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Business Profile

Moving Companies

Your Move Ottawa

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Moving Companies.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:28/04/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 YourMove Ottawa on Friday April 26 to help me move from my old apartment to my new apartment. I feel as though the movers were incredibly unprofessional. They arrived over an hour late and I was not compensated for this despite the owner of the company telling me on the phone that I would be. They did not handle my boxes or furniture with care. In fact, one box was left on the stove and the mover turned on the stove for some reason, causing the cardboard and everything in the bottom of the box to melt onto the stovetop and set off my fire alarm. Many of my kitchen supplies are now ruined as a result and my apartment still smells like burnt cardboard even after 2 days, they did not compensate me for this either. At the end of the move, they charged me almost 3 times more than what I was originally quoted. The movers became angry with me when I began questioning the price and asking them to break it down for me. The largest guy specifically said "it's not that hard to understand, I really shouldn't have to explain this to you" which I felt was rude and demeaning just because I asked for clarification on the price. I asked them to please leave my unit since they were done with moving and I had yet to receive an invoice and they were making me uncomfortable with their hostility regarding the price clarification. A few minutes later, they called me from the parking lot about the invoice and refused to hang up the phone or leave the parking lot until they received my e-transfer. This interaction made me very uncomfortable as I am a single women and they were three large men who were refusing to leave my property without receiving more money than what was originally agreed upon. Overall, I do not recommend this company to anyone. I am hoping to receive at least a partial refund and cease all contact as the company has tried to call me multiple times since I posted my ****** review earlier this morning.

    Business Response

    Date: 17/05/2024

    Hi there,

    As you can see the email thread attached. We have resolved this issue. I did not receive your letter until after this was completed. We have sent her the money and the review has been removed.

     

    Best

    ******

     

    Customer Answer

    Date: 17/05/2024

     
    Complaint: 21636839

    I am rejecting this response because:

    As you can see from the owner's provided screen captures, he would only provide me compensation if I deleted my online review that I had left on the company's ****** page. I find this to be highly unprofessional and it is to my understanding that this is illegal to do according to ******'s terms of service. It causes me to wonder how many other former clients have had a bad experience with this company and were forced to delete their review in order to receive their rightfully owed compensation (explains why the company has a 4.9 star rating on ******!). Though I am grateful to receive the monetary compensation, in going forward I wish this company would be more open and truthful about their prior clientele experiences.


    Sincerely,

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

    Business Response

    Date: 21/05/2024

    Hi there,

    We very rarely have bad reviews. 
    I just want to mention that the reason we were going to offer a discount for the truck was because our truck broke down and we needed to get a rental. The rental truck was smaller than our usual truck, and I thought it would require two trips for the whole move. This is why we offered the discount because if it were to take two trips due to the truck size you would be paying for a lot more time than you needed to. Although, everything still fit into the smaller truck with ease; and so there was no additional time added because of this. When you do a move to a building with elevators it takes more time to complete. Aside from the accident with the box on the stove; the move was completed swiftly and professionally. 

    we do apologize about the mistake and this is why we offered a discount. If you mentioned this before paying; we would have offered you the discount sooner; without you leaving the poor review.

     

    thanks,

    ******

Your Move Ottawa is NOT a BBB Accredited Business.

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