Daniel in Toronto

Short story: they profit off of customers' misinformation. They don't inform you of their regulations and conditions and they screw something up, they try to cash in on those regulations and conditions they never mentioned to you. My best advice here is: stay away from this company. Whole story: I moved from Vancouver to Toronto and somewhere along the trip, they broke my TV. I emailed them on the date they delivered my things (June 2nd) with pictures of my TV, asking how we should proceed with the issue. Two days later (June 4th), Tony replies me stating that he will be processing my claim ASAP and asks me to note that processing claims may take up to 2 to 4 weeks (ASAP for sure). I waited two weeks before trying to get in touch with Real Canada Wide Moving again, and on Sunday, June 19th I emailed them asking for a follow up to my claim. No answer on Monday, June 20th. I proceeded to email them once again on Tuesday, June 21st. No answer on Wednesday, June 22nd. I emailed them once again on Wednesday, June 22nd, and, once again, no one replied me by Thursday June 23rd. On Thursday, June 23rd I called them. Nicole answered the phone and I requested to speak with Tony. She then told me that the “claims department” doesn't take phone calls (Tony signs his emails as being part of “Customer Services Department. What kind of customer service doesn't take phone calls?!). She told me that if it was about a claim I should send them an email, to which I told her “I've sent three emails over the last few days and no one replied me”, she told me she would talk to the “claims department” and that if no one gave me an answer by Friday, June 24th I should call them again. I forgot to call them on Friday, June 23rd and on Monday, June 27th, Tony replied me saying that they are not liable to pay me anything because: 1 – The TV was packed by me - This is not true. Their crew packed my TV. On their checklist, everything I had packed myself and was inside boxes, they would write solely “Box”. For the TV, they wrote on their checklist “TV”. 2 – Quote: “In the contract unfortunately you didn't buy the extra insurance when this is the case; the shipment then travels under standard liability(...) with a $350,00 deductible, to be paid by the customer”. - This is also not true. Said “contract” was never shown to me prior to this email, where Tony was answering my claim. The same goes for this “extra insurance”. Nobody inside Real Canada Wide moving never mentioned that purchasing extra insurance was an option, so I never had the opportunity to further protect my things. And, surprisingly, the same goes for the $350,00 deductible of said “insurance”, which was never mentioned me before Monday June 27th. Tony then proceeds to offer me $100,00 (even though, according to him, they owe me nothing), for my “satisfaction”, which I think is a poorly planned bad taste joke. The only sheet of paper with anything that resembles a contract only got to me on the day they delivered my things, (June 2nd), which was the sheet they needed signed as confirmation of delivery. My girlfriend signed that sheet and she was instructed by the moving crew, on the delivery day, to sign the pick up date (May 22nd) only after they delivered my items. And that's why I would never do business with Real Canada Wide Moving again nor I would recommend it to anyone. Stay away from them! I will update this review with a link to the Better Business Bureau complaint I will open. In there, anyone will be able to see all the documents along with the story. I see they have replied some people on reviews here before. I would love to hear from them.