Walnut Creek Urgent Medical Care

Initial Business Response / [redacted] (1000, 23, 2016/10/05) */ Hello! Prior to booking, all of our customers are informed about the coverage option that is included in the price which in this specific case all of the items are covered by the basic liability coverage of [redacted] cents per pound per article in case of any damage or loss The weight of the customer's damaged items came to approximately 180-lbsWe took the maximum of lbs and multiply it with $***, therefore the sum of compensation was supposed to be $***.We offered to increase it to $ [redacted] which the customer denied The reason of the mattresses being strapped outside of the truck was due to insufficient space available in the truck at the moment of pickupInitially customer was quoted for 10,lbsThis was the quote given by the list of items provided by the customerWhen the movers came for the pickup, the list of items was considerably bigger than we've expected which came up to almost double than initially advisedIn addition to this, some of the items where quite voluminous which increased the used space in the truckThat is why the initial scheduled truck picked up everything that could fit and the only items that were reasonable to strap outside of the truck where the mattressesThe following truck, which came couple of days after (at no additional charges), picked up the restAlthough, the truck came with a lot of space ( half of a ft trailer), it got filled upon loading the items left behind The mattresses taken by the first truck were covered in plasticApparently the plastic bags were faulty (they were brand new) and that is why they got wet, otherwise this situation would not happen, as it wasn't the first time our movers had such situation, but unfortunately it happened with these certain mattresses In addition, after all conversation we had with the customer and not getting to any resolution, we offered to increase the compensation to $***, but customer denied it againCustomer was looking to have the items covered in full at its value, although customer agreed to our Terms and Conditions and coverage plan before even submitting the deposit with us Trough this response on Revdex.com, We would like to increase the amount of the compensation to $***We sincerely hope the customer will accept this as a resolution Initial Consumer Rebuttal / [redacted] (3000, 25, 2016/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) If I only had the minimum coverage I was not aware of thisThe original scheduled truck that I booked was not the one that cameI was told through email that I needed to pay the deposit or I would not be booked on that truckSo I paid my deposit and then booked my flights and hotelthen was informed that I would not be on the truck I originally bookedWhen the movers came to get my stuff I was already miles awayThey came on the last possible day they could according to their booking times and only came with 1/of a truckNow any moving company should know that when moving a bedroom house and a car that you need more that 1/of a truck [redacted] called me to tell me that they would not be taking all my stuff because there was no roomShe then handed her phone to the driver so he could try to explain and I specifically told him to bring everything he could EXCEPT the beds as we currently had air mattresses and they could wait for the next truckThen without the ok from my family or the other guys that were hired to help him move my things he strapped them onto the back of the truckyes he put plastic on them but obviously that did not helphe could have put my patio furniture on the outside of the truck insteadI also called the number on the website immediately to inform what they didwhen I got my things I went through everything with the driver and he made notes of everything that was damaged and he also said that it should never had been doneThe company has admitted that it should not have been done and that it is their fault and the drivers fault but are still only willing to give me [redacted] dollars for queen size bedsthis doesn't take into account the tv that was broken and the wooden queen side bed frame that was damaged that is not easily replaced as it is from a bedroom set and the hope chest my father made me that is damagedConsidering my estimate was [redacted] for a bedroom house and car plus taxes and I paid just under ***, which I have NO SCALE slip for just a simple receipt with the total, for it to be moved all I am asking for is for my beds to be replacedthis also needed to be paid before my things even arrived or they would not have unloaded the truck and the conveniently came on a Sunday morningthe basic insurance is for accidents not for neglect from the driver, when he was specifically told NOT to bring the bedsso I don't think that basic insurance should cover, I think they should replace as again this is due to neglect of the driver and the companyI would not recommend this company and never would have booked them if I knew how careless the 1st driver would have been Final Business Response / [redacted] (***0, 80, 2016/12/13) */ We are in good relations with one of the best mattress manufacturer in Canada and are able to purchase mattresses for a very good price The quality of the mattresses is known as the best in Canada and you can check that on your own Here is the link to the top sales mattress model with a retail price of $*** [redacted] We can purchase mattresses and cover a big part of their priceThe part you will need to cover is $ [redacted] for each mattress and a total of $ [redacted] for all mattresses We can also deliver them to your residence at no cost The mattresses can be loaded on a truck that leaves [redacted] around the 19th-21st of December and will reach your residence before New Year We will be looking forward to hear from you in regards to this mater [redacted] Final Consumer Response / [redacted] (4200, 82, 2016/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will respond to the company in a couple days with a counter offer after I speak with my husband

I would like to reconfirm that the consumer did not pay their bill as of yetThere is still an outstanding balance of $(or $if we count the rescale fee) Please find attached the screenshots of our booking agreementThis are screenshots from the agreement that we sent to [redacted] on October 16th I have indicated in the screenshots his e-mail address and the dates so that there are no accusation against us

