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:08/08/2023

  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.

  We moved from Cambridge Ontario to Portugal Cove Newfoundland in May. TLC Movers brokered the move to AMS Transportation in Dundalk Ont. Two trucks were required to load my household items and a vintage car. They were loaded May 13/23. We were told that before delivery can happen, we had to pay the amount due to the sum of $42,000, which was almost triple what we were quoted. We received the first trailer at the beginning of June and was told the second trailer would be delivered within the next couple of weeks. When the trailer never showed up, I called to inquire about the status of our trailer , being told that the driver had fallen ill and was in hospital, and that the trailer was actually here in Newfoundland and that delivery would be the following week. We have being contacting the company since and they have been telling us various excuses as to why they have not delivered the trailer. We have caught them in lies and have been told that the second trailer is still in Cambridge Ont. It is now Aug 8th and all our attempts to call the carrier now go to voicemail. They do not return my calls and I have asked that we be compensated for the the delay. We have have talked to Pat Walsh at TLC and he said that he would follow up with them but with no results other than that they are busy and one driver quit.
  Estimated Move Charges Each 12000 $0.62 $7,440.00
  Additional Charges
  Admin Fee 1 $250.00 $250.00
  Fuel Surcharge 38% $7,440.00 $2,827.20
  Dispatch Fee 1 $150.00 $150.00
  Trans AM + Tilt & Load 1 $1,850.00 $1,850.00
  NF Ferry Crossing 12000 $0.11 $1,260.00
  
  
  Pre Tax Estimated Price $13,777.20
  
  Move Notes:

  Business Response

  Date: 11/08/2023

  ***** ***** *****
  ***** ******* ************
  ****** ********************
  
  Moving From Country: Canada
  Moving From State: ON
  Moving From City: Cambridge
  Moving From Zip: ******
  
  Moving To Country: Canada
  Moving To State: NL
  Moving To City: St. John's
  Moving To Zip: ******
  
  **** ***** **********
  Move Size: 4 Bedroom 9800 lbs
  Storage: Yes
  
  Car Transport: Yes
  Vehicle Year: 1976
  Vehicle Make: Pontiac
  Vehicle Model: Trans am
  
  This customer requested an estimate for a 4 bed room house and
  a vehicle,  normally about 10,000 lbs
  excluding vehicle. After going through the home over the phone, we both agreed
  that 12,000 lbs would be closer + the vehicle.
  After he was loaded 
  he totaled 35,000 lbs +vehicle. We could not fit it all on one truck as
  there were other customers that were on that truck as well. We got 20,000 lbs to him on a timely fashion, then we lost
  our driver.

  
  The whole Trucking industry is having a driver shortage, as
  a result companies  are offering drivers from  other companies  more money
  if they leave and join them. We had a driver that has been with us for over 20
  years. He called in sick which put us behind. Then we find out after he has his
  last check that he is quitting and going with another company.

  
  That put us way behind, you can’t just put any driver on a
  moving truck, as a result it has taken a few weeks to find the right driver to
  take over. That driver is now in place and trying to catch up.

  
  Sincerely TLC Movers
  *** *****
  *** *** **** ** * 

  Customer Answer

  Date: 18/08/2023

   I am rejecting this response because:

  When inquiring about the delivery of my trailer, I was told numerous lies regarding the whereabouts and delivery. I was constantly told that our trailer was next to be shipped, we we're told that the driver was in hospital and that the trailer was redirected back to Ontario after it was already here in Newfoundland. We were calling for updates and not getting anywhere. As for the quote, brokers only get a commission upto 12,000 lbs. The broker asked me how big our house is and I told him that we had a large 5 bedroom home, so our original quote was for 12000 +. According to the driver, ***, the broker does this all the time. When they arrived to load 12,000 lbs, they see that it is alot more than that. The trailer was finally delivered Aug 10,2023. However, I still feel that we should be compensated for the delays and the false excuses that we have been told repeatedly, causing us alot of stress. We were at the point that we were preparing to contact the authorities to have an investigation as to the actual whereabouts of our goods. 

   

  
  

  Business Response

  Date: 18/08/2023

  I will send you a email to summit a claim

• Initial Complaint

  Date:04/01/2023

  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.

