Hercules Moving Company Inc

Hello Amitayush,

We appreciate your feedback and take it very seriously. Our aim has always been to provide our clients with the best services. We are sorry that you didn't receive the service that you expected. While the situation is not the norm for our company, we will explain what has happened through the moving process.

We did an extensive investigation to understand what has happened, and we would like to clarify a few things.

1. Client is wrong; we did scale his items after we picked them up and sent them to the client by email, for which we charged $100.

2. We did not combine scales with multiple clients, and we did not add 600-700lbs. The client's quote was provided for 1500 lbs; the actual weight was 1720 lbs, which makes it 220lbs more than expected. The reason for this is that client had more items than initially provided. Claiming that we combine numerous clients into one scale is illogical. If we did that, the scale tickets would have reached at least 10,000 lbs for this particular move.

Here is the scales information:
Empty truck: 18340 lbs.
Loaded truck: 20060 lbs.
Total: 1720 lbs.

3. Regarding the fuel surcharge, it is charged based on the weight of the shipment, and it is calculated automatically in our system. In addition, the fuel surcharge is subject to change based on the fuel price at the time of estimate vs. the actual load date of shipment. This condition is written in the estimate provided to the client, which he agreed to and signed.

For this particular move, we charged $317.86, which is not $400 as the customer claims.

4. Regarding the payment. We did not pressure the client to pay for the move. Based on our company's terms and conditions, Section 33 ''payments'', part 3, ''Payments must be made in full and at least 1 hour prior to completion of the job for local moves and prior to the delivery (24 h before the delivery) for Long distance and International moves.'' The client had long distance move and had to pay the invoice 24 h before we unload. The client read, agreed, and signed our terms and conditions before sending the deposit and booking the move.

5. It is unreasonable to claim that we added fake charges. We charged the same fees as quoted. The client's quoted amount was $1,860.42, and the final amount after we provided the discount of $131 was $1940.82. The client overpaid only by $80.40.

6. The client received a discount of $131 for being our first client of August month. The client agreed to receive the discount and didn't provide any complaints.

7. Regarding the tips, we do not pressure our customers to tip the mover; it is a mindful decision of our clients whether they want to tip them or not.

8. In addition to the client's feedback, the client hasn't provided some details. The client didn't inform our moving coordinator that the building has no loading dock at the delivery address. The items were unloaded from the main street, which led to a long carry fee of the furniture. Also, the client didn't mention the 2nd elevator in the building. We charge for each elevator we use and we added a $60 charge for the second elevator.

We have taken note of everything you wrote in this review so that our team can learn from this. We are unfortunate that your experience damaged your trust in our company. Your review will make us better serve other customers.

Sincerely,
Hercules Moving Company

Hello, 
We are delighted to hear that you enjoyed your moving services with us. The Hercules team goal has always been to make sure that every client gets the best service possible, and we are happy that we were able to meet your expectations. Thank you for your recommendations, and we hope to see you soon.

Hello,
It's a pleasure hearing about your experience with our Hercules Moving Company. We work hard every day to provide top-notch moving service across Canada, and it's encouraging to hear out successful moves such as yours. It has been such a pleasure working with you and we are looking forward to assisting you in the future.

Dear client,

Thanks so much for sharing your experience with us. We want you to feel comfortable sharing good or bad news with us. We are a professional moving company and always aim to provide only the highest quality moving services to our customers. We are sorry to hear about your negative experience with our company; we would like to clarify some things first.

1. The client changed the agreed date less than 24h before the actual move, which caused an extra one-time fee for warehouse handling of $40 as our movers had to physically unload the truck back to storage, which takes time, and our movers cannot work for free. In addition, we added a storage fee of $69.90 for three more days as we had to store clients' belongings in our storage facilities. The final invoice came to $109.9 more than quoted.

