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:23/06/2025

  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.

  I paid Pegasus Van Lines to move my items from Kemptville, ON to Fredericton, New Brunswick.
  
  They said they could keep my original delivery date as I had planned on doing this myself with a ***** for June 1. It is June 23rd, I can't get in touch with anyone and they have taken my things from my storage unit.
  
  They required I pay via e-transfer but had me pay my deposit via credit card to see more legitmate and obviously so I wouldn't chargeback the funds.
  
  They delayed our agreed upon date with no reasoning which made me pay for another month of storage fees.
  
  The initial driver said he had engine trouble on may 31st and sent me a video as "proof" but the video was dated May 12th.
  
  They finally picked up my stuff on June 5th but have had it ever since.
  
  They have now continued to tell me every 3-4 days that it will be there in 3-4 days but no one calls me to tell me my furniture will be delivered, so I have to call them and they tell me it will be 3-4 days. Some days I can't even get a hold of anyone.
  
  I have an empty apartment and have since the start of June. I just want my stuff and for the service that I've paid for.

  Business Response

  Date: 26/06/2025

  Hello,

  
  First and foremost, please accept our sincere apologies for the delay and the frustration this has caused. We completely understand how stressful it is to be without your belongings, especially after planning around a specific delivery date.
  Unfortunately, we were not able to ship your items on the originally agreed date due to unforeseen operational challenges. We acknowledge that this has caused additional inconvenience, and a delay in settling into your new home.
  Please rest assured that your shipment remains a priority for us, and we are doing everything we can to expedite its delivery to Fredericton as soon as possible. We understand the importance of clear and consistent communication, and we will ensure that you receive timely updates going forward.
  We truly appreciate your patience and understanding during this time. If you have any questions or require further assistance, please do not hesitate to contact us directly.

  
  Best regards.

  Customer Answer

  Date: 02/07/2025

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

  It has been a month since I was supposed to have my belongings. 
  
  Every time I call Pegasus Van Lines they answer, put me on hold, then pickup and hang up on me and then never pick up again, or they transfer me to another line where I usually get hung up on as well. 
  
  I called last week to ask about my stuff, they lied to me saying it was in transit, then put me on hold and hung up on me. They then hung up on me two more times. The fourth time they put me on hold, transferred me to a random line where I spoke to a woman named *****. ***** asked for my invoice number and the said it was still in a warehouse in Toronto. Meaning, the first person lied to me AGAIN. She said all east cost shipments were leaving on Saturday June 28th and that I should have my items either Wednesday (July 2) or Thursday (July 3) and that the driver will call the day before. 
  
  I tried calling today, July 2. And it went straight to voicemail. I tried throughout the day and I tried the three phone numbers on their website. I don't know if they've now blocked my phone number, but I've received ZERO communication from them and obviously my belongings are not going to be delivered tomrrow Thursday (July 3). 
  
  I have paid everything on time, I've done everything on my side. *** **** **** ******** ** ****** *** ***** ********** **************** *** ** **** ****** *** ***** ** ** ******** ***********
  
  I just want my stuff. 
  
  
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 08/07/2025

  Hello Mr. *******,

  
  Thank you for your message, and we sincerely apologize for the frustration, delays, and lack of communication you’ve experienced throughout this process.
  We understand how upsetting this situation has been, especially given your efforts to follow up and the lack of clear updates provided. Please know that we take your concerns seriously and have addressed this matter with the appropriate team.
  We would like to confirm that your shipment was successfully delivered on July 5th. If you have any concerns about the condition or completeness of your delivery, please let us know immediately so we can investigate and assist further.
  Again, we deeply regret the inconvenience caused and appreciate your patience during this time. If there’s anything more we can do to make this right, please don’t hesitate to reach out to us directly.

  
  Best regards.
  

  Customer Answer

  Date: 10/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I can confirm I received my items on July 5th but it was once again, an absolute nightmare. The driver showed up in a transport truck not able to to back up to the front door of my building. I had to argue with him because he wanted to dump my stuff and make me deal with everything - ** **** ****** *** *** ******** ***** **** ****** I paid for door to door, room to room service* The warehouse worker or supervisor who I had to connect with on the phone told me this was my fault for not specifying that a transport truck couldn't get to the front door to the salesperson who sold me on the service. With a name like Pegasus Van Lines, I assumed it would have been a regular moving truck or van of some sort, yet blame was put on me. ** ***** *** ******** ** ** **** ******* * ******
  
  Here are my grievances:
  1. Unreasonable Delay
  We had agreed upon delivery a few days after pickup on May 30. It did not reach me until July 5—more than five weeks later. This breach of the timeline caused significant disruption, including an additional month of storage fees since it went into June, living expenses and the ******** experience of living in and unfurnished apartment.
  