  TLC movers were hired to complete a move from Fort McMurray Alberta to Ottawa Ontario. The BBB was checked and TLC was found to be in good standing. Once a deposit was obtained TLC had nothing further to do with the move. Instead, without warning or explanation, *** transportation services Inc took over the remainder of the move. *** was and is not in good standing with the BBB and would not have been hired. A second complaint will be made regarding that company however there were a significant list of issues including demanding up front payment once the household effects were taken, numerous delays, a lack of any responsibility for damaged goods, and deliberate deception from the dispatchers. The direct complaint regarding TLC is that they appear to be only a front for *** and by no means should be endorsed by the BBB. Secondly the actual cost incurred was more than double the estimate provided. The driver who attended provided clarification that the estimate was grossly underweight. He stated that the booking agents do so on purpose to secure the contracts. The BBB needs to investigate and pull the standing of TLC so other consumers are not similarity deceived.

  Business Response

  Date: 25/01/2023

  Customer requested a estimate for a 3 Bed room, I could not
  reach him so I sent a estimate for a 3 bed room, 7000 lbs and just in case he
  was downsizing, I sent him a estimate for a 2 bedroom 5000lbs at the same time.
   I sent the customer a weight  calculator which he
  completed to itemize all his household items. This was completed without my
  input,  the weight and the items would
  have been what the customer determined he should have. That weight came to 6320
  lbs. We agreed to leave it at 7,000 lbs just in case it went a little over.
  
   As a sales person I get paid on Weight and only the
  weight I book, not the scale weight. I do not under book , I would loose more
  money than I make as I did on this move as the weight went double what he
  indicated on the weight calculator.
  Customer indicated he checked the BBB website to review TLC
  movers, on the BBB site it clearly indicates TLC is a moving broker.
  
  As for damages customer was sent a email on how to make a
  claim.
  
  As for payment in the email it reads “Also as a reminder,
  once your goods have been loaded and weighed and the final amount is
  determined, your dispatcher will contact you at that time to review your final
  invoice, and make arrangements for the balance

• Initial Complaint

  Date:26/12/2022

  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 selected TLC movers for my move from Ontario to Alberta basis their reviews but seems it was a terrible mistake. My Household goods and car was picked from Mississauga, Ontario on Dec 5th 2022 and was promised to be delivered at Calgary, Alberta within two weeks. Seems TLC movers outsourced this task to some AMS Transportation. Upon numerous follow-ups i learnt that everything was sitting in a yard at Cambridge even after two weeks and i was told that their trucks are under maintenance due to which my goods and car will only be dispatched on Dec 27th 2022. No one has told me so far when i am going to get my stuff delivered at Calgary. I was asked to pay ~$5150 right at the day of pick up from Mississauga which i paid in full. Here at Calgary, living under harsh weather conditions without my household and car, i am paying a premium price for the rental cars and buying stuff which i already bought but under TLC possession. I need to be compensated for all this delay caused by them and have my goods delivered with immediate priority

  Business Response

  Date: 28/12/2022

  All I can do is apologize for the delay *****.
  There are many extenuating circumstances that are beyond our control.
  Truck breakdowns being the most common. It takes a week or two just to get a appointment to put a truck in the garage, then to find out there are no parts anywhere in Canada, We are not the only company with this problem it is wide spread. We are doing everything in our power to expedite the
  delivery of your goods, and again I apologize for this delay.

  Customer Answer

  Date: 28/12/2022

   I am rejecting this response because i am continuously incurring expenses and its a lot of money for me. There's a continuous back and forth on the emails and to my surprise, TLC is still making the same logistics excuse what they said two weeks ago. TLC was super proactive when they wanted to take the money from me and not able to honor what they contractually agreed upon in terms of delivery timelines. Even after all of this, i see absolutely 0 commitment from TLC on the delivery date and how they plan to compensate for all this harassments to me as well as to my family who is also suffering because of the unavailability of their belongings and currently in the possession of TLC
  
  
  
  

