Complaints

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• Initial Complaint

  Date:18/08/2025

  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.

  We were looking at the moving company and found GetMovers, read their reviews on their web page and saw they got a Consumer&#REMOVED;s Choice Award, they looked positive and reliable. Then we had to pay them to get a pick up date, to sign a contract and paid $800 Canadian dollars. We also chose them because they said that after pickup they would deliver between 3-5 days up to 14 days. Everything we did was based on their timeline, Once we paid the $800 deposit, they gave us a pickup date - August 7, 2025. The issue is that we were moving long distance and wanted to make sure our items would be there when we got there and that we were there to receive the items. They said they will call us on the pickup date. We called them on Saturday and the REMOVEDsaid they would call back by the end of the day. On Monday, we called and they had a subcontract company called REMOVED. GetMovers claims to own them but when we called them they said they are the dispatch. We spoke to REMOVEDand they said they are sending us an invoice with the payments required and won&#REMOVED;t schedule our departure unless we send them a bank draft or proof. They are not being cooperative. We got it and sent a picture of the bank draft. The REMOVEDsent us an email from REMOVEDand gave me the dates. The dates are no longer withing 3-5 days and 14 day window. In her email, it says we leave between Aug. REMOVEDand will arrive 3 to 9 days after this. They said I need to talk to REMOVED, she wasn&#REMOVED;t in and she was supposed to call us back. We called all that day to GetMovers and they would not call us back. Then they stopped answering our calls. They were asking for payment before they even scheduled the departure date. We were told we are supposed to hand over the bank draft to the delivery driver. We have had to incur extra costs because we don&#REMOVED;t have beds to sleep on because of not having our items as promised. I would like for them to give us a billing adjustment and to check to see if they have all of our stuff before handing the check over to the driver)

  Business Response

  Date: 08/09/2025

  Good Day,

  We have carefully reviewed the customers statement. Based on our records, the move was completed as per the agreed-upon contract terms and conditions. Delivery timelines and procedures were communicated in advance and followed accordingly.
  At this time, we do not see any deviation from the contractual obligations that would warrant a billing adjustment. Nevertheless, we are committed to resolving any outstanding concerns and remain open to reviewing any specific evidence the customer may provide showing where service commitments were not met.
  We respectfully submit that the order was fulfilled in the manner agreed upon in the signed contract.
  Sincerely,
  GetMovers