Broken furniture, lost possessions, no communication
We moved from Vancouver to Calgary on November 3 2015. They broke my wardrobe and entertainment centre. The entertainment centre was hidden by the crew who moved me out of Vancouver. When the crew unloading in Calgary finished, I asked where my entertainment centre was. No one knew, until they called the Vancouver employee, and he admitted they broke it, and put it in a storage locker. They also have several items of mine at their office - and to this day, I still don't have them back. No one will answer any emails. I do not know if they have filed a claim with their insurance company because the company won't respond. I registered a complaint with the Better Business Bureau, and the company did not respond to them either. I have gone to the media, and a few outlets have expressed interest in my story. I am now in the process of posting reviews to caution others against using this company. My only other recourse is litigation at this point. I simply want my things back, and to have my broken furniture either repaired, or to be reimbursed for it. Please, do not use this company. I would hate for anyone else to go through an experience like this. It's just awful.
- Approximate cost of services:
- $1,900.00
- Company Response
That Guy Vanlines takes great pride in providing positive and affordable service. We strive to make every move a safe and accident free experience. However, sometimes things happen that we would prevent if we could. In this situation, regarding the missing items. Once found, we contacted the client immediately and attempted to make arrangements to return those items. Every suggestion we made was met with refusal. We couldn't get the client to commit to a day or method of shipping.Eventually we just sent the items, which the client now has. The item that was damaged is press board/particle board Armoire. This material isn't designed to move around fully assembled. As a matter of fact in our contract it states that we do not cover this material, simply because it's difficult to determine how well put together and sturdy it is until you attempt to move it.This particular item fell apart upon lifting it. We have made an offer for Armoire and offered to repair the wardrobe. Even though we are not obligated to reimburse or repair what is not covered under our contract, we are willing to take care of these items. We are hopeful that we can resolve this matter to all parties satisfaction.