On Mon, Jul 5, 2021 at 3:16 PM TISAIE<removed email address> wrote:
Hello,
On April 27, 2021, I contacted GetMovers for a quote on a residential move on June 28, 2021 at 9am. I was sent a quote the same day and after a few telephone conversations and emails with Justin, Local and Long Distances Sales Manager, I booked my move with GetMovers on May 6, 2021. Justin confirmed my move on the same day. That night, I read on HomeStars a “Horrible Experience” (that’s what it was titled) review posted by someone. I emailed Justin with my concerns and he advised me that that might be “1 negative review among hundreds of competitors” and suggested that it could have been written by a competitor. He also advised “We anyway keep a very high level of the service, and as I promised you’ll get only the best team we can send to get a good review from you later”. I informed him that if “my move goes well, you will get a top-rated review from me” and “I have no problem giving credit where credit is due”. I thanked him for addressing my concerns and expressed my appreciation.
On June 22, 2021 (exactly one week prior to my scheduled move with GetMovers), I contacted Justin to confirm my move. He assured me that I was confirmed. He also asked me to email him my credit card details for him to take a $150 deposit, which I did. He responded “Hi, Ok, Thanks”. I felt good knowing that my move was confirmed and that I had done everything on my end to ensure that this move went off without a hitch.
On move day, June 28, 2021 around 8:50am, I called Justin several times. The third try, I was able to get him on the telephone. I wanted to know if we were on track for my 9am move and he advised that the movers were on their way. I waited another ½ hour to 45 minutes and no one showed up. I then tried to contact Justin again to no avail. At 10:30am, I sent Justin an email advising of my sheer disappointment of his lack of response to my telephone calls/voice messages and emails. To this day, Justin has not returned my call nor, responded to my email. In any event, I was then able to contact Nancy and she advised that I had to allow a 2 hour window for the movers to arrive. I waited until 11am and still no movers had showed up. At that point, I was getting extremely anxious and tried to call Justin multiple times, but each time, my telephone calls went to his voice mail. I finally got in touch with Victor, Customer Service Manager to inquire about my move. Victor advised that he would look into it and get back to me. After not hearing back from him for about 20 minutes, I called him back and he told me he was still looking into the situation and would advise me as soon as he knew anything. About 20 minutes later, I heard back from Victor with my worst fears. Victor advised that he was sorry to tell me that my scheduled move had been missed and that no one was coming to move me. I was shocked, dismayed and in disbelief that this was happening to me on my move date and to top it all off, Victor advised that he didn’t have a crew available to move me at all that day. I asked him what I was supposed to do and he didn’t have an answer for me but instead apologized. I expressed my disappointment with GetMovers and ended the call. I then began calling around to moving companies explaining my situation that I had booked this move since May 6, 2021 and that I was left high and dry without movers. Every single one of the 13 moving companies that I contacted were solidly booked for the next 4 to 10 days. I immediately started to have a panic attack trying to figure out what I was going to do as I had to be out of my house that day. I contacted a few acquaintances that I knew and they had a couple options for me, but they were highly not ideal. As my blood pressure started to rise, I decided to call Victor back again to advise him that I was going to take legal action against GetMovers, sue them for the cost of hiring new movers (at a premium with such short notice), contact the Better Business Bureau, and write 2 not so good reviews on GetMovers on Google and HomeStars website. He expressed that I had a right to be upset and that he was working on trying to get me a moving crew at 5pm the same day and that he would call me back. Victor called me back 10 minutes later and advised that a moving crew would be at my house at 5pm. My day was very stressful not knowing if GetMovers would show up at 5pm seeing as they didn't show up at my scheduled 9am booking. I advised Victor that this time, he had to come thru for me. He assured me he would. I contacted Victor at 4:45pm and asked if my 5pm move was still on and he advised that as far as he knew, it was. He called me back 5 minutes later and advised that the moving crew would arrive in 10 - 15 minutes. The moving crew showed up at 5:10pm. My anxiety that I was experiencing from the morning, had somewhat subsided. The moving crew greeted me and started to move my furniture. Everything was loaded at around 9:30pm. The moving crew got to my new house location shortly after that. The move was completed at approximately 1:30am. I must say, the moving crew was excellent. Very pleasant and accommodating. I cannot remember the 3 gentlemen’s names, but one of them was Andre and maybe Abraham. They were my saving grace and I would like to thank them.
