Natalie from Halifax

DO NOT USE THESE PEOPLE!!! We booked Troy for our Edmonton - Halifax move based on competitive rates and "good" customer service. We had never made a large move like this before, but had lots of advice on what to expect from family and friends. Here's our experience: The week before the move I kind of panicked and had my husband call Alice to confirm everything would be insured - we had nothing to worry about she said, everything was covered for damage. Our November 28 pick-up was supposed to be confirmed a week before, however on the afternoon of November 27 they could only say they would arrive some time between 1 & 3 pm. They called back at 6:15pm on November 27 to say they would be there between 8&9 am. The movers arrived around 10:30am. The movers themselves were professional. There were a two lamps that were not yet packed which we were told not to pack because they could do a better job. My husband signed everything that he was told to sign & they left Our items would be delivered to Halifax the 2nd week of December. We arrived in nova scotia the following week. When my husband called Alice, she was unable to confirm our weight and therefore our cost. This was confirmed the 2nd week of December (at much more than they estimated, despite our stating that we had a 3 bedroom in stead of our 2 to make up for our large quantity of stuff) when she called to say that our belongings would not be delivered until January. I said this was completely unacceptable and that they must be delivered as promised. She confirmed the next day that the truck would come between the 21st & 25th of December. On December 16 they let us know that the truck would arrive the 17th. We met them at the storage unit we have rented & they proceeded to unpack. I'm still not sure why they tagged and listed everything in Edmonton, because the movers did not check off anything as they unloaded the truck and we were not given the opportunity to either. When they were finished, we realized that we were for sure missing a rather large upholstered armchair... which made us wonder what else might be missing. I called Alice to report this and find out what to do. She said to go through everything and email a claim form for anything missing or damaged. My husband spent the next 2 days removing everything from & checking our storage unit. We were only missing 2 items - my armchair & a box. I also received a metal pole (if anyone is missing it - please let me know) and had to turn away a crib mattress that wasn't ours. However there was over $900 in damaged items, including the lamp that I was specifically told not to pack myself. Also damaged: a dresser, fans, china & crystal ( I understand them not being covered when we pack ourselves, but If a double-walled box has a giant hole in the side I think it may have received rough handling). If you include the cost of damages ($900) + lost items ($1800 chair + box of crystal wine glasses) the total claim we submitted was $2700. When you take out the deductable it was still $2350. Alice assured us that our claim would be taken care of by the claims manager, who happened to be away but we would hear back within 2-4 weeks. She also told me that the reason they didn't check off the list at drop-off was because they did that before it left the warehouse - obviously not very closely. My husband started calling at the 4 week mark and left messages and sent emails, but did not hear back. I called myself and spoke with Arthur who supposably was in charge of finding lost items but had never heard about my chair or box. He assured me that he would track them down in the warehouse and let me know when we could expect them delivered. I asked too that our claim be answered asap since by now it had been 5 1/2 weeks since we submitted it. We received Sophia's response to our claim that night - $55. Out of $900 of damage & $1800 lost, she said they were liable for $55. I called the office the following day clearly not understanding how math was done and could only speak to Naomi, who asked if I had even tried when I complained that my repeated emails and messages had gone unanswered. And no - she wouldn't help me, and no - there was no one else I could speak to. My husband spoke to Arthur again who had to check if my items were somewhere in the Edmonton warehouse because they didn't seem to be in the Ontario warehouse. The Edmonton people were away though, so it would be a few days before he'd know. My husband continued to call for Sophia and was constantly told she was in a meeting or not in. Repeated emails never got answered as well. Finally last week Arthur said that there was a chance that my lost items may have been delivered to the wrong house. (Has anybody seen my chair??? Light blue upholstered armchair rocker from my son's nursery - REALLY want it back) My husband sent another email to Sophia pointing out that the claim settlement she sent did not count the lamp that they had packed, that the items we were charged for packing were listed as "owner packed - not covered" on the packing list, and the declared value on our shipment was writted "declined" in someone else's handwriting (not filled out on the pick-up copy, loopy "declined" on drop-off copy) without getting my husband to sign anything about the insurance that "oh don't worry, you're covered against damages" and therefore our items were covered for $0.60/lb even though we didn't provide weights for our claimed items! Her reponse was " I am not saying that what happened is right and that this is acceptable, however, without proper coverage there is only so much that we can do. " I am now supposed to accept that $55 is going to cover the replacement of all of our broken items and a lost chair and a lost box simply based on the fact that their movers did not get my husband to fill out the proper spot of our contract???!!! Still waiting for a response from Sophia. At this point I am concerned because it seems both she and Alice are missing - I haven't received a phone call back from either since the end of December. I REPEAT: DO NOT TRUST TROY MOVING WITH YOUR BELONGINGS. I deeply regret our losses of some items which we will not be able to replace.