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:31/07/2024

  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.

  I hired Enterprise Moving and was promised a 5% discount for early booking, which was not applied to my final invoice of $9,977.00 on July 1, 2024. The initial estimate given on April 29, 2024, was $6,430.00, based on weight, but no proof of the actual weight was provided. They charged me after picking up my move, putting pressure to pay without verifying the weight. Despite attempts to resolve this, the company refuses to apply the discount or address the overcharge.
  
  I seek a refund of the 5% discount and the difference between the paid amount and the estimate.

  Business Response

  Date: 01/08/2024

  I understand your frustration regarding the billing discrepancies and the promised 5% early booking discount. However, I must respectfully disagree with some of the points you've raised.
  
  First, regarding the early booking discount, our records show that we have discussed this matter with you multiple times. Unfortunately, we cannot issue the discount after the delivery has been completed and significant time has passed after the invoice is issued. Your contract does not indicate any such discount, and there is no record of a promise for this discount.
  
  Regarding the weight discrepancy between the initial estimate and the final invoice, it's important to note that estimates are based on preliminary information and can change based on the actual weight of items moved. While we strive for accuracy in our estimates, the final cost is determined by the actual weight of the shipment.
  
  We apologize for any misunderstanding or inconvenience this may have caused. However, at this point, we are unable to issue a refund or apply the discount retroactively. In the future, we encourage customers to raise any concerns about discounts or pricing before the delivery is completed and payment is made. This allows us to address issues more effectively and in a timely manner.
  
  We value your business and hope you understand our position on this matter.
  

• Initial Complaint

  Date:09/07/2024

  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.

  horrible moving service . ******** **** assisted me for my moving from Saskatchewan to Ontario. she was very nice until they picked my stuff. promised us delivery in one week. As soon as one week was done they stopped picking our calls and not replying back to us. We kids it was very hard to live in empty apartment without our stuff. its took 3 weeks to deliver our stuff and kids were sleeping on air mattress for 3 weeks. I highly not recommend this service they are ******** being nice until they picked up stuff. Even my daughters crib was damaged they never mentioned under 350$ they can't proceed damaged item claims as soon as I made claim they declined. ** ******** * *** **** * ***** * ***** **** ***

  Business Response

  Date: 15/07/2024

  Thank you for reaching out to us regarding your recent experience with our services.

  We sincerely apologize for the delay in delivering your shipment and for any inconvenience this may have caused you.

  We understand your frustration and regret that your shipment, which was delivered safely on February 7, 2024, did not arrive as promptly as expected.The winter season posed several challenges that impacted our delivery schedule, similar to what other moving companies experienced during this period. As a consolidated moving company, such delays can occasionally occur due to the nature of our operations. Nonetheless, we are truly sorry for any inconvenience this delay may have caused you.

  Regarding your concern about the damaged items, we have thoroughly reviewed your claim. Our claims department has made a decision based on the terms of our insurance policy, and unfortunately, your claim does not qualify for a payout. We have previously sent you the relevant terms and conditions outlining this decision.We deeply regret any distress this situation may have caused and appreciate your understanding. If you have any further questions or need additional assistance, please do not hesitate to contact us. We value your feedback and are committed to improving our services to better meet your expectations in the future.Thank you for your patience and understanding.

• Initial Complaint

  Date:24/04/2024

  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 have paid $1750.00 to Enterprise Moving to move my belongings from Toronto to Montreal. As part of my conversation with their representative, she mentioned that in the event that I incur any loss or damage to my belongings following the move, the company would compensate me accordingly. All I had to do was to submit a claim.
  
  On April 5, 2024, I followed the claims department instructions and filled out a form to submit a claim after I noticed that their employees had carelessly damaged my ($600) computer monitor and had lost my 2 *** games ($89.99 each).
  
  I, as a client, am in no way responsible for their staff’s careless handling of the monitor which was properly wrapped and labeled as “Fragile in Red – Handle with care”.
  It’s absolutely their responsibility to ensure that client’s properties are handled with care during transportation and delivery. Enterprise Moving is fully responsible and should compensate and reimburse me for all damage and loss.
  