To whom it may concern!We would like to confirm that mister Vincent is indeed using the services of our company however he did not indicate the most important information from the story.Our company picked up the goods on October 23rdSeveral days after the pick up, *** *** was informed
about the final weightHe was very upset with the numbers and accused us of incorrectly scaling the goodsHe also advised that because of this weight he will proceed with complaints to Revdex.com and other online sources. The phone conversation with *** *** was held by me (*** ***)At that point I offered him solutions:Rescale the goodsAs goods were still in vancouver he was offered the possibility to come and pick them up from our storage and pay us 33% of the bill which is exactly a 3rd of the grand total as we accomplished a 3rd of the entire jobAccept the weight and proceed with delivery as scheduled** *** decided to rescale the goods which we accepted (screenshot #is attached)The rescale process in our company is standard and works with the following conditions:If after rescale the final weight is within 10% from the weight we advised off, a fee of $will be added to the costThis fee covers the time we loose (by delaying arrival to other customers), the mileage we cover and the labor wagesIf after the rescale the weight is out of the 10% margin, we refund back the $rescale fee and adjust the bill according to the new weightall the billing differences are to be sorted and refunded at the locationWe are not leaving anywhere until we clear the bill with the customer. The 10% margin is applied even by the scaling facilities*** *** was explained that the weight of the truck may change during the day due to several reasonsThe most popular reason would be the weather (especially now in the autumn-winter period). If a truck is scaled under the rain in the morning and then scaled dry in the afternoon, there will definitely be a weight differenceSame applies for snow. At the moment when the goods were still in Vancouver, *** *** accepted this procedure (screenshot #attached) as he even provided us the address of a scale station at his delivery address. We were given by *** *** the work hours of the scale facility which indicated that on Sunday they are closed and on Saturday they work only till noon. Our estimated arrival to his destination was Saturday evening or Sunday morningWe asked him to look up for another facility if possible, if not we advised him that we could change our route and cover Newfoundland island first and then return back to Nova Scotia during the weekHe was unable to find another scale facility and advised us that we could change our route (screnshot #attached).Yesterday (Monday, November 20th) we contacted *** *** to confirm the delivery and rescale of the goods for Wednesday, November 22nd in the morningAs per our standard procedure we send an e-mail to our customers with multiple questions, just to make sure that we have the latest available information (screenshot #attached). As per the booking agreement that we sent to *** *** on October 16th (screenshot #and #attached), all payments are taken by our company upon truck arrival at the delivery sitePlease note that this agreement was to *** *** before he paid a deposit to our company and before he committed to use our services. *** *** is refusing to pay upon truck arrivalHe advised us that he will pay the rest of the amount only once we finish unloading and scale the truck after unloading(screenshot #7, #and #attached)We explained him that this request can not be accepted as it is totally against the policy of our companyWe had issues in the past when after unloading the goods, customers simply refused to pay what they were owing. As he wanted to contact the police in regards to this matter, we advised him that he may invite a police officer to witness the scale processThis way he will know for sure that we will not leave anywhere until the unloading and rescale are completed(screenshot #attached)Unfortunately he refused our proposal. We advised *** *** that under this circumstances we will be forced to unload his goods into our warehouse in TorontoWe offered him weeks of free storage as of today, November 21st, so that he can arrange for another company or even him personally to come and pick up the goods from our warehouseObviously this possibility will be available only once *** *** will clear the bill with our company(screenshot #attached)We have strong reasons to think that *** *** has no intention of paying our company for the services we renderedWe have attached an e-mail sent by him today(screenshot #attached)We are consistently threatened about online complaints, reviews and social media activity against our company(screenshot #13, #and #attached)We take such matters very seriously and will reply with strong proofs to all the accusations made by *** ***. As for the issue with the toilet at the pick up location, I personally would like to apologize for this inconvenienceI was informed by *** *** only today and would like to assure all parties that I will discuss and rectify this situation with our movers. Respectfully,*** ***General Manager

Initial Business Response /* (1000, 11, 2016/10/28) */
Before booking any customer, we provide with an estimate based on the initial information we receive from the customer in the requestCustomer's request was for moving a one bedroom apartment from ***Industry
average weight of a one bedroom apartment's items is having the weight between and 2000LBS, but of course it can be more or less as it totally depends on the exact amount of items are to be moved***
After couple of emails and confirmations and discounts on the per pound rate provided, we've sent the booking agreement for the customer to review and to get familiar with it before making final confirmations for the move and submitting a depositIn the booking agreement, it is mentioned that:
Note:
Your final charges will depend of your exact weightYour belongings will be scaled and a receipt will be provided
And as well we advise customers to read our FAQ section before confirming the booking.***
Customer confirmed the booking agreement and submitted the deposit and all that was left is to pick up the items and complete the deliveryAfter our standard procedure, we scaled the items and the final weight came up much more then anticipatedIt came up to LBS, therefore the final charges were adjusted according to the exact weight, so it is obvious that the price will be much more then initially quoted as the weight was almost five times morePlease note that the weight of the car was not included in the final weight and LBS was only for the items
Before delivery, we've contacted the customer to advise our time of arrival, final charges and methods of paymentCustomer had no complaints on the weight of her/his items, only about the charges, as they were assuming that will be charged only according to the initial quote and refused to pay, although the booking agreement states that all charges are to be done prior to truck arrival at the destination and only after we receive a clear payment, the items will be offloaded
In regards to the missing boxes, unfortunately we were not able to locate them and we offered compensation to them according to the coverage included in the move at no price, of $*** per pound per lost or damaged itemCustomer denied the offer and wanted to be reimbursed with the full value of the items included in the boxes, although we had no idea what it's inside of the boxes as we do not require this information if the boxes were packed by the customerwe offered to increase the sum of compensation and since then, we never heard back from the customer

