Initial Business Response /* (1000, 11, 2015/08/10) */
Dear Mrs***
We did her delivery on July 17th.We id her delivery on timeAfter departure date it takes to business daysWe did her pick up on June 30th.Her shipment left from Toronto on July 05th.We did her delivery on
time(July,17th).Just we make happy to her, we will send to her a $cheque
Regards
Eric L***
Initial Consumer Rebuttal /* (3000, 13, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because our items were NOT delivered on time within the 10-business daysAs well a few of my *** family items were damaged ***Including a silver wear chest *** Another item damaged was my fireplace***The movers took it off the truck in the blanket it was wrapped in and that was the only thing folding it together...as soon as they removed the blanket, it was in a million pieces....*** Also, my bar that my husband made had a leg broken off of it as well!!!!
A $cheque will not even come close to the cost of replacing these items *** I believe that a more reasonable amount would be between $600-$
Complaint: ***
I am rejecting this response because:- I didn't refuse to pay , I asked the driver to bill me so I can pay it with credit card but he request the cash -the business didn't answer my two emails and follow up call after the incident, why ?-the driver's supervisor called the day before and the same day and he knew that the building only have one elevator and I can't lock only elevator after I said that his response was ok , no problem -if there was a problem from my side why they brought half the stuff up?-driver did ask me to to hold the elevator and I immediately said "sure" , and his respond was "then stop fking wasting my time and go stand beside elevator " this is when I decided to pay instead of accepting verbal abuse-company knew the destination only have one elevator they could simple charge me instead of leaving my furniture outside my main complain is , why no one ever answer my complain from company ? why no one answered my emails and every time I called they just asked me to send email for legal purposes ?!!driver could take the furniture back to the storage and ask the company to deal with , but he decided to throw everything out
Sincerely,
*** ***
Dear ***
Mr*** claimed that we didn't do his delivery door to doorIt's very interesting that, he doesn't have elevator service key, our driver did his best tried to delivery his shipment.He did his best and delivered his shipmentIf customer doesn't
have an elevator service key, we have a charge, because you can't use that elevator during the deliveryAnd one hour delivery it takes hours ( other people keep using elevator, same time movers can't)He refused to pay elevator service key fee, after driver asked to him at least can you hold elevator, he said "No".Customer should understand that, pick up and delivery: He is responsible for parking area, elevator, elevator service key, long carryBasically he doesn't have elevator service key. This is not the way making money from moving company We can send to him a $cheque, this is the best we can do for him.Kind Regards*** ***
Dear ***, *** * ***, he is not our customer first thingHe kept calling our office, and disturb everyone in our office We explained to him, we have to talk with our driver and get report what's going onOur driver report to us, he didn't do it anything wrong and
that area under construction and lots of dump truck working that area all the time. Maybe one of dump truck they gave damage to grass areaWe sent our manager for inspectionYes, grass area on the sidewalk got damaged, and our inspector report that, area is under construction and lots of construction going on and many dump trucks still working that areWhat is this guys proof that our driver gave damage to grass area, did he take picture of our truck? Did he take licence plate of truck on the grass area? He kept calling our office, even we told him let us to check it what's going on. Kind Regards *** ***
Complaint: [redacted]I am rejecting this response because:Firstly I cannot go to '[redacted]' and just get any ordinary tv. Ours is a 55" ** 3D 4K smart TV top of the line. So they can go and price out the tv at the future shop/best buy where we purchased it. The movers packed our tv which also included the insurance on the tv which I paid extra for. I even called the office when the movers were there to confirm that the packing of our clothes and tv would be covered with the moving companies insurance as it was packed by them. Secondly, our african arts was brought by my wife from africa which cannot be found here. They were packed well but in the truck every box was strewn about and the movers are witnesses that the heavy boxes were packed on top of the light boxes. The movers themselves are the ones that told us to come inside the truck and see how it was packed. Thirdly, when the movers came to pick up our belongings we had our clothes in the garbage bags. They said they would put all clothes in wardrobe boxes for a fee and that covers any damages as they were the ones packing it, not us. So we also added that fee onto the moving bill along with the tv. When we received our clothes not one bag was in a wardrobe box.It still has not been recognized that our brand new christmas tree is still missing and our vase as well as the rest of the damages including the plates and glasses.I still have pictures of all of the damages.It is unfortunate that I also became a victim of this company as the people working for them (movers themselves) said that 'it would be a miracle to get any of our things back as this is not the first and wont be the last time" as previous people have had no success and Real Canada Wide Movers has always gotten away with it.Please help us with this issue and not let them get away with it like always.Sincerely,[redacted]
Complaint: [redacted]
Hi [redacted],Thank you very much for your kind initiate about our complaint # [redacted]. Really I am very much appreciated Revdex.com. Actually, their answer is not satisfactory. For your consideration, I am forwarding their email where they did not mention anything about $350.00 insurance deductible other than basic liability 60 cent/lbs. I have all the email correspondings if you want I can forward them to you that they never ever mentioned about the deductible amount. They did not even mention about the replacement insurance. If they mentioned I could have bought it the way I bought damage insurance for my sofa from Bricks ( if you want I can show the documents). Now I can not claim anything from Bricks as it was damaged by someone else. In this circumstance who is going to pay for my damage sofa? Therefore I would like to request you please go through their e-mail and see how they do the business without providing accurate information and taking the advantages. With best regards [redacted]
Initial Business Response /* (1000, 10, 2015/09/28) */
Dear Madam/Sir of Revdex.com,
I apologize for the delayed response regarding the Revdex.com complaint.
Regarding Miss [redacted] complaint please read over our side. As far as the information that we have here for [redacted] we booked her originally...
on July 6, 2015 witha $200.00 deposit for scheduled pick up in Ottawa, ON for July 28, 2015, and it was postponed for a later date of July 30, 2015. Ms [redacted] have emailed the company regarding this change and I have copied and pasted the email from [redacted] below.
From: [redacted] mailto:[redacted]
Sent: Tuesday, July 7, XXXX X:XX AM
To: Dora N[redacted]
Subject: RE: [redacted] - Moving quote
Good Morning Dora,
Please changing my pickup date to July 30th, as early as possible that day.
Thank you,
[redacted]
________________________________________
So without any problem we have re scheduled her without any questions or problem. [redacted] Also concluded that she has already booked her hotel because she will need to move out and rent a room to take care of her own matter and to have her car picked up at the hotel address she has provided. As far as the pickup for her household we didn't hear anything from her, neither a call or an email and so we have assumed that everything went well regarding her pickup.
From: [redacted] mailto:[redacted]
Sent: Tuesday, July 7, XXXX X:XX AM
To: Dora N[redacted]
Subject: RE: [redacted] - Moving quote
Morning Dora,
The address of the hotel is:
[redacted]
Please let me know when you have confirmed time of pick up for July 31st, from Janice, for my car.