  I find it very unprofessional of them to forward me a vague response that they’ve supposedly received from your insurer about the claim amount being lower than their deductible with them. I did not sign or agree to any of the referenced terms and conditions they sent me following my claim. This has nothing to do with me. Enterprise Moving remains entirely liable for the damage and loss caused by their staff’s **********.
  
  Their customer service is the worst and they treat clients very badly once they receive their payment.

  Business Response

  Date: 17/05/2024

  I apologize for the inconvenience caused by the damage to your computer monitor and the loss of your *** games during the move from Toronto to Montreal. As a consolidated moving company, our claim procedure is based on weight, and unfortunately, you were not eligible for a full payout based on our policy.

  We understand your frustration, but damage can sometimes occur during transit despite our best efforts. Our staff is trained to handle belongings with care, but accidents can still happen. While we strive to prevent such incidents, we have a claims process in place to address them fairly.
  
  We have reviewed your claim and determined that the amount claimed exceeds the maximum payout allowed under our policy based on the weight of your shipment. This policy is in place to ensure fairness for all our customers.
  
  We sincerely apologize for the inconvenience and any distress this situation has caused you and thank you for your understanding. 

   

  Best Regards,

  Enterprise Moving 

• Initial Complaint

  Date:11/03/2024

  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.

  29Nov-booking; 27Jan-pickup; 1Feb-delivery promised; 16Feb-delivery. Booked to move my 1bd apartment belongings(22 boxes, 1sofa, 1bed, 1tv cabinet)from Toronto to Moncton,NB. As I needed my specialty therapeutic mattress *** ** ****** ******** *****, my kitchen to cook food at home ** * ** ****** ******** ** **** ***********. I booked to deliver on 1st Feb, they mentioned I will get 4 weeks free storage. to which I stated I do not want that, I need delivery on 1st Feb is the only reason I spend ~2500$, instead of selling my furniture & belongings in Toronto & buying the same in Moncton. I want to move it because I want it on 1st, new to an unknown city, province. Below listed are my issues:
  1. Charged 300$ for long carry, my apartment exit was small to park their long trailer. I should be notified if they are bringing such a long trailer in downtown Toronto. This trailer size doesn't make sense for my 1bedroom belongings or in downtown
  2. 16 days late delivery-Even after emailing them again & again (attached) no update provided until 12Feb.Bought cooking utensils, other kitchen items worth 500$. Slept on an air mattress, with my lordosis issue getting worse & my enquiries completely ignored (email attached), me not knowing when my belongings will come bought another cheap mattress(450$), ***** ******* *** ** ******** ******* ***** & frustrated with no reply, no hope in sight for delivery.
  3.Weighed in at 3520lbs, All my furniture was **** so I know exactly how much they weigh & my boxes included for 1 bedroom should not weigh 3520. How are they weighing, if my belongings are loaded with other belongings in the big trailer. I want to see proof.
  4. Inconvenience to me & 2 dependents
  5. Delivery-again unnotified trailer size(attached)
  6. I am only writing today on 9 march as my sciatica has still not fully recovered.
  
  2240+tax charged, seeking a refund of 1500$+tax for perjury to deliver on 1 Feb, health issues faced, inconvenience in a new province, uncertainty faced

  Business Response

  Date: 14/03/2024

  We are sorry for the inconvenience and delay caused during your moving process. As a consolidated moving company, we consolidate shipments to make the process cost-efficient, which may lead to picking up and shipping multiple customers together. This consolidation helps keep our prices affordable but can result in unforeseen delays beyond our control. We understand your frustration with the late delivery and the impact it had on your health and plans.
  
  Regarding the weighing of your belongings, we assure you that each customer's shipment is carefully weighed at a government-approved scale station. The weight is calculated by measuring the difference between the loaded and empty trucks, ensuring accurate measurements for billing purposes. If you require proof of the weighing process, you can request scale tickets from our account department for verification.
  
  We apologize for exceeding the estimated time of arrival (ETA) provided to you. While we aim to provide ETAs rather than exact delivery dates due to the nature of consolidated shipping, we acknowledge that the extended delay was not ideal. We regret any inconvenience this has caused you and your dependents during your transition to a new province.
  
  We understand your concerns and the impact on your health and daily life. Unfortunately, based on our policies, you are not eligible for a refund due to the nature of our consolidated services. We regret any distress this situation has caused and appreciate your understanding of the complexities involved in the moving process.

