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.