After reading all of the reviews, we were expecting a stress-free day. Instead we experienced a nightmare because of the incompetence and rudeness of both movers and office staff.
We had taken almost all of our clothes, dishes, and other belongings to make the move of our 2 bedroom in Hamilton to Mississauga easier. On moving day, perhaps the only good thing was that the three-person crew, led by Howard, showed up on time in the morning. They then took over 5 hours to move just the furniture. The building only had a two-hour window for the elevator, and we were lucky because management had not booked another move.
We were ignored when we asked the crew to not disassemble certain furniture that was originally in one piece (and upon both transfer and reassembly was scratched numerous times - we still continue to discover scratches a month after our move!). It was going so slow that we ourselves offered to help out because it was obvious the movers if they could, would try not to even finish packing everything up that day!
The kicker was that the movers could not move our couch or upright piano because they did not know how to fit them into the elevator, and said that it was "impossible" to get them in. Because we were running so slow, and had already lost our move-in window for our condo in Mississauga, the movers left both pieces of furniture in Hamilton!
We came to Mississauga nearly 4 hours later than our booked time, and had to pay an additional $150 to obtain a new "4-hour window". Our movers were so horribly slow in taking up our furniture that the security guard on duty had to forcefully tell them to speed up. Building managers in both Hamilton and Mississauga told us that they had never seen such a slow crew of movers.
That night we told Howard of our extreme disappointment at the couch and piano being left behind (after all, they had gone up - they had to be able to leave our home too!). Howard promised that Tibor would be in touch, and he would be sure to make things right.
Oh boy, were we wrong! The receptionist the next morning was extremely rude, acted as if it was our fault, did not offer any help with the furniture left behind, and would not let us speak with Tibor or anyone else. Horrible customer service!
We instead decided to go with another moving company, who were able to move the piano and couch in and out of our place in 15 minutes. So much for it being impossible!
I am certain that many have had wonderful experiences with Viktoria. But be prepared for unhelpful staff, rudeness, and a lot of nothing if things do not go smoothly. Never again.
- Approximate cost of services:
- $1,700.00
- Company Response
Dear Victoria,
we're very sorry to hear that you're not happy with the moving service provided. The crew really did try their best to accommodate all your request throughout the moving day.However when you requested an insurance and refused the protection for your furniture, they did explain you why wrapping is important and that it's mandatory in order to have your belongings covered under the insurance.
- In respect to your glass pieces of furniture, we did have to take thin glass shelves out and wrap them individually, to make sure they are well protected during the move and transport.
- As for the sofa, that did not fit in to the elevator, we offered you to move it through the staircase, but you refused.- For the piano, that could fit in to the elevator only when put on the side (that is standard) - you refused.
We followed up with you next day to discuss, unfortunately Niahm was not given the chance to explain all above. The only thing she told you, when you mentioned the bad review if we charge you for the move, is that all customers are welcome to share their experience on the Homestars.
Harold is by far one of the best movers we have and we do appreciate the hard work that him and all of our guys do. I can assure you that they are great guys, we're happy to have them and I would like to thank them for their patience and loyalty even through the difficult moves and circumstances that they experience from time to time.
I would also like to thank all of our customers, that are treating our guys nicely and with respect. It's really a hard work and we all try hard to make it as smooth as possible and turning a stressful day in to stress free positive experience.
Thank you.
Maria