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:14/07/2025

  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.

  I booked moving service with Enterprise moving with date of pick up on 12th April with expected delivery date by 23 April. I have made arrangement according to this date by paying rent and everything in advance to the new place. They kept giving me dates everyday with 5 times date change from 23 april to 28 April than 1st may, 10 may, 15 may and we got it on 30th may. After receiving it again movers asks for another amount to put stuff in my house.
  
  We received items that were damaged because of their mishandling and that costs up 1500$, one bike was missing worth 300$ and after complaining they were giving so much excuses and no refund for any damage items.
  
  I want to claim at least my damaged items and missed items thats of 1800$ and because if their false time line i paid 2000$ in rent for nothing plus stayed in *** *** and have to eat outside everyday . I dont want to go in that detail but ateast 3500$ should be refunded back to me.

  Business Response

  Date: 29/07/2025

  Hello,

  
  Thank you for taking the time to share your concerns regarding your recent move with us. We genuinely regret the inconvenience and frustration caused by the delays, additional charges, and the condition in which some of your items were received.
  After thoroughly reviewing your file and the details surrounding your move, we must respectfully inform you that we are unable to offer any compensation or reimbursement in this case. While we understand your disappointment, the terms of service and liability limitations were clearly outlined in the agreement you acknowledged prior to your move.
  We do appreciate your feedback, and we are sorry that your experience did not meet your expectations. Although we cannot fulfill your request for a refund, your comments have been noted and will be used as part of our internal review process to continue improving our services.
  Thank you for your understanding.

  
  Best regards.

  Customer Answer

  Date: 29/07/2025

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

  They can show where is listed of amount of damage is not liable as It was almost loss of 2000$

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

  Business Response

  Date: 30/07/2025

  Hello Mr. ****,

  
  Thank you for your response.
  As previously explained, our claim insurance is based on the weight of the items, not their declared or estimated value—this is consistent with how we charge for the move itself. Our liability is limited in accordance with the terms of our insurance policy, which provides coverage at a rate of $0.60 per pound, with a deductible of $350.00.
  These terms and conditions are outlined in your signed moving contract, specifically on the pink/yellow slip provided to you.
  We sincerely apologize for any inconvenience or disappointment caused by the outcome of your claim. We understand how important this matter is to you and regret that we are unable to provide a payout beyond what is stipulated in the contract.
  Thank you for your understanding.
  
  
  Best regards.

  Customer Answer

  Date: 30/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because i need my damaged items to be paid by compamy bcs m not responsible for damage done by them
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 04/08/2025

  Hello,

  
  Thank you for your message.
  As previously explained, our claim insurance is based on the weight of the items, which aligns with how we calculate our invoicing. Our liability is limited to the insurance policy terms outlined in your moving contract. Specifically, our standard coverage provides compensation at a rate of $0.60 per pound, with a deductible of $350.00.

  These terms and conditions are detailed on the copy of your moving contract (the pink/yellow slip) provided at the time of booking.
  We sincerely apologize for any inconvenience caused by the outcome of your claim. We understand how important this matter is to you, and we truly regret that we are unable to provide compensation beyond what is stipulated in the insurance policy.
  

  Best regards. 

• Initial Complaint

  Date:20/06/2025

  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 booked Enterprise Moving to move our things from Vancouver, BC to Sydney, NS. Our first email was sent to them on March 28 2025 and in this email we specified that our items must be delivered to Sydney by June 12 at the latest. We also provided an approximate weight of 4682 lbs for all our items, ******** **** ** ******** *********** **** **** ** **** ***. We received a response that same day that said delivery time frame was 2-3 weeks and it would "definitely arrive by that point." In a subsequent email we were also guaranteed a 5 percent discount because of how early we booked the service. In order to monitor our items, we inserted an ***Tag into one of the moving boxes.
  
  Since our items had not moved by May 14, we reached out to Enterprise to confirm the move was still on track. They said our shipment would arrive in Toronto in "a few days." This did not happen, and on May 29 we received a response that informed us it had not left due to "less volume of the shipments." We were not informed upon first contact with the company that this would pose any issue. We were informed that "[Enterprise] can only be able to deliver your items after 20th June." This is after they agreed to a delivery date of June 12.
  
