They moved our stuff from Gatineau to Surrey and I regretted, it was a terrible experience. first of all the price of the invoice was different from what I was told on the quote. when they brought our belongings one of my suitcases was missing and the other was broken. When I called them after 2 days they told they could not find my suitcase and offered me 20$, yes 20$. I refused to accept it and informed them that I will make a complaint. They emailed me that they found it. It is weird why without making any effort to find my suitcase they told me they couldn't find it. Also I had to call them every day 100 times till someone answers. They even blocked my number. The customer service numbers never answers. they also charged us extra after paying off the invoice and I was told if I do not pay they wont deliver. I asked to talk to the manager and he was very impolite and when I told him why customer service number never answers he told me "do you expect we spend all of our time for you" and then he hung up without saying goodbye. I trusted the reviews but I realized they are terrible with customers.
- Approximate cost of services:
- $2,300.00
- Company Response
Dear client,
Thanks so much for sharing your experience with us. We want you to feel comfortable sharing good or bad news with us. We are a professional moving company and always aim to provide only the highest quality moving services to our customers. We are sorry to hear about your negative experience with our company; we would like to clarify some things first.
1. The client changed the agreed date less than 24h before the actual move, which caused an extra one-time fee for warehouse handling of $40 as our movers had to physically unload the truck back to storage, which takes time, and our movers cannot work for free. In addition, we added a storage fee of $69.90 for three more days as we had to store clients' belongings in our storage facilities. The final invoice came to $109.9 more than quoted.
2. The client is right; we did lose one of the suitcases during the move, and we offered a refund based on Canadian freight and transportation standards that, are $0.60 per lb of the damaged or lost item as the client didn't purchase offered Replacement Value Protection. However, five days after the move we located the missing suitcase. The suitcase has been successfully delivered to the client within two weeks.
3. We have communicated with the client over the phone daily, promptly answering emails and giving updates on the claim, and the phone number was never blocked. If we had blocked and didn't answer the email, we would not be able to make the delivery of the missing suitcase.
4. Lastly, we would like to mention that the client was racist on the day of the delivery. They would constantly point out our employee's rase capacities, insulting, humiliating, and calling them various names throughout the delivery. We were nothing more than polite, respectful, and friendly during the whole relocation process, and we expect the same from our customers. However, our company does not tolerate discriminating behaviors toward our employees.
Please accept our apologies for any inconvenience this situation might have caused you.
Don't hesitate to contact us if you'd like to discuss this issue further.Yours truly,
Hercules Moving Company.