  2. Failure to Provide Door-to-Door Service
  When the driver arrived, he was in a full-size tractor-trailer that could not access my building. Instead of arranging an appropriate shuttle (which is Pegasus’s responsibility), I was told my goods would be left on the street unless I solved the problem myself. * *** ****** ***
  **** * ****** ** ** *** **** ******** ******* *********
  
  3. Improper Handling & Damage
  Any cardboard boxes I had my items in were crushed and ripped on arrival. Items were dusty, smelled of smoke, and several pieces were marked with rodent droppings. * **** **** ****** ***** *** *** *** ** **** ****** ***** *******
  ************************************************************************************
  
  4. ************** Conduct & Communication
  Throughout the delay I was repeatedly lied to, hung up on, transferred to unanswered extensions, or given false updates (“in transit—arriving in 2-3 days”). On delivery day the driver threatened to “dump” my belongings curbside and wanted to charge me a stair fee despite there being ramps and an elevator. I was also told that this was my fault. Meanwhile I had to sort out logistics - moving my stuff from the trailer to a ***** so I could get it to my front door. *** * ******** *** *** ** ******** ****** ** ****** *** *** *** ***** ***** ** ********** 
  
  Resolution Requested:
  
  Reimbursement of Direct Costs
  ****** ******* ****** ****** ******** *********
  Additional month of storage: $180.80 ******** *********
  
  Compensation for Damaged Items
  I sent an email to *********************** (where no one has ever responded to an email of mine) with links to some examples of items that have been damaged. Those total to $3517. Those are only the examples and there are more items that were not included *** ***** ******* *** ****** ** ******** ***** ***** ******* ** *** ********* *** ***** ****** ***** **. That includes the coffee table, dining room bench, my road bike, etc. 
  
  Written Explanation
  Why a proper shuttle was not arranged and why I received inaccurate status updates for five weeks. I also want an explanation of what steps were taken to correct his and what you mean by "we've notified the appropriate team". **** *** ******** **** ********* ** *** **** **** * **** ******* ** **** ** ** ***** *********
  
  
  
  
  Bottom line: I'd like to request a full refund for this service and just call it a day. I'll forget the *****, storage fee, etc. Just give me a full refund so we can be done with this ******** ********* ** ** ***********
  
  
  
  
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 14/07/2025

  Hello Mr. *******,

  
  Thank you for your message and for taking the time to share your concerns in detail. We understand that your experience was frustrating and disappointing, and we truly regret that your move did not meet your expectations.
  We acknowledge the issues you've raised regarding the delay, delivery logistics, and communication. While we appreciate your feedback and are reviewing the circumstances internally to help improve our services, we must clarify that at this time, we are unable to offer compensation or take additional action regarding the overall service or refund request. The move has been completed, and the file is now considered closed from an operational standpoint.
  That said, we can confirm that your submitted documentation for damaged items has been forwarded to our Claims Department. They are currently reviewing your case, including the photos and item list you provided. Any eligible compensation for damages will be handled directly through that process in accordance with the terms of your contract.
  We apologize again for the inconvenience you experienced and thank you for bringing these matters to our attention.
  

  Best regards.

  Customer Answer

  Date: 17/07/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Nothing I've said has been addressed, and no action has been taken. 
  
  While I have spoken with the claims department, they're asking for the numbers on the stickers on my items. Most of the items didn't come with stickers on them. The boxes in the photos were tossed immediately because they weren't doing anything and everything fell out of them when I picked them up. 
  
  This, again, is going to require a lot of time and effort only for you to provide me with $100-$200 for the ****** amount of damaged items that I have. 
  
  **** ***** *** ***** *** **** *** ****** ** ******* ******* ** ****** **** **** ****** ** **** *** **** **** ******* ** ******. I've given them the 6 main items and their cost and they still just want the form. 
  
  **** *** ** ***** *** ****** ******* ** **** ****** ***** ****** **** *** ******* ******* * *** ************ **** ** ****** ***** ** ****** I can't even fill out the form right now since I'm away, even if I wanted to - which I don't. 
  
  Please issue me a full refund.
  
  I want to be done with this *** **** **** *** ******* **** ******** ********** 
  
  Sincerely,
  **** *******

  Business Response

  Date: 29/07/2025

  Hello,

  
  Thank you for your follow-up regarding your complaint.
  We understand your continued frustration and sincerely regret that your experience has been so disappointing. While we appreciate you taking the time to speak with the claims department, we must reiterate that all damage claims must be submitted through the standard process, including the required documentation.
  Without the completed claim form and supporting details, we are unable to assess the damages or offer compensation beyond what is outlined in our contract and claims policy. Unfortunately, this means we cannot offer the full refund you’re requesting.
  We know this isn’t the outcome you were hoping for, and we genuinely regret that you feel the situation has not been handled to your satisfaction. Should you decide to complete the claims form at a later date, we will still be able to review it within the guidelines provided.
  Thank you for your understanding.
  

  Best regards.

• Initial Complaint

  Date:03/06/2025

  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 hired the moving company in April to move us from Ontario to PEI. our items arrived over 3 weeks after the expected date and everything arrived damaged. Some items were fully broken we had to throw them out and some items DIDNT arrive at all. They refuse to take any accountability and give us any type of compensation.

