Across Canada Van Lines

To all who read this message, DO NOT USE THIS COMPANY FOR MOVING!

I contacted this company to transport my goods and car from Edmonton to Ottawa. My goods were picked up on 7th of August 2013 and my car was picked up on 8th of August 2013 by another company through this Across Canada Van Lines.

Luckily my car was picked up and delivered by another company, which arrived in Ottawa within reasonable 2 weeks.

As my goods, picked up from Edmonton on 7th of August till today, 7th of September, 31 days later... it is still on the way to Torranto, "TORRANTO", not on the way to Ottawa. Of course, this company will tell you that they only have station in Torranto, and your goods will be sent from Torranto to Ottawa. But the point is 31 days since it is still on the way, plus another 1 day, 32 days, from Edmonton to Torranto. If a bicycle travels in the speed of 40km/hr, 8 hrs a day, 5 days a week, this bicycle has arrived Ottawa long ago.

The reason shipment was delayed? They told me that the truck some how went to north Manitoba and got delayed. This delay tooks about 2 weeks. For these 14 days, I called them almost every second day. And guess what, the truck was in Manitoba for 14 days till now, it is still "ON THE WAY" to Torranto.

The problem of this company does not end here, delay is one of the major thing, here is more...

Communication; I was told, and it is written on their website from Vancouver to Torranto, 14 days. Well, for me that is a big untrue story. From the begining, no one tell me the details of how my things is going to be shipped, all they told me was it will be there. As written on Across Canada Van line website home page; I did not learn the details untill 2 weeks after they picked up my goods. Furthermore, although my car was handled by another company (thank god it was another company) but through Across Canada Van Line, I had to do their job and call, schedule the delivery myself. This is not the worst... after the major delay (31 days later) I finally got in touch with their Operation Manager who was to be claimed by their own staff that is responsible for the delay of my goods. This Manager told me, the untrue story that my goods are already in Torranto and asked me to contact them myself. "Why am I doing your job?" I asked, he still refused to call and contact, thus I contact this company in Torranto who should have my shipment and found out this was just another untrue story. The Operation Manager of Across Canada Van Line told me that my goods is already in Torranto but yet, it is still on the way... where? I dont know!

Service; since now, there is no service of this company what so ever. I made all the phone calls, chasing them day after day. The staff from this company all the way to the Operation Manager are all with bad attitude. Since the pick up of my goods, this company has never I mean "NEVER" contact me by themselves providing informaiton. And from their attitude, I think they dont care at all...

Untrue story after untrue stroy; everyweek, they told me "it will be there by the end of this week, and they will contact you next week.", well, it has been 3 weeks already hearing the same story...
This is not the worst yet. On the day my car arrive in Ottawa, I had to pay first. However, I was told by their staff that my goods will arrive next week and to avoid to do the payment twice, they tricked me to pay them. Now 3 weeks after I paid, still waiting, still nothing.

After the major delay and bad service, all they did was "I appologize for this" and nothing more... me and my family have been eating on the floor, one of my kid's document is in the box thus late to school, and extra money spending on clothing, medicine, and things to get my life going. "I appologize for this" does not help at all, and I do not accept this kind of appology.

Do not use this company, it will only make everything from good to worst. People must know about this that they need to change or they should stay out of business. I will also bring this to the press in Vancouver, Edmonton, Calgary, Torranto and Ottawa.

Help yourself and help others, dont hire this company Across Canada Van Line.

Wishing I had looked at Better Business Bureau before using Across Canada Van Lines. I needed Aug 1st delivery from Port Moody, BC, to Thunder Bay, Ont. I was asked to have pick up date of July 20th for an Aug 1st delivery which seemed long to me. I was told delivery date could vary by one or two days based on road conditions which I found acceptable. As of today (Aug 6) my furniture still sits in Vancouver even though it was picked up July 20th. I called two days before Aug 1st (first delivery date) and was told it was still in Vancouver and delivery date was Aug 8th, not 1st, which was upsetting. Today, Aug 6th I called to check in re Aug 8th, and was told furniture is still in Vancouver and delivery will be Aug 11 or 12th. So, although furniture was picked up Juy 20th I still can't move into my new home. I was informed today that they don't come to Thunder Bay often so I should understand the issue because there are few deliveries here. Here's what I understand; if they had been honest and told me there were few deliveries to Thunder Bay and the time to deliver was somewhere in the neighbourhood of 24 days from date of pick up to delivery (and potentially more) I would have gone with another company, and, it is clear to me that they knew they could not deliver Aug 1st. All calls have been initiated by me. No calls to alert me of issues. No customer service and absolutely no concern on their part. I have put in a Better Business Bureau complaint (there are many). Today I asked for the owner's name and they would not give it to me. I was told they are responding to the Better Business Bureau complaint so I don't need the name. Really? The name of the owner is a secret and I cannot contact this person? I'm completely frustrated and now spending money for a new home I can't live in and accommodation in the interim. I have asked for payment for expenses and was told today they won't talk about that until they know how many days they will be late. All of this is completely factual. Obviously I do not recommend this company.

