Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:16/08/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July ******* date of transaction Amount paid $500 I enlisted this company for moving and provided the dates of pickup. I paid a deposit then was sent a confirmation email with a different date and told that the deposit was non refundable even though the date of service was incorrect. I was contacted a august 15 and informed the dispatch of this issue again and was told that I cannot cancel and that I will need to have someone at my address so that they can pick up the items on the date I am unavailable. I explained to that that was not possible and that is why I never asked for the august 16 dates and instead the aug 17 or 19 or 20. On August 16 i was informed after calling them and following up that they chose this date because it was what was available for them and they failed to inform me. I was never given a choice. I was then told on august 16 that if i wanted one of the original dates that is august 17, was not available, aug 19 was not available and that they could arrange for august 20 but I will need to pay an additional ****** in order for them to accommodate me. Kind in mind, August 20 was one of the original dates I suggested. They were not fair nor honest in their business. I am also in disbelief that after collecting my payment information they did not consider my original request and failed to inform me that they would choose a date and that I would have no say and that said deposit was non refundable. I called several times in an attempt to reason with them and unable with a huge financial and emotional turmoil to myself. I still need to move and had to make another arrangement at an additional cost and lose the 500 i paid for with Canada *********************************************** as they were unable to deliver service.

  Business Response

  Date: 23/08/2024

  *************** contract CLVL to get a quote for a long distance move.  After going back and forth with the client in regards to the price, the client agreed to the rates and called in to book a pick up date for August 16th, 2024.

  This was done on July 26th and CLVL emailed the client a moving contract to confirm the move was booked for August 16th, 2024.

  The client responded to this email, confirming that this was received and accepted.

  As per the agreement, on August 15th -  the day before the pick up date dispatch called the client to confirm a pick up time.  The crew arrived on August 16th as scheduled and the crew was turned away as the client was not available to perform the pick up.  We tried to reach out to the client, however, the client emailed on the day of the pick up a request to cancel the pick up.

  CLVL has offered the client to come back at another day with a fair dry run fee. 

  We are still able to perform the move once the dry run fee is taken care of.  We have attached the email to cancel the services on the day of the move as well as the moving contract emailed to the client on July 26th clearly confirming August 16th as a pick up date.

  Customer Answer

  Date: 26/08/2024

   
  Complaint: 22153454
  
  I am rejecting this response because:

  I gave my credit card information over the phone for payment. I did not at anytime ask for pickup on the 16th. Check the emails. I gave three dates none of which were the 16th.

  what happened was that they took payment then booked their own date and sent a confirmation email.

  i informed them on the 15 th that the was incorrect as well. I informed them on the morning of the 16 that the date is incorrect.

  I live in an apartment complex with security cameras and at no point on the Friday did the company show up.

  I am certain of this. They never showed up. The last email i received was from them saying they would come on the 21st of august if i paid 276 dallors.

  they are being untruthful and this is not fair business practice.

  those were all my calls on the 16. Even if they showed up they building security did not call nor did they.

  i spoke to them the morning of the 16 and informed them they did the date incorrectly. I was the one that called around 9am in the morning.

  their said pick up time was 1-3 pm their van did not arrive at all. And if they said they were turned away. This us a lie. They should include the name and details of the person who turned them away. 

   

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

  Business Response

  Date: 29/08/2024

  Thank you for your response.

  When the client called to book the move a pick up date for August 16th was offered and confirmed.  A deposit was placed and a moving contract was emailed to the client on July 26th, 2024.  This was over two weeks in advance of moving date.

  If this date didnt work for the client, we could have offered an alternate pick up date if this was relayed to us in advance.  However, everything was already booked and reserved for the pick up on August 16th.  Dispatch followed up the day before to confirm pick up times.

  On the day of the move, the client cancelled the move.  At no time did we state that we arrived at the clients home.  The crew was at another job prior to this pick up and the client called to cancel the move, therefore the crew was notified and they did not go to the pick up address.

  As a courtesy, CLVL would be happy to hold the deposit towards any future moving services booked within the next 60 days and we can offer to hold the placed deposit towards these moving services.

