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:12/11/2025

  Type:Customer Service 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.

  October 25th hired moving company where told professional movers. They are advertising as such but not the service I was provided. Job was suppose to take 2 hours roughly and sales employee stating “if by chance you go over” and ended up being a 7 plus hour job due to business issues(two men leaving the job in which they told me that they were under paid) I called company two hours in stating my concerns and was told the entire time not to worry about time that I would be taken care of. Business has admitted faults. Damages to all my furniture and move out location and move in, they said everything would be wrapped. I can provide more pictures and paid over $1,000. Also have witnesses. Business will not credit me back for their wrong doing unless I sign an agreement. They’ve disclosed my personal information via a reply to a review I had to take down due to defamation. I paid the company that day due to being scared they’d continue to cause damage and keep my belongings.

• Initial Complaint

  Date:06/10/2025

  Type:Customer Service 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 booked 'Let's Get Moving Moncton' for a home move for August 23rd. The move took longer than expected even though they had sent an extra person to help. Also, the travel time was about double what it should have been.
  
  However, the main issue is they damaged an antique cabinet (broken glass) and left a deep gouge in our new cork flooring. They also charged an extra $250+tax for two heavy items (treadmill and the cabinet). They told me the treadmill was heavy but didn't mention the cabinet which I believe is close to 200 lbs but not necessarily over. The movers took photos of the cabinet damage and said I could contact their office. When the move was completed, they asked me to sign a 'job completion form'. It was a small signature box on a phone. It turned out to be a 'no damage' waiver!
  
  I repeatedly called/texted/emailed the Moncton office regarding the damage. They claimed to never get my texts/emails, however. I eventually tried the national office which did respond. They eventually offered $200 compensation that I requested for the damage. However, they wanted me to sign a 'no negative reviews' agreement or pay $5,000. I refused. I would like to be compensated for the cabinet/floor damage without signing a 'no reviews' agreement.

  Business Response

  Date: 10/11/2025

  Thank you for bringing this matter to our attention.
  We are sorry to hear about the customer’s dissatisfaction and would like to clarify the situation as follows:

  At the time of booking, the customer was aware that any item weighing over 200 lbs requires a third mover and is subject to a $125 heavy-item handling fee. However, even during the confirmation call, which is conducted according to company policy one day before the move, the customer did not mention any heavy items such as the treadmill.

  On the day of the move, to ensure the smooth completion of the service and to avoid delays in sending an additional mover later, our company added a third mover to the team from the beginning at no extra charge to the customer. Another reason for this decision was that the move took place in Sackville, and sending an additional mover from Dieppe would have caused significant delay in the service. This decision was made solely to make the process more efficient and to maintain the crew’s safety.

  Regarding the reported damage, the customer has been in contact with our Customer Service department. Several reasonable compensation offers were made, but the customer declined each one. He wanted to receive the compensation without signing any documentation, which is not consistent with our company policy, and even requested a refund without removing his public post.

  The customer was also informed multiple times by our Customer Service team that based on the type and size of the cabinet in question, its weight is well over 200 lbs. This can be easily verified by checking similar cabinet models online. Nevertheless, the customer insists that the cabinet weighs less than 200 lbs, claiming that he has moved it alone before, but he has not been able to provide any proof to support this claim.

  We have handled this matter in good faith and with the intention of resolving it fairly. The statements presented in the BBB complaint do not fully reflect the facts and context of the situation.

  The attached photo of the cabinet (with the mover’s face intentionally blurred for privacy reasons) is provided solely to illustrate the scale of the item in question, as a reference for its size and approximate weight.

  Our company remains committed to professionalism, transparency, and accountability, and we appreciate any feedback that helps us improve our services. The customer is still welcome to remain in contact with our Customer Service department to reach a fair and mutually agreeable resolution regarding the compensation.

  Respectfully,
  Let’s Get Moving Moncton

  Customer Answer

  Date: 10/11/2025

   I am rejecting this response because:
  
  
  The response contains several inaccuracies. I did mention the treadmill in the calls before the move. I didn't know exactly how much it weighed although it was disassembled prior to move day. I also never claimed to have moved the cabinet by myself. I originally moved it with the delivery man so there were two of us. I had placed a scale under one side and it weighs 84lbs. I realize it's likely slightly more than double that weight so probably close to 200 lbs.

  My main issue is the lack of reasonable damage compensation being offered without having to remove my reviews. They have only offered $75. If they want to charge me $125 for the cabinet they claim is >200 lbs, they should offer the $0.60/lbs as per the contract. That's a minimum of $120 plus the floor damage. I believe $200 for both would cover the damage repair.