Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:15/04/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Apollo Moving for a residential move from Ontario to Quebec on March 31, 2025. After the move was completed, we discovered that a desktop PC tower was missing. This item was one of the last—if not the last—items loaded onto the truck by the driver.
  
  Prior to loading, the driver was seen holding the PC tower while speaking with another mover who was positioned inside the truck, as the driver stood at the back of the vehicle on the street. The PC tower was clearly visible and not boxed. Its companion monitor, which was part of the same setup, was delivered—but the tower itself was not.
  
  At approximately 10:30 PM, after the unloading was complete, we were offered a so-called "inspection," which consisted only of glancing at the truck's interior from the street.
  
  We reported the missing item to Apollo Moving, but to this day, no resolution has been offered. The company insists the truck was empty, citing our "inspection" as proof—despite the fact that it was clearly inadequate. When I informed them I had placed a hold on the credit card payment due to the missing (and *********** ******) item, I received a threat from the company that I would be reported to a credit agency.
  
  I am requesting full compensation for the ****** PC tower and a formal acknowledgment of the mishandling of this situation.

  Business Response

  Date: 15/04/2025

  ****** **** ******** a photograph showing the truck parked at our base located at ****** ******** **** ***t, Mississauga. As evident in the image, the remaining items in the truck are your belongings, which you requested us to remove free of charge. These were the only items left in the truck at the time of your inspection, during which the truck was well-lit. We confirm that there are no hidden compartments; any item of that size would have been visible during your inspection, given the well-lit condition of the truck’s interior.

  Furthermore, we would like to clarify that we exercised due diligence. We requested you and your wife to inspect the truck to verify that all items had been unloaded, and we believe this process was properly followed. And an inventory list was provided to you before signing off on the binding estimate.

  And even if we missed it on the inventory, we still provided you with a resolution as if it was on the list of inventory and Your protection plan will kick in effect. Please provide a receipt for the item in question and the weight of the item.

  Regarding coverage, please refer to the attached "RELEASED VALUE PROTECTION" form signed on March 21, 2025, at 4:30 pm. I'm will change your protection plan from released value to Replacement Value Coverage @$8/pound/article.

  Below are the protection plans available:

  3. Protection Plans
  Insurance Coverage: Cargo/In-Transit up to $250,000 per vehicle and commercial general liability up to $5 million.
  Damage Reporting: Claims must be reported within 10 days from the move date.
  Liability for Goods: The client consents to release the goods to a value of $1.00 per pound. Full Value covers goods up to $5.00 per pound for items damaged if the protection plan is upgraded, and $8.00 per pound for Replacement Value Coverage.
  Exclusions: Apollo Moving is not responsible for damage to tableware, crockery, dishes, fragile items, or items not packed properly by the client. Money, jewelry, and other valuables are not covered.

  
  4. Client Responsibility
  The client must disclose all relevant information regarding the move, including a full list of items, condition of items, and access details.
  Furniture should be emptied out before the move.
  Apollo Moving is not responsible for damages caused by backing up trucks on lawns or sidewalks.
  The client is responsible for legal costs if Apollo Moving has to take legal action to collect outstanding debts.
  If physical conditions prevent delivery, additional charges may apply.
  The client is responsible for booking elevators and loading bays. Disruptions may add time to the job.
  Disassembly or assembly must be informed in advance.
  Particle board/**** furniture is not warranted.
  Toxins, flammables, explosives, and valuables are not moved.
  The client is responsible for any parasitic insects and may be liable for cleaning costs.

  
  We want to assure you that we served you to the best of our ability, even when you added items last minute like appliances to be moved and requested junk removal free of charge.

  
  Please let us know if you have any further questions or require additional assistance.

  Customer Answer

  Date: 16/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Thank you for your continued correspondence. However, your response fails to resolve the matter. This is not a damage claim, and the weight-based compensation offered under your insurance structure is not an acceptable resolution for a complete failure to deliver an inventoried item. The "$8/lb" policy is not aligned with accepted definitions of replacement value coverage, and certainly not appropriate in cases of non-delivery.
  

