I have never been more angry with a company in my entire life. My communication with Samantha at Greenland began in October. I had gotten a really good quote from them when I was looking to move my furniture and vehicle from Sarnia, Ontario to Edmonton Alberta. I wish I would have done my research. After the initial email I went ahead and booked with Samantha via phone, I paid my $100 deposit and was told that everything would be set up and that my pick up date was scheduled for Dec 22 and that two days before my pick up someone would contact me to confirm the pick up and set up a pick up time. I was also informed that the total cost of my move would not be charged to my credit card until after my goods were delivered. I contacted Samantha via email again to tell her that I no longer need my vehicle moved as we were now needing to drive. She informed me that the price of my vehicle would come off of the delivery fee. The day of the pick up, I called Greenland to see what time we should expect the movers and was informed someone on their end didnt schedule the move properly and that someone would be there on Monday (Christmas eve). After getting angry for the first time, someone called me back two hours after the inital conversation and said that someone would be there between 12-4. So I was happy again. The movers didnt arrive until almost 7pm that evening, with no contract. They loaded all of my stuff in the van, and afterwards told me that they did not have a contract for me to sign, so I just signed their itemized list. I hadnt heared anything from the company about when my delivery would arrive in Edmonton, but had been informed it would take approx. 7-10 days to arrive. Finally on Jan 10th, after numerous e-mails to Samantha, I recieved an email back stating the actual cost of my move, which was almost double what it was with a Vehicle and that the cost of my move had come off of my credit card, and that the delivery would be here in 6 days. Finally on Jan 18th, I phoned again to find out when my delivery would be coming and the girl who answered the phone didnt bother to actually check my file, she just promised me that my delivery would be here the following day and that someone would call me to confirm a delivery time. Now here it is Saturday jan 19th, No delivery, No phone call the night before, So again I phoned (by the way all of these phone calls are long distance, and costing me additional funds) the little girl who answered the phone informed me that my delivery would be here Sunday or Monday. I informed her that I work Sunday - Thursday and wouldnt be available for a delivery hence the reason I stressed getting it on Friday or Saturday. She told me that if no one is home to recieve the delivery my things would be put into storage, and that I will most likely be responsible for the cost of the storage. After getting quite upset with her she told me that she would make some calls and that I was to call back in 1 hour, because heaven for bid those people cant even so much as pick up the phone and call their customers. When I phoned back, surprise surprise no one answered the phone! I still have yet to see a contract, have not recieved any phone calls or emails stating when my delivery would actually arrive, but theyve have gladly taken my money, without completeing the services i was promised, and now by the looks of it, I will have to pay more money to have my stuff that they did not delivery in the time i was quoted put into storage and possibly have another moving company pick it up and deliver it. I cant believe there are business out there that actually treat customers this way. For anyone who is planning on moving no matter the distance STAY FAR AWAY FROM GREENLAND!! These people are very unprofessional] and as it stands right now, they have robbed me not only my deposit plus the price of my "move" but also my furniture. I will never again in a million years deal with this excuse of a company, and will never recommend them to Anyone.

