ComplaintsforBuhler's Moving & Storage

• Initial Complaint

  08/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife has also sent in her side of the complaint. We have not had a great experience, and for the eventual premium charged, we expected FAR better service.Called ********, initially impressed with the follow up, woman called me multiple times to earn my business, spoke with ***, the owner. He said he was in business ** years and had heard it all. I now see that he was extremely vague with his pricing, promises, and lack of any kind of agreement or contract. We initially felt he was being very accommodating, but have come to understand that, after ** years, he is able to secure business with very little concrete information. I was given a vague quote under ** for the whole job.I had other companies give me quotes under **, no one from ******** Moving came to view the house, but promised to come and do the job on the morning of Oct **, 2023, 9am, as we had to be out by noon that day. The truck and crew showed up at **:50am. The crew immediately told me that *** was very unorganized and overpromised and underdelivered, that they had no responsibility for his promises. I was taken aback. The crew began loading the truck, quickly, without much organization, I did a walk around with the crew to show them everything that was to go. I advised them that I had some people come over a few days before and move everything from the yard into the garage, and that everything in the garage had to go, 3 piles (boxes, tools, sporting goods) and a *** motorbike(never delivered). They agreed. After working from ****, they unloaded half the truck and went home, not before giving me and invoice from * ****pm, at $***/Hour. This was approx $****, more that the vague quote and * hrs over. Already over budget. AT NO TIME with *** or anyone, did the ***/hr figure come up. Misgivings increase. Sent *** $**** for partial payment, but not impressed. *** came to our new house demanding payment **/7/23. Advised him to wait for the BBB complaint. The crew was right about him.

   

  My husband is injured so we hired this company to move & were told it would take 1 day. It took 2 days. The movers showed up at **:50am on the first day, it was supposed to be *am. On the first day, they worked from noon to *pm & got the job half done. I instructed everything to be moved in the house & garage, including plants, boxes, furniture & a motorbike, as well as items that were NOT to be moved, that didn't belong to us. The crew agreed to everything discussed, but they ended up moving items that I instructed them NOT to move & left behind plants & the motorbike that belong to us. I can no longer obtain anything from that property. On the first day, an important box got lost & was missing for * days. Overall, we were under quoted & overcharged. We reminded the crew many times about the large plants in the living room & *** Motorcycle in the Garage, they repeatedly agreed that they would get them. My Mom was there & told them they needed to load up the plants and motorbike, she was told "No we're not taking those." Afterward, I asked *** about the liability of the items they left behind & didn't move, he said "We're not liable for anything that we didn't load on the truck". A mirror was broken & I was told they'd have it repaired. I asked *** if we could get the repaired mirror before paying the balance. *** got angry & said "No you have to pay now." My husband went to ***'s office to create a resolution with him, but he refused to work with us. We decided we wanted a resolution before paying the balance & *** showed up at our house the next day, yelling about the payment. The movers left a crew member at the old house. He said he needed a ride to the new house & asked my Mom to give him a ride. She didn't feel comfortable but agreed anyway. On the way, he asked her to make a stop so he could get lunch. The crew left cigarettes & fast food garbage on the lawn of both locations & also opened our fridge to help themself to the beer that was in our fridge.

  

  Business response

  20/11/2023

   

  I am attaching the original quote sent to *****'s email on September *** that clearly shows that we charge $****** for 3 men, $****** for 4 men. Each man is an additional $***** but we only charged customer $***** for the 5th man

  This move was booked at least a month before for Oct. ****. At the last minute the customer was told by his landlord that he could not move in until Oct. ** . We squeezed him in. It would have been impossible for this job to be done by noon.  This customer had 2 full truckloads. If the job could have been done on the **** as was agreed upon this job could have been done in one day

   The fact that *** went to the house is the customers fault for not paying. *** should not have had to go to try and collect money at all.   We do not ****************.. We move household furniture only.  *** told this customer that. Customer was ********************** plants so crew was under the impression that customer was taking care of plants.

  There was never a lost box for * days. The customer had this in his possession the whole time so I have no idea why this is even being commented upon.

