Complaints

This profile includes complaints for Let's Get Moving's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Let's Get Moving

  7 - 945 Wilson Ave North York, ON M3K 1E8

• 

  Let's Get Moving

  1277 E Pender St Vancouver, BC V6A 1W7

• 

  Let's Get Moving

  1615 - 85 Executive Court Scarborough, ON M1S 5W9

• 

  Let's Get Moving

  4 - 2084 Speers Rd Oakville, ON L6L 2X8

• 

  Let's Get Moving

  2 - 65 Biggar Ave Hamilton, ON L8L 3Z3

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:03/01/2023

  Type:Customer Service 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.

  It is a moving company that forces you to pay cash ** ***** *****. I also paid for insurance on my furniture so if anything was damaged they would pay me out. They heavily scratched my new bed frame that cost me 2.5k. I asked for the payout but they are refusing to do so unless I remove my bad review on their ****** reviews. They are forcing customers to remove their ****** reviews in order to get their insurance payout. They have many rewards because they have good reviews *** **** *** * ****. They are forcing people and *********** them with legal actions if they don’t remove their bad reviews. They are also all doing this over the phone so it is difficult to get any sort of proof as it is ******* to record on my side. They started ignoring me now and refuse to give me my payout to cover the damages that was done. Moving companies are always shady but this one is extremely bad. They are *********** me, refusing to give me my pay out due to a truthful review I left on their ****** page.

  Business Response

  Date: 04/01/2023

  Contrary to the response of the client, we are a legitimate business and do pay taxes- we give all of our clients the option to pay via cash, credit or debit.

  The screen shots-attached above, show the contract that the client signed-upon starting the move, only had the BASIC protection plan ( which covers a maximum of 60 cents per lbs)-which was included in her hourly rate of $149hr.

  As per the contract, if the damaged bed frame in question was 150-200 lbs, legally the client is owed $90-120.

  We are more than happy to round the weight of the bed to 200 lbs and refund $120 to the client to settle the matter.

  Contrary to the client's statement that they purchased "insurance", There was no upgraded coverage purchased at all.

  We are not forcing anyone to remove their review, however, once we have addressed and resolved our clients issues and concerns, we request that the review be revised-as the original review would no longer be factual and relevant.

  The reason we do this, is to ensure that if anyone else were to look at our online reviews-given by a previous client that had issues-they will see that we don't just ignore our clients concerns, but actually get to the core of the issues and concerns and do our very best to resolve those issues for clients.  

  Customer Answer

  Date: 04/01/2023

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

  I was promised 700$ over the phone and I was DENIED the money because I would not remove my review. I was ignored for multiple weeks. I called, left messages, emails and was ignored because I would not remove my review which was FACTUAL. I was told I would not got the money unless I remove it on multiple occasions. ****** **** ** *** ******* ***** **** *** ********* *** *** *** ******* *** *** **** ****** You force clients to remove bad reviews and that’s why your business is so well rated when in fact, the customer service is awful. I only said that I was disappointed that my furniture was extremely damaged and the insurance does not cover my full 2.3k worth of damages that was done. I was indeed force to pay cash *** *** **** ** *** ** *** *** *****. Maybe talk to your employees about this. I will not take 120$ as I was first promised 300$ then was upgraded to 700$. I never received a dime.  
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 06/01/2023

  Hello *******.

  Unfortunately, we had extended an offer to you which was rejected previously because we were not able to finalize the agreement on your end.

  We do have a legally binding document that must be signed whenever we forward our clients any amount of compensation-even when we refund someone $5, as we have had issues in the past with clients being refunded, and then coming back to ask for more money later. This is the main reason this document exists.

  As well, once the previous matter in question is settled, we ask that the review be updated, and changed to reflect the updated status of the current situation-once we have come to an agreement and the issue is considered resolved.

  We always offer our clients the option of paying cash, debit or credit, but never do we ever FORCE anyone to pay cash. 

  As for a promise of $700, I do not have any record stating that there was a promise to forward you that amount, nor are we obligated to refund that amount to you as there was no written agreement to refund you $700.

