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Capital Moving Services / inept movers

Canada, Ontario, Toronto Review updated:
100% 5
Contact information:
Capital Moving Services
This is the latest letter Ive sent to the compay.

February 22, 2009

Capital Moving Services Inc.
690 Progress Avenue, Unit #3
Scarborough, ON
M1H 3A6

To Whom It May Concern,

We first contacted Capital Movers in July 2008 for a quote for our move from Calgary to Toronto. It was a pretty easy move, as our belongings were already very well packed and in a storage container. They just had to be unloaded and re-loaded from our container to your truck. Our container was even dropped off directly at your warehouse in Calgary. I explained to Elena Balduk that the items were so well packed in there that removing them would mean that some items would have to be re-wrapped with bubble wrap or blankets, which is what I was told would happen. Elena was very accommodating and after she emailed us a quote, we decided to proceed.

Everything went according to plan, except when the movers arrived. They came in, I paid them cash, and then was told they would start bringing our belongings inside. I immediately asked them where the floor runners were. They told me that they did not have any. After regaining my breath, I told them that this was not acceptable. The carpets were just cleaned and my hardwood floor was just refinished. They then told me that there might be extra blankets on the truck they could out down. I called Elena and she told me that the floor runners were something that should have been requested. I was confused, as I’ve never had a moving company not routinely use floor runners. We have moved dozens of times and this was unheard of. At this point, I agreed that they could use blankets, but they proved to be useless, as they just slid around and tripped the movers on the stairs. Eventually, I removed them.

The next drama involved the movers bringing in our furniture. I’ve never witnessed a dolly being used the way they did, and after trying to balance my grandmother’s antique dining table sideways on a dolly (with no blanket) to take down the stairs, I had to step in before it tumbled down and into the wall. The carrying in of my husband’s upright dresser was a disaster. I told the movers that the drawers were full and that they should be taken out to make carrying it up the stairs easier for them. I wish I had insisted. They struggled the whole way up with it as I followed close behind, gouging huge dents into the drywall as they proceeded. They just told me to put all of the damage, including the walls, on the claim form and not to worry about it. At one point, one of the mover’s started to use the top of the dresser for leverage. Of course, furniture is not meant to be carried this way and the top came off. This is an expensive solid piece of antique mahogany furniture, not a cheap piece of furniture that can easily came apart. Before I realized what they were doing, the men were down on their knees trying to pull the top back down into place, whacking it with their hands. At this point, I almost wept. Because of the top coming off, this caused other problems to the piece, such as the drawers being off balance, not being able to close all the way. Things didn’t get any better, and at one point I started taking things off the truck and into the house because I just wanted the movers to leave. When it was time for my dresser to come into the house, I removed the drawers, so that there wouldn’t be a repeat of the other incident. Also, to make things move along quicker and to try to minimize any more damage to our walls and furniture, I told them to put everything that was left on the truck into the living room. In retrospect, this was an error. Apparently the movers weren’t aware that when you slide a heavy box on a wooden floor, it will get scratched. I was so busy emptying the truck that I wasn’t aware of this going on until it was too late. Our newly refinished hardwood floor was a mess. Again, the mover told me to put it in the claim. Another point to be made is that about half of the boxes were stacked upside down. There is a reason that some boxes had to be stacked and stored a certain way.

The claim form had to be completed and submitted within 10 days of our move, a practice which is quite unfair actually, as we still hadn’t really unpacked or been able to inspect most of our belongings. We submitted what was obviously damaged and/or lost, but since then have discovered much more damage on more of our furniture.
A response was received about 3 weeks after submitting it. You can imagine our surprise and annoyance when the few items we did claim were completely denied.
It seemed that even the damage to our furniture was denied as well, until I copied and pasted a line from an email dated August 29, 2008 which stated, “If anything is damaged, we repair the goods.” Photos were sent to Elena of the damage to the 2 pieces of furniture we claimed and she said that the furniture repair person would contact us. This was back in November. Brian from Vintage Furniture finally came by to look at our damage on January 12, 2009. Elena told us that she was also working on trying to get the deductible removed from our file, but informed me on Feb 2nd, that she was not able to do it. So, Capital Movers would proceed with paying the $275 after we paid the $300 deductible. This just does not seem fair.

Promises from your company were not met, so now we have to pay a $300 deductible on the damage to 2 pieces of furniture. Perhaps if we were able to claim all of the damage to our house, including the floor, damaged drywall, the lost items, and the rest of the damaged furniture that we discovered after the claim filing period had passed, it wouldn’t seem so substantial, but on such a small claim, it seems outrageous.

Below is the service that we expected, but did not receive:

Here is what this price includes;

This price includes everything, there are no extra/hidden costs:

 Our men will wrap all your goods in Specially Padded Moving Blankets. They will wrap all your furniture as well as all fragile/breakable items. If you have any electronics or extra fragile items, we can also provide bubble wrapping and material free of charge. (The re-wrapping simply did not happen and our dining room table, in particular, really suffered from not having anything properly wrapped around it.)

