That Guy Van Lines

THESE PEOPLE ARE SCAMMERS!! Do NOT BOOK THEM! I emailed Marlene and booked a move recently. She confirmed my move for 9 AM and requested a $200 deposit which I sent via e-transfer (Never do this!!) On the morning of the move Nobody showed up for 9 AM. I called (250-486-6606) and emailed (tgvanlines@gmail.com) and at first Marlene didn't answer either mode of contact. I called again and she picked up and I told her I was scheduled for a move at 9AM and no one showed up! She pretended not to know there was a scheduled move and asked if no one showed up! She then said she'd call and see if they were close by and get back to me; she DID NOT! Shortly after one of the drivers ANDRE 250-395-0081 left me a voicemail and they would not be at my location with the truck until 3PM!!!! I told them that is unacceptable and he told me to call LUCKY CAMPBELL 250-609-0081 and asked if there are other movers available. I called and LUCKY said he'll check with one other guy but could not guarantee. I immediately cancelled everything and requested an immediate refund of my $200 i.e. THE JOB WAS NOT DONE. TO THIS DAY I HAVE NOT received my money back! Lucky told me to email MARLENE, I sent at least 3 emails asking for my money back and she has not responded to any!!! LUCKY stopped taking my calls completely. I was able to get ANDRE again and he told me he would let LUCKY know I need my money back. I called ANDRE again and he said he spoke to LUCKY and message was received. I even flat out asked ANDRE if I'll actually get my money back to which he responded "YES OF COURSE". To this day no one has reached out to me. THEY ARE SCAMMERS - DO NOT BOOK EVER!!

Move size: Partial Move Service cost: $1260

I couldn’t be more pleased with this move. We moved outside of peak schedule (mid-month) so we were able to save money. I asked for 3 other quotes and That Guy Vanlines came in the most favorable by a long shot.

I had good communications with the company before and during the move. Responsive with my inquiries.

I ended up paying exactly per the quote despite some of the technicalities the movers had to deal with ie. Front stairs from the Vancouver house, long, steep drive way in Kelowna, weather conditions on the coq meant that the movers had to tough the drive, other irregular sized furnitures.

They took good care of our belongings, removed the legs of the table to ensure better transport. Wrapped everything in blankets. Even laid down blankets to protect the flooring.

We also had them move our large potted plants (heavy soil) and they were very good about advising us how to care for them and also what to expect after being in the truck overnight.

Upon unloading, they put our boxes nicely in an organize manner, making room for where the bed goes.

We had Kevin and Richard (some other guys came to help too). All were very friendly, professional and respectful of our time, house, and things.

I Highly recommend That Guy Vanlines. Took this what-could-be-a very stressful move into something manageable.

Move size: 3 Bedroom Home Service cost: $2000

I recently used That Guy Van Lines for my move from Alberta and would recommend them to anyone I know! If you are looking for an honest, upfront price with excellent staff these are the movers to choose. I sent them a list, they provided me with the pricing, and the price really did stay the same throughout the move. The office staff was friendly and kept us updated the whole move. The guys were great and took such care when moving our furniture. They made the whole moving process a lot less stressful. I can not thank them enough!

Service cost: $1800

I used this company to store and move my belongings, and can't believe how terrible my experience has been. This company broke SO many of my personal items, and refuse to pay for them, or fairly replace them. I have submitted a claim with photos, receipts and detailed information for them, and they refuse to acknowledge or take any responsibility for the damages. Their communication is awful, and I'm honestly disgusted in the way they have acted like my belongings are worth so little. I have had to call, email and basically make them respond to me. I will be submitting a review to the BBB, and looking into litigation.

