Sheffield Moving and Storage Reviews (%countItem)
Sheffield Moving and Storage Rating
Address: 847 Highbury Ave N., Bldg 11, London, Ontario, Canada, N5Y 5B8
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We have just completed an international move from Toronto to the US. We are very happy with the service we received. From the time an agent coming for an estimation, communication with the office, finalizing the schedule, to loading and delivery, all the people involved were professional, friendly and effective***, the driver, kept good communication with us all the time, and he is someone you'd like to work with.
Hi ***
Thank you for the very kind words. It was our pleasure.
Please feel free to reach out in the future I we can be of service once again.
Best regards,
The Sheffield Team
. They lost the centre piece of my expensive EQ3 bed and would consistently not reply to my calls or emails when I was asking for them to find it. It took them 3 months to get back to me and they ended up finding an unprofessional handy man who built a temporary piece to replace the lost part of my bed, which didn't even fit the proper dimensions to my bed. And when I tried to get in contact with them for assistance, there was no reply.
Paid for international move. Paid for all unpacking and disposal of material (boxes) at destination. Movers at destination did not unpack or dispose.
We hired Sheffield/Allied for an international move to Israel from London Ontario that included all unpacking of boxes at destination and disposal of boxes. The exact contract terms are: Unloading, unpacking and removal of packing materials. Since we have moved internationally twice before, it was important to me so I made sure that ALL my belongings would be taken out of their boxes (this is to ensure that I know if anything was lost) and all boxes be disposedl of as we had a 40 foot container, and we did not want to get stuck with that amount of boxes. In addition, as the move was to Israel, I had been told from family friends that some local firms in Israel did not unpack or dispose. As a precaution, I called *** at Sheffield/Allied to ensure that all our belongings would be unpacked and boxes removed on the date of the delivery to our final residence. He assured me that Sheffield/Allied is a top rated Revdex.com company, that the service is all inclusive and that all materials and unpacking is part of the contract and fee structure. He told me that Shieffield is an Allied company and operated at the highest standards. That is why, given the amount of estimates we had from other firms, we chose to go with Sheffield/Allied. It's high Revdex.com ratings and the written and oral contract terms specifying that all would be unpacked and boxes disposed of. When the local movers came, they delivered the boxes to our house by putting them down, unpacked on the floor of my house and left. They refused to open any of the boxes nor dispose of them. When we spoke to their manager, he told us that he had a separate contract with Sheffield/Allied and that Sheffield/Allied did not pay for the service to unpack and dispose of boxes, and he refused to do it. We immediately emailed *** who responded on July 27th that he was disappointed with the poor service we were receiving and would look into it. Since then, I have sent two more emails asking for the status and requesting that we get help with removing the sheer volume of boxes that were in our driveway and backyard. I even asked him for a number to call to Allied corporate directly, but he has been unresponsive. We have spent the last 3 weeks unpacking ourselves, breaking boxes and attempting to dispose of the hundreds of boxes in our backyard. We paid for this service and we made sure that we would not be stuck in a foreign country with this level of waste. I expect at this point for financial compensation by Sheffield/Allied especially since they demanded full payment before the container left for Israel. This payment included unpacking and disposal and this was not done.
We had initially asked *** to send someone to get the boxes that WE unpacked, even though this was part of our contract. Three weeks later, there's been no response and we are in the process of doing it ourselves. Since we paid Sheffield/Allied $15K for the move, we are in no position to pay another firm to do what they did not. We would like $5k back as a refund for unperformed work. We figure there were 3 parts to the service: packing, delivery, and unpacking/disposal and they did not perform the third part ($15k divided by 3 is $5K). The service contract did not specify how each part is broken down. In addition our time, which we had to take off from work, is also valuable. Finally, the lack of response and leaving us stranded in a brand new country without the knowledge required to deal with that amount of waste - which we had conveyed to *** as important to us and the reason we were choosing their firm- was disappointing and emotionally stressful.
Thank you for providing us with the opportunity to respond to the complaint detailed in Case #XXXXXXX. Sheffield Moving, like most other reputable moving companies, does not have branches in international destinations. Rather, we register and coordinate international moves through a van line network which includes companies in international destinations. Our network, Allied International, prides itself in offering complete door to door services as standard practice, which is one of the reasons that we are a member of that particular network.
However, in following up with Allied to determine why the service failure occurred in this particular instance, we were advised that their coordinator was not aware that the moving company in Israel did not include unpack services in the tariff rates they provided Allied. It was an honest mistake as it is not standard practice for unpack services to be excluded from tariffs provided on international moves, so the assumption was made that the tariff provided included these services.
When Allied followed up with the destination agent in Israel, they acknowledged their oversight in providing Allied with tariff rates including full destination services, and went on to advise that they took the following steps to mitigate their misstep on the unpacking by:
1. Delivering the goods that cleared customs on Thursday, on the next day (Friday) irrespective of the fact that they normally do not work on Fridays and Saturdays, with no extra charges for special after hours service. They absorbed the additional overtime labour costs themselves.
2. Offering unpack services on another day, since they could only provide labour until 14:00 hours on Friday. The moving agent in Israel indicated that this compromise was refused by the husband.
3. Offering to pick up the debris after the customer completed the unpacking on their own. The moving agent in Israel indicated that this compromise was refused by the husband.
