Troy Transportation Moving and Storage
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I had a very good experience with Convenient Moving Services. I needed to move from a basement to a condo and came across...Ruthina from York 1
Reviews for Troy Transportation Moving and Storage
I chose Troy Moving for my move based on positive reviews on this site, but I totally regret that decision. I've moved provinces a number of times and this is by far the worst experience I've had. First of all, if you live in an apartment and need to book an elevator, forget about using them. Even though I booked them 3 months in advanced, they only confirmed a time for my move late in the afternoon the day before. That left almost no time to get an elevator booking slot from the property manager. On the day of the pickup, the movers never showed up during their scheduled window and never called to provide updates of whether they were actually going to show. It took repeated calls to their offices to find out why they didn't show up. In the end they showed up 4 hrs late with no apology. You can imagine the stress of not knowing if they would show up and whether I would have to book with another mover last minute if that happened. The delivery was also late by 4 hrs with no phone call to update. The second issue I had was the hidden fees. They revealed to me after they had already loaded all my belongings into their truck that they were going to charge an extra $100 because they thought they had to carry my things too far. Short of living in a bungalow with a driveway up to the front door, I can't see how you could avoid this fee. Because of their delays in scheduling my time, they almost didn't get the use of the elevator. I'm sure they would have charged me extra for stairs if that had happened, even though it would have been their fault. They also tried to charge me another $120 for a warehouse handling fee which I managed to get taken off after arguing with them. Finally, these movers do not care about your belongings. All my boxes were in good condition when I let them pick it up. Upon delivery, I'd say 40% of them were either crushed, dented, or had a rip or gash in them. They had no respect for which direction was up on the boxes as most of the boxes were stacked either upside down or on it's side. I lost a lot of plates, glassware, tupperware, and picture frames because they were either crushed or shattered. I had glassware in the original retail box clearly labelled that was either dropped or crushed as it was nothing but glass shards when I opened it. Even electronics in their original retail boxes were flipped upside down, even though it was clearly marked which way was up and so much weigh was piled on top of it that the styrofoam inserts inside the boxes were cracked. Luckily the items inside still survived. Brand new mattress bags were completely full of rips and holes and the mattress was smeared with dirt through every rip. My bookshelves were all scratched and chipped from their handling. Overall, I was very unsatisfied with this move and would not recommend them to anybody.2 of 2 people found this review helpful.
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I chose this company for my move from Quebec to Nova Scotia because I saw good reviews on this site and other locations back when I was checking it out. I wish more people like Allison below had spoken up so I would have avoided them. Lets start at the beginning. The office staff are very nice, but kept getting our names and information wrong. Should have taken this as a sign of bad times to come. They also didn't send anyone to do an estimation, if they had, they would have realized my 3 bedroom place had been toned down to a 2 bedroom place, and might have been more intelligent about how they dealt with things. Our pick up occurred at 8:30-11:30 at NIGHT. The estimate was done on the spot, by some guy who was half-awake. The pick up movers were professional enough, but they were being dodgy about things. There was no weigh scale from before our pickup. The process went quick enough, but slowed down when one of the guys simply just had to sleep from exhaustion. Now come the hidden fee's they won't tell you about. Expect them to toss on 300-600$ onto your move because you didn't wrap things properly, or because they have to extra wrap/box some stuff. If you want to avoid this, make sure everything is wrapped and bagged properly, that your own TV's have protective blankets over them, etc etc etc. Also, label your own stuff, they'll use adhesive tape which will be a pain to get off during unpacking. Regardless, these are hidden fee's, because they weren't upfront about them even possibly happening. Next, during pick up, photo-graph your stuff. If they say it's "damaged" in any way (like a minor scratch or even some wear/tear), PHOTOGRAPH IT. MY fear with what happened next is they'll claim these massive gouges to my stuff was my own doing at pick up. No person in their right mind would pay to move those damaged things when they can