  After independently reaching out to the movers Enterprise subcontracted, we were able to have the items delivered to Toronto. On June 20 we were given an invoice that our items weigh 7980 pounds. This is impossible given that we weighed each item individually and even overestimated on our original estimate to the movers. Given their ********** practices and broken promises up to this point we believe this invoice is inaccurate. We have had to pay additional unexpected fees to rebook a ferry to retrieve our items in Nova Scotia. Enterprise Moving must commit to re-weighing the items at no additional charge to us with an independent third party present, and commit to shipping our items as soon as possible. They should also reimburse us for our rebooked ferry.

  Business Response

  Date: 26/06/2025

  Hello,

  
  Thank you for your message.
  Please note that we have already received a letter from your legal representative regarding this matter. At this point, all further communication will be handled through our legal counsel.
  We will resolve this issue through the appropriate legal channels.
  Thank you, and have a great day.

  
  Best regards.

• Initial Complaint

  Date:28/04/2025

  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.

  I hired Enterprise Moving to handle my relocation. During the move, several of my belongings (including a suitcase, kitchen cart, and cupboard) were damaged due to mishandling.
  
  Following their claims procedure, I submitted approximate weights as requested. Later, I updated them with more accurate weight information after reassessment. Despite my cooperation, I was told that their insurance liability is only $0.60 per pound, subject to a $350 deductible, leaving me with no compensation even though significant damage occurred.
  
  At the time of booking, I was not clearly informed about these extremely limited liability terms or offered options for full-value protection. The terms were only presented to me on the move day, making it impossible to make an informed decision beforehand.
  
  Enterprise Moving has refused to offer any goodwill settlement, did not adequately disclose key information before the service, and stopped responding to my emails after I escalated the issue.
  
  Desired Resolution: I am seeking reasonable goodwill compensation for the damaged items or at a minimum, acknowledgment of mishandling and a customer-focused resolution. I would appreciate their reconsideration of the situation beyond a strict technical reading of their contract.

  Business Response

  Date: 29/04/2025

  Hello,

  
  Thank you for your message. We’re truly sorry to hear that your experience did not meet expectations and that some of your belongings were damaged during your move. We understand how frustrating this must be and appreciate your cooperation throughout the claims process.
  As explained during the claims review, our liability coverage is limited to $0.60 per pound, subject to a $350 deductible, unless full-value protection is selected in advance. These terms are standard within the industry and were outlined in the documentation provided during your pickup.
  After careful assessment, our claims department has finalized your file, and based on the coverage in place, there is no payout applicable. While we understand your request for a goodwill settlement, we must respectfully decline, as we are obligated to follow the agreed terms.
  We appreciate your feedback and will continue working to improve our communication. Thank you again for your understanding.
  

  Best regards. 

  Customer Answer

  Date: 07/05/2025

  I am rejecting this response because: I am rejecting the business response because I do not believe they handled my damage claim fairly or transparently. While I understand that their policy follows the minimum federally mandated liability ($0.60 per pound with a $350 deductible), this was never properly communicated to me at the time of booking.
  The full terms were only shared at pickup, after I had already committed to the service, which prevented me from making an informed decision or selecting full-value protection. I acted in good faith by following all instructions and submitting accurate information. No attempt was made to offer a goodwill resolution, even though the damage occurred during their service. I believe this company prioritizes technical coverage limits over customer satisfaction, and I cannot consider the matter resolved based on their current stance.
  
  
  
  Sincerely,
  
  
  
  ****** ***** ****** ***********

  Business Response

  Date: 08/05/2025

  Hello Mr. ***********,

  Thank you for your follow-up.
  We understand your concerns regarding the damage claim and your dissatisfaction with the outcome. However, we must clarify the facts of the situation.
  At the time of pickup, you were presented with and signed a Bill of Lading that clearly outlined the liability coverage, including the federally mandated $0.60 per pound valuation and the applicable deductible. This document forms the binding agreement between you and our company. At no point prior to delivery did you dispute these terms or request full-value protection coverage.
  By proceeding with the move and signing the contract without objection, you acknowledged and accepted the terms as stated. While we recognize your disappointment, the coverage limits are consistent with industry standards and our legal obligations.
  We have handled your claim in accordance with those agreed-upon terms. As such, we must reiterate that no further compensation will be offered, and we consider this matter closed.

  
  Best regards. 

• Initial Complaint

  Date:21/03/2025

  Type:Service or Repair 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.

