High Level Movers

Hello Bernadette,

This is very disappointing to read your review considering that it is highly inaccurate and we have substantial evidence of that, as all of our correspondence and phone calls are recorded:

1) On June 30th you spoke with our representative named Kristina, at 11:26am. You did state that you had a treadmill, and you were aware that we charge for that, but because you had stated it will be disassembled we agreed to waive the fee. When the movers arrived to your home on the scheduled moving date of July 25th, they saw you have a large treadmill that was not disassembled. The movers reached out to the office and asked if there should be a charge. Because they would have to disassemble it, you did not follow the original agreement so there was absolutely a fair $45 fee added for the gym equipment as per our standardized fees.

2) On July 07 you spoke with our representative named Simone at 4:06pm. Simone was very insistent on you booking three movers because of your piano. You did not want to book three movers, you were set on two movers to keep your cost low. Because you did not have any stairs involved with your move we agree to two movers, since you are the client and have the final say in who you choose to hire - but we still concluded the call with strongly recommending three movers for a piano move (which is our standard policy). You were also sent a booking confirmation to your email that clearly states "two movers and a truck". Also, on July 24th at 10:30 am, Simone called you to confirm all of the details and charges of your move one last time.

3) You called with your complaint only on the 2nd of August, which is one week after your move took place. As per our policy which is stated on your contract, there is a 48 hour time period after your move in which it is your responsibility to check all of your belongings and file a claim for damages. Even with that stipulation, the representative who answered the phone asked that you send your entire complaint by email for us to review and consider. We never received this email from you. Also, we tried several times to call you ourselves, but had no success reaching you.

4) Regarding your complaints, you were assigned two senior movers who are fully trained and experienced, and have been with our company for years. It is very demeaning and disrespectful for you to insult them because of your frustrations with the move.

5) We spoke to your movers, and they explained to us that you were the one who instructed them not to wrap certain furniture items because according to you "they were too old anyways", and you were very concerned about the time/ and the bill. You were pressuring them, rushing them, and not allowing them to work as per our policy (which is to wrap every piece of furniture). They were simply following your instructions.

6) Upon booking you falsely stated that u have a two bedroom unit. Your unit was a full three bedroom home. Considering that this move was completed by two movers in 5.5 hours, along with a piano and treadmill (that needed to be disassembled), I believe it is you who had unrealistic expectations of how quick the job should have been done. This is an excellent time to complete such a volume by just two movers.

7) Finally, regarding the storage unit and how it was packed, and the damages you alleged occurred by our movers- your friend packed the storage, not our movers. He loaded the storage in Pickering himself. So if you don't like what was done in the storage, address this concern with him, rather than attacking our company and our movers.

If you have any evidence that shows our movers are responsible for any damages to your piano or furniture, then please present it to us. We are here to take full responsibility. We never received any email from you, and this is the first time we see in writing what you allege took place. We appreciate your business and wish you good luck.

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.