  $120 is the maximum amount of compensation we are legally obligated to forward you, as per the outline of our moving services contract that was signed by you.

  We are more than happy to come to a fair resolution for you, but unfortunately a refund of $700 is out of the question

   Regards

   

  Customer Answer

  Date: 10/01/2023

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

  I was promised at first 300$. Never 150$. I refused as I was being forced to remove my review. My review only stated that my new item of a value 2.2k was damaged and that the insurance they are given me doesn’t cover the damages. Which is true and under the ontario customer protection, I am legally protected. There is no need to update the statement as even with 700$ it does not cover the cost of the damages! I was promised 700$ and promised a call back. I was never called back. I called multiple times and sent 2 emails which we’re completely ignored. It is hard to come to an agreement when the business is actively ignoring you. I am refusing 150$ as it lowballing me. I received horrible customer service. I was forced to pay cash. My new item was damage. No one was ever nice to me and I was actively ignored by your team.
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 13/01/2023

  Hello *******.

  We never promised any amount of compensation to you, because for the refund to go through-it would have to be finalized and there was never any finalization on your end in regards to settling the matter.

  Your items and belongings are only covered at UP TO 60 cents per lb with our basic protection program-included in your hourly rate.

  We do not offer insurance for any item, but a regular or upgraded protection plan that covers a certain amount of your item-should it sustain damage during the move 

  There were previous offers extended to you, but none of which were accepted, so they are no longer valid or considered relevant.

  We are happy to forward you a refund of $275 to finalize and settle the matter.

  We are not, nor were we ever ignoring you, nor at any time did our company force you to pay cash or force you to remove your review

   

  Customer Answer

  Date: 17/01/2023

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

  Hi, 

  I do not appreciate misleading statement and out rights ****. All conversations were recorded and I was offered 700$ on the last call where I was told I would be called back. I was never called back. I messaged. I called multiple times and left voice message. No response. How is this not ignoring a client and putting all the blame on me? When I booked this service with you  I specifically mentioned my bedframe and my other furniture as extremely expensive and the need for it to be handled with care. I was promised that everything would be. It was not. My new bedframe was extremely scratched to the point where it has to be professionally repaired. The cost is way over 275$. I was offered and promised the 700$ after I explained everything. Denying this on your part is an out right *** and misinformation. I will not accept anything else but 700$ I was promised. Please do not say that “no one is forcing you to remove a review” as your consultant told me out right that it has to be done for me to receive the money. Once again, the calls are recorded. Please listen to them. * **** *** ** ******* ** **** **. Please reimburse the promise 700$. 

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

  Business Response

  Date: 30/01/2023

  There was never any promise made for a compensation of $700, nor are we offering a refund $700.

  There was a document to be signed for any refund given and you had refused to sign it-therefore failing to complete the refund transaction.

  With the basic coverage, your items and belonging are covered at a maximum of 60 cents per lb-as is the standard rate with basic coverage.

  Your bed was covered at a maximum of $90-$120 assuming that is weighs up to 200 lbs, which is unlikely, given the fact that our company charges $175 for any item that weighs 200 lbs plus.

  We are being more than generous and offering you $275-even more than the basic coverage that you had-which you can find from your contract below, which you signed and accepted upon booking:

   

