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:16/05/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Delivery May 3, 2025.Damaged Items:- Lamp - Nightstand - Bed frame/headboard Missing Items:- Boucle Chair - Leather Jacker - Multiple items of clothing Claim form submitted May 6, 2025 based on a minimum weight of ***** lbs, as invoiced.

• Initial Complaint

  Date:08/01/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On May 27, I spoke with *****, manager of Canada Line, for a moving quote. I specified we had a 4-bedroom house, a workshop, and a piano. ***** quoted $3,400 for *********** lbs, assuring it would be sufficient. I reiterated the workshop and piano, which ***** acknowledged. On May 29, I booked them for June 26, again mentioning the workshop and piano. Despite this, the movers later claimed the piano wasnt on the booking. I received no email confirmation or contract at the time of the ************** on June 25-26:Movers arrived at 12:30 PM (late by 1.5 hours).They ignored parking instructions, damaging our gravel driveway and blocking our landlords garage.Without permission, they tore down a trellis, damaging porch supports.Despite instructions not to use extra materials, they used two wardrobe boxes and 50 yards of bubble wrap, adding $230 to the bill.They ignored workshop items completely.They damaged irreplaceable pre-1950 porch tiles.The landlord witnessed littering, including cigarette butts and bubble wrap debris.The truck arrived partly full of another customers belongings. Only one-third of our household was loaded, excluding items like the piano, workshop contents, patio furniture and more.The movers demanded $400 extra for the piano. Since much of our belongings were left behind, we declined.The mover demanded a $3,000 deposit in cash or e-transfer, forcing me to make an unplanned trip to the bank.I was later asked to sign documents detailing extra materials used.After they left, we found a scratch on the wood floor.The loaded items weighed less than *****lbs, yet our invoice included a $390.72 overage. ***** demanded an additional $2,022.83, leading to heated disputes.We rented a truck from Budget to move more of our stuff, and later hired another mover to get the remainder, together incurring over $1,400 in extra costs. *** reduced their final invoice to $1,400, exceeding the quote by $1,200. The move left us in financial distress.

• Initial Complaint

  Date:26/11/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  My family and I recently moved from ******** ON to Nanaimo BC. We hired Canada Line Moving. They brought a 26' truck that couldn't house everything. The movers came back the next day. Again they couldn't fit everything on the truck. They refused to come back unless we payed. My husband drove multiple items to ********* to the movers warehouse. Enterprise forced my husband to pay $900 in extra fees, threatening him to remove our items from the truck and leave. They charged for 5 wardrobe boxes, 4 large covers for 1 sectional, 4 qu size mattress covers for 1 qu, 2 dbl and 1 single. I bought all needed covers from U-Haul. I contacted *** regarding this and was told *** has nothing to do with their charges but will look into it once receiving the billing slips. I received an email Aug 27 of the final balance of $9711.79 without indicating our things arrived. I called saying I would pay once our things arrived. I received another email Sept 19 of the final balance, again not saying our things arrived. *** agreed to have our things re-weighed before paying the balance. I was quoted $3300 for 5000lbs. The weighing slips stated our things weighed ******lbs. I didn't believe it. They reweighed our things but the full balance must be payed BEFORE delivery. I asked for compensation considering. I received an email Sept 25 with a new final balance of $8352.30. I called to pay with a credit card & was told ********* or money order only. I payed by money order Sept 27. Our things came Oct 4. Many items were severely damaged or broken. I emailed while our things were being removed from the truck. I took pics. They emailed back with claim forms attached. I filled out the forms with pics Oct 7. I have called and emailed multiple times saying I hadn't received any contact from the claims department in any way. They stopped answering my calls. The last phone call I had with ****** regarding the status of my claim I warned him that I will take legal action if no one contacts me.

• Initial Complaint

  Date:04/11/2024

  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.

