Please before you decide to use this company, look them up on the Better Business Bureau. I wish I had have.
Our experience was nothing short of horrific, including extortion to get all of our belongings back.
I heard about this company from a positive experience someone else had. It seems like sometimes they do complete the moving service, and sometimes they take opportunities to extort their customers (see Better Business Bureau complaints).
Our experience was: We submitted an inventory and were quoted 5.5 hours of moving with two movers.
It took them over 7 hours to load the contents of a one-bedroom apartment into their truck. We found out that they declined an offer from the resident manager to put the elevator on service for them, and moved slowly taking one item out at a time. Video footage of them in the common areas confirmed our suspicion that they were completing the move purposefully slowly.
After 7-hours, they told us the truck wouldnt start. When we contacted the company manager, Sam, he was aggressive and confrontational. He threatened to unload all of our belongings onto the street, now at night as the move-out had taken so long. We had to try to talk him down although we were in a position of feeling like we had no power. They took all of our belongings to their facility saying that they would deliver them at some point the next day. They didnt know when. We felt like our belongings were being held hostage, and Sam continued to make threatening remarks. We were very scared of our belongings being somehow damaged or lost because of remarks that the manager made. We later learned that the threat was around extorting us for more money, not damage, but we were scared and felt helpless. We had no belongings and had to find somewhere to stay overnight.
We read other reviews on Better Business Bureau where the company charges the credit card used for deposits with exorbitant fees or changes quotes overnight. We looked and our quote had changed now to a total of $1400 for a secondary move on the next day.
The next day, two new movers arrived at our new home. They refused to unload the truck or turn over any belongings unless we paid a fee of over $2,100 (not including the deposit already paid). Over $1000 more than our original quote. They refused to show us any invoice. The company did not respond to any calls. We felt trapped as they had ALL of our belongings in the truck. We had to pay under protest. We learned that a moving company withholding your items while demanding additional fees is an offence under the Consumer Protection Act. After we later received our invoices, we saw they charged us for multiple travel times which were not used, the full time used by their movers on the first day, and several hours on the second day even though the movers only worked for 1-hour.
I have had only positive experiences with movers before using Happy Endings. Please, please do not make the same mistakes that we did by using this company. It is not worth the risk. We found out now that there is a Canadian Association of Movers. Next time we have need, well probably choose someone from this association.
- Approximate cost of services:
- $2,400.00
- Company Response
Dear Audrey,
We appreciate you taking the time to share your experience, and we want to sincerely apologize for the challenges you faced during your move with Happy Ending Movers. We take all customer feedback seriously and strive to address concerns promptly. We would like to provide some insights into the issues raised in your review.
Firstly, we would like to acknowledge that parking was a significant challenge at both the pickup and delivery locations. Unfortunately, our truck had to park on the curb due to the absence of a designated parking space, resulting in a $200 parking ticket. This unexpected cost, combined with other factors, contributed to the increase in the overall moving expense.
The 'long carry' situation also played a role in the extended duration of the move. Our movers had to navigate a longer distance than usual, and the absence of a loading dock made the process more challenging. The parking ticket incurred was a direct result of this additional effort required to execute the move safely.
Regarding the elevator situation, our movers reported an issue with the elevator mid-move. They promptly informed the superintendent's office and took appropriate measures to continue the move efficiently. We find it surprising that there was a claim suggesting our movers declined to use the elevator when it was available.
The rescheduling of your move to the afternoon also contributed to the longer duration. Morning moves typically allow for more efficient execution, and rescheduling to the afternoon increases the likelihood of potential delays.
Concerning the delivery, we decided to postpone it to the next day morning for various reasons, including the safety of our crew and the late-night timing that would have resulted from the long drive. We wanted to ensure a smooth and secure delivery experience for you.
Regarding the assignment of different movers for the delivery, it was a precautionary measure due to reported inappropriate comments made by the boyfriend towards our pickup crew. Some words mentioned were racist!
Our intention was to ensure a respectful and professional interaction during the delivery process.If you have any further concerns or would like to discuss your experience in more detail, please feel free to reach out to our customer service team at +16478078004 or claims@happyendingmovers.com
Thank you for bringing these issues to our attention, and we hope to have the opportunity to address them and regain your trust in the future.
Hi Audrey,
We acknowledge that you are a 'friend referral'. Can you please take the time to ask your friend how we handled the charges for them? We will be sending you the estimation that you signed before sending a deposit in.
Our terms are clearly indicated in our estimation and on our contract.On the estimation page:
I hereby authorize the indicated services to be performed and agree to the estimated charges. I understand that the above is an estimate only and that the final amount may be different.'
and,
On the contract:
HOURLY RATE (DETERMINED BY ACTUAL NUMBER OF HOURS REQUIRED TO
COMPLETE MOVE) The number of actual hours worked will be determined by Carrier's/Mover's
watch or clock. Please note that if the Carrier is unable to fit all of the Shipper’s household goods in the
moving truck, additional time will be required for additional trips. I agree to accept this proposal with an
hourly rate quote and do not require the estimated number of hours to complete this proposal. I further
understand that there is a 2-hour minimum.We regret to inform you that we have encountered challenges in locating any correspondence specifying a fixed price for your move via email or text message. While we understand your preference for a definitive cost, it appears that our official agreement indicates otherwise. We acknowledge the importance of clarity and transparency in our transactions and will endeavour to find a satisfactory resolution that aligns with your expectations and our contractual obligations.