November 23, 2020
Handy Moving Company
P.O Box 492
Toronto, ON L3R3W1
Attention: Paul Andres, Customer Complaint Department
Subject: Moving Service to 39 University Ave. on November 20, 2020
Dear Mr. Andres,
On November 20, I utilized the moving service from 23 Moore St. to 39 University Avenue. The quote the company initially provided me on November 10, 2020 was $450, however I was charged $1000 for the service.
Before the move, all furniture and boxes were included in an email to the manager of the company. A quote was provided estimating the time for the move to be 3-4 hours and, since the rate is hourly, it estimated to be $450. On the day of the move, the movers arrived 2 hours late. Initially, the items were not strategically placed in the moving truck, leading the movers to have to spend an hour rearranging the items. As a result, a 3 to 4-hour move took 10 hours to move to an apartment 5 minutes away.
I understand that the movers worked their best, but your company’s main selling point was the efficiency of the service. The time taken for this move more than doubled the initial quote, half of which was not due to the process of moving, but the tardiness and inefficiency of the service.
Please let me know if a refund can be processed for the hours that were charged due to the tardiness and inefficiency of the movers, rather than the actual moving service.
Yours truly,
Ashley Yuan
November 26, 2020
Ashley Yuan
39 University Ave.,
Toronto, ON L3F1R1
Dear Ms. Yuan,
Thank you for using our moving services. I am sorry to hear that you were unsatisfied with the service. Your time and belongings are of utmost importance to us.
The delay of the movers was unintended and due to a move scheduled prior to yours. As a result, you will be refunded $90 for the delay. However, the quote provided was an estimate of the time it will take considering the description of furniture and boxes in the apartment. It does not always accurately reflect the actual time it will take for the move. Our service prioritizes that your belongings are handled with the most care, such as rearranging your belongings in the truck to ensure no damages on the road. In turn, this may compromise the time it takes to move it.
To ensure that customers are familiar with the Handy Moving Company’s policies, our website www.handymovingcompany.ca/policy provides a detailed overview of the quotes provided, what it guarantees, and any claims that can be made due to unsatisfactory service. It is stated that customers should give movers a window of an hour due to traffic and travel time. The services provided during the move are not stated in the policy. So those costs are unable to be covered if there are no damages, since the safety and handling of your belongings is a main priority.
Thank you for your understanding and patience. We will ensure that $50 is credited to your account in the next 3 business days.
Yours truly,
Paul Andres
Customer Complaints Manager
Leave a Reply