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:02/11/2022

  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.

  October 21, 2022
  
  I needed movers from Toronto to Newmarket to delivery free tables offered on Market place. I called Torex Moving along with many other companies. I went with them as they were the cheapest, or so I thought. My understanding was $145 all inclusive for the 3 hours and in fact it was $145/hour. To save the spot I sent them an etransfer as directed for the deposit they requested of $200. After they received the transfer they sent the contract and I noticed the "PER HOUR" and called them immediately. This all happened within 10-15min. NO SERVICE was provided, NO CONTRACT was signed, I Cancelled immediately on the phone as that was too expensive for me and now they are not returning my $200 deposit. They sent me the recording where the guy says at the beginning per hour and on that same recording you here me confirm and repeat myself a few times saying $145 all inclusive for the 3 hours no extra charges and the guy keeps confirming yes. They have one nice lady that picks up the phone that understood and even said if it was her call she would return the money because it isn't right what they are doing but head office said it was explained properly and now they are keeping the deposit. I had to get other movers for literally the deposit price to delivery my tables and now I am out the $200 from Torex Moving. They refuse to return it or now even return my calls. I left a message today 11/02/2022 and sent an email to no avail. I am a single mother, $200 is not penny change, and these days every penny counts. ** *** *** **** ******* ** ** ***** ******* **** **** ** **** ****** *** **** ****** ** **** ********. This isn't right!! I will go to authorities if this isn't resolved.

  Business Response

  Date: 04/11/2022

  Yes, we do have a phone recording, where you've been clearly explained the terms and conditions and you agreed to them. Please reffer to 35-39th second of the conversation. The deposit is non-refundable when the client cancells the service on their end, because we had to hold the time slot for you and didn't book other customers for that day and time. 

  Business Response

  Date: 04/11/2022

  Yes, we do have a phone recording, where you've been clearly explained the terms and conditions and you agreed to them. Please reffer to 35-39th second of the conversation. The deposit is non-refundable when the client cancells the service on their end, because we had to hold the time slot for you and didn't book other customers for that day and time. 

  Customer Answer

  Date: 04/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  This entire conversation, transaction and transfer happened with minutes. Not days nor weeks where a small scale booking would loose your company money. You had available people at the end of the day and it wasn’t going to be immediate. If you clearly hear and listen to my reply on the message I keep repeating myself!!!! my understanding of the 3 hours being all inclusive, no other charges or admin fees. Never after I am repeating myself multiple times do you correct me and  say it is $145 is per hour!! Why is that??? I got the tables moved for $200 for goodness sake, why on God green earth would I pay $145 *3 which would be $435 plus taxes!!! For two tables!! That makes no sense. 
  

  The time stamp on the contract is well well after my transfer being sent. The contact was never signed as it was an immediate cancelation again within minutes!!! You as a company have lost nothing. I, as a single mother am losing $200 out of my pocket.
  

  I will only accept a full refund. Your company and team know what is the right thing to do.

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

  Customer Answer

  Date: 04/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  This entire conversation, transaction and transfer happened with minutes. Not days nor weeks where a small scale booking would loose your company money. You had available people at the end of the day and it wasn’t going to be immediate. If you clearly hear and listen to my reply on the message I keep repeating myself!!!! my understanding of the 3 hours being all inclusive, no other charges or admin fees. Never after I am repeating myself multiple times do you correct me and  say it is $145 is per hour!! Why is that??? I got the tables moved for $200 for goodness sake, why on God green earth would I pay $145 *3 which would be $435 plus taxes!!! For two tables!! That makes no sense. 
  

  The time stamp on the contract is well well after my transfer being sent. The contact was never signed as it was an immediate cancelation again within minutes!!! You as a company have lost nothing. I, as a single mother am losing $200 out of my pocket.
  

  I will only accept a full refund. Your company and team know what is the right thing to do.

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

  Business Response

  Date: 08/11/2022

  An all inclusive plan, that was clearly explained to you, means that it's $145/per hour rate and it includes all in it : labour fee, administration fee and transportation. 3 hours minimum. Acording to the distance that we'd have to drive for your service, it would have taken 3 hours anyways. You were never given a flat rate and you are clearly agreeng with a price of 3 hours minimum in the phone recording that we have. 
  It seems like you just found a cheaper company, After you already signed up with us and you're trying to get back the non-refundable deposit now from us. The best thing that we can do for you is to issue you a store credit of $200 for the future services. 

   

   

  Business Response

  Date: 08/11/2022

  An all inclusive plan, that was clearly explained to you, means that it's $145/per hour rate and it includes all in it : labour fee, administration fee and transportation. 3 hours minimum. Acording to the distance that we'd have to drive for your service, it would have taken 3 hours anyways. You were never given a flat rate and you are clearly agreeng with a price of 3 hours minimum in the phone recording that we have. 
  It seems like you just found a cheaper company, After you already signed up with us and you're trying to get back the non-refundable deposit now from us. The best thing that we can do for you is to issue you a store credit of $200 for the future services. 