• Initial Complaint

  Date:25/11/2022

  Type:Delivery 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 hired a moving company to help us move from Ontario to Nova Scotia we are originally quoted a price we were guaranteed a timeline that timeline for delivery of her goods and possessions has since passed nobody from the company is getting back to us they charged us double the quote and refused to release our items until we paid in full then said they would deliver our possessions it’s been over two weeks and we still have nothing in our house. We are getting a run around people aren’t answering numbers people aren’t answering emails

  Business Response

  Date: 25/11/2022

  
  Your goods are currently on a trailer that is bound for the
  east coast as of Wednesday night.  Our schedule is that your goods will be
  delivered to you over the course of two days, Wednesday Nov 30th and Thursday
  Dec 1st.  Apologies that we did not reach out sooner, but we do not like
  to make promises regarding delivery dates before our trailers are on route due
  to the potential for delays.  Your delivering driver is Steve, and you can
  expect to see him approximately between 8-10 on Wednesday to begin offloading
  your goods.
  
  Regarding your situation of being charged double the quote,
  this is due to your shipment going almost twice the weight that you were quoted
  on.  Your original quote was for 13000lbs, based on your self-reported
  survey of your goods, while your shipment in fact weighed in at 24780lbs. This
  does unfortunately factor into both the price of your shipment and the
  logistics process, as we were no longer able to fit your goods onto the trailer
  that we had originally planned for your shipment.  This has led to the
  significant delay in you seeing your goods.  Our driver that takes goods
  between Ontario and the East Coast makes the journey about once per week, so we
  were able to make your new trailer the next one that he took with him. 

• Initial Complaint

  Date:15/11/2022

  Type:Product 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.

  They told me ETA will be a week, but when I called dispatch ***** it will take 12 days and then Sharon Dispatch told me its more than 1 week because they haven't even shipped our items out and it is passed what the ETA should have been. ETA was November 2 as per Pat Walsh.
  
  Dispatch Sharon told the movers to go to the wrong address in Nova Scotia. Its Moncton, not Nova Scotia as per driver.
  
  They didn't come between 9-11am on delivery date as she said. They came later than that and I could not get a hold of Pat or anybody except for dispatch *****. For them coming late at 5pm. it was raining hard. They couldn't even bring our dining room table in the house. 
  
  The way they loaded our items. They broke our:
  
  -computer table
  -coffee table
  -our dining room table's legs
  -A lot of our picture frames
  -ripped our tool bags
  -the shelves for our TV stand are missing
  -Wheel for our shop vacuum is missing.
  -none of our items were handled with care
  
  Our dining room table alone cost $4,000. The way the warehouse stacked the table. They snapped the bolts off the legs and the legs was impossible to come off until my husband had to rip off the legs. Those table leg costed us $300 on top of the table itself. Everything that was broken is expensive. We need compensation for the items that were damaged.

  Business Response

  Date: 17/11/2022

  Good afternoon, ****, 
  
  I am sorry to hear that damages occurred in the
  process of your move.  I have included the information for our Claims
  process below.  To address some of your other points, your delivering
  driver was meant to call you and relay the fact that they would be delayed due
  to the foul weather on the previous day.  They unfortunately made a
  mistake and called the incorrect person.  I do apologize on Aaron's behalf
  for that error, as I'm sure that made for a miserable day of waiting. 
  They had to deliver a shipment in Nova Scotia earlier in the day that was
  blocking in your shipment before they could move up to Moncton to deliver your
  goods. That is likely what you misunderstood as them having the incorrect
  address for your delivery.
  
  Please email the claims department and advise them that you need to make a
  claim. They will email you back with our claims process.  Please do not
  send pictures or attachments in the initial email, so that the email does not
  go into the spam folder.
  
  ********************** us why here...

  Customer Answer

  Date: 17/11/2022

   I am rejecting this response because: the fact that I have to pay even more money which is $300 as per her email is unacceptable when all of our items were damaged. I wont pay the $300 and more money just to be compensated. I want money back for our furnitures that were damaged. 
  
  
  
  

• Initial Complaint

  Date:04/10/2022

  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.

