ComplaintsforRight Move Movers

• Initial Complaint

  11/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  I booked a move on August 3rd based on information provided by Gary from Right Move Movers. Gary said the charge would be $500 for a small move from Surrey ******* to Vancouver. I asked Gary numerous times to provide a confirmation. I waited till August 15 to receive it my email. On August 20, I wanted to cancel this service and book with another mover Terry. Gary said he would charge me $250 cancellation fee. I stayed with Right Move. On August 31, Victor, who called himself a manager, asked me to pay $845. I didn't understand why such change in price. Victor talked for 1 hr to explain but without prior knowledge nothing Victor said made sense to me. Victor ********** to walk away unless $845 was paid. I felt forced to pay. Another family was moving in the Surrey place later the same day. I signed a contract specifying $155/hr for three movers. I don't have a copy of this contract to know more details. Gary had not mentioned hourly fee for 2 or 3 movers. The move took 3 hrs Move out 1 hr (5-10 min extra due to elevator not being booked) Ride to Vancouver 1 hr Move in 1 hr I called **** to dispute the charge. They asked me to obtain an itemized receipt. I have been asking but have not received my receipt yet. I am still trying to find out what I was charged for in addition to the move itself. Victor mentioned transportation fees to and from location. I had booked a Surrey local company and after the move Gary said there would be no transportation fee for driving to the Surrey location. I don't recall being told much about transportation fee at the time I booked the move. If there were changes to the original booing, I should have been informed in advance so I could make a decision if this move was right for me. I was not granted this right ti be informed and I felt ******* **** * ******* on the moving day. I need help to figure what happened to me and why.
  

  Customer response

  11/09/2023

  The outcome would be

  Billing Adjustment 

  Business response

  18/10/2023

  Good  Evening 
  
  

   We have been in business for the last over 7 years and we treat all of our customers with respect, integrity, dignity, no exceptions. When i spoke to **** ***** on the phone regarding the cost of the move, as I do with every customer asking for a quote over the phone, I provided Ms. ***** with our hourly rates including the truck. During my first conversation with Ms. ***** mentioned that she would only like to tentatively book for August 31st as she is not sure about the date yet. I mentioned that month end is very busy for us and asked **** ***** if she is flexible on the dates. I gave Ms. ***** the option of booking with another moving company however *** ***** insisted to book with our company therefore I tried to be as much helpful and accommodate **** ******* move on the day of her preference and booked for August 31st, and made **** ***** aware of cancellation fee. **** ***** was very adamant that there would be no date change, or cancellation & I had mentioned to Ms. ***** that I would have to make some changes to adjust her move and once those adjustments are made, I will send out an email with the confirmation number which I did on august 15th.

  On August 20th I received a call from Ms. ***** wanted to cancel the move, at that time I tried to recall the conversation in which I had mentioned the busiest days for us as movers are last few days of the month and because I had to make so many adjustments in order to accommodate Ms. ******* move, plus since the day Ms. ***** had booked with us until the day MS ***** called on the 20th is almost 3 weeks. During this period of time, we had numerous calls asking availability on august 31st afternoon however we were already committed to do Ms. ******* job therefore, if we proceed to cancel MS ******* job after 3 weeks of booked day we will need to at least charge the standard cancellation fee of $250 which is a fraction of the amount of the lost jobs due to our commitment and obligation of completing the booked job.  Ms. ***** was not so pleased with that and then called back to proceed with move.
  
  

  My crew ****** upon arrival gave **** ***** the contract to sign which covered the details on hourly charges plus the start time, including travel time. Ms. ***** took almost extra 45 minutes before signing the contract so we can start the move. My crew waited for that time but never charged *** ***** for that time spent. ****** explained to *** ***** that usually we calculate the travel time as flat rate of 1 hour to 1.5 hour depending on where we are driving from and then the time takes from final unloading, back to our yard.

  On that day we drove from surrey to ********* which took my crew almost 1.5 hour drive out to Ms. ******* place and once they completed the job estimated time back to the yard 2 hours. total time my crew driven for this job was 3.5 hours & MS ***** was only charged 1.5 hours of travel time.
  Ms. ***** was also made aware of 2 man cost vs 3-man cost .it would have taken extra 1 hour or more if there was 2-man crew. Ms. ***** saved money by using 3-man, difference of price vs 2 man & 3man is only $25/hour.

