in the hope that they would agree and bring our belongings back. They refused. We paid $5034.00 at 10:00 pm by e-transfer on the 3rd night. I have subsequently requested a full refund multiple times, they refuse ANY suggestion of a refund. We now cannot pay our budgeted January house RENT because Move Me Again took the last of our budgeted money for this move.
Our lawyer has already been in touch with *** regarding this issue. Any further communication between our company and *** should go through him.
(The consumer indicated he/she DID NOT accept the response from the business.)
To date, their lawyer has done nothing toward resolving this issue beyond *** me and requesting I "cease and desist" my campaign to publicize my experience with this company.
I have clearly informed their lawyer that I will CONTINUE my publicity campaign until such time as they see fit to issue a refund of the ransom money they took from us.
I feel it is critical that the general public be made aware of "Move Me Again Transportation's" questionable business practices. (Since posting my YELP review, I've been privately contacted by 2 additional victims of this company's identical ***.)
As per our previous message, any further communication between our company and *** should go through our lawyer.
Very professional movers. Highly recommended.
Thank you, It was a pleasure to serve you. We are delighted that you were satisfied with our service. Thanks for taking the time to write this review. All the best in your new home!!
Very professional movers. Highly recommended.
Thank you, It was a pleasure to serve you. We are delighted that you were satisfied with our service. Thanks for taking the time to write this review. All the best in your new home!!
I'm writing this complaint because I'm being overcharged from the original estimate I was given by my Relocation Consultant and when I tried telling the Manager of the Accounting and Claims Department that I cannot be able to pay that off, like that's way off from what I was told, she had said I signed a contract. The movers didn't tell me I was signing a contract, I thought it was a release of my belongings.
I got an email of the pickup date being confirmed and my surcharge in the email that I agreed for the movers to help me through my belongings but the weight they told me was less than or equilvalent to 2,000 lbs. I signed a piece of paper where there were highlighted spots and the mover told me to initial beside the highlighted spots and signature which I did, I was unsure about the $400 charge for 3 absences which I asked him and he said to call my consultant. They said they would look into it and never got back to me about that.
The invoice came in 2 days after that, and it had said $2735, minus my first deposit of $100 and then my second deposit of $600 to reschedule. I talked to Manager *** of the Accounting and Claims Department and she said because I signed the contract and it says #13 Terms and Conditions, I have to pay the full invoice before receiving my belongings, and that I have two months to pay it off.
I asked options to pay it off but to receive my belongings so I won't use their storage space, like a payment bond agreement or a payment plan, and she said no. I told her in situations/cases where someone can't pay off the full invoice within the timeframe, what happens and she said because I signed the contract I have to pay the full invoice. I had told her nobody told me I was signing a contract, and the mover didnt tell me there were terms and conditions on the backside of the paper.
I told *** that my invoice was way off from the estimate I got, and kept talking back and forth through email with no resolution. I need an arbitrator in this situation.
I would pay for the truck expense, the transportation fee from Brampton to Scarborough expense, the movers time and labour (which was 3 and a half hours), and the materials I used of theirs, the weight was too much and not reasonable at all.
When *** initially reached out to our company she told us she would be moving "1 couch set, 1 bedroom set, 2 drawers, 2 mattresses and a couple bags". Therefore, the initial quote given to her by our Relocation Consultant was based on 2000lbs.
We sent our movers to ***'s location on May 3rd, 2018 and had them scheduled to be there for two hours in accordance to the approximate 2000lbs inventory we received from her. While we were aware she had to go through most of the items in a 10x15 storage that was shared with someone else, we were not informed almost everything in what turned out to be a 10x20 storage belonged to her. We had no option but to reschedule due to the fact we were mislead about the amount of time and space the job would require.
On May 12, 2018 we sent our movers to ***'s location a second time. The movers waited for approximately two hours during which time both them and the Relocation Consultant unsuccessfully tried to get in contact with ***. At 4:23pm we received an email saying she had missed her allotted time slot as she had worked the night before and had fallen asleep.
We sent our movers to her location for a third time on June 6, 2018. It is standard Company procedure that the movers have every customer sign a moving contract (which is clearly stated on the top of the contract in big bold black letters) and initial beside all the charges agreed on. This was done with *** during the pick up of her items.
The items were then taken to a weighting station where the weight of her items came to a total of 5,480lbs. The initial quote sent to *** by our Relocation Consultant stated "The total price mentioned here is strictly based on an estimate and is not your final cost. This price is given according to estimation you have provided our sales agent. The total cost will be determined at the end of your move with the accurate weight or hours accrued." She was charged $0.29 per pound as agreed upon for the actual weight of her items which was a lot higher than the quote as the initial inventory given to the Consultant was inaccurate.