We have read the message from *** *** however we did not received the attached pictures. Based on this corespondence, we would like to relay the following: It may take up to business days (no weekend days) in transit from the scheduled departure date(not pick up date). Our last phone conversation with *** *** took place on October 30thAt that point he was informed that the goods are still in Vancouver in the warehouse (pick up was on October 23rd). If you add business days to October 30th (goods left the warehouse on October 31st), then the 21st business day would be November 27th. Considering the fact that we were planning the arrival to *** *** location for Sunday, November 19th, we were well on our promised schedule. Even if we are to calculate the business days from *** *** pick up date, we were due to arrive right on schedule as the 21st business day was on November 20th. *** *** advised that the weight he came up to (by scaling them at home) was 1,lbsThe weight we came up with is lbsWith the 10% margin that we offered to *** ***, his maximum weight could go up to lbs or to minimum lbs. If the weight after rescale would have been within the above limits, we would have kept the $rescale feeThe difference between *** *** weight and the minimum weight that could have came up after rescale is lbs (lbs - lbs). *** *** is convinced about his weight of 1,lbs however he does not accept the 10% margin even though there is lbs difference between his numbers and ours. In regards to the payment for the rendered services: we do not go by "who trusts who"There is a contract sighned between parties and this contract has legal powerBased on this contract we were responsible to offer *** *** moving services and he was resposible to provide payment for the moving services as per the policy of the company (which is upon truck arrival at delivery site)Because of the rain or the snow your weight of lbs could definetly increase or decrease by 10% (lbs) but the weight of a 12,lbs (lbs) truck no. At no point we ever advised that we will bill the $rescale fee after delivery. We have attached the phone conversation that took place with *** *** on October 30thThis was the last phone conversation we had with him.Hopefully this will answer the majority of the questions. Please feel free to contact for any additional information and we will gladly provide it

Initial Business Response /* (1000, 5, 2017/08/15) */
*** booked our company for his move with the scheduled pickup dates between May 28th and 31st, with a 24-hours prior notice of arrivalOn May **th, we've contacted *** to advise about our arrival for the pickup for May 31stAll
of our clients are advised about extra charges for shuttle if our 70ft long tractor trailer can not access the locationThis is indicated in our booking agreement and FAQ section on our website which is advised to every of our customers to get familiar with prior to confirming their booking
Usually a need of a shuttle is on driver's decision as he is the one that can better assess if he can access or not any certain locationSince it was a last minute decision and the driver did not want to take the risk of coming to the location and find out at the place that doesn't have a place to park, he arranged a smaller truck by his own and came straight with it to the location so this way to not waist time on coming to the big truck, leaving to get a shuttle and then come back at a later time then we advised the customer, thus avoiding any inconveniences caused to the customer by being late, and also we would like to note that customer was not billed for the shuttle service as it was supposed to according to the booking agreement
As for the delivery, customer advised us before confirming his delivery that he managed to reserve the elevators only as of 2PM not earlier and we had absolutely nothing against itOn the day of the delivery, our moving team finished their morning assignment earlier than expected and we only asked the *** if by any chance he can make the elevators be available earlier then 2PM as the movers were not far away and if it won't be possible we would leave as it was previously advised, for 2PM delivery and we never told the customer that we will charge him extra fees if he can not accept us earlier so we would like to note that *** is not honest in his statements and for this matter, email conversations can be provided at request
As for the missing items and the items that were almost left by mistake at ***'s locationAs a standard procedure, all items are being tagged and labeled at the pickup locations, sometimes, especially during summer when the weather is hot, the labels may fell of the items therefore one or items might be delivered by mistake to someone else due to not having a label on it and thanks to ***, we found out about this mistake and were able to find the customer which is the owner of the wrongful delivery
Whenever an item is missing, we check firstly in the truck that brought the items to our storage, which by ***'s request the items were stored for a later deliveryAs well we check in the storage unit where the items were kept, our Lost and Found Department and if nowhere in this locations were found, we check already with all the customers we had on the same trip with *** so they can confirm if they did not receive the item by mistakeNone of the customers confirmed that and unfortunately we can not be held responsible for the honesty of all of our customers or if they were attentive while checking this for us
The compensation that was offered for the lost item is based on our Basic Liability Coverage included in the move which covers the items at $0.**/lb per article in case of any damage or loss, although we have no idea what was inside of the box, as we do not open the boxes while compiling the inventory list at the pickup and the coverage dose not cover the item at its value, but only at it's weight as a single article(the box)We offered a $** compensation, based on the average weight of the box of between and **LB and increasing the amount to $**, which would be an exception first of all because if there were really a pair of shoes in that box, the box will surely not weigh even 15lbs and secondly on each claim there's a deductible of $**in which case if the amount of compensation is not more than the deductible, we would be entitled to not proceed with any compensation and close the claim
As well we would like to note how *** is impolite in his statements and accusing our employees all of the time throughout the claim process and as we've told him we can not accept such accusations towards our company's employees as we are in this industry for many years and the company is able to exist such long time due to the relationship between our staff and management which was build on many years of trust and professionalism so we would be entitled for moral compensations of more than $***(which *** claims) and for defamation of our company with unfounded accusations
Initial Consumer Rebuttal /* (**00, 7, 2017/08/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
To state that you can't trust the honesty of your customers then how can you trust your employees? Do you know what they are doing when they are moving the items at all times?
Its curious to me how all of my other shoes were delivered but the bundle that had $*** worth of brand new shoes just vanished into thin airYoure telling me by chance that this one bundle was delivered to another customer who lied about having it, if it even was delivered in errorI don't believe that at allIf I received a someone elses item I would return it, just like I did when you delivered me someone elses furniture
None of your customers had the item, because it was gone before it was delivered by them
Centennial is dishonest in saying all their customers are advised of additional costsI was never told about a fee for a smaller truck being neededI was never informed of the smaller truck coming with a totally different company logo, I needed to call in to ensure it was the same Company
To also say that items are tagged and labelled and stickers may fall off...I had my name written in permanent marker to ensure they simply woud not just get lostI knew that it was an expensive item so I put my name in marker on it
As I stated before it was more than a "pair" of shoes , it was a bundle of shoes that I wrapped in saran wrap
Final Business Response /* (***0, 9, 2017/08/16) */
We trust our employees because we know them and work with them for many yearsWhen loading or offloading the goods movers go by the labels and tags, not by the name of the customersThe information about shuttle fees and all extra charges that may occur is indicated in our FAQ section(https://centennialmoving.ca/content/faq) on our website and in the booking agreement and in both cases customers are advised to get familiar with prior to confirming their booking and submitting a deposit towards the moveAs for the certain box that is missing, once again we can not know if indeed there were shoes or something else and your honesty in regards to returning items if you found them that wasn't yours, we can not doubtFor our movers we are responsible and we trust themIf we'd be sure or at least think that our movers would be by the fault we would not even bother to contact other customers to search for the missing box

