I moved from Toronto to Vancouver in Sep 2017. It was a big move and we decided on Viktoria Movers after interviewing a number of different companies. They were not the cheapest, but we opted to go with the best given the size of the move.
Unfortunately, the move resulted in damaged furniture (a custom sectional sofa) and missing furniture (bed slats). The movers were perplexed by the missing slats, claiming to not know where they went. After several weeks of phone calls and emails, they admitted that they did not know where they were. Ultimately, I was forced to purchase replacement slats from the manufacturer and seek compensation from Viktoria. It took over 6 months for them to e-transfer me $156 for the cost of the slats.
The damage to my sectional sofa was in the form of extensive scratches all over the surface of the frame. For some reason, it appears that they did not wrap this piece of furniture before placing it on the truck. It looks to have been dragged around on hard surfaces, resulting in the scratches. I sent photos to Viktoria and inquired about the insurance coverage which they had assured offered full coverage when I was looking to hire them. They were unwilling to respond to my emails about this issue, much less offer to repair or replace the furniture. I did not even receive an offer for a discount on the move (which cost nearly $6000).
- Company Response
Dear Yu-Jia, we're moving thousands clients each year locally, across Canada and USA and if there is any issue throughout the process, we are trying our best to resolve it to satisfaction of all parties involved. We responded to all e-mails you sent (I went through communication, to make sure). Please understand we cannot take a responsibility for items that were damaged prior to the move. We reimbursed you for bed slats as per your e-mail from Dec 21st, 2017 when you finally advised the replacement cost you require. I would like to thank you for using our services a year ago and hope you're all well and settled at your new home.