  We have had the WORST moving experience of our lives with Canada Line Moving company . We have undertaken several moves in our lives across 3 countries, including Canada and we have never had a problem until this last experience with Canada Line Moving company. When we called Canada Line Moving company they said the total moving price for everything was approx CAD 1500 including dismantling, assembling furniture transporting it between cities and putting it in the new house and first made us sign the contract and pay the deposit. However after coming home and picking up the stuff and putting into the pick up, they hiked the price on the slightest excuse including carrying it up 1 flight of steps to CAD ************************************************** the contract.They extorted money from us after putting things into their truck and threatened to not deliver it until all of the money was paid up front. Even after paying the entire amount, they did not deliver it as promised nor did they assemble the furniture as they had said they would and demanded more money to do that too.An absolute nightmare of an experience with a lack of transparency and nothing short of cheating and extortion. It was a traumatic, stressful and scary experience for us!!Hope my message helps others looking to use their services to please be wary of this organisation.

  Business Response

  Date: 12/11/2024

  Dear ***** and Asha,
  

  We regret that you are dissatisfied with our services; however, the information you have provided does not accurately reflect the situation. Your shipment was originally booked at 3000 lbs, but it ultimately exceeded 2300 lbs. Additionally, moving items up multiple flights of stairs requires significant effort from our employees, as it involves extra time, skill, and energy. As outlined in both our quotation and confirmation email, these circumstances incur additional charges.
  We would also like to clarify that we did not withhold your shipment. According to our company policy, full payment must be received before delivery can be scheduled. On the day of pickup, we made every effort to contact you in order to arrange next-day delivery, but unfortunately, the delay in receiving your payment resulted in a postponement of the delivery. Despite this, we prioritized your shipment and worked to deliver it as quickly as possible.
  We ask that you kindly respect our company policies. We only charge for the services that are actually provided, and no additional fees are applied unless additional services are required.
  That said, we value your business and are committed to customer satisfaction. For your next relocation, we would be happy to offer you a discounted rate. We are confident that your next move will go smoothly, and we will do everything possible to ensure a hassle-free experience.
  Thank you for your understanding.

  Customer Answer

  Date: 13/11/2024

   
  Complaint: 22508387
  
  I am rejecting this response because:

   

  the suggestion that we will ever again ise your service and recommend your organisation to any of our acquaintences in laughable and ridiculous.

   

  our primary concern with the service you provided is a lack of transparency.

  where does it say in your contract that you will charge an additional 1000 CAD for moving things 1 flight of steps in each house?

  where does it say that full payment has yo be made on the date of pickup?

  where does it say you will be charging an additional fee for assembling 1 bed!

   

  if you had intended to deliver it in time show us the confirmed booking on the ferry for 1st November. 

  You have also not facilirate the option of providing you a customer review on ****** reviews or on any other review forum.

   

  your business methodology is an outright farce,and a lie and is pur extortion.

   

  Its a blot on Canadas ethical business environment to have an organisation like yours functioning and cheating people.

  RGDS
  
  **** *****

• Initial Complaint

  Date:12/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  house moving pick up date Aug 15 2024 *********. delivery date Aug 16 2024 in ******** **. agreed price was $6977.25 for 2 trucks and ******lbs of house goods. when movers arrived at house for pick up, they immediately said there was a problem with the weight and said it went from ****** lbs to ****** lbs.(random # made up) and demanded more money or they would leave. they told us that it could be as high as $11,000 which was over $4000 more than agreed price from manager ******. ****** told me numerous times in conversations that there would be no other extra charges except for packing materials such as large tv, mattress covers, bubble wrap etc. which ended up I was charged $992 I called ****** and told him that the movers were demanding more money and also payment in full upon loading.he again tried to say that there was to be no extra charges except for packing materials and that I didn't have to pay until delivery the next day in ********* he also lied to me as he promised me that he was not just an agent sub letting out the move and told me the movers were his long term employees. after a few texts during the begining of the move he stopped replying and also wouldn't take my phone call. I had no other choice but to accept the increased charges. paid the movers $10,000.00 more in cash and gave them $500 for tip. at the delivery address in ******** the new movers arrived late then wouldn't take off legs on chair and sofa resulting in them leaving the sofa outside on basement patio in elements leaving it for me to deal with! (I'm a senior on pension) then they wouldn't reassemble the beds as agreed both verbal and on contract. the movers mixed up boxes that were clearly labeled as to what rooms and floors they were supposed to go into. after some mix *** we said to put boxes in garage if they didn't know where to go. they took this as a free for all and started to do a dump and run extremly hurried. then they wouldn't take away any wrap or cardboard as agreed