True Maple Moving

I booked a moving service a few weeks beforw move date and paidna deposit of $200. I kept asking for the time for the move and was told it would be confirmed a day before the move. Unfortunately, the time of the day I was told couldn't work and they refused to refund my deposit.

I'll start by saying that my partner and I count ourselves lucky. We did receive our stuff and nothing was broken. It was clear that little care was given to boxes nor any furniture and there are significant scuffs and scratches on custom-made pieces of furniture. After learning more about these moving companies, the scuffs are my fault for not wrapping absolutely every single surface and letting the movers wrap/pack the larger pieces. I've learned my lesson. I firmly believe that the reason nothing arrived broken is because I've read the horror stories about moving companies and anything that was remotely breakable or valuable I wrapped the absolutely crap out of.

Now the reason for 2 stars.

We promptly received a quote to our email from Emily K. She was helpful on the phone when we called. She was pleasant and prompt. We booked our time, paid our deposit. All seemed in place. Then silence. I called to confirm our pickup date, and suddenly the ever-helpful "Emily" was no where to be found. Finally got someone else from True Maple on the phone and they told me that Emily no longer works there. Hmmm. Convenient. (*I submitted for a new quote recently with True Maple and got a hold of "Emily" again. ***).

Movers in Vancouver came to pick up our stuff. 4 hours late. They were respectful enough however charged us $300 for "packing fees" and matress covers. This was unfortunate as we had asked very detailed questions to Emily about the packing process, what was included, what was not. She specifically said that mattress covers and packaging of all furniture was included. Apparently not. The Vancouver movers demanded cash. This was our next bad omen. It was 10 PM at night and they had all our stuff on the truck. We had no choice but to pay it.

Our delivery date was pushed back by a week on three separate occasions. Very inconvenient. When we'd call to ask, the people on the phone often escalated the tone of the conversation almost instantly and were very hostile ***. All we were doing was calling for an update as our stuff was already three weeks past the original delivery date. At one point they screamed back that they weren't going to deliver our stuff Quebec anymore and that we could come pick it up from them in Mississauga.

At this point, we received a invoice for 2.5 times our quoted price. I do recognize that our final weight was probably more than we originally thought and were quoted on, but there is no way you're going to get a legit way-bill from these people to prove the weight that they're charging you for. When we asked to pay our bill when they arrived with our stuff, again the screaming started.

We called OPP and they must have contacted the company on our behalf without mentioning us because the next day True Maple contacts us and the tone was all of a sudden pleasant and they informed us that they "found" a slot to bring us our stuff in 2 days. While happy to be getting our delivery, that was wildly convenient timing. This employee was pleasant. We asked again to confirm the charges upon delivery as we had been unexpectedly charged cash upon pickup. We explain in great detail our apartment, how many stairs, the streets.... We were informed that there was absolutely no chance of being charged additional fees upon delivery. ***

Movers arrive. One of them pees on our driveway. Thanks.
And right on cue, another $450 charge for the stairs after we had specifically explained all of this to True Maple just 2 days earlier. They again wanted cash and were very visibly upset when I said I would only pay by certified check. We stuck to our guns and paid by check.

When we called True Maple to ask about these additional charges, again their tone escalated way too quickly. We explained what we had been told earlier by the gentleman that was being helpful, mentioned him by name and when we asked to speak with him, they said he no longer works there anymore. Convenient.

Our goods were essentially being held hostage and paid the money.

Also, True Maple added the packing fees at time of pickup onto our bill even after we had sent them proof of payment that we had already paid this. They were not happy when we said that we'd be deducting this from our total.

Essentially, what we learned through this process is that every single part of the chain is contracted separately. The result is that it's way too easy to do a bad job, and then blame another part of the chain and shirk your responsibility.

Lessons: Get everything in writing. Expect to pay double (at best). Don't pay anything in cash. Put a GPS tracker in one of our boxes so that you a least know where your stuff is. Bubble wrap, bubble wrap again, place breakables in a box and then suspend box in another box with padding because every box will be thrown around like a football.

After taking deposit it was all *** from there. They did pick up my stuff on the agreed date, although 3hrs late. That is the only good part of the trip. Took almost 2 months to get my stuff even thought they promised a certain date. They refused to give wiegh bills for stuff and would not pay till unloaded. *** damaged furniture. ***. Police have been contacted and so has a lawyer. It seems this will be the only way to resolve my issues is to have them charged

I booked my move from USA Connecticut to Mississauga Ontario with True Maple Moving in Mississauga. They were on time and on schedule to pickup the items (two bed apartment). Riza was very helpful, courteous and professional and made the move convenient for us. Today we received our items in order and good condition and they provided excellent service right on schedule and on time which was provided at the time of move order. Suleman who delivered the items was very nice guy and helped extra ordinary to his service. I rate them best and they fulfilled their terms and service in best way.

