ComplaintsforQuality Move Management Inc.

• Initial Complaint

  30/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint is being filed against Quality Move Management and ****** *** *****. On April 28th, we entered into a contractual agreement to have our household items picked up on June 21-23 and shipped from Barrie, ON to Amherst NS within a time frame of 2-7 days. We were then asked to allow the moving company to load our belongings one day early (June 20) to which we agreed. That would put delivery to no later than June 26th. We did not receive our shipment until July 4th. In between those dates, an incredible amount of dishonesty, information withholding, lies, arguments, lies, being transferred from dept to dept with no one ever giving an answer, more lies, contacts with executives from both companies because no one would help, an escalation of troubleshooting to resolve the issue that never got resolved, more lies about refunds, delay refunds, compensation for damaged property all ending with us receiving the worst service ever. There is much, much more to tell-please call me!!

  

  Business response

  04/08/2021

  Our goal is always to deliver a premium moving experience to our customers, so we apologize for having fallen short of your expectations. The goods within your shipment were packed and wrapped yourself and are thus not covered within our liability, as outlined by our Business Development Manager prior to the move. Upon loading your shipment, the weight had increased by more than 15% from what was estimate, including the addition of a tractor; this change required any logistical plans that had been made to be changed in order to transport the entire shipment. As the delivery was completed after the transit time outlined, you were able to submit receipts and received compensation for any expenses incurred during this time, as outlined on the terms and conditions in our bill of lading. The compensation for this was accepted, processed and a cheque mailed. 

  Customer response

  06/08/2021

   
  Complaint: ********
  
  I am rejecting this response because of the inconsiderate and shady conduct this business carried out with regards to our case. We were lied to right from the beginning of this transaction and were never told up front about the hidden costs, the possible increases in price per load and what we were covered with by the insurance. At no point in time did anyone ever go through the contract with us detailing the important points that we unfortunately had to find out for ourselves after the delay, all of our damaged belongings and the complete disregard for the well being of our property. In my many, many conversations with Deep G*****, it came up that this business should never have offered the service we agreed to because they were never going to be able to fulfill the timeline commitments and Deep completely agreed with this. Secondly, we went a full 7 days not even knowing where our belongings were as no one could give us a definitive answer as to whether or not our shipment was on its way or still in a warehouse. Thirdly, the lies we were given as a response to where our shipment was, including the truck being held up at a weigh station (I have a friend who works at the weigh station the truck was supposedly held up at and told me no such truck was there) then to call the company out on this lie to be given another lie about paper work which I confirmed when the drivers with my shipment finally arrived at my house and they said that wasn’t true, the driver just has to drive there to get the trailer. 

  We were told multiple times by Sangita N*** that we would get a discount for the delay-we received nothing. We were told by Kelly T******* to buy what we needed until our belongings arrived so that we could be comfortable. We did so and were reimbursed for that but at no time were we told that this was the only reimbursement we would receive. I was still having delay discount conversations with both Deep and Sangita at this time. When I continued to push for the discount I was finally told by Kelly that they had no idea what I was talking about and that there would be no delay discount. 

  We opened our belongings to damaged items including a 55 inch television which was shattered. I contacted Sangita about this and she told me to take pictures and itemize everything for a claim. We did that not knowing it was all for not because our insurance didn’t cover the items we packed ourselves. Again, something that was never discussed with us regardless of whether or not that clause was in the contract. We would never pack a shattered television and the mishandling of our belongings by ****** and QMM destroyed it among other items.

  The complete disregard for our property was alarming. The incompetence of all involved is disgusting. The shady business tactics appalling. The lack of transparency scary. The lack of communication between ****** and QMM unbelievable.

  We hope no family ever has to go through what we went through. Our young children believed that all of their belongings were lost because we didn’t know where anything was for a week. We paid the bill in full after being promised that discounts and claims for damaged goods could only occur after the bill was paid which we did in good faith thinking that the promises we were given about discounts and claims would be fulfilled only to find out it was all a complete lie from everyone involved. 

  There aren’t enough terrible adjectives in the dictionary to describe these two companies.

  I will never ever refer anyone to either party and will say nothing even remotely close to having a good experience to anyone. 

  These two companies should be ashamed of themselves for what they put us through as a family.

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

  

  Business response

  20/08/2021

  Hello, i spoke with ******** regarding this matter. The customer has requested a refund for the services that were carried out however we are unable to do this as all paid services were completed. The customer did receive a cheque for expenses that were incurred during his claim. 

  Customer response

  23/08/2021

   
  Complaint: ********
  
  I am rejecting this response because the cheque we received in the amount of $748.84 was to cover our basic needs for living while we were in quarantine. Along with our household belongings, we had included food, water, clothing and personal items that we would need in order to live while being isolated. We could have purchased more than what we did (including medications) but we wanted to keep this low thinking we were working together and not against each other. QMM and ****** were made aware of this and only then did they recognize the gravity of their mistake and continued lies and offer us this option.

  What we are seeking goes well beyond this as we had been repeatedly promised a discount on the poor service we received which amounted to more than 10K. 

  Every person I spoke with at QMM told us we would be receiving a discount on the total charge of our move. At no point in time were we ever told the cheque we received was that discount.

  On top of all this, so much of our belongings had been destroyed by their movers. The insurance we paid for was supposed to cover any damages that incurred. We were then told that wasn’t the case because their movers didn’t pack it for us (even though the movers who loaded our belongings into the truck thanked us repeatedly for doing such a great job packing and it made their job super easy).

  Total lies and deceit from these two companies right from the start.

   

  I want to be reimbursed the money I spent on the worst service ever!

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

• Initial Complaint

  13/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been trying to resolve this problem of my lost/stolen/misplaced household items now since July 2020. Several boxes containing kitchen dishes, silver serving pieces and a cast iron umbrella stand never arrived strangely the umbrella did. I watched as all these boxes were being placed on the moving van in TWO different locations. Mine was one of 4 household shipments on this van going to Western Canada. I have contacted this company on several occasions in the last 10 months and my final e-mail correspondence from Paul W***** was that “NO ITEMS had been mis-delivered”. I can assure you one of the 3 other customers DID receive items NOT belonging to them and I’ve been faced with the added expense of replacing these items some of which can’t be ( silver serving pieces).

  

  Business response

  14/05/2021

  Our goal is always to deliver a premium moving experience to our customers, so we apologize for having fallen short of your expectations. Before the move began, you received a confirmation email that stated that any claims must be advised to us in writing within 60 days of the delivery of your goods. Upon the delivery on June 30, 2020, a check-off of your shipment was completed and signed off by you stating that all items had arrived. On July 20, you alerted us that you were missing three various items. Two of these items were later located on the drivers truck and swiftly returned to you; we did not hear back from you as to whether the third item was indeed missing after all unpacking was completed, and it was not mentioned again. On July 21, our Claims Manager sent you a claim form to fill out with details on these items; this claim form was never returned to us. On October 22, you contacted us with a list of different items that were missing, and we proceeded to conduct a check with all of the shippers who were transported by the same driver to see if any of your items were mistakenly delivered with theirs. As some of these shippers had their goods in storage until March 2021, we were not able to confirm whether they had your items until then. At that time, all companion shippers verified that they do not have any of your missing items, and you were advised accordingly. As of May 13, the claim form has been sent again via email with notification of the 60-day time limit for making a claim; once this has been received back, we will forward it to our corporate claims department for their review.

*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. ↩