During our post pick up conversations with *** we've referred to #8 and #13 of the Terms and Conditions which are on the moving contract she was given time to read and signed and agreed to. #8 reads "If the driver is unable to perform pickup or delivery due to lack of payment, customer absence or other delays, additional charges will apply." There was a $400 Rescheduling Fee added to the contract (which *** initial in agreement to) for the two instances in which we had to reschedule.
#13 reads "For local and long distance moves, balance must be paid before shipment departs." *** did in fact reach out and ask for a pay bond which we said we were unable to agree to as we are choosing to adhere to our initial agreement where she must pay her balance to have her items delivered. We did tell her that it would not be a problem for her to continue to use our storage service until she was able to pay off the balance and she would be billed accordingly.
Because we understand the customer is currently going through personal hardships we are willing to arrange for storage to be pro rated and billed on a weekly basis, as opposed to the current not prorated monthly rate agreed to in the contract.
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't agree with much things that have been reciprocated through the company's response in this matter.
I had said to my Relocation Consultant that I would be moving 1 bedroom set, 1 couch set, 2 mattresses, a pool table and some boxes/bins/bags of my clothes and stuff in it. I think a company records their conversations for future, please check it for proof if possible. And with that being said, exactly what I said was going to be moved had been moved, it was less than half a truck, one of the movers did take a picture on his phone right after they packed everything in the truck. The storage unit still has many many stuff in it and my belongings were just in the back of the storage unit which had taken longer to receive but I didn't take things that were blindsided from what I originally had said to my Consultant. I don't believe 3 hours and a half of work exempting the surcharge I agreed on with them helping sort through my belongings would cost altogether $3000 and something.
It was actually a 10x20, I could get an invoice from my storage place on the unit size. I told *** it was a big unit and that it was mixed belongings between me and someone else, it was said to *** that it was a 10x20 on the phone and also when we rescheduled the second date to move, I had told her in the email on May 7th 2018 at 2:00:52pm about telling her again what we discussed on the phone about my unit size and she then replied with a rescheduled date on the same date at May 7th 2018 at 4:50:02pm and I have emails to prove what I had just stated on those dates and times, with that it was her mistake that she didnt inform whoever about the unit size in the first place (maybe she forgot, but that isn't my mistake) and it wasn't my fault that the movers weren't unaware of the size of my unit and couldn't do the move that day. With that being said again, it actually burned me because I had to pay another month cycle of my storage unit which was another $500 because the move didn't happen before the next payment cycle date which I had said to *** in emails explaining my frustration with the first scheduled move being a whole misunderstanding to the movers.
The movers came and told me the first time they couldn't move within the timeframe the moving company had given them (I didn't give the movers a timeframe, it wasn't my fault that they had another job after and one of the movers had a second job of himself after that move, so he decided it would be too much to go through in an hour. I didn't get a time frame of an hour, I would've told whoever told them that it wasn't going to be an hour! My dad came with me for the first move to see how it goes so he as my witness is to hear what the movers told me ) so that first time wasn't on me, that's why I didn't understand why it had said 'third' time on the "contract" and have asked *** about that and get back to me.
My first deposit of $100 went to the movers that's what my Consultant had said when I didn't make it to the second rescheduled date for May 12, so that's why I had to make the second deposit of $500 later on for the third time arrival. I have the emails between me and my consultant about them. That was the first charge of $100 and only charge that I would be getting for not arriving that first scheduled date but as my consultant told me when I asked her why do I got to put a $500 deposit, she said that the $100 deposit already went to the movers for their time and explained it's just reassurance I won't do it again because it's a higher amount I'm also putting down that I wouldn't want to lose out on.
Also, I had told my Consultant that I was already having hard time paying $500 a month of a storage unit, and she assured me the move wouldn't have no hidden fees or upfront fees; I had seen the transportation fee, destination area surcharges, warehouse handling fee, and materials fee. The movers that handled my belongings wanted to put my bags in boxes but they didn't tell me about the charges on that as well, I asked my Relocation Consultant about that SPECIFICALLY about upfront fees and she told me no upfront fees, and she assured me when I asked her on May 7th 2018 4:54pm about hidden fees/upfront fees and she responded May 7th 2018 5:05pm
"As far as upfront fees - nothing more than what we have already discussed".
Based on what my Consultant told me, and she had said no upfront fees, so I would've been paying $0.29/lb times 5480lbs would've came up to $1589.20 plus the surcharge for the movers to help me sort through my belongings $300 added which would've totalled to $1889.20. Which I would believe is a true fair amount and what was discussed would be perceived to me.
