Troy Transportation Moving and Storage

CAVEAT!! TROY MOVING SHOULD BE SHUT DOWN!
They were so nice before getting our business but then their true colours shone again!! Charged us almost $6k to deliver two bedroom sets, clock, bar and boxes. Boxes fragile were all marked in bold letters, FRAGILE and Bubble wrapped!! Never questioned the amount they charged. Then they show up two hours early, threatening to charge me $90 more each hour they wait and threatened to hold our stuff hostage. Movers stashing boxes on top of one another, placing them anywhere, delivering dressers upside down, seeing them damage one that I noticed when I asked them to correct the position. I started opening boxes and they told me to wait until I see all the damage and then call office to fill in a claim. Arthur, emails me to take photos and sends me claim form. Over $20,000 in damaged items. Paintings, heirlooms,etc. Arthur emails (never once called me) that it takes 4-6 weeks. After six I contact them again, after providing them with a full list of damaged items with the photos and replacement costs. They of course, give you the impression they will work with you by asking you to fill in the form, then their so called claims manager responds at the 11th hour, with a $50.00 reimbursement!
I have taken this to social media (just touched the surface with Facebook, Youtube today) am contacting a global news company. Contacted BBB and our lawyer. Lucky for us he is my brother.
Anyway, this company (family run) is heartless and self serving and should not be allowed to transport people's belongings. Oh, and they did not provide us with a weigh scale sheet, which is required by law.
If you would like to join in our law suit, please let me know.

Service cost: $5700

 We have moved across the country three times and have never experience a more incompetent moving crew thantheone assigned to our move from Ottawa. They were unprepared, dropped boxes, fell off moving ramps, dmaged  almost every item in the move that was not in a box and some that were, destroyed items and then were aggressive and confrontational when compensation was sought. Our vehicle shipment only left Ottawa one day before it was promised to arrive in Alberta.
 
WOULD NEVER EVER USE  THIS COMPANY AGAIN AND WAS MOST DISAPPOINTED  THAT THEY WERE RECOMMENDED BY BBB. .

Service cost: $1875

Move from Vancouver BC,  storage at TROY’s Toronto, delivery to Sutton Qc.    My experience  included damages, losses, overweight, overcharges, indefinite delays and more.  And what about that  illegal $350 deductible? I reported this unreliable, dishonest moving company to (1) Ontario Consumer Protection Services (416) 326-8800; (2) Ontario Ministry of Transport : 1- 800-268-4686; (3)National Leads Center, Business Intelligence & Quality Assurance Division  (Revenue Canada): 1-866-809-6841; (4) Canadian Association of Movers (which constantly receives  multiple complaints re: TROY) : 1-866-860.0065.  My small (luckily!)  move took place June 29/12, from Vancouver, with problem starting May 26th, with an unexpected call from some individual, as “Troy movers”, impatient to pick up my stuff within  10 minutes that  same afternoon …. .  Unfortunately the red light didn’t click in my brain..  My goods were stored in their Toronto warehouse until Oct. 27th and  delivered in Sutton Qc. Oct. 27/12.  Due to their ridiculous compensation offer to my claim, still not resolved after over two years, and the BBB effort,  I have turned to the Small Claim Court, with procedures in process since Sept. 2014.  So DO NOT TRUST their website which definitely does not reflect their actual services (or lack of)  with subcontractors, reckless non-professional, not trained  movers, etc.

Service cost: $1378

 
The worst moving experience!  The reviews seemed OK … in hindsight they were mostly from their website.
 
 
 
The pick up on the East coast of Canada was OK, although they could not give us a date in advance, no problem, we worked around it.  The drop off on the Western side of Canada seemed like it was going to be OK despite very little notice, no problem, we worked around it.  But once the day came we realised things were not OK.  For starters the people were incredibly rude!  The driver was yelling at us over the phone because he was lost.  His tone of voice was that it was our fault, but we couldn’t have helped anyway, we’d just moved here.  When they did arrive his first words were "You have too much junk", as he stared me down and spoke very deliberately.  Then he opened the truck and revealed our battered, poorly packed possessions.  Boxes clearly marked Fragile on the bottom of everything else.  Some boxes had fallen off the top of the pile and were lying in the middle of the floor, some OK but others clearly damaged.  Our child’s bike was destroyed - seat ripped and wheel buckled.  One box had been pierced by something that passed right through breaking everything inside.  Tables, chairs and boxes were all covered in mud.  Plastic storage/shipping containers bought to help move .. 11 of 12 smashed and the contents scattered about the truck!!
 
Now I did expect some damage, but nearly every item had some form of scratch or break.
 
If that wasn’t bad enough, on the way in with a box one mover smashed a light in the apartment.  Then the lone guy taking stuff off the truck kicked and shoulder barged our 6 month old couch through a door way right in front of me.  There’s now a large tear in the centre seat from the door catch.
 
 
 
The cost was more than expected!  The initial pick up crew and packers apparently repacked our TV's that we had already bought special TV boxes for, they also recovered our mattresses, despite already being covered with shipping bags, and they charged us ROYALLY at their prices.
 