Service cost: $900

I want to say the front end process of receiving a quote went very well. The guys that loaded and unloaded our belongings were very professional and respectful. That's where the good service ends. I have used movers 8 times over the years to move across Canada and the US. Damage happens but how the moving company deals with the damage has always been consistent, until now. We had a small damage to our King bed footboard which the movers noted as being caused by a peddle on our bikes rubbing against it. We also had a more serious concern with the fact that the guys wrapped our furniture in blankets which gasoline was spilled on. I was told that they knew about this and still used the blankets. For the last 5 days day wife and I have been dealing with the discomfort of the gas fumes. A restoration company told me they need to clean and use ozone to rid the smell. Since reporting my issues I have yet to receive any form of reply. When I talked to their office I was told that the claims department does not talk on the phone to anyone and the e-mails I have sent have not been replied to. I paid $49.95 for extra insurance and I am not sure what that is used for as again no one replies. I live in the community that "That Guy Van lines" operate. I used them as I wanted to support the community I live in. I have several contacts in the community and I intend to share my experience and lack of customer service with them. I hope they realize their current way of doing business does not build your business.

Service cost: $1000

We moved from Vancouver to Calgary on November 3 2015. They broke my wardrobe and entertainment centre. The entertainment centre was hidden by the crew who moved me out of Vancouver. When the crew unloading in Calgary finished, I asked where my entertainment centre was. No one knew, until they called the Vancouver employee, and he admitted they broke it, and put it in a storage locker. They also have several items of mine at their office - and to this day, I still don't have them back. They have acknowledged the broken furniture and lost items, but now, No one will answer any emails. I do not know if they have filed a claim with their insurance company because the company won't respond. I registered a complaint with the Better Business Bureau, and the company did not respond to them either. I have gone to the media, and a few outlets have expressed interest in my story. I am now in the process of posting reviews to caution others against using this company. My only other recourse is litigation at this point. I simply want my things back, and to have my broken furniture either repaired, or to be reimbursed for it. Please, do not use this company. I would hate for anyone else to go through an experience like this. It's just awful.

Service cost: $1900

Thank you very much! Considering the size and distance of the move, I think everything went really well. We had a little delay in delivering, but more helpers were sent out and the problem was solved! Everyone powered through and the job was completed after a year of planning!! The guys were friendly and helpful and did not cause any damage to walls or floors! Much appreciated! This move was somewhat emotional for us and dealing with this company certainly made the whole experience easier. Thank you again!

Service cost: $7200

This company comes across as helpful and willing to serve your needs, but don't expect your fragile things to get to your destination in one piece - or at all. We had our things broken, stolen, and, in the end, paid more than what we were quoted.

We called the front office to complain about what happened and the receptionist told us it wasn't their problem.

Basically, when they have their money, anything goes.

PROTECT YOUR THINGS. HIRE SOMEONE ELSE.

THIS COMPANY IS TERRIBLE.

Service cost: $1200

I was very happy with the move. The two fellows who arrived were professional and pleasant. And, they were very helpful with some last minute decisions I had to make. I wasn't able to be at my new place when the items were delivered but I made arrangements for someone to let the movers in. And, when I arrived, everything was there and some of the furniture which belonged in specific rooms (i.e. dresser in bedroom) were in the applicable room. On top of all that, the pricing is very reasonable compared to the competition. This was also long distant move and That Guy Van Lines gave me the shortest delivery window of any of the competitors. Because it was winter and we were in a cold snap I didn't really want my stuff left too long in a cold truck. As it turned out, they delivered all my stuff the next day, hence, why I wasn't able to be there because I was driving up the day after. I highly recommend these folks. And, I would definitely use them again.

