Save yourself a huge amount of misery. Do NOT book this mover. I hired Real Canada Wide Moving Services for my move, Edmonton to Victoria in August. They confirmed and I was quoted $1290 + tax. On the scheduled pick up day, movers were more than 3 hrs late to pick up goods. When they delivered in Victoria 5 days later, they insisted on full credit card payment before unloading the truck – the total they request is $2269 (~$800 more than quoted). I had no choice but to comply by giving them my credit card, but there are problems with the delivery:
1) They try to bring in goods that don’t belong to me. I have to tell them that some things are not mine. This is worrisome to say the least.
2) Of the boxes and furniture that they unload, there are a number of damaged items: Holes in both of my mattress covers, a medium-sized hole punched in the back of the shelving unit, and the shade on the floorlamp totally destroyed. Several boxes were completely crushed and objects inside were broken. The wood screws were ripped out of the front of the futon (instead of unscrewed) and the pins were lost. The futon was not disassembled at the time when they picked it up, but somewhere along the way (without my knowledge). It was damaged because it was literally pulled apart instead of someone using a screwdriver to remove the screws.
3) Furthermore, there were missing items: a missing lamp, a missing table and 4 missing boxes (containing jewelry, shoes, cleaning supplies and decorative items).
I attempt to contact Real Canada Wide. I phone and leave messages. I also emailed with a detailed description of the problem, including a description of the damage, a description of the missing items, box numbers for the missing items and a request for details on how the issue would be handled. I send the pictures the same day and again request information on the complaint process. No reply. Three days later, I finally reach Canada Wide by phone and am told that they will send me an email. The email provides no details about the process, but says it will be handled in 5 business days. For the next week, I call Real Canada Wide repeatedly to try to get more information. Very frequently no one answers. Sometimes, a secretary answers and tells me that no one is available. I leave messages. No one returns my call. I email for updates. No one replies. When I finally reach them by phone, the conversation is a nightmare: he cannot tell me whether anyone has looked for my boxes, but he insists that they are not at the Edmonton warehouse. I ask him where they could have gone. He says, “they’re lost.” I ask him what they can do about it and he says they need more time. Then he tells me that they don’t talk to customers by phone and he will write me an email to explain the claim process. He's hopelessly rude and unhelpful - pretty much mean to me. Eventually, some of the missing items do get delivered, but again, they try to drop off several boxes that didn’t belong to me including some that were labeled with the name and phone number of the person who they actually belonged to (who they hadn’t bothered to contact). Box #4 and the floorlamp still do not arrive. For the past two weeks, I have been contacting Real Canada Wide every few days to remind them that they have not processed my claim for the damage or the lost items. They refuse to reply. So basically, I cannot reach the company by email, but I have been specifically instructed not to call because apparently they have a policy that they don’t speak to customers by phone. To this date, no one has EVER, EVEN ONCE, EVEN IN PASSING, apologized to me for the problem. he actual cost was greatly over the amount of the quote, they were consistently late and failed to communicate. They provide no customer service, have not explained their complaint process, and completely ignore my attempts to contact them. They did not exercise any due diligence or show any basic competence in attempting to complete the service for which they were hired and they are not taking any responsibility for the serious problems that have arisen. They have not settled the outstanding claim.
It's really outrageous.