  We have no liability for items not moved. *** did promise to fix the mirror when the balance is paid even though it was not in a box. You are covered for $**** per pound per item that is clearly stated on both your quote and invoices 

  S**** did come to the office to discuss the move with ***. It was decided that when the bathroom box worth $******* was found he would pay the bill. *** agreed to this.  ***** found that box among his belongings and still has not paid the bill. 

   In closing I would just like to say that Buhlers has been in business for 42 years and moves *** to ****************************************** high standing with the BBB.  **************** has always been a very high priority.

• Initial Complaint

  19/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Aug ****, 2023 we hired ******** Moving Company to move our Piano & some large items. When they arrived, they said they couldn't move the piano, as they did not have the equipment.During the move, we were charged for time when the movers got lost 2ce, took multiple smoke breaks, leaving cigarette butts on our property, the lead was constantly yelling & swearing at the ***** ****** moved lots of things that they weren't asked to, so it took twice as long as quoted. In the move, beds & a wardrobe weren't put together properly, & pieces were lost. A fireplace was damaged. A mover said how terrible our furniture was, **** wasn't worth moving. I contacted the company to complain about the problems, & was told I would be compensated, ****** would move the piano without charge that Sunday. I phoned Saturday to verify, & got a call from a different moving company, who said they would move it, but we would be charged. Responses from the company were slow. After 3 weeks, they moved the piano, which they admitted to dropping 2ce, & was damaged. I e-mailed a picture of the damaged piano, & was told it would be dealt with. On October 16th, I finally got a phone call from the boss, ************************* said because they moved the piano for free, that was all the compensation we were ***********, & $*** for some unused boxes. He further said their insurance did not cover the piano, because they did it "as a ******** **** was like getting friends to help move it, so we could not claim it as something that was damaged by their company. Even though we had previously been promised they were bonded and everything would be covered, & we saw they were on BBB, which is why we used them. I was promised .60/lb for anything damaged through their insurance, & the piano was **** lbs. They said that because they did it as a favour, they are not responsible for the ******* ******* will be no compensation for it, just the unused boxes, & even that he didn't want to. It was a terrible experience.

  Customer response

  20/09/2023

  Here is a copy of Buhlers Moving Invoice. While they adjusted the initial time they arrived, they did not adjust the amount owing to reflect them getting lost. 

  

  Business response

  26/09/2023

  We are very sorry that this customer was not happy with our service. I am surprised though at some of these comments.

  I booked this job and never was I informed that the job was a large items only. Otherwise I would not have sent 4 men. There was a lot of packing and our crew had to wait because the customer did not want to spend the money to have us pack. Therefore the guys did take more smoke breaks because they were waiting. I am not justifying the cigarette butts left on her property or the fact that the lead was yelling and swearing or that anybody would tell a customer that their furniture was not worth moving. These points have been dealt with in-house. I have apologized for this to I the customer. 

  The cost to move their piano would have been $****** but we moved it for free. If the customer wants to pay for the piano move we will be happy to send our repair guy out to fix the small **** on the piano. You GET UP TO $.** from insurance not $****/lb on the weight of an item,. She had hugged the movers after they were done and seemed very happy. Then she called to complain about damage on the piano. I feel she is not being fair when she is requesting full insurance on this piano which was moved for her for free. The crew has denied ever dropping this piano. 

  My warehouse manager drove to this customers home twice at no charge, Once to deliver boxes to them as they did not have enough and then to assist with the piano move. We refunded her money for the boxes that were returned. She kept others.

  We feel that we have been more than generous with this customer by delivering boxes at no charge when she could have picked them up, we moved the piano for free, paid labor for the piano move.

  Just a side comment is her home was ** minutes each way. All this traveling is a big expense for us but we did it to try and help her.

  I am hoping that she can understand why we will not be compensating her anything else. 