2. The client is right; we did lose one of the suitcases during the move, and we offered a refund based on Canadian freight and transportation standards that, are $0.60 per lb of the damaged or lost item as the client didn't purchase offered Replacement Value Protection. However, five days after the move we located the missing suitcase. The suitcase has been successfully delivered to the client within two weeks.

3. We have communicated with the client over the phone daily, promptly answering emails and giving updates on the claim, and the phone number was never blocked. If we had blocked and didn't answer the email, we would not be able to make the delivery of the missing suitcase.

4. Lastly, we would like to mention that the client was racist on the day of the delivery. They would constantly point out our employee's rase capacities, insulting, humiliating, and calling them various names throughout the delivery. We were nothing more than polite, respectful, and friendly during the whole relocation process, and we expect the same from our customers. However, our company does not tolerate discriminating behaviors toward our employees.

Please accept our apologies for any inconvenience this situation might have caused you.
Don't hesitate to contact us if you'd like to discuss this issue further.

Yours truly,
Hercules Moving Company.

Hello Hugh,
Thank you so much for taking the time to write this review. It brightens our day. We are glad you enjoyed our residential moving services. It makes us proud to know we gained your trust and loyalty. Everyone at Hercules Moving company is so respectful and kind because our clients are the best.
Thank you for your recommendations, and have a beautiful day!

Hello,
Thank you for posting such kind words about your experience with Hercules Moving Company! We take pride in our work, making us very happy when our clients post about it. We work very hard to keep our clients happy to ensure that we can assist you in the best possible manner. We will pass your kind words to the whole moving team. Thank you again, and we hope to hear from you regarding any other moves in the future.

Hello Lindsay,
We sincerely appreciate that you've chosen our company for your long-distance piano move. Call us anytime you need our help, and we'll gladly assist.

Dear Karen,
Thank you for choosing us for your piano move. On behalf of our entire team, thank you for allowing us to serve you. We will make sure to pass your kind words to the entire team. Thank you for your feedback regarding the additional services, we will definitely take it into consideration. 
Again,  thank you for your recommendation.

Hello,
Thank you for posting such kind words about your experience with Hercules Moving Company! We take pride in our work, making us very happy when our clients post about it. We work very hard to keep our clients happy to ensure that we can assist you in the best possible manner. We will pass your kind words to the whole moving team. Thank you again, and we hope to hear from you regarding any other moves in the future.

Dear client,

Thanks so much for sharing your experience with us. We want you to feel comfortable sharing good or bad news with us. We are a professional moving company and always aim to provide only the highest quality moving services to our customers. We are sorry to hear about your negative experience with our company; we would like to clarify some things first.

1. The client changed the agreed date less than 24h before the actual move, which caused an extra one-time fee for warehouse handling of $40 as our movers had to physically unload the truck back to storage, which takes time, and our movers cannot work for free. In addition, we added a storage fee of $69.90 for three more days as we had to store clients' belongings in our storage facilities. The final invoice came to $109.9 more than quoted.

2. The client is right; we did lose one of the suitcases during the move, and we offered a refund based on Canadian freight and transportation standards that, are $0.60 per lb of the damaged or lost item as the client didn't purchase offered Replacement Value Protection. However, five days after the move we located the missing suitcase. The suitcase has been successfully delivered to the client within two weeks.

3. We have communicated with the client over the phone daily, promptly answering emails and giving updates on the claim, and the phone number was never blocked. If we had blocked and didn't answer the email, we would not be able to make the delivery of the missing suitcase.

4. Lastly, we would like to mention that the client was racist on the day of the delivery. They would constantly point out our employee's rase capacities, insulting, humiliating, and calling them various names throughout the delivery. We were nothing more than polite, respectful, and friendly during the whole relocation process, and we expect the same from our customers. However, our company does not tolerate discriminating behaviors toward our employees.

Please accept our apologies for any inconvenience this situation might have caused you.
Don't hesitate to contact us if you'd like to discuss this issue further.

Yours truly,
Hercules Moving Company.