  It goes without saying that I'm extremely disappointed with the overall lack of customer service, the unexpected delays and additional charges that were never mentioned by the customer service rep ********. She initially said my shipment would be delivered in 2 weeks, when it actually took 2 months and every week I would have to ask for an update, because she never provided any…
  They also charged me $200 extra because my apartment was across the hall of an elevator and not directly next to it.
  
  Once my shipment finally arrived, just by looking at the state of the boxes I knew some of my items would be damaged. Some of the boxes were completely ripped out even though they were good quality boxes from ******. First box I opened, everything was broken even though I carefully wrapped every single item in bubble wrap and other moving supplies.
  
  As requested by the company, I filed the claim for damaged items and provided them with pictures of the items and furnitures that were broken, just so they can tell me that I’m not eligible for a payout.
  
  They copied and paste a bunch of terms and conditions that I have never seen before because I never signed ANY contract stating anything. I wasn’t aware that they don’t offer compensation if the total of the weight of the damage items is not above 350lbs. That doesn’t make any sense and I wasted time filling that claim.
  
  Lastly, I am missing a very expensive frame. I called the delivery guys as soon as I noticed and he told me it was probably in someone’s house as the truck is empty. It’s crazy to think that one of my most important possession is in someone else’s house or lost at a warehouse and nobody cares to give you a call.
  
  When you pay close to $2700 for a move and spend over $400 in moving supplies, you expect your items to arrive intact and in full.
  
  I would never recommend anyone doing business with this company as it’s been a very tedious, stressful and expensive process.

  Business Response

  Date: 24/03/2025

  Hello,

  
  We sincerely apologize for any frustration and inconvenience you have experienced throughout this process. We understand how important your belongings are to you, and we regret that your experience did not meet your expectations.
  Regarding your claim, our insurance coverage is based on the weight of the shipment, as outlined in our terms and conditions. Since we charge for transportation based on weight rather than value, our claim insurance follows the same structure. The standard liability coverage is $0.60 per pound with a deductible of $350.00. These details are specified in the moving contract provided to you (pink/yellow slip).
  We understand how disappointing this outcome may be, but unfortunately, our claims department has reviewed your submission and determined that it does not meet the eligibility requirements for a payout under our policy.
  Regarding your missing item, we have thoroughly investigated this matter multiple times, checking with our team and warehouse, but we have been unable to locate it. We understand how frustrating this is, and we sincerely regret that we were not able to recover it.
  We truly regret any stress this situation has caused. While we are bound by our policy, we appreciate your feedback and will use it to improve our processes and communication in the future. Please let us know if we can assist you in any other way.

  
  Best regards. 
  

  Customer Answer

  Date: 24/03/2025

  I am rejecting this response because:

  I am expecting a compensation for the missing frame at least, as it is the one thing I couldn’t lose and it has a very important sentimental value. I am expecting at least $300 for it, as you are responsible for the loss.

  How can you lose something when everything has been numbered and identified? I am expecting a compensation for the frame and after everything that happened that’s the least your company could do.

   

  Business Response

  Date: 26/03/2025

  Hello,

  
  We understand your frustration regarding the missing frame and its sentimental value. However, as per our claims policy, compensation is only provided based on the terms outlined in your agreement. After reviewing your claim, we regret to inform you that you are not eligible for a payout for this item.
  While we strive to handle every move with the utmost care, we must adhere to our policies when addressing claims. If you have any further questions, please refer to the claims section of your agreement or let us know how else we can assist you.

  
  Best regards.

• Initial Complaint

  Date:20/02/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 am writing to formally request a refund of the $200 deposit we paid for our scheduled move from Halifax to Edmonton on March 20, 2025. When we initially booked the service, ******** assisted us and requested the deposit. However, due to the recent passing of my grandmother, we are unable to move as planned and will be relocating later this summer instead.
  
  Upon reviewing our paperwork, there is no mention that the $200 deposit is non-refundable. Given this, we kindly ask for the deposit to be returned since we are canceling well over a month in advance. We believe this is a reasonable request, as no services have been rendered yet.

  Business Response

  Date: 04/03/2025

  Hello,

  
  Thank you for reaching out regarding your deposit refund request. We understand that unexpected circumstances can arise, and we sincerely appreciate you notifying us in advance.
  We have processed the full refund of your $200 deposit today, March 3, 2025 by e-transfer.
  If you have any further questions or need assistance when rescheduling your move later this summer, please don’t hesitate to reach out. We would be happy to assist you.
  Wishing you and your family all the best during this time.

