DO NOT TOUCH THIS COMPANY WITH A TEN FOOT POLE. We were continuously told things that were untrue, and treated like pawns in the whole situation. Things went relatively smoothly until my husband and I were on our honeymoon overseas, and received an email saying if we "didn't reply by noon today to confirm the change of date of your pick up, I've been leaving messages on your phone all week" then the moving company would cancel our contract. Meanwhile we had limited wifi and had not checked our email in several days, therefore missing the deadline to reply. Prior to this, the customer service agent and I had only corresponded by email so I am not sure why telephoning numerous times with no response was her preferred method of communication. While we were still overseas, we had to contact family to try and phone the company, as we literally had ONE DAY between our honeymoon and our pickup date, August 22, which they had decided to move up by one day. Completely without our input. Originally we were told 5-10 business days before our stuff would arrive, which is why we chose the moving date that we did. Family had booked flights to come help us move on the other end. Then we find out it will be 1 MONTH before our stuff would arrive. Luckily we found this out before we drove out to Ontario, but it caused us to have to unpack boxes and take out more items we would require for the month. One month from our pick up date I call the company and ask what the arrival date will be. I found out that the "customer service" agent had "no idea" our items were still being stored in Calgary, and that they would be shipped out September 27. Meanwhile I was informed I could not speak to a supervisor, nor would they reimburse us of any inconvenience. Summer was ending, and I had no appropriate autumn clothes, not having anticipated requiring clothes for more than one month. Furthermore, the company told us that they were "having trouble with their Ontario office and currently trying to hire a new office" to deal with our items once they arrived in Ontario. We were told that the moving company "didn't want to send our items with the old company in case there was trouble." Then they sent us our quote, which charged us for the one month storage fee in Calgary. When I called to tell them I would not be paying that seeing as I did NOT WANT my items stored in Calgary for a month, i was told that they "mistakenly sent me someone else's quote." Completely untrue because everything on the quote was correct including pick up address etc. They also had not included the student discount they'd promised as my husband is a student. In the end our items arrived in Toronto TWO MONTHS after being picked up in Edmonton, On October 22. I remind you that the first estimate was 5-10 business days. Furthermore, when I asked the Ontario movers, on a hunch, whether they recently had begun working for midwest, they replied "NO, we have been working with Midwest for ages, and they are terrible!" So the Calgary company had completely misled to us about the reason our items were held up in Calgary for a month. This experience caused a LOT of unnecessary stress and inconvenience, including intruding on our honeymoon among other things. The customer service is a JOKE, and this company needs to be investigated for TERRIBLE mishandling of people's moving situations.
- Approximate cost of services:
- $2,700.00
- Company Response
We apologize profusely for the mishandling of this situation. As a national moving company we value our customers and their input, whether it is positive or negative. In all our moving contracts, communication is extremely important; we do not proceed without client input, be it through email, or phone access. If we are unable to contact our customers, we do not have the authority to move or access any of the customer's belongings. In this specific case, we did have some difficulty contacting the client due to the fact the client was not in the country. However, when we did achieve contact with the client, we were able to establish a pick up date for their belongings. With every delivery contract that moves several provinces, we always inform our clients that the approximate time that it will take for items to arrive will be between 10-15 business days. If there was any miscommunication on that, we do apologize on our part. The “customer service agent” that was handling this case has been let go because of this specific situation. The agent did not let the client know that their shipment was the only one that was scheduled for moving. Normally our policy states that we ship out a minimum of 20000 lbs of items at one time (all moving companies have this policy). However the items belonging to this client only amounted to 4000 lbs. This policy was not communicated to the client. They were only told about the delivery date and not about the policy. We inform all our clients about the storage fee, and because this client only had 4000 lbs worth of items, they were informed that it would have to be stored until the minimum weight was reached. We have also been informed by the client of the phone conversations that they had with our agent and since then this agent no longer works for our company. Also, there must have been a confusion, as the company that we delivered the items to you was in fact a company we just started working with, we had not been working for them for long before this, let alone "for years". We are extremely disappointed in the fact that we have let our client down and we apologize profusely for the distress and hassle that it has caused our client. We can only hope that this does not happen ever again in the future.