Thank you,
[redacted]
________________________________________
From: [redacted]@realcanadawidemovingservices.com
To: [redacted]
Subject: RE: [redacted] - Moving quote
Date: Mon, 6 Jul 2015 13:16:39 -0600
Ok in able to do an early morning pick up we will need to book you asap. So if you can please get the address of your hotel so that we can schedule everything ahead of time. It will really help greatly for a chosen time.
If you have any questions please, free to call or e-mail me @X(XXX)XXX-XXXX anytime.
Kind Regards,
Regarding Ms [redacted] missing items, and broken things we have not received any email for the claims with pictures to this day. As far as the here say of negative behavior of the movers, we have not received an email or a phone call regarding this issue. So therefore we cannot address this matter.
We are Real Canada Wide Moving Inc, strive to do our best to resolve any complaints or problems with all of our valued customer. If Ms. [redacted] would like this matter resolved, please send us the summary of her missings, broken items with pictures to [redacted]@realcanadawidemovingservices.com.
Best Regards,
Real Canada Wide management
Initial Consumer Rebuttal /* (3000, 17, 2015/12/07) */
They did not address my issue. They lied and said they did not receive my email. I have called this company since August 2015 and finally got a hold of the manager on December the 5!!! Who sounded exactly like the driver [redacted]He told me that no one sent an email to claim the items so they burned them after a month!!! [redacted] I did send an email and a fwd him the email with the dates and time again to prove to him what was sent.
Also...yes I changed the drop off time of furniture to be dropped of in Edmonton. I take full acknowledgement for that. How ever, I did not change pick up date in Ottawa. Your company did not show up nor did they call to say they would not be there. [redacted]
Dear Manager at Real Canada Wide Moving,
I spoke with you on Saturday regrading my email and numerous calls and messages I have made to your company and no one has addressed them. It was by the luck of God that you happened to answer on Saturday December 5, 2015 after all this time.
Below is the email I did send that you said you did not receive. Please address this matter.
Thank you kindly,
[redacted]
From: [redacted]
Date: August 15, 2015 at 3:55:23 PM MDT
To: [redacted]@realcanadawidemovingservices.com
Subject: Missing items! Not delivered. Horrible Service from driver
To whom it may concern:
Today your company delivered my items to [redacted] in Edmonton, ON from Ottawa, ON. When everything was completed I noticed a few items were missing. I asked the driver where my black suitcases were as well as my double [redacted] mattress. He told me everything was in the basement.....that is where I had the stuff delivered to. I did not need them to put anything anywhere else but the basement of the house so it is very easy to see what is all there and I couldn't find them anywhere in the basement. These are not small items that are hard to find. The driver told me to check once again, so I said "okay please wait while I see." I was literally gone for 2 minutes and he ran to his truck and drove away. [redacted]
I am missing a double mattress and a set of black duffle bags full of boys and girls clothing sized 4t, 6 and 12. All my dinner plates are smashed. I had a set of 16. I have 6 left. $600 worth of items.
If someone from your company can address this matter as soon as possible I would appreciate it greatly.
Kind regards,
[redacted]
Sent from my [redacted]
Final Consumer Response /* (2000, 20, 2015/12/17) */
[redacted]
8:59 AM (42 minutes ago)
to me
That's fair. I will accept their offer. It's great that we can review the case again if they don't send the cheque. Thank you for all your help.
[redacted]
Initial Business Response /* (1000, 10, 2015/07/02) */
Dear [redacted]
I never see like this case in my life. This customer didn't have money many months and he didn't pay his balance. We called him and asked to him money, he is playing around. Can you imagine that he didn't pay it and...
he went Revdex.com?? I told him even I give $60.00 storage but you have to pay your balance first still he doesn't care. If wants to rescale we do that for sure but we need to get payment a. How many moths we wait? We will start collection process and report to credit bureau. Since October 2014 we wait payment. [redacted]
Regards
[redacted]
Initial Business Response /* (1000, 5, 2016/05/06) */
[redacted]
Yes [redacted], moved with us between 2012 to 2013. After 3 years later customers, asked invoice from us. Our original contract we have GST number on it and they lost it. Now even customer didn't know that how much...
he paid veen they didn't know that. They said around $7000. If they give us exactly how much they pay, we try to help them for sure.
Kind Regards
Eric
Initial Consumer Rebuttal /* (3000, 7, 2016/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In my complaint I outlined the exact amount paid and the dates of the move. The total amount as originally stated was $5750.85 which was paid by two credit card payments, one in the amount of $3000 and one in the amount of $2750.85. At the time of delivery, we were provided with the list of items delivered but no receipt for payment as the amount had been paid prior to the delivery. The delivery happened on February 21st 2013.
Final Business Response /* (4000, 12, 2016/06/03) */
[redacted]
We found original contract and sent to them their invoice by e-mail. (Total $4457.25)
Regards
Eric L[redacted]
Dear [redacted] , I have pictures how customers packed their shipments with plastic garbage bags, is not good. When you use plastic garbage bags for your shipment , after you blamed the moving company? It's not realistic. Why customers didn't use boxes and protect their...
very important things? They claimed that their TV broken, and it's a $3000 TV . When we delivered their tv nothing wrong (same condition when we picked up). $3000 TV ? If you go check it [redacted] etc, you see 50 inch TV $699.00 (smart tv). If she has very expensive items and TV why she didn't buy any replacement insurance from private insurance companies, or home insurance companies?We have a basic cargo insurance, which is 60 cents per pounds with $350.00 insurance deductible. We did our best for her claim, and waived $350 insurance deductible and offer to her $200.00. Kind Regards [redacted]
Initial Business Response /* (1000, 10, 2016/04/11) */
Dear [redacted],
In the contract unfortunately customer didn't buy the extra insurance when this is the case; the shipment then travels under a standard liability.
The insurance Real Canada Wide Moving carries is a basic...
standard liability. This insurance pays out at 60 cents per pound, with a $350 deductible, to be paid by the customer.
(The item you claim weights 200 lbs x 0.60cent =$120.00)
$120- $350.00(insurance deductible) = -$240.00
It is always important for us to leave satisfied customers behind us and we do really want to resolve this issue for you, Even though his case is not entitled to receive any refund;
We will send you $650.00 ($350 deductable waive). This is our best we can do for him. We are not an insurance company.
From [redacted] he can buy new tv (same size) $450.00.
As you see we have basic cargo insurance 60 cents per pounds with $350.00 insurance deductible.
Please, send to us customers's mailing addresses and we will mail to him $650.00 cheque.
