ComplaintsforRight Move - Moving & Storage

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 1, 2023 Right Move was to move packed boxes and prepared furnishings from ** ******** ******* ******** **** ** ** ****** ***** ******** ****. The original estimate was provided over the phone for $100 per hour. The movers did not complete the task to relocate the belongings and additional aid was provided by myself and personal friends. The boxes that were relocated to the new address were held ransom until payment was made that had since the time of the quote escalated to $155 per hour. The personal property in their possession was not released until payment was made at the increased price. The full move was also then required to be completed personally the subsequent day, March 2, 2023. The business did not make any attempt to resolve the matter and were verbally abusive upon receiving the immediate feedback that the service wasn't provided and the quoted cost was not honored.

  Business response

  12/03/2023

  Hello ***** how are you, thank you email.

  Yes we did provide moving service to ****** ****** and our rates never been $100 for 28ft Truck and 2 movers, our rate $155 per hours.

  Driver did call office when he did paperwork, we talk to her and her friends, showed booking notes our records.

  Her friends told us that she is very stress because she has relationship problem that is why she mixing up lot of thing this days.

  After that we give her discount from the bill because of her friends request.

  About her friends help;

  Yes she had few friends and they move patio furnitures because she was moving out from 5 bed room house and 28ft truck possible could not fit every thing in one load and customer did not want to we make 2nd trip.

  We did give her discount from the total bill, may be her friends did not tell her of she didt not look final bill.

  Customer was sleeping all the time only time she get up just to sing papers, her friends did all the paperwork.

  Customer never contact our office to resolve or clear up and misunderstanding.

  ****** welcome to call us any time and we will be happy to talk to her to find the way resolve if any questions please.

  Thank you.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We live in Edm & hired Right Move Moving & Storage on behalf of my elderly in-laws to move them from Cochrane, AB to Edm, AB (about 3hrs driving) & they showed up on time, but my in-laws were not aware that the contract they initialed over stated the driving distance by 1.5 hrs each way. It also overstated the moving time by 1 hr. However, it also seems they loaded & moved them very slowly & they took 9hrs to load and move an 1800 sf 3 bdrm house and then they charged an extra hr on top of that. Then the belongings were transported to Edm where they were charged 10.5hrs to supposedly load & unload the belongings into storage for 3 days. We have text messages that “suggest” the belongings were never loaded/unloaded & these 10.5hrs were an over bill. Then he didn’t answer our calls or texts until the day before delivery & then refused to deliver them until a bill of nearly $12,000 was paid in full and in advance. ******* ***** ******** ******* ***** ** ******** ****** *** ** *** *** ****

  Business response

  19/08/2021

  Hi, ******.
  
  I know that you're frustrated because we wouldn't give you a 50% discount, after you agreed to our rates and we moved your father-in-law.
  
  You called us for an emergency end-of-month move from Cochrane to Edmonton (some moving company showed up, but then refused to provide you service).
  
  We drove through the night, and when we arrived at 8am, your father-in-law said that they asked ****** to book 2 trucks and asked why he only sent 1 (he had a lot of belongings).
  
  Because you mislead us on the size of the move, we had to make arrangements for a second truck (24'), after the first truck (32') got filled (half-way through loading).
  
  The original idea was to move your family into a house in Edmonton (but during packing) that fell through ... so you asked us to store the belongings at our secure facility (1 month free which we provide to our customers).
  
  Because the shipment went from Cochrane to our storage, and then from storage to the new house, the labour hours increased, which you didn't want to pay.
  
  We wish your in-laws the best in their new home.

  Customer response

  24/08/2021

  
  Complaint: ********
  
  I am rejecting this response because of the numerous false and misleading items in the short and unrepentant response from the business.  ****** *** ******** ** ******* *********  * *** **** *********** *** **** ***** *** ** *********  He is a master of deception, manipulation, deflection and distraction.....as I said to him in person "if you took just a fraction of the time, energy and brainpower to actually run an honest business, money would rain upon you sir!  If you didn't spend so much time trying to rip people off and instead just did what you said without all of this extortionist tactics simply to take advantage of people to take their money....they would gladly give it to you for doing a good job and money would rain upon you!"

  Please advise when we can expect to get our refund of $5,499 as requested to the business to bring this transaction to the high range of acceptable.
  

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

  Business response

  02/09/2021

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

   

  ** *** *** *** ** *** ************ they signed the agreement and the work was done.

  For the next four days, they kept promising to pay for the pickup fee from Cochrane, Alberta, but did not.
  
  They then threatened me with negative reviews unless I gave them a 50% discount - I refused this.
  After talking with their lawyer, I offered them a small discount, which their lawyer advised them to accept.
  
  ** *** *** *** ** *** ****** **** ***** Mr. ***** agreed that everything was fine and payed me.
  
  I consider the matter closed.

