The initial contact with this company was quick and responsive. The initial quote was ~$750 which I expected to go up as I requested full packing services. I never received a re-quote on this, which was acceptable to me at the time as a simple oversight. This initial pickup was delayed by over eight hours. Throughout this process the cost of the move kept increasing as the drivers indicated additional charges they would have to levy. I have trouble with this because the quotation process should have sussed these items out already — It's not as if stairs are something that come and go... you have them or you don't. Next on delivery, they were again later than expected after I'd made it quite clear that my building was very strict with its elevator schedule. They got very lucky in that they managed to finish up only five minutes past the reservation window. At time of delivery the drivers indicated that because of the distance between the moving elevator and the delivery dock that they would have to levy a service charge. This is also understandable. What is not, is that the drivers stated the the long carry charge would be $150 if I was paying by credit card, like the rest of my move. But if I chose to pay cash, then it would only cost me $75. I have also been in correspondence with this company trying to get a fully detailed invoice that includes all of the charges and their description, and the credit card surcharge. The manager, Anita, indicated by email that I would receive this. It has now been a full month since this statement with no accurate and complete record of our transaction. This, I find to be contrary to the most basic principles of running a business. Finally, as I am now, finally, able to finish going through the last of my items, I find that the items their employees disassembled for me in Ottawa were disassembled in such a way that they are irreparably damaged and will no longer be able to be re-assembled. As well a full length mirror was cracked. This now leaves me in a 20th floor condo, with large parts of furniture that I must now pay to have disposed of at my personal cost. Overall I am worse off having dealt with this company. They initially portray a great sense of customer service until they engage their services and have your signature. Then the transaction begins to feel far less professional. Finally they completely misunderstood my initial request for an accurate and complete invoice, instead thinking I was arguing with them. Finally that initial quote of ~$750 became over $2100 — nearly tripling. I will fully admit that the tare weight was double used for the quote, thus double the quote would have been more acceptable. Finally I will warn that although their initial responsiveness and language used in their emails conveys a sense of customer service, their actions through the process indicate absolutely anything but that. Should you chose to be a patron of this company, please do so with my warning.
- Approximate cost of services:
- $2,100.00
- What could this company do to improve their services?
- Improve their quoting practices. Provide complete, accurate and itemized invoices in a timely manner. Treat customers items and time with the respect they are due.
- Any advice to offer fellow homeowners facing a similar project?
- Get as much information from them in writing about what to expect and what they will charge extra for.