  Please note the following:
  -  Non-Delivery, Not Damage: The PC tower was never delivered — this is a case of loss (or possible theft) while the item was in your care.
  -  The PC Tower Was Inventoried and Acknowledged: The PC tower, along with its accompanying monitor, was included in the official inventory list, and you acknowledged receipt of that list via email **** *********.
  -  Responsibility for Ensuring Delivery Rests with You: The informal “inspection” we were offered — a quick glance from the street at night — does not shift liability. It is your responsibility as a professional moving company to ensure that all items are delivered; not the client's job to verify and confirm your truck is empty.

  -  Misleading Claims About Junk Removal and Appliance Count: the junk removal "free of charge"  was discussed and included in the original contract on Mar 21st - not a “last-minute favour” as claimed in your reply. As for the appliances, there were 2 on the inventory list, but only 1 was part of the move, so one less than originally planned **** *********. We respectfully ask that you focus on the facts of the missing item, rather than attempting to deflect with unrelated and inaccurate statements about the scope of the move.

   - Lastly, we are documenting two deeply concerning actions by your company:  a threat to report us to a credit bureau after informing we would dispute the credit card charge, and a defamation lawsuit threat in response to the BBB complaint.
  Both responses appear to represent an attempt to intimidate rather than resolve a legitimate customer concern.
  
  

  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 16/04/2025

  We already offered a replacement coverage, even though we have signed copy of contract where customer only went with released value protection and regardless of this our offer still stands.

  And in addition we have not received the weight and original receipt of the PC tower. 

   

   

  Customer Answer

  Date: 17/04/2025

  
  
  Complaint: ********
  
  
  
  Final Response:

  I appreciate the company’s reply, but I am not satisfied with the resolution.
  
  The missing desktop PC tower was not damaged, it was never delivered. The tower was clearly listed in the inventory, acknowledged by the company via email, and last seen in the possession of their staff. Offering compensation based on weight under a damage protection plan is not appropriate for a non-delivery situation.

  At this point, I will not pursue further communication. I am only closing this complaint because the company Apollo Moving has refused to accept responsibility, has provided no meaningful explanation for the disappearance of the item, and has chosen to deflect blame rather than acknowledge their contractual obligation, not because the matter has been resolved.

• Initial Complaint

  Date:01/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Signed contract Nov 30 for move on Dec 12
  Movers to arrive at 10 am. Did not arrive until 1:22 pm
  Move on Dec 12 took 3 Hours (1:22 -4:28, with 15 min of lead way)
  I called Ishant ( who I was speaking to through whole process to ask how much my total was to pay the movers,
  Was told that even though the move was only 3 hours, I had to also pay 2 hours of travel time. According to him it was in my contact.
  I checked my contact as I had a copy handy. And no where does it say any travel time
  I was then called by someone else, Ryan. Saying I should have been made aware that the 2 hour travel time was included in the estimate. 3 hour for the move and 2 hour of travel time. The movers were told not to leave unless I gave them $550 in cash. The is still above the remaining estimate as 5 hours would have been $535 since I paid $100 deposit. I paid the money and they left

  Business Response

  Date: 12/01/2025

  Hi,

  We have refunded the client. 

• Initial Complaint

  Date:05/10/2022

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am, Haizhen Z., a victim of a bad moving company called Apollo Moving Inc. I really need your help to get the compensation I deserve.
  I used Apollo Moving to move a ****** 5'3" baby grand piano from Montreal to Oshawa on September 6, 2022 and delivered it on the night of September 7 with multiple significant paint damages to my piano. The moving cost is all inclusive in a one price of $1000 and I paid them in cash upon delivery. I do have a copy of the moving contract. I sent Apollo Moving the pictures of damages on the same night and asked for the compensation for the damages. Apollo Moving first denied the damages, then argued that I did not pay the insurance, and later they say they are waiting to get a date from a repairman. However, I am not sure how long I am going to wait and is he really arranging it or I am just waiting for nothing. Since Apollo Moving never explained in any way how they are going to resolve the damages they made. 4 weeks has been passed by, now Apollo Moving don't respond to my contact anymore.
  Here is the ****rmation of Apollo Moving Inc
  Website ***************************/
  Main phone number I used to contact: ###-###-####
  the person's name I talked to: Parshant D.
  Email I used to contact Apollo Moving is ****@************.ca
  
  Your business is greatly appreciated and I really hope you can help me. Thank you.

