Quality Move Management Inc

My Quality Move team openly recognized that our relocation from Malaysia back to Vancouver should have been a two day unload and unpackingHowever, my team was out the door by 2:in the afternoon and more concerned with getting across the bridge before rush hourI was left with approximately or more unpacked boxes that I had to relocate in the house and unpackThe next weeks were spent cleaning up the mess of unpacked boxes that they left behindI could't believe that they didn't even spend the full day doing what they were contracted to do
Incredibly poor service and would never recommend them againI have already told our relocation company that were were completely unsatisfied

Initial Business Response /* (1000, 8, 2015/10/02) */
Long distance Relocations are transported in Tractor Trailer Units. The shipment was loaded on a Straight truck in order to load this shipment on the requested date. The shipment was then moved on a Tractor Trailer destined for Burnaby,...

BC. Upon the drivers arrival at destination the driver contacted our office indicating that the address for delivery was not tractor trailer accessible and a Shuttle Service will be required. I contacted the customer immediately and told him the situation and that a Shuttle Service will be required and the cost for the shuttle service is $375.07.
Initial Consumer Rebuttal /* (3000, 10, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
QMM's phone call on Sept. 4 made it clear to us that their subcontractor QHP would not deliver our household items unless we paid the $375.07. This left us with no choice but to agree. [redacted]
Besides, on August 28, we received QMM's final bill, which we paid promptly on the same date. At that time, we were told that it was the final bill and there would not be any additional charge of any kind anymore.
This additional charge was nothing short of ransom, i.e. pay now or lose all our household. It was not necessary for QHP, which did all the actual work of moving our household.
Final Business Response /* (4000, 12, 2015/10/16) */
I dealt with the customer at the time of the estimate. The quote assumes normal access at origin and destination as indicated in the important detail portion of the quotation.It is not uncommon providing an estimate to a customer not knowing if a shuttle service may be required. A shuttle service is required to move the customer's possessions from a large truck (tractor trailer) onto a smaller truck in areas where the larger truck isn't able to fit for delivery. This is what happened in this situation. We were not aware a shuttle service would be required until we were contacted by the agent performing the delivery that a shuttle service would be required. Please note, that at the time of providing the customer with the estimate, he did not have the delivery address yet. We were sent an e-mail from the agent stating the following, "Driver at Residence, No way, needs shuttle, can you please look into right away". This is when I contacted the customer to advise a shuttle service would be required. I can assure you we have made every effort to be transparent and forthcoming. Please don't hesitate to contact me should any more information be required.
Final Consumer Response /* (4200, 14, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
QMM's reply is incorrect. Below is what happened:

July 17 - Our Burnaby apartment rental agreement was signed (copy can be provided if needed).
July 21 - Bob B[redacted] of QMM visited us and was provided with our Burnaby detailed address.
July 23 - Initial cost estimate was received from Bob. On their quote, QMM neglected to write down both our Edmonton and Burnaby detailed addresses. [redacted]
August 25 - QHP moved our household into a small truck. Later, QHP changed to a medium truck for weighing, then changed into a big truck. There was no charge for these maneuvers.
August 28 - Trishannah G[redacted] of QMM provided final invoice, based on the actual weight. Full payment was made by us the same day. Trishannah advised us that there would not be any additional cost of any kind.
September 4 - QHP needed to change to a smaller truck to deliver our household. Bob B[redacted] of QMM phoned us to demand additional fee, or we lose our household. [redacted]
September 5 - e-mail sent to Bob and Trishannah, to which no response was ever received. QMM's customer service needs to be improved.

[redacted]