I didn't see the 'MOVING CONTRACT' on the paper on the top, it was so fast with mover to sign the paper that he as a mover didn't even inform me to read any Terms and Conditions before signing or even to tell me that I'm initialing beside highlighted areas for my invoice. I would've asked him not to rush me first off, and I wouldn't have signed it once I realized how they broke down payment for everything and did hit me with additional charges and fees I wasn't aware of before the move and after the move either.
For the point *** was talking about $0.29/lb because I gave the wrong inventory to my Consultant wasn't right. I had discussed on the phone with my Consultant the first time, how they calculate the weight and she said it would $0.07/lb. Again words are being misused and re-evaluated to another pricing I didn't agree on AT ALL.
Now as my solution for first a payment plan that was declined and referred to a contract that wasn't even eligible for me to sign knowing I was not even aware of what I was signing. Then again I asked for payment bond agreement to pay the invoice within a limited time in intervals (as long as I could move my belongings somewhere else not using their storage service and so I won't be charged additionally for the month I have already used up in their storage facility) and again declined. Now I'm out of options to come up with a resolution because when chatting with my Consultant in the first place and she knowing that I couldn't even afford $500 already for my storage unit, how would I propose being ready to pay of quadruple times for an invoice that wasn't even honoured. Word is a bond and trusted, I felt disappointed and *** for more money then I was told, stringed on to believe upfront fees/hidden fees wouldn't be a problem, and weight would be less than or equivalence to what was estimated.
I didn't want to continue using their storage facility because yet again, it would be too much added to a billing cycle by the time I was able to pay off the invoice. I could pay for the original estimate or close to what I received was 1889.20 minus my deposit, which is fair. Because nobody not my Consultant or the movers notified me on the additional charges like transportation, area charges, using their supplies charges, and so forth.
Thank you, and I hope we could resolve this before it goes further onto being a court issue. I'm not going through hardship by the way, this is my daily life, I'm not a business woman with a salary based income, so I cannot afford $2735.00 especially knowing I wasn't estimated for that amount and I wasn't told about the on-going outrageous additional charges added.
Thank you, Revdex.com for taking this issue into consideration.
's initial input into our website on May 5, 2018 which her quote was based off of was "1 couch set, 1 bedroom set, 2 drawers, 2 mattresses and a couple bags".
***'s initial quote included:
- $100 Destination Surcharge
- $40 Scale Fee
- $120 Warehouse Handling Fee
which she states she saw but does not include in the total she is willing to pay.
Additionally, on a phone conversation with her Relocation Consultant, *** agreed to a $300 fee to have the movers help her sort out her items in the storage facility she was being picked up from.
*** used 4 wardrobe boxes ($45 each) and 5 mattress covers ($30 each) for which she was explained the cost of prior to use.
The quote clearly states that our per pound rate is $0.29/lb and that the final amount for the weight cannot be calculated until after a customer's items have been weighed. The quote also states that we offer the use of storage facility further than the 6 free weeks included, at the rate of $0.07/lb. Again, this is a monthly fee we cannot give an exact amount for until after the customer's items are weighed.
Given that we now know the weight of the customer's items is 5480, the weight charge is $1589.20 and the cost for monthly storage, should it be used is $383.60.
We were also very clear with *** when she booked her services with us that we would be charging her a $200 cancellation fee for each of the times we incurred expenses (such as diesel and movers' wages) to send the truck out to her location twice (on May 3 and May 12) which totalled $400.
Our quote also states that all the fees listed are prior to taxes. Her invoice also includes a 13% HST charge which totals $374.29.
All the above charges and fees were agreed to and furthermore were initialled to by *** on our moving contract at the time of pick up.
The third time our movers went to ***'s pick up location they handed her a moving contract and let her know what it was. The fees were then outlined to her and she was told where to initial if she agreed. She was also made known of the terms and conditions which it appears to be she chose not to read before signing. We feel our company has done our due diligence by outlining everything on the moving contract to ***. The onus is on the customers to read the terms and conditions, which they are allotted time to do so should they request it, and failure to do so is solely their responsibility.
As an act of good faith, we are still willing to offer *** a prorated storage rate on a weekly basis as opposed to billing her monthly as we do with all our other clients.
(The consumer indicated he/she DID NOT accept the response from the business.)
I didn't see the charges of the destination charges, warehouse handling fee, and etc before the move, it was given to me after my belongings were already packed in the truck, they didn't give me additional information on the additional charges. As perceived it was just the weight less than or equivalent in the estimated quote, my Consultant like I've mentioned before in the last response, had emails back and forth for proof that there weren't going to be upfront fees/additional fees which is what I'm stating. I seen the fees after the move but I wasn't aware or told about them before the move, and I'm not willing to pay them because they weren't quoted or told to me about them, so why do I got to make up the mistake from the people working for your moving company. It's a loss because there weren't proper communication from your end.