  Customer response

  02/10/2023

  Complaint: ********
  I am rejecting this response because:
  Your response contradicts what I was told. 
  I never hugged anyone. I needed the movers out to pick up my kids, & stop being charged. 
  I saw the damage to the antique piano after the movers left, but they said they dropped it 2ce. 
  The difference of what I was promised in compensation for lost crew, damaged belongings, & unprofessional workers, making clients feel unsafe & leaving cigarette butts on property is staggering. 
  We chose you as I was told everything was covered: you were bonded, & all belongings were covered if damaged. Your response is: no compensation, despite damaged belongings, & lost crew. 
  I was charged 1 hours travel time for living 45 minutes away, so I shouldnt be charged for missing requested equipment. Even if everything wasnt ready to be moved, they could have started on large items that were, instead of taking smoke breaks. 
  I did not address all the conflicts to the crew boss who was yelling and swearing at everyone all day, due to safety concerns. *** had said it was reasonable, & is now victim blaming. It was hot; I gave the crew freezies to work faster. I never touched (or hugged) anyone. I wanted them off my property so I wouldnt continue being charged & I could pick up my kids. They also drank some of our pop, which is not expected. 
  Your apology was more like victim blaming than an apology. In most businesses, clients are not expected to pay for the businesses mistakes (not bringing the correct equipment), and are usually compensated for terrible service, not told it would be dealt with in house. 
  This being said, I would hope you would address, at least, the fact that they got lost, and I was charged for that error. And the fact that you damaged my belongings. And the unprofessional behaviour.
  Sincerely,
  *****************************

• Initial Complaint

  03/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We contacted Buhler's Moving & Storage by phone on Nov 14, and we received a quote the same day (they quoted approx **** lb for $0.5/lb) to ship our stuff from *** to ******* on Wed Nov 30. They would scale the truck again once all our belongings were loaded and send a final quote. They estimated delivery time as 2-3 days. They confirmed availability from their own team to pick up our belongings.On the day of pick-up (Wed Nov 30th), they didn't have any movers of their own to collect our stuff, so they hired a third-party company to do the pick-up and load a truck without any warning (we found this out after 5 days of pick-up)- Friday 2nd Dec: The day of delivery in ******* was getting closed, so we called them asking what time they would deliver all of our belongings the next day; they didn't have an answer, and they said they would call back; they didn't so we called them again; they broke the news that they weren't able to get the truck out of *********, it had broken down in the ******** area. They guaranteed delivery on the following Wed, Dec 7th. - Mon 5th: We called again asking what the timeline was for delivery on Wed 7th. Unfortunately, they couldn't get our things out of the broken truck, they were going to fix the truck on Wed 7th, and we would get our belongings on Sat 10th. - Fri 9th: We called again asking about the delivery time the next day, and they confirmed that the truck had just arrived in ******* on Fri 9th am. We asked for compensation since we had to pay for accommodation while waiting; they offered to respect the initial quote of **** lb and no extra weight at the scaling time. We paid and asked for the scaling slip (Dec 10) we just received today (Jan 3rd) after they said they didn't have it. Our supposed slip is outdated; empty truck - Sep 16th, 2022 (Way before we even contacted them) and the weight with our belongings is Dec 3 scaled in *******, and according to them, the truck was stuck in ****

  

  Business response

  05/01/2023

  This customer needed their belongings out by November 30th. We honored that date. As Buhlers could not honor that date we had another company do the pickup. Otherwise, this customer would have had to wait until we were back in ** mid December. We felt this was the best option.

  Nobody in this company would have told them 2-3 days. As the contract states it was set up as a as soon as possible move. When ********************** contacted me about delivery I advised him I had to call the other company which I did. They advised me that they could not deliver until the following weekend (Dec 10). When I called and told the customer this he screamed and yelled and hung up. Shortly after Mrs. called and although starting off quite calm she also srarted yelling and threatening. 

  I emailed them telling them I was very sorry and that I would waive any additional charges on their weight and tried to explain the issues we had had. Mr emailed me back apologizing and I ensured him no problems and that I understood their stress (which I did). 

  Their non negotiable contract #****  clearly states that there would only be an adjustment if there was more than **** pounds. Because of the customers stress we did not charge any additional weight and left the weight at **** pounds as per contract. This was clearly signed off on by the customer. 

  Just to clarify, the sentence additional weight. This means that if there had been any additional weight we would have charged $0.50 per pound. Even f there had been less the customer still pays for **** pounds as per contract. There is no adjustment if there is less only if there is more. That is what additional means.