  Business Response

  Date: 03/06/2025

  Hello,

  
  We're very sorry to hear about your experience and truly regret the inconvenience this has caused you. If you haven't already done so, could you please reach out to our claims team by emailing ************************** They will be able to review the details of your situation and assist you in addressing the damage and any missing items.
  Thank you for bringing this to our attention. We appreciate your patience and understanding.
  
  Best regards.

  Customer Answer

  Date: 03/06/2025

  
  
  Complaint: ********
  
  
  
  We have already emailed them and they said there was nothing they can do. They have ‘lost’ my husbands $300 saw, his wheely cart and damaged every furniture piece. When we spoke to someone on the phone they said for us to ‘call the police’ on them in regards to the ‘lost’ items
  
  
  
  Sincerely,
  
  
  
  ********* *******

  Business Response

  Date: 04/06/2025

  Hello Ms. *******,

  
  Thank you for following up regarding your claim.
  Our claims department has thoroughly investigated the matter, including checking with multiple customers and conducting a complete search for the missing items. Unfortunately, the items could not be located, and no other customer reported receiving them in error.
  As previously explained by our claims team, the claim was reviewed carefully in accordance with our policy. Based on the available information and the terms of our coverage, it was determined that the claim does not meet the criteria for a payout.
  We understand this outcome is frustrating, and we truly regret the inconvenience and disappointment this has caused. While we’re unable to change the decision, please know that we take all customer concerns seriously and have done our utmost to investigate thoroughly.

  
  Best regards.

  Customer Answer

  Date: 04/06/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because if you ‘lose’ an item you should replace it or give some sort of compensation. Especially if your company makes an itemized list while packing up. **** ******* ******* ***** *** ***** ** **** **** ** ****** * **** ***** **** ******** ***** ********* ** ***** **** ***** ******** ***** *********** **** ********* **** **** ** *** ***** ** ****** ** ******** **** ** *** *** ******** ** *** **** ** ** *** ************* ****** ******* **** ** *** ******* ** ********* ***** ** ********* 
  ***** *** *** *** **** ****** ***** ** ****** ***** ** ***** ******* ** ****** ** **** ** ****** *** ***** *** **** ******* ****** ** ***** *** *** ******* **** ***** ***** ** ****** ** ***** *** *** *** ******** *** ****** ** ** ***** ** ******* 
  * *** **** *** ***** *** *** * **** ***** *** ******* ********** ******* **** **** ******* *** ** ******* *** ******** ***** ***** *** ******** **** ******** ** **** *** ***** ******* ** ******** ***** ********* ** ****** *** ******* *** **** ***** **** ** *** **** ** ****** ******* 

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

  Business Response

  Date: 05/06/2025

  Hello Ms. *******,

  
  Thank you for your response. We understand how upsetting this situation has been for you, and we sincerely apologize for the stress and inconvenience it has caused.
  To clarify, your move was invoiced at $0.50 per pound, and our standard claim coverage is based on $0.60 per pound, with a deductible of $350.00. This weight-based model is consistent across both our pricing and our basic insurance policy, which is standard practice in the moving industry.
  We understand your concern about the value of the items, and we recognize the emotional and financial impact when something is lost or damaged. However, our liability is strictly limited to the terms agreed upon in the moving contract, which includes the coverage outlined above. These terms are provided on the pink/yellow copy of your Bill of Lading given at the time of your move.
  ****** **** ******* **** ** ** *** **** *********** ** ******* ** ****** ***** *******. Every claim is reviewed carefully and thoroughly, and we are truly sorry that this has been your experience.
  We value your feedback and regret that we could not resolve your claim in the way you had hoped.
  

  Best regards. 

• Initial Complaint

  Date:20/01/2025

  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.

  On December 29th, I entrusted Pegasus Vanline with 48 boxes and packages to be transported from Montreal to Edmonton. I paid the full amount of $1,200 upfront, as requested. The company assured me that my packages would arrive within 7 to 10 business days. However, it is now January 18th, and I have yet to receive my belongings.
  
  Despite numerous attempts to contact the company via phone and email, they have not responded. I have all the necessary documents to support my case and need urgent assistance in resolving this matter. The items in question are highly valuable and essential to us, and this situation has severely impacted our ability to start our new life in Edmonton.
  
  I am filing a formal complaint against Pegasus Vanline and asking for immediate action to recover our belongings and address this issue.

  Business Response

  Date: 23/01/2025

  Hello,

  Thank you for reaching out and bringing this matter to our attention. We deeply regret the inconvenience and frustration caused by the delay in delivering your belongings to Edmonton.
  At the moment, all deliveries to Alberta are experiencing unexpected delays due to factors beyond our immediate control. As a consolidated moving company, logistical challenges can sometimes arise, and we sincerely apologize for any disruption this has caused to your plans.
  Please rest assured that we are actively working to resolve the situation and expedite your shipment. We understand the value and importance of your items, and our team is doing everything possible to ensure their safe and prompt arrival.
  We appreciate your patience and understanding during this time.
  