  Business Response

  Date: 26/10/2022

  Hi,

  As mentioned before in the estimate and over the phone conversation where you denied to take the insurance with $250 Deductible , also Remaining balance of $113 in taxes are also due. Even then , i have called the handyman for repair to get a date unfortunately he does not have any dates available till end of November 2022. We can reimburse the client upto $150. Please let us know how you would like to proceed.

  Customer Answer

  Date: 31/10/2022

  Apollo is changing their narrative. 

  The talk over the phone about the insurance was that if I wanted to upgrade the insurance, I needed to pay a $250 premium and I declined it. I stayed with the basic insurance which is Under provincial regulations, the mover is minimally liable for 60 cents per pound per item that was damaged or lost and this minimum liability is set by law. In my case, the item is a made in Japan ****** C1 Baby Grand Piano.5'.3" (L) x 59" (W) x 40" (H) | Est. Weight: 654 lbs. Finish: Polished Ebony$0.6*654=$392.40,  by law, this is the minimum amount Apollo needs to compensate on the damages they made.This Piano repair is not a random handyman can repair, it must be taken to a skilled piano workshop, clean up the chiped area, fill up with specific color match polyester fill. When the fill is dry, a craftsman will level it and polish it with special tools back to a high shine as same as the other area. This whole process takes at least a couple of days to finish. It could take several thousand to be repaired.As for the $113 tax, It was upon agreement that in order not to pay this amount, Apollo Moving (Parchant D.)  asked me to pay cash and I paid in cash. This is fulfilled on September 7, 2022.Apollo Moving is not  a professional mover as they claimed on their website.They called me at the last minute and made me scramble to make a decision on moving my piano. I* * *** **** ****** *** *********** ******* ******** ************************************************* * ***** *** ** ** **** ********** ******** * ****** ******** *** ** ***** ****** ******** **** ********* ****** ** * **********

  Business Response

  Date: 31/10/2022

  Good Morning,

  Every company has different price set, and we did move this piano last minute according to your request wherein you declined the insurance and then paid the movers in cash, we can also accept e-transfer or Credit card.

  Also, everyone has good and bad reviews , we made sure that your piano is moved safely , the minor chips near the screws are due to uninstall and install from before, and we have been moving pianos for last 7 years and we know special shops that do repair pianos but it is hard to get an open slot for them to repair. We are still taking credibility as we didn't click pictures before picking up the piano and  We can offer $200 , and will deduct your $113 from unpaid taxes.

  Customer Answer

  Date: 31/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I Paid in Full Amount as we agreed upon it, there is not even a penny I owe you what so ever. As for as the damage is concerned, there is absolutely no chipped part before you moved my piano. There is no possibility that it could have been chipped previously, as the piano had not been moved before. There was no ensuring that the piano was moved safely, since no proper equipment (a plain wrench was used, thus it chipped; it was witnessed) (the movers didn't even have proper taping when it was unscrewed). Apollo's offer doesn't even come close to the $0.60 per pound, which is the minimum liability set by Ontario law for any moving company, not simply because of the moving company's own ideas. In conclusion, Apollo must to compensate at minimal $392.40 for the damages caused, as stipulated for the mandatory basic insurance. Otherwise, if you would like to pay the repair cost, I can get a repair quote accordingly.
  
  
  
  Sincerely,
  
  
  
  Haizhen Zhao

  Business Response

  Date: 09/11/2022

  We have processed the reimbursement as requested. Please let us know if you have received.

  Customer Answer

  Date: 15/11/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and in regard to the relevant circumstances, find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Haizhen Z.