  Customer Answer

  Date: 14/03/2024

  I am rejecting this response because:

  I should have been told if it will get delayed (as they knew and insisted on the 4 week storage , which made me skeptical.) 

  'I regret delay , is easy to say. I could have said the same thing and they shouldn't have included 300$ for long carry. Now you have the payment and you are saying I regret. Not a fair treatment

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

  Business Response

  Date: 19/03/2024

  We sincerely apologize for any inconvenience caused by the delay in your service. We understand your concerns regarding the lack of prior notification about the delay and the inclusion of additional charges for long carry. Your feedback is important to us, and we regret any dissatisfaction you may have experienced.
  
  Please be assured that we are continuously working to improve our communication processes and service offerings to better meet our customers' expectations. Your feedback will be taken into consideration as we strive to enhance our services and ensure a more transparent and seamless experience for all our customers.
  
  Once again, we apologize for any inconvenience caused and appreciate your understanding.
  

  Customer Answer

  Date: 28/03/2024

  
  
  I am rejecting this response because: You have admitted about the inconvenience and regret it, regret it monetarily only then it counts, Issue partial refund.
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:17/01/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 used this company to move a 2 bdrm apartment from Vancouver to Montreal. Sales agent promised it would take 2 weeks from Dec 8th to 23rd for $800 however delivery never occurred. They just transported my stuff to their warehouse in Toronto and they wouldn’t deliver my stuff ******* **** *** ** *** ** ****** ** *** ******** ******* ** ********** *** **** ** ***** **** ******* ** ******** ***** * ****** I ended up renting a ***** for extra money to go get my stuff home when the total price i paid should have included (no hassle, room to room move) as per their website advertising.
  
  i am seeking a compensation for this ******** *********** They said the quote would be $800 for up to 2000lbs. I’ve weighed my stuff on an empty gas tank and total was just around 1700lbs but their invoice says it was over 3000lbs without any proof. **** *** ********* **** **** *** ****** *** ****** *** ***** *** ***** *** ** *** ****** **** **** ******** *** ********* I paid $1800 total plus $800 ***** round trip montreal to Toronto. I need the ***** portion to be reimbursed FOR SURE plus a compensation for breach of contract as delivery never occurred. I have videos of their ************ warehouse and recorded phone call with their horrible agents. **** ******* ** ***** ** ** ************* ********* ***** **** ******** * ****** ***** ** ***** ********* ***** **** ***** * ***** *** *** **** ** *** **** ****

  Business Response

  Date: 23/01/2024

  We deeply apologize for the inconvenience and frustration you experienced during your move. As a consolidated moving company, we understand the importance of providing a seamless and reliable service, and we regret that we fell short of your expectations.
  
  It's important for us to address the concerns you've raised. Firstly, we want to emphasize that the basis of our pricing is the need to consolidate a certain amount of shipments to have a trip departure. This is a standard practice in the industry. We do our best to communicate this clearly to our customers to avoid any misunderstandings about the pricing and the logistics of the move.
  
  Regarding the issue of the weight of your belongings, we understand the importance of accuracy in this aspect of the moving process. To ensure transparency, we weigh each customer's belongings at a government-approved scale station and provide the scale tickets as proof.
  
  ** **** **** ** ******* **** ******** ***** *** ********* ************ *** ****** *** *************** ** *** ********** *** ** *** ****** ********** ** *** *** **** *** *** ** *** ********* **** ** **** *** ******* ******* ********** *** ** ********* ** ** ****** *** *********** ** **** ****** **** **** ***** *** ****** ** * ****** **** **** *** ***** *** ******* ** *** ********* ** *** *******
  
  We genuinely value your feedback and will use it to improve our services. We understand that this experience has been disappointing for you, and we are truly sorry for the inconvenience and frustration it has caused. We appreciate the opportunity to address your concerns, and we hope to have the chance to regain your trust in the future. If you have any further questions or would like to discuss this matter, please feel free to reach out to us directly.
  
  

  Customer Answer

  Date: 23/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I am asking for a compensation as i had to rent a ***** truck to move the items on my own from Toronto to Montreal. when it is supposed to be company responsibility.