 
 
Four months later we are still waiting for our 'insurance' which was supposed to be processed in 8-10 weeks.  Don't be fooled.  They do not care about how your stuff is handled as it will cost them nothing to pay you off according to the contract.  Thousands of dollars of lost and broken items and they send me an email me stating that they will pay as per the agreement – LESS the deductible.  This amounted to negative dollars.  This amount doesn’t even cover the plastic storage containers, or getting the couch fixed.  When I calculate the coverage for the additional insurance they offer it still would not have been enough to cover the broken and lost items.  I wrote back rejecting the offer and questioned the coverage on the broken $1000 TV, given I had paid for additional 'professional' boxing.  I heard nothing for 6 weeks.
 
 
 
This company is not concerned with your possessions.  Pay a little extra and get someone else.  Like I said, the insurance coverage will not cover your losses through their negligence.  And they will not care that your belongings are lost or broken, as the cost to them is minimal.
 .

Service cost: $7000

Giving this company one star does not properly show the terrible service we received.
I received quotes from numerous moving companies for my move from Welland, ON to Kirkland Lake, ON. I confirmed using Troy Transport for our move because they quoted us $0.25/pound when all other companies were between $0.50-$0.60/pound. With the original quote of 6000lbs for a three bedroom house our move would cost approximately $1695.00.
A few days later, after I had called Arthur to confirm using Troy and the addresses and dates, I received an e-mail advising that there has been an error in the quote and in fact the charges would be $0.50/pound -$3,195 doubling the original quote- I did received a revised quote. It was comparable to all other companies and I had already booked with Troy so we decided to go with the company anyways.
Arthur our representative advised it would take 3-4 days for delivery - advising us to not expect our belongings until May 3 or 4. So we rented an additional vehicle to help move some of our furniture so we wouldn't be without a bed and basic necessities for days.
I received a phone call Wednesday April 27, 2016 confirming our pick up date of Thursday April 28, 2016. They advised pick up would be between 8am and 12noon. About an hour later, I received another call advising that in fact they had made another mistake and the truck would arrive between 2pm and 6pm. Again, last minute changes happen and we felt this gave us more time to organize.
The moving truck showed up before 12noon on Thursday, arriving within the original pick up time frame. The movers came and quickly moved through the home. They advised that we needed to purchase additional boxes for $350.00. At this point they had some of our stuff already on the truck and I agreed to the extra charges.
**One of the movers asked to use the washroom, which of course is fine, but as I was walking around my house, organizing boxes I realized the mover was using the toilet with the door open. It was very obvious we was going #2 with the door open.**
On Friday April 29, 2016 as we were leaving Welland, I received a call from Troy's dispatch advising the movers would be arriving Saturday April 30 between 12noon and 3pm. I was in shock as we had made arrangements based on what Arthur had told us. If we had known delivery would have be so fast we would of had the movers take all of our stuff, saving us the additional rental costs. Then the dispatch advised that our weight was well over 10,000lbs totalling over $7,000. When I said that there is no way our stuff weighed over 10,000lbs she transferred me to Arthur our original representative who I had booked with. He said to me "We picked up yesterday, we are delivering tomorrow, what is the problem?" He had a condescending attitude to me on the phone.
He argued with me first before even hearing me speak. He said it was weighed and confirmed, I was mistaken. When I stood my ground and said there is no way it weighed so much Arthur said he would lower our price to $0.40/pound to help with the outrageous cost, but would need to speak to his manager. I was on hold for 10 minutes, then he came back and advised that the weight was correct and the price was the price, too bad for us.
I demanded they weigh the shipment again. Within 15 minutes I had a call back advising that in fact they had been incorrect and that our shipment came in a little over 7000lbs totally $5,009.00. That is a HUGE difference, considering a 3 bedroom house was quoted at 6000lbs, how does someone make a calculation mistake over 3000lbs? I know a ex-mover and he advised that most companies do not have a weigh station at their location and the reweigh would of taken more then 15 minutes. At this point I know I am getting taken advantage of. I asked Arthur what would have happened if I didn't stand my ground and demand a reweigh, he just said "Um, Um , Um" could not give me an answer. He did not answer my question about where it was weighed.
We called Saturday morning at 9 am to speak to a manager to try and have the movers meet us in New Liskeard at the weight station about 50 minutes away from drop off because we wanted verification of the weight.
The "manager" we spoke to advised us that they would reweigh it at a $350 charge to us but they would not weigh it unless the station was within 16 km of drop off. The closest weight station is in New Liskeard. We asked to speak to her manager because she was rude and arrogant and being far from helpful. She advised "I am the be all, end all of the office, what I say goes". When asked to speak to her boss she said they were out of country. I wanted verification of our weight because there had been so many mistakes, but she flat out refused to make any exceptions and to give us the proof we were asking for. She continued to advise that it was all "human error" and that I was being unreasonable. I can understand human error with the first mistake, the wrong price for a quote, I can understand human error with the pick up time and the delivery dates but this is getting outrageous.
Once delivery was dropped off, there was damage to our furniture. Ripped our couch, broke the leg off our closet and broke our plastic storage boxes-the movers not caring at all put the furniture down and said "take a picture, make a claim". Right, make a claim with the company that flat out refused to accommodate our requests and argued with us.
I would like to make mention the final receipt did not verify the weight - also there is a 3% service charge for using a credit card, so unless you are rolling in money and have over $5000 in cash you are getting charged for that too. If a tow company can take