  Best Regards.

  Customer Answer

  Date: 30/01/2025

  I am rejecting this response because:

  I'm calling them everyday during office hours but nobody answered my phone calls. They even blocked my phone call.

  I attached all my emails that I've sent to them they are not even answering my email.

  I don't where is exactly my items I don't know they are really necessary items for me and I'm living without the more than a month.

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

  Please help with me to solve my problem I don't know how I track my items and I want to really complain from them please connect me to the right person or institution.

  
  

  Business Response

  Date: 10/02/2025

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

  We sincerely apologize for the distress and inconvenience this delay has caused you. We understand how important your items are, and we truly regret the frustration you’ve experienced in trying to reach us.
  We want to assure you that your shipment is en route and is expected to arrive in Alberta no later than February 12th. We will provide you with an update as soon as it reaches the destination.
  Please rest assured that we are actively monitoring the status of your delivery and will ensure that it is handled with priority. If you have any further questions or need any assistance, please feel free to reply to this email.
  Once again, we deeply regret any difficulties you have faced, and we appreciate your patience and understanding.
  

  Best Regards. 

• Initial Complaint

  Date:06/01/2025

  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.

  Date of transaction: 20 Nov 2024
  Amount of money paid: 2244.90
  Pegasus Van Line promised with the arrival date to New Westminster on 2/ Dec/ 2024 but delayed three times, finally arrived on 27/ Dec/ 2024.
  
  Originally quote $1250 but turns out a thousand something more than the quote.
  
  Extra amount spent on elevator reservation of both apartment while the courier didn’t make it and those amount paid (cannot be refunded) and paid again when they arrive on the unexpected arrival time. <$200 apartment elevator reservation fee in Ottawa, $150 condo elevator move-in fee paid three times $450 in New West Condo as they changed the date and time within 24 hours or without notifying me which also made other residents inconvenient= total I lost $650 for the elevator reservation fee while they lied after promised the delivery time and date>
  
  17 cartons lost including all new curtains, bedding sheets, down duvet, whole pack of new clothes and underwear, all new cosmetic
  products (***** ******* *** ** * ***** *** **** ***** ***** *** ***** ********** supplements, electronics devices (electronics shaves, professional makeup products, electronic toothbrushes), side table, kitchenware
  
  Broken item: coffee table that cost $650 for original price completely broken into pieces. A large storage bag broken, a 10L water container broken

  Business Response

  Date: 13/01/2025

  Hello,

  Thank you for reaching out and sharing the details of your concerns regarding your recent move with us. We sincerely apologize for the inconvenience and frustration you’ve experienced during this process.
  Regarding the elevator reservation fees, we understand how frustrating it is to incur additional expenses due to schedule changes. Like most moving companies, we inform our clients that such fees are outside our control and are standard across the industry. Changes in timing can occur in consolidated moves due to the complexity of coordinating shipments, unexpected delays, or unforeseen logistical challenges. While we strive to adhere to the agreed schedules, external factors sometimes make it impossible to meet these timelines.
  We acknowledge the distress caused by the delays and the condition of your items upon arrival. Please know that our Claims Department is actively working on your case to address the issues of missing and damaged belongings. This process is essential to ensure that every detail is reviewed thoroughly. 
  Once again, we apologize for the challenges you’ve faced. We are committed to improving our services and learning from situations like yours to ensure smoother experiences in the future. If you have any further questions or concerns, please don’t hesitate to contact us directly.
  

  Best Regards. 

  Customer Answer

  Date: 13/01/2025

  Dear Pegasus Van Lines,

  Thank you for your response to my complaint. While I appreciate your acknowledgment of the inconvenience caused, I am unable to accept your explanation and apology as a resolution to the issues I raised.

  Firstly, the repeated delays in delivery, with the expected date changing four times, caused significant financial and emotional distress. I incurred considerable expenses during the waiting period, including dining out, purchasing necessities, and winter clothing, as my belongings were unavailable. These costs were not part of my planned moving expenses and could have been avoided had you adhered to the original timeline or provided timely updates.

  Secondly, the loss of multiple parcels, including sentimental gifts for my parents and partner, is deeply upsetting. While I understand your Claims Department is reviewing the matter, I feel that the lack of care in handling my belongings reflects poorly on the level of service I expected.

  Finally, the $650 in move-in and move-out elevator reservation fees, which I had to pay due to your failure to notify me of delays in advance, is unacceptable. If I had been informed of the schedule changes at least one day prior, I could have rescheduled the elevator reservations and avoided these unnecessary charges. It is unreasonable to expect customers to bear such costs due to your logistical issues.

  I am requesting a full reimbursement for the additional expenses incurred due to the delays and losses, including:

  -$650 for the elevator reservation fees.
  Expenses for dining out, purchasing necessities, and winter clothing during the waiting period.