just go to an Eco-center (Quebec) and drop it off for free! Going back to the office, whomever was responsible for doing the scaling was out sick - so they attached some 3 1/2 (7000lbs) ton scale to my 2 bedroom load that probably weighs closer to 5000lbs (2 1/2 tons). Also, they fail to invoice me in time, so my stuff doesn't get shipped out to me that week. Now I'm waiting a whole extra week for my stuff to arrive! Hurrah! When I get my invoice, I know immediately the scale is wrong, because this isn't my first city to city move. They try to assure me value is correct, and take over a day to find my weight scale before/after to send it to me for verification. The scales I get would have had to make the truck travel through time for them to be possible. Dated the next morning at 7am is when my scale happened in Toronto, from Quebec City. It would be impossible for those guys to pull that trip and get my stuff unloaded/loaded for a scale 7 hours after they left my place. In case you didn't google map it, it's a 9 hour drive minimum. Finally, the staff there had to admit some error, and offered to rescale my goods once they loaded it to a truck, and re-invoice me. Well, the rescale came back lower, but was still pretty high (5900lbs instead of 7000lbs). Still felt like some fishy business was going on, because they again failed to send me any weigh scales showing the differences of before/after. I still haven't gotten any scales receipts backing up my weights. At this point, I'm now 2 weeks out since they've picked up my stuff, and waited 2 weeks 1 day for my delivery to finally happen. The nitemare gets worse. I pay to have my stuff start coming off the truck, because that's how the system works. They hold your stuff ransom. It's damaged, it's scratched up, it's gouged down sides, some pieces are completely destroyed. Fragile boxes are flipped upside down, and underneath heavier items. My washer/dryer are stacked on top of each other hap-hazard, and suffered damage. They are unloading stuff from the truck that isn't mine, because it would appear someone else's stuff is mixed in with mine. So great! My instincts about the weigh scales being wrong are probably on the money again. They've got random items mixed in there to increase the weight. Fortunately I got some pictures of it, but that's just wrong to do. There's no Ikea down here, so we picked up some new stuff before the move to bring it down - most of it is damaged, scratched, gouged up and looks like garbage now. My wife was outside checking off the inventory, and was at points crying because of the damage to our stuff. I am now doing double duty of directing a trio of movers who only have a rudimentary understanding of English (not sure what language they even spoke) who were not professional at all. It smelled as if they had been drinking prior to the job. My second job was going around and taking pictures of the damage being caused to both my house and my stuff. I then had to play mediator because the driver of the truck was getting rude with my wife who was crying about the damage. The movers get progressively more sloppy - a short list of the stupid things they did: - put my winter tires in my basement rec-room instead of the outside shed, it doesn't even make sense. - wouldn't/couldn't put my bed upstairs into the master bedroom, leaving me to relocate them - scratched my walls, scuffed my walls, and broke light fixtures in the house - delivered my washer and dryer into the wrong room, leaving it for me to relocate them - delivered the majority of our 30-40 boxes to the wrong rooms - pieces of bed were scattered across all the bedrooms, leaving us with a nightmare jigsaw puzzle in their wake to find everything - left things completely taped up and wrapped up in protective plastics instead of clearing it out. - extremely rude to my wife, who was admittedly, crying and emotional about the damage to our stuff. Still, you don't get rude with a woman who's crying about her stuff being broken. So at the end of the day, I over-paid for the weight of my goods, the majority of them broken, several boxes just destroyed, I have to check EVERYTHING for breaks now, photographing, filling in claim reports and I suspect I'll get more run-around from their super friendly staff in the office. For a moving company, I'll take extremely rude staff as long as they do their jobs correctly and not totally screw up their moves. I see a lot of flagged reviews down here that are hidden, probably mostly bad experiences. This isn't my first time using professional movers, but this would be the first move I ever have had one that went so disastrously. At the moment, I have to still go through the claims process. They've got some bad movers working for them right now, and they'll have a chance to address my damages and compensate me appropriately. Maybe they won’t, and so this review will stay here as a warning. At the moment, I would say - avoid this company, pay a little more and go with a more reputable name!! -Troy2 of 2 people found this review helpful.
