I am writing to let you know of a recent moving experience we had with Premiere Vanlines, Mississauga (April 28th).
Stephanie visited my house to see the contents and to quote. She suggested we use 4 men and 2 days. This was in late February/early March. I told her we only had one day to move, and had to be out of the house by 6pm. She stressed that we would need 4 men, and that the time would be tight.
I told her my husband and I would also take some breakables (lamps, pictures, tvs, laptops, etc) in our pickup truck and car. She said we had 13,500 lbs.
We signed the contract for 2 trucks, 4 men and one day, and gave them a $200 deposit. We were moving 45 minutes away to our brand new house.
On moving day, one SMALL truck and 4 men (mostly students) showed up. My husband, who works in transportation, told the driver we needed a bigger truck,
or two trucks (as per our quote). He went through the house and agreed, and said there was a 53' truck sitting in the yard that he would have brought had he known. We frantically called both Sarah and Stephanie. They were both rude, condescending, didn't offer any solutions, said they were booked for the day, and literally just blew us off. My husband and the truck driver came to the conclusion that they would load what they could, deliver it to our new home, go back to the old house and re-load, and deliver the rest of the items the following day. We had no other options.
They delivered the first load to our new home and left to go back to the old house at 6pm. My husband and I had already delivered two loads each in our personal vehicles. My husband went back to meet them at the old house, and the truck didn't arrive until after 8pm! The drivers disappeared! The new owner of our old house was quite angry our items were still there. They loaded the items they had left in the garage in our truck, and left for Mississauga. My husband didn't get back home until after 10pm that night.
The following morning, a Saturday, the truck arrived an hour and a half late, and a man and his little girl friend showed up to move in the rest of our items. My husband had to help carry in much of it as she couldn't handle it (and he has a bad back).
We moved into a brand new home with timber beams on the front exterior. There were several chunks and scratches caused by the movers, and we took photos and sent them to Premiere. We have a list far too long to mention every item that was damaged from jamming things into a small truck, but it's a huge list, and we sent them photos! All the bolts and screws for our basement reclining sofa and reclining love seat went missing in the move, so we can't fasten our furniture back together. Many items (deck box, tools, garbage bin, cleaning tools) were left in the garage and backyard at the old house, and my husband had to borrow a truck to go back for the deck box (we never got the other items back).
We were beyond excited to build and move into our dream home, and based on my previous move with Premeire, I didn't hesitate to call them again. They caused us so much damage and distress, and literally abandoned us to figure it out, that I am going to pursue legal action. I've been in contact with Kate from their head office, and while she was sympathetic, she referred it back to Walter's office (the owner), and other than sending me a form for damages (which I completed and sent back to them), I haven't heard a word from them. They don't answer their phones or emails.
Please review all the Homestar complaints against this company. There is nothing professional about them. I have filed a complaint with the Better Business Bureau, and CAM, and will be pursuing legal action.
- Company Response
I'm very sorry to hear about your moving experience Paula, thank you kindly for taking the time to bring your concerns to our attention. After further review, it is clear that there is was certainly a misunderstanding of the contract as well as the events that took place on move day. Premiere filled all contract obligations and is currently processing a claim for the damages.