Service cost: $1480

In February we used this company to move us from Edmonton to BC. When they finally arrived to load us up, we were so worried that our building was going to force us to re-book as we could only reserve the elevator for 4 hours to move out and they were 2 hours late. Luckily we had no issue with building management. However, we did not ask for the extra insurance because of the delay and worry. No one from That Guy Van Lines made any suggestion or reminder that it was available. BIG BIG mistake!
We had asked for TV boxes and picture packaging. Neither were brought and the loaders said that they knew how to pack everything safely and they weren't needed. That should have been my first clue. Then as they were carrying the stuff down to the truck I found parts of items laying in the hall. Second clue.
Then when they unloaded us in Enderby, I started noticing minor scratches on some of the furniture. My wife and I thought it was not worth making an issue. The "lot supervisor" that was with the truck fixed one scratch and told me how to do the rest. Then I started seeing more and more scratches. Sigh, scratch repair is going to be less than $100 so we said nothing.
Then we started unpacking our china that was well packed using towels to cushion the top and bottom of the boxes. The side handle on the box of expensive china was ripped out and virtually all of the china inside was shattered. The box was obviously dropped. This china is not cheap and cannot be easily replaced as it is no longer being made. Add to that it was precious to my wife as her mother had collected it for years when my wife was a child and given to her just before my wife's mother passed away.
This was when we contacted That Guy Van Lines with our claim. We sent in a claim by email. No one responded. My wife called and the woman that answered was disinterested. My wife asked to speak to the manager and the woman said she would take a message. My wife asked for the manager to call back. Nothing.
We called again and was told that communication had to be with the insurance section and could only be by email. We sent another email to insurance. Finally, we got a response from "John" in insurance that said since we hadn't taken out the extra insurance we were out of luck.
This is very odd as with most movers, they have a basic insurance and you can add additional insurance but not with That Guy Van Lines. Strange. Is this because of the number of claims they get? Oddly, there seems to be lots of "very positive" reviews.
Total replacement cost of items damaged by That Guy Van Lines will exceed the cost of the move.
PLEASE USE A BETTER MOVER.

Move size: 3 Bedroom Home Service cost: $2500

The company, Those Guys Van Lines, assured me if I moved during the week day and paid cash I would save a considerable amount. I accepted the payment agreement and was assured the amount would not change.

When the movers arrived, I quickly assigned them the items to be moved in addition to areas which were out of bounds.

After moving several times, within a short period of time, kept my contents in moving boxes marked “fragile”, a few pieces of furniture and a new mattress set without a frame. Since my contents took no more than 30 minutes to load and unload previously, didn’t anticipate any delays.

As the one employee diligently began loading my items, the other focused on his cell and then turned his attention to his e-cigarette which was in need of recharging.

As they loaded my furniture, repeatedly stated they were wrapping my valuable pieces of furniture. When I requested they wrap them in the apartment, he ignored me and continued texting.

When it came to my teak wall unit, they discovered it was attached with a plate and screws. They were quick to inform me their employer does not supply tools due to the theft among staff. I then suggested we call it quits and I’ll reschedule another day. He informed me full payment would still be required as most of the items were already loaded and there would be a fee for unloading.

I then contacted the office; their method of customer service was I was to go door-to-door or leave the boys to move my items and go out to buy a screw driver. I made it clear I was not going to pay for the increase in time as a result of not equipping their staff with tools.

What a concept: leave them alone, after informing me their employer did not provide a screw driver due to theft, but I was to entrust my belongings to them.

When I left to load an item in my car, returned to find one of the employees going through my personal contents in the out-of-bounds area and defended his actions by locating a butter knife which he used to disassemble the wall unit which evidently stripped the screws.

As the items were all moved, in spite of the delays, he retrieved his e-cigarette. He voiced his annoyance as the item had only partially recharged. He then took a puff from the e-cigarette, blew the smoke in my face and said “strawberry flavour”. In spite of my disgust of the day’s events, remained quiet.

As they moved some of my items into my new apartment, I was approached to sign the work order. There was a substantial increase in the amount they quoted me. When I declined paying the additional charge, he smiled and without a word headed down the elevator.

After some time, noticed no one was bringing my belongings. When I went downstairs discovered some of my contents in the middle of the road, and the truck gone with the remainder of my possessions.

When I phoned the company, she claimed I was mean and told them I didn’t have the cash. She then recommended I reschedule my work to accommodate another day for them to deliver my items. I declined.

Every time I phone the office, her first words were “do you have the cash”. I was given no choice, either pay the ransom or walk away from my belongings.