  ** ****** *** **** **** ******* *** **** **** ** **** ********* *** cover the cost or part of the $800 i pid for ***** which i didnt need.

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

  Business Response

  Date: 02/02/2024

  Hello,

  I understand your frustration, and I apologize for the inconvenience you experienced. However, the pricing for the move from Vancouver to Toronto and from Vancouver to Montreal was the same, at $0.60 per pound. We were prepared to move your belongings from Toronto to Montreal at no additional cost. When you chose to pick up the shipment yourself, it was communicated that there would be no refund in such a case, and you agreed to this condition. Therefore, we are unable to provide a refund for the ****** rental expenses you incurred. We regret any misunderstanding and the inconvenience caused. If you have any further concerns or require additional clarification, please feel free to reach out. We value your business and are committed to addressing any issues to the best of our ability.

  Best Regards 

  Customer Answer

  Date: 07/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  - i need to see the proof that you weighed my belongings and that it reached 3060 pounds.

  - you failed to fulfill the terms of the contracts by not delivering my belongings to Montreal as i was told on the phone when i got the quote.

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

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

  * **** *** * ******* we can settle for $400. ********* * ** ***** ** ****** *** * *** *****

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

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

• Initial Complaint

  Date:16/08/2023

  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 want to be reimbursed accordingly for our items damaged in transit ($1938.05) and the items that were ****** from us (retail value 1385.60). We should also not be charged for storage considering the method of storage advertised versus the actual method of storage (1,233.47). The Company offered $400 as total compensation which we believe is not a fair settlement considering the method of storage was negligent and made our belongings vulnerable to theft. The website advertises wooden storage pods but the warehouse had individual piles of people's belongings with a piece of duct tape encircling them. *** ******* **** **** ** ******* ** ******* ***** ********* **** *** ****** ** ******* **** ********

  Business Response

  Date: 24/08/2023

  Dear ********,
  
  We sincerely apologize for the inconvenience caused by the damage to your items and the missing belongings. We understand that this has been a frustrating experience for you, and we want to assure you that we have made our best effort to locate the missing items in our warehouse.
  
  Regarding the method of storage, we want to clarify that while our storage facility may not have met your expectations, we do carefully separate each customer's belongings and use unique sticker tags for identification. However, we acknowledge that the method of storage used in this case was not up to our usual standards, and we apologize for any vulnerability it may have caused.
  
  As a consolidated moving company, our claim procedure is based on weight, and unfortunately, you were not eligible for a full payout based on our policy. However, we still want to make amends for the inconvenience you have experienced. Therefore, we are offering you a compensation of $400 for the lost items.
  
  We understand that this may not fully cover the value of the items, but we hope it can provide some relief. We value your feedback and will take it into consideration to improve our services in the future.
  
  Once again, we apologize for any frustration or inconvenience caused. If you have any further concerns or questions, please do not hesitate to reach out to us.
  
  Best Regards. 

  Customer Answer

  Date: 25/08/2023

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

  As a business you should treat people's belongings with a higher standard of care. You state that you carefully separate each customer's belongings. By carefully, you mean when you place their belongings in piles and carefully separate them with a loose encircling of duct tape. This is sloppy and inconsiderate disregard for other peoples property and you should not have the privilege of transporting belongings if you treat them in this manner. 

  You say that this method of storage is not up to your usual standards yet the entire warehouse was in this state. There was no safer storage alternative in sight. You had around 30 families belongings in random piles all over the warehouse. There was no security, no one manning a desk. We walked right in. You are responsible for losing peoples belongings due to disregard for how you treat them. You would not get any future moving requests if you had an accurate representation of how you "store" people's belongings on your website.

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

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

• Initial Complaint

  Date:31/10/2022

  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 have tried to contact enterprise 3 times now regarding damages during my move but have received no response. The bin they broke was clearly marked fragile and was not handled with care at all. I was trying to rectify this with the company directly but no one is returning my emails

  Business Response

  Date: 10/11/2022

  Hello Alisha,
  
  We are sorry to hear about your experience with us. The claims department confirmed that they never received an inquiry from you.
  Could you please reach out to the claims department at ******@****************.ca regarding your damaged items?
  
  Thank you