  Customer response

  08/09/2021

  
  Complaint: ********
  
  I am rejecting this response because  it is once again full of untruths.  **** ***** ** * ****** **** *** *********** **** ****** ** ***** ** ** *** **** ** ***  As shown previously he held the belongings of 2 ********** *** ******** seniors until they had no choice but to pay *** ****** to get back their belongings.  The payment made was under duress and protest and the "ONLY" reason we got any reduction in the amount he was attempting to charge was because his own ********** account would not allow him to charge what he tried to charge.  His own account maxed out at $10k that could be charged in a day and he had no choice but to start unloading the truck because at that point he was already onsite and workers were waiting to start working.  

  So, under duress and protest we paid the ******** ****** amount just to get our belongings back from this individual.  Whatever he claims to have 'reduced' from the invoice was all fake invoices, he was trying to charge us $500/day for holding up his truck...but why was the truck held up when the furniture was supposedly unloaded into his facility? Because it never was unloaded into the facility and he tried to charge 10.5hrs of time for part of the job that was never done.  And we were forced to pay it because he wasted a full day by sending the name of a lawyer that later on was discovered to not be representing him ***** **** ***** ** ******** *********.  The exchange with our lawyer that he sent was part of a much larger group of texts where **** finally said he would not charge the $500/day fake fee for holding a truck that he never unloaded but tried to charge for.  So, he continuously does these things and he said the only way our invoice could be closed off was to sign for it....which I did under duress and protest but needed to get the belongings out of the hands of this individual.

  At the end of the day, he unloaded his truck in 4.5hrs when he finally delivered the furniture so the fake charge of 10.5 hrs was egregiously overstated anyways....it should never take 3 professionals that long to unload into a storage facility when unloading into the house only took 4.5hrs....further proof it was never done.
  

  We never promised to pay for 4 days and renege on our words....we NEVER agreed to pay the fake invoice at all and 4 days were spent trying to negotiate against these ******** tactics *** *** ********** ********* ***** ** ****** * ******** ******* ** *** ******** **********

  Although, I have certainly written some negative reviews since this incident, we NEVER threatened to do so....I wouldn't imagine this individual would be swayed at all by such words.  Again, we are not asking for a discount for services....we were always willing to pay $6,000 which is 2 to 3 times what anyone else would've charged.  This is not a discounting request, it is a refund of overcharges request...*** *** **** *** ******* ************* ** ******* ***** **** ***** ** ****

  I never "agreed that everything is fine"....if everything was fine, I wouldn't be having this exchange right now and losing more of my life to this individual.  But, he owes us $5,499 and he knows that he ripped off a couple of older people that can't afford that kind of payment. But, none of his responses and continuation of this charade and web of lies is surprising...** ** ********* * **** ******** ********** ***** ******** ****** ** ******* **** ***** ******** ******** ** *** **** ********    

   

  Our lawyer 
  

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

• Initial Complaint

  18/05/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On January 15th2021, I hired **** to move my home to storage. First month was free. He told me they pack if you want for NO EXTRA CHARGE, I said everything is packed and sitting in my dining room. There were two wall units, small fireplace, bureau, table and chairs, small freezer and washer and dryer. The rest were boxes. Clear plastic boxes, some cardboard. All of my stuff came back with broken pieces including my wall units. My tv stand was broken, my christmas ornaments were broken, numerous items missing completely. I asked to see my storage room twice, and was told he was out of town and would contact me when he got back which never happened. I was given a price of approx 550. storage 180.....after all was said and done he charged me 1005.00 to move me a few miles. 220 a month for a storage room I never got to see. His quotes were not abided by. I was terrified he lost my stuff. Then in April on the 13th, I booked him to move my storage to my new place for May 4th 2021 at 11 am.

  Business response

  04/06/2021

  Hello **** how are you, we appreciate your massage.

   I wish to say that your daughter contact with us and arrange booking your moving and she pay the pick up fees by email transfer.

     Your daughter told us that my mother sick and very old, she do forgetting things some times,

  We was very carefully to talking with you, all arrangement  we did with your daughter.

   

  She ask what is the minimum charge we say $550

   She ask what is the price 10 by 10 storage fee after first month free storage that Right Move give all there customers we say $180 per months but your shipment was 10 by 15 size that is why was little extra storage fee.

   Your move take little extra because you ask yo pack some glass, TV, mattress, glass cabinets ect.

  That is why take  little extra time.

     We have contract that you sign and initial on the contract that ( Movers do not make inventory) to save time and money for your self that is why driver did not do inventory, if you did not allow us to make inventory, how we can count boxes?

  About storage, you well come to come to look our heated, clean, clement controlled storage any time, no one can tell you that you don't come to storage.

  Why movers when delivery your shipment you did not make any note on the contract? or contact with manager or customer service, we would explain every thing.

  You sign that every thing is good.

  I wish to before you wright this letter, you was talking to your daughter.

  I'm very sorry for all this miss communication, please let your daughter contact with us and we will clear all misunderstanding.

  We wish you best wishes at new home.

  Thank you. 

   

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