ABSOLUTELY HORRIBLE EXPERIENCE - They still have a portion of our stuff and won`t deliver it. They will not return my phone calls and won`t respond to any emails. GIVE ME MY STUFF BACK!!! They are extremely nice and under quote you to obtain your business, but once they pick up your stuff they will hold it hostage while they take advantage of you and give you no other choice but to bend to their demands. We were moving with a one bedroom apartment and our belongings were estimated to be under 2000 lbs. Our stuff was picked up and then they required payment in full before our belongings were delivered. The invoice stated our contents were almost 5000 lbs. 5000 lbs for a one bedroom apartment? Highly unlikely. I had a few questions about the weight and was given this response via email from one of the managers named Sue, `YOU ARE GOING OFF AS IF YOU ARE ENTITLED TO SOME SPECIAL TREATMENT. YOU ARE NOT. IF YOU WANT THEM RE WEIGHED SEND ME $450 AND I WILL BRING IN ANOTHER CREW TO OFF LOAD THE TRUCK, DRIVE TO THE SCALE, WEIGH, COME BACK TO THE WAREHOUSE AND RELOAD RE TRUCK. WE WILL THEN GO BACK TO THE SCALE AND REWEIGH. IF THE WEIGHT IS INCORRECT THEN WE WILL REFUND THE $450 (I CAN ASSURE YOU A GOVERNMENT CERTIFIED SCALE WILL NOT BE WRONG) IF THE WEIGHT IS CORRECT WE WILL KEEP THE $450 TO PAY OUR CREW, DRIVER, FUEL, SCALE FEES, ETC We had no choice but to pay this new invoice amount in full before our belongings were delivered, but they kept some of our belongings and won`t return them. The customer service is atrocious. The manager Sue is easily the rudest person I have every encountered in my entire life. When I started asking questions about the invoice that was almost double our original quote she would actually hang up on me. She blatantly hung up on me on two separate occasions. After one instance, she emailed me after she hung up on me and said, `I WILL NOT TAKE ANYMORE OF YOUR RIDICULOUS CALLS` - As a customer I wouldn`t classify my calls as ridiculous. I had some legitimate questions about our invoice which Sue couldn`t and didn`t really seem overly concerned with clarifying. If you value honesty, integrity, customer service and not having your stuff taken... please beware.
- Approximate cost of services:
- $1,513.00
- Company Response
This customer was easily one of the most difficult and arrogant men I have ever dealt with. He was being evicted from his home in BC. He called in a panic as he was being evicted from his home. He had to be out of his home by noon. I called an already scheduled customer and asked if we could do his move later to which he agreed to. We went and picked up Dan's belongings and had him out of his place by noon.
He wanted his belongings delivered on the 3rd of the month. I called and he was still not in Calgary but asked that we do it later to which we agreed. I advised him of his weight and he became very upset and belligerent. He was sent an estimate for 2000 pounds which is just and industry standard for a one bedroom home. We weighed the truck after his belongings were loaded and the government certified scale clearly showed that his belongs weighed 3980 pounds. He then became demanding and telling me what a joke this company was and how he was not paying for 3900 pounds. I told him that I would send the weigh scale tickets to him. No, he did not care. He wanted us to reweigh his belongings. I explained that we use government certified scales. Again, belligerent and telling me I was going to reweigh his items. I explained that we would have to off load his belongings to the warehouse, go and weigh the empty truck, come back to the warehouse and reload his belongs. Then drive back to the government scale and reweigh, For this there was a $450 charge. If the weight was not what the original weigh scale ticket showed then we would refund his $450. He began swearing at me telling me that I was going to do this and he was not paying $450 and on and on.I tried several time to keep him calm to no avail. I finally did respond with the email he has attached above. I stand behind the fact that he felt he was entitled to special treatment. We did postpone another move, get his belongings to Alberta in the time he asked for but when it came to paying he did not want to. When I told him he would not receive his items without payment he started calling every couple of minutes to complain.
An e transfer finally came through and we delivered his belongings that day, However when we tried to open the transfer it was blocked. I tried to get him to unblock it and was told it was our problem. Please see email sent to him. He refused to call the bank etc etc. We contacted him to tell him a weight was left in the truck. He wanted it delivered. Told him that we would deliver when payment was made. He then began threatening that he was going to all the social media sites to complain about us. He would also get 3 of his friends to complain. Wanted staff to be fired before payment. Trying to blackmail us.
He finally unblocked the payment and when the money came through we delivered his one weight.
Starway has excellent customer service but customer service does not mean we have to be insulted, belittled and yelled at. I stand behind my comments that were made to this VERY rude and nasty man.Sue