  -Compensation for the lost parcels and sentimental items.

  While I appreciate your commitment to improving services in the future, this does not address the substantial inconvenience and financial losses I have already endured. I urge you to take my concerns seriously and provide a fair resolution to this matter.
  Please respond with a clear action plan and timeline for addressing my concerns.

• Initial Complaint

  Date:23/12/2024

  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.

  Nov 13th my stuff was picked up from Ottawa. I was told 7 days to move to Saskatchewan. Apparently that was a miscommunication. Than they told me dec 9th. Than said that was also not what they said. I emailed and called multiple times. Than told Sunday to Tuesday. That passed. It’s been 7 weeks and I have no idea if this was in fact a scam. Multiple attempts to find out with no resolution. My wife recorded the conversation that stated it would be delivered the week of the 17th. Never came. I’m now without any of my personal belongings and have no idea as the email stated Sunday to Tuesday with no actual dates. The guy we are dealing with has sworn, hung up, not answered and being verbally *******

  Business Response

  Date: 27/12/2024

  Hello ******,

  
  We sincerely apologize for the delays and the inconvenience you have experienced during this process. We understand how frustrating this situation must be, and we deeply regret the stress it has caused.
  Regarding your shipment, we want to clarify that delays can occasionally occur with consolidated moves, as they involve coordinating multiple shipments. That said, your belongings were shipped from Toronto on December 23rd and are currently in transit.
  We are pleased to inform you that your shipment is scheduled for delivery on either December 28th or 29th. The driver will contact you at least a day in advance to provide the delivery timeframe.
  We truly appreciate your patience and understanding, and we are committed to ensuring your shipment reaches you as planned. Please don’t hesitate to reach out if you have any further questions or concerns.

  
  Kind regards.
  

• Initial Complaint

  Date:17/12/2024

  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 moved from Windsor Ont to Victoria BC. I was told my items would be shipped directly to Richmond BC and stored there until I had an address for delivery. (one month shipping was included in the quote). After 2 weeks I notified the company of an address for delivery and found out my things were still in Ontario. I ultimately waited another 2 weeks for them to even leave Ontario. When my items finally arrived my TV showed up covered in a garbage bag and broken. I reached out to the company because when they picked up my belongings in Windsor I asked them how I should pack the TV and they told me they would take care of it. They did not compensate me for my broken TV and/or for the delay in getting my things to me. I was told various times that my things would be leaving ontario on certain days and none of those days happened. Everyone I spoke to at the company was very unhelpful and extremely ****. I had family members call for me and they were told that they "had ****** problems" all because they were trying to help me figure out how to get my things!! Nick the owner is absolutely ******** *** ** ****** *** ** ******* * ********. Moving is a stressful thing and this company has no empathy or compassion. **** **** ** ** **** **** *********** ****** ***** ****** ********** *****

  Business Response

  Date: 18/12/2024

  Hello,

  Thank you for taking the time to share your feedback regarding your move. We sincerely regret the inconvenience and frustration you experienced during this process. Moving is undoubtedly a stressful time, and we apologize if our service fell short of your expectations.
  Regarding your claim, our claims department has carefully reviewed the matter. Unfortunately, we determined that your claim does not meet the criteria for compensation as outlined in the moving contract you signed. These terms and conditions, which detail the claim process and coverage, were used to fairly assess your case.
  We understand that this outcome may be disappointing, but please know that our evaluation was conducted in line with the agreed-upon policy.
  We take all feedback seriously and will use your comments to improve our processes and ensure better communication and service in the future. If you have further questions or need clarification regarding the claims process, please do not hesitate to contact us directly.
  Once again, we apologize for the inconvenience caused and appreciate your understanding.
  

  Best Regards. 

  Customer Answer

  Date: 18/12/2024

  
  
  I am rejecting this response because:
  This is the same generic answer they give everyone! I want compensation for a TV that was NOT properly packed at all and so this shouldn’t fall under any of your “contract” rules. This was utter ********* on the part of the movers. Had it been packed properly it would not have broken and had it been packed properly and damaged I would have been able to understand. This is definitely a case of sloppy work and I would like compensation. 
  
  

  Business Response

  Date: 27/12/2024

  Hello Ms. *****,

  Thank you for sharing your concerns with us. I completely understand how frustrating and disappointing this situation must be for you, and I appreciate you taking the time to explain your perspective.
  We do our very best to ensure items are packed and handled carefully during every move, but unfortunately, damages can still occur despite those efforts. To handle these situations fairly, we follow an insurance policy that applies equally to all customers.
  After reviewing your claim, we’ve determined that it doesn’t meet the criteria for a payout under the policy. I know this isn’t the outcome you were hoping for, and I sincerely regret the frustration this has caused.
  We do apologize for the inconvenience we caused and thank you for your understanding. 
  

  Best Regards.

