On July 5th I spoke over the phone with Jesse of Good Ol Boys Moving and Storage about my upcoming move from Brantford ON to Bonnyville AB. We verbally established a pick up window of July 8, 9, 10 and a drop off window of July 16, 17, 18. He sent the contract via email and before sending the $650 deposit, I questioned the written drop off window of 6-21 days. Jesse responded that he wouldn't need that much time to get my things to AB that 10 days would be plenty. I believed him. The contract did NOT say anything about final payment. The trouble began with pick up. They didn't come until the last day of the three day window at 7pm with only two loaders after phoning and saying they would arrive in the morning. I started to feel very nervous and contacted Jesse by phone. He immediately launched into a victim/ignorance song and dance. Nothing I was suggesting had ever been said to me and I should read my contract. He accused me of being rude and aggressive, while refusing to answer any of my questions and eventually hung up on me. Jesse doesn't answer his phone or the emails from me from here on out.
On July 19 I received a call from Nina of MacArthur Relocation Services, her and her husband Chris had been contracted to do the load. She anticipated they would deliver in the next couple days and she would call again. I had no idea my load would be subcontracted but at least someone was addressing me now. 6 days passed with no word from Nina. I texted her once and left a voicemail but no response. On July 25 I received a text from Nina saying they would deliver on Friday July 28. Nobody showed up that day. At midnight on July 28 I received another text from Nina saying %100 we will deliver tomorrow morning July 29 at 10:30am. Again, no show, no call. At 2:30pm on July 29 my husband answered a call from Chris of Macarthur Relocation Services. Chris said he was now in town but they had a fuel line leak and hoped to deliver today but we’re not sure when. At 4:45pm on the same day we are at the grocery store and miss a frantic message from Nina that the truck is WAITING outside our front door and they NEED to make delivery. We are home within 5 minutes and meet Chris out front with his truck. Chris is alone, no sign of movers, the back door of the truck is closed. He says Nina has sent an invoice and we need to pay cash upfront to get our things off the truck. The invoice was delivered to my inbox 1/2 an hour before he arrived. The weight is way over what I expected putting the price at $1000 more than anticipated. I ask Chris to provide proof of weight. I ask to see my things. Chris refuses both. There is no way we are giving cash to this stranger and my husband and I send him on his way with promises to contact the police. After Chris left an officer pulled up out front. She explained that Chris called her, she's heard his side and would like to hear mine. I tell her and note as well that the 21 day contract expires tomorrow. She explains that this is a civil contract issue and the only thing she can do is try to keep the peace and help us come to an arrangement. She explains that the movers have all the power in regards to my things and if they decide to drive away, she can't do anything about it. I become very eager to make a deal as I want my stuff and I want this ordeal OVER. The officer observed and recorded everything. She also attempted to mediate an agreement between us. This brought Chris back to the house and with the officer present I agreed to etransfer the funds. I showed Chris on my iPad that I was going through with the transfer and all of a sudden, he decides he's not dealing with me anymore, yells something about me harassing him at the police officer and gets in the truck and drives away. We never saw the inside of that truck. I did NOT get my belongings. Good ol Boys and Jesse refuse to help. Macarthur Relocation Services is holding my belongings. They insist I pay their full bill without proof of weight or condition of my belongings via etransfer. I must trust that then they will release the location of my belongings to be picked up and delivered at my own additional expense.
- Company Response
Steph, we have just taken over our HomeStars account and I am so upset to hear about your experience on your long distance move. I know it has been some time, but trust that much stronger rules have been implemented in our LD department. I would love to offer you a reimbursement for the inconvenience this has caused you. Again, I am so sorry for the incredible delay in responding. We only just received login information for our HomeStars account as it was previously locked to the old owner.