  
  Best regards.

  Customer Answer

  Date: 04/03/2025

  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:05/02/2025

  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.

  Worst experience ever. We have moved from Brampton to Edmonton. We contacted enterprise moving company to move our stuff and they picked up our stuff on January 2, 2025 and promised us that it will be delivered till Jan 11 or maximum Jan 15 but it's been a month now, our stuff has not delivered yet. Even they are not picking up our calls and responding our emails. If they picked our call once in a blue moon then they answered so ******. I have ** ****** *** daughter and her most all stuff like stroller, playing stuff in the trailer. *** ** **** ********* ******* ** ***** Our most of the winter stuff also in the trailer and we can't explain how we are surviving in this winter without our stuff just because we trust them. We have to buy a lot of stuff again which we had already. It's just a extra expense for us. We paid full amount fee already $850. After 100 calls they picked once 2 days ago and said it will be delivered till February 8 and when I asked for tracking number then they hung up the call. So let's see and hope. Otherwise I have to contact police.

  Business Response

  Date: 12/02/2025

  Hello *******,

  
  We sincerely apologize for the delay and the inconvenience this has caused you and your family. We understand how stressful this experience must have been, especially with a young child and the winter conditions.
  In consolidated moving companies, occasional delays can happen due to various logistical factors, but we truly regret that this took longer than expected. We want to assure you that your shipment was delivered on February 11th, 2025 and we hope everything has arrived in good condition.
  Wishing you all the best in your new home.

  
  Best regards.

• Initial Complaint

  Date:02/12/2024

  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.

  I was moving from London ON to Lethbridge, AB. I had enterprise miving doing the moving for me. They took all my stuffs from my house in london in october 4, 2024. I asked them to deliver the stuff in a month between October 27-Nov 1. They agreed. I called them on october 20 and at that time they confirmed the delivery for October 27. They never delivered my items and when i called back they informed me they will deliver it beyween November 8-10. Couple days later they send me another mail saying, the items will be delivered between Nov 12-14. I have beend trying go be very patient. When i followed up on the date closer to delivery, They informed me, they are having a container shortage and the items can be delivered only between Nov 24-26. Again when the delivery date came closer , i called them and gain they chaged the date to Nov 27, on the 27 th they said Nov 28. On the 28, they told me it will be 100% on Nov 29. Followed upon Nov 29, again changed saye to Dec 1. At this point i feel like my items are lost or they not going to deliver it. We have been livjng with minimum dresses and stuff for 2 months already. Their driver or the peraon dealing wigh my delivery is not even taking my call. Every single time, some random person answers my call and give me a different date. I need to find a solution to this issue. If my items are gone and delivery is not going to happen by dec 1. I want all my money back and reparations for the lost items.
  
  Also i have been trying to get their address and they are very reluctant go provide jnformation as well.

  Business Response

  Date: 03/12/2024

  Hello,

  
  Thank you for reaching out and sharing your experience. First and foremost, we sincerely apologize for the delays and the inconvenience you and your family have endured during this process. We understand how stressful this situation has been, and we regret falling short of the expectations we set.
  As a consolidated moving company, we occasionally face unexpected logistical challenges, such as container shortages and routing delays, which unfortunately impacted the timeline for your delivery. We want to assure you that your shipment was never lost, and we are relieved to confirm that your items were delivered on December 2nd.
  We deeply regret the inconvenience caused by the repeated changes to your delivery dates and our lack of consistent communication. This experience does not reflect the standards we strive to uphold.
  Thank you for your patience and understanding throughout this process.
  

  Best Regards. 

• Initial Complaint

  Date:30/09/2024

  Type:Service or Repair 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.

  On July 31st, Enterprise Moving picked my furniture up from Montreal to deliver them in Vancouver. Unfortunately, not only did they fail to deliver some items (such as legs of my table, the back of my recliner couches, …), but several of the pieces that did arrive were damaged.
  In my efforts to address this issue, I have tried to contact Enterprise Moving multiple times. However, they have been unresponsive, leaving me without any resolution or support.
  The only response I received from them was that they would cover ¢60 per pound for the damages caused in delivery, but they have not addressed my missing cargo

  Business Response

  Date: 30/09/2024

  Dear Valued Customer,
  

  
  We sincerely apologize for any inconvenience this situation has caused you. After a thorough investigation by our claims department, we regret to inform you that we were unable to locate your missing items despite our best efforts.