  Customer response

  09/01/2023

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

  As *** declares, we did get upset (we were never disrespectful) because what they promised initially delivering our belongings in 2-3 days did not comply. We got upset because they kept lying to us; they didn't want to tell us where 100% of our belongings were. First, they said in ********, then in ********, then back in *********, then they told us about the truck breaking down; we tried too many ways to find out where our belongings were and never told us. At the same time, they never told us they didn't have their team to pick up our things, if this were the case we would have called the service off, since what they offered over the phone was not being followed, they assured they had their team in ********* coming to ******* in the next three days. This was a lie; they only told us that so they could get the business. Secondly, they haven't even addressed the fake scale slip they sent us. How come they said they didn't have a chance to scale it, and then when we demanded it because legally we are entitled to know what we're paying for they sent us that paper that doesn't belong to us. 
  Please keep in mind that we were in ******* for 10 days with nothing, no clothes, no computer to work, no bed, no nothing; we couldn't keep paying an ****** to accommodate the unprofessional moving company. 

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

  

  Business response

  27/01/2023

  We are so sorry that you are not happy with our response. I would like you to have a look at the contract number**** which you submitted to the BBB. It clearly states that your delivery date was written as ASAP. We do this in cases of breakdowns, bad weather etc. If you recall the weather was very bad and the truck broke down.

  Because you were not happy with the weigh scale tickets you were given we refunded you $50.00 for the scaling of the truck. To be clear the minimum weight requirement was **** pounds and if you had more we would charge you $0.50 per pound more. We did not as a courtesy to you. Should your weight have been less no adjustment would have been made.

  We have not charged you for the scale tickets, did not charge for the extra weight and we have closed this file. 

  Thank you

• Initial Complaint

  20/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired ******** as a professional moving company for my move June 19th 2021 from **************************************** Alberta ****** to *******************************************************************************************. Below are the statements outline the events and the damage that occurred. The ongoing unprofessionalism and lack of communication has been awful and I now need support from the better business bureau to resolve it since they are accredited under your organization which was what helped me chose to the company. I was assured it would be handled and continue to not hear from them to resolve the issue. At this point a refund would be cheaper on their part then actually repairing or replacing the significant damage they did to our belongings due to neglect and not honoring the contract we had and the techniques they would use to protect my belongings. They employees were disrespectful and rude throughout the move.

  

  Business response

  20/07/2021

  Buhlers is always unhappy to hear a customer was not happy with their move. We have tried hard to make some kind of settlement with this customer but she wants us to replace a fridge with a small dent in it and a safe with a scratch on it. I have tried to explain to both her and her husband that she did not purchase extra insurance so she is covered for $0.60/pound. We will be happy to reverse charges of $240.00 on her credit card for 400 pounds of items she says were damaged. eg safe and door of fridge.

  The customer feels that we should replace the fridge and safe. I have explained over and over that we do not offer value based insurance and that a scratch does not mean she gets a whole new safe. The fridge door has a mall dent and again we do not replace a whole fridge for this. all other items such as a broken lamp were packed by the customer.

  If your house catches fire and you have no insurance you cannot come back and say oh now I want insurance. She was offered the option to purchase extra insurance and declined.

  She did complain about one of the crew being disrespectful on the job and he has been terminated. We do not allow that from our crews. On the day of the job we0 refunded a couple o'f hours off the **** and we have waived the $100 deductible. Adding this to the $240 we will refund I feel that Buhlers has done what they can to be fair with this customer..

  Again we are not happy that she suffered any damages but hope that she can see that we have done all that we could.

  Customer response

  31/07/2021

  
  Complaint: ********
  
  I am rejecting this response because: I have been clear that I wanted a discussion with *** about options that were reasonable to come to an appropriate conclusion. After continually being disrespected and treated with a lack of professionalism from *** I chose to come this route through the Better Business Bureau who now has the documented exchanges proving the lack of professionalism on top of the submitted documents with the complaint showing my correspondence about the damage and rudeness from the employees. To claim I stated they were fantastic is quite the stretch.