• Initial Complaint

  Date:17/12/2024

  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 booked Pegasus Van Lines for our move from Toronto to Winnipeg on November 27, 2024. Their email confirmed delivery by November 30, 2024, and I paid the full amount of CAD $1,925. However, on November 28, I was informed of a truck delay, pushing the delivery to December 8, 2024. This breach of promise left me frustrated. When I questioned the delay, their team responded ******, showing no empathy for our situation, making it seem that they cared only about the payment.
  
  I am especially worried about my elderly mother, who needs her essential items for comfort and health. With our flight to Winnipeg in two days, changing moving companies wasn’t possible without incurring a half-rate fee for unloading. So, we felt compelled to wait until December 8.
  
  On December 10, I learned from their employee that our items hadn’t left Toronto due to a driver shortage. The Pegasus team continued to treat us badly, as if we were a burden rather than customers. Their customer service has been lacking since Day 1, fading after they received our payment.
  
  We were then told our items would ship by December 14, but when I called, I was told they would start moving on December 16. Today, they are ignoring our calls, and I have received no replies to my emails. Nick, the sales representative, has completely vanished.
  
  Due to this ongoing delay, we have had to buy meals, cooking utensils, and clothing, which has piled on expenses. So far, the company has only given us false promises, and we are desperate for resolution.
  
  We urgently request that the Better Business Bureau intervene. ** *********** ******* *** ******* **** **** ******* ** ********** ******* * **** ****** ** ***** ** *** ****** This situation is intolerable, especially in winter. We need immediate assistance in obtaining a true estimated time of arrival (ETA) for our belongings. Thank you for your help.

  Business Response

  Date: 18/12/2024

  Hello,

  First, I want to sincerely apologize for the frustration and inconvenience you and your family have experienced due to the delays with your move. We understand how important your belongings are, especially when essential items for your mother’s health and comfort are involved. Please know that we take your concerns seriously and deeply regret the challenges you’ve faced.
  As a consolidated moving company, delays can unfortunately happen, especially when unforeseen logistical issues, like driver shortages, arise. However, we acknowledge that communication and transparency should have been better, and we are committed to addressing this.
  I want to assure you that all deliveries to Manitoba, including yours, will be shipped out from Toronto on Monday, December 23, 2024. Transportation to Winnipeg typically takes 3-4 days, and our driver will contact you a day in advance to confirm the exact delivery date and timing.
  We truly apologize for the distress this situation has caused and are working diligently to ensure your shipment arrives as soon as possible. If there’s anything else we can do to support you in the meantime, please let us know.
  Thank you for your understanding and patience.
  

  Best Regards

  Customer Answer

  Date: 18/12/2024

   I am rejecting this response because:

  I understand
  that delays of one week to ten days can sometimes occur, although it is very
  frustrating when the estimated time of arrival (ETA) is not met. However, a
  delay that exceeds this timeframe raises serious concerns about how your
  company prioritizes customer needs. As a company that markets itself as a
  “stress-free” mover in your website, it is surprising that you have been unable
  to secure a truck driver for over three weeks till date. Moreover, I could not
  find any indication on your website that you operate as a consolidated mover.
  Your website describes your services as a personalized home moving agency
  *********** *********, which is contradictory to what we have experienced.
   Additionally, when my husband contacted your
  office yesterday (December 17, 2024), he was informed that the deadline for
  moving our belongings from Toronto is Friday (December 20, 2024), but now, it
  has been postponed to Monday (December 23, 2024) in this message. This ongoing
  uncertainty greatly diminishes my confidence that our items will arrive during
  the holiday season, especially given the difficulties we have already
  encountered with your service.
  We have
  incurred additional expenses on utensils, winter jacket, air beds, clothing,
  groceries, a chair, a sofa, and ordering food. These costs could have been
  avoided had the ETA been met, significantly impacting our monthly budget. Are
  you going to compensate us for these added expenses? I suspect you won’t. What
  responsibility can you take if the deadlines are not met again? (Please, do not
  give us the same excuse. We are tired, already running on tight budget and a
  very sad holiday time for us because of this ruckus).
   If you manage to meet the committed ETA, we
  request sufficient proof that the truck has departed from Toronto. For example,
  it would be helpful to receive the truck's GPS link, truck details, the
  driver’s contact details, and your records that mentions the truck has moved
  from Toronto and is in transit to Winnipeg as a reply to this complaint. ** **** **** ******* ******** ***** ********** **** ** ******* ** *** * ********* ** *** ****** ******** ****** ***** ******** ***** ******** ** ******* We ask that
  you please ensure our belongings are transported safely and without any damage,
  as they represent our hard-earned savings. Personally, I have a lot of
  emotional attachment to these items, as my husband and I purchased them after
  our marriage. Thank you, BBB, for your immediate attention to our concerns.
  
  
  
  

• Initial Complaint

  Date:06/12/2024

  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.

