Guardian Transfer and Storage

We were charged an extra $583 because the moving truck couldn't get in our driveway. I contacted Guardian Transfer after receiving a verbal referral from neighbours of ours who had booked a move through the company.

When I called, I spoke to an agent named DC. She did a verbal walk through of our move and provided a quote. She explained the cost for the move would be higher or lower depending on the weight after all our items were picked up.

During this initial telephone conversation, DC asked about access for the moving truck as we were living in a rural area. I told her that a school bus can get in our driveway, and asked whether that would be okay. She said she thought it should it be.

On October 9, we met DC in person at her office. My husband raised concerns and doubt about the moving truck getting into property. We discussed the access and she seemed satisfied that as it was a condo development and we had "all moved in" that somehow we would be okay. At no time did DC mention the size of the truck coming to pick up our belongings, or indicate she would like to see photos of the access, or otherwise try to determine access.

On the day of the move the driver showed up with a massive truck that could not make the turn from the main road into our driveway. I explained how I had told DC we can fit a school bus in the driveway, and he said that a school bus is 35-40 feet but his truck was 75 feet long. He had to arrange for another, smaller truck to be dispatched.

In the meantime, I spoke to DC on the phone. She said there would be an additional charge for the shuttle, which was normally $1200. I was appalled and told her this wouldn't be necessary if she had come to look at the property or listened to me when I said the driveway could be accessed by a school bus, (not a truck twice as long). She said she would lower the charge to $500. As we needed to move that day, I agreed. I asked for the revised estimate in writing.

DC sent the amended document a short time later via email, and the $500 shuttle charge had increased to $583.79. I called her on the phone to ask why this charge had increased. She said it was 70% off the real cost of $1200, and that's what it worked out to. However, 70% off $1200 is $360 not $583. Through emails I expressed concerns about the discrepancy but she refused to change it.

The load up was completed after a three-hour delay. A few days later we received the invoice for the move. The weight was actually 6,634 lb so the charges increased accordingly. I totally understand this. I don't understand why we were charged for the shuttle.

As a result of these issues, I asked Guardian to reimburse us $583.79 because:

1) Under #5 of the written quote for this move it says: "5. Transportation cost is based on access for loading/offloading with a 53' tractor trailer unit within 75 feet of residence. Inability to do so may result in additional charges for use of a smaller truck (shuttle service). - The truck sent for our move was not a 53' tractor trailer as indicated in the quote. It was a 75' tractor trailer. It is possible a 53' truck could have fit in the driveway. - The additional charges were not defined in writing. I had to go by the word of a person who told us the charges should be $1200, but would only charge $500, and in the end actually charged us $583.

2) The confusion about the access would have been easily addressed if someone (anyone) from Guardian had come to visit the property.

3) If we had known in advance of the move that we would need a shuttle truck, we could have arranged for local transportation services, or borrowed a truck, costing us little or nothing. I have expressed my concerns to customer service at North American Van Lines. North American has said that any reimbursement has to come from the agent. I wrote to the manager, Mr. Trimm, and he got DC to reply. They refuse to reimburse us.

UPDATE: August 4, 2016

In December, 2015.I filed a complaint with the Better Business Bureau of the Atlantic Provinces. The business' initial response was that I knew of the charges, could have moved with another company, and the trailer was 53' long. They said they wouldn't refund the money. I disputed the veracity of their response. Then they came back and said it was the driver's fault. I persisted in my complaint and we were finally offered a refund of $583 (the tax was not refunded) from the parent company, North American Van Lines in early March 2016.

In my original review, I did not mention that the driver and crew on the day of the move provided amazing service and support (as I'm crying out on my driveway). They work for North American, not Guardian Transfer. I was also extremely satisfied with North American Van Lines' customer service and appreciated their assistance. Finally, I am very grateful to the BBB. They were responsive, informative, and helpful.

Guardian Transfer recently asked me to remove this review. I think it is important to be fair and to acknowledge that my complaint was resolved in that I did receive a refund for the shuttle charges. However, I think it is still helpful to know about the issues that can turn a move into a nightmare, and feel it is good to know the questions to ask and the issues to clarify before booking with this company. First and foremost - ensure the agent comes to look at your belongings and the property!! In the end, the company never admitted they did anything wrong and never apologized.

Service cost: $10295

Despite the negative reviews, I was willing to give Guardian a chance as I strongly believed they would strive to provide better service. Yet, it was not to be. Once the agent, Colleen got my contract, didn't hear from her at all. No calls on the day of the move. After the move. Further, despite reassuring that I will get to see the scale tickets before loading and unloading, that was not the case. I had to contact North American Van lines directly to sort out these issues. Colleen only contacted to get payment. When I brought to her attention her shoddy attitude, there was no improvement. She didn't bother to call to ask whether the unloading went on smoothly. And mind you, we paid about $6200 - so its not a small amount. Yet absolutely no service from Colleen and Guardian. If you are considering them, please be prepared to not to hear from them once you confirm them as agents.

Move size: 3 Bedroom Home Service cost: $6200