Do not trust this company at all. We asked them to move our stuff from Ontario to Bc and they sent us a quote. After They changed the quote again and again. We paid 2days before the delivery date and 1 day before the delivery day they charged us again.First when they want to pursue you they will tell they are the best and nothing will change the quote except the weight of your belongings but they are not trustworthy. They even do not send you a file for your invoice it is through an online link which they can change it 1000 times One of our suitcases is missing and the other is broken !!! This is how the quality of their services!!!! Poor customer service
- Approximate cost of services:
- $2,300.00
- Company Response
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.