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Consumer Complaints

BBB Accredited Business since 20/08/2008

Norand Inc.

Phone: (403) 629-6441

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Customer Complaints Summary

5 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Delivery Issues1
Problems with Product / Service3
Advertising / Sales Issues0
Guarantee / Warranty Issues0
Total Closed Complaints5

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (5)BBB Closure Definitions
07/29/2014Delivery Issues | Read Complaint Details
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Complaint
Movers showed up an hour and a half late. Went to the wrong house. Truck wouldn't start. Finally did movers were slow took 5 hrs to move a small townhouse. Movers tracked mud into my newly built home with brand new carpet on the stairs, multiple dings in the walls that needed to be crack filled and painted.




. They leaned a marble table top up against a half walk with zero support to prevent sliding. After they left my daughter who is 3 walked by table slid out and broke her leg.

Desired Settlement
Seeking com pension for the carpet cleaning and crack filling. Spoke to the manager ***** who told me it is the home owners job to take pride in their home and cover the floors to prevent this. Had 3 moving companies in the past who used moving blankets and plastic on carpets or hardwood. After hearing such ridiculous statements about how the homeowner needs to be proactive to protect their home from damages I didn't think I should take the fact that my daughter broke her leg because they leaned a marble table top against a wall to them.

Business Response
LATE ARRIVAL
Late arrival to client site is covered on our contract on terms and conditions which client signed and agreed that states, "Arrival time is not guaranteed. We will endeavor to arrive at the time scheduled originally. However delays may occur due to circumstances beyond our control such as traffic jam due to accident etc." We even made a courtesy call to the client that we were running late and was noted. We were there and NEVER leave this client stuck with her furniture & did the job to the best of our ability and client advised that she was satisfied except of the dirty carpet which she wanted a reimbursement after the job was completed upon receiving payment.
DIRTY CARPET
Why did client wait until job was completed to make a complaint about the dirty carpet? This could have been avoided (1). If client had advised the mover to use floor runners for all our units carry floor runners in them or (2). Advised writer during 3 courtesy calls checking on job status.
Operation / Sales Manager made three courtesy calls to the client checking on the job status and talked the same client who advised writer that the job was going very well with no concerns until her last call during payment time that the carpet was dirty and needed reimbursement. We found this to be unfair on our side and dismissed the client concern for this could have been avoided if client had verbalized her concern in a timely fashion.
JOB TIME FRAME
She indicated that the job took longer than it should. When I called client she indicated that the job was going very well (2). Client signed a contract agreeing to proceed if her job is going to take longer than the quoted time frame. So now we don't see anything we did wrong for we are in agreement with our client in writing. Client paid happily except the dirty carpet that was raised to me and was explained to the client and good understanding was noted between us two only to be surprised to receive a letter via BBB.
MARBLE TABLE TOP
Client has the final say of where we place her stuff in her new home indicated on our website. It is client's responsibility to make sure we place every single piece of furniture according to her orders therefore the marble table top should have been advised by client and placed accordingly due to limited space in the house. The safety of her child is her responsibility especially on a moving day where boxes and other pieces of furniture are all over the house. We as a company we are very sorry to hear what happened to her 3 year old daughter after the move was completed and wish her a speedy recovery. We never intend this unforeseen situation happen to her.



TRUCK NOT STARTING
From the time I was advised that the truck was unable to start I personally walked through the driver on how to get the truck started over the phone. The whole process took me less than 5mins to get the truck started and the issue was resolved. Why bringing this issue now when we did everything to get her relocated. It could have been worse.
CONCLUSION:
We did an awesome job for this client which was evidenced by our last telephone conversation upon completion of the job. The only issue raised by the client was of the dirty carpet which I explained in detail on above narration and we were all on the same page. Never thought this issue will be dealt by BBB. We had lots of moving blankets same as other moving companies. Our Units are fully equipped. Client may have been angered by the injury of her daughter and now reacting out of anger to fix us. We decline any reimbursement to this client for the above reasons.

06/24/2013Billing / Collection Issues
01/28/2013Problems with Product / Service
08/16/2012Problems with Product / Service
07/13/2012Problems with Product / Service

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Movers

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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.