On September 29, 2012, I contracted with Greenland Vanlines to move my household furnishings from North Bay, Ontario to Calgary, Alberta at a price of 52 cents per pound. I was assured by Samantha that this price was all inclusive and that there were no additional fees. Pick up was to occur on Friday, October 12th, 2012 and deliver was to be November 1st, 2012. The agreement was made with Samantha through e-mail and phone conversations. Original e-mails stressed that a weekday was needed so children wouldn’t be present on moving day. Subsequent conversations revealed that there was a 5% discount for government employees and that this would be applied to my account. On October 1, 2012 I paid a $200 deposit. I was informed that Greenland would call me 1 to 2 days prior to my move date to give me a specific time. I expressed concern over my 52” TV and was informed by Samantha that since this was the only item requiring additional packing that they would do it free of charge. On October 5th, 2012 I requested a copy of the contract from Samantha via e-mail that was supposed to be sent to me. I have never received a response to this e-mail. This was the beginning of the communication problems. On October 11th, 2012 at approximately 4:30pm (day before scheduled move) I had still not received a time from Greenland. When I called Greenland I was informed that my move date had been rescheduled to October 13th, 2012. A manager from Greenland apologized for their oversight and promised that I would be compensated for my final bill, which I was not. On October 13th, 2012, the movers (subcontracted, not Greenland employees) showed up. No runners were put down over the stairs which were beige carpet. This led me to having to borrow a vacuum and cleaning supplies after the movers left. I was informed that they needed to use 8 mattress bags to cover our mattresses and couches at a cost of $15 each ($120 total. When I said that there weren’t supposed to be any additional charges they said to take it up with Greenland. I was told that packing the TV would be $150 extra. Again I informed them that Greenland said that there would be no charge and again they said that they had no record of that and that I would have to take it up with Greenland. On October 18th, 2012 I called Greenland to give them my new address and ask what the weight and cost of my shipment was. I was told that they would have to look it up and would get back to me in less than an hour. I did not receive a return call. On October 20th, 2012, I e-mailed Samantha over several concerns. I mentioned the change in the pickup day and that I had not received any credit for this. I mentioned that I was charged $150 for the TV, even though she had said that there wouldn’t be a charge. I mentioned that my 5% discount had not been applied. Samantha has never replied to my e-mail. I eventually got a hold of her by phone and she said it would be taken care of. I wasn’t given my bill total. Greenland was unable to schedule my move in; instead they provide me with the contact number of their contractor and asked that I do it myself. I discussed with the contractor that I was getting my keys the evening of Thursday November 1st and would like to do the move in as soon as possible after that. I received a call at approximately 9am on November 1st, saying that they had a window of 2-5pm where they could deliver my stuff; otherwise it would be at least the eighth before they would be able to. I called my landlord and arranged to meet her at 12:30. I received a call from the contractor at 3:30pm saying that they were running late and asked me if I had cash for my move. I told them that I wasn’t told I needed cash or even what my bill was from Greenland. I was told that the final bill was $4,688.04. I went to the bank and withdrew the cash. I received a call from the driver at 5:30pm saying he was late but that they were still coming. The movers showed up at 7:00pm on November 1st, 2012. I pointed out several problems with the bill, no 5% discount, various extra charges, no credit for change of pickup and my deposit wasn’t credited. They said that that they didn’t care and either I paid in full or they drove away and I would be charged for an additional deliver and that he didn’t know when they would be able to come back. I was also told that I needed to sign the inventory sheets before he was opening the truck. I said that I wasn’t comfortable with that and wanted to do it after checked my items. I was informed that since it was late, that there wouldn’t be time to check things and that I had 10 days to check and file a claim. Again he said either I sign or he was leaving. As it was impossible to reach Greenland that late at night, I reluctantly signed but wrote on that a final inventory check had not been completed. I was informed that all boxes would be left on the main floor (even though they had all been labeled for a specific room) but that they would place furniture in the proper room. The 4 movers started to bring things in, they were quite quick which was good given the late time, but I was unable to check things off against the inventory listing. I lot of the furniture was wrapped, so the inventory numbers were removed when the blankets were removed. I noticed that the long dresser to our bedroom set was damaged and noted it on the inventory listing but didn’t get a chance to see most items. I called Samantha about the overcharges and asked that she refund them. She said to file a claim and that she didn’t want to discuss it. It took a long time to go through everything as the approximately 200 boxes were all put in one room and stacked to the ceiling. It quickly became apparent that my stuff was not in good condition. Boxes were ripped open, plastic Rubbermaid totes had been written on in permanent marker, the knobs on the dresser were bent and unable to be removed, office chair was missing a wheel, shelf had large chunks out of it (they were on the floor beside it, but unable to be repaired), treadmill was damaged and top was missing, table and chairs were damaged and table leafs were missing, couch was broken. I filed claims for nearly $2000 On November 11th, 2012. I was informed the next day that the process would take 2-4 weeks. On December 4th, 2012, Brock finally agreed to refund $401.20 for the $200 deposit and 5% discount that had not been applied. Funds were received on December 11th, 2012. On November 28th, 2012, Brock sent me a picture of the missing piece to the treadmill and asked if it was mine. I said that it was. He informed me that it would be sent that week and “within 10 days from its departure it will get there and our dispatch from Calgary will get in touch with you to schedule the delivery”. I’m still waiting and hoping that I will receive this, although my optimism decreases with each passing day. Again Greenland has failed to meet its commitment. On December 10th, 2012 I received a settlement offer from Brock for $200. I told him that the offer was unacceptable and I wasn’t accepting it. He informed me that Greenland was losing business due to a negative review that I had posted online. He offered to pay $400 if I removed the review. I asked if the ad contained anything that was factually inaccurate. He was unable to provide anything untrue about the review. He said that it would be sent via courier and received in 2 days. I reluctantly signed the settlement offer, stipulating in the document that if the $400 was not received by Friday December 14th, 2012 or if the treadmill piece was not received by December 21st, 2012 that Greenland would be in breach of the agreement. I still have not received either as I write this. - Greenland does not give a physical address anywhere - They requested that I remove reviews as part of the settlement process - They are numerous reviews that: they have flagged as inappropriate; were modified; were removed. This demostrates that they are trying to remove negative feedback to improve the image of the company

I booked a move from Toronto to Halifax in September and paid $200 deposit. Since then Samantha has not replied to any of my emails to give the time for pickup or to acknowledge my many phone calls. They did not show up on my pickup day! I've had to scramble to find another company to pick up my furniture. Sarah does not reply either. Stay away from this company.

