NOT RECOMMENDED!!! If I could give zero stars, I would!
What started out promisingly for my move from Edmonton to Toronto turned into a horrible experience. The initial contact with the sales team was handled promptly and professionally, and the quote provided was reasonable. I was advised that my possessions would be shipped by rail and was provided a guaranteed delivery window of 6 to 17 days. While quite a wide range, at least it was guaranteed.
On the day of the move, I was called and advised that one of the two-person crew had not shown up for work and they were trying to find another worker. They eventually did, but my whole moving day was delayed as a result. The team that showed up were polite but rather slow.
When I booked, I was told that the crew on moving day would be able to provide me with a more precise date for delivery at the other end. When I asked, they said they had no idea and I would need to contact the office. The office would only reconfirm the range I was previously provided, but said I should follow up and they could give me a more firm date soon. As I left town and began my own drive to Toronto, I followed up every day with my moving concierge but either got no response or was told they did not know yet.
It was only downhill from there. After I arrived in Toronto, I was in regular contact with the concierge as well as the logistics manager in Vancouver. Neither could give me a sense of when my possessions would arrive. I had fortunately left Apple Air-tags in several of my boxes, and knew that my possessions had not even left Edmonton and were at Burly Boyzs warehouse.
As my maximum guaranteed 17 days window came closer, I pressed the companys representatives for an answer on when my possessions would even leave Edmonton and why they were not already on the way. ONLY THEN was I told the real truth. The company only ships from a location when they have enough to fill a full train container. My possessions were less than that, which they knew based on both the original estimate and the confirmed inventory when my possessions were picked up. AT NO POINT did they ever advise me that the guaranteed 6-17 day shipping window was entirely dependent on whether they had enough other business to fill a shipping container!
Due to their delay and lack of honesty, I began having to incur costs to live without my possessions. They weather went from warm fall weather to cold and snowy. I had no boots, warm coats, gloves, etc., as I had no expectation that I would not see my possessions before winter hit. I advised the companys representatives that this was the case and asked whether they would compensate me for these costs and for the delay beyond their guaranteed delivery window. I was continually given the run-around on getting any kind of answer. I was told by the concierge that she would ask her superiors, but was made to wait days for any kind of answer. When I repeatedly asked to speak to someone higher up in management, I was told that ownership did not speak to customers and that I could only speak to those I was already in contact with. Online searches could not provide any information on company management, and when I called to try to reach someone with decision-making authority, I only heard back from the same people I was already dealing with.
My shipment ultimately arrived 3 full weeks beyond the guaranteed delivery window. 38 days for a shipment to get from Edmonton to Toronto! And then, when the movers showed up at my residence, I was told they would not even open the truck until I paid the outstanding balance in full. AND if I did not, then I would be charged additional amounts for storage if they drove away without unloading. Essentially, my possessions were being held hostage, regardless of the company knowing there was a dispute over the delay in delivery plus the costs I had to incur.
I spoke to my moving concierge to again express my disappointment and was advised they would provide a $600 discount. I indicated that was insufficient but would pay the balance on the understanding that there would be further discussion to reach an amicable resolution. She indicated she would take the issue back to ownership.
Ha! What a joke. After they got my money, I got an email advising that the $600 was all they could offer due to their internal policies. Essentially, we have your money now, so go away.
This company practices and internal policies, that are never disclosed to customers in advance, should make anyone wary of using them for a move. I did my homework in advance, asked all the right questions and was told whatever I needed to hear to get my business. But once they had my possessions, any kind of reputable customer service stopped. What kind of business, knowing that a customer is extremely unhappy, wont even have someone with the ability to make a decision speak to the customer?
What started out promisingly, turned into an awful experience and I would never recommend this company to anyone.