  On November 29, 2024, we hired Pegasus Vanlines for a move. We were told by their staff member, Nick, that delivery would take 5-7 days and that we needed to pay a $200 deposit upfront, with the remaining balance due upon delivery.
  
  After they collected our belongings, we called for a follow-up two days later and were informed we needed to pay the full amount upfront to ensure delivery. We complied, and they assured us the delivery would arrive by December 7-8.
  
  On December 5, we called again for an update, and they abruptly told us delivery might take another two weeks. The staff was ****, ended the call without letting us ask questions, and refused further communication.

  Business Response

  Date: 12/12/2024

  Hello,

  
  We sincerely apologize for the delays and poor communication you experienced during your move. As a consolidated moving company, delivery timelines can sometimes extend due to logistical challenges, but we understand this caused you significant inconvenience.
  The lack of professionalism from our staff is unacceptable, and we are addressing this issue to ensure better service in the future.
  We value your feedback and are committed to resolving any outstanding concerns. Please reach out to us at ************ if there’s anything further we can assist with.
  Thank you for bringing this to our attention.

  
  Best Regards. 

  Customer Answer

  Date: 12/12/2024

  I am rejecting this response because:
  
  
  

  Business Response

  Date: 16/12/2024

  Dear Ms. *****,

  
  Thank you for your feedback regarding your complaint (********). We noticed that your rejection does not outline the specific reason for your dissatisfaction with our response.
  We made every effort to address your concerns thoroughly in our initial reply. However, if there are specific points you feel were not adequately resolved, we would be happy to discuss them further. Please feel free to reach out to us directly so we can better understand and address your concerns.
  We value your input and are committed to resolving this matter to your satisfaction.

   

  Best Regards. 

  Customer Answer

  Date: 16/12/2024

  
  Hello,

  I am writing to formally address my dissatisfaction with the response provided by Pegasus Vanlines regarding my complaint. I must clarify that the issue is not one of miscommunication, as stated in their apology.

  Throughout this process, we have consistently had to initiate contact to obtain updates on the status of our goods. Pegasus Vanlines did not make any effort to proactively inform us of delays or provide timely updates. Even as recently as last week, when we called to inquire, we were told that our belongings were still in Toronto. This was despite their earlier promise that we would receive our goods between December 4th and 5th.

  Following additional calls, we were informed that the delivery would be delayed further, with an estimated date of December 12th. However, as of today, we have still not received our belongings, nor have we received any update from the company. It has now been almost two weeks beyond the original promised date.

  When we questioned the repeated delays and expressed our frustration, we were met with the unacceptable response that we should not complain because we paid a lower price for the service. I must emphasize that the quoted price and promised delivery dates were provided by Pegasus Vanlines. It is the company’s responsibility to honor their commitments, regardless of the agreed price.

  This situation has caused significant inconvenience to my family, as we are without essential items such as sufficient clothing and bedding. To then be told to "be thankful" due to the price we paid is both unprofessional and insulting.

  I urge Pegasus Vanlines to take full responsibility for these delays and to provide a concrete resolution immediately. I expect prompt delivery of our belongings and a formal acknowledgment of the inconvenience that they have caused.

  Business Response

  Date: 18/12/2024

  Hello,

  Thank you for reaching out and sharing your concerns. We deeply regret the inconvenience and frustration caused by the delays and the communication issues you have experienced.
  As a consolidated moving company, delays can sometimes occur due to unforeseen logistical challenges, and we sincerely apologize for the impact this has had on you and your family. We understand how difficult it must be to be without essential items, and we are committed to resolving this situation as quickly as possible.
  We can now confirm that all shipments to Saskatchewan, including yours, are scheduled to leave Toronto on Monday, December 23rd. The transportation time is approximately four days. Once the driver is en route, they will call you a day in advance to provide an exact delivery date and time.
  Please accept our sincerest apologies once again for the delays and any unprofessional communication you may have encountered. We are actively working to ensure the remainder of your experience with us is smooth and satisfactory. If you have any further questions or concerns, please do not hesitate to reach out.
  Thank you for your patience and understanding.

  
  Best Regards

  Customer Answer

  Date: 28/12/2024

  
  Dear Pegasus Vanlines,

  
  I am writing to formally request a refund of $100 that we were required to pay to the delivery driver today. When we initially contracted your services, we were assured that there would be no additional fees after paying the upfront cost. This was a key factor in our decision to proceed with your company, as you explicitly stated there were no hidden charges.

  
  However, despite this assurance, we were unexpectedly charged $100 upon delivery. This situation is particularly disappointing, given that we had already waited nearly a month for our belongings to arrive.

  
  I respectfully request a refund of the $100 we paid today, as this charge contradicts the terms that were promised to us. I trust you will address this matter promptly and honor the commitment made during our agreement.

  
  Please let me know if you require any additional information to process the refund.
  