I confirmed all the details of our move with Samantha by email – by the time I called to book and pay the deposit by credit card, we had sent 22 emails back-and-forth to specify and confirm the details (she made a sarcastic comment on the phone that I must REALLY like email). The only special request with our move was that we would be picking up some items at their storage facility in Scarborough as we would be living with relatives for a few months before moving to Kitchener – no problem, said Samantha. I was told that I would be contacted one week before the move-out day with the timeframe that the movers would be at our place on move-out day. I contacted Greenland by email and phone a few times that week before as I had not heard back, including two phone calls the day before – finally at 4:58PM the day before, I received an email from Samantha to tell me that the movers would be there between 8-10 the next day. The move-out in Calgary was great! The move-out company was a third-party so Greenland clearly outsources or contracts out their work – not a big deal to me as these guys did a great job. Right after the movers left, I emailed Samantha that: • “We separated all our stuff that we will be picking up from storage in Scarborough, but the guys said that they will be organizing that in Ontario. The items that we will be picking up are labelled with red dots - should I also send you a list of box numbers so your team in Scarborough can have these at the front of the storage space for our pick-up? • Regarding pick-up in Scarborough, how much notice do you need? We are planning to pick-up during the 2nd or 3rd week in August. • Regarding the final move to our home in Kitchener-Waterloo, how much notice do you need for this move? We are planning to move into our home in October.” I had to follow-up one more time before receiving a reply from Samantha, but on July 16th (almost 1 week later) I received a reply: “I will inform my warehouse manager about red stickers, Please let us know at least 2 weeks in advance. To move in Kitchener, ON please give us 1 week notice”. I asked Samantha for some information regarding the storage facility as my insurance broker wanted it for insurance purposes. Samantha sent me a reply the same day promised to reply with the information “shortly”. After 5 follow-ups, I finally gave up trying to get this information from her. On August 3rd, I gave Samantha more than 2 weeks notice to let her know we would be picking up the “red dot” items on August 20th. After 3 follow-ups, I was finally able to chat with Samantha by phone on August 15th – she told me that we would have to pay for 3 hours of time for the guys to pull-out our red dot items as they did not know and now everything was packed tightly in the warehouse! I sent her the email in which she said “I will inform my manager” and then she informed me that we had not paid yet so she couldn’t help us anyway – I told her that nobody had even contacted me to let me know how much we owe! She apologized and blamed the “accountant”. She then sent me a bill on August 21st that was $1000 overcharged due to extra fees and fees that were charged more than we agreed upon originally (good thing that I had everything in email, right?). Samantha’s email to me: “Please check the attach file, there will be additional fee for pick-up from our ware house! You did not mention anything like that to me we picked up your furniture on April 26th and you inform us with that information on July which your goods were already in our storage!” I sent her the emails that we had sent back-and-forth that proved otherwise, but that was the last I heard from Samantha, despite 13 follow-up emails and phone calls – at one time, after speaking with someone who picked up Samantha’s phone and asking for Samantha, I was put on hold – I waited for 10 minutes then hung up and called again – I let it ring for 12 minutes then someone picked it up and hung up! So besides having to cancel the cargo van I rented to pick-up these red dot items, I had to waste my time trying to speak with ANYONE at Greenland. I finally got through to Sarah and had to explain EVERYTHING all over to her. She updated a couple errors on the bill, but not everything – when I identified the items that were still wrong, she replied “I am aware of the charges and as I mentioned in my last email I WILL NOT BE REMOVING THESE CHARGES.” I sent her ALL the emails that Samantha and I had sent back-and-forth months earlier and finally Sarah relented except for the stair fee, which Samantha had assured me would not apply. I was too tired to fight anymore and waste anymore time so I just sucked it up and paid the $150 stair fee. I just wanted to schedule our move-in and be done with Greenland! We finally scheduled our move-in on October 15th (so we were without our items that we planned to pick-up for almost 2 months) and I was promised that we would receive a call on Oct 13th to confirm the time. To my surprise, we did receive a call on the afternoon of October 13th so that was exciting (sarcasm)! The move-in went well – only 2 dining room chairs were missing and another one was damaged. I dealt with Brock regarding the missing chairs and the damage claim and he was by far the most responsive employee (except once we settled – now I am not sure where he is ever since I asked him when I will be paid). On November 9th (three weeks after our move-in), the 2 missing chairs were dropped off. On November 19th I agreed to accept a settlement that paid for the repair of the chair (I had to find a furniture repair shop in Kitchener and drop-off and pick-up, but the settlement covered the charge from the furniture repair shop). However, it is December 3rd today and I have not received a reply from Brock yet to let me know when this cheque will be received – how this “accountant” at Greenland keeps his job, I am not sure. Overall, I am NOT impressed with Greenland to say the least – very poor customer service – they will say whatever they need for you to book and then once they have your stuff they fall off the face of the earth. It would not be fair to give them 0 stars as the movers that they outsourced or contracted to move-out and move-in were great – the 2 stars that I did award were really earned by the movers, so nothing that Greenland did themselves. I would not recommend Greenland.