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I really want to be able to say good things about this company, because everyone I dealt with was very nice and friendly. Unfortunately, friendly only goes so far. While the move could have gone worse, it could have gone much much better. There were problems with ever step along the way. They were late for every appointment - sometimes a few hours, once a whole day. I understand that things happen, especially in Toronto traffic, but there seemed to be more than traffic at issue. Delivery of my goods was actually five days late. The most frustrating part of that was that there was no communication with me about the repeated delays unless I initiated them. Responses were always prompt and polite, but it would have helped to have more information about the delays without having to chase them down. When the delivery finally arrived, the driver tried to make me pay for the delivery before unloading. He was unaware that the bill had already been paid, and that I had two separate delivery locations arranged. He was again very friendly, but there seemed to be some serious lack of communication between the driver and the office. There was also some pretty significant damage to some of my goods. I am waiting for my insurance claim to be processed now. I believe this is an honest company and am not worried about receiving the compensation. However, whether that happens in a timely manner is another matter. I am still awaiting a refund cheque I was told would be mailed three weeks ago. One other unpleasant surprise was the final cost. I had an in-home estimate in order to have the most accurate price to work with. I know that this is only an estimate and expected some difference in the final price. However, the estimate of the weight was off by almost 4000lbs - which translates to about $2000, a huge difference in cost. Overall, this was a pretty negative moving experience. I have moved many times and have used home movers over a dozen times. I have never been as frustrated with a moving company as I have been with this one. Update: I would like to respond to the company response. The delay was actually 5 days, not 24-48 hours as the company claims. I did receive a refund of $150 to help offset the cost of my extended hotel stay (an additional $500 on top of the cost of the first 7 days which I had budgeted for based on the delivery time frame I was given). I did appreciate this gesture, and this goes to my previous statement that I do think this is a fundamentally honest company. As for the size of the move, it was much larger than the estimator had reported, but that was due to his extremely low estimate. Nothing was added to the inventory between the estimate and the move, and in fact I had actually decreased my belongings to a small extent.2 of 2 people found this review helpful.
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- Company Response:
- Dear Allison, Thank you very much for your recent move with Troy Moving. We provide an estimated time of delivery for a shipment that it going across the country. The departured of the goods was on time, however the delivery was only 24-48 hours delayed. We have provided a refund/discount towards that to you which you have accepted and cashed. We would like to again apologize for any delays, but sometimes those happen and are beyond our control. The quote that was also provided was based on the information that we received. When the movers arrived for the move the move turned out to be much larger than originally indicated as the inventory was more than double. The cost is based on the actual weight of the shipment. We are happy to address any further issues that you may have with the move. Please contact our office directly. Troy Moving appreciates your business and honest review. Troy Moving and Storage Team
Our recent move from Edmonton to Ottawa was overall a very good experience. Troy's costumer service was excellent, both Alice and Naomi were great, always responded promptly to our emails. The only slightly negative comments I have to make is that a different company came to pick up our stuff in Edmonton (since Troy doesn't have an Edmonton location) and we had to pay an extra charge for stairs (not a huge deal, but we would've liked to know in advance). On the other hand, once in Ottawa we were not charged for stairs which was great. The other thing was that some pieces of furniture were slightly damaged. Overall, I would recommend Troy to anyone!4 of 5 people found this review helpful.
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- Company Response:
- Dear Azeret, Thank you very much for your recent move with Troy Moving and Storage. We appreciate your business and feedback. We do inform all of our customers of any possible charges that occur during the move. We do that in hopes that all possible charges could be advised the customer so that surprises could be avoided. We thank you for your understanding an wish you all the best in your new home. Troy Moving and Storage Team
I was very pleased with the staff and overall services provided by Troy transportation. Alice had alleviated my stress by taking care of my move from Kitchener to Montreal. I was very pleased with her prompt responses to my emails and phone calls. The movers were very professional and efficient. I had no damages to any of my item. I highly recommend Troy transportation. I have chosen them again for my parents' move from Milton, ON to Calgary, AB.4 of 5 people found this review helpful.
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We consider our recent move from Cambridge to Canmore an overall good experience. If in the future we needed to do another move we would definately be in contact with Troy Transportation. We considered many options for this move prior to committing to Troy and we are glad that we went with a full service provider. The only damage we had to our goods was caused by improper packing which we did ourselves, so no fault on Tory's behalf. The only area in which we could suggest an improvement in their service is in communication with us after the shipment had departed. Due to unforseen circumstances this shipment did not move on the dates as originally planned and these changes where not relayed to us in a timely manner. Other than this minor issue we found all the staff at both ends of move and in the Toronto office very professional and pleasant to deal with. Overall, a job well done :)4 of 5 people found this review helpful.
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- What could this company do to improve their services?
- Communication after the contract has been signed could be improved. Due to the unforseen circumstances in this move the details of the original contract did not flow thru to your delivery team in AB. This caused some delay and frustration to them on arrival in Canmore.
- Any advice to offer fellow homeowners facing a similar project?
- If you are going to do your own packing, pack like you have never packed before. When packing consider that all of your packages (fragile ones included) will turned upside down, stood on end or on it's side and be stuffed into any opening that is available to create a tight load on the truck. Pack all the contents in the containers really tight and expect any rectangular container to be stood on end.
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