If you look at the front of the contract
Terms and Conditions
1) IF THE CLIENT HAS NOT DECLARED AN INSURANCE VALUE, THE LIABILITY OF THE CARRIER IS 60¢/LB. PER ARTICLE. 2) CARRIER IS NOT
RESPONSIBLE FOR PRESSWOOD FURNITURE IF NOT DISMANTLED BY THE SHIPPER. 3) ITEMS PACKED BY THE OWNER WILL NOT BE COVERED
FOR DAMAGES. 4) INSURANCE COVER FOR LOSS OF ITEMS (DEPRECIATED VALUE) AND DAMAGES TO FURNITURE ITEMS WILL BE REPAIRED
BEFORE BEING REPLACED. 5) THE CARRIER IS NOT RESPONSIBLE FOR GLASS AND MARBLE NOT PROFESSIONALLY PACKED AND UNPACKED. 6)
CHARGES WILL APPLY FOR FLIGHTS OF STAIRS AT PICK UP AND/OR DELIVERY ON A 'PER WEIGHT' BASIS UNLESS OTHERWISE INDICATED. IT IS
THE RESPONSIBILITY OF CUSTOMERS TO PRESENT THE ISSUE OF STAIRS AT THE TIME OF BOOKING. 7) IF ACCESS TO DELIVERY IS MORE THAN
100 FEET AWAY 5¢/LB ADDITIONALLY WILL BE CHARGED. 8) CARRIER WILL NOT BE RESPONSIBLE FOR INVENTERIOR WORKING OF ELECTRICAL
EQUIPMENT OR INTERIOR OF PIANOS. 9) THE CUSTOMER IS RESPONSIBLE TO CHECK EACH ITEM ON THE TAG AND LIST WHEN THE DRIVER IS
DELIVERING. 10) UNDER 2000 lbs. MINIMUM WEIGHT 500 lbs. CHARGE $450 WILL APPLY . 11) BOTH PARTS AGREE TO SIGN THIS CONTRACT IN
ENGLISH. 12) STAIR CHARGES WILL APPLY IN BUILDINGS WITHOUT ELEVATORS. 13) IF THE DRIVER IS UNABLE TO PERFORM PICKUP OR
DELIVERY DUE TO LACK OF PAYMENT, CUSTOMER ABSENCE OR OTHER DELAYS, 15% OF THE TOTAL WEIGHT CHARGES AND ANY
APPLICABLE CHARGES WILL APPLY. AS WELL, DELIVERY WILL TAKE PLACE AT OUR EARLIEST AVAILABLE SCHEDULING AND SUBJECT TO
DELAY.
Back Of the contract
9. Valuation
(1) The amount of the actual loss or damage not exceeding sixty (60) cents per pounds times the actual weight (in pounds) of the shipment, or the lump sum declared value, whichever in greater; or
(2) The actual loss or damage not exceeding sixty (60) cents per pound of the weight of any lost or damaged article when the shipper has released the shipment to carrier, in writing, with liability limited to sixty (60) ends per pound per article.
(3) No carrier hereunder will carry or be liable in any way for any documents, special jewelry, rare stamps, coins, antiques or for any articles of extraordinary value not specifically rated in the published classifications or tariffs unless a special agreement to do so and a stipulated value of the articles are endorsed hereon
If you check it Industry Canada Website:
http://www.ic.gc.ca/eic/site/oca-bc.nsf/eng/ca02029.html
The Consumer Checklist for Choosing a Moving Company
What is replacement value protection?
Even with the best mover, you need to know how you can protect yourself:
First check with your insurance agent/broker to find out if your existing household policy provides coverage during the move, and if so, what is the deductible. Make sure that your policy provides you with no less than "All Risks" coverage, because any less coverage leaves you exposed.
Then check with the moving company for the cost of Replacement Value Protection. This means that the moving company agrees to be legally liable up to an amount that represents your estimate of the value of your property being moved. Often that amount is arrived at by multiplying each pound of weight of your shipment by $10.00 - but that is just a rule of thumb. Make sure that the total amount of declared valuation is enough to replace all of your furniture and personal effects. Make sure that you get Replacement Value Protection and NOT depreciated value only.
Ask the moving company for written material that explains how the Replacement Value Protection works.
Ask the moving company for information on how to make a claim, and what the time limit is for making a claim.
Identify the difference of liability between owner-packed versus mover-packed cartons and special care items (i.e. glass, marble, and other "at owner's risk" items that are not packed professionally).
If you don't buy Replacement Value Protection, the moving company is usually liable only up to 60 cents per pound of any article that may be destroyed or lost. (For a typical television set, that's about $30.)
Be sure you have adequate protection either through your own insurance policy or through the moving company's Replacement Value Protection.
Kind Regards
Eric L[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2016/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
#1 - TV pack ($75) and wardrobe carton ($25) were charges that should not have been made. Esp if a $75 charge to wrap a TV doesn't cover the cost of replacement if the TV if damaged.
#2 - the majority of the shipment was damaged. Not just the TV.
Piano legs and key cover nobs, both shelves either broken or missing pieces, tv stand scratched to the bare metal, gun case (not counting items inside as per inventory) rubbed to the bare metal, vanity table completely missing, buffet scratched to pieces, all the bedroom furniture destroyed, every box smashed to pieces (charged to pack 4x 4 cubic foot boxes) plus damage to the walls in my home. Not to mention the mess the movers left in my yard. And no effort made to recover items that were left here that are NOT mine.
#3 - I was not offered additional insurance, therefore not given a chance to decline.
Initial Business Response /* (1000, 5, 2016/05/06) */
Dear[redacted]
Yes [redacted] moved with us. During his delivery, we got difficulties to find ferry (for semi trailer ) to go Salt Spring Island. We gave to them $400.00 discount and they got their shipment from Victoria, BC. After that...
they mentioned that they have a small cabinet missing. We found her cabinet, we told them we can bring to Victoria, BC, and they can get from our truck, they refused.
Now we try to find some solution ( [redacted] and we let them know.
Kind Regards
Eric L[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company NEVER once offered to look into shipping it to our house directly. That is all I'm asking and I want it as soon as possible since this has taken way too long already. A discount in price was reasonable for the original move but it is not possible a second time. There is ferries going to Salt Spring all the time and I see other large moving companies all the time making deliveries. [redacted]
Initial Business Response /* (1000, 14, 2015/12/15) */
Dear [redacted],
Yes Doug A[redacted], he moved with us.
First we never say to customer just pay cash!!! Our Payment terms on the contract and very clear: Money Order, Certificate Cheque, Bank Draft or Cash.It's very...
simple.
Customer said that he has late delivery, actually we did delivery on time. His shipment coming from Victoria,BC to Calgary,AB. From Victoria Island it takes 10 business days to arrive Calgary after departure date from Vancouver,BC.
Customer claim that he has damaged items, unfortunately the customer didn't buy replacement insurance.
In the contract unfortunately you didn't buy the extra insurance when this is the case; the shipment then travels under a standard liability.
The insurance Real Canada Wide Moving Services Inc. carries is a basic standard liability. This insurance pays out at 60 cents per pound, with a $350 deductible, to be paid by the customer.
(The item customer claims weights 300 lbs x.60 =$180.00)
($180.00-$350.00 (insurance deductible) = -$170.00
It is always important for us to leave satisfied customers behind us and we do really want to resolve this issue for our customer, Even though his case is not entitled to receive any refund; we will send you ($150.00) ($350 deductable waive) = ($ 150.00 cheque.)
Please, send to us his mailing addresses and we will mail to him a $150.00 cheque.