Our van line network has acknowledged its oversight and is willing to offer the customer fair compensation for the services promised but not delivered. Reasonable compensation would not be 1/3 of the entire move cost as, in reality, the costs charged to the customer did not include unpack and debris removal, nor the provision of labour services on Friday. There are more cost components to an international move beyond packing, delivery, unpacking and disposal. There is also drayage to/from ports, terminal handling, ocean freight and customs clearance, which account for the largest portion of the relocation costs.
Notwithstanding the fact that the customer refused unpacking and debris removal when offered, Allied has indicated that it would, in recognition of the inconvenience to the customer arising from their unfortunate and unintentional oversight, offer a refund in keeping with the anticipated services that were not provided.
In order to ensure that a similar situation does not arise in the future, Allied has assured us that the Israel agent's tariff has been removed from Allied's system given that Allied prides itself in offering complete door to door service. Allied has assured us that they are just as disappointed as Sheffield and the customer with the unfortunate failure to deliver the services that were expected by both the customer and Sheffield Moving.
(The consumer indicated he/she DID NOT accept the response from the business.)
I can provide the email that I sent to ***,
our Allied contact in Canada, which we sent as soon
as we were told by Allied's agent in Israel that he
would not unpack or remove debris (the day of the
actual local delivery - dated July 27, 2018). In the
email, we alerted *** to the situation - that the local
movers would not unpack and remove debris -and
we politely requested that the local agent return
and finish the job. I can provide written
documentation that we not
only did not refuse further service but actually
requested it. We then followed up with 2 more
emails to *** which went unanswered. We never
refused further service. The local agent refused
to provide the service because he said he wasn't
paid for it as acknowledged by the company's
response to this complaint.
Regarding the overtime charge, we do not believe
that there were overtime charges as many people
work on Friday. However, what is missing from the
response is WHY the local agent agreed to come on
Friday. Our shipment was removed from our house
in Canada in early June and we slept in sleeping
bags in order to ensure that the shipment would
arrive in early to mid July. When we got to Israel
on July 2nd, we were told by the local agent that
the our belongings sat in Montreal until the end of
June.
Our belongings came to us over 2 weeks after the
maximum range promised us by Allied. In other
words,
we shipped our belongings earlier at a personal
inconvenience to ensure that we
would have them in Israel by mid July at the very
latest but were told that early July was a real
possibility. Instead our shipment arrived 2 weeks
past the promised deadline.
The delivery of our belongings is something that
we paid for, so it seems ridiculous to us that the
local agent is actually suggesting that he did us a
favour by not delaying it even further!
We do not accept the compromise of $437. We do
not understand how Allied calculated this cost. We
hired your firm because of your reputation and
because you promised full service. Other firms,
that did not provide the full service (which is what
we ended up receiving) had a lower quote by
3 to 4 thousand dollars.
We spent DAYS unpacking our belongings, breaking
boxes and working with the local municipality to
remove the debris. It is insulting to us that after
paying your firm $15,000 for full service, you think
our time, effort, inconvenience and aggravation is
worth so little.
I have confirmed that Israeli labour laws allow for employers to offer a 5 day or a 6 day work schedule, and if a 6 day schedule, work only to noon on Friday is allowed. The reason our agent delivered the goods on Friday was that they understood that you were eager to receive the container at the earliest possible date and their management agreed to deliver on Friday without overtime rates to apply, to satisfy you. This seems to be in-line with what I am to understand to be your concerns regarding what you deemed to be a 2 week delay in delivery. The shipment was not in fact late. In our letter dated May 2nd, we advised the estimated door to door transit time was 38-70 days. Once that timeframe was known, between you and our consultant, you decided to have your goods loaded on June 8th which is included in the revised quote of May 23rd. Our consultant again indicated the door to door transit time was 38-70 days. Based on this transit schedule, the earliest date was to be July 16th and the latest August 17th. The shipment delivered to you on July 27th, day #49. The destination agent certainly could have delivered your goods the following week and still would have been well within the timeframe which you agreed to when booking your move with us. To be fair, sleeping in a sleeping bag at origin was entirely your decision based on the dates we told you your goods would be in transit. Unfortunately, we do not control the steamship line's schedule and it is entirely possible your goods sat in Montreal for 2 weeks as you stated. There is no steamship line that guarantees their transit times and always state that their schedules are "subject to change without notice" That is why we need to provide a lengthy transit window. I understand that our consultant provided you with a preliminary schedule as provided by ***, and that schedule had the ship sailing from Montreal on June 15th, which was a week from your load date. I believe the sailing was one week later, hence the 2 weeks in Montreal. One week planned for, and one week delayed. The original estimated date of arrival in Israel was to be July 10th to the port. Once the ship arrived, it needed to be unloaded (for days) shipped in land, cleared customs etc before being delivered to you. As I previously stated, July 27th was well within the date parameters we provided, and on which you decided to go ahead with.
Having said all of this, I certainly understand your frustration with the whole situation. I do respect that you were inconvenienced and that you should be compensated for the work not performed. The original offer was not meant to insult you, rather it was meant to compensate you the cost of the service that was not performed. I have confirmed that the original offer from Allied was in-line with rates customarily paid to movers around the world for unpacking and debris removal services. As I indicated previously, it is unreasonable to expect a refund of $5000 given that the majority of costs on your move, were all incurred prior to arrival at your new home.
Very efficient in resolving issues. Crews both from pickup and delivery are courteous, friendly, and efficient. I have moved a number of times and this is the best company I've ever used.