  LIABILITY/DAMAGE GOODS
  The Company will not be liable for any delay, loss, or damage to a shipment for those causes listed in the Force Majeure clause in this agreement. In no event shall the Company or its employees, consultants, associates, officers, or directors be liable for any indirect, consequential, incidental, special, punitive, or exemplary damages in connection with this Agreement.
  If any of the Customer’s goods or items are damaged as a result of the Company’s fault during the Services, the value of such goods and items shall be calculated as $0.60/lbs. (sixty (60) cents per pound). TheCompany shall indemnify the Customer based on the said calculation. The Customer agrees that the Company is not liable for any amount exceeding $0.60/lbs. (sixty (60) cents per pound) for any given articles or goods. Any damage or loss caused by the Customer shall not be compensated by the Company.
  I understand that the Company will not be held liable for any damage to walls, ceilings, floors or fixtures incurred while in the process of facilitating the move. The Company will at all times ensure the protection of items using items such as quilted blankets, plastic shrink wrap, straps, etc., and will take reasonable precautions to the best of its ability to ensure that items are carefully secured at all
  times.
  I further understand that the Company will not be liable for any damage to the following items: Marble, granite, china, ceramics, stoneware, lamps, particle board, pressed wood furnishings, Ikea or similarly constructed furnishings, printers, photocopiers and contents of boxes packed by the Customer. The Company reserves the right to refuse the transport of goods that are deemed to be hazardous, flammable, combustible, toxic and unsanitary, or pose a potential health and safety risk. In no way shall the
  refusal to transport such goods affect the Customer’s responsibility to pay for the moving services. The Company shall not be liable for deterioration of or damage to perishable food, plants or pets. Furthermore, if there is damage to or loss of a complete set or until when only part of the set is damaged or lost,
  in which event the Company shall only be liable for repair or recovery of the lost or damaged piece or pieces. The Company shall not be liable for any damage or loss of valuable (jewellery, artwork, cash, etc.…) personal items of the Customer. The Company’s service does not include handling of valuable personal
  items. At no time, the Customer shall assist or interfere with the Company’s employee during the Services. Any loss, injury or damage that occurs as a result of breaching this covenant shall be sole responsibility of the

   

• Initial Complaint

  Date:16/11/2022

  Type:Product 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.

  Moving company was hired to pack ( Sept 8th, 2022), move and unpack( Sept 9th, 2022) the contents of my home from *** ******** ***, ****** to our primary residence *** ******** *** ****** ( Aprox 10 min drive).
  
  A deposit of $113 was made in advance with the online sales representative that explained the movers would show up pack everything, bring all the supplies needed for the packing and then charge based on the amount of packing supplies used and hours to do the job. We paid $1739.66 for this service.
  On the 9th I was charged $3435 to move our contents, this included the upgraded insurance coverage of $299.
  Which was to cover any damages to our home or contents by the movers.
  
  I have tried repeatedly to get this company to reimburse us appropriately for the damages to our home and the loss of our contents but they are only offering $450 for charging us for packing paper they didn't supply, and damages to our home, but not offering anything to compensate us for our missing contents. They also have yet to return the one item they did find.
  
  I will attach another document which outlines more specifically the details of our interactions and attempts to resolve this matter.

  Business Response

  Date: 17/11/2022

  Hi Good Afternoon,
  We opened up a claim for the client and did the investigation on our end.
  This includes speaking with the movers and checking the truck cameras.
  During the Investigation, Our movers confirmed that they did not take the packing papers and had to use the client's tissue papers.
  We further asked the movers about the damages and were informed that the damages were already there before the movers got to the client's place.
  The movers also informed us that the Client had called in a handyman on the day of the move to fix those damages. 
  Based on all the information, we agreed to refund the packing paper charges as well as cover the cost of her tissue papers that were used. 
  After a lot of back and forth, we agreed to compensate the customer $450.00 for everything, avoiding the fact that the movers informed us about those damages being there before the move and also that there was a handyman present on that day trying to fix those damages. 
  
  With regards to the missing items; we checked our truck cameras, through which we found out that the movers had forgotten one of the client's lamp in the truck. This was informed to the client, but the client had never responded us on how and when she wanted this to be delivered. 
  
  Regarding the other missing items and boxes, we have checked everything and nothing was brought back in the truck beside the lamp. 
  It is also the client's responsibility to confirm and make sure that nothing is left behind.  

  Thank you.

  Customer Answer

  Date: 17/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They have added nothing to what I had already explained in my complaint. As I explained the "handy man" was not there to fix the moving companies damages that is their responsibility and I forwarded them my photos as evidence.  When I spoke with the "investigator" she said she agreed the photos did prove that the damage was done to walls, floors and doors after as could be seen by the dents in the finished work.  As I have already explained our contractors were on site doing other work which needed to be addressed.  