If you look at the front of the contract
Terms and Conditions
1) IF THE CLIENT HAS NOT DECLARED AN INSURANCE VALUE, THE LIABILITY OF THE CARRIER IS 60¢/LB. PER ARTICLE. 2) CARRIER IS NOT
RESPONSIBLE FOR PRESSWOOD FURNITURE IF NOT DISMANTLED BY THE SHIPPER. 3) ITEMS PACKED BY THE OWNER WILL NOT BE COVERED
FOR DAMAGES. 4) INSURANCE COVER FOR LOSS OF ITEMS (DEPRECIATED VALUE) AND DAMAGES TO FURNITURE ITEMS WILL BE REPAIRED
BEFORE BEING REPLACED. 5) THE CARRIER IS NOT RESPONSIBLE FOR GLASS AND MARBLE NOT PROFESSIONALLY PACKED AND UNPACKED. 6)
CHARGES WILL APPLY FOR FLIGHTS OF STAIRS AT PICK UP AND/OR DELIVERY ON A 'PER WEIGHT' BASIS UNLESS OTHERWISE INDICATED. IT IS
THE RESPONSIBILITY OF CUSTOMERS TO PRESENT THE ISSUE OF STAIRS AT THE TIME OF BOOKING. 7) IF ACCESS TO DELIVERY IS MORE THAN
100 FEET AWAY 5¢/LB ADDITIONALLY WILL BE CHARGED. 8) CARRIER WILL NOT BE RESPONSIBLE FOR INVENTERIOR WORKING OF ELECTRICAL
EQUIPMENT OR INTERIOR OF PIANOS. 9) THE CUSTOMER IS RESPONSIBLE TO CHECK EACH ITEM ON THE TAG AND LIST WHEN THE DRIVER IS
DELIVERING. 10) UNDER 2000 lbs. MINIMUM WEIGHT 500 lbs. CHARGE $450 WILL APPLY . 11) BOTH PARTS AGREE TO SIGN THIS CONTRACT IN
ENGLISH. 12) STAIR CHARGES WILL APPLY IN BUILDINGS WITHOUT ELEVATORS. 13) IF THE DRIVER IS UNABLE TO PERFORM PICKUP OR
DELIVERY DUE TO LACK OF PAYMENT, CUSTOMER ABSENCE OR OTHER DELAYS, 15% OF THE TOTAL WEIGHT CHARGES AND ANY
APPLICABLE CHARGES WILL APPLY. AS WELL, DELIVERY WILL TAKE PLACE AT OUR EARLIEST AVAILABLE SCHEDULING AND SUBJECT TO
DELAY.
Back Of the contract
9. Valuation
(1) The amount of the actual loss or damage not exceeding sixty (60) cents per pounds times the actual weight (in pounds) of the shipment, or the lump sum declared value, whichever in greater; or
(2) The actual loss or damage not exceeding sixty (60) cents per pound of the weight of any lost or damaged article when the shipper has released the shipment to carrier, in writing, with liability limited to sixty (60) ends per pound per article.
(3) No carrier hereunder will carry or be liable in any way for any documents, special jewelry, rare stamps, coins, antiques or for any articles of extraordinary value not specifically rated in the published classifications or tariffs unless a special agreement to do so and a stipulated value of the articles are endorsed hereon
If you check it Industry Canada Website:
http://www.ic.gc.ca/eic/site/oca-bc.nsf/eng/ca02029.html
The Consumer Checklist for Choosing a Moving Company
What is replacement value protection?
Even with the best mover, you need to know how you can protect yourself:
First check with your insurance agent/broker to find out if your existing household policy provides coverage during the move, and if so, what is the deductible. Make sure that your policy provides you with no less than "All Risks" coverage, because any less coverage leaves you exposed.
Then check with the moving company for the cost of Replacement Value Protection. This means that the moving company agrees to be legally liable up to an amount that represents your estimate of the value of your property being moved. Often that amount is arrived at by multiplying each pound of weight of your shipment by $10.00 - but that is just a rule of thumb. Make sure that the total amount of declared valuation is enough to replace all of your furniture and personal effects. Make sure that you get Replacement Value Protection and NOT depreciated value only.
Ask the moving company for written material that explains how the Replacement Value Protection works.
Ask the moving company for information on how to make a claim, and what the time limit is for making a claim.
Identify the difference of liability between owner-packed versus mover-packed cartons and special care items (i.e. glass, marble, and other "at owner's risk" items that are not packed professionally).
If you don't buy Replacement Value Protection, the moving company is usually liable only up to 60 cents per pound of any article that may be destroyed or lost. (For a typical television set, that's about $30.)
Be sure you have adequate protection either through your own insurance policy or through the moving company's Replacement Value Protection.
Kind Regards
Eric L[redacted]
Initial Consumer Rebuttal /* (3000, 17, 2015/12/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
Regards,
[redacted]
Final Consumer Response /* (3000, 45, 2016/04/27) */
Direct Moving agreed to pay $200 to close the file and I agreed and sent my address to you in the prescribed form as requested: [redacted].
Nothing received from Direct Moving. Issue outstanding since the fall of 2015.
Please follow-up with Direct Moving. I would like to bring this horrible experience with Direct Moving to a close.
Thank you.
Regards,
[redacted]
Final Business Response /* (4000, 47, 2016/04/28) */
Hi,
We received his addresses and we will send to him today.
Regards
Eric L[redacted]
Dear [redacted], Customer claims that nobody explain to him about insurance deductible. In our contract first page with RED IMPRINT AND BIG LETTER very clearly states that $350.00 insurance deductible. It's impossible to not see it. All our...
customers when they book with us we explained to them we have just basic cargo insurance which is 60 cents per pound with $350.00 insurance deductible. If they don't buy any replacement insurance from 3rd partier insurance company, we can't do it anything. We are not an insurance company, we tell all our customers upfront : We are not an insurance company. Kind Regards [redacted]
Initial Business Response /* (1000, 5, 2016/02/06) */
Dear [redacted],
In moving business, 2 hours is delay is nothing. This is household goods, and this is not easy job. Sometimes previous customer is not ready, and affects to other one.
2nd, she has to prepare her personnel...
items and kitchen items herself. She didn't pay for full packing, if she pays for full packing we bring all the packing materials and pack it her shipments from A to Z.She never pay full packing. Divers and helpers can't take their shoes off, If something happen to their foot, insurance doesn't cover it. They can only put blankets etc. to floor that's it.
We have a basic cargo insurance which is 60 cents per pounds $350.00 insurance deductible paid by customer. She didn't buy any replacement insurance.
(The items she claims weights 400 lbs x0.60cent =$240.00)
$240.00- $350.00(insurance deductible) = -$110.00
Even though her case is not entitled to receive any refund;
We will send to her $100.00 cheque. ($350 deductable waive).