On June 29, 2021, I noticed GetMovers charged my credit card in the amount of $1,323.23. Again, shock, dismay and disbelief set in. Not even did I get a telephone call the next day after my move to inquire how my move went albeit 8 hours delayed. I contacted Victor about this charge and asked him if GetMovers felt good about charging my credit card for the horrible experience I went through the day of June 28, 2021 and he advised that he would like to help me out and that he would send me an email address to send a claim to. He did, and I sent my email. At the end of my email I, I wrote: In closing, I am extremely disappointed with GetMovers for the experience I had. I did everything I was supposed to do, and GetMovers caused me a considerable amount of anxiety on June 28, 2021. I lost an entire day (vacation day I took off from work) because of GetMovers' inability to move me at my confirmed time of 9am on June 28, 2021.
I asked them how they proposed to compensate me for my day’s vacation that I lost and also the credit card charge of $1,323.23.
I state that as backup and confirmation, if they would like a copy of all of my email communications to GetMovers and all my call logs of my numerous telephone calls, that I could provide those. And ended with "I await your timely response to this important matter.
Thank you,
TISAIE
On Monday, July 12, 2021, 10:37:06 a.m. EDT, Customer Success <customersuccess@getmovers.ca> wrote:
Good Day TISAIE,
We review your claim and would like to offer 150CAD as monetary compensation regarding the issues caused during your move. Please let us know if you have any questions.
Thank you,
Customer Success
GetMovers.ca
On Mon, Jul 12, 2021 at 11:59 AM TISAIE <email address removed> wrote:
Thank you for your response and monetary compensation proposal, however, at this time for the amount of stress you subjected me to for an 8 hour delay on June 28th, 2021, I cannot accept your offer. If you cannot start with at least a 50% reduction, then please be sure, that I will be looking at my other options.
Your timely response to this matter, is appreciated as it's been 1 week today since I sent you this email.
Regards,
TISAIE
On Tuesday, July 20, 2021, 04:40:49 p.m. EDT, Customer Success <customersuccess@getmovers.ca> wrote:
Good Day TISAIE,
Please accept our apologies for the delayed reply. We are really sorry that you find our goodwill gesture offer of $150 unsatisfactory. Please note that as per the Terms and Conditions you agreed on before the move: " 4. GETMOVERS IS NOT LIABLE FOR: Delays in arrival or delivery of goods or services for unavoidable or unforeseen reasons, including but not limited to road conditions, or mechanical breakdowns, and any expenses arising from such." As this unfortunate delay was caused by unavoidable and unforeseen reasons we believe that we have done everything we can to assist you and speed up the process, and the job has been completed by our team with high and professional standards.
Thank you,
Customer Success
GetMovers.ca
UPDATE FROM TISAIE ON AUGUST 3, 2021:
EVERYTHING IN MY REVIEW IS TRUE AND I HAVE NOT FALSIFIED ANY OF IT. THIS WAS MY EXPERIENCE. AS OF JULY 21, 2021, I HAVE FILED A COMPLAINT WITH THE BETTER BUSINESS BUREAU, BUT HAVE YET TO HEAR BACK FROM GETMOVERS.CA via THE BETTER BUSINESS BUREAU. I WILL NOT ACCEPT A $150 DISCOUNT AS $150 OFF $1,323.23 IS AN INSULT FOR WHAT GETMOVERS.CA PUT ME THROUGH ON MY MOVE DAY. I WOULD RATHER GET NOTHING.