  
  
  We have finalized your claim in accordance with our insurance policy. Unfortunately, based on the terms of our coverage, you are not eligible for a payout at this time. Our claim insurance, like our invoicing, is based on weight rather than value.

  As per our policy, our liability is limited to $0.60 per pound, with a deductible of $350.00.
  

  
  For your reference, these terms and conditions are outlined in your moving contract, which you received as a pink or yellow slip at the time of service.
  
  We understand this may not be the outcome you were hoping for, and we truly appreciate your understanding in this matter. If you have any questions or require further clarification, please don't hesitate to contact our customer service team.
  
  Once again, we sincerely apologize for any distress or inconvenience this situation may have caused.
  

  
  Best regards

  Customer Answer

  Date: 02/10/2024

  I am rejecting this response because:

  
  They say based on the approximate weight of my damaged items they will pay $0.60 per pound. This will be applied on my damaged items not to my missing items. I explained before I had some undelivered item such as the back of my recliner leather couches or the legs of my table that made them practically unusable.

  I paid around $2400 to deliver my valuable furniture across the country. If they were not valuable, I would have never paid this amount for delivery. I now have lost both my money and my furniture and also I have spent two months full of stress that affected my health as well.  The value of my missing item was not $350, we lost almost everything. It has been around 2 months that we haven’t even got a couch to sit on. my son doesn’t have his desk, he is sitting on the floor and has put the monitor on the nightstand, I cannot afford to replace my furniture with this amount. A simple apology is not enough. I can accept their apologies for my damage item but not for my missing furniture, it is only fair they pay for my missing items.
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 09/10/2024

  Dear ****** ******,

  
  Thank you for reaching out and sharing your concerns regarding your claim. We truly understand how frustrating this situation has been for you, and we sincerely apologize for the inconvenience and stress this has caused.
  Our claims process, including compensation, is based on the weight of the items, which is in line with how we invoice our services. Our liability, as outlined in the insurance policy, is limited to $0.60 per pound with a deductible of $350.00. This applies to both damaged and missing items, and these terms can be found in the moving contract you received (pink/yellow slip).
  We completely understand the importance of your belongings and recognize the emotional and financial impact this has had on you and your family. However, we are bound by the terms and conditions of our insurance policy, and unfortunately, we are unable to offer a payout beyond what is outlined in the policy.
  Once again, we are deeply sorry for the difficulties you’ve experienced, and we regret that we cannot provide a resolution outside the terms of our agreement.
  Thank you for your understanding.

  Best Regards. 

• Initial Complaint

  Date:24/09/2024

  Type:Order 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.

  * Date of the transaction: Aug 26th 2024.
  * Amount of the money I paid to this business: $2467
  * Enterprise moving's promise: The shipping from Vancouver to Thunder Bay will be delivered in 10 days. I received written and verbal x2 promise from the salesperson and the movers.
  
  * Disruption of the nature: My moving package is in Toronto now, and the company is waiting to fill up the full truck to lower down the cost. It is not my concern. They have to keep their promise. I am not expecting to get it in 10 days. I expected to get it in 3 weeks. I gave them enough time.
  
  * Business' effort to resolve an issue: No, there was no clear explanation. No apologies.
  The issues involving advertisement: yes, it is a falsifying advertisement. They are repeatedly doing this as I am reading other people's complaint. The sales person clearly informed me that moving stuff would be delivered in 10 days. I do have 31 days time total and did not expect the moving takes this much longer. Now, it's been for 28 days and I have to leave to my work to a rural area. I do have my all medical equipment that I could only buy it from the States and some gifts for ********** people who live in the north.

  Business Response

  Date: 30/09/2024

  Hello,
  
  Thank you for reaching out to us. We sincerely apologize for the delay you are experiencing with your move. We understand how important this process is for you, and we truly regret any inconvenience this may have caused.
  
  As a consolidated moving company, there are times when unforeseen circumstances can lead to delays that are beyond our control. Please rest assured that we are doing everything possible to expedite your service and keep you updated on your shipment's status.
  
  We appreciate your understanding and patience during this time. If you have any further questions or need assistance, please do not hesitate to reach out.
  
