Orbit International Moving Logistics Ltd

We recently completed a move from Ontario to Germany. I read these same reviews before reaching out to Orbit and after using them and wanted to add some additional details and cautionary information so that anyone considering using Orbit can make a more informed decision or take precautions that we did not know to take using Orbit.

The quoting process: our first quote was reasonable. When the second quote following a survey was done, the difference was thousands. When I asked what the difference was and specifics to see what was causing such a huge increase, they strangely had no information as to what made up the first quote. They failed to record what items were included. Takeaway: Insist on a very fulsome in person quote. Do not do a two step process. Insist on a full quote with a visit and get a detailed list of what is included in the quote.

The move: The move was scheduled over two days. Both my husband and I told our coordinator we did not think the items required two days but they insisted. At the last minute they switched to 6 crew members and a one day move. Six movers in a not large house was not my preference. I felt it would be chaotic and hard to manage and it was. Many items not intended for Germany ended up in Germany despite my instructions to Jeff the head crew member. Most of our belongings were wrapped well but the crew kept mentioning they were running out of packaging. It was at that point they just started wrapping in paper and boxes. With six crew members, I was not able to watch everything, nor should I have had to, which brings me to damaged items.

Damaged items: A series of 4 square original oil on canvas art pieces were packed only in paper, horizontally with heavy items stacked on top of them. This resulted in the stretching of canvas and a corner divot in one of the pieces. When I sent photos of the damage to Orbit with details on the packing, they did not respond. A hand painted art paddle was not wrapped in anything at all but was bundled with a pick axe and other gardening tools resulting in damage to the finish. When I asked Orbit why a piece of art was wrapped with tools and not covered whatsoever, they did not respond. After the movers left, I noticed blue scuff marks on the white wall where our custom painted blue cabinet was wrapped, meaning our cabinet had hit the wall. I sent Orbit photos and they responded that they noted the possible damage to the item. When I unwrapped the item it did indeed have a very noticeable chip in the paint. When I emailed Orbit photos of the damage that I had previously messaged about, they did not respond. There are other disappointing nicks and dents in other pieces of furniture which may be sadly part of moving but what I do not accept is negligence. This brings me to a very precious piece of custom artwork. We commissioned an oil on board painting of the sea stacks visible from the Skerwink Trail in Trinity, Newfoundland. It was painted over the course of one month with a lot of collaboration and it was by no means inexpensive. We found this piece of art simply shoved into two boxes taped together. No bubble. No tissue, No nothing. Just boxes and tape. One side of the painting is damaged down the entire side. There is sticky material from tape which directly contacted the paint and the paint is scuffed and the wood is damaged. I was in shock when I opened that box and saw how it was wrapped. This is how Orbit wraps art. This was the most valuable and cherished of any piece we own. Orbit discourages you from packing your own items but I deeply regret not packing that myself. I had no idea that they would treat original art worse than a piece of IKEA furniture. I'm furious and I'm disappointed. Pack the things you care about. You may lose insurance, which isn't worth the paper it's written on but I guarantee you will do a better job than Orbit's movers. I've added photos of the damage to the art, the cabinet and the bed. As for the response from Orbit, it amounts only to directing me to make a claim. No apology. No we will address this with the crew to ensure processes are in place to make sure art is packed properly. Nothing just claim it. Just today I was informed that because my husband totaled the art and did not individually itemize it that the value of the painting is not in fact covered. Wonderful. Suggestion to Orbit, review the insurance survey with a client. Our move was close to $20,000. For that amount, assistance of this type would have been appreciated. I did reach out to the insurer who advised me that items damaged in the home are not covered by transit insurance so I do not anticipate that anyone will take responsibility for this. Further, I called another mover and asked questions about packaging of artwork for overseas moves. He indicated normally a crate would be used. When I sent him photos of the two taped together boxes, he gasped. When I addressed this with Susan at Orbit, her response was the crate itself worth more than your art. Its not, I did a quick Google and they are available on U-Line from $70-$240. Again, this is the attitude of Orbit. You are valued until you have paid. Once you have paid, the niceties disappear.

Container arrival in Germany: The second part of the move was handled by Orbit's partner ITO. When ITO was an hour late, I Googled them. I knew immediately this was going to be a bad experience but I didn't know quite how bad. When ITO finally answered their phone, they had a myriad of excuses as to why the crew was late and when they would arrive. Basically every hour, it was in an hour and that was only when they picked up the phone which was about 10% of the time we called. In fact on one call, they did not even want to discuss the arrival of the crew, only the invoice for demurrage which they were sending us and how we were going to pay it. In total, the crew was 6 hours late, just sauntering up with a cigarette and takeout coffee in hand and barely an apology and muttering something about car trouble (ITO told us they were delayed by an accident). They arrived at 2pm for an 8am move. When they arrived, they didn't know how to open the container. They left and went to Bauhaus to buy tools. An hour later the container was open and the move began. This particular day was 35 degrees and I had real concerns, particularly for a younger crew member who could not have been more than 19 tops. My husband and I both pitched in, moving boxes which is not what we paid for and we released the crew once all items were out of the container. All three were exhibiting signs of heat exhaustion, particularly the younger crew member who was slumped on a bench with his head in his hands. We unwrapped and assembled the furniture, again not what we paid for but at 5pm in 35 degree heat, we decided that was the best decision. After much communication, ITO sent someone two days later to assemble two beds and pick up the packaging materials (what we paid for).

Discussions with Orbit: Following the move, we engaged in discussions with Orbit over the damaged items and overpayment both for services that were not rendered to our satisfaction and services not rendered period. We were charged for a shuttle when our container was directly outside our house. We were charged for an elevator, which the house we live in does not have. I sent photos. We were charged for long carry which it wasn't. These should have been nonstarters but it still took days and photos of the location and the truck and the house interior (no elevator) to get those refunded. James from Orbit attached the parking permit which ITO obtained for our move but didn't use, didn't put signage on the spot 4 days prior as required (we asked our neighbours personally to move their car) and "generously" offered to pay for it. Since no one knew of its existence, this isn't generous. Orbit also made a big deal over delivering boxes. I asked for boxes so I could organize the packing of the kitchen myself. They said pick it up or we can drop it off when we complete a Port Carling move in a week at no charge. When it came down to refunding the charges for shuttle, elevator and long walk, all of a sudden the cost of that drop off had suddenly ballooned to $750. I had never been quoted that figure ever. As for the demurrage charge, the container was picked up three days after arrival, ITO advised they didn't have a crew to unload it. I am not paying demurrage because ITO did not in the 5 week transit time, have time to organize resources. The container sat outside the city limits for three days waiting.

So thank you Orbit for refunding what you never should have charged in the first place and for covering the demurrage that never should have been incurred. We sent away the movers without unpacking and assembling because it was 35 degrees and a crew member was ill but you decided to put that on us and not provide a good will credit for our work. I'll instead accept the good karma for letting those people leave.

Would I use Orbit again, no. If I had to, I would wrap any and all precious items myself and forego the insurance. I would actually use a local mover to pack everything, period. I would have a smaller crew. I would take more time to understand the insurance and not trust Orbit's non existent explanation nor advice. I would examine and question each and every additional charge. If moving to Germany, I would not use ITO. Ever.