Complaint Budget Moving & Storage asked for a deposit to hold the date June 30 2015. We payed and on June 30 2015 they did not show up to do our move. When I hired Budget Moving & Storage to do our move I made it clear that I wanted to move June 30th but I had to be out by 3:00 in the afternoon. I was looking for a moving company who had the first appointment available open for that day. I wanted the first appointment so there would be no rush and stress moving out, lots of time to clean the old apartment and I wanted to be sure there would be no overlap between me and the new tenant moving in. Budget Moving & Storage assured me that I was in luck as no one had booked any appointments for the morning of June 30th. It was wide open and they would book me for 9:00 Am which for them is there earliest time slot.But in order to book it I had to give them $100.00 deposit. So I payed. The day before the move I called Budget Moving & Storage to verify the time, I was told movers would be coming at 9:00 AM. The day of our move at 9:00 AM Budget Moving & Storage did not show up. I called and asked what was going on, where were they? They said that they had injuries and sick calls so they would be running late. I asked when they would be there I was assured 11:00 or 11:30. We waited. 11:00 came no Budget Moving & Storage, 11:30 came no Budget Moving & Storage. When I called again to ask when they would be coming the employee I spoke to could not give me a time, just that they were coming. When I questioned him further he became angry and proceeded to tell me that I should be grateful that he is even at work answering phones as both his legs were fractured in a moving accident the night before. Instead of going to the hospital or seeing a doctor he came to work to make MY move happen. He proceeded to tell me that the crew moving me was currently moving a 70 year old women who booked the morning slot on June 30th before me. The movers would be there after they finished moving her. This was confusing as I was assured that I was the first person who booked an appointment the morning of June 30th. At this point I became suspicious that Budget Moving & Storage was even coming. I was not in the position to be able to wait and see if I had been scammed out of 100.00. At that point I had three hours to move out of my apartment, with no truck, movers or help and no estimation of when help was coming or if it was coming. I had to take matters into my own hands and move on. I called Budget Moving & Storage, fired them for lying about having an open slot available the morning of June 30th, not showing up at the original agreed upon time, not showing up at the NEW agreed upon time, running 3 hours late in total with no estimation of when they would be there be at all. My move was stressful, rushed and there was overlap between me and the new tenant moving in. This all could have been avoiding had Budget Moving & Storage been honest with me in the first place and told me they did not have morning slots available when I called originally to book. Now I am out 100.00 for a service they did not provide.
Desired Settlement I really wanted you to be aware that this happened. ******************************************* *************************** ***************************************** ************************ ******************************************************************************* It would be nice to get my 100.00 back but I see this as unlikely as I fired them. My intent is more to have this incident documented in case there is a history of this company running late or not showing up at all.
Business Response From time to time Mrs. ******* we experience unexpected situations beyond our control. Unfortunately on June 29th our last job of the evening, there were 2 staff that were injured and put us behind a crew for the morning of the 30th. Our dispatcher contacted your husband at approximately 8:00 am that morning to alert him of the situation at that point he was okay with us moving the elderly lady first. In the 16 years, I have been in business, I have yet to stand a customer up and would of been more than accommodating for your move as well. You called back, fired us and said to keep your deposit and hung up on the dispatcher. This is last contact we had with you since this unnecessary complaint. I'm happy to say that even though we were short staffed, all 9 moves were completed on June 30. I apologize on behalf of Budget Moving & Storage and we will refund for your deposit.
Complaint The marble top and backsplash to my Antique dresser with mirror was broken beyond repair. It was not packed/loaded properly. I just want top replaced. I was moved from ******* to ******** from 1-5 Aug 2014. There were many issues with this move from the packers, the apt not being ready on time, but, especially the driver, who had a severe cowboy attitude of "just get 'er done", which meant speed was his dominating factor and he did not take care to make sure precious items of furniture were protected. There were many dings and scrapes, but these were hard to prove so I let them go. I fixed my nearly new lamp stand which was damaged because they wouldn't due to their insurance. But the one item that upset me the most was seeing the marble for both parts of the dresser cracked beyond repair. I would not have accepted a repair as it would always have a stress line.
Budget moving and I agreed after nearly two months that they would replace the dresser top and they insisted in also doing the backsplash which I no longer wanted as the piece was no longer an antique, but a period piece - it was approximately 120 yrs from Belgium and was a gift to me from our landlord when we lived there 5 yrs ago. It survived rough seas on the Atlantic Ocean and survived. In early late Aug I gave the Sales Manager, who also deals with claims the dimensions.