  Considering the continued lack of professionalism and ***** inability to respond (I do recognize that potentially *** is not passing on the information to the owner so will give him the benefit of the doubt if necessary) and letting one of the staff who has been problematic continue to handle this case (which is why I escalated through this channel) and based on *****'s evaluation when he came to our house claiming that it should have taken a 2 man crew the 3 hours. The minimum I am willing to accept is a refund of $1177.75. This puts me paying for a 2 man crew at $115/hr plus GST of $17.25 and the fuel charge of $35 for a total of $397.25 for what the move should have cost me if the crew had arrived, been professional and done their job accordingly. While this most likely will not cover the repairs I will need to do to cover the damages of the Freezer, the Safe, the lamp, the shelving unit and my brand new dresser, I do not trust this company will honor their commitment they make to their customers for professionalism, being extra careful with your belongings, and wrap all belongings since that was not my experience and this neglect led to the damage of my belongings. These statements were made when I was sent my quote as seen in the supplied documentation.  
  Sincerely,
  
  ***********************************

  

  Business response

  18/08/2021

  I am responding to Mrs. ********* through this email as our new employee responded that I was away for a week on the last complaint.

  
  

  I would like to say that I am very sorry that she feels that anyone including myself was rude or unprofessional to either her or her husband and she can rest assured that the owner was aware of all conversations that went on between myself and the *********'s. He is away for the majority of the summer and he leaves his office manager and warehouse manager in charge while he is away. I do not feel that I was in any way rude or unprofessional with this customer but if she feels that I was then I apologize. It was never my intention to make her feel slighted. I have answered all her calls, emails and discussed this with her husband. She did not buy extra insurance and she does not seem to understand what is clearly stated on her contract that she is insured for $0.60/pound for her move. We have continually asked her what she wants and she or her husband "do not know"

  
  

  I have refunded her $240.00 on her damages. She said her stand up freezer was damaged and we figured the weight at 200 pounds, her pantry was scratched we put the weight at 100 pounds, her safe was estimated at 100 pounds for a total of 400 pounds. 400 pounds times the $0.60/pound is $240.00. We waived the deductible of $100 for them.

  
  

  The other damages such as a lamp is not our responsibility to pack items like this. She should have put her lamp in a box. We do our very best to take care with all of our customers items but sometimes damages do occur. I have told both Mr. and Mrs. ********* tat I have a company that I use to repair items such as dressers etc. and that I would be happy to send him out to fix the dresser and any dents in the walls. This did not satisfy them

  
  

  I do agree and have agreed that our crew was not up to our usual standards and we have dealt with that in house. That being said they all also returned to our shop and wrote right on her bill that the lady was rude and that \she had an attitude all day. I can tell you that nobody here was ever threatening and rude to either of these people. 

  
  

  If this customer would like me to send our furniture repair man out to look at any other damages I am happy to do so. 

  
  

  I always want our customers to be happy at the end of the move and am sorry that this is not the case with this customer. I feel we have tried to come up with a solution with them but they seemed to have only wanted replacements for damages. The moving industry does not offer this kind of insurance. 

• Initial Complaint

  17/06/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We hired Buhlers to move our belongings from ****** to *******. We had an agreement to charge by the pound, waive fuel surcharge and have 6 weeks free storage, with delivery fee of $150 per hour to bring our belongings to our new home. When the driver was finished loading I signed a contract with the empty truck weight, he & I compared it to the weigh scale ticket. When we went to pay the weight had been altered on the contract and we were told that it was weighed after it was empty. The difference was over 1000 lbs and we feel that this was the weight of the fuel enabling them to recoup their fuel surcharge.

  

  Business response

  17/06/2021

  I am very sorry to hear that *** was unhappy with our service as we gave this customer specialized service.  We agreed to haul her belongings of 15,000 pounds from ****** to ******* with her being the only customer on the truck. We waived any fuel surcharge and gave her 6 weeks of free storage. All of this was given as per contract number **** which was signed by customer. We were only going to adjust the contract should there be additional weight. The customer signed off on these terms and was given a copy of the contract.\

  Not to be distracted with this weight issue we gave her copies of the government certified weigh scale tickets. Costs were not adjusted as there was no additional weight. This shipment was not to be transported at scaled weight.

  I hope this clears up the issue and we are sorry that she was not happy with the end result. We always strive to make our customers happy.

   

  Customer response

  06/07/2021

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

  I do not accept their response, it is the same one given to me by the owner.  I do not agree that a contract should be changed after it has been signed.

  This “adjustment” was made to the merchant’s advantage and I feel that compensation should be paid.

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

*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. ↩