I am rejecting this response because: I am rejecting this response because:- we will go through the rejection point by point #bullets are copied from [redacted] -bullets are [redacted] responses 1. The phone conversation with [redacted] was held by me ([redacted]). At that point I offered him 3 solutions:
- First they already have received a deposit “The interac payment of $150 has been processed. This is a deposit which will come off your final invoice upon delivery. Please, note that the rest of payment/balance will be due before starting offloading at your destination.” Refer to img1 of [redacted] from centennial moving confirming receipt of deposit 1. Rescale the goods - “Hi [redacted],I have attached pictures of our items.The pool table is for frame of reference only. I have 15 boxes on the pool table photosAnd 1 tv box for a total of 16 boxes. We also have 1- 128 gallon aquarium and the 2 dressers as shown in the Photos. We will wrap the aquarium and the dressers. The items come to approximately 1100lbs. Regards,[redacted]” refer to i[redacted]               The exact weight was 1113.55lbsCentennial moving then came back with this outrageous claim “[redacted]Unfortunately we don't have yet a delivery date, but once we will have on we will contact you at least 24-48 hours prior to our arrival.The final weight of your load is 1885 lbs.Based on this weight, the amount to be paid is $2096 for cash and Interact email money transfer, or $2150.63 for credit card.” See img3- I then contacted Centennial Moving immediately to have this all sorted.- I demanded a rescale of goods or to have the goods returned. They responded by saying they would not weigh my goods with out paying for the rescale initially. Further, they said under no circumstance would I be able to have a refund on the work already done even if the weight came back in my favour. I Should have gotten legal help and stopped the process at this moment. Unfortunately, I allowed my self to be bullied here by them holding my stuff hostage and them being unwilling to weigh prior to receiving the payment of $400 (which was explained to me as being that the fee covers the time they loose by delaying arrival to other customers, the mileage we cover and the labor wages.).  Interesting how they charge clients for impacting the time frame but they offer nothing when they cant meet the 21 day guarantee. We then came to an agreement that the $400 wouldn’t be charged initially if the shipment was weighed in nova scotia, so they would only have to unload at my place and reweigh after the drop off. 2. As goods were still in vancouver he was offered the possibility to come and pick them up from our storage and pay us 33% of the bill which is exactly a 3rd of the grand total as we accomplished a 3rd of the entire job- First they claim the rescale fee is after rescaling as noted below “We can confirm that your weight is accurate, however, we can proceed with re-scaling your items with the following conditions:If after scaling the weight is within 10% from 1885 lbs, we will have to charge you $400 fee to cover the fuel surcharge, labor, equipment and time spent.If after scaling the weight is over 10% from 1885 lbs, we'll pay for re-scaling and additional applicable fees and will adjust the final bill according to the new weight.”i[redacted]-However later on the claim it is against company policy to reweigh prior to fee, this is another fantastic example of flip flopping on policy when convenient and saying whatever suits them (By the end of this Revdex.com I hope you will all be able to see that this company has no business ethics and has a trend of saying whatever suits them). Also, to be noted is how they push for me to accept the weight which I know to be inaccurate, skip the reweigh, and pay immediately for full delivery. Constantly pushing and trying to avoid the weigh…. “Unfortunately , the payment must be done upfront , if you choose to do not pay the amount , the goods will be delivered to a storage and the storage charges will be added on top until we get paid , or if you wish , we can accomplish the delivery with no scale , and still the amount need to be paid upfront , We have been in a situation where we do the re-scale and clients refuses to pay the mentioned fee (re-scale),Please let us know your final decision,  Regards” refer to [redacted] - They were unwilling to prove the weight prior to charging me more and if the weight is incorrect by the substantial amount it is presumed to be I should not have to pay for the original pick up since it was under false pretence. 3. Accept the weight and proceed with delivery as scheduled- This shows the companies policy, apply fines, holds your stuff hostage, not stand by the weight they give by allowing for a fair reweigh, and essentially bully you until you accept the weight they have given you.  4. [redacted] decided to rescale the goods which we accepted (screenshot #1 is attached). The rescale process in our company is standard and works with the following conditions:- As noted above they do not have a standard company policy regarding this matter Refer to i[redacted] and [redacted]1. If after rescale the final weight is within 10% from the weight we advised off, a fee of $400 will be added to the cost. This fee covers the time we loose (by delaying arrival to other customers), the mileage we cover and the labor wages.- A 10% margin of error is robbery, first that allows them to 188.5 lbs off in either direction a total of 377 lbs of room when cost is based on a per pound price. The location given for the weigh in was 4 minutes from my location and along the way. They had no extra work to do except pull in on a weigh scale pre delivery and pull on after delivery. The cost of this work should be held by the company until they have proven the weight is accurate. If weight is proven to be accurate at that point the $400 makes sense.2. If after the rescale the weight is out of the 10% margin, we refund back the $400 rescale fee and adjust the bill according to the new weight. all the billing differences are to be sorted and refunded at the location. We are not leaving anywhere until we clear the bill with the customer. - Unfortunately, the fact that they have made it so difficult and punishing on the client to attempt to have a reweigh is shocking. The system they have set up puts all the risk on the client with no recourse on their own actions. And as noted in i[redacted] and [redacted] they change the policy as they see fit  - I love the promise they add at the end that they “all the billing differences are to be sorted and refunded at the location. We are not leaving anywhere until we clear the bill with the customer.” They will say anything to make you have confidence in them…. so much so that they emailed (attached) saying they will have a police officer present at the reweigh. I went and asked the police station if this was a possibility and they replied with a 100% no. The police said that this was a serious red flag for a company to try to convince a client to give them money by promising them police protection as this is a civil matter. “You may invite a police office tomorrow at the rescale. He may stay with us there until we finish unloading and then head over to the scale. If any billing adjustments will need to be made, they will be made while the police officer is there with us. What other guarantee are you looking for? [redacted]” refer to img6 “if you are not ok to invite a police office, I will gladly call right now the Bridgewater local police department and invite one of their representatives tomorrow. Either way, we will do all we can to deliver your goods and take the payment for the rendered services. Looking forward to your reply. [redacted]” Refer to img 7 - I just wish to point out this statement in regards to trying to instill false confidence as this is not something they can provide in order to get my money“What other guarantee are you looking for? [redacted]” refer to img6  3. The 10% margin is applied even by the scaling facilities. [redacted] was explained that the weight of the truck may change during the day due to several reasons. The most popular reason would be the weather (especially now in the autumn-winter period). - I would like to see proof that Canada legally allows for a 10% margin of error on goods being sold by weight. I have contacted [redacted] directly at the following number: [redacted] and left a message. I am currently waiting for a reply. 4. If a truck is scaled under the rain in the morning and then scaled dry in the afternoon, there will definitely be a weight difference. Same applies for snow.