Yes I do agree with paying for the $300 surcharge for them helping me sort out my belongings which should be the quote that was estimated to me but to give a resolution for both ends and not be biased, I'm willing to pay the invoice total weight quoted to me (0.29/lb X 5480lbs =) 1589.20 plus the $300 which totals to 1889.20.
I'm not willing to pay for the other fees added to the invoice that weren't foretold to myself; destination charges, warehouse handling fee, using their mattress coverings and boxes, I wouldn't have use such things if there was a charge. I already had boxes, bins and bags so why would I NEED to use other materials from your company that was extra charges to put my things in. If your movers hypothetically did mention charges, I would've declined and go about with my own secured bins/boxes.
Now with the truck being sent out twice, and nope I wasn't aware of the charge. Where does it say in the emails back and forth with my Consultant, or our phone conversations or even the final email after I've booked my date, your company sends out an informational email on the move and everything. There is nothing.
The first time with the truck being sent out and the wrong information with my Consultant informing the movers misinformation, that's not my wrong doing, that's a loss on your end. The second time is my fault and my mistake because I didn't get up to go to the move and I understand that there is a charge but I wasn't aware that charge was $200 (again, not told to me at all, a lot of things not said and I think *** you are thinking your Consultant or movers have told me this but didn't ever).
With that being said, my $600 deposit should minus the first and only time that the truck for it's fuel and the movers time which is second scheduling date that I didn't make it to. I made it to the first scheduled date, it was your movers that left, I still wanted to do the move but they said the moving company gave them only an hour to the 10x20 blantly stated to my Consultant. So, $600-$200 equals $400. Now $400 should be minus from what I'm agreeing to pay which is $1889.20, to 1489.20.
Your mover was getting me to sign this paper, but already scribbled on the paper while I waited, he highlighted and marked down, he didn't tell me that such such was for this and such such was for that, he told me to initial beside every highlighted spot and then sign the bottom. I didn't have no time to read anything especially with him holding the clipboard while I'm signing. I realized the terms and conditions on the back of the paper after the invoice was sent to me through email. I wasn't aware of the terms and conditions beforehand when I was signing neither did your mover at the time said to read terms and conditions before signing or even made it aware that I was signing a contract. The only thing he said was to initial beside highlighted spots and signature, it was 6am-9am the move so it would've been smart for someone to mention something to me knowing 6am was an early time for a tired being, I did tell them I was tired during the move too. Helping them help me scrummage through my belongings.
I don't want my belongings to be in your storage facility any longer, I want to resolve this and have it transferred out of there to another place sooner then later. I'm so frustrated with the misconceptions and miscommunication already that I don't care about your willingness to prorate additional billing for your storage facility after the 6 weeks. I want this resolved before July 19th which is the date to pay off the invoice. I want somebody from the Revdex.com to get a resolution before this continues to go on with more time. This is ridiculous, it seems the moving company doesn't care about my frustrations about this issue, but I think the Revdex.com should get involved now since there's no resolution after going back and forth.
I said I'm willing to pay even after not agreeing with the weight, but it is what it is, let me break it down. This back and forth about he say she say is getting ridiculous to me. I have proof, I have emails, and so that is considered written paper trail proof.
The weight totalled on the invoice= 5480/lbs
Price per pound= $0.29
Price for movers helping me sort through my belongings=$300.00
Price for the missed scheduled date on my behalf= $200
Total = 2,089.20
HST 13% of that amount = $271.596
Total after that remains to= 2,360.80
Minus my $600 deposit equals to a total of= 1760.80
All the fees including destination fee, scale fee and warehouse handling are all outlined in the initial quote emailed to *** by her Relocation Consultant on April 30, 2018.
We have revised ***'s invoice to the following:
Weight Charge (5480lbs x $0.29) = $1589.20
Destination Area Surcharges = $100
Scale Fee = $40
Item Sorting Fee = $300
Total Containers/Packing = $330
Warehouse Handling = $120
Rescheduling Fee = $200
Subtotal = $2679.20
HST = $348.30
Total = $3027.50
Deposit = $500
BALANCE DUE = $2527.50
We are willing to add to the 6 weeks of free storage and offer *** free storage until August 5th (which makes 60 days) at which point we will be contacting our legal representative if we do not receive payment in full.
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not going to pay for the additional charges on the invoice, nobody told me what I was signing, I was given any time to go over and read what I was signing, and my consultant didn't tell me about all these destination charges and she said, it's just the weight and that's all. All I'm paying for is THE WEIGHT CHARGES, MY $200 CANCELLATION FEE (one time only) and the surcharge of them helping me sort through my belongings and the HST!
Contact your legal team, and I'll get myself a lawyer then.. let's not wait till August 5th.