I hired Multicity for my move in June 2011. Two guys came to load the goods on Wednesday June, 16. The driver came in and said that we weren't ready and so would cost more money. It took them five hours to load two bed room items. As per agreement, they were supposed to dismantle bedroom furniture. I ended up dismantling and loading. They kept talking over the phone with their girl friends. When the goods were loaded they tried to charge another $75 which was removed later when I insisted it wasn’t justified. Before they left, I asked for the empty and final weights of the truck. I was told that they were going to Windsor to pick up more luggage and that the final weight would be sent in few days. The following week, I received an email that my stuff weighed 5700+ lbs. The initial estimate was $4000 lbs. I argued the weight and the fact that the empty and full truck weights were done on Saturday after the luggage was taken. Anyway I agreed to pay as I had little choice. When the luggage was delivered in Victoria, dining table, chairs, bedroom head set, electric water cooler, movie rack and coat hanger (all packed by company personals) were damaged. I took pictures of these items. Dining table and chairs were bought few weeks before the move from Costco (original receipt is still with me). I sent the pictures to the company and received a reply that since the items were used no claim could be honoured. I was told through email that I was most welcome to do whatever I could to get the claim in. I just want to spread the word out for those who are looking for movers to beware of Multicity Moving Company as they have no business ethics.
- Approximate cost of services:
- $3,700.00
- What could this company do to improve their services?
- The way it strove to get my business, it should strive to provide customer satisfaction too. In response to company's response, I would like to clarify that a revised estimate of 4500 lbs, after Mr. Bonder's (company's representative) in-house estimate, was sent to me on 14th June. I have attached Leslie's quote and my response as PDF for the readers to decide. Regarding re-scaling, yes I was given the choice to drive from London to Mississauga on a working day and pay $200 for the scale fee, if I were interested to redo the weight. I let the readers to decide, if that was indeed an offer. The company's website clearly says, I hope they don't change it after reading this, that the truck is weighed before it comes to pick up the luggage and is weighed again after it leaves the premises with the luggage. After seeing driver's attitude and business ethics I had no choice but to question the final weight, given that it was off by 27%. Please note Mr. Bonder claims to have 30 years experience in the moving industry - almost 1% off for each year in service!
- Any advice to offer fellow homeowners facing a similar project?
- Read company's reviews especially on Better Business Bureau's (BBB) website. I learnt later that Multicity's accreditation in BBB was revoked by BBB's Board of Directors due to failure to maintain minimum BBB Rating. http://www.bbb.org/kitchener/business-reviews/movers/multicity-moving-in-mississauga-on-1137092 Here is a link to another review by another disgruntled customer. His story is worse than mine http://www.consumeraffairs.com/homeowners/multicity-moving.html
- Company Response
Customer Bilal hired us,our agent Leslie were dealing with Mr Bilal. The initial quote was based on 5000 lbs. Customer wanted to do a price match with another company. We did price match on the rates but not on the weight. We picked up the shipment,however we cannot weight furniture and goods over the phone. We scaled the truck after we removed the second shipment from the truck at CAT scale and the find out actual weight is 5700 lbs.We offered to rescale the shipment he did not agree.The customer was happy with the price match however not happy with the weight.
The customer packed his own shipment (boxes)the furniture was used. Any box packed by the customer the carrier is not responsible for it.Furnitures, we do wrap those with moving blankets however if the customer need more protection we do offer crating for additional $$$ (option was not taken by the customer).
As per our company policy we do disassamble furniture to gain more space in the truck, however to put it back together at the other end yes we can provide the service however its additional cost.
The $75 packing charge was waived right at the spot, because the miscommunicatin with the driver and our agent. We did apologise, however the customer is not happy. We do have more than 1 pick up per day, we are on a schadule. The movers start the day at 7:30 am and they go all day. The movers are getting paid by the hour.so we do ask our clients to ask the office to provide any paper work.
The damaged furniture was mentioned in his claim,
Dining table (no crate)
chairs (no crate)
head set (no crate)
Water cooler (packed by the owner)
Movie rack (no crate)
coat hanger (no crate)Customer did not take any responsibility also was trying to reduce the owing amount due to the fact his shipment come up more than what he expected.
We are not happy as a company how the customer is not happy with our service however we do apologise for the inconvenience and hope this explanation will help our customer.
Multicity Moving Inc
2nd Response.
We did offer him to rescale the shipment customer did not agree. Because he knew that his shipment was overweight. We always provide the acutal scale fee to our clients.
We can send out any estimates, it can be based on 4500 lbs, 5000 lbs. The deal with this customer was to price match the per pound rate NOT THE ACTUAL WEIGHT.
In regards to the driver attitude, I dont think people will decide to change their mind to rescale the shipment by looking at the drivers attitude. We did offer ahead of time. his answer was no. We do apoligize if on behalf of the driver.
Multicity Moving inc