- I have never heard of rain (no snow in Vancouver prior to weight being done) that could accumulate to over 700lbs on a vehicle and I have never heard of a fully loaded Truck having 10% too much weight due to rain. The rain must be made of lead. 5. We were given by [redacted] the work hours of the scale facility which indicated that on Sunday they are closed and on Saturday they work only till 12 noon. Our estimated arrival to his destination was Saturday evening or Sunday morning. We asked him to look up for another facility if possible, if not we advised him that we could change our route and cover Newfoundland island first and then return back to Nova Scotia during the week. He was unable to find another scale facility and advised us that we could change our route (screnshot #3 attached).-first email in regards to delivery date, note no mention of a Saturday possibility. Also note this is day 22 of the 21 day company allotted delivery policy. time frame with Sunday being day 28“We have received from the dispatch that your delivery might be on Sunday 19th , therefore , would it be possible to find another facility that would be working on Sunday ?Respectfully” img8- This is my favourite email. Here they actually tell me to book storage for the vehicle…..“Unfortunately , We cannot do so , please look for a storage that would be working on Sunday since most likely your delivery will be on Sunday .” img9- I responded not very impressed and really how can they be so confident on a day 5 days out when they cant make a massive 11 day weather compensation built into the policy for delivery to take place in 10-21 days from pick up.“Hahaha, Please elaborate your request? My shipment will not arrive on Sunday.” Refer to img10- They responded with the quote below. It’s hard to believe it was a legitimate grammatical error. In img9 it is clear that they put very little care into communication with clientel as it is so terribly written it is hard to call it English. What company with good level of customer service would write such a poor email in a crucial discussion on delivery, particularly with an already upset client. “I'm sorry, I meant a scaling facility , and the shipment will arrive on Sunday” Refer to img11 - Note of importance this is on the same day November 14th. Over the course of this day its gone from possibly Sunday to 99.9% sure that in 5 days they will arrive with the delivery (note this is the only day the weigh scale is closed). Again they couldn’t even make a 10-21 day guarantee (this includes weather disruption) how can they be so certain now of all times on the exact date that the scale happens to be closed. As noted in img3 company policy is 24-48 hours notice not 5 days.  I think it is important to point out this companies track record with this delivery and how they have created an environment for the client to lose complete faith in Centennial Moving. “In the previous e-mail by mistake we wrote storage while we were actually referring to the scaling facility. Your delivery will be happening on Sunday, November 19th and this is a confirmation of 99.9%. According to our current schedule (as long as it does not get affected by weather conditions) this is what we aim to accomplish. There are several days left till Sunday and maybe you will be able to find another scaling station that works on Sundays. If not, we have the possibility of travelling to Newfoundland first and avoiding a Sunday delivery. However it would mean an arrival closer to the middle of next week. Please let us know your decision.” refer to img12- Here is an email chain  where I bring up the fact that they are already beyond the 21 day deadline and [redacted] reply ignoring the time frame statement and only providing a terrible excuse for Sunday“On 14 November 2017 at 13:44, <[redacted]> wrote:It is strange that you can't make your 10-21 day deadline but are so positive that Sunday, the one day that the weigh scale is closed..... Is the day of delivery......hhhhmmmmm... I will be in further contact tomorrow.”[redacted]Arriving on Sunday is a simple coincidence. I can assure you that this got me mad as well. There is no way for us to run away from the rescale. We promised and we will stick to our promise. [redacted]” refer to img13- Here I also brought up the fact that they were beyond the 10-21 day guarantee and I received no apology or even acknowledgement “Hello,My delivery was supposed to arrive in 10-21 days. we are currently at day 22 and I have still not received a 24 or 48 hour notice for drop off.Here are the hours that the weigh scale are open Tuesday7AM–3:30PMWednesday7AM–3:30PMThursday7AM–3:30PMFriday7AM–3:...⇄ refer to img14- Here is directly copy and pasted from the website https://centennialmoving.ca/content/faq“WHAT IS YOUR STANDARD TRANSIT TIME?It takes approximately 8-14 business days in transit from the scheduled departure date. For moves from West coast to East Coast or East coast to West Coast, it may take up to 21 business days.” Refer to img166. As per the booking agreement that we sent to [redacted] on October 16th (screenshot #5 and #6 attached), all payments are taken by our company upon truck arrival at the delivery site. Please note that this agreement was to [redacted] before he paid a deposit to our company and before he committed to use our services.- As previously discussed they promised they would sort the reweigh prior to taking payment. In the original phone call I even offered if they felt uncomfortable about giving my stuff that they could unload and reweigh at the facility and have payment sorted before driving to my place.- Here we see I turned the police justification which I know could never actually be done. But if they were using it to try to make me feel confident about them not steeling my money it should have also made them feel confident that I would have to pay. Very sound logic unfortunately they wouldn’t accept their offer to me so how could they expect me to accept it from them. “Ok payment will be sent after rescale. What exact time should I request a police officer's presence. What more of guarantee do you need ??? Refer to img15 7. We explained him that this request can not be accepted as it is totally against the policy of our company. We had issues in the past when after unloading the goods, customers simply refused to pay what they were owing. - Now that its convenient to hide behind a policy that gives no protection to the clients. How can they possibly think in this scenario that they won’t be payed, they have my stuff, I’m demanding a reweigh to fix the billing not handing over my possessions, I also agreed to the police officer to hold me accountable (again we know this was never a real offer from them) 8. As he wanted to contact the police in regard to this matter, we advised him that he may invite a police officer to witness the scale process. This way he will know for sure that we will not leave anywhere until the unloading and rescale are completed. (screenshot #10 attached) Unfortunately he refused our proposal.- This offer is silly you are more then welcome to call any police station and ask if they would do so. This is a blatant lie and manipulation to instill confidence. 9. We have strong reasons to think that [redacted] has no intention of paying our company for the services we rendered. We have attached an e-mail sent by him today. - I would be more then willing to have my credit checked by a major institution to prove that I always pay my bills. Further, they have already received a deposit. They already have money at what point have I given reason for them to suspect that I wouldn’t pay. In all our conversations I have always offered them options that allow for them to maintain possession of my stuff until payment was sorted. How does showing up to a reweigh, going on the scale, unloading at the facility (only took 15 minutes to load at my house), and redoing the scale, then reloading the vehicle put them in jeopardy of not paying. Essentially, they are admitting to holding my stuff hostage because they don’t trust ill pay. Bring it and after the reweigh I will pay the proper bill before it goes through my front doors 10. We are consistently threatened about online complaints, reviews and social media activity against our company. (screenshot #13, #14 and #15 attached)- These are not threats. They state that if your customer service is this poor and your level customer protection is non-existent I will use my freedom of speech to tell my story in all forms of review sites. Review sites are specifically designed for clients to express experience they had with companies. If they feel threatened by having this told to the public that is not my problem (perhaps you should have better levels of customer service to avoid the already 13 now 14 Revdex.com complaints with a current rating of 3.2/5 that doesn’t seem like an award-winning reputation as they have claimed in the email).Speaking of which I would like to see proof of this award they claim…. Interesting this may open up false advertisement.