Four weeks in following up with him as to what Budget was going to do, he stated he would be sending the top and backsplash ASAP as he had a piece of the Bianco Carrera in storage. He asked for the measurements again which I sent him. We did not disagree in our correspondence as to the damage and the ratification of this claim. However, it took another month to get him to commit.
I was again told around Oct 27th, he would get the marble cut and ship ASAP, but because I had heard that from him before, I emailed and requested what ASAP meant to him because I didn't want to be a pest about inquiring. Due to health issues which is why I am in ********* time passed and 2weeks ago, on Nov 23, I contacted, ****** the Sales Manager again with a cc to the owner of the company, and still no response.
I don't want to hear their excuses anymore, and acting like they are doing me a favour. The driver is responsible for packing his truck and if he sees something not packed right he had the packers right there and he should have made them crate it. I just want the top to my dresser so it can be a dresser, instead of looking in the drawers from the top. I don't care about the backsplash as much as I will not be using it in this home.
Desired Settlement I want the marble tabletop to my dresser replaced in 1" Bianco Carerra to the size specified twice to Budget Moving and a formal written apology for all the stress as ***** knew I was having major surgery and why I moved to *********
Business Response In accordance with the bill of lading, which is the governing contract between the consignors the consignee and the carrier pursuant to the applicable transportation legislation, Budget Moving liability for loss or damage is limited to Sixty Cents ($0.60) per pound unless the consignor has declared a value on the bill of lading. In the present case, no value was declared or purchased. Accordingly, our maximum liability would be calculated based on the weight of each item accepted for claim. We do not insure particle board furniture or any fragile items not properly packaged for transit.
My understanding is that you had a company perform a full packing service for you the day before we arrived to pick up your household goods. Marble is considered a fragile item and should be crated for transport. We do not do crating services, your packing company should of crated the marble. Unfortunatly it was broken in transport.
Based on the coverage you had, it clearly wont cover the suggested cost you noted in a previous email to ****** We have a peice of marbel that resembles the one you supplied by way of photographs in your email, however it is not 1" thick, it is 1/2" thick. ***** was merely trying to do something more than you were covered for. Coverage would of been around the $200.00 mark.
I was unaware that this has not been rectified to this point and aplogize for that.
I will need to follow up on the status of the peice of marble or we can etransfer you $500.00 toward the repair or replacement of your marble as a courtesy.
Kindest Regards, **** ****
Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the e-transfer because of being in the renovation business I can get the piece I need for that price and it will be one inch. The 2 pieces of marble weighed much closer to 100 pounds, not 20 pounds as it took 2 people to move the base and one strong man to move the backslash. But I am not going to fight over $100.
I do not agree with their justification as their driver has a responsibility to not allow anything that is not packed properly on his truck. I would never use this company in the future and if someone does they need to supervise very carefully. Also do not expect anyone to take responsibility or accountability. I am not letting the packing company off the hook but they are in another BBB Zone.
Please send the e-transfer to ************************ by the end of this week or I will reopen this complaint.
Complaint Missing boxes, scratched furniture, ************************ Budget Moving was not my choice of a moving company. They were sub-contracted by **************** the company that I had hired for my move from Ontario to Alberta in November 2014. The reason this complaint is coming in so late is that I have been trying to resolve my complaint through the ** *** where *************** has recently relocated. Obviously, I got nowhere with them. They never even informed me that my contract with them had been sub-contracted. So I had no choice but to accept Budget when they showed up at my door. My first problem was that I had to sign a BLANK **** slip after they loaded, and it took a week after they delivered my furniture for me to find out how much I had been charged. I had had no choice when they asked for an imprint of my card; they were loaded and ready to leave. I have other complaints about them, but I will just list the most important ones: the undelivered (*******) boxes which contained my MOTHER'S SILVERWARE. I will even forget about the set of 12 place setting dishes that are missing. I had warned Budget that I would not be at the delivery location in AB because I could not leave ON for another week, but I had arranged for someone to be at the unloading point when the furniture arrived. I had asked Budget to call my contact ahead of time to warn him of their arrival. They only called when they had actually arrived in Medicine Hat so that my contact did not expect them that day. As a result, they put my furniture in storage 10 km away. I would not have had a problem with that if all my boxes had been delivered and if I had found my furniture in good condition, but I am missing at least six boxes including my dead mother's silverware. In addition to her silverware, I had collectible pieces that I had been purchasing over the years (I am 76 yrs old). It is obvious that because no one was there to watch over the unloading, they gave no regard to how they handled my furniture. Not a single piece escaped scratching. I had spotless, well cared-for cherry wood furniture. Now, my dining room and my bedroom furniture are ruined with deep scratches and even deep gouges. They dragged my year-old bookcases on their side on the cement floor. I found my fan broken in half and so was my steam cleaner. If there had been scratches on my furniture when they picked it up in ON, it would have been their responsibility to note it on their list. There is no mention anywhere that any of my furniture showed any scratches because there were none. But I am willing to forget all this if I could just get my mother's silverware back. I cannot sleep at night knowing that someone is using something that was so dear to me. That is how much value I put on it. Please, please, Please. Return my silverware to me. You can keep the rest.
