BBB Business Review

What is a BBB Business Review?

Consumer Complaints

BBB Accredited Business since 21/06/2006

Bow Valley Moving Company

Phone: (888) 678-1238Fax: (403) 678-9880

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Advertising / Sales Issues0
Problems with Product / Service0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)BBB Closure Definitions
12/19/2014Billing / Collection Issues | Read Complaint Details
X

Complaint
Move arranged July 2014.Rebooked on short notice for 3 days later due to problems with new floor installation. Owner misrepresented this delay as "...your workmen should pay me for inconvenience..). Sons showed up on moving day with a cube van taking 2 1/2 hrs to load. Sons then took over mins for lunch charging for the downtime. They showed up with a friend and claimed he was "free". They sat down at 2:35 charging till 3. I found the boys personable unitl I realized my bed frame was in 3 different rooms, the "staging" area moved outside in front of neighbours access door, boxes marked "kitchen" in bedrooms, bbq left in front of patio door blocking acces...
I contacted the owner after giving the boys a $100 tip asking him to look at damages. He then gave me a song and dance about how the Catholic Diocese and a new widower was satisfied (why that is my business is unknown to me).
He failed to acknowledge the following:
* Damage to new $18 000 cork floor from leaving
a metal couch bracket on it
* Damage to same floor from leaving a bag of
frozen food buried by kitchen boxes (Offer:
$100 for food "...take it or leaave it right
now. Final offer!...)
* Shattered lamp circa 1970s. "..you didnt pack
it properly..."
* Damage to 1875 quarter cut oak table. Frame is
cracked due to sloppy handling and top is
scratched "...it must have shifted in
transit...)
* Dent to top of chest freezer

I found the owner was cooperative until he had our Visa #. After that he was aggressive, impatient and rude. He engaged in "blame gaming" as everything was my fault.

Desired Settlement
Reimbursement for overcharging 45 mins plus 25 mins 1 hour and 10 mins @ $285 hr = $300

New lamp = $300

Installer for floor tile = ?

Frozen food = $100

Damage to freezer = $50

Business Response
******* ******** was booked for July 7th 2014, on July 3rd she emailed us saying we need to rebook because her floors weren't ready. We rescheduled without any cost to her to July XX XXXX, she said she was stressed; we accommodated her best we could.
When the crew arrived at the ******** apartment the 1st thing she said to the crew was, "I'm not ready". Most of the boxes were recycled boxes without lids and unlabeled which makes our job impossible to handle and stack in the truck. This also compromises the crews safety and possibility of damages. They shouldn't have continued with the move but they did.

Our website indicates how to pack boxes and that proper containers are needed. http://************************* When a customer packs their own boxes "they" are your responsible if anything gets damaged. (That's with ALL moving companies). Most clients that pack themselves buy "proper" moving boxes and packing supplies (as our website suggests), everything is required to be ready "before" we get there. *******'s boxes were used, irregular shapes with no integrity, and were NOT "clearly" marked as she claims. Her clothes should have been in wardrobe boxes. Lamps and fragile items needed to be pre-boxed, packed properly with packing paper, or popcorn packing material and taped, these should also be marked as fragile. These instructions are on our website as well. Nothing was packed properly; she clearly didn't care about her belongings!

Mrs ******** wanted to keep her move under 3 hours which would have been literally "impossible" for any moving company considering her location on main street and the 3 flights of stairs they had to climb just to get to her apartment. The boys wanted to get off Main Street so they didn't take a coffee break but added it to their 30 min lunch break. Mrs ******** later accused them of sitting around so to compensate Mrs ******** of this "extended break" **** gave her an extra man (******* who is also a licensed federal carrier himself and very experienced mover) at no cost to her for part of the offload, 1.5 hrs for free! (normal cost 150.00 @ 50.00 per hr) I thought this was a good call by ****. Mrs ******** claimed it to be 45 minutes.
This is a quote from Mrs ********'s email July 29,2014... "your sons friend bumped into them at lunch and tagged along working from 1:50 to 2:35 which is not "another man".....etc all of which is irrelevant and does not address my main concerns"

My "sons friend" was *******...my son. I have no idea what her comment meant but it's quite condescending and shows her lack of gratitude!