Initial Business Response /* (1000, 23, 2016/10/05) */
Hello!
Prior to booking, all of our customers are informed about the coverage option that is included in the price which in this specific case all of the items are covered by the basic liability coverage of ** cents per pound per article in...

case of any damage or loss.
The weight of the customer's damaged items came to approximately 180-200 lbs. We took the maximum of 200 lbs and multiply it with $[redacted], therefore the sum of compensation was supposed to be $[redacted].We offered to increase it to $[redacted] which the customer denied.
The reason of the mattresses being strapped outside of the truck was due to insufficient space available in the truck at the moment of pickup. Initially customer was quoted for 10,000 lbs. This was the quote given by the list of items provided by the customer. When the movers came for the pickup, the list of items was considerably bigger than we've expected which came up to almost double than initially advised. In addition to this, some of the items where quite voluminous which increased the used space in the truck. That is why the initial scheduled truck picked up everything that could fit and the only items that were reasonable to strap outside of the truck where the mattresses. The following truck, which came couple of days after (at no additional charges), picked up the rest. Although, the truck came with a lot of space ( half of a 53 ft trailer), it got filled upon loading the items left behind.
The mattresses taken by the first truck were covered in plastic. Apparently the plastic bags were faulty (they were brand new) and that is why they got wet, otherwise this situation would not happen, as it wasn't the first time our movers had such situation, but unfortunately it happened with these certain mattresses.
In addition, after all conversation we had with the customer and not getting to any resolution, we offered to increase the compensation to $[redacted], but customer denied it again. Customer was looking to have the items covered in full at its value, although customer agreed to our Terms and Conditions and coverage plan before even submitting the deposit with us.
Trough this response on Revdex.com, We would like to increase the amount of the compensation to $[redacted]. We sincerely hope the customer will accept this as a resolution.
Initial Consumer Rebuttal /* (3000, 25, 2016/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If I only had the minimum coverage I was not aware of this. The original scheduled truck that I booked was not the one that came. I was told through email that I needed to pay the deposit or I would not be booked on that truck. So I paid my deposit and then booked my flights and hotel. then was informed that I would not be on the truck I originally booked. When the movers came to get my stuff I was already 3000 miles away. They came on the last possible day they could according to their booking times and only came with 1/4 of a truck. Now any moving company should know that when moving a 4 bedroom house and a car that you need more that 1/4 of a truck. [redacted] called me to tell me that they would not be taking all my stuff because there was no room. She then handed her phone to the driver so he could try to explain and I specifically told him to bring everything he could EXCEPT the beds as we currently had air mattresses and they could wait for the next truck. Then without the ok from my family or the other 2 guys that were hired to help him move my things he strapped them onto the back of the truck. yes he put plastic on them but obviously that did not help. he could have put my patio furniture on the outside of the truck instead. I also called the number on the website immediately to inform what they did. when I got my things I went through everything with the driver and he made notes of everything that was damaged and he also said that it should never had been done. The company has admitted that it should not have been done and that it is their fault and the drivers fault but are still only willing to give me [redacted] dollars for 3 queen size beds. this doesn't take into account the tv that was broken and the wooden queen side bed frame that was damaged that is not easily replaced as it is from a bedroom set and the hope chest my father made me that is damaged. Considering my estimate was [redacted] for a 4 bedroom house and car plus taxes and I paid just under [redacted], which I have NO SCALE slip for just a simple receipt with the total, for it to be moved all I am asking for is for my beds to be replaced. this also needed to be paid before my things even arrived or they would not have unloaded the truck and the conveniently came on a Sunday morning. the basic insurance is for accidents not for neglect from the driver, when he was specifically told NOT to bring the beds. so I don't think that basic insurance should cover, I think they should replace as again this is due to neglect of the driver and the company. I would not recommend this company and never would have booked them if I knew how careless the 1st driver would have been.
Final Business Response /* ([redacted]0, 80, 2016/12/13) */
We are in good relations with one of the best mattress manufacturer in Canada and are able to purchase mattresses for a very good price.
The quality of the mattresses is known as the best in Canada and you can check that on your own.
Here is the link to the top sales mattress model with a retail price of $[redacted]. [redacted]
We can purchase 3 mattresses and cover a big part of their price. The part you will need to cover is $[redacted] for each mattress and a total of $[redacted] for all 3 mattresses.
We can also deliver them to your residence at no cost.
The mattresses can be loaded on a truck that leaves [redacted] around the 19th-21st of December and will reach your residence before New Year.
We will be looking forward to hear from you in regards to this mater.
[redacted]
Final Consumer Response /* (4200, 82, 2016/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will respond to the company in a couple days with a counter offer after I speak with my husband

