*Update: Head Office [?] reached out and rectified the situation, and were extremely apologetic for the behaviour of the employees of this franchise [?] or subsection of the company. However, I will only amend my review to 5/10 as a result, and still would not reccomend (0/10) based on the treatment of my friend by local employees and management. It is hard to earn trust in business, and it is easily broken. Taking advantage of someone at the end of a move, overcharging them on an incomplete form, and then having local management refusing to rectify it with the excuse that she signed for the charge, is ludicrious. It should never have taken a public review and a head office to rectify this**
***Original Review and Experience***
I used this company two years ago for a move from Toronto to London, and had a fantastic experience. Both men worked incredibly hard, and the entire move (with traffic and a break) was complete in six hours.
Thus, when a friend was doing a move from Toronto to Guelph, I gave an enthusiastic recommendation, and now I feel like an absolute fool. I was present for this move also, as I came to help my friends. I don't know what has happened in the two years to this company. The guys were friendly enough, and they got the job done. Thats where the positives end however.
They spent a LOT of time on their phones during the loading of the truck. To the point that, during one instance the mover was carrying the mattress while on the phone. There were also numerous instances, when we came downstairs, carrying boxes ourselves, to find them on the phone in the courtyard or in the truck. While it likely didn't delay the move more than a half hour, and the odd phone call is understandable, it just seems unprofessional. Two years ago, my movers took the odd phone call also, but nowhere near to this frequency, or while moving my belongings. They excused themselves, and were back quickly, with an apology.
The larger problem came when we arrived and unloaded in Guelph. This was complete in about an hour, into a two story house, with the two movers, and four people helping. They weren't on their phones, so it went much quicker (plus the extra family member we had on the other end). By 2:30, I looked at my watch, and we began loading the remaining boxes into the garage. The move was complete at 2:54 PM. We began at 8:56 AM. I wanted to keep it to six hours, like my move.
Eager to get back, the movers placed a form in front of my now exhausted friend, for a $1200 total, explaining it was for six hours, three flights of stairs, and a freezer and small dishwasher (which we carried out and in on both ends). She signed and paid. Nothing seemed unusual to her. Upon further inspection upon their departure, we discovered that she had been overcharged and the form wasn't complete. It didn't look like mine from two years ago. In fairness, she was unfamiliar with the form, and didn't realize the movers had left the hourly portion blank. It was later filled in, upon their return for eight hours (according to her conversations with the company). Now, I personally clocked it. We began at 8:56 AM and ended at 2:54 PM; that is not eight hours (and the company's agreement specifically said they did not charge for the drive back).
To do the math, that is $130 for her truck rental, $109x6 for labour, $45x3 for stairs, and $45x2 for appliances. That is $1140.17 after tax. Her bill was $1274, and her credit card was charged $1284.81, to add insult to injury. So not only did they not bill her correctly, but they then charged her credit card for more than the bill. Apparently this $10 error will be rectified. Nor would eight hours, equal $1284 - so those supposed hours were added to the form arbitrarily after.
Her conversations with the company have been fruitless, and down right rude, from what I have been told. Essentially, they are saying it is her fault that she signed for the amount, on an incomplete form. After a long day, and unfamiliarity with the form, it seems despicable to blame the client for being taken advantage of.
I am thoroughly embarrassed, because I am the one who recommended the company based on my amazing experience two years ago. I have since called two contacts moving soon (one doctors office), to advise them not to take my original recommendation for a move.
Word of mouth is key in business; I recommended you to a friend, and you treated her terribly, and you made me look like a fool. I have since been apologizing profusely for your behaviour. I move again in two years, and I will not be using you either. So for the sake of making an extra $100+ off my friends naiveté, your workers have cost you three moving contracts thus far. Congrats.