I booked for a 11 Jan 2020 move from Edmonton to Halifax. Paid $200 deposit via Interac. Emily, the contact person promised me that they will call me a day before the truck comes for my stuff. That never happened. I was forced to put my stuff in storage. To date I have never heard from them. I am looking for an alternative. ***. All they need is the $200 deposit.

I was looking for a reliable company to bringing my items from Calgary to Maple Ridge. I found them via online advertisement and paid 200 CAD around 13 of May 2019 and *** (the employee and who booked for me) told me your items pick up at 25 of May and send it to you between two to four weeks. They had more than one week delay for picking my items. I called her for cancelling and she promised me to manage it, finally, they came for pick up. After one month I asked *** about the date of receiving my items and she told me around one week they will come. After one week she did not answer my calls and also my email properly. I called them via the number that I found on the website (X XXX XXX XXXX) and the guy told me we will deliver to you between 7 to 10 business days. After around 7 business days I received an email from *** (accountant) with my invoice and she asked me to pay the rest of the money. I replied to her to clear the delivery date before paying the money and she answered: "do not ask me about the date and time". I called *** and she told me in some few days after you pay, your items will come. Anyway, I paid 838.98 CAD on 22 of July ,*** another accountant confirmed it. I was waiting for two business days. I followed up again and the guy told me next week they will come.
Anyway Today (1 of Aug) I called again and the guy told me they will come in in next 7 to 10 business day. I asked him to contact me to the manager and after four-time struggle, finally I talked to ***. He told me I am the manager of the company and your items will come around 20 of Aug!!!!
I explained to him you are behind of your promise and I really need them, please give an official letter or email about the final date and he told me No I CAN NOT. I told him I complain against you and your company

On May 15 I hired this company by email for Moving from Calgary, AB to British Columbia on July 30 and was given a pick-up time 10:00am. I paid $200 security deposit and got a confirmation. On July 4 I updated *** by email with my delivery address and another phone number. I arranged the elevator and landlord meeting. On July 30 The truck didn't appear and when I called them about 10:30 am they started looking for my information and confirmed it after an hour of waiting. Then they gave me another time for picking up my belongings from 7 to 9 pm. By the agreement with my landlord I have to move out before 4 pm. However he allowed me to accept this time of moving out and managed to transfer the elevator booking for those time as well. And again, no truck showed up, no even single phone call. When I called nobody picked up. I never expected to be set up with the province-to-province moving. My belongings are still at my landlord's place and he can just throw them away. He actually sold this 2-bedroom apartment and have a duty to clean it up and give away to the buyer, but cannot do it because of my belongings.

After talking to *** at true maple moving about my worry of another long distance move with small children she reassured me that we could trust them and that they would take care of us. We were lied to over and over again. 1st): she promised us we could follow movers to the scale to see out exact scale weight. That didnt happen. They were suppose to be there between 11-2 showed up at 5 but whatever at least they showed. 2) we were assured we would get the scale weight ticket once it reached Ontario that didnt happen. I was told I had to physically be in Edmonton on july 1st because our belongings were going on an Express truck and would arrive between July 1 and 3. I was told if our stuff was picked up June 22 it was you f on an express truck to arrive July 1-3. I emailed her before we left worries that we didnt have the scale ticket and she told me not to worry. We arrive July 1 from Montreal to Edmonton. July 2 I emailed and called because we still hadn't received a scale ticket or time that movers were coming. She told me to call warehouse and that's when they told me my stuff was scheduled to arrive July 10-14. I adamantly told them that no our stuff was suppose to be on an express truck arriving july 1-3 he said he didnt know what happened he had between 10-14. I told them we booked an earlier flight than planned because we were told July 1-3 and what were we suppose to do sleep on the floor with our 2 kids age 1 and 6? Would they at least pay for a hotel until our stuff arrived he said it wasnt in their budget and offered no other apology or information. *** finally emailed me back after not answering any emails or calls and "apologized for the inconvenience" offered no other explanation or help. It's not july 14 and we have no idea where are stuff is, no scale weight ticket.and no emails or phone calls from anyone. My.mom got a hold of a manager of some sort who said our stuff left the warehouse fri July 5 and have not received any updates whatsoever. I have now been living in an empty house sleeping on blowup mattresses and a borrowed playpen for the baby to sleep in. No one had taken any responsibility or offered any type of concern besides "sorry for the inconvenience" Please help