 Also, our men will tag all your goods one by one before loading the truck. This is your inventory list. On the inventory list they will note the number of the item and the condition of the item at the time of the pick-up. This way when the goods arrive at the destination, we will unload and check off each item one by one, so that you can make sure that all of the items arrived and that they arrived in a good condition.

 Our price includes basic coverage. We will always take care of any damages/loses occurring during the shipment of your goods.
(Hmm, I don’t agree)

 This is a full Door-to-Door service. Our men will load everything at pick-up time and we will unload everything at delivery time. We will bring everything inside and place everything where you wish it to be. You do not have to touch anything.
(Not sure what to say to this, except that it didn’t quite happen this way)

Service we did receive:

 Goods transferred, but not properly re-wrapped when transferred from our container to truck in Calgary.
 Goods shipped from Calgary to Toronto
 Goods mishandled and treated carelessly during the move-in
 Denied claim for lost and damaged items

We believe that due to the extreme negligence and mishandling of our belongings, the least that Capital Mover's can do is to pay for the full repair to the damage on our 2 pieces of furniture.


Sort by: UpDate | Rating
N  14th of Jun, 2009 by 
Agree Disagree 0 Votes
Me and my husband are plannign on using Capital Moving Servies from Alberta to Muskoka Ontario, and my husband is very concerned that we are going to get screwed! I understand that they mishandled your belongings, but was their quote accurate to what they actually charged you and did your belongings arrive on time?

Natasha Jacobs
N  14th of Jun, 2009 by 
Agree Disagree 0 Votes
Hi Natasha,

Can you believe that I was still dealing with all of this last week from last October 2008? Yes our belongings did arrive on time, but as I said in the letter, the damage to our belongings and the un-professionalism of these idiots was unbelievable! As far as the quote goes, I was a low amount of about $2800 based what they estimated our belongings to weigh, but of course our belongings weighed about twice as much as they estimated. The total in the end was approx. $4800. However, I would have gladly paid twice that amount in order to thave gotten the customer service I expected and the professionalism I expected from them. We have moved so many times and have always used one of the bigger moving companies, but thought we'd try a smaller local company this time to save money. Boy were we wrong!! When you are dealing with a small company with an absentee owner, there is only so far you can go with complaints. Unfortunately following the chain of command up until you find someone who cares, does not exist here.

Good luck with your move whoever you use, and remember the saying, "you get what you pay for".

N  14th of Jun, 2009 by 
Agree Disagree 0 Votes
Thanks for your help.
N  27th of May, 2010 by 
Agree Disagree 0 Votes
Capital moving is clearly the worst movers in Canada. You name it, it went wrong. From running out packing boxes, damaging the goods during loading and unloading, meeting timelines, cost, insurance coverage and lost items to just name a few. Elena and Twyla are the worst people to deal with. Never returns phone calls or emails. Whoever wants to use, please review their rating in BBB and [redacted] before making a decision. The guys who unloaded the truck said this is very common with this moving company and he hasn't seen one happy customer.
A  22nd of Feb, 2011 by 
Agree Disagree 0 Votes
I had similar experience with this crapy company. One big scam.
A  9th of Apr, 2011 by 
Agree Disagree 0 Votes
I have a WORSE CAPITAL MOVING STORY if you can believe it. Oh they damaged a bunch of my stuff sure. It took them seven hours to load up my stuff with about 24 'smoke breaks' yeah...but the worst. the worst is that they STOLE from me. I'm not kidding. I was moving from Montreal to Toronto and I had put all of the stuff I wanted to take myself (Including my jacket and wallet) in the bathroom and told the movers to take everything but the stuff in the washroom. One of them asked me to use the washroom and I said fine. When I got to Toronto I found my credit cards were missing from my wallet. Concerned, of course, I called my CC company and found out that they were used at a gas station between Montreal and Toronto about two hours after the movers left my place and headed to Toronto!! I was still in Montreal!
They stole my credit cards from my wallet and used them on the way to Toronto!

I called the company and told them of this and the "president' basically said "Well, sue us. I don't believe you"
I told him that it's one hell of a coincidence that my credit cards disappear when I'm moving my stuff and then they are used on the exact route and time that your movers were on! He said "strange things happen all of the time. Sue us"

Don't EVER EVER use capital moving.
N  6th of Jun, 2012 by 
Agree Disagree 0 Votes
Clarification - Capital Moving (reviewed here) is NOT attached, affiliated or connected in any way with Capital Movers & Storage (Kingston, ON).

Capital MOVERS & STORAGE is an entirely separate company, unaffiliated with Capital Moving. Capital Movers & Storage is based in Kingston, ON with offices in Trenton, Deep River (as Walker's Van & Storage) and North Bay (as Walker's Van & Storage). We are a member of United Van Lines and the Canadian Association of Movers.

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