Trans Canada Movers

Trans Canada Movers appreciates your kind words and was very happy to be your mover of choice. We wish you all the best in California and hope that you will recommend Trans Canada Movers to anyone you know that requires a professional moving company.

Trans Canada Movers is glad to know that you were happy with your moving experience with us ! Thank you so much for your positive feedback, it certainly makes our day to know that you will recommend us, we wish you all the best.

We arranged this move as a client drop off of goods at our Vancouver warehouse, since we have to apply a BC Ferry charge to service Gibsons, BC on the Sunshine Coast, and Jim indicated that he would not mind driving to our location to drop off his goods. He did so on two different occasions the same week the goods shipped long distance to our terminal in Montreal that services Charleston, SC. As we are based in Vancouver the client was informed upfront that we do not go to South Carolina that often, though we do service the region, and that the total transit time would be somewhere between 3 to 5 weeks from drop off:. Furthermore, even though all of our shipments are priced by the pound, Jim gave us his budget of $2000.00 that he was willing to spend to get these goods the 4948 KM distance. After the two drop offs, we had our staff tag and wrap the personal belongings & camping gear with our color-coded, numbered tagging system, and based on the piece count and estimated weight we offered a Flat Rate of $1600.00 Canadian Funds / NO TAX applicable (for US deliveries we are not obligated to collect US State sales tax). Jim accepted the Flat Rate price, and even though our policy is to collect half of the total balance due for a long distance, cross border shipment, we only requested a $200.00 deposit. The methods of payment we accept upon delivery are Visa, MasterCard or cash, which was made clear while the client was physically in our office paying the $200.00 deposit. His shipment departed the day after his 2nd drop of goods, which was July 30th. When it came time for our staff to deliver, Jim informed the delivery driver that the shipment was late, that the balance of $1400.00 was not what he agreed to & also that he wanted to pay by a personal check. Jim signed a contract in July before the goods left Vancouver featuring our Flat Rate price at $1600.00 minus the $200.00 deposit with a $1400.00 balance due upon delivery.The driver had this signed paperwork with him at delivery and began calling us stating there was a problem with the delivery. It turns out, this customer had a strong preference to pay with a personal check, and began to tell both the driver & the office staff at our Montreal terminal that all we had to do was contact his bank, ask them to verbally verify that funds were available in the amount of $1400.00 in his account, and accept the check as final payment. The office staff explained that, regardless of what a bank teller says to us by phone, the personal check - which we cannot deposit in South Carolina, anyway - has to brought back to Canada for proper deposit and then subject to the customary hold any bank will place on funds; a hold of up to 5 days or more. We would have no recourse to receive payment post-delivery in the event the check later did not clear for the $1400.00 balance. We insisted that a credit card be used for the remaining balance, and after some delays, the client was able to furnish a payment by this method. As a result of this move, especially for cross border relocations, where the transit time is often longer than domestic Canada shipments, we now have an addendum form for the client to initial & sign at pick-up clearly stating what the payment terms are for both booking deposits & final payments so there is no confusion. ~ Trans Canada Movers

Thanks Steve for you kind words. Hope you are all settled in and best wishes to you and your family

Thanks for your kind words and best wishes in Montreal

Mike,

After having the opportunity to read the review that you posted, Trans Canada Movers (TCM) regrets that you feel your moving experience with us was unsatisfactory and would like to comment.

I would like to touch base as follows:

When you were contacted and advised of your scaled weight and totals you were surprised that your goods weighed 4519 lbs. You indicated that the total brought you above your allocated moving budget. Tammy took the contract to management and a discount of 200.00 was given to you to help bring the total closer to your budgeted amount. In the following days in your communication with our office you indicated that you believed the weight was incorrect. Tammy explained that we used a public certified scale to weigh the goods and it may be possible that the scale was out. The shipment could be re-scaled and she explained the procedure and that it would be re-scaled at the time it was loaded on our trailer to depart to California. You agreed to this. As soon as the shipment was re-scaled you were contacted with the weight of shipment at 3659 lbs. An apology was extended to you and the contract totals were adjusted immediately. You were provided with the adjusted totals AND were still given the 200.00 discount. This is when you made the deposit on the contract. There was NEVER any argument with regard to having your goods re-scaled; it is of no issue to TCM to re-scale it.