This company is owned by ***, which we discovered also operates:

https://www.Revdex.com.org/ca/on/mississauga/***/moving-companies/***-***-moving...⇄ /> https://www.Revdex.com.org/ca/on/mississauga/***/moving-companies/***-moving-sys...⇄ /> https://www.Revdex.com.org/ca/on/***/***/moving-companies/***-movers-XXXX-XXXXXX...⇄ />
We scheduled our pick up and delivery date on March 26. Our items would be picked up in Nova Scotia on April 9 and delivered in Calgary between May 1-3. We maintained positive communication with their customer service rep *** throughout the process. On May 2 we phoned for an update and spoke with *** who referred to himself as the only manager in the company and refused to let us speak with anyone else. He hung up on us repeatedly, yelled and screamed at us, called us derogatory names, spoke in a petulant manner and threatened to involve the authorities if we continued asking for our things. I was requesting information on where our things were and why they weren't on schedule.

After 6 days of living in an empty house, our things were delivered in terrible condition. Our furniture had deep scratches, expensive furniture covered in duct tape and written on with sharpie black marker. All table corners smashed, book shelf with a fist sized hole through the back, dresser knobs hanging off. Many of our items require replacement.

*** in customer service told us not to pay until we had our items and could verify the price via weight and scale readings. The moving company arrived and threatened to leave and keep our things if we did not pay in full within a half hour. The estimate was double what we were quoted and we were not given the appropriate paperwork for weight or scales. There are other reviews for the company that indicate this company has a track record of overcharging and overestimating weight.

We were advised to document our experience and damaged items for resolution within a 10 day window. We have completed and relayed the information over a month ago and the company will not respond leaving us overcharged and with the majority of our furniture damaged and requiring replacement.

The service started off great dealing with *** to book my move and she sent a quote with information that seemed reasonable and answered all questions with respect to insurance. I provided the size of my home and also that of the storage locker of the two locations where we had items picked up, so naturally one would assume if you are professional movers that you would know what sized truck to send.
There was a disconnect at every level. The movers arrived at 11am despite my booking them 2 months in advance for 8-8:30 am start. They did not know the full details of our location pick ups which I found odd. The truck that arrived was way to small for our goods which again being a professional moving company you would know what sized truck to provide for belongings. At no time was it ever disclosed to me that a smaller truck might be sent requiring two trips, otherwise I would not have agreed. When I contacted the head office number at X-XXX-XXX-XXXX I was told, "well your move is local its fine" and " a larger truck wasn't available" and "maybe its being serviced, what's the big deal?" and "Its either we send a small truck or call you and cancel your move". Prior to my calling the head office location number I contacted *** my rep that I had been dealing with and she said if the truck was too small then they would dispatch another one at no extra charge. When I asked "***" the employee I spoke with he laughed at me and was told she had the wrong information and said that no extra truck would be sent. The truck that arrived also had no branding and appeared to be a re-purposed truck previously owned by another party. The moving staff did not appear to be professionals and had difficultly getting some furniture out of door ways, they also caused damages to some of our personal belongings. I called the head office number previously mentioned and tried to explain to the Manager "***" about the damages and he said "read your contract" (I don't have one, only a confirmation). I also wanted to simply explain that there seems to be a big disconnect between the booking agents and the actual service. I explained to him how disappointed I was with the service, especially the small truck and he said that "i was local so it didn't matter" but this practice hold people hostage-firstly because you have to pay before they will unload and secondly because they in essence said "if you don't like it, then they don't have to do the second load". What would I have done? I had to be out of the house that day. *** was told that because I was going to post a review that would "taint" his business that he would not consider reimbursement for repairs to the damages they caused. I was told that I should "act like a paying customer" whatever that means; general business practice is that the service is paid for when completed, ***. I asked how they could practice that type of policy and they said I was an "insincere" person and that they would not consider my concerns and I got upset and hung up.

. Took over a month to get my moving shipment from Ontario to Alberta when specified 2-3 weeks. No updated were sent during the transit period. When movers finally came they asked to be paid after it had already been paid in full. Multiple items were damaged through the moving process and the movers told us to contact *** or *** at True Maple. We sent a throughout email with images showing the damaged goods, but no response for over 2 weeks. Finally called *** and said the claim was dismissed because he didn't believe us claiming it didn't look like a mattress and we were ***, while also getting angry and using the *** to a paying customer.