Desired Settlement I wish my mother's silverware to be returned to me.
Business Response We do not have any of Ms ************** belongings, everything was dropped off in a storage facility. She had her own movers access the original storage facility and move and deliver her goods to another facility and then moved into her home, which we had nothing to do with. All information requested by Ms ************ has been forwarded on numerous occasions. Ms ************ picked the date of delivery and we were there to deliver and her contact was not. Ms ************ nor her contact respond to our telephone calls or emails for delivery. The driver spent an extra day waiting in Medicine Hat to deliver. Ms ************ provided her credit card number at time of pickup because she was not going to be available upon delivery and we need an imprint and signature, we requested a bank draft at delivery as this is normally how we take payment but Ms ************ insisted she wanted to pay by **** and those were our terms for delivery.
Complaint I am not one to complain but this experience I could not let go. I'm a single mother and pregnant and needed to move from ******** to ******* I hired Budget moving to assist with my move. I was quoted 1500 lbs with a total amount owing of $1750. The big items were 1 queen size bed, a sectional sofa, an electric fire place, a bike, 2 lawn chairs, and a crib that was still in the box. Along with my plastic storage containers and boxes. I was told it would take between 2-12 business days to receive my things. My stuff got picked up on Nov. 15th, 2014. After leaving with my things they were suppose to go to a weigh station to get an actual weight and let me know if there was going to be a difference as the price may have to change a bit. No one got back to me about this, I called a few times to speak with someone but was always told someone would call me back. When I did speak with someone I was told the weight was just over 2000 lbs. They were suppose to call me back with an adjusted price. No one did, I attempted to call again but again was not successful. I calculated myself with the numbers I was given from the quote and ended up costing slightly over $2000. I packed my car and ventured out to ******* I called the company to get an idea when they would arrive. No one could give me a date. Over a month later and many phone calls to the company I was told I would get my things by Christmas and that my weight was over 3000 lbs, at this point being in ******* nothing was in my control. Dec. 21st, 2014 I received a text message saying they would be here either the 22nd or 23rd, and that I owed $3242.83 plus the 200 I gave them already for a deposit. Obviously there was nothing I could do at this point. They arrived Dec. 23rd with my things. I am missing one box and still waiting to get a response. There is so much more to this story..not enough space to tell it. I would not have gone with the company had i known it would cost so much money. The owners were extremely rude to me and I had no control. Product_Or_Service: moving
Desired Settlement I would like some kind of refund as they doubled the price from the origianal quote, which I was not told about until it was out of my control and weeks after they picked up my stuff. I was not told the full amount until 2 days before receiving my things. Had they told me that before I left the province I would not had done the move with them. I simply didnt have the money nor was it worth it for the few big things I had.They took over a month to deliver my belongings and were beyond rude to me.
