Update January 14, 2021 After multiple correspondences with senior staff since posting the initial review, we negotiated to settle our differences and I was compensated. We clearly had different expectations of the service standards. Ultimately, all my items were delivered and intact. We acknowledged that there were some factors beyond our control. I have since increased the rating because of the satisfactory final outcome. ----- Initial review on November 12, 2020 Very unpleasant long-distance move from Toronto to Vancouver this summer. 0 stars. Please read before choosing this company. Pick-up was smooth but delivery was a disaster! - gave little delivery notice (on a long weekend) and the alternative to charge extra for storage and redelivery fees - first delivery: 15 of 25 items missing, mover Costa did not offer any explanation and wanted me to sign the receipt - after multiple phone conversations and emails, located 14 items in their warehouse and 1 item delivered to another customer on the same date, scheduled for redelivery on a Sunday - company replied that Costa was the only staff handling jobs in Vancouver; logically, he was likely responsible for delivery errors - second delivery: unexpected knock on my door one day ahead (saturday) without confirmation by Costa again; company's response was Costa explained to Dispatch who was 'too busy' on a weekend to confirm with the customer so they came anyway - Costa did not offer any explanation or apologies for the error, dropped 15 items OUTSIDE of my home on a wet ground, refused to discuss and drove away in the middle of a conversation - Rex and Kian from customer service/claims offered blanket statement replies that it was bad luck and errors happen - even if it was 60% of items missing - used pandemic and employee stress as an excuse - many boxes and items were in poor condition, a reflection of lack of care during the move - poor communication: long holds on phone that leads to full voicemails (cannot leave message), slow response to email In my opinion, centennial moving is an extremely unprofessional company that tolerates multiple employee errors and misbehaviours with no accountability. Recommend avoiding at all costs or risk being treated like this.
- Approximate cost of services:
- $1,500.00
- Company Response
Dear Customer, we are terribly sorry for the unpleasant experience you had with us. Whilst an apology will regrettably not alter the outcome of your experience on this case, we do extend it with sincerity. We always provide 2 days in advance notice for both pick up and delivery, since we're consolidated movers, we can't tell the time frame much more in advance in order to not mislead customers in case if something changes. We can't just dispose your items, so we offered option of storage since initially you couldn't accept the delivery, since we pay our workers hourly, storage and redelivery fees could have applied in this case. Indeed we have a lot of problems due to the current pandemic, especially with the amount of staff members, so Costa at the moment was the only one who was handling the jobs in the area. We're sorry for miscommunications which happened because of this and spoke with Costa several times after that to avoid something like this to happen in the future. We still delivered all items in 1 piece, but with a delay and we're sorry for that, thankfully all items were found and delivered intact. In case if you had any damages or broken items, you could always apply the form to Claims Department, so they could compensate you back based on your coverage plan with us. We're really sorry and implementing the new techniques right now to cover up the problems which arose due to the pandemic. Best regards, Centennial Moving Team.