Very unhappy with the service provided. Was quoted 4 hours, but the move took 12 hours (bill was 3 times what we were expecting). Several pieces of furniture were damaged, boxes were dropped. iPad ruined. Unprofessional in their interactions with us. Response to these complaints were accusatory in nature. Did not take any responsibility for the damaged items.
- Company Response
Homestars is a great platform where clients can take the opportunity to share their experience working with a specific company. Whether good or bad, it is great way to see how a business conducts themselves and to see what to expect if you are to use their services.
This platform for the most part is fuelled by subjective opinions while sometimes objective facts are disregarded. With this in mind, we will be posting our email correspondence so potential clients can get an idea of how our company operates so potential clients can make their own decision.
The email correspondence can be viewed in the following URL
In regards to your concerns, I have responded to them below:
We had never quoted you 4 hours. In the email, it mentions we have a 4 hour minimum and 1 hour travel charge. The bill was much much more than your expectations as we ended up moving your friend as well who also had a 1 bedroom apartment. When you asked us to pick up the “boxes” from your friend’s house, we did not expect that we would be doing a whole other move (moving your friend’s apartment). We were under the impression that we were picking up a “few” boxes as you mentioned in your email. This unfortunately was not the case. Having several pick up and drop off locations downtown Toronto certainly adds to the moving time and in turn increases the overall moving costs.
In regards to the boxes, none of them were ever dropped, however some items fell through the bottom of the box as none of them were taped up. They were merely folded in and that is the reason why one of the boxes had items fall through the bottom and not dropped. This again slows down the process as the structural integrity of the box is weakened and stacking and moving boxes becomes a challenge. If an iPad was damaged inside a box, we unfortunately cannot be held liable as it is the client’s responsibility to pack boxes properly and with the proper packing materials.
In regards to damaged furniture, there was 1 piece that the crew did mention. It was the crown moulding on a bookshelf that was ready to fall off. It was a piece that was already loose and when the crew tipped the bookshelf over to move, it fell off. We do cover damages, but only if it is caused by our crews’ negligence which this was not.
You mention that the crew were unprofessional in their interactions but at the end of the move, you had tipped them $80 each which actually shows in my opinion, satisfaction with our service and shows great gratitude based on the amount you gave them. Subjectively, if it was me and I did not receive great service, I would tip very little or not tip at all as tipping in my opinion is based on the service you receive.
We understand that you feel that our responses are accusatory in nature, however we always use the facts and approach every claim without any biases in order to get to a reasonable conclusion and to be fair with our clients. Our clients are paramount as they are the driving force to our success, however, in this particular situation, we provided you services based on the information you provided us and because it had went longer than you expected, you felt that it was our fault. Had you notified us that we were moving 2 x 1 bedroom apartments, we would have been more than happy to make the appropriate changes to ensure a more efficient move. We do wish things could have gone differently and do wish you all the best.