Business Response You asked for a quote based on 1500 lbs. We provided you a quote as per your request. At the time of pickup on November 15th, ***** the salesman you were dealing with discussed with you that you had way more than 1500 lbs. ***** let you know that you we were not able to ship you immediately because the trailer you were scheduled on had a reserved space for 1500 lbs and your shipment scaled at 3500 lbs, which is more than double what we were expecting to ship. You verified this to me when we first spoke because you couldn't imagine it being that heavy. I explained everything again to you that ***** had already explained to you and I told you that once the next truck was coming through I would have it weighed again for you and would contact you to let you know a date. I apologize; I do not have time to call customers every day to give them an update. I told you to email me anytime, easier to get a hold of me. Included in the original email correspondence, it clearly states that your shipment would be charged based on actual scaled weight and that we require a deposit. It also clearly states how we accept payment and personal cheque is not one of them. Unfortunately, due to the lack of attention to the correspondence, your shipment was delayed and also made for an unpleasant start to delivery. You told me you didn't read our emails you only looked at the price. I have a a read receipt that you did receive our email quote and this is some of what it said. Please find attached a copy of your quotation. We have quoted based on 1500 lbs. I have included an additional valuation protection plan, which is optional and not included in the final cost. It is subject to acceptance at time of loading. We do recommend contacting your current insurance company to see if you may already have coverage. These rates include door-to-door service, detailed inventory of goods and padding and wrapping of all furniture to ensure safe transportation. It does not include packing/unpacking cartons, major dismantle and set up of furniture. For general moving tips see http://budgetmoving.ca/moving-tips. There are many variables in moving that could reduce or increase your moving costs, such as volume or weight, accessibility, dismantling and setting up furniture etc. The final price is based on the actual weight shipped and we will provide you with certified public scale tickets. No flat rate expressed or implied. Please ensure there is tractor trailer access at both pickup and delivery locations to ensure no additional fees. Should you require any standard 2cu ft moving boxes to ensure safe packaging of your goods, we will be happy to provide these boxes to you FREE of charge. We accept money order, bank draft, cash, Visa or MasterCard (administration fee charged on credit cards). Please visit our website at www.budgetmoving.ca for some helpful information to assist in making your moving transition as smooth as possible. ******************************************************************************************** We had 4 shipments including your shipment to take off in ****** that day and also had to drive to ********* The driver scheduled you to be delivered first, however when we arrived you did not have proper payment. In an earlier conversation, you told me you were paying by credit card and when we arrived you tried to give my husband a personal cheque. We do not deliver a shipment without collecting the COD by certified funds unless prior arrangements have been made or you have an account with us, please review the contract. Sorry, we don't answer our phones while we are delivering other clients, so if you did try to reach us as many times as you said, you didn't leave a message for us to call back. After we departed from your residence, you did text us and ask when we would be back and we responded by text that we would come back to your delivery later in the day once you had payment arranged and we had our other deliveries finished. With respect to the missing box you have indicated in this complaint, In accordance with the bill of lading, which is the governing contract between the consignors the consignee and the carrier pursuant to the applicable transportation legislation, Budget Moving & Storage liability for loss or damage is limited to Sixty Cents ($0.60) per pound unless the consignor has declared a value on the bill of lading. In the present case, no value was declared or purchased. Coverage for this box would be based on that. If you would like to submit a claim, the form is listed on our website at www.budgetmoving.ca under the heading "Forms".
If you require further information or have questions, please contac me. Regards, **** ****
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) To your response, ***** did not say the weight was way over, he thought it may be over the 1500 lbs but just slightly. He also did not say that it would be shipped later because the weight was over. He would not had known the weight was over until it was weighed with my belongings. Even still he did not say that. Also when we spoke it was weeks after the fact when my things were in your possession. When you stated the weight was over 3000 lbs, yes I was shocked and thought there was a mistake. I didn't have much to move. I was already out of province with that being out of my control. Had that been told to me the day it was picked up or even that week I could had arranged alternate arrangements. It was not fair to hold that information from me! Also I never said I didn't read your email and only looked at the price, that is a lie. I stated I only received one email from you which was the original quote. You have not stated why I was never told the actual weight of my things prior to me leaving the province, (within that week) also if you knew my things were way over the weight as you say it was why was I also not contacted to let me know that delivery would be over a month wait as it was. Also your rude nature towards me is not professional and you also have not commented on that as well. You have to admit this is not fair to me.... I would really like to resolve this manner between us and compromise on a fair solution that we could both be happy with. What I think is fair is taking the final price after the initial quote and splitting it in half between the both of us. Please let me know what you think. I look forward to hearing back from you!
Final Business Response Sorry that your shipment took as long as it did to get to you. I spoke to you the week of the 24th and answered all your questions. It's an unfortunate circumstance that you shipped more than double what you originally indicated. Your sales rep has been in the moving industry for over 20 years. I cannot see him saying he thought you had just a little over 1500 lbs when he was the one doing the inventory at pickup and you had 4 pages. Your shipment exceeded the space capacity on the trailer it was scheduled on, wasn't much we could do except wait for the next trailer. When you tell us you have 25 boxes/containers to ship, we get there to load and you are actually shipping 60; I'm sorry you feel we should have to negotiate and meet half way with a refund because it is absolutely out of the question and not our fault. Our trailer left Winnipeg with a space for 1500 lbs so I lost revenue. I wasn't in Winnipeg the week your goods were picked up I can only go by what I am told by my sales rep and movers and they said you were told. With respect to time of delivery, I promised your shipment was scheduled first to come off the truck that morning. We arrived when I said we would. When we arrive, you didn't have payment arranged, was I rude, I don't think I was, blunt with instruction and a bit frustrated absolutely considering we had 4 other shipments to deliver and then drive to ********* I don't lie, I dont have to. There is no compromise on delivery, COD means you have no credit arrangements with us and payment is required before we unload and if you did in fact read the emails and contract you would have known that. We are not prepared to refund anything toward your move, however you are still welcome to submit the claim form from our website.
