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:18/09/2024

  Type:Service or Repair 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.

  1. I hired Let’s Get Moving Company for moving from Martensville, Saskatchewan to Saskatoon, Saskatchewan.
  2. The move date was September 27, 2023.
  3. The move was scheduled by ***** *, (phone number: * ***** ******** and email ****************************** the sales consultant of Let’s Get Moving from the Ontario office. At the time of booking the move, ***** assured me that Let’s Get Moving is a very professional company which provide services through experienced professional movers.
  4. ***** also assured me that the movers will have shrink wrap and blankets to wrap my furniture.
  5. ***** told that I would be charged by an hour. To begin with the movers spent about 15 minutes looking for the house even though they had the complete address of the house.
  This is to add to the bill.
  6. Next the two movers who were university students told us that they are new to this and do not have experience in moving. For one mover, it was his first move. The other one
  had very little experience with the moving.
  7. Both movers had difficulty in handling and parking the truck and it took them very long just to park the truck. This added to the time charged to me for moving.
  8. The move that would have taken 6-7 hours took about 12 hours.
  9. Additionally, at the time of booking the move ***** told me that the service will include shrink wrap and blankets to wrap my furniture and other items to protect them from
  damage. However, the movers had insufficient supplies which left them with no material to wrap my furniture and caused damaged to my furniture.
  10. Due to the lack of experience, the movers took much longer than normal to assemble and unassembled my furniture and to load and unload the truck. This cost me more than the double amount. **** *** * ***** ** ***** *** ****** ** **** ***** ************ **** *** **********
  11. Not only that the movers damaged the driveway and part of the garage of my brand new 2021 house the way they parked the truck and ran trolley and cart over it.
  12. I immediately informed ******** of the Saskatoon office regarding my damaged nightstands, accent chair and the damaged driveway and truck.

  13. ******** offered to pay only $****** (TO THIS DAY THEY HAVE NOT SENT A PENNY FOR THE DAMAGE) for the damaged chair and nightstands though they were more expensive but did not communicate to me regarding damage to the drive way and garage. She stated. “I’ll have the operations person on duty to give you a call.” When no one called, I sent emails to the ***** and left voicemails to call back. Finally after several calls and emails, I spoke to ******* **** (phone number: ***** ********) and email ********************************* She asked me to fill a claims form and send all the pictures and information.

  14. I sent her all the pictures and videos of the damages not oncee but a few times.
  15. On October 17, 2024, I received a harassing and threatening call from a person who identified himself as the manager of Let’s Get Moving. When I asked his name, he stated
  that his name was “******** **.” He was extremely rude and harassed and threatened me for filing a claim and said that I would only get $***** for the damages and hung up the phone ***** ***** ******** ********
  16. His tone was such that ** ***** **** ** *** *** ******* was to threaten and intimidate me for filing a claim for damages.
  17. I made a complaint about him but to no avail. I kept asking for the headoffice or the company’s owner’s information and I called all the locations in Canada for the same but
  no one provided me that.
  18. After that, ******* **** *** *** ******** ***** ********** ******* ** *********** ******* *** She kept asking me for videos and pictures which I kept providing. One day she would say I will get $******, one day she would say I would get none. Initially ******** said I would get $******.My damage is much higher than that and I have not received even a single penny to this day.
  19. I complained about Let’s Get Moving to the ******** *********** ** ****** who advised that Let’s Get Moving is not currently their member since their membership lapsed over 4 months ago. However, they advised me. “We let them know that we’d made a record of this matter.”
  20. They advised me to contact the ******** ** ******** ********. I complained to the ******** ** ******** ********. They also advised me that they have made a record of this complaint in the system and asked me to contact Better Business Bureau.
  21. ******* ****** *** ***** ** *** **** ** * ****** ******** Let’s Get Moving caused me emotional, financial and health damage.
  22. Let’s Get Moving sold the services they promised experienced and professional service, experienced and professional movers, provision of blankets and shrink warp, professional moving, floor runners to protect the floors and dismantling and assembling furniture. None of their promises were true. They promised to cover my damages but instead of doing that they harassed, threatened and intimidated me through the manager who called himself ******** **** *** ********** ******* **** kept asking me for pictures and videos giving me the impression that my damages would be covered but did not give a penny.

  23. The movers were inexperienced and they took almost more than double the time to complete the move, they were not trained to park and handle the truck properly, they did
  not have enough shrink wrap, blankets and floor runners. They took an extremely long time to assemble and dissemble the furniture and damaged my furniture, and pristine
  drive-way and garage of a new 2021 home.
  24. *** ********* ******** ******** *** ** **** ********* *** ********* ********* ***
  *********** ** *** **** * ***** *** ******** 

  25. *** ********** ******* **** ******** *** ** *** ******** She made me send her pictures and videos again and again of the damages and till today have not paid a penny in damages.
  26. I am seeking your assistance in the matter and to create awareness for the public ** **** **** **** ********** *** ******* **** ** ***** *** *******
  27. I am seeking refund of the amount I paid to them. I am seeking money for damages to all the furniture, driveway and garage. * ** ******* ******* *** *** ********* ****** *** ****** ****** ** ***** *** ****** ****** *** ********* ********** ******** ****** ******* **** *** ******* ************* ******* ******** *** ********** ********* *** ******** *** ** ******** **** ********

   

  Business Response

  Date: 23/10/2024

  Subject: Response to Complaint Filed by Ms. ****** *******
  
  Dear ** *********
  
  Thank you for contacting us regarding the complaint submitted by Ms. ****** *******. We appreciate the opportunity to provide a detailed response and to clarify the points raised in her submission.
  