I am rejecting this response because:I have accepted the proposition except that in the case that they are wrong at the rescale that they have to take an additional $400 off the final bill as penalty.

Initial Business Response /* (1000, 10, 2017/08/18) */
We would like the complaint to be removed as it has been solved yesterday already delivery delivery was completed as well yesterday and payment was received with no extra charges added on top.Thanks!

[redacted],
We have made a step forward and sent [redacted] a reasonable offer. I have attached a screenshot of the e-mail. 
We will be awaiting for his reply. 
Respectfully,
[redacted]

I am rejecting this response because:Very simple as noted before 
“We can confirm that your weight is accurate, however, we can proceed with re-scaling your items with the following conditions:If after scaling the weight is within 10% from 1885 lbs, we will have to charge you $400 fee to cover the fuel surcharge, labor, equipment and time spent.If after scaling the weight is over 10% from 1885 lbs, we'll pay for re-scaling and additional applicable fees and will adjust the final bill according to the new weight.”[redacted]
 
“Unfortunately , the payment must be done upfront , if you choose to do not pay the amount , the goods will be delivered to a storage and the storage charges will be added on top until we get paid , or if you wish , we can accomplish the delivery with no scale , and still the amount need to be paid upfront , We have been in a situation where we do the re-scale and clients refuses to pay the mentioned fee (re-scale),Please let us know your final decision,  Regards” [redacted] Pretty straight forward........ Company first says after the rescale then changes mind to pay upfront for rescale In this situation the company is being accused of weight fraud yet they refuse to reweigh.....