Complaint Arrived late, wanted to move our stuff to their compound and drop it with us later in the evening. I said we were not ok with that, So they left. On Nov 1, we had schedualed the company to move us at 9 Am. At 9Am they called to say they would be late, due to employees calling in sick. Then thay called back to say they wanted to load our stuff take it to their compound to load it into another truck to be delivered to our new house later that evening. When my husband expressed that didnt really work for us as we have an infant and cannot just hang around an empty house with her the driver ***** I beleive his name is, started to yell about how they were having a bad day and that they had another move after ours they had to get to, My husband kept trying to interject to ask him about another solution as well as how they could possibly bill us for what they were preposing, and the man just got louder and more rude. Telling my husband to quite cutting him off, when all myhusband was trying to do was get a word in edgewise. They did show up eventually, and the one man cam in the house saying " We are moving this stuff right now!" my husband asked him to slow down and tried asking some questions. There was another employee with the first mover now and they started puffing up their chests like they were looking for a fight.They then said ***** this and left. Which left myself, my 8 month old daughter and my husband who has a permanant injury to his right arm to scramble to find a way to get us moved out of this house in the next 2 Hrs. All i can say is thank god for good naighbors. When i had booked with this company they require a 100.00$ deposite which we paid through e-transfer. I called Budget on the next Monday to inquire about getting my deposite back, I asked for the owner or manager, I was denied access to either and when the man on the phone asked for my name as soon as he knew who i was he started to yell, ****************************************************************************, he did say the deposite had been refunded. All i wanted to ask was how it had been refunded (bank, mail, ect) But everytime I would try and aske he only got louder, more hostile and insulting. So i gave up adn hung up. I then sent 3 emails to their customer service dept asking the same question i finally received a response saying it was mailed in cheque form to my new address on the monday. It is now Friday and i have not received anything. I am not willing to call again as I will not subject myself to that kind of treatment again and clearly managment stands by this mans behavior. My other option is to go to the office, but honestly i have safety concerns about doing that. If ***** is this aggressive on the phone, i would rather not see him in person. After looking at reviews written about this company its clear i am not the only one who has had problems with this man. All i would like is my refund in a timely fashion. We are a young family, moving is expensive and I do not feel safe dealing with this company on my own anymore.
Desired Settlement All I want is my 100.00$ deposite returned to me in a timley fashion.
Business Response We were not late to arrive for your move, a flu was going around at the time and we were short staffed and we called to let you know that we needed to rearrange the time of pickup with you. As this was not an option for you as you indicated you needed to be out by noon, we arrived on time as requested.When we arrived at your residence I witnessed a man yelling and screaming at the 2 movers outside your home because the dispatcher,indicated we would get your furniture loaded but we would not be able to make a direct delivery and we would hold your items on the truck at our warehouse for a couple of hours. After I witnessed the display of aggression to my movers,by your husband I made the call to leave your residence and not perform the move. The dispatcher was at the very least calm and as accomodating as possible, your husband and only your husband was rude and being profane on the phone.
We provided a reimbursement cheque in the amount of $100 for the email deposit you provided. It was mailed to your new address.
Complaint Company never called to confirm pickup time the day before scheduled pick up - I called THEM and gave directions, and confirmed pickup time for the next day.The movers were an hour late on the day of puck up, with no phone call or explanation. I was initially given a phone quote, promised an accurate balance within 24 hrs of pickup of our things after the truck was weighed. This information was not provided, despite several calls from myself to the company; each time I was promised a callback, which never came.FINA nine days since pickup, the original customer service rep answers and proceeds to give me a quote over 33% higher than originally given, and says she'll reimburse the destination fee as the "movers were passing through anyways on their way to Edmonton".Note she had already offered to withhold this fee during my initial phone call to book the company.I was also told that she'd been away with a dying family member and the rep covering for her "doesn't do long distance" which is why I hadn't ever received a single callback.I reminded her that she'd promised delivery of our things "within 10 days of pickup" (29th) and that she had assured me they were leaving MB on the 31st. She said weekends didn't count, and that our things "should be here by Saturday morning" ( the 9th). I responded that I hadn't received the balance/weight within 24 hours, and that in 9 days and several phone all from me nobody had called me back regarding my questions, and that the quote that she had given me was vastly different than the final balance she was now giving me. She was rude and proceeded to talk about her family member that had passed and how it "wasn't her fault I'd asked for a quote for 5000 lbs". I reminded her I'd been guaranteed a weight/balance within 24 hours of pickup. I asked for a manager or owner and she refused to give me any contact info, stating she was "in charge of everything and everyone". Product_Or_Service: Moving belongings from **************************
Desired Settlement I would like a refund of the difference between the original quote and the final balance, since I did not receive it as guaranteed by her within 24 hours of pickup. In fact, I still haven't received an email quote as guaranteed, just the phone conversation that took place today Aug 06, 2014.The original quote was June 11, 2014 via email $4,160.63Weight/balance per phone conversation Aug 6th $5585.43Hence, I'd like a refund of $1424.80 which is the difference.