  
  
  

  Business Response

  Date: 09/01/2025

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

  Thank you for reaching out to us regarding your recent delivery. We appreciate the opportunity to clarify the situation and provide further details.
  While we understand your concerns, we would like to address the additional $100 charge you incurred at delivery. Even though the moving cost was fully paid upfront, certain fees—such as charges for stairs, long carry, or unbooked elevator access—are assessed at the delivery location. These charges are not included in the initial invoice because they depend on the specific conditions present at the time of delivery, which we can only evaluate upon arrival.
  We want to assure you that this policy is clearly outlined in the contract you signed. It states that additional fees may apply in such scenarios. As these terms were agreed upon prior to the move, we regret to inform you that we are unable to process a refund for this charge.

  Best Regards. 

• Initial Complaint

  Date:01/11/2024

  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.

  September 26/2024 moved out of old place. Workers (companies subcontractors) damaged the walls and dirtied the carpets in the property. Tried to file a complaint as per their manager saying that it should be covered and their claims department just got back to me Nov/1st/24. Saying it's not covered by their policy! I filed the claim on October/30/2024. I can provide the invoice.of damages and clean up as per previous property management company.

  Business Response

  Date: 05/11/2024

  Hello,
  
  Thank you for bringing this to our attention, and we apologize for any inconvenience caused by this situation.
  
  We understand your concerns regarding the property damage on September 26, 2024. Unfortunately, our insurance coverage applies exclusively to the household goods that we transport and does not extend to any structural elements, such as walls, floors, or carpets, within properties. This limitation is in line with our policy terms.
  
  While we strive to ensure that all movers operate with the utmost care, incidents like these are not covered under our current policy.
  
  We apologize again for the inconvenience and appreciate your understanding.
  
  Best regards

  Customer Answer

  Date: 05/11/2024

  I am rejecting this response because: That is unacceptable. Your insurance being a moving company should cover damages to the walls and the carpets. I never made them your movers did. That is not right. I used to work for a moving company and they covered stuff like this. 
  
  
  

  Business Response

  Date: 06/11/2024

  Dear Mr. *************,
  
  Thank you for your response.
  
  We understand your concerns regarding the damages; however, as outlined in the contract you agreed to and signed, we do not cover damages to walls or carpets as part of our insurance policy. While we strive to handle all items and premises with the utmost care, this coverage limitation is standard in our terms and conditions.
  
  If you have further questions or need clarification, please refer to the contract.
  
  Best regards.

• Initial Complaint

  Date:31/10/2024

  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 phoned for a moving quote.
  
  I was informed it was 1500 to Edmonton, and 2300 to Grande Prairie.
  
  I agreed to the price.
  
  They were 12 hours late picking my items up on Friday September 27th.
  
  I was told my items would be shipped to Edmonton to be held in a storage facility there with 4 weeks free storage, and then I could pay for additional storage if needed until I needed my items shipped to Grande Prairie.
  
  After a week I was informed my items were in a storage unit in Toronto.
  
  On Thursday, October 24th I was informed with no notice my items were on a truck in Edmonton waiting for a delivery address for Friday morning.
  
  I informed the driver I was not available Friday morning but was available Friday evening or Saturday all day. He said they could put it in storage in Edmonton and we could get it delivered the next week.
  
  I phoned Wednesday Oct 30 to work out delivery and was informed it could no longer be delivered and I had to go collect my items in Edmonton.
  
  They have completely disregarded their contract and obligations. They **** about the shipping details and renaged on their initial contract.
  
  I was moving my ******** mother across country and the added stress of not being able to recieve her belongings has been extremely detrimental to her ******.
  
  I paid for the move to Grande Prairie, they did not follow the procedure they told me they were going to, and now I have no way of getting her belongings to her in Grande Prairie.

  Business Response

  Date: 05/11/2024

  Hello,
  
  Thank you for reaching out and sharing the details of your experience. We understand the stress and challenges associated with moving, especially when coordinating the needs of a loved one.
  
  To clarify, we called you prior to shipping your items to Alberta, and you confirmed that you would be available to receive the shipment within the transportation timeframe of approximately one week. Based on that confirmation, we moved your shipment from Toronto to Alberta as planned.
  
  Our records indicate that upon the shipment's arrival in Alberta, we had not yet received your confirmed delivery address. When you did provide this information, our team scheduled the delivery. At that time, however, you informed the driver that you were unavailable to receive the items immediately and requested an extended free storage period in Edmonton. We want to clarify that our complimentary storage offer applies to our primary warehouse in Toronto, and we unfortunately cannot accommodate extended free storage at other locations.
  
  As a consolidated moving company, our schedules are optimized for coordinated deliveries rather than individual timelines, and we are unable to delay deliveries beyond the set timeframe once they are on route. Because our team arranged for temporary storage in Edmonton due to your unavailability at the scheduled time, your items are now accessible for pickup at no additional charge. We will also be refunding the destination surcharge for Grande Prairie in acknowledgment of this adjustment.
  
  We apologize for any miscommunication that may have contributed to this situation and understand the difficulties you have faced. If there is anything further we can clarify, please let us know.
  
  Thank you.