Burly Boyz Moving & Storage

What started out promisingly for my move from Edmonton to Toronto turned into a horrible experience. The initial contact with the sales team was handled promptly and professionally, and the quote provided was reasonable. I was advised that my possessions would be shipped by rail and was provided a guaranteed delivery window of 6 to 17 days. While quite a wide range, at least it was “guaranteed”.

On the day of the move, I was called and advised that one of the two-person crew had not shown up for work and they were trying to find another worker. They eventually did, but my whole moving day was delayed as a result. The team that showed up were polite but rather slow.

When I booked, I was told that the crew on moving day would be able to provide me with a more precise date for delivery at the other end. When I asked, they said they had no idea and I would need to contact the office. The office would only reconfirm the range I was previously provided, but said I should follow up and they could give me a more firm date soon. As I left town and began my own drive to Toronto, I followed up every day with my “moving concierge” but either got no response or was told they did not know yet.

It was only downhill from there. After I arrived in Toronto, I was in regular contact with the “concierge” as well as the logistics manager in Vancouver. Neither could give me a sense of when my possessions would arrive. I had fortunately left Apple Air-tags in several of my boxes, and knew that my possessions had not even left Edmonton and were at Burly Boyz’s warehouse.

As my “maximum guaranteed” 17 days window came closer, I pressed the company’s representatives for an answer on when my possessions would even leave Edmonton and why they were not already on the way. ONLY THEN was I told the real truth. The company only ships from a location when they have enough to fill a full train container. My possessions were less than that, which they knew based on both the original estimate and the confirmed inventory when my possessions were picked up. AT NO POINT did they ever advise me that the “guaranteed 6-17 day shipping window” was entirely dependent on whether they had enough other business to fill a shipping container!

Due to their delay and lack of honesty, I began having to incur costs to live without my possessions. They weather went from warm fall weather to cold and snowy. I had no boots, warm coats, gloves, etc., as I had no expectation that I would not see my possessions before winter hit. I advised the company’s representatives that this was the case and asked whether they would compensate me for these costs and for the delay beyond their “guaranteed delivery window”. I was continually given the run-around on getting any kind of answer. I was told by the “concierge” that she would ask her superiors, but was made to wait days for any kind of answer. When I repeatedly asked to speak to someone higher up in management, I was told that “ownership” did not speak to customers and that I could only speak to those I was already in contact with. Online searches could not provide any information on company management, and when I called to try to reach someone with decision-making authority, I only heard back from the same people I was already dealing with.

My shipment ultimately arrived 3 full weeks beyond the “guaranteed delivery window”. 38 days for a shipment to get from Edmonton to Toronto! And then, when the movers showed up at my residence, I was told they would not even open the truck until I paid the outstanding balance in full. AND if I did not, then I would be charged additional amounts for “storage” if they drove away without unloading. Essentially, my possessions were being held hostage, regardless of the company knowing there was a dispute over the delay in delivery plus the costs I had to incur.

I spoke to my “moving concierge” to again express my disappointment and was advised they would provide a $600 discount. I indicated that was insufficient but would pay the balance on the understanding that there would be further discussion to reach an amicable resolution. She indicated she would take the issue back to “ownership”.

Ha! What a joke. After they got my money, I got an email advising that the $600 was all they could offer due to their “internal policies”. Essentially, we have your money now, so go away.

This company practices and internal policies, that are never disclosed to customers in advance, should make anyone wary of using them for a move. I did my homework in advance, asked all the right questions and was told whatever I needed to hear to get my business. But once they had my possessions, any kind of reputable customer service stopped. What kind of business, knowing that a customer is extremely unhappy, won’t even have someone with the ability to make a decision speak to the customer?

Move size: 3 Bedroom Home Service cost: $4600

If you value your time, your money, and most of all your sanity, not use this company. They said they would send their largest moving truck. Which they did - but it was already 1/4 full with someone else's stuff. So a good portion of our belongings did not fit. We were moving across the country and leaving by plane the next day! We had no options! The remainder of our stuff had to sit in a neighbours garage until BB could send another truck to pick it up. Then they gave my neighbour the runaround about actually picking it up, poor girl. It sat in her garage for almost two weeks.

When my two loads were finally reunited, they sat together in a warehouse for a crazy long time instead of being shipped out immediately like they promised. Meanwhile, we were sitting in an empty house at the other end of the country. EMPTY. We had to buy many new items just to get by - dishes, linens, cleaning stuff, etc. Which means now we have duplicates we don't need. They told us so many times that the loads were on their way, which wasn't true - we had placed AirTags in a few of the boxes, so we knew exactly where our belongings were.

Finally, after our stuff arrived, many items were missing and/or damaged. The young men who were sent to move our stuff in were great, except when they broke the leg off my antique china hutch, they drove a screw into the front of it to fix it! I couldn't stop them, but I almost cried. It now has to be repaired professionally but that damage will always be obvious to me.

Several of our boxes had been sliced into purposely. My husband had two boxes labelled "Comic Books" and someone had taken a sharp object and sliced open the sides of BOTH boxes in the exact same way and rummaged through. Thankfully nothing of value was taken. The would-be burgler didn't know what he should look for, I guess.

Getting compensation from them took FIVE MONTHS. Even the independent furniture repair guy they hired in the end refused to deal with him. We had BB pay us for the repair, and we will pay him.

If I could save even one person from using them, I'd be happy.

Move size: 3 Bedroom Home Service cost: $12000

DO NOT USE BURLY BOYS MOVING AND STORAGE!!!! The arrangement for the move was to include 3 heavy items and the movers who showed up were not aware of the heavy items to be included. The movers were shown the invoice showing the heavy items. Another company needed to be hired which came to $600. Burly Boys only compensated $100 and felt like they went above and beyond. In their email they concluded saying said we hope you will recommend us or use them again in the future. They are totally clueless about customer service and sticking to their word. This move was in Calgary. It was my daughter who was moving, and I was there during the full move assisting with carrying things out to the truck and unloading the truck at the new place because of most of the hired help the Burly Boys hired had very little experience. Avoid them or you will be extremely frustrated with the outcome!!

Move size: 4+ Bedroom Home Service cost: $3300

We had received very high reviews for Burly Boyz, but come the day of the move we were very disappointed. Although the movers (3 of them) were very friendly, they were not very careful with our furniture. Some of our items got damaged, and the supervisor outright admitted that was from the way they packed the truck. When calling to see what could be done for compensation, we were told not much because of the insurance package we chose. So ... if the company admits the damages caused were totally their fault, you would think there would be an exception to the rule ... nope! NOT IMPRESSED!!! Will not be recommending Burly Boyz to anyone.

Move size: 2 Bedroom Home Service cost: $1223