  Customer Answer

  Date: 03/09/2024

   
  Complaint: 22153454
  
  I am rejecting this response because:
  This was a timely move. No service was provided. Your telling me 60 days this would mean I would need to make new work arrangements, pay for 2 additional months in ******* in rent and still pay for 2 additional months in *******. The agents inability to resolve the situation on August 16, 2024, she didnt take anything into account. Very poor representation of the company. I would like a full. No service was provided. 
  Sincerely,
  
  ***************

• Initial Complaint

  Date:02/07/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After discussions that commenced on December 26, 2023, I finally engaged the services of Canadas ************************************************* (CLVL) on February 27, 2024, to move our household property from *********************************************** to #***, ********************************************************************************************************. I paid a deposit of $850 on February 29, 2024, and the final balance of $3,974.75 on March 26, 2024, making a total payment of $4,824.75.On April 6, 2024, Canadas ************************************************* delivered our goods, but we noticed that a suitcase and a box were missing. Additionally, a couple of items were damaged. I immediately sent an email to notify the company and urged them to urgently track and locate the missing suitcase and box. I have sent numerous emails to CLVL regarding the need to track and locate the missing bag, which contains mostly valuable items that I estimate to be worth around $7,000.Instead of diligently searching for the missing items, the company seemed more interested in filing a claim. Based on their conduct, the company was negligent in handling the shipping. There is no evidence that the items were tracked as soon as they were picked up from *******, and no detailed packing list accompanied the delivery. I need you to intervene to protect helpless consumers like us from predatory companies like this, who take advantage of their customers.At the point of pick-up, all the items were listed by their employee, but at the point of delivery, they did not provide any delivery details. Their lack of care is evident. It would be unfair for me to suffer due to their negligence.

  Business Response

  Date: 10/07/2024

  CLVL entered into a contract with ****************** for a move from ********, ON to ******, ***  At the time when the client booked the move CLVL sent a moving contract to the client which confirmed what coverage CLVL offers.  As per the moving industry and standards and as per the Highway Traffic Act, coverage for the move is at the rate of 60 cents per pound per article for any claimed items.  This was confirmed with the client in several ways prior to the move taking place.  1. it was confirmed via original quote, 2. it was confirmed via moving contract which clearly confirmed coverage and offered options to purchase additional coverage and 3. via our website which also clearly confirms coverage and offers options to purchase additional coverage.

  The client chose not to purchase additional coverage and did not request or pay for coverage at any time.  Please find attached copy of the moving contract which confirms coverage.

  Following delivery, the client did submit a claim form with our office.  The claim has been accepted and processed as follows:

  125 lbs @ 60 cents/pound = $75.00 - $425.00 (applicable deductible) = -$350.00

  The client is not eligible for a refund as the client chose not to purchase additional coverage.

  CLVL did offer a courtesy discount to the client.  If ****************** would like to accept it, please sign the settlement form and send it back to us and we would be happy to issue payment.

   

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 21918575
  I am rejecting this response because:
  

  Coverage and Insurance Communication:
  CLVL did not inform me about the necessity of purchasing additional coverage. Their focus was on itemization and weight for billing.
  The claim that coverage details were confirmed via the original quote, contract, and website is misleading. The importance of additional coverage was never emphasized.
  Negligence in Handling and Tracking:
  CLVL's conduct was negligent, with no evidence of diligent tracking from ******* to *******
  A detailed packing list was not provided at delivery,indicating a failure in handling protocols.
  Lack of Care and Customer Service:
  Despite my numerous emails, CLVL prioritized processing a minimal compensation claim over finding the missing suitcase and box.
  The settlement offer of $75.00, reduced to -$350.00 after a $425.00 deductible, is inadequate and shows an attempt to ***** responsibility.
  Misleading Contractual Terms:
  CLVL's reliance on standard clauses like the 60 cents per pound coverage hides their negligence and exploits vulnerable customers.
  Contractual terms were not adequately communicated, and there was no effort to ensure I understood the implications of not purchasing additional coverage.
  Conclusion
  CLVL failed to provide the expected level of service and care. Their negligence, lack of transparent communication, and poor customer service caused significant financial and emotional distress.
  I urge BBN to intervene to protect consumers from such predatory practices and hold CLVL accountable.

  Sincerely,
  

  
  ********************

  Business Response

  Date: 16/07/2024

  Please find attached response and supporting documents.

  Customer Answer

  Date: 16/07/2024

   
  Complaint: 21918575
  
  I am rejecting this response because:
  

   

• Initial Complaint

  Date:01/02/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They changed the delivery date 5 times after picking up my stuff. They are supposed to charge based on weight but refused to provide the weight despite charging for scaling. Additionally they are refusing to provide me with a receipt. I'm trying to find the correct weight so that I know if I was charged appropriately and if I was overcharged, I'm seeking a refund on the overcharges.

  Business Response

  Date: 12/02/2024

  Thank you for your recent relocation with Canadas ************************************************* *** for your move from ******* to ************.

  In regards to the delivery dates.  The pick up was scheduled for January 19th, **** and it was completed and performed as scheduled.

  It was confirmed with the client in writing via a Moving Contract, that the truck would depart to SK on January *****th and it takes **** days for the goods to arrive to destination.  The delivery was completed on January 31st, ****.  As confirmed the shipment arrived right within the dates promised and confirmed.

