We moved from Toronto to Kingston on the long weekend end of June/beginning of July 2012. I say this because to be fair to them, it is the busiest moving weekend of the year, or so I'm told. We have moved around a lot and honestly have never had a bad moving experience until this one. We chose this company because we thought it was reputable. The day of our move, the truck arrived late. We were ok with this as we were not anticipating our stuff to arrive in Kingston until the next day anyway. The truck was supposed to be packed and weighed (we were charged by weight), locked in a warehouse overnight and then driven to Kingston the next day. However, we learned late on our moving day that they wanted to deliver our items to our new house the next day at 7 am. However, we had made clear to the company at time of booking that our house did not close until that day so realistically could not expect to receive keys until the afternoon. When my husband complained about this, the Supervisor told him he was not aware that this was the typical turnaround when taking possession of a new home. How does he not know this if he works in the industry??? Despite my husband's frustration with the supervisor, it was agreed that we would receive our items the day following our move-in day. Not ideal and it meant we spent our first night in a hotel. When the truck arrived, it was not the same truck. It was obvious that our items had been removed from the original truck and then put onto another smaller one. We realized after a day or so that some of our items were missing like our patio table and chairs, some other chairs, a ladder and a box of my husband's underwear and socks. We waited to see if the moving company would contact us and they did not. After a week we called them and were told that they did have our stuff. I don't think we would have been told if we hadn't called them. A delivery time was arranged for a week later - 2 weeks after our moving date. We ended up getting the patio table and chairs but never did see the ladder or box of underwear and socks again. The delivery personnel were very nice and friendly but the sales rep never followed up with us regarding our complaints and the customer service supervisor was not pleasant to deal with.