After nearly 8 hours, they returned with my possessions so I could pay the ransom to release my belongings. They were quick to defend their actions as they dragged the mattress, wood furniture along the concrete only to tear the material and splinter my beautiful wood furniture.

When I asked what happened to the other guys, was informed they were on another job. They never even had the decency to return the elevator key.

As I look at my beautiful wood furniture majorly damaged, along with my mattress and boxes crushed, I now understand the value of reviews.

Move size: Partial Move Service cost: $500

We all know that moving can be exhausting and stressful. Especially with a wife that is 6 months pregnant and a two year old son. So why not hire a moving company to take some of that stress and work off of your plate? Well, while for the most part our move went smoothly, it was no thanks AT ALL to the management at that guy van lines. After back and forth correspondence regarding price and time line for moving we agreed to pay the peak moving pricing for the end of November to move our family north to Prince George. It was agreed that the truck would load our home in Kelowna on the Wednesday, drive north to Prince George on Thursday and unload Friday morning. Thursday after noon we were notified that the driver was houred out and would not be leaving until Friday. I spoke with management who were unwilling to compensate or even be understanding of the predicament this put my family in. We were forced to pay for another night of hotel rooms as the truck arrived at 7pm to unload a 5 bedroom house. So after paying the “That Guy Van lines” higher end of month rate to take a load off my family my pregnant wife and I had to help the movers unload our belongings into our home until 12:00am. Because they were unable to schedule drivers hours and delivery’s appropriately. Management was unwilling to compensate/discount rate, pay for the extra nights hotel or even offer any type of understanding or sympathy for the significant inconvenience. I would like to make it clear that I understand a drivers and companies obligation to obey laws regarding hours etc. The movers on the trucks did a wonderful job moving our belongings. However, the dispatch/managment that I dealt with regarding the late delivery was rude, un-empathic, and took no ownership for the fact that their scheduling problems added to my moving expenses and added much un-needed stress on my wife.

Move size: 4+ Bedroom Home Service cost: $2800

I am thrilled with the service provided by this company. From start to finish I received top notch, prompt and courteous customer service. Carlina in the office was a gem! a real gem! I am so very grateful for the great communication. She always responded in a timely manner with whatever information or assistance I needed.

Given that I had recently gone through a horrific experience with a large, national, expensive, supposedly reputable company at almost 3 x the rate of this company, it was a little difficult to TRUST again. But, I can only say that I wish all the moving companies were as hard working and honest at this one. I give That Guy Van Lines a Gold STAR! rating. I spent so much on the first moving company and they damaged so much of my furniture that this time around I did not buy the insurance. And, THAT GUY VAN LINES did not damage a thing! These guys were so hard working and so dedicated, so professional! I am very happy and grateful that I decided to hire them. They loaded everything very carefully and unloaded the same way. And, they made sure they put every piece of furniture where it was supposed to go!

I highly recommend this company and suggest to any one that is moving to be very leery of these large high priced companies that charge by the pound. So far it has been my experience (and I have used that variety several times over my 30+yr career) that they rip you off. They give you a quote and then when it comes time to pay, they say that your shipment weighed thousands of pounds more than they estimated and they charge you thousands of dollars $$ more. THAT GUY VAN LINES gave me a very reasonable quote and they stuck to their quote! no surprises!

THAT GUY VAN LINES delivered what they promised and then some. They went above and beyond to help me! Kevin the driver and load manager was AWESOME!! THANK YOU!! SO VERY MUCH! for getting me and my service dog back home. I am so very grateful to Carlina and Kevin and the loaders who worked their butts off!!
Thank you so very much THAT GUY VAN LINES for going the "Extra Mile".
MAY all of you be richly blessed!
Florence Rita Rickards.