The final charge for the move ended up being more than double the estimate they gave. They showed up late for the move out that was scheduled for between 4 and 9pm (after 10pm on a Saturday night). There response was that I was wrong to assume that they would show up at an earlier time. I don't know how they think moving out of a condo building would be allowed at that time of day. There were MANY hidden costs including a "stairs/long-carry fee" and a "warehouse handling fee". Their estimated weight for a 1 bedroom apartment seems like quite the underestimate, given that I did not even move all of the furniture from the apartment and the weight ended up being 150% of what they estimated. They only have an email address for customer service issues and did not answer all of my concerns, simply ignoring some of the things I explained in e-mail. They have an F rating with the Better Business Bureau (which I definitely should have consulted before booking them!).

I strongly recommend you to read this before making your booking with this company:
I had recently a moving experience with this company fromMississauga, Ontario to Vancouver, BC.When I received my stuff, the furniture like sofa, dresser, and night stand were damaged substantially. A kitchen box was missing. All my boxes were deformed and in each box, I had broken items, although I bubble wrapped the dishes and fragile items. It seemed to me that someone intentionally wanted to damage my stuff.For example, there was a big hole (bigger than 12 inches diameter) atthe back of my dresser which there is no way for it to happen unlesssomeone intentionally had hit it by something. Considering the weightof my dresser (about 600-700 pounds) I had paid about 350-400 dollars(including taxes) for its shipment and it was broken, which means Ilost the moving fee and the dresser itself. The same thing was true formy nightstand. The top drawer of the nightstand was also broken frominside, which made it useless. About the sofa, although I paid the company extra to wrap it so it didn't get damaged, about two inches of its leather had beenremoved and the cover at the bottom was torn up. The glasses of mytwo coffee tables were broken and I had to pay more than $114+car rental fees to buy new ones (even not with the same quality). I also had precious picture frames, dishes and other kitchen appliances broken although they were bubble wrapped carefully and put in the boxes. my losses in this moving due to the company's horrible service exceeded $2000. It is noteworthy that the company charged me an extra $60+tax for the warehouse fee which was not part of the contract. When I contacted the company, they mentioned that the eligible payment for my damage loss is $22.

Ruined most of our stuff, denied everything. Hung up on me twice when I politely and respectfully asked when they'd be following up. Accused me of harassment. Worst. Company. Ever.

UPDATE APRIL 9, 2013 - We have come to a mutually agreeable settlement amount for the damage and lost item.

We had the assumption that the outmost care and responsibility was with Across Canada Van Lines to ensure our things, that we entrusted them with, would arrive in the same condition as they left and that they would all be delivered with no loss and there would be no damage to the residences moving out of or into.
We were not offered any extra insurance, nor were we told about the insurance on our items. If we had the option, we would have put extra insurance as most our furniture is less then 2 years old. We also did not have the opportunity to not ANYTHING on their paperwork as the men at the location in Red Deer left with the truck and the paperwork. They did not consult with us before leaving, just telling us, call Monday and they will take care of everything.

As the movers were unloading the items, we noticed many items damaged. NOt slightly damaged, but destroyed beyond repair. We took pictures of the items and asked for a contact right away to the moving personnel on site. They said they could not help us in any way and that it was no problem, call the company on Monday and they would re-imburse for the damaged goods. We also noticed that our boxspring for our queen size bed was missing. IWE HAVE had no bed for over one month!! They lost a boxspring! Ruined the house door, 2 brand new dressers for my kids! and want to give us $600! We promptly called the company on Monday, Feb 25, 2013 to tell them what happened. They refused to discuss anything with me and said I had to correspond by email only with their customer service department. We followed up as they asked, with quotes and pictures of all the damages. They offered to pay us a portion of the damage, not even enough to replace the lost BOXSPRING!!
DO NOT USE THIS COMPANY! AFTER USING THEM AND PAYING A LARGE AMOUNT, I HAVE MISSING FURNITURE AND EVERYTHING THAT MADE IT IS DAMAGED, AS WELL AS THE HOUSE WE MOVED INTO! They don't care at all to replace or compensate their own mistakes. ALSO CHECK THEM ON BBB, if you think I am one of a kind experience. This is what small claims court is for and I urge everyone on here to consider BBB complaint or small claims court to stop them.

Worst experience I've ever had with movers!!! I've used many movers over the past 10 years and this was the WORST I've encountered. They were 5 hours late for pick-up, damaged all of my wood furniture, and ignored all emails with regards to refunds of damaged furniture. DON'T use this company they have no regard for your items, your time, or the fact you're PAYING them for their service.

Hi Don!

Just wanted to drop a quick note to say thank you very much for your services...I received the delivery and have to say that the whole thing was smooth, on time, nothing was damaged (that I can see so far..) and the movers were hardworking, fast, and friendly. This was completely stress free, THANK YOU!

Cheers,
Tricia