Kind Regards
[redacted]
Initial Consumer Rebuttal /* (2000, 14, 2016/03/14) */
[redacted] I will accept their offer of a $100 refund.[redacted]
Initial Business Response /* (1000, 11, 2015/08/10) */
Dear Mrs***
We did her delivery on July 17th.We id her delivery on timeAfter departure date it takes to business daysWe did her pick up on June 30th.Her shipment left from Toronto on July 05th.We did her delivery on
time(July,17th).Just we make happy to her, we will send to her a $cheque
Regards
Eric L***
Initial Consumer Rebuttal /* (3000, 13, 2015/08/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because our items were NOT delivered on time within the 10-business daysAs well a few of my *** family items were damaged ***Including a silver wear chest *** Another item damaged was my fireplace***The movers took it off the truck in the blanket it was wrapped in and that was the only thing folding it together...as soon as they removed the blanket, it was in a million pieces....*** Also, my bar that my husband made had a leg broken off of it as well!!!!
A $cheque will not even come close to the cost of replacing these items *** I believe that a more reasonable amount would be between $600-$
Complaint: ***
king wasting my time and go stand beside elevator " this is when I decided to pay instead of accepting verbal abuse-company knew the destination only have one elevator they could simple charge me instead of leaving my furniture outside my main complain is , why no one ever answer my complain from company ? why no one answered my emails and every time I called they just asked me to send email for legal purposes ?!!driver could take the furniture back to the storage and ask the company to deal with , but he decided to throw everything out
I am rejecting this response because:- I didn't refuse to pay , I asked the driver to bill me so I can pay it with credit card but he request the cash -the business didn't answer my two emails and follow up call after the incident, why ?-the driver's supervisor called the day before and the same day and he knew that the building only have one elevator and I can't lock only elevator after I said that his response was ok , no problem -if there was a problem from my side why they brought half the stuff up?-driver did ask me to to hold the elevator and I immediately said "sure" , and his respond was "then stop f
Sincerely,
*** ***
Dear ***
Mr*** claimed that we didn't do his delivery door to doorIt's very interesting that, he doesn't have elevator service key, our driver did his best tried to delivery his shipment.He did his best and delivered his shipmentIf customer doesn't
have an elevator service key, we have a charge, because you can't use that elevator during the deliveryAnd one hour delivery it takes hours ( other people keep using elevator, same time movers can't)He refused to pay elevator service key fee, after driver asked to him at least can you hold elevator, he said "No".Customer should understand that, pick up and delivery: He is responsible for parking area, elevator, elevator service key, long carryBasically he doesn't have elevator service key. This is not the way making money from moving company We can send to him a $cheque, this is the best we can do for him.Kind Regards*** ***
Dear ***, *** * ***, he is not our customer first thingHe kept calling our office, and disturb everyone in our office We explained to him, we have to talk with our driver and get report what's going onOur driver report to us, he didn't do it anything wrong and
that area under construction and lots of dump truck working that area all the time. Maybe one of dump truck they gave damage to grass areaWe sent our manager for inspectionYes, grass area on the sidewalk got damaged, and our inspector report that, area is under construction and lots of construction going on and many dump trucks still working that areWhat is this guys proof that our driver gave damage to grass area, did he take picture of our truck? Did he take licence plate of truck on the grass area? He kept calling our office, even we told him let us to check it what's going on. Kind Regards *** ***
Revdex.com:
dont worry about it anymore I give up fighting with these people nothing will come if it.Sincerely,
*** ***
Complaint: [redacted]I am rejecting this response because:Firstly I cannot go to '[redacted]' and just get any ordinary tv. Ours is a 55" ** 3D 4K smart TV top of the line. So they can go and price out the tv at the future shop/best buy where we purchased it. The movers packed our tv which also included the insurance on the tv which I paid extra for. I even called the office when the movers were there to confirm that the packing of our clothes and tv would be covered with the moving companies insurance as it was packed by them. Secondly, our african arts was brought by my wife from africa which cannot be found here. They were packed well but in the truck every box was strewn about and the movers are witnesses that the heavy boxes were packed on top of the light boxes. The movers themselves are the ones that told us to come inside the truck and see how it was packed. Thirdly, when the movers came to pick up our belongings we had our clothes in the garbage bags. They said they would put all clothes in wardrobe boxes for a fee and that covers any damages as they were the ones packing it, not us. So we also added that fee onto the moving bill along with the tv. When we received our clothes not one bag was in a wardrobe box.It still has not been recognized that our brand new christmas tree is still missing and our vase as well as the rest of the damages including the plates and glasses.I still have pictures of all of the damages.It is unfortunate that I also became a victim of this company as the people working for them (movers themselves) said that 'it would be a miracle to get any of our things back as this is not the first and wont be the last time" as previous people have had no success and Real Canada Wide Movers has always gotten away with it.Please help us with this issue and not let them get away with it like always.Sincerely,[redacted]
Complaint: [redacted]
Hi [redacted],Thank you very much for your kind initiate about our complaint # [redacted]. Really I am very much appreciated Revdex.com. Actually, their answer is not satisfactory. For your consideration, I am forwarding their email where they did not mention anything about $350.00 insurance deductible other than basic liability 60 cent/lbs. I have all the email correspondings if you want I can forward them to you that they never ever mentioned about the deductible amount. They did not even mention about the replacement insurance. If they mentioned I could have bought it the way I bought damage insurance for my sofa from Bricks ( if you want I can show the documents). Now I can not claim anything from Bricks as it was damaged by someone else. In this circumstance who is going to pay for my damage sofa? Therefore I would like to request you please go through their e-mail and see how they do the business without providing accurate information and taking the advantages. With best regards [redacted]
Initial Business Response /* (1000, 10, 2015/09/28) */
Dear Madam/Sir of Revdex.com,
I apologize for the delayed response regarding the Revdex.com complaint.
Regarding Miss [redacted] complaint please read over our side. As far as the information that we have here for [redacted] we booked her originally...
on July 6, 2015 witha $200.00 deposit for scheduled pick up in Ottawa, ON for July 28, 2015, and it was postponed for a later date of July 30, 2015. Ms [redacted] have emailed the company regarding this change and I have copied and pasted the email from [redacted] below.
From: [redacted] mailto:[redacted]
Sent: Tuesday, July 7, XXXX X:XX AM
To: Dora N[redacted]
Subject: RE: [redacted] - Moving quote
Good Morning Dora,
Please changing my pickup date to July 30th, as early as possible that day.
Thank you,
[redacted]
________________________________________
So without any problem we have re scheduled her without any questions or problem. [redacted] Also concluded that she has already booked her hotel because she will need to move out and rent a room to take care of her own matter and to have her car picked up at the hotel address she has provided. As far as the pickup for her household we didn't hear anything from her, neither a call or an email and so we have assumed that everything went well regarding her pickup.
From: [redacted] mailto:[redacted]
Sent: Tuesday, July 7, XXXX X:XX AM
To: Dora N[redacted]
Subject: RE: [redacted] - Moving quote
Morning Dora,
The address of the hotel is:
[redacted]
Please let me know when you have confirmed time of pick up for July 31st, from Janice, for my car.