My move from Halifax to Toronto, although exciting, had me quite concerned about whether I would receive my life possessions in one piece at the end of the move. I found Greenland Van Lines online, I liked their website and called for an estimate, the rates were competitive so I went with them. I found the staff to be quite knowledgeable and they clearly explained my options and the process involved in the move. I had many concerns and asked a lot of questions -they listened and guided me to the best solutions to suit my needs. The overall experience was amazing. I felt confident that my belongings were in good hands. On pickup day, the movers were on-time, professional, helpful, energized and pleasant- everything ran smoothly. My items were delivered within the estimated delivery time, and during that period I was given updates on the status of my shipment. This was the best part, because it showed they saw the importance of putting their customers first. I couldn’t be happier, everything arrived in one piece, and there was no damage to my possessions whatsoever. After all the work was completed, I got a call from their office just checking that everything went fine with the move, and they even asked how I was settling in. Needless to say I was thoroughly impressed – now this is what I call building a relationship and that more than anything is the key to improving the customer experience. I am happy that I chose Greenland Van Lines, the service was outstanding, and the staff was excellent; without hesitation, I would recommend them and use them again in the future.

the worst ever...moved from magog to victoria. on the contract they said belonging would leave toronto the 30th of october, arrive victoria 7 to 10 days later. I drove trought the hurrican, risking my life to get here on time. Steve called me on the 30th to tell me my stuff has left toronto. then Nathan told me while i was at my sister place in MN, nov 2 that my stuff was on its way. then sarah told me nov 6 when i arrived in vancouver that my stuff has never left toronto. well 3 weeks later, still camping. they could even said the trut to police and my lawyer. they will tell u anything just to get you off the phone. they put you on hold 15 min hoping u will hang up. we suspect that greenland vanline doesnt exist. it is actualy Capital moving, a terrible track record cie. when you look up at greenland vanline in the yellow page, they dont exist..their adress on web is a PO box...so where do they store your belonging? when the truck showed up in Magog, it was label Capital moving...the guys moved my stuff very good and were nice and professional..but they didnt secure my motorcycle as promised. i did pay and extra to handle it.. they told me it would be moved into a truck..but in fact in it is a container going on the train..wich i didnt want to. so once again, they told me stories i have called the canadian movers association and both cie are not members and they are know to hold belonging and ransom more money when they show up. their are known in the industry to be thiefs. i have now police involve and rcmp as they have my motorcycle and we dont know where my belonging are. and as they misrepresented themself..it is even worst. they are above the law these people cause they dont even show up in court when you take them. DO NOT HIRE THIS CIE EVER...IF YOU CARE FOR YOUR STUFF! i have check greenland vanline on the BBB...well they are not even a reference as they are not accreditated. and as they are Capital moving with a terrible BBB, they just created another cie. hire a cie who is accreditated with the canadian movers association and register with the BBB. all the positive review, are actually employees writing their own reviews...so dont believe what you read! i dont know how those people could sleep at night (sarah, samantha, nethan), avoiding telling the truth and playing with people life. dont trust anything they tell u prior..signing up with them would be like signing up with the devil... dont be stupid like i was...if you are rushed like i was, pay more with other big reputable cie

I had a very good experience with this company. Went through the process of quoting with quite a few different companies for our move from Oshawa to Vancouver and felt secure in not going for the lowest bidder. These guys were on time and handled all of our belongings with care. The movers were courteous and professional. They came in on budget and delivered the furniture on the date promised. I had heard horror stories of stuff not showing up on time, but everything went like clockwork. Thank you to Samantha and Brock for the great service. We would definitely use them again.

Company Response:

Hello Mr. Barker, Thank you for your feedback is it very valuable to us here at greenland vanlines. we look forward to serving you again in the future thank you again, from the GREENLAND VANLINES TEAM contact 1-855-281-0019