Business Response BUDGET MOVING Keeping Your Move Within Your Budget
August 11, 2014
Re: Better Business Bureau Complaint Case#60527
My dispatch did speak to you and had email correspondence with you the day before your pickup date of July 29th, we normally call in midafternoon, I assume you called our dispatcher earlier, thank you for that. You told me that email was the easiest way of contact as your cell phone service wasn't the greatest in St. Anne's. I have also included a copy of the original email based on the phone quotation that you requested and i have also included a copy of the inventory list of items that you indicated that you wanted to ship. There is a copy of the confirmation email which included a second copy of the charges and some packing & moving tips. I have highlighted the areas pertient to information that you said you did not receive or were not told.
Our estimate was based on the information that you provided over the phone. I marked down exactly what you told me and I came up with less weight and you wanted me round it up to 500 lbs in case your forgot anything. I can only provide you a price based on what information you provided. We scale all shipments and charged based on the actual weight,which was included in the original email. I sent you an estimated price including all charges based on the 5000 lbs. There was a pickup charge (origin) and a destination charge included in the estimate (send twice). If it wasn't supposed to be included, I would assume you would of called and mentioned it before July 29th. You did mention that you were getting rid of many things beforehand and had a charity of sorts coming to pick up donations. You also told me you had all your packing done and it was in the garage. You counted your containers while on the phone with me and said there would be 50 containers. If you look at your inventory you will notice there at over 100 containers (combination of boxes and bins). It is fairly normal for people to not realize how much they actually have a month in advance.
It was unfortunate that i lost a family member and was away from my office for almost 2 weeks and did not return until August 4th evening, however, my assistant said she spoke to you on the third of August and that you emailed your new contact numbers as your Mb numbers were no longer in service. When we spoke in June about delivery times, i did indicate that we ask 4-10 days for delivery from Manitoba to Alberta, i also said that we do not count Sunday's and holidays. You were picked up on July 29th, if we omit Sunday August 3rd and Monday August 4th (holiday), we had your goods delivered in 9 days.
I was definitely not trying to be rude, actually the opposite as u could feel after i told you the COD amount the whole conversation changed. Toward the end of the conversation i was more firm and to the point, yes, because it did not matter how much i apologized or tried to communicate and answer your questions, you were not accepting anything i said after i told you the balance on delivery. I do not believe that it is my fault nor the fault of the company that you shipped more than you originally indicated you had. I can understand that you are upset about price, however to try and provide you a gesture of good faith, i deducted the destination charge of $150.00 to Airdrie that was on your quote and on your confirmation quote. The route for delivery had changed since our last conversation on June 11th, at the time; we were not scheduled to go to Calgary thus charging you that destination fee.
