The nightmare started when I booked them for 10am and they eventually showed up at 12:45pm. To provide details & context...
They confirmed the day, address & time twice - once over the phone and once by text the night before. They did not have me sign a contract or provide a deposit - Which I now know is a MAJOR red flag with moving companies.
The day of my move, at 9:30am (30 minutes prior to my booking time) they called to tell me they would be late and when I asked how late - they said "We will be there around noon or 2:00pm. We have another job". I told them "That doesn't work as I have friends & family helping me move as well and I have to be out of my current place at a certain time. I said I booked you for 10am so it isn't really my issue if you have another job - That's something between you and your boss." They said they would arrive around 10:30.
I then contacted the owner to inquire and he said he would get back to me - Over an hour later he responded by text message "they are coming". He did call me and ask if I still wanted theAt that point, my friends & family decided we would haul all of the boxes upstairs and put in the back garage neatly so when they did arrive, we could move quickly. We hauled every single box up, as well as the majority of the smaller furniture (lamps, side tables, benches, chairs). Two hours late they showed up.
Two guys (not more than 5'8 and 115 lbs) pulled up at 12:45pm. They sauntered out of the car starring at their phones and did not introduce themselves or even say hello. I greeted them and introduced myself and asked them how they typically like to start? They said "I don't know - what do you want to do?" so I asked them to pull around to the alley and we would start loading boxes first & then furniture.
My friends & family (there was 4 of us) were lapping them loading 3 boxes to every one they were loading. I had to ask them several times to move a bit quicker as we were running out of time. I also had to direct them multiple times on what was moving - Even though I walked through everything with them prior to loading. It took BOTH of them to carry half of my sectional (maybe 80/90 lbs total) and about 15 minutes (up one set of stairs and into the garage - I did the other half by myself in 3 minutes. I am a 5'6 female. Should have booked a group of women....now I know better haha).
They were standing around most of the time - one guy would be moving boxes/shifting items while the other stood watching with his hands on his hips. I did talk to their "boss" who was incredibly short with me and asked if he could message or call them and ask them to pick up the pace as they showed up TWO AND A HALF HOURS LATE! Lol. He told me "well what do you want them to do? Run with the furniture?". I said "Honestly, I understand that this is not the easiest job, but my father who is 66 years old is lapping them and the reason i booked you guys was to help me move quickly & efficiently." He said he would message them - At that point, I just wanted to get it done.
We got the truck loaded and unloaded and then the two guys sat in the truck and then finally one came up and asked or payment - I asked what email to send it to as e-transfer was how I was told I could pay, and he asked for cash. I was quoted $100/hr for 2 guys + $60 for gas (min 2 hrs). I e-transferred $200.00 and told him that I was not sending the $60 for gas as they showed up 2.5 hours late and if his boss would like to discuss then he was welcome to call me.
I heard from him later that day and he went off on me that "it was not fair and I did not agree to that price" I responded with "I AGREED to your staff showing up at 10:00am - NOT 12:45. You told me that they would be there at 10:30 and no one contacted me again after that. I said "I had to contact you more than once about their late arrival, their poor quality of work, and horrible customer service."
I will be filing further complaints & formal complaints with BBB. I went as far as to contact Calgary Police and provide a description of the guys who have my address as well as the license plate and vehicle description. I have made my neighbours aware and luckily, have a security system in place.
I am terrified that someone will show up at my home/property - However, I was not willing to let this company take advantage of me and get away with the absolute WORST customer service & experience I have ever had. I have worked in customer service, corporate communications and management my entire career and I would be mortified if I treated another human being who was engaging in business with me this way - This is simply not ok.