Thank you,
[redacted]
________________________________________
From: [redacted]@realcanadawidemovingservices.com
To: [redacted]
Subject: RE: [redacted] - Moving quote
Date: Mon, 6 Jul 2015 13:16:39 -0600
Ok in able to do an early morning pick up we will need to book you asap. So if you can please get the address of your hotel so that we can schedule everything ahead of time. It will really help greatly for a chosen time.
If you have any questions please, free to call or e-mail me @X(XXX)XXX-XXXX anytime.
Kind Regards,
Regarding Ms [redacted] missing items, and broken things we have not received any email for the claims with pictures to this day. As far as the here say of negative behavior of the movers, we have not received an email or a phone call regarding this issue. So therefore we cannot address this matter.
We are Real Canada Wide Moving Inc, strive to do our best to resolve any complaints or problems with all of our valued customer. If Ms. [redacted] would like this matter resolved, please send us the summary of her missings, broken items with pictures to [redacted]@realcanadawidemovingservices.com.
Best Regards,
Real Canada Wide management
Initial Consumer Rebuttal /* (3000, 17, 2015/12/07) */
They did not address my issue. They lied and said they did not receive my email. I have called this company since August 2015 and finally got a hold of the manager on December the 5!!! Who sounded exactly like the driver [redacted]He told me that no one sent an email to claim the items so they burned them after a month!!! [redacted] I did send an email and a fwd him the email with the dates and time again to prove to him what was sent.
Also...yes I changed the drop off time of furniture to be dropped of in Edmonton. I take full acknowledgement for that. How ever, I did not change pick up date in Ottawa. Your company did not show up nor did they call to say they would not be there. [redacted]
Dear Manager at Real Canada Wide Moving,
I spoke with you on Saturday regrading my email and numerous calls and messages I have made to your company and no one has addressed them. It was by the luck of God that you happened to answer on Saturday December 5, 2015 after all this time.
Below is the email I did send that you said you did not receive. Please address this matter.
Thank you kindly,
[redacted]
From: [redacted]
Date: August 15, 2015 at 3:55:23 PM MDT
To: [redacted]@realcanadawidemovingservices.com
Subject: Missing items! Not delivered. Horrible Service from driver
To whom it may concern:
Today your company delivered my items to [redacted] in Edmonton, ON from Ottawa, ON. When everything was completed I noticed a few items were missing. I asked the driver where my black suitcases were as well as my double [redacted] mattress. He told me everything was in the basement.....that is where I had the stuff delivered to. I did not need them to put anything anywhere else but the basement of the house so it is very easy to see what is all there and I couldn't find them anywhere in the basement. These are not small items that are hard to find. The driver told me to check once again, so I said "okay please wait while I see." I was literally gone for 2 minutes and he ran to his truck and drove away. [redacted]
I am missing a double mattress and a set of black duffle bags full of boys and girls clothing sized 4t, 6 and 12. All my dinner plates are smashed. I had a set of 16. I have 6 left. $600 worth of items.
If someone from your company can address this matter as soon as possible I would appreciate it greatly.
Kind regards,
[redacted]
Sent from my [redacted]
Final Consumer Response /* (2000, 20, 2015/12/17) */
[redacted]
8:59 AM (42 minutes ago)
to me
That's fair. I will accept their offer. It's great that we can review the case again if they don't send the cheque. Thank you for all your help.
[redacted]
Initial Business Response /* (1000, 10, 2015/07/02) */
Dear [redacted]
I never see like this case in my life. This customer didn't have money many months and he didn't pay his balance. We called him and asked to him money, he is playing around. Can you imagine that he didn't pay it and...
he went Revdex.com?? I told him even I give $60.00 storage but you have to pay your balance first still he doesn't care. If wants to rescale we do that for sure but we need to get payment a. How many moths we wait? We will start collection process and report to credit bureau. Since October 2014 we wait payment. [redacted]
Regards
[redacted]
Initial Business Response /* (1000, 5, 2016/05/06) */
[redacted]
Yes [redacted], moved with us between 2012 to 2013. After 3 years later customers, asked invoice from us. Our original contract we have GST number on it and they lost it. Now even customer didn't know that how much...
he paid veen they didn't know that. They said around $7000. If they give us exactly how much they pay, we try to help them for sure.
Kind Regards
Eric
Initial Consumer Rebuttal /* (3000, 7, 2016/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In my complaint I outlined the exact amount paid and the dates of the move. The total amount as originally stated was $5750.85 which was paid by two credit card payments, one in the amount of $3000 and one in the amount of $2750.85. At the time of delivery, we were provided with the list of items delivered but no receipt for payment as the amount had been paid prior to the delivery. The delivery happened on February 21st 2013.
Final Business Response /* (4000, 12, 2016/06/03) */
[redacted]
We found original contract and sent to them their invoice by e-mail. (Total $4457.25)
Regards
Eric L[redacted]
Dear [redacted] , I have pictures how customers packed their shipments with plastic garbage bags, is not good. When you use plastic garbage bags for your shipment , after you blamed the moving company? It's not realistic. Why customers didn't use boxes and protect their...
very important things? They claimed that their TV broken, and it's a $3000 TV . When we delivered their tv nothing wrong (same condition when we picked up). $3000 TV ? If you go check it [redacted] etc, you see 50 inch TV $699.00 (smart tv). If she has very expensive items and TV why she didn't buy any replacement insurance from private insurance companies, or home insurance companies?We have a basic cargo insurance, which is 60 cents per pounds with $350.00 insurance deductible. We did our best for her claim, and waived $350 insurance deductible and offer to her $200.00. Kind Regards [redacted]
Initial Business Response /* (1000, 10, 2016/04/11) */
Dear [redacted],
In the contract unfortunately customer didn't buy the extra insurance when this is the case; the shipment then travels under a standard liability.
The insurance Real Canada Wide Moving carries is a basic...
standard liability. This insurance pays out at 60 cents per pound, with a $350 deductible, to be paid by the customer.
(The item you claim weights 200 lbs x 0.60cent =$120.00)
$120- $350.00(insurance deductible) = -$240.00
It is always important for us to leave satisfied customers behind us and we do really want to resolve this issue for you, Even though his case is not entitled to receive any refund;
We will send you $650.00 ($350 deductable waive). This is our best we can do for him. We are not an insurance company.
From [redacted] he can buy new tv (same size) $450.00.
As you see we have basic cargo insurance 60 cents per pounds with $350.00 insurance deductible.
Please, send to us customers's mailing addresses and we will mail to him $650.00 cheque.
