ComplaintsforBlakes Moving & Storage (1993) Ltd.

• Initial Complaint

  30/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Discrepancy between your company’s estimate of the weight of our furniture and effects (F&E) and the actual weight. We are particularly surprised at the company’s substantial under-estimation of the weight of our F&E by over 4,000 pounds (final quote 6,500 pounds at $9,286.46/actual weight 10, 869 pounds at $14, 174.42) due to the following points: 1. That we repeatedly emphasized that you could not assess our weight based on our one-bedroom accommodation because we’d recently relocated from a two-bedroom + a den detached house with a garage. 2. That we had three very large storage lockers filled to capacity. 3. That we had six 6-foot book shelves with a double layer of books on every shelf. 4. That we challenged your initial assessment of 4,000 pounds ($6,577.20) as too low. 5. That we subsequently filled out your paperwork outlining in detail all of our F&E. 6. That you are the experts and we rely on you to be able to accurately assess the weight of F&E. See email to Blakes.

  

  Business response

  09/07/2021

  AS I mentioned in the attachment we do not have an office where your previous residence was therefore I could not do a visual quote.  You went online and submitted you information to moveit.ca whom we are a member of.  They send out your information to our company as well as several others.  When you contacted me regarding the move I asked you several questions regarding the contents of your apartment as well as the storage units.  At no time had you ever told me that you had previously moved from a 2 bed house with a den & garage, therefore I wasn't privy to that information.  My price was based on the information you had given me.  As you aware from the quote I was very detailed with the prices with no hidden fees, the only reason for a change in price would be if there was an increase or decrease in weight which there was.  

  If you recall when we arrived at your new home it was pouring rain and the driver had to park some distance from your apartment, there should have been an extra fee for the long carry, that fee was waived.  When you told me there was a bit of damage I told you we would look after that as well.

  Every estimate I set you specifically states at the bottom that this is an estimate and the final charges will be based on the actual weight.  The truck was weighed before we arrived at your home to load and again after it was loaded to determine the actual weight, both of which were given to you upon delivery.  I sent you an in invoice later that afternoon with the final weight and charges.  I asked if you wanted to use the credit card we had on file for the balance, you replied that yes we were to use that card.  

  You didn't say anything to me until 34 days after you took delivery and 40 days after the fees for the move were processed.

  Also the attachments from ***** *** ***** did not come from me as we are not affiliated with them therefore they should not be included in this claim.
  

   

   

   

  Customer response

  13/07/2021

   
  Complaint: ********
  I am rejecting this response because:

  This is clearly a case of buyer beware, that it is important to have an on-site quote completed and not rely on filling a web page form.

  Although I understand the condition of  this is an estimate, for a company to be so far off after all the information given is scary.

  As for moving truck location and the rain (which I do not control), the truck itself was only one car width away from the curb that they would have to unload from.

  Also, we called and ask for the truck to come the day before because we knew the forecast, and was told they could not even through the driver told us he was already in town hanging out at the hotel on that Wednesday,

  he would not be able to move the heavy furniture but could of had some or if not all the boxes unloaded to the apartment.

  I think it is important to make sure other customers understand the risk of this type of quote.

  This compliant can be closed as I feel we would just be going back and forth with no solution.

  Thank-you.

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

  

  Business response

  14/07/2021

  AS I mentioned earlier, you had submitted your information through an online source, ********* of which were were a member.  They sent the information to us as well a several other moving companies.  Everyone one had provided you with an estimate.  When you contacted me you were aware that I wasn't able to come to your home to do a visual and that the final charges would be based on the actual quote.  My price was based on the information you had provided.  If you had felt that the weight on my quote was not high enough I would have revised it again.  Some customers have sent video or photos of their homes and contents to give a clearer picture of what they're moving.  That may have worked in your case as the information you had provided didn't give me enough information unfortunately.  

   

  The driver couldn't unload your belongings by himself the day before as you had moved into a 2nd floor apartment without an elevator and we don't leave the truck unattended.  

  Customer response

  16/07/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and no further action is required, as we will just be going back and forth.

  But I wanted it noted this should be a buyer beware situation.
  
  Sincerely,
  
  **** ********

*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. ↩