  We mpved from ontario to nova scotia. Never used moving company before. decided it would be better to go with a broker. Contacted this broker got a quote and sent a deposit. Moving truck came on June 21 packed our house up and left. we started that same day our drive to nova scotia. On June 23 while we were still driving got a threating email in Bold Reg letters stating if we did not pay in full we would not get our items. We message back stating we would be make it to the bank tonight as it would be close once we get to nova scotia but we could send a wire payment first thing, if a issued we will pay now with visa for a higher amount. we thought we paid balance on the day the truck got to our new house. never heard back next day the 24 i went to the bank and wire payment. got a receipt. send the moving company AMS transporation a copy of it and also mentioned that the deposit was the wrong amount. and i would like to see a copy of all payments never got one. never heard again from anyone until friends of ours should up on july 7 used same broker and had been talking to their truck driver. We have no idea even were our truck was no one would answer our daily text and email messages. finally on july 8 our broker sent a message and we found out our stuff was still in ontariao. we were told 5 to 10 business days. no one knew were in ontario and when it would get here. no drivers called us. Than on july 14 our truck should up. items were damaged that was packed by movers. personal items were all over the floor of the truck, no hardware came back with our stuff. and boxes that were marked very breakable do not turn upside down came off the truck upside down. items damage, when we mentioned it to the driver he said you packed it not our fault. Once I looked at the rating on the truck company used, they don't have a rating with the bbb. Our broker is suppose to only use Companies that have a rating with BBB.

  Business Response

  Date: 17/10/2022

  Please note that the final
  invoice e-mail in bold lettering is not intended to be threatening, but to grab
  client’s attention so they do not miss the e-mail. Every moving company has the
  same policy of no delivery before final payment as there are less honest
  clients who will refuse to pay their final balance as they already have their
  items. To avoid this issue, all moving companies will request payment before
  delivery.
  
  As for payment time, some
  carriers will request payment as soon as the truck has reported the weigh scale
  tickets which allows the carrier to stay up to date with accounting. Some
  carriers who have the driver collect final payment will collect payment at the
  diver’s convenience. This can be an issue if the driver collects payment on
  delivery, if there is an issue with the payment method, the driver could be
  delayed from delivering other moves, and the client will need to pay the crew
  for the time spent idle waiting for payment to unload.
  
  TLC Movers will insure you
  are forwarded the proper documentation from the carrier, please let us know
  when you have received this information.
  
  We have no idea even were our truck
  was no one would answer our daily text and email messages. – Who were these e-mails addressed to? You will have to speak
  to this point on your own….
  
  
  finally on july 8 our broker sent a message and we found out
  our stuff was still in ontariao. we were told 5 to 10 business days. no one
  knew were in ontario and when it would get here. no drivers called us. Than on
  july 14 our truck should up.
  
  Please note that during peak season, delays are more likely due to the
  amount of people moving during the summer months. Please refer to our move
  timeline listed below for your convenience. All moving companies are
  experiencing issues obtaining parts for trucks during break downs due to the
  shortage for parts in Canada, and parts need to be shipped in from the USA in
  most cases, which regrettably has impacted moving timeline goals significantly.
  The moving industry is also experiencing issues moving goods to the East Coast
  at the moment as there is a high demand of clients moving to the East Coast,
  and very little clients moving from this area. This has caused most moving
  companies to charge the cost of moving the client to Nova Scotia, and the cost
  of sending the truck back empty, causing a double in price to the clients. TLC
  Movers has been able to keep this cost at standard pricing for our clients.
  
  Please submit pictures of your items/issues directly to AMS at [email protected] . Our Booking agents, initial estimates and final estimate received by client
  once deposit is paid outline liability for all
  Canadian carriers is $0.60 per pound, per item which is standard for all
  moving companies. Our booking agents always recommend that clients reach out to
  their homeowners insurance to ensure their content is protected in transit.
  This is the best method of protection for your belongings, please reach out to your
  insurance company and submit a claim including pictures of the above issues.
  Moving companies are not able to offer compensation by boxes packed by clients
  as clients have not received the proper training and regrettably, some clients
  pack poorly with the goal of damage to make a claim. Submitting claims through
  your own insurance policy is best practice as it protects the client who is
  usually the person who packs the box’s.
  