If you look at the front of the contract
Terms and Conditions
1) IF THE CLIENT HAS NOT DECLARED AN INSURANCE VALUE, THE LIABILITY OF THE CARRIER IS 60¢/LB. PER ARTICLE. 2) CARRIER IS NOT
RESPONSIBLE FOR PRESSWOOD FURNITURE IF NOT DISMANTLED BY THE SHIPPER. 3) ITEMS PACKED BY THE OWNER WILL NOT BE COVERED
FOR DAMAGES. 4) INSURANCE COVER FOR LOSS OF ITEMS (DEPRECIATED VALUE) AND DAMAGES TO FURNITURE ITEMS WILL BE REPAIRED
BEFORE BEING REPLACED. 5) THE CARRIER IS NOT RESPONSIBLE FOR GLASS AND MARBLE NOT PROFESSIONALLY PACKED AND UNPACKED. 6)
CHARGES WILL APPLY FOR FLIGHTS OF STAIRS AT PICK UP AND/OR DELIVERY ON A 'PER WEIGHT' BASIS UNLESS OTHERWISE INDICATED. IT IS
THE RESPONSIBILITY OF CUSTOMERS TO PRESENT THE ISSUE OF STAIRS AT THE TIME OF BOOKING. 7) IF ACCESS TO DELIVERY IS MORE THAN
100 FEET AWAY 5¢/LB ADDITIONALLY WILL BE CHARGED. 8) CARRIER WILL NOT BE RESPONSIBLE FOR INVENTERIOR WORKING OF ELECTRICAL
EQUIPMENT OR INTERIOR OF PIANOS. 9) THE CUSTOMER IS RESPONSIBLE TO CHECK EACH ITEM ON THE TAG AND LIST WHEN THE DRIVER IS
DELIVERING. 10) UNDER 2000 lbs. MINIMUM WEIGHT 500 lbs. CHARGE $450 WILL APPLY . 11) BOTH PARTS AGREE TO SIGN THIS CONTRACT IN
ENGLISH. 12) STAIR CHARGES WILL APPLY IN BUILDINGS WITHOUT ELEVATORS. 13) IF THE DRIVER IS UNABLE TO PERFORM PICKUP OR
DELIVERY DUE TO LACK OF PAYMENT, CUSTOMER ABSENCE OR OTHER DELAYS, 15% OF THE TOTAL WEIGHT CHARGES AND ANY
APPLICABLE CHARGES WILL APPLY. AS WELL, DELIVERY WILL TAKE PLACE AT OUR EARLIEST AVAILABLE SCHEDULING AND SUBJECT TO
DELAY.
Back Of the contract
9. Valuation
(1) The amount of the actual loss or damage not exceeding sixty (60) cents per pounds times the actual weight (in pounds) of the shipment, or the lump sum declared value, whichever in greater; or
(2) The actual loss or damage not exceeding sixty (60) cents per pound of the weight of any lost or damaged article when the shipper has released the shipment to carrier, in writing, with liability limited to sixty (60) ends per pound per article.
(3) No carrier hereunder will carry or be liable in any way for any documents, special jewelry, rare stamps, coins, antiques or for any articles of extraordinary value not specifically rated in the published classifications or tariffs unless a special agreement to do so and a stipulated value of the articles are endorsed hereon
If you check it Industry Canada Website:
http://www.ic.gc.ca/eic/site/oca-bc.nsf/eng/ca02029.html
The Consumer Checklist for Choosing a Moving Company
What is replacement value protection?
Even with the best mover, you need to know how you can protect yourself:
First check with your insurance agent/broker to find out if your existing household policy provides coverage during the move, and if so, what is the deductible. Make sure that your policy provides you with no less than "All Risks" coverage, because any less coverage leaves you exposed.
Then check with the moving company for the cost of Replacement Value Protection. This means that the moving company agrees to be legally liable up to an amount that represents your estimate of the value of your property being moved. Often that amount is arrived at by multiplying each pound of weight of your shipment by $10.00 - but that is just a rule of thumb. Make sure that the total amount of declared valuation is enough to replace all of your furniture and personal effects. Make sure that you get Replacement Value Protection and NOT depreciated value only.
Ask the moving company for written material that explains how the Replacement Value Protection works.
Ask the moving company for information on how to make a claim, and what the time limit is for making a claim.
Identify the difference of liability between owner-packed versus mover-packed cartons and special care items (i.e. glass, marble, and other "at owner's risk" items that are not packed professionally).
If you don't buy Replacement Value Protection, the moving company is usually liable only up to 60 cents per pound of any article that may be destroyed or lost. (For a typical television set, that's about $30.)
Be sure you have adequate protection either through your own insurance policy or through the moving company's Replacement Value Protection.
Kind Regards
Eric L[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2016/04/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
#1 - TV pack ($75) and wardrobe carton ($25) were charges that should not have been made. Esp if a $75 charge to wrap a TV doesn't cover the cost of replacement if the TV if damaged.
#2 - the majority of the shipment was damaged. Not just the TV.
Piano legs and key cover nobs, both shelves either broken or missing pieces, tv stand scratched to the bare metal, gun case (not counting items inside as per inventory) rubbed to the bare metal, vanity table completely missing, buffet scratched to pieces, all the bedroom furniture destroyed, every box smashed to pieces (charged to pack 4x 4 cubic foot boxes) plus damage to the walls in my home. Not to mention the mess the movers left in my yard. And no effort made to recover items that were left here that are NOT mine.
#3 - I was not offered additional insurance, therefore not given a chance to decline.
Initial Business Response /* (1000, 5, 2016/05/06) */
Dear[redacted]
Yes [redacted] moved with us. During his delivery, we got difficulties to find ferry (for semi trailer ) to go Salt Spring Island. We gave to them $400.00 discount and they got their shipment from Victoria, BC. After that...
they mentioned that they have a small cabinet missing. We found her cabinet, we told them we can bring to Victoria, BC, and they can get from our truck, they refused.
Now we try to find some solution ( [redacted] and we let them know.
Kind Regards
Eric L[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/05/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company NEVER once offered to look into shipping it to our house directly. That is all I'm asking and I want it as soon as possible since this has taken way too long already. A discount in price was reasonable for the original move but it is not possible a second time. There is ferries going to Salt Spring all the time and I see other large moving companies all the time making deliveries. [redacted]
Initial Business Response /* (1000, 14, 2015/12/15) */
Dear [redacted],
Yes Doug A[redacted], he moved with us.
First we never say to customer just pay cash!!! Our Payment terms on the contract and very clear: Money Order, Certificate Cheque, Bank Draft or Cash.It's very...
simple.
Customer said that he has late delivery, actually we did delivery on time. His shipment coming from Victoria,BC to Calgary,AB. From Victoria Island it takes 10 business days to arrive Calgary after departure date from Vancouver,BC.
Customer claim that he has damaged items, unfortunately the customer didn't buy replacement insurance.
In the contract unfortunately you didn't buy the extra insurance when this is the case; the shipment then travels under a standard liability.
The insurance Real Canada Wide Moving Services Inc. carries is a basic standard liability. This insurance pays out at 60 cents per pound, with a $350 deductible, to be paid by the customer.
(The item customer claims weights 300 lbs x.60 =$180.00)
($180.00-$350.00 (insurance deductible) = -$170.00
It is always important for us to leave satisfied customers behind us and we do really want to resolve this issue for our customer, Even though his case is not entitled to receive any refund; we will send you ($150.00) ($350 deductable waive) = ($ 150.00 cheque.)
Please, send to us his mailing addresses and we will mail to him a $150.00 cheque.