Move size: 3 Bedroom Home Service cost: $4400

I'd like to not give this company any stars but one star is as low as I'm allowed to rate. This is an absolutely terrible company, they are extremely unprofessional, the movers were slow as molasses, they lost our pieces to our crib when we didn't even ask them to take it apart. When the move was finished we had no pieces to put the crib back together and they refuse to accept our claim. The crib was a European crib and we can get the same pieces here to put the crib back together. When we first contacted the movers to tell them the pieces never made it, the woman on the phone suggested that I just reorder the pieces on amazon. The claims department won't talk to you over the phone, only by email because they are cowards and totally unprofessional. It's been four months since we moved and no one has replied to our claim and communication. I'm dumbfounded that they think this is acceptable. I've dealt with many movers in the past and I'm shocked that they operate this way. And they weren't even any cheaper than some of the better companies.
I would strongly that you DO NOT use these guys. I should have noticed and taken into the account that the over all rating on this company was already a one star! After looking into this company further and through social media, it turns out that there are many people who have had major problems with this company. Big thumbs down.

Move size: 3 Bedroom Home Service cost: $1400

Moved from Edmonton to Nanaimo. Got insurance as we value our possessions and wanted to protect them. Short staffed on both sides and obviously not “professional” movers were used to unload our furniture. There were two guys crossing the street bringing on one or two items at a time, no dollies no floor mats, causing gouging on brand new hardwood flooring. Many items broken and damaged and a lot of missing furniture and electronics. We made a claim as that is what insurance is supposed to be for and got denied, we had to call so many times we lost count, no one would get back to us, ever !! And now we have been forced to seek legal council. This is just a bad business period! Do your home work when hiring and save yourself from this horrible business seriously!!

Move size: 4 Bedroom Home Service cost: $5300

We had contacted this company regarding our move from Alberta to Naramata, BC. We gave them our info and they provided a price. They also wanted to know what contents we had. I had emailed all our contents and the next thing you know the price had doubled. We had a short time frame to move so we agreed on the price. We had also told them our drive way in the new location was very small and on a busy road and a semi would not fit. On arrival of the move, we had beautiful hardwood floors and no runners were provided to lay down to avoid scratching. There was severe miscommunication between the dispatch and the workers. We had asked that they provide some packing as I had packed most of the goods except kitchen and a few others. They charged us full price for the packing and I have asked them numerous times as to why they charged full price as I had packed half the house myself. I also wanted a list of the materials so I could see if we were charged for the mattress bags we did not receive. The movers arrived late and 4 hours before the packers. They were all scheduled to arrive between 10 and 12. Movers showed up at 12:25 and were confused at to what they were to do. The packers were not aware they were supposed to be at our location that day and didn't arrive until 4:34. We finished at 8 as it was getting late and agreed to return at 8 the next morning. The packing crew arrived at 8:30 and the loading was complete at 2 PM. We had ordered TV boxes, picture boxes and mattress bags. The mattress bags did not arrive. When packing the TV's, they did not put the cords nor remotes in with the TV's. They were just left laying on the floor.
We had our belongings put in storage as we could not enter our new place until 10 days later. So needless to say, our goods were packed, unpacked for storage, repacked again for delivery, and unpacked at our new location. Before unloading anything, we were told they needed another $500 before they would unload anything. We immediately contacted the office and after along discussion agreed to pay the $500 (this was a hold back from the original quoted price that we had already paid). There were some broken items (1 stool, 1 planter stool, a knob off one of the posters for our 4 poster bed, and numerous scratches on our 6' long glass dining room table. 1 lost item (power cord for our elliptical). We again called the office with these damages. A few days later, their insurance guy emailed us a claim form requesting receipts and pictures. We have supplied all this to their insurance personnel. They said it would be 5 weeks for any action. We have contacted them numerous times via email and also by telephone and have yet to have a response. We will be contacting the Better Business Bureau and our lawyer to resolve this issue.