  Please also
  submit pictures of your boxes that were upside down, this documentation will
  allow us to take the appropriate action in this issue. Drivers and movers take
  pride in their moves, we can assure you that if a box was carried incorrectly,
  this would have been a one-off accident, or the box labeling was not clearly
  visible to the mover when picking the box up. Please ensure box instructions
  are on the 4 sides of the box as well as the top of the box in clear and large
  writing. We apologise on the behalf of your mover for this oversight.
  
  Please note
  that our booking agents are not bound to booking only BBB rated companies. Our
  booking agents have a strong skillset and knowledge of the moving industry, and
  book thousands of happy customers per year. Our agents are able to help the
  client choose the best moving company for them, or allow the agent to choose a
  company. The company chosen is not registered with the BBB,  but our
  team has trust in their services, as they complete hundreds of our moves a year
  with minimal customer complaint. TLC Movers is registered with the BBB, and
  uses this carrier for years, and still maintains a A+ rating on the BBB. Please
  note that this carrier also completes moves for some of the largest and best
  regarded moving companies in Canada, but the client will pay double to triple
  the cost when booking with these valines for the name of the company, when the
  same carrier is used by TLC Movers for a fraction of the price.
  
  We regret to hear that some items were damaged, unfortunately all
  moving companies have clients who report damaged items. The best way to avoid
  this is to ensure all items are secured in a rubber tote, or a sturdy box that
  is well secured with tape, and any miscellaneous items are wrapped in moving
  blankets/plastic wrap to ensure nothing comes loose while in transit.
  
  Please note that we apologise for any issues you have encountered and
  hope the above information will help you in resolving these issues. We take
  pride in customer satisfaction, and are willing to help you through the claims
  process if you need our assistance. We know that moving is one of the most
  stressful things to do, and wish to help our clients navigate this process from
  choosing a company (even if it is not us), to packing tips, and claims for
  damaged items.
  
  We appreciate you letting us know about your experience and look
  forward to helping you navigate this issue- Best regards, TLC Movers
  
  Transit Time Guide- Business Days Monday- Friday- Excluding
  Holidays
  
  Weight 0-800
  Miles 801-1500
  Miles 1501-2400
  Miles 2401-
  Greater Miles
  
  3000-5000
  Lbs 2-17
  Days 2-20
  Days 4-22
  Days 5-27
  Days
  5001-9000
  Lbs 2-10
  Days 2-14
  Days 3-17
  Days 5-20
  Days
  9001-15,000
  Lbs 2-9
  Days 2-12
  Days 3-14
  Days 5-17
  Days
  15,000
  or Greater 2-8
  Days 2-10
  Days 3-12
  Days 5-15
  Days
  
  Add
  2 days transit with Ferry crossing
  Add
  2 days for a shipment with OFF Route Origin or Destination
  Add
  4 days for a shipment with BOTH OFF Route Origin & Destination
  Day
  of Loading not includedTell us why here...

  Customer Answer

  Date: 22/10/2022

  
  
  
  From: *** ***** *******************
  ***** ********* **** ** **** **** **
  *** ***** ********* ***************************************
  ******** ***** *** ******* ************ *********** ******* ******** *S,
  
  CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  
  
  
  
  
  
  
  
  
  
  
  
  Dear *****
  
  I'm following up with you regarding your approaching move day of June 20 or 21 st
  
  Your deposit is $ 1467.40. Please note that your deposit is 100% refundable. If your move is postponed or canceled, your deposit will be refunded, no questions asked.
  
  I wanted to let you know that, if they haven't already, our Dispatch Office  will contact you by phone or email prior to your move date to discuss your pick-up schedule and to reconfirm your address. 
  
  If for some reason you need to contact dispatch the number is 
  Ont dispatch   1-888-268-6816 ext 1 - 
  Eastern dispatch is Steve 1-506 875-2359
  
  If you are having difficulty contacting them please call me at the number below or send me an email.
  Also as a reminder, once your goods have been loaded and weighed and the final amount is determined, your dispatcher will contact you at that time to review your final invoice, and make arrangements for the balance..
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
   Pat 1-844-431-2572 Ext: 1
  
  
  
  Client Information
  Name :***** *** ******
  ***** * ************
  ****** **************************************
  Invoice Date :Jun. 01, 2022
  Customer ID# :RLE4221
  
  ORIGIN
  *** ********** **
  **********
  ** *** *** ***********
  ** *** **** **
  Enfield,
   NS,
  