   

   

  Customer Answer

  Date: 09/11/2022

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

  1. You are not a "store" You are a moving. A FULL REFUND is needed.
  
  2. This entire transaction happened with minutes and you received my e transfer WELL BEFORE you sent off the quote for delivery. If I would have waited to receive the contract, I would have never sent the e transfer as I would have seen the PER HOUR charge. Listen to the recording!!!! I keep repeating myself and you NEVER correct me. I trusted you, misunderstanding or not you know what you are doing isn't right.
  

  3. The florist shop I was at gave me her contact. For your information, Right after I spoke to you they called me and I told them I found someone which was you guys. Again all happening within minutes. I can go through my phone records for time stamps to prove it. After I received your EMAIL QUOTE I immediately called and cancelled with you and requested the refund. I looked stupid calling the other guys ask for a price when I just told them I had someone and from there look stupid explaining what happened and ask if he could still come pick up the tables. BTW they took no money up front!!

  4. That moving company even said I would never get my money and he has seen these ***** go on for way to long. I told him I believe there's still good people out there. Waiting to see who is right in this case.
  

  You're not loosing out at ALL as a company. ****** ******** **** **. I am losing out here.

  Please refund me my $200 immediately. This has gone on way to far and needs to be resolved.
  

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

  Customer Answer

  Date: 09/11/2022

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

  1. You are not a "store" You are a moving. A FULL REFUND is needed.
  
  2. This entire transaction happened with minutes and you received my e transfer WELL BEFORE you sent off the quote for delivery. If I would have waited to receive the contract, I would have never sent the e transfer as I would have seen the PER HOUR charge. Listen to the recording!!!! I keep repeating myself and you NEVER correct me. I trusted you, misunderstanding or not you know what you are doing isn't right.
  

  3. The florist shop I was at gave me her contact. For your information, Right after I spoke to you they called me and I told them I found someone which was you guys. Again all happening within minutes. I can go through my phone records for time stamps to prove it. After I received your EMAIL QUOTE I immediately called and cancelled with you and requested the refund. I looked stupid calling the other guys ask for a price when I just told them I had someone and from there look stupid explaining what happened and ask if he could still come pick up the tables. BTW they took no money up front!!

  4. That moving company even said I would never get my money and he has seen these ***** go on for way to long. I told him I believe there's still good people out there. Waiting to see who is right in this case.
  

  You're not loosing out at ALL as a company. ****** ******** **** **. I am losing out here.

  Please refund me my $200 immediately. This has gone on way to far and needs to be resolved.
  

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

  Business Response

  Date: 26/11/2022

  1. Yes.
  We are not a Store, but we have our own Refund Policy. The Deposit is non-refundable if the client is cancelling on their end and that was explained to you. 
  
  
  2. We can attach the recording if necessarly. You was clearly explained that the package that you’ve selected is All inclusive - mening that it is $145/per hour - includes 2 movers nd a trusck. 3 hours minimum. We also had another package for you : $90/per hour for 2 movers plus $250 for the truck plus $120 admin fee. But You prefered the first option : $145/per hour. All inclusive : 2 men and a truck. 3 hours minimum. 
  
  3. We don’t know what happned to you after you booked a service with us… Maybe your neigbour offered you  to move your stuff for free, or someting else had happened… e.t.c. But we already reserved a Spot for you at that point and we cancelled on another client because of keeping that spot for you only. 
  
  
  4. We don’t really care what another movong comapny said. We have our own return policy. The deposit is non-refundable, when the client cancells the service on their end. 
  
  
  
  
  
  

  Business Response

  Date: 26/11/2022

  1. Yes.
  We are not a Store, but we have our own Refund Policy. The Deposit is non-refundable if the client is cancelling on their end and that was explained to you. 
  
  
  2. We can attach the recording if necessarly. You was clearly explained that the package that you’ve selected is All inclusive - mening that it is $145/per hour - includes 2 movers nd a trusck. 3 hours minimum. We also had another package for you : $90/per hour for 2 movers plus $250 for the truck plus $120 admin fee. But You prefered the first option : $145/per hour. All inclusive : 2 men and a truck. 3 hours minimum. 
  
  3. We don’t know what happned to you after you booked a service with us… Maybe your neigbour offered you  to move your stuff for free, or someting else had happened… e.t.c. But we already reserved a Spot for you at that point and we cancelled on another client because of keeping that spot for you only. 
  
  
  4. We don’t really care what another movong comapny said. We have our own return policy. The deposit is non-refundable, when the client cancells the service on their end. 
  
  
  
  
  
  

  Customer Answer

  Date: 26/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  We have gone back and forth and literally all this is getting old. 
  

  This entire transaction happened within 20min and you said you had no one else booked. Now you’re coming up with another story about you cancelling on a client??? Come on!

  I canceled on you immediately after seeing the email with the contract. If I would have waited to get the contract I wouldn’t be in this position now as the etransfer would not have been sent. 
  

  Please refund the full amount. 

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

  Customer Answer

  Date: 26/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  We have gone back and forth and literally all this is getting old. 
  

  This entire transaction happened within 20min and you said you had no one else booked. Now you’re coming up with another story about you cancelling on a client??? Come on!

  I canceled on you immediately after seeing the email with the contract. If I would have waited to get the contract I wouldn’t be in this position now as the etransfer would not have been sent. 
  

  Please refund the full amount. 

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