ComplaintsforCalgary Professional Movers

• Initial Complaint

  22/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We hired Calgary Pro Movers to complete our move on Nov ** 2023. They were unable to complete our move as they didnt bring a large enough vehicle. We had to rent a ****** trailer to complete the move ourselves over the next couple of days. It took * trips for us to bring the rest of our things to our new home. Were lucky we had time before the new owners took possession and had time booked off work. Or we would have been in trouble.They also damaged quite a few of our belongings. Boxes were coming in the house upside down. They dropped quite a few, causing breakage to clay ******** and a bamboo cutlery tray. They dropped a dresser on the stairs and completely broke it. They picked up my wooden desk by the legs and snapped a leg off. They damaged our BBQ by trying to roll it into the truck and later into the garage, both times it hit the edge of the ramp resulting in it bending the metal. They also damaged the drywall leading to the basement trying to take the sofa downstairs. The dresser, ******** and BBQ are damaged beyond repair and need to be replaced. The desk is solid wood and Im getting an estimate to repair it now. As for the damage to the walls, we have not yet gotten an estimate, but there are large dents to the drywall and the repair work will be significant. I have reached out to the company multiple times and sent photos. They are no longer responding. Their website says they have insurance coverage to cover damage, but seem to be unwilling to work with us on this issue.The movers we had were inexperienced and rushed through our move. They ended up unloading a ton of items into our garage instead of bringing these into the house, so they could get to another job.

  

  Business response

  23/01/2024

  The customer mentioned that they did not have a lot of stuff and booked * men for a full house of * bedrooms. When the crew got there, they got a permission from the customer to call up the *** man because the job is big for * men to handle. We sent a * ton truck to the job and the * ton truck has a ** feet box, it is pretty big.  ******** loaded all the heavy items and lots of boxes but few boxes was left at the garage on customers instruction when it is obvious that all cannot fit.. When the crew finished they did relay the information to the office that some boxes were left behind,  the manager offered to come back after they finished their *** job but the customer has decided to move the boxes by themselves. At no time that the customer called the company that we should comeback to get the boxes that was left behind. Out of a sudden the customer sent us a bill from *****. We understand that accident happens, the customer complained to the office at the time of payment concerning the side cracked desk at the time of payment when the job was completed and company gave her a discount on the bill and the matter was settled. After 2 weeks that the move was performed, the customer sent a picture of a burnt out *** with a dislocated legs.  When the company inquired about the *** from the crew, the said that the *** was in a bad shape and wobbly from the time they picked it up and that it was delivered in one piece with no issues. The move was done, the customers  signed the papers and also tipped the crew. On the contract signed by the customer, you have ** hours to reach out to the company if something is not right. According to our crew the drop off location is still under renovation and has not been completed as at the time of drop off. Customer did not mention the wall when she sent a picture of the ***, As you can see on the picture the *** is very old and frail and might have been damaged by the customer when they want to move it to another location.

*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. ↩