  This company has repeatedly tried to avoid even covering the basics of what I had paid in extra insurance and is now avoiding their responsibility for not delivering all my items.  How was I to know if all the boxes where delivered, I had paid them to pack the contents and they didn't do so properly, not labelling them nor even doing a count that could be checked at the other end.  The driver did not ask me to check the truck and was in a hurry to leave.  The company knows where we live, they should have delivered our lamp as soon as it was found, with an apology for not doing it in the first place.

  This company has for all intents ****** our property and needs to compensate us for not delivering it.

  Sincerely,

  
  ***** *******

  Business Response

  Date: 08/12/2022

  Hi Thank you so much for your response,

  Firstly, we did not mention that the handyman was there to fix the damages caused by our company as non of the property damages were caused by our movers.

  The movers had very well informed us about the damages that were already there and for which the client had called in a handyman to have it fixed.

  Secondly, we did not ***** or ******* any of the client's items. It was just one small lamp that was brought back in the truck by mistake and for which the client was contacted and informed.

  We simply couldn't have it delivered as the client never mentioned the availability, as we do not want to have it delivered to the doorsteps. We want to make sure that it is delivered directly to the client's hands.

  As we do not want to get blamed, that it was broken, or it was never delivered. 

  Thirdly, the client paid an upgraded valuation of $299.00 and although the damages weren't caused by the company (which was confirmed by our movers), we still went ahead and offered the client $450.00. 
  
  In conclusion, the company has tried its best to resolve this issue by offering more than a fair amount of compensation to the client. 
  

  Thank You. 

• Initial Complaint

  Date:14/11/2022

  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.

  Oct 22, 2022. Cost was ~ $750 for 5 hours including 3 commute: company to storage to apt to company. The company advertised as no hidden fees and charge an hourly fee of ~$140 + additional fees to move a peloton for $75. I am filing multiple complaints including misrepresenting having no hidden fees and use of high pressure selling. My original request: movers arrive at storage by 11; company marked as 11-12 as start time; ~11:30 day of company advised ETA 12:45 (but insisted they were within 1 hr late not close to 2 hr as i suggest since arrival was expected at 11; but if I am press for time, I can add another mover for $60/hr but get a discount for $10/hr off due to late-); I declined their offer and asked another friend to help instead; movers didn't arrive until 1:05. 2 inexperienced movers (us) were able to help the 2 experienced movers load 4 full dollies before they could unload 2 dollies from elevator to truck (vs 1 dolly at apt); move at storage was 2nd floor to ground with 6 dollies took 1hr 15m (vs apt ground to 17 floor); drive from storage to new location took 45 mins (vs us less than 15 mins); movers arrived at apartment ~3:20 and asked me to sign 3 waivers when i was pressure to finish everything by 4 as elevator was occupied; movers were asked to place everything at door entrance after chipping my wall the first items they moved; before my last batch was moved, I was forced to do a full pmt in cash or items withheld. I later found myself missing items but cannot verify what happen as I can't confirm what happen and why the commute on the way took 45 mins. Requesting as my resolution: adjust time from 5 hr to 3hr 30mins (40m commute + 35m move (1/2 the time of last move) + 15m commute + 1hr 15m move + 30m commute). commute time adj to reasonable time needed. ~$210
  - 1 missing box of items valued at $500. I will absorb 50%. ~$250
  - Remove advertise of no hidden fees as 'hours' can be manipulated by stalling tactics.
  - Total refund $210+250 = $460

  Business Response

  Date: 14/11/2022

  Hi Good Afternoon,

  We offered the Client to submit a claim form so that we could officially open up a claim for him and look after his concerns.

  The company has a strict policy of submitting a claim form within the 14 days of timeline.

  The client never filed/filled the claim form that was sent by us, nor did the client submit any picture of his damages.

  We do not consider any claim that has passes the 14 days of timeline (After the day of the move). Since this complain is being reported after almost a month (23 days), we can no longer consider this claim as per our company's policy.

  But as a gesture of good fait we would still like to offer the client $50.00 as a compensation amount. 

   

  Thank you. 