With regard to the delivery in California; it is noted in email communication in the beginning stages of your inquiries of our services that at that point we did not have a departure scheduled for California yet for the beginning of May. Tammy informed you at that time that our next two trips were planned for a departure from Vancouver on Feb 14th and March 7 – 10th. She indicated that she would keep you abreast to any other planned departures that would facilitate your need of a delivery as close as possible to May 1st. At this time Tammy also explained to you that the other option was for TCM to take your goods on an earlier trip, and drop them at a California based company that we have a long term working relationship with. They could delivery your goods on a specific day if it was not on TCM scheduled time in California. Tammy informed you that the cost that the subcontractor would charge to hold, load and delivery your goods to you on your chosen date would be 500.00. Under no circumstances was this delivery option with the additional fees ever forced upon you. It was clearly an option. As it turned out we had a departure that would facilitate a delivery into your area of California right around May 1st. This is when it became as you coined it” a total nightmare”. You became very demanding for an exact delivery date so that you could sign your lease agreement and book your elevator for delivery. Signing a lease agreement has nothing to do with the delivery. While we appreciate that an elevator needs to be booked with some notice, Tammy explained that an exact date and time could not be given until the truck had cleared Customs and has entered intoUSA . The procedure was explained in detail several times that the border crossing is not as simple as it is in a passenger vehicle. The truck contains several shipments and Customs goes through all of the paperwork and shipments one by one. As you are aware Customs has the right to unload and inspect any customer’s shipments, it is impossible to give an ETA until this is completed and the truck is in USA. The customs clearance can be as quick as 2 hours or it can take 2 days. You were informed that once the truck clears through Customs the driver calls all of the stops on his docket and gives you a delivery date. This was not sufficient for you. In the next few weeks you made it clearly evident through less than friendly emails that you were not pleased and you repetitively kept asking for the date of delivery. It was explained over and over that as soon as we are across we will contact you. Our many years of experience has afforded us the knowledge that elevators and timing of deliveries do require advance notice, but for the most part most building managers appreciate the fact that the delivery is coming long distance and in your case across an international border. TCM appreciates that moving is of high anxiety for some; but in this situation the anxiety was created but your insistence for a delivery date when we were unable to give you the exact date and time. It was explained that it would be delivered within a two day window, and that you would be given a date once the truck crossed the border into America. TCM always does our best to maintain the schedule for deliveries. In our industry and while “on the road” we ask for our clients to have some flexibility as it can be a trying job. Borders, weather, and delivery access in a 76 foot tractor and trailer are often no easy task. Our teams are very experienced, skilled and have a huge responsibility to maintain a schedule while in care and control of the client’s goods.
With regard to the damages that you have indicated in your posted review, I would like to note that you signed off on your shipment that it was received in good condition with the exception of some damages sustained on your electronic piano and a scratch on your chest. This was the only indication of any damages that you noted on the contract. After review of the conditions noted on the inventory list I would like to note that the chest was marked as 3(chipped) 6(scratched) and 19 (marked). When you contacted our office with regard to the damages you spoke only of the electronic piano and the dresser, there was no mention of any other damages, a verbal apology was extended to you and the claims procedure was explained to you at this time. Tammy sent you a claim form for you to complete in order for TCM to review the claim for damages. We acknowledge that the electronic piano did sustain some damage and have received your photos of such and your completed claim form. We would like to also inform you that you were the only client on the 53 foot trailer that had any issue with timing, delivery process or sustained any damage to their goods. Furthermore, we would like to note that your delivery was made on Thursday May 1/14.
TCM has been completely open in communication with you with regard to all facets of your relocation. We believe that being fair, honest and communicative are the cornerstones that sets us apart from all of the others. We would have preferred to have received an email or a telephone communication from you with regard to all of the points that have been addressed here as opposed to replying to your posted review. TCM will respond to your claim with proper procedure as outlined in the terms of the contract.

Trans Canada Movers
Management

Thank-you Jenny for your kind review Trans Canada Movers values and appreciates your business