  Best regards,
  

  Customer Answer

  Date: 01/10/2024

  I am rejecting this response because: You have not tried resolve the issue. You did not pick up my phone, and you did not even say sorry for your fault. Your employee Steven said to me I was mentally retarded and psychopath when I asked him for a registered business name on the phone. I am in the processing for a suing this company, and I wanted to sue the owner but the employee. Well, in this situation, I have to sue the sales person ******** who **** to me and scammed my money. You picked up my package on Aug 26and I have not received any package yet haha. This is ridiculous. 

  Also, what kind of business is treating customers like this way? Well, I gave you the money and you treated me like this way? Your business is not done until I receive my package with good conditions. 

  Besides that there is no financial compensation offered although I had to buy all working clothings, house hold item and other stuff while waiting for your delivery.
  

  I would have never used your service if you mentioned that deliver could take longer than 45days. I do not believe in what you said of. You are ******** the people’s money and hurting the public. *** **** ** **** **** your business and I hope you report all your cash income to CRA. 
  

  Stop false promoting your business. ***** ** ** ****** ** **** ******** *** **** ** ******
  
  
  
  Sincerely,
  
  
  ******* ****

  Business Response

  Date: 09/10/2024

  Hello,

  We sincerely apologize for the delay and inconvenience caused by the delivery of your shipment. We understand the frustration this has caused, especially given the important nature of the items you were expecting, including your medical equipment and gifts.
  After carefully reviewing your case, we acknowledge that we did not meet the estimated delivery timeline. While the delay was in part due to logistical challenges, we recognize that this is not your concern, and we regret that our communication during this period was unclear.
  We are pleased to inform you that your shipment has been delivered on October 7th, 2024. Once again, we deeply regret any disruption this has caused in your plans, and we appreciate your patience throughout this process. If there is anything else we can assist you with, please feel free to reach out.
  Thank you for your understanding.

  Best Regards. 

  Customer Answer

  Date: 12/10/2024

  I am rejecting this response because:

  *** **** *** **** ********
  Youguys arrived and starting moving items into the basement with a dolly and started damaging the stairs, my wife mentioned to the worker and the worker started yelling and calling wife a **** and fighting saying” I’ve been doing this for 20 years” wife asked if they can use some other way of bringing belongings inside without damaging the house and workers got mad and started unloading things to the garage.
  
  Worker was smirking and laughing at my wife and made comments **** **** *** **** **** ******* ****** *** ** ****** ***** **** ** **** ****** ** * *********** **** **** ******* ******** *** ****** **** **** ****** ******** *** *** **** **** ** ****

  **** ** * ****** *********** Worker continued to bang and move items with no care. My wife asked worker for his name and information and he would not provide it said “I will remain question mark to you” and laughed. When the end of the moving occurred the worker demanded wife to sign a sheet and wife asked for a minute to re read over the agreement and asked workers to leave due to the behaviour that occurred earlier and wife stated she would bring the sheet outside when she was done. Worker banged on door a minute later and walked himself inside the house and when my wife asked him to leave she wasn’t done yet he yelled sign my sheet and give it back, my wife walked to door and said please leave and he put his foot in between the door so wife wasn’t able to shut the door and he pushed the door back at wife with his strength.
  Finally the worker left after my wife ********** to call the police. She *** ****** *** locked doors and did not intend to go outside anymore and the worker banged on the front and back door several times before leaving 15/20 minutes later. She called enterprise toll free hotline number and customer service agent ******** said she didn’t see a problem with the events, the manager ***** didn’t care either and started ******* at my wife saying to sign and return the sheets and that we are no longer customers and he doesn’t care. She tried to explain what occurred and also that there was some mis calculations on the papers and manager couldn’t care less. Steven refused to give his last name and information and wouldn’t provide any other details and was beyond disrespectful. She left feeling distraught, ******** *** *** ****** *** *** ******* She made a police report. 
  

  *** * **** ** **** ****** ******* * ***** *** ****** *** ***** ******** **** ******** *** ********** ******* ****

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

  Business Response

  Date: 22/10/2024

  Hello,
  
  We take all customer feedback seriously, and we are genuinely sorry to hear that your wife felt uncomfortable during the moving process. We understand that this must have been distressing, and we apologize for any inconvenience caused.
  
  However, we also want to make it clear that we do not condone insults or false accusations against our team. We believe it is important to communicate respectfully and in a constructive manner. While we acknowledge that misunderstandings can occur, your choice of language and accusations make it difficult to address the situation further. 
  