• Initial Complaint

  Date:04/11/2022

  Type:Service or Repair 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.

  On Oct 30th I had Let's Get Moving scheduled for 730am-830am.
  issue 1: I received a call at 842am saying they were going to be late, they did not show up until after 9am. I had already began driving to the office to figure out what was going on as I could not reach anyone on the phone.
  
  issue 2: I had explained there was a treadmill that would need to come up stairs, they did not take it apart properly which resulted in them getting it stuck in my stairwell. This took and addition hour of work to get it out. They eventually dissembled it properly and got it up no problem, however it cost me and hour of work.
  
  issue 3: We stopped at my storage unit where they just started throwing stuff in as opposed to strategically placing it. I ended up having to essentially direct them on what to do,
  
  issue 4: My coffee table was completely wrecked, jammed in the back of the truck compromising the legs of it. *** ********.
  
  issue 5: No boot covers or protective coverings put down, extremely unprofessional and have not responded to my emails regarding reimbursement.
  
  I paid over $1900 for a completely terrible experience.
  This should have been a very basic move, they were only required to wrap and move large items.

  Business Response

  Date: 04/11/2022

  Hi Good Afternoon,

  Thank you for your email.

  The client has submitted a claims with our company and we are looking in to it. 

  We are trying out best to come to a fair resolution for the client. 

• Initial Complaint

  Date:18/10/2022

  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.

  Merchant lied about cost of moving service and then ******** me for payment (i.e. they were going to keep my property unless I paid them extra funds that were not agreed to). Merchant also botched the moving job - damaged property and breached moving contract.

  Business Response

  Date: 29/10/2022

  Hi Good Morning,
  Regarding the client's concerns, Our company only provides an estimated rate/value of the move to all our clients and we only charge hourly from dock to dock.
  We do not provide or promise a fixed rate to any of our clients, and this is also mentioned on our website.
  The client was very well informed about the company's policy by our sales agent before booking with us and during the confirmation call. 
  (both over the call and email).
  In addition, the client was unavailable on the day of the move and was instructing everything over a call and email
  when the movers wanted to ask a few things of the client, he advised them to send him an email. ( this is how he wanted to communicate with the movers during the day of the move)
  He was trying to instruct the movers virtually, and this created a lot of confusion and ended up taking soo much time. As you can imagine the time it can take to send an email and wait for the response. 
  when the client was presented with his bill, he declined to make a full payment, so our movers had to hold a few of his belongings until a full payment was received, this was only to protect ourselves as a company. 
  We currently tried to reach out to the client and offered him a compensation amount,
  for this, we mentioned that we'll require his credit card details to process the refund, as this is our company's policy. 
  The client declined to move forward with it and further asked us to e-transfer him the refund amount, which is against our policy.
  
  In conclusion, we have tried to provide fair compensation and come to a resolution, but the client is declining the offer and accusing us of being a scammer just because we informed him that we will require his credit card details. 
  

  Customer Answer

  Date: 29/10/2022

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

  The merchant  gave me a solid quote of not more than $1,356 for the total cost of the move.  The merchant then mishandled the move - they moved items that were not supposed to be moved and had to waste additional time to return those items to the home, as well as extorted me out of an additional $700.  The merchant did offer to return $400 to us to compensate for their mishandling of the move.  I am willing to accept that $400 as settlement but I'm not willing to provide the moving company my credit card information as I do not trust them and the local police have warned me not to provide the merchant with my credit card information.  If the merchant truly wishes to settle this matter (*** *** *** ** **** ** *******) then they should simply mail me a cheque for $400 or initiate an interac payment - they can send to my email ********@*******.com   to settle this matter.

  It is highly suspect that the merchant requires my personal credit card information to issue me a refund especially since I had paid them originally by interac payment from my ***********

  Sincerely,
  

  
  
  
  ***** *******

  Business Response

  Date: 04/11/2022

  Hi, 

  This matter has been resolved and settled between the client and the company. 

  we have E- Transferred $400.00 to the customer's account as the client suggested and resolved the matter. 

   

  Thank You.