With respect to the damage you indicated, i have enclosed a claim form for you to fill out. Please fill out, sign and return to our office at your earliest convenience and we will have Mike ***** (claims rep) contact you. When you called and wanted to speak with the manger, i told you that i am the Manager/Owner and could not give you any other contact info, i was it. I cannot justify refunding you the difference from the estimated weight you provided and the actual weight of your goods.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) 1. I called Budget in the afternoon on the 28th to confirm pickup for the next day, as i did not hear from you as promised. 2. The company GUARANTEED a weight slip/final balance within 24 hours of pickup - I got mine 9 days after pickup, despite calling and emailing several times. We were moving on a tight budget, and had I known of the actual final balance/price within the 24 hours as promised, I would have had time to cancel the transport of my goods, put them in storage, and rented a truck etc to move them myself. Your company guaranteeed a weight slip within a time frame that wasnt even close to met, and therefore, you should honour your origninal estimate. 2. I contacted your assistant via telephone and by email again days before I cancelled my MB cell phone numbers in order to get a weight estimate, and then agaain when I cancelled them with the new contact info. Everytime we spoke, I was assured Id get a weight/balance by the end of the day. Still took nine days and never once was i called - I always had to do the calling to the company. 3. While I am sorry for your loss, leaving your company and failing to provide adequate and/or competent staff is not an excuse to completely disregard your companys duty to meet its GUARANTEE of a weight slip within 24 hours. 4. My belongings arrived 13 days after pickup, after you repeatedly assured me during my initial booking conversation would be around 4-5 days, ten at the most. even discounting Sundays, thats still 11 days. 5. Furthermore, my furniture arrived SCRATCHED, RIPPED, and numerous boxes missing, which I am adding to the original complaint. Per YOUR INVOICE, the condition of my dresser, couch, love seat, ottoman, and chair were not marked "scratched" upon pickup and were most definitely scratched and ripped upon delivery. Your OWN DRIVER/MOVER initialed these damages prior to leaving after unloading my things. He also refused to leave me a copy of the check off inventory sheet, however I do have a screenshot of this document. I also have witnesses who have been to my home prior to us moving and are willing to appear in court and/or sign an affidavit affirming that my furniture was in pristine condition prior to the movers picking it up, and as I mentioned, even your own movers recorded no scratches or issues with my furniture prior to your company picking it up. 5. Your movers were SMOKING IN THE TRAILER CONTAINING MY BELONGINGS during their multiple "SMOKE BREAKS" - my furniture and other items now wreak of cigarette smoke. I have neighbours willing to sign an affidavit affirming that they observed this. 6. The living room set is from ***************** its the Voltage Chocolate set, and the dresser is I believe a 5 drawer wood/wicker from *************. Everything was bought new. 7. To remedy this situation, I now feel that BUdget Moving should replce my damaged furniture, or repair it if thats even possible, due to the damages that are FAR ABOVE AND BEYOND WHAT A PROFESSIONAL MOVING COMPANY SHOULD HAVE INFLICTED UPON MY THINGS. I have picture documentation of the damages, and would be happy to send you exact price details of each piece of damaged furniture so you can replace it. Especially considering the misconduct of your employees (i.e. smoking in the trailer) I feel that replacing the furniture is the LEAST your company should do to resolve this situation. Your dishonoured guarantee, poor conduct, and attempt to blame the entire situation on the incompetence of the employee you left in charge while you were away is very poor customer service and failure to meet the 24 hour guarantee, and deliver my items in the condition they were picked up in is failure to provide the service for which I contracted your business and paid. 8. I have consulted an attorney who feels that the damage to my belongings is also unacceptable from a professional moving company; you (Budget Moving) will be recieveing correspondence regarding our intent to legal action from the law office within the next 10-14 days should you wish to deal with this via that route.
Dear BBB officer/representative:
Id like to add in my response to the company Budget Moving that it clearly states in the email sent to me, Samantha ******* from Lisa **** of Budget Moving, that "rates include...padding and wrapping of all furniture to ensure safe transportation". This email was sent June 09, 2014, at 1;22 pm and is included in the company's response. Please see the 3rd paragraph of the email. As my couch, ottoman, love seat, chair, and dresser for my master bedroom arrived scratched and ripped, which is not the condition they were picked up in per the inventory sheet as well as my own knowledge - I feel my furniture should be REPLACED IN FULL. Clearly, my furniture was NOT wrapped correctly, or it wouldn't have all been/arrived damaged.
Also, no mention was made in the companys response as to WHERE ARE THE MISSING BOXES and THE MOVERS SMOKING IN THE TRAILER WITH OUR BELONGINGS DURING THE UNLOADING PROCESS.
Also, I was informed by Lisa***** that the company records ALL PHONE CONVERSATIONS and have requested audio copies of the conversations, with particular focus on the initial call I made to book the company, be submitted to my attorney, which has yet to happen.
Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) Please see previous response as nothing has been acknowledged. My lawyer has advised me that he will be in contact with you regarding the damages as we will be seeking litigation unless the full costs of my furniture repairs/replacements are submitted in a timely fashion. You should recieve some correspondence regarding the litigation within the next 1-2 weeks. Please do let me know if you wish to settle this matter outside of the litigation process. Also, my neighbours would be happy to provide affidavits confirming the events as described in the previous response, and your mover, Cory, initialed the damages observed to my furniture prior to leaving my home on the delivery day, again, as stated in the previous response. Please do contact me via email and Id be happy to rpovide bill of sale of my furniture should you wish to replace it as full cost, which is the only way I would consider this situation even remotely resolved. I have yet to hear back about my missing boxes either.
Final Business Response Mrs. *******
I have not received any information or been contacted by your lawyer as of today. You are welcome to have your lawyer contact me or she can also contact my lawyer directly.