Initial Business Response /* (1000, 6, 2016/04/08) */
[redacted]
We would like to provide an explanation in regards to all the claims mentioned above as most of the information is incorrect...

and incomplete.
The customer was quoted at the very beginning (before deciding to book with us) that the weight of the goods is approximately 2500 to 3000 lbs ([redacted]). The estimation was done based on a list of items sent to us by e-mail. Upon scaling the exact weight came to 3120 lbs which is very close to our estimation considering the fact that the estimation was done without looking at the items and based on an electronic list. The scaling tickets were sent to the customer and we can provide them as a proof.
Customer was informed about the exact weight 24 hours after pick up which is a standard procedure for all loadings.
We were asked to rescale the goods at destination as the weight was considered to be inaccurate by the customer. The rescale was accepted by us with the condition that all expenses (labour, diesel, equipment, time) to be covered by the customer if upon rescaling the weight will be the same as advised by us. If the weight would have been less, our company would have covered all expenses and adjust the bill according to the new weight. Unfortunately customer declined this offer and advised that they will have a platform scale at delivery and will scale every item including the furniture pieces. We do not charge additional fees for this service (e-mail sent on June 30th of 2015).
Upon our arrival for delivery, the platform scale was missing and we were told to start unloading and bring all the furniture into the living room as the other rooms were occupied. Movers are not the one deciding where the furniture needs to be unloaded. This information is specified to them by the customer with the customer's approval. There were 4 people (customer's relatives) monitoring the unloading process. Movers took and inventory list upon pick up and left a copy with the customer. The entire unloading process was done based on the inventory list. At the end of the job, the customer's list matched with ours and it showed that all goods were delivered according to their sticker number. The customer even signed our inventory list as well as the contract.
We do confirm that we had to change the trailers half way due to some technical problems, however the inventory lists show that all contents were delivered.
We refuse to accept the fact that multiple items were lost. [redacted]
We will gladly provide all the information to prove that our service was honest.

Initial Business Response /* (1000, 5, 2017/09/03) */
All of our customers are informed about the Standard Cargo Coverage included in their move as how it works. Initiall information about this is presented in the moving quote which we provide prior to booking. There is written that it's cover the...

items at the rate of $[redacted] per pound per article. Our FAQ section says that the maximum basic liability of our company is calculated by multiplying the weight of the shipment by $[redacted]. And the key word in this frase is "maximum" which means that the maximum of coverage that can be provided is the weight of the shipment multiplied by the per pound rate, whic is applicable in the case of a total damage.
Also in the complaint, the custoemr mentions about some additional items being damaged besides the 2 monitors. About those items we were never informed about. The only damage claim we received is about the 2 monitors.
Second time customer was informed about the coverage policy was in the physical contract that was provided to sign at the pickup location, which contained all the terms and conditions for the move and there as well is written that the compensation is based on the $[redacted] per pound per article rate. We are liable only for the damaged items for compensation according to the policy.
Although, according to the contract, we were entitled to not proceed with any compensations due to the fact that the items were packed by the customer in bubble wrap and movers just wrapped the items in moving blankets additionally as a standard procedure, but we had no idea what was the condition of the items before they were packed by the customer as movers do not check the condition of the item inside the package, unless the packing was done by themselves, so we can not be held responsible for the quality of the packing when it was packed not by our movers.
Second time when we are entitled to not proceed with any compensation is that there's a deductible of $[redacted] on each claim which is mentioned as well in the contract that customer signed and has a copy of and no compensation can be provided if the damage compensation does not exceed the amount of $[redacted].
We made an exception, in both of the cases(the deductible and owner packed) and offered a courtesy compensation of $** for the damaged articles, which were refused by the customer.

I would like to reconfirm that the consumer did not pay their bill as of yet. There is still an outstanding balance of $2100 (or $2500 if we count the rescale fee)
Please find attached the screenshots of our booking agreement. This are screenshots from the agreement that we sent to [redacted] on October 16th. 
I have indicated in the screenshots his e-mail address and the dates so that there are no accusation against us.

Initial Business Response /* (1000, 5, 2016/05/13) */
Contact Name and Title: [redacted], General Manager
Contact Phone: [redacted]
Contact Email: [redacted]
First of all we would like to sincerely apologize for cancelling the move on such a short notice as we understand the big...

inconveniences caused by this.
Please be assured that before taking the decision to cancel the booking we have tried all our possibilities.
We were left without a driver that had to leave the country for a family emergency and it was not possible to find another driver to replace him as all other vehicles and drivers are on assignments in other provinces.
Our company can not store the goods as we do not have a storage facility or a warehouse. We operate with trucks and the goods do not leave the truck until they reach the destination.
Centennial Moving does not subcontract any other movers and all jobs are directly handled by us. We can not hire a 3rd part moving company and take the responsibility for any potential damages or loses that may occur afterwards.
The security deposit was refunded on the same date and to the original source of payment.
We are very embarrassed that we failed to accommodate your moving needs.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This business has a track record of canceling moves and it is not the first time. I only found out after reading reviews on home stars and speaking with other would be customers.
Final Business Response /* (4000, 9, 2016/05/18) */
We do confirm that from the moment our company was created, there were other moves cancelled and negative reviews left by other customers. The decision to cancel a move is taken only when there are no other solutions that can be handled by us or force majeure situations beyond our control.
People have the freedom to leave their feedback on different web sites. We respect every feedback regardless if it is positive or negative. Please be assured that for all negative feedbacks we learn a lesson and we do everything we can to avoid the same mistake in the future.