  Quote#: QN5854 
  Estimated Pickup:, Jun. 20, to 21 st 2022
  
  
  Estimated Weight (lbs.) - 12000 Cents Per Pound: 0.00 Distance- 1145 Miles
  
  THIS IS  ONLY A ESTIMATE
  Final charge will be based on actual scaled weight, fuel surcharge, ferry, and sales tax rates in effect at the time of the move.
  Shipments are weighed on a government inspected scale. Minimum cost requirement is 2000 Lbs.
  Feel free to come with your driver to the scale! 
  Please note that credit card convenience fees will apply. 
  
  
  Pricing Unit Quantity Rate Amount
  Estimated Move Charges LBS 12000 $0.49 $5,880.00
  .
  Additional Charges
  Admin Fee Each 1 $100.00 $100.00
  Fuel Surcharge Percentage 33% $5,880.00 $1,940.40
  internal admin Each 1 $100.00 $100.00
  
  
  
  
  
  
  Estimated Price: $8020.40
  Tax: $1,203.06
  Total Estimated Price: $9,223.46
  
  Deposit: $1,276.00
  Tax $191.40
  Credit Card Fee: $0.00
  Total Deposit: $1,467.40
  
  Remaining Estimated Balance: $7,756.06
  
  
  
  
  
  
  
  Move Notes:
  Please REPLY to let me know you have received this e-mail.
  
  Your Moving Estimate
  Prices are valid for 90 days from the date of this proposal & all moves to and from the US are in US Dollars. Previous to pick-up, the truck is weighed; your shipment is loaded then re-weighed again. The difference between the two weights is your actual weight. Actual weight charges are then applied, you will be charged for your actual weight (cents per pound), subject to a minimum of 2,000lbs.
  
  Valuation
  Valuation is what covers your household goods during your move. We recommend you contact your homeowners insurance company to see if you already have transit insurance. Please speak to your booking agent about additional coverage available.
  
    Company Terms & Conditions
  
  Payment: A 100% refundable deposit is required to hold space on a moving truck. After your shipment has been weighed, dispatch will call to make arrangements for the final payment. Acceptable payment methods are Master Card, Visa, E-transfer or Bank Draft. Please note that credit card convenience fees will apply. 
  
  Cancellations and Rescheduling: The company requires a reservation deposit for long-distance moves. We do not charge any fees or penalties if you need to cancel or reschedule your move.  Should you need to cancel your deposit is fully refundable. We request as a return courtesy that you provide as much advance notice as possible when there are any potential date changes or cancellations. We will do everything in our power to accommodate your alternate date, however this is subject to truck availability. If your alternate date is not available, we will schedule you on the next truck that is available. 
  
  Services Included:
  Complete loading and unloading (Door to Door)
  Professional wrapping, padding, and tagging of all furniture
  Disassembly and Reassembly of household furnishings (excluding cribs or IKEA)
  A descriptive list of all household goods loaded, noting number of items, and condition of items
  Liability  for all Canadian carriers is $0.60 per pound, per item                 
  Services Provided Upon Request:
  Full & Partial packing service (the movers will supply all materials)
  Warehouse storage
  Redelivery from storage
  Extra valuation 
  Extra pick-ups at a flat fee
  Shuttle service 
  Long carry service
  Projected delivery dates:
  700 - 1500 miles 4-12 Business Days 
  1501 - 3000 miles 5-15 Business Days 
  3001- 4000 miles 7-21 Business Days
  
  
  *** *****
  Moving Agent
  Toll Free:  1-844-431-2572 Ex 1
  E-mail: ***@tlcmovers.net
  Web-site: www.tlcmovers.net 
  
  TLC Movers is a Better Business Bureau Accredited Company with an A+ Rating
     Click here to check us out one the BBB

   

   

  As per their orginal quote the days are listed above and they went over these days.  we did not receive one message from any driver until the found out stuff in NB.  As when friends used the same broker as us and moved 2 weeks after us and got a call 3 times a day from their driver and received there items over a week before us.  It also states that this broker company has to use only transportation companies that have a rating with the BBB and they company they used has no rating and the poor reviews, we would never have allowed our stuff to be put on this truck.  We were told that there was a high deductible in regards to damage and i did send a message the broker and the company the next day and zero reply.  i did not keep broken glass and items around my house for months.  