  Ms. ***** agrees that quoted price based on minimum 4 hours was $500 which was 2-man crew with truck at $125/hour. 4 hours also included the 1-hour travel time which Ms. ***** was made aware travel time depending on where we actually drive from on the day. It took my crew 4 hours of working time & we charged only 1.5 hour not 3.5hours which was an actual travel time driven by my crew. commercial 5 tone trucks are very heavy on diesel consumption and distance traveled to complete Ms. ******* was 110/kms there and back which is approximately $75 in fuel consumption. Ms. ***** was never charged. 
  any fuel charges. 
  As a kind gesture & out of a goodwill I am willing to take off the 0.5 hour of travel time which will be $75 refunded to Ms. ***** *** that would be the best i can do. 
  
  regards 
  

  Customer response

  20/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I was not informed about the changes in the estimate and service delivery until the day of the move.

  I was told the move would be around $500.

  I was charged over $800 on the day of the move.  I did not understand why and how the conditions changed.  I was concerned and expressed this clearly. However Victor would not hear my concerns and ********** to walk off the job. I was forced into a relationship I did not choose.  This is the issue. If there were changes to the original estimate I should have been informed in advance and given a choice of going with another company. 

  I think as a customer I would like to pay for services I choose.  I felt uninformed and then forced to accept something I did not choose.

  This is wrong. I was wronged the way I was treated on the day of the move.   

  Victor would not hear my concerns on the day of the move.  I tried to contact Gary thereafter, but he took long to respond. and even after responding dismissed my concerns. It's almost November and they just responded thanks to BBB intervention.  

  Again  I don't see that this business is concerned about how Victor  treated me on the day of the move, and how Gary treated me when I tried to reach out to him for help. Gary was the employee who provided me with the original estimate.

  I did not know that such businesses can operate in Canada. I have never been treated in such a way before in Canada by a business- without accountability or a sense of ******.

  I request a compensation for unfair and cruel treatment.

  Any changes in price and number of movers, transportation fees should have been communicated to me in advance, and I should have been given an opportunity to make a decision based on this new information whether to stay with this business or find a service that matched my needs.  

  I was not informed and was forced to accept changes on the spot.

  This is wrong.

  ...

  in their response to BBB, the company mentions that the move was 4 hrs and that their trip to Vancouver was 1.5 hrs...

  I have witnessed that:

  Moving out was one hour and fifteen minutes

  Drive to Vancouver was one hr

  Move in was one hr

  This was a small move.

  I commuted from Surrey ******* to Vancouver address on skytrain and arrived in Vancouver ahead of the movers' truck. I witnessed it took 1 hr for this truck to arrive to Vancouver from Surrey. 

  I am not sure why the company insists on inflating the numbers.

  The company treated traveling fees as HIDDEN FEES. I was not informed about these when I first called and was given the estimate of $500.

   

  Sincerely,

  
  ***********************

  Business response

  11/11/2023

  Hello ********************* 

  we have a signed contract that clearly says that Ms.***** had accepted the charges before we even started the move.and after the move was done she clearly paid with smile and tipped the guys cash , So for her to say that she was forced to do so that is very unethical. I have 3 very credible witnesses who are my bonded guys and only bring back a positive feedback with highly recommended crew from referrals 

  Further, on the phone estimate is given based on the information provided by the customer ..and client.was made aware of that. I appreciate the patience and time awaiting response however I have already offered what is more then fair .thank you 

  Customer response

  14/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Could you please provide a copy of the contract I signed.

  As I remember the contract said you charge $155/hr for three movers. You didn't give me my copy of the contract.

  Please provide a copy of an itemized receipt for your service.

  This was a three hr move, the numbers don't add up.

  You charged me more than 10% of the initial estimate of $500.

  That's an unfair practice and ******* *** ****

  You changed the price and terms on the day of the move when it was too late for me to have a choice to find a more agreeable service. Another family was moving in that same day I was moving out.  I didn't have any choice but to be forced into something I didn't agree with. 

  I gave no cash tip to the movers. 

   

  
  Sincerely,
  
  ***********************

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