  It was also confirmed with the client in the same moving contact that Minimum **** lbs charges apply.  This is what he was charged for.  It is clearly confirmed that if the load is within the applicable minimum weight chares no scale ticket will be provided and minimum weight charges will apply.

  This client also requested a copy of his receipt which was provided to him via email on February 1st, ****.  Please let us know if there are any other questions.

   

• Initial Complaint

  Date:08/06/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In S******** ****, we hired the company to move our furniture to *******. When the movers arrived they tossed around the furniture, made us dismantle our furniture and didnt properly use the boxes we provided. I had specifically told them to use the foam provided for the tv but they used their bubble wrap and charged us for it. When we received our furniture in *** ****, the tv was broken and our furniture was scratched and destroyed. We filed a claim for the damaged and the insurance company offered us **** but the moving company said we could only get *** after they deduct their fees. ********** ************ **** **** ****** *** ********* *** *** **** *** ***

  Business Response

  Date: 04/07/2023

  Hello ****,

   

  I hope you had a good weekend.

  Somehow I noticed that we missed a response to this complain.  CLVL would like to sincerely apologize for the delayed response and would like to provide a formal response to this complaint.

   

  ******* ******* hired Canadas Leading Van Lines for a long distance move.  Before booking the move CLVL did clearly explain that as movers we have limited coverage.  We are not an insurance company and in the case of any damages and/or losses, the coverage is very basic and its not replacement coverage.

   

  At the time of the booking ******* *******, did receive a moving contract which also confirmed the basic coverage at the rate of 60 cents per pound per article.  Any items claimed are only covered at the rate of 60 cents per pound per article.

   

  ******* ******* was also provided an opportunity to purchase additional coverage before the move however this did not happen and additional coverage was not purchased.

  Following delivery ******* ******* did submit a claim with CLVL.  The claim was accepted and processed based on the basic coverage as ******* did not choose to purchase or pay for additional coverage.

   

  The claim was processed, and a courtesy refund was offered even though the client chose not to pay for coverage.

  CLVL would like to stand by its offer for a refund and we are still offering the refund to settle the claim.  Please respond to this email or even email: and we would be happy to process the refund.

  
  

  ****  Operations & Customer Relations Manager

  
  

• Initial Complaint

  Date:20/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Canada's Leading Van Lines to move us from ********, ******* to ********, ********. A large number of our items were damaged in the move. We filed a complaint for over $2000 and they responded by offering us a mere $40. The damage was all their employees fault. For example, the employees were even seen dragging our mattresses across a dirty parking. We understand that many people have complaints about this kind of behaviour regarding this particular company. And we hope you can help us resolve this matter. *****************:Pick up of items was on September 17th, delivery on October 11th Total cost of move was over $6000 Complaint was sent in on October 21st, within the timeline required for filing a complaint We're happy to provide further details if needed. We do have photos and a copy of the original complaint if needed.

  Business Response

  Date: 30/01/2023

  ******* **** booked a long distance move from Alberta to Manitoba.  At the time of the booking, ******* **** was offered options to purchase additional coverage.  It was clearly confirmed with ******* **** that the coverage that we as a carrier can offer is rather basic as those are the limitations based on the Highway Traffic act.  Canadas Leading Van Lines takes great care in ensuring that each and every client is aware of the limitations as per industry standards and offer options to each client to declare a value prior to the moving date to ensure each client has proper coverage in place in case of damages and/or loses.

  Following delivery, ******* **** submitted a claim with our office for a few minor scratches that happened during transportation and a boxsrping that was stained and not damaged.

  The claim was accepted and it was processed in accordance with the coverage that the client had with the move.  It is worth noting that the client did not choose to purchase additional coverage and did stick to the basic coverage that was already icnluded with the price, thereby not paying any additional premiums.

  CLVL did process the claim based on the basic coverage.  Although the client did not have any additional coverage in place, the company did still offer a fair resolution in a form of a refund.

  We are happy to still stand by this offer and would be happy to process the refund once we hear back from the client.

  Customer Answer

  Date: 01/02/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I don't remember anyone mentioning insurance. the people who unloaded our belongings were quit careless ( I think they were tired). The damage was not just a few scratches. but broken glass in a curio cabinet ,part of a frame was broken on the hide a bed,and I think it is quit clear that the damage was extensive.  Pictures were sent to the claims department. I DO NOT agree with the assessment on their part. Their offer of $40 is an insult.  
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 06/02/2023

  Please find ******** PDF response letter and copy of the email as proof in support of the provided evidence.

  Customer Answer

  Date: 06/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This response on the movers part does not absolve them of their carelessness in how things were moved. If their settlement is by the pound then they are grossly mistaken as to how they calculate the refund. I would expect an amount closer to a thousand dollars  rather than $40.
  
  
  
  Sincerely,
  
  
  
  ******* ****