  
  

  Business Response

  Date: 27/10/2022

  As per their orginal quote the days are listed
  above and they went over these days.  we did not receive one message from
  any driver until the found out stuff in NB.  As when friends used the same
  broker as us and moved 2 weeks after us and got a call 3 times a day from their
  driver and received there items over a week before us. 
  
  “Projected delivery dates:
  700 - 1500 miles 4-12 Business Days 
  1501 - 3000 miles 5-15 Business Days 
  3001- 4000 miles 7-21 Business Days”
  
  Please note our contract clearly states that
  these are “Projected delivery dates”, due to the nature of long haul moving, it
  is simply not possible to guarantee moving dates. Because of Covid 19 this
  year’s peak season has been the most difficult moving season in history, which is
  a direct reflection of the restate market and housing crisis in Canada. There
  are simply to many people moving and not enough workers and trucks to support
  the increase in moves caused by this influx. Moving trucks from every company
  have been experiencing issues with the crew catching covid 19.When most people wer
  locked down from covid our crew went to homes whjere the were more likely to
  cach covid 19  as a result there were labour
  shortages, which means the drivers must do more heavy lifting than ever. If we
  over work our drivers when they do not have enough support for loading and
  unloading, we will not have drivers to deliver at all. Please note that unloading
  and loading homes is one of the most physically demanding jobs out there, and
  we appreciate those who do this for the moving companies. We apologise that the
  delivery was not within the projected delivery window but overworking the
  movers in peak season when they are already working a taxing job is simply not
  an option, which means at times deliveries can run late. All moving companies
  are scrambling for extra labour workers during peak season, and would higher
  more on, if there were any available. As stated before, parts for trucks are
  also hard to get at the moment and need to be shipped from the USA in most
  cases which delays the moving process.
  
  For the above reasons, this is why we cannot
  compare one trucks delivery times with another’s. Although it is unfair that
  your friend was picked up after, and delivered before you, they were simply on
  another truck, with a different labor team, different route, and possibly no
  truck part issues. In a perfect world where everything goes to plan, yes you
  should have been delivered first. That being said, we understand your
  frustration in the experience, and we wish things could have gone to plan (as
  most of our moves do), your move simply got delayed for the above reasons. We
  do not  excuse the fact that the shipment
  was behind schedule, just simply want you to understand the complexity of long
  haul moving and the current crisis all moving companies are currently facing.
  
  It also states that this broker company has to use
  only transportation companies that have a rating with the BBB and they company
  they used has no rating and the poor reviews, we would never have allowed our
  stuff to be put on this truck. 
  
  The carrier you
  were booked with completes hundreds of our moves a year and we hear minimal
  negative feedback. This company also delivers moves for some of the other top
  rated moving companies in Canada. Unfortunately, due to the nature of moving,
  things do get damaged from time to time no matter which company ships things
  (same as when stores get deliveries from transport trucks, damage happens). We
  do apologize for any of the damage that occurred. As for ratings, most moving
  companies have bad reviews/stars no matter how amazing they are, as people only
  want to leave a review when they are upset. Unfortunately, it is very rare for
  people go out of their way to tell the world how happy they are with your services ( and some companies have fake posts to cover this, which we do not believe
  in). 
  
  
  We were told that there was a high deductible in
  regards to damage and I did send a message the broker and the company the next
  day and zero reply.  I did not keep broken glass and items around my house
  for months.  

  We did not pack the boxes the customer did, we are only reasonable for boxes we pack, all moving companies have the same policy.
  
  Whether you are making a
  claim on your home, or car, or moving valuation, there is always a deductible
  associated with this service. Therefore, we encourage clients to contact their
  homeowner’s insurance for insurance coverage as this policy will offer the best
  coverage, and you are familiar with the company that you have personally chosen
  for protection of your beloved items. Once again, we do recommend you reach out
  to your personal homeowners insurance company and submit a claim for any
  damaged items and the pictures of issues as supporting documents, which is
  standard insurance policy claim procedure. Tell us why here...