Service cost: $8000

DO NOT UNDER ANY CIRCUMSTANCES HIRE THIS COMPANY to move your belongings.
I moved from Calgary to Nanaimo, I shipped 22 boxes, I received 17!
I told them when they came to unload that I wanted to ensure all my belongings were on the truck before I paid them, they said they would not unload anything until I paid.
When I called to inquire, asking them to contact other people who would have had deliveries on the same truck if they received boxes that did not belong to them they immediately said no without even checking.
They have sent me a claim form but they want photographs and receipts for what is missing!
I lost personal files, clothing, shoes, Samsung remote Control and various other things.
I don't want a claim form. I want my things back that I shipped with them in good faith!
I am not letting this go, I will contact the Better Business Bureau, I will contact W5, I will contact Global News, I am not done yet!
Once again PLEASE DO NOT EVEN CONSIDER USING THAT GUY VAN LINES TO MOVE ANYTHING , you're making a HUGE MISTAKE AND TAKING A HUGE RISK!

Service cost: $735

Moved within town, got a quote of $1440, the actual move cost $2100!! The crew was careless cramming things into the truck as they were under instructions to try and fit 2600 sq ft house in one 5tonne truck even tho I reserved and rented two 5 tonnes with 4 men.. 8 weeks prior. Every Rubber maid I bought for the move had cracked lids, my new wood dining set had severe damage to both the wood and padded seat area.. The movers had tore through bags of clothes trying to make everything fit in the truck.. I ended up having to pick my underwear up from the back of their truck and my driveway :-( I have tried several times to call the owners of the company but have not received a return call yet. I've left messages stating damage and was told by an employee that there was special insurance for it..I have yet to be contacted..I wouldn't want anyone else having to go through this as moving is stressful enough at the best of times..

Service cost: $2100

If you value your possessions Do Not Use this company. They hire people that are careless and unprofessional. Our furniture arrived damaged, leather living room set torn, desk broken, small table, leg broken. As they moved the furniture and boxes into the house, they gouged the hardwood floor (newly refinished). We made an insurance claim and are still waiting to hear, their silence speaks volumes.
I could continue to write about the experience but their were no positives to be had from this company. My advice to anyone who is reading this review, be good to yourself.. Do not use this company!

Service cost: $3395

Where to begin.. I have a house full of 178th century antiques & fine furnishings & was very worried about my move & the safety of my belongings. Almost every piece was damaged. I did but insurance but it's been 6 months & nothing. Not one word of communication after multiple monthly phone calls to them, multiple requests for my invoice to be emailed, multiple requests to have a manager return my calls. Zero help.

In fact I have been told they don't even know who the insurer is that covers them. That all they have is an email which they won't give out. That I should just wait..its been 6 months with zero resolution. Every piece in my $7k bedroom suite had wood chips & damage. My 6k couch was ripped at the back. The wall of my new home was damaged. My large gargoyle 17th century wall sconce was broken in half (after surviving centuries!) Thier workers took the top off of my antique dining table which has a complex leaf system & never put it back on so wE can not done at it to this day until I can find someone to fix it. NIGHTMARE. But worse is zero culpability or communication from the moving company.

6 months of calling every week trying to find out how to rectify this situation & have my belongings repaired. I bought insurance & complied with thier 2 day window to file with insurance. DO NOT HIRE THEM!!

Service cost: $1200

That Guy may come in a bit cheaper than their competitors, but beware. Even though we were very specific about the amount of stuff we were moving, they underestimated the space and had to make two trips from Canmore to Penticton. We had to take two days off work instead of one to allow them to make the pickups. Even though they will quote you a rate for a full van-load, you don't actually get the whole van. They already had someone else's things on board, so we got what space was left. On top of that, they lost a number of items, including a 24 ft extension ladder. How do you "lose" something so large? If you wish to make a claim, you have to pre-pay a $150 deductible before they will review your claim. They do not make a roster of items, so you really have no idea if all of your boxes make it until you unpack everything and realize stuff is missing. They are also quite disorganized and you have to keep calling them to find out basic things like when your load will be delivered. The only reason I'm giving them 2 stars is that the guys actually doing the loading and unloading were very pleasant and hard-working. However, I won't be hiring this company again.

Move size: 3 Bedroom Home Service cost: $3000