I just had a meeting with the crew and we discussed her allegations so the rest of this email would be addressed together.
Nov XX XXXX. **** and ******


At the new location **** and ****** (who have worked full time with BV Moving Company 4 years, and completed over 1000 successful moves as a team) gave ******* the option of staging her boxes in one common location. ******** was going to distribute them herself to save on time. She later changed her mind and "she" directed the boys where to place the boxes as she sat on a chair drinking beer. They crew put the "marked" boxes in the locations where indicated on the box then Mrs ******** directed the crew where the location of the "un-marked boxes was suppose to go. The freezer boxes were here as well and they simply distributed them where she directed them. Any spoiled food or wrongly distributed boxes was because of Mrs ********** directions.

I made it clear to ******** initially through email that our rates are 185.00 per hr with a 3 hr minimum charge and we charge in 1 hr increments until the job is complete after that, extra men are 50.00 per hr. I still have ALL the emails if you want them.
***** ****** and ******* are very considerate, courteous and careful, they have no recollection of damages. I assure you they would tell us if any damage occurred, as these are honest men. ******* and **** are my sons and have very high work ethics as does ******.
******** simply wasn't prepared and unrealistic in her expectations. We don't make old things new. She said it was a "sloppy move", yes she was very sloppy! Our crew did everything they could giving the conditions and her preparation (or lack of it). Most moving companies would have turned and walked away!


NOTE... The move was completed ************** but the claim was made until Oct XX XXXX! This claim shouldn't even be considered considering the time that has lapsed.

When ******** went to get a tip for the crew, she told them "you're done" - that's the only reason the beds /couch/chair weren't assembled, it was to keep her time/cost down.
1).She states her cork floor is fine (below). Cork floors are a self-healing material, the only type of flooring that is like that. ******** and ***** probably slid her metal framed sofa around on the cork floor and damaged it then.
2). Her chest freezer was old and had dents on it. The apartment was a war zone!
3). Her lamp wasn't properly packed. She was to have All items prepared for us.
4). Her 1885 Scottish oak table is a "1885" oak table, the crew wraps all furniture with blankets... She told the crew her ex was drunk and fell on the table and broke it. She said there was a wobble on the table because of it. **** mentioned to her that he didn't know if it was going to make the trip as they brought it down from the main street apartment. If she wanted to make claims she should be more careful what she says. This is very upsetting to hear!
5). The crew was instructed to stage her boxes in the new location, then she changed her mind and sat on her chair drinking beer and instructed them where the boxes go. If she couldn't distinguish what was in her boxes, how would our crew. They put every box where she instructed them to go! It's her fault some of the boxes had frozen food in them not our crew-they were listening to her lead. If she was so concerned about limiting her invoice why did she have them do more work?
6). If the crew did such a terrible job why did she tip them?


Bow Valley Moving Company has been a BBB Accredited Business since 21/06/2006
We have never had 1 complaint filed with the BBB for over 8 years yet this client has a laundry list of damages which i hope you see as "suspicious". Our clients range from the ***** ******* ******s to *********, to ******* and ******. A lot of our moves are high-end multi-million dollar clients in *****, Calgary and Canmore regions. We are federal carriers with a lot of our moves going out of province. We do over 300 moves per year and are very proud of our companies history and growth, it's a family business and that is why we take pride in what we do. If we do damage something (and sometimes it happens) we take action and make it right (even if the claim is questionable). This client is beyond reasonable, the packing was horrific and her furniture worn hard, yet we are suppose to bring her furniture to their new location in better shape than we received it?

Speaking with the crew today and being made aware of what her move was really like actually maddens me more than I am willing to express. We changed move dates to accommodate her short notice, she was aware of our rates and our reputation in the area. We gave her "free" labor. Most carriers add additional charges for extra stairs and extreme situations... we didn't!
She is the only complaint we've had like this in over 700 moves (past 2 1/2 years). I offered to pay for her 100.00 for her spoiled food initially but after talking with **** and ****** makes me realize she received more services than she was charged.

Consumer Response
Please excuse my lateness. We have been in San Diego


Consumer Response
***Document Attached***


Business Response
We have addressed every "false claim" made against our crew and company.

We are NOT a free service and just because someone makes false claims it doesn't mean we will cough up money. This was old furniture and she was unprepared in every way. If we were that sloppy of a company we would have many claims against our profile.

Industry Comparison| Chart

Movers, Delivery Companies

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.