Complaint Contacted Budget Moving to request service to be moved from **** to *** after several phone calls to **** ***** I was quoted a price of 2 hours travel(or less if travel time was less) plus $40 in gas costs, plus an hourly rate pending time to move items and applicable taxes. I confirmed several times that there was no additional costs. I also asked what was the procedure if there was damage created by the movers and was explained this process as well. All went well till damage was created when the fridge was dragged across the vinyl flooring. I brought this to the attention of the movers and **** escalated was rude and unprofessional. The fellow mover ***** was apologetic, kind and advised to complete a claim and that his wife was the one who managed claims for the company. He said not to be concerned as it would be handled professionally and apologized for his co-workers behavior. **** swept out the trucks garbage onto my driveway smoked and threw the butts onto my grass, was unpleasant and rude even after trying to talk to him and reason. He then brought me the bill and said it would be three hours travel I said this is not what we agreed to he left and changed the bill to the amount of time he had stated before. Again his co-worker apologized. I spoke with ****** who manages the claims the next day she said she heard the story and was very disappointed in ****** behavior, she stated her husband explained how the damage occurred during poor communication during the lift. She said we would resolve this and have the owner contact me when she returned. I sent her photos of the scrape marks and thanked her for her help, she emailed me back apologizing again. I received a message from ****** that was opposite later stating that the damage was there before, I was under-billed and that if I wanted to the repairs done I would have to pay 250 deductible along with the remainder of the bill. Spoke with owner no resolution to damage or apology for employees behaviour. More details available on request.
Desired Settlement I would like to be refunded the costs to repair the damage which I assume would be less than 200. The damage was acknowledged on the bill and photos were taken by the movers as well on the bill it states photos taken for color match
Business Response ****,
I do apologize for ******* behaviour, he does not normally act that way.
There are no issues with your billing. ****** was trying to explain that they undercharged you for time and mileage. After speaking with you I thought that we had agreed the billing was okay. I know your phone was acting up on you that day and your cell phone disconnected a few times. I did try to reach you back but it did a half ring and then went to a busy signal.
With respect to your floor damage claim, the pictures indicate that there was previous damage, however it is difficult to determine that without physically seeing it. I just had to go by pictures and what ***** had said. We are willing to have it fixed, however there is a $250.00 claim fee. I will reduce the fee to $125.00 if this helps and we can have the repair done up to the 25th of August, if it cant be done by then, we wouldn't be able to do it until after September the 5th.
Let me know at your earliest convenience, and I will arrange something for you right away.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) **** I appreciate the apology on ******* behavior as per ****** I understood he was not normally like that but had been irritable and was told to take time off in the week preceding. Regardless he made me very uncomfortable and uneasy in my own home with his escalation and unprofessionalism. My phone was not acting up on me the day I called to speak with you. I called back after the phone went "dead" and you put on hold for 10 minutes. I then hung up and called back again and left a message for you which was never returned. I have never had an issue at this home with dropped calls. If there was one then it was coincidently with Budget Moving as I was voicing a concern/complaint.
There was no previous damage to the floor the previous owners did not "finish" the stairs meaning they did not put a few small finishing mouldings pieces on the side stairs, the stairs had JUST been covered with that vinyl they are prepared to state that as well. I was never told at the time of requesting an estimate and asking about the process to manage any damage that may occur that there was a claim fee I had to pay if the movers were negligent. I was never advised of a deductible verbally or in writing, not when they came in or after they created the damage. I do not feel it is reasonable to request I pay to repair the damage created by the movers under the umbrella that it is a "deductible" or claim fee. I was never told about this pre-move. This should NOT be my expense, negligence created by the movers should NOT come at the expense of any the client. This is not reasonable. Had I signed something pre-move and was explained this prior I would have chose a different company to work with.
I am willing to have 2-3 estimates to repair damage and submit those to ************* to be approved and reimbursed. As we discussed before the line went dead ****, we both assumed the vinyl would cost less than 40 to purchase and someone's time if they are rural and do not have a long travel time total cost may be less than 100 total costs Thank-you ****
Final Consumer Response
As per our phone call I advised I did receive a voicemail from ***** from budget moving. ***** left me a message asking me to contact him in regards to repair of the damage created to the vinyl flooring during move of the fridge. I feel it is best to manage this complaint in writing through the BBB rather than through a phone call. I look forward to resolving this issue by having the funds needed to pay someone I choose to repair the damage to the flooring. Quotes via phone and photos have ranged from XXX-XXX for labour and supplies/vinyl pending matching of the vinyl flooring.
Thanks so much ****
Final Business Response I will have my assistant process the cheque today and it will go in the mail this evening.
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