If you look at the front of the contract
Terms and Conditions
1) IF THE CLIENT HAS NOT DECLARED AN INSURANCE VALUE, THE LIABILITY OF THE CARRIER IS 60¢/LB. PER ARTICLE. 2) CARRIER IS NOT
RESPONSIBLE FOR PRESSWOOD FURNITURE IF NOT DISMANTLED BY THE SHIPPER. 3) ITEMS PACKED BY THE OWNER WILL NOT BE COVERED
FOR DAMAGES. 4) INSURANCE COVER FOR LOSS OF ITEMS (DEPRECIATED VALUE) AND DAMAGES TO FURNITURE ITEMS WILL BE REPAIRED
BEFORE BEING REPLACED. 5) THE CARRIER IS NOT RESPONSIBLE FOR GLASS AND MARBLE NOT PROFESSIONALLY PACKED AND UNPACKED. 6)
CHARGES WILL APPLY FOR FLIGHTS OF STAIRS AT PICK UP AND/OR DELIVERY ON A 'PER WEIGHT' BASIS UNLESS OTHERWISE INDICATED. IT IS
THE RESPONSIBILITY OF CUSTOMERS TO PRESENT THE ISSUE OF STAIRS AT THE TIME OF BOOKING. 7) IF ACCESS TO DELIVERY IS MORE THAN
100 FEET AWAY 5¢/LB ADDITIONALLY WILL BE CHARGED. 8) CARRIER WILL NOT BE RESPONSIBLE FOR INVENTERIOR WORKING OF ELECTRICAL
EQUIPMENT OR INTERIOR OF PIANOS. 9) THE CUSTOMER IS RESPONSIBLE TO CHECK EACH ITEM ON THE TAG AND LIST WHEN THE DRIVER IS
DELIVERING. 10) UNDER 2000 lbs. MINIMUM WEIGHT 500 lbs. CHARGE $450 WILL APPLY . 11) BOTH PARTS AGREE TO SIGN THIS CONTRACT IN
ENGLISH. 12) STAIR CHARGES WILL APPLY IN BUILDINGS WITHOUT ELEVATORS. 13) IF THE DRIVER IS UNABLE TO PERFORM PICKUP OR
DELIVERY DUE TO LACK OF PAYMENT, CUSTOMER ABSENCE OR OTHER DELAYS, 15% OF THE TOTAL WEIGHT CHARGES AND ANY
APPLICABLE CHARGES WILL APPLY. AS WELL, DELIVERY WILL TAKE PLACE AT OUR EARLIEST AVAILABLE SCHEDULING AND SUBJECT TO
DELAY.
Back Of the contract
9. Valuation
(1) The amount of the actual loss or damage not exceeding sixty (60) cents per pounds times the actual weight (in pounds) of the shipment, or the lump sum declared value, whichever in greater; or
(2) The actual loss or damage not exceeding sixty (60) cents per pound of the weight of any lost or damaged article when the shipper has released the shipment to carrier, in writing, with liability limited to sixty (60) ends per pound per article.
(3) No carrier hereunder will carry or be liable in any way for any documents, special jewelry, rare stamps, coins, antiques or for any articles of extraordinary value not specifically rated in the published classifications or tariffs unless a special agreement to do so and a stipulated value of the articles are endorsed hereon
If you check it Industry Canada Website:
http://www.ic.gc.ca/eic/site/oca-bc.nsf/eng/ca02029.html
The Consumer Checklist for Choosing a Moving Company
What is replacement value protection?
Even with the best mover, you need to know how you can protect yourself:
First check with your insurance agent/broker to find out if your existing household policy provides coverage during the move, and if so, what is the deductible. Make sure that your policy provides you with no less than "All Risks" coverage, because any less coverage leaves you exposed.
Then check with the moving company for the cost of Replacement Value Protection. This means that the moving company agrees to be legally liable up to an amount that represents your estimate of the value of your property being moved. Often that amount is arrived at by multiplying each pound of weight of your shipment by $10.00 - but that is just a rule of thumb. Make sure that the total amount of declared valuation is enough to replace all of your furniture and personal effects. Make sure that you get Replacement Value Protection and NOT depreciated value only.
Ask the moving company for written material that explains how the Replacement Value Protection works.
Ask the moving company for information on how to make a claim, and what the time limit is for making a claim.
Identify the difference of liability between owner-packed versus mover-packed cartons and special care items (i.e. glass, marble, and other "at owner's risk" items that are not packed professionally).
If you don't buy Replacement Value Protection, the moving company is usually liable only up to 60 cents per pound of any article that may be destroyed or lost. (For a typical television set, that's about $30.)
Be sure you have adequate protection either through your own insurance policy or through the moving company's Replacement Value Protection.
Kind Regards
Eric L[redacted]
Initial Consumer Rebuttal /* (3000, 17, 2015/12/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
Regards,
[redacted]
Final Consumer Response /* (3000, 45, 2016/04/27) */
Direct Moving agreed to pay $200 to close the file and I agreed and sent my address to you in the prescribed form as requested: [redacted].
Nothing received from Direct Moving. Issue outstanding since the fall of 2015.
Please follow-up with Direct Moving. I would like to bring this horrible experience with Direct Moving to a close.
Thank you.
Regards,
[redacted]
Final Business Response /* (4000, 47, 2016/04/28) */
Hi,
We received his addresses and we will send to him today.
Regards
Eric L[redacted]
Dear [redacted], Customer claims that nobody explain to him about insurance deductible. In our contract first page with RED IMPRINT AND BIG LETTER very clearly states that $350.00 insurance deductible. It's impossible to not see it. All our...
customers when they book with us we explained to them we have just basic cargo insurance which is 60 cents per pound with $350.00 insurance deductible. If they don't buy any replacement insurance from 3rd partier insurance company, we can't do it anything. We are not an insurance company, we tell all our customers upfront : We are not an insurance company. Kind Regards [redacted]
Initial Business Response /* (1000, 5, 2016/02/06) */
Dear [redacted],
In moving business, 2 hours is delay is nothing. This is household goods, and this is not easy job. Sometimes previous customer is not ready, and affects to other one.
2nd, she has to prepare her personnel...
items and kitchen items herself. She didn't pay for full packing, if she pays for full packing we bring all the packing materials and pack it her shipments from A to Z.She never pay full packing. Divers and helpers can't take their shoes off, If something happen to their foot, insurance doesn't cover it. They can only put blankets etc. to floor that's it.
We have a basic cargo insurance which is 60 cents per pounds $350.00 insurance deductible paid by customer. She didn't buy any replacement insurance.
(The items she claims weights 400 lbs x0.60cent =$240.00)
$240.00- $350.00(insurance deductible) = -$110.00
Even though her case is not entitled to receive any refund;
We will send to her $100.00 cheque. ($350 deductable waive).
Kind Regards
[redacted]
Initial Consumer Rebuttal /* (2000, 14, 2016/03/14) */
[redacted] I will accept their offer of a $100 refund.[redacted]