  1. Compensation of $***
  While Ms. ******* initially rejected the offer of $*** as compensation, she later agreed to accept this amount. The payment of $*** was processed and sent to her on August 17, 2024, as reflected in our records. For your convenience, * **** ******** * ********** ********** *** ************** ** ********
  
  2. Allegations of Threats by Our Manager
  We take such allegations very seriously and have conducted a thorough review of all recorded interactions between Ms. ******* and our team. Our records show no evidence of any threats made by our manager or any other staff member during these conversations. All calls are recorded to ensure compliance with our professional standards, and we are confident that no inappropriate conduct occurred.
  
  3. Claims of Harassment by “******** *”
  The assertion that Ms. ******* was harassed by a manager identified as "******** *" is unfounded. As mentioned, all customer interactions are recorded, and upon reviewing these communications, we found no evidence to support her claim of harassment.
  
  4. Adequacy of Moving Materials
  We take great care in ensuring that all necessary materials, including blankets and shrink wrap, are available and properly used to protect our customers' belongings during the move. In this instance, our movers had all the required materials, and they were employed as intended. Any suggestion to the contrary is not reflective of the actual events.
  
  We hope this response addresses the concerns outlined in Ms. *******’s complaint. We remain committed to resolving this matter fairly and transparently. Should you require any further information or clarification, please do not hesitate to reach out.
  
  Thank you for your attention to this matter. 
  
  ********

  Customer Answer

  Date: 02/11/2024

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

  See Response to each paragraph of Ms. ******** of the Moving Company

  Response to Paragraph 1, titled Compensation of $***: 
  TRUTH: MISREPRESENATION AND CONCEALMENT
  BY ******** OF LETS GET MOVING SASKATOON
  
  The
  movers damaged my driveway and garage in addition to causing damage to my
  furniture and decorations. I still am and was seeking compensation for the
  damaged driveway and garage as well. I wanted compensation for both given
  together. Ms. ******** misrepresents and conceals information that it was
  agreed that I would take $***.** and she would get back to me regarding my
  claim for damages caused to my driveway and garage. Ms. ******** very conveniently
  hides those emails and messages. * ** ********* *** **** ******** **** *** ***** ***** *** *** **** **** *** * ** **** ********* *** ***** ************* ** ***** ******* ******** ******** *** *** *** ********* ** **** ***. Concealment
  and then not getting back to the customer is neither ethical nor professional. *** ******** **** ******** *** ****** **** *** **** ****** *** **** ***** * **** ***** ** ******* ******** **** *** **** ** ********* *** **** **** ******* *** ***************** *** *********** ** *********
  
  

  Response to Paragraph 1, titled, titled Allegations of Threats by Our Manager:
  TRUTH:MISREPRESENATION AND CONCEALMENT BY
  ******** OF LETS GET MOVING SASKATOON
  
  In
  this paragraph, Ms. ******** again is misstating. I had witnesses who heard my
  conversations with the various representatives of Let’s Get Moving. * ** ********* ***** ************** ********** ******** *****  ********** *** ******** In one the emails, he
  apologizes as well. The harassment was to such an extent that I had to ask that
  ******** *** does communicate to me. He called without revealing who he was
  stating that he was ******** **” and started harassment and threats. ****** *** ******** *******
  
  Response to Paragraph 3, titled Claims of Harassment by “******** *”:
  TRUTH:MISREPRESENATION AND CONCEALMENT BY
  ******** OF LETS GET MOVING SASKATOON
  
  In
  this paragraph, Ms. ******** again is misstating. I had witnesses who heard my
  conversations with the various representatives of Let’s Get Moving. * ** ********* ***** ************** ********** ******** *****  ********** *** ******** In one the emails, he
  apologizes as well. The harassment was to such an extent that I had to ask that
  ******** *** does communicate to me. He called without revealing who he was
  stating that he was ******** **” and started harassment and threats. ****** *** ******** *******
  
  Response to Paragraph 4, titled Adequacy of Moving Materials:
  TRUTH:MISREPRESENATION AND CONCEALMENT BY
  ******** OF LETS GET MOVING SASKATOON
  
  This
  is completely untrue. I have witnesses who were present throughout the time the
  moving took place. Two movers were sent. One of them stated that it was his
  first day in the job and he was a student and doing this to get money. He
  confirmed that he has no prior experience at all. The second mover was also a
  student and stated that he was new to the job. They admitted that they were not
  provided enough materials including tools and shrink wrap and that is the
  reason the furniture got damaged as they did not have the shrink warps to wrap
  the furniture. If they had the shrink wrap, the furniture would not have gotten
  damaged. They took triple or more than triple the time than professional movers
  to load, unload and to assemble furniture. This made the move very expensive. Again,
  the movers did not know how to handle the truck and they caused damage to my
  driveway and garage. The witnesses witness everything.
  
  RESPONSE TO FINAL PARAGRAPH:
  ********
  states, “We remain committed to resolving this matter fairly.” I would like
  this matter to be resolved as soon as possible. My proposition is that either
  the moving company repair the damage caused by the movers to my driveway and garage
  or they can get an estimate from a professional of their choice and pay me the
  amount so I can get it repaired.
  
  

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