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The Better Business Bureau (BBB) has issued a warning to residents after receiving numerous complaints about a moving company that has received an ‘F’ rating.
Canadian Van Lines has received the rating as a result of the BBB receiving nearly 60 complaints against the company. According to the BBB, the moving company has failed to show up, even after rescheduling with customers, failed to issue refunds when no work was performed, had several service issues such as damaged or missing items, refused to unload items until paid in full or with additional costs and demanded full payment before starting work.
In some cases, clients were forced to load items into storage and retrieve them at their own time and expense. The BBB invited Canadian Van Lines to respond so that they could include their comments in the review.
The business replied to advise that new management was put in place, some staff was let go, and new protocols to handle complaints have been established.
“You need to do your research before hiring. Go to bbb.org and find a reputable mover,” said Even Kelly with BBB. “You don’t want your next move to include broken contracts or goods held hostage with little recourse but a legal fight which could mean more time and more money.”
Since 2015, the BBB has received 230 complaints against moving companies.
The BBB offers several tips for customers looking to hire a reputable company.
- Ask for references and get several estimates.
- Find out how much insurance the company carries. Depending on what is being moved, you may have to purchase more.
- Make an inventory of the goods being moved and supervise the loading and unloading.
- If the company does the packing, they are responsible for the goods, if you pack it, you are responsible.
- The peak moving season is May to September – be wary that price may be dictated by this.
- Avoid moving on weekends; this may cost more as companies’ may pay staff overtime.
- Get everything in writing. Make sure the contract specifies times and dates. Make sure you understand the contract before signing. All contracts should be on company letterhead.
- Some companies subcontract other moving firms to do the work. Inquire who they use and research them accordingly.
- Be wary of companies that ask for a large deposit or even request full payment up front. Find out why. You generally pay after the truck is unloaded.
- Understand movers estimate the weight of your contents. There are several online moving calculators that you can use to estimate the weight of your household contents. Best to get three estimates from businesses who can come and review your premise in person and ask about other fees like gas surcharges or stairs.
- Avoid cash deals with promises of saving on the GST. This is an unscrupulous practice.
- Expect additional fees such as if you are moving into a 25th-floor apartment. More steps can mean more money.
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