  We have delivered your shipment as contracted, and at this point, we consider this matter resolved. Should you have any further questions, please feel free to contact us, but we will not be engaging in any further discussions regarding this incident.
  
  Once again, we apologize for any inconvenience, and we wish you all the best moving forward.
  
  Thank you.

• Initial Complaint

  Date:31/07/2024

  Type:Service or Repair 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 hired the company to move my belongings from Ottawa to Orlando. They picked up my things on June 29th and delivered them on July 7th. They charged $0.90 per pound, amounting to $6808 in total for the service.
  
  When things arrived, we noticed some items were lost (or possibly stolen) during the transportation. The missing items amount to around $1500. They are claiming I have no proof that the items ever existed. I found many of such complains for this same issue online. It's possibly a cause of deliberate fraud.
  
  In addition to that, they claimed there were 7020lbs on the truck, but failed to provide me evidence proving that this was the actual weight. For all effects, they could enter any amount there, which would directly affect the final charge for the service. I could not tell wether it's accurate or not.

  Business Response

  Date: 01/08/2024

  Hello,
  
  I hope this message finds you well. I am writing to address your recent concerns regarding the weight charges on your shipment. Please accept our sincere apologies for any confusion or inconvenience this may have caused.

  
  We take great care to ensure that all shipments are accurately weighed and billed. To maintain transparency and accuracy, we use government-approved scale stations for all our shipments. This process helps us avoid any discrepancies and ensures that you are charged based on the actual weight of your shipment.
  
  We understand that you might have concerns about the weight measurements. If you had requested the scale tickets at the time, we would have been more than happy to provide them to you. Please rest assured that the numbers reflected on your invoice are not arbitrary; they are based on precise measurements taken at our scale stations.
  
  Additionally, I would like to mention that we did attempt to contact you after preparing the invoice to discuss any potential issues, including the weight of your shipment. At that time, no concerns were raised. However, we value your feedback and are always here to assist you with any questions or issues you might have.
  
  If there are any damages to your shipment, please do not hesitate to reach out to our claims department. We are committed to resolving such matters promptly and to your satisfaction.
  
  Once again, we apologize for any inconvenience and appreciate your understanding. If you have any further questions or require additional information, please feel free to contact us directly.
  
  

  Customer Answer

  Date: 19/09/2024

  They did not answer the main issue. They are avoiding the central topic. My problem is not related to weight charges, it’s about the articles they supposedly lost during the transportation.
  
  As described in the original request, they lost about $1500 in electronics. One box was opened and the items removed.
  
  They took the items from my home in the origin, and did not deliver them to the destination, which is the very essence of their services.
  
  ** *** ****** ******* *** **** *** **** **** **** **** *** **** ***** ** **** ***** ******* *** *** *** ****** *** ******** *** *** *****
  
  I contacted their claims department many times, but they keep making excuses and mentioning internal rules that don’t make any sense.
  
  I just want my belongings, which they told me that were lost during transportation. If they can’t deliver the items, they need to send me some money compensation. The items were lost while in their possession. They are responsible for the belongings they are paid to transport.
  
  Every time I contact them, they will just ignore or answer with nonsense comments, like mentioning a contract that was never sent to me, citing clauses that eliminate their obligation to deliver the items that they were specifically hired to move.
  
  Please help me arrange a refund of $1500, which is the approximate value of the things they lost.
  

  
  

  Business Response

  Date: 30/09/2024

  Dear ******,
  
  We regret to inform you that despite our best efforts, we have been unable to locate the missing box containing your valuable and important items. We understand the inconvenience and distress this situation may have caused you, and we sincerely apologize.
  
  As a consolidated moving company, we strive to maintain the highest standards of care and security for all items entrusted to us. However, we must acknowledge that there is always a small inherent risk of loss during transportation, which is why we strongly advise our clients to transport their most valuable possessions personally.
  
  After a thorough investigation and in accordance with our claim policy, we have determined that your case does not meet the criteria for compensation. We understand this may be disappointing, and we deeply regret any inconvenience this has caused you.
  
  For future reference, we recommend that clients transport irreplaceable or highly valuable items themselves to minimize the risk of loss or damage. We appreciate your understanding in this matter and value your business.
  
  If you have any further questions or concerns, please do not hesitate to contact our customer service department.
  
  Best Regards