Black in Scarborough

Thank you for your feedback. We always take responsibility if we make mistakes during the moving process, not to avoid bad reviews, but to fully make amends to our clients and maintain good relationships to be able to provide superior services in the future.
We do not avoid any customer. We replied to your original complaint via email back in July. Maybe you did not like our response, but we did definitely respond.
Lets start from the beginning... We are very transparent about our moving process. We discussed over the phone all the details with you upon booking, and then we sent you an email confirmation that included a written explanation of all of the details. On the moving day, before we started the job, you signed a contract (legal document) that contained all the details/terms that we agreed on upon booking.
During your move, when it came time to make the payment and the movers asked you to pay, you refused. You insisted that you will pay only at the end of your move. This goes against our policy that is stated in the email and contract, and that you agreed to up front (this is irrefutable because by signing the contract you are legally agreeing to our terms). Also, by our policy (indicated in the contract), if our movers are not obtaining payment as agreed they are not allowed to continue working. So they stopped working. At this point you were very emotional, rude, and aggressive. You called our office screaming and yelling (all of our calls are recorded and we do have a record of that). You demanded that we finish the job and only after you will pay the bill. When you understood that it was not going to work out on your terms, you started to ask for a discount because in your opinion our movers were too slow. You could not explain why you believed they were working slow. For example, did they take any extra breaks? did you see them sitting or on their phones or not working? You had no supporting evidence aside from your opinion that the move of your three bedroom townhouse took too long (8.5 hours to be exact). *Side note- that is an average expected time frame and not "too long"* We denied your discount, and you had to pay the bill so they could complete the job. We let you know that you could email us with any concerns and we would address it. After a couple days we received an email from you providing us with pictures of a your damaged TV. We took your complaint seriously and conducted a full investigation interviewing all the movers separately. All of them gave the same explanation, that when they arrived to your pick up location the TV was already packed in the original box. At the drop off location they did not unpack it out of the box. Also, your husband was helping with the move, in an attempt to speed it up. He was pressuring the movers to hurry, and handled items in a hastily and unprofessional manner (possible even your TV), as he is not a professional mover. On another review you posted you stated that our movers are paid $15/ hour, and damages are deducted from their pay cheques.. This is false. We have no workers earning $15/ hour. Secondly, it is none of your business what we pay our employees. Using your logic, it would have been more suitable for us to pay for your broken TV and deduct it from our movers. We do not work this way. We denied your complaint since you did not provide any evidence and your husband was involved in the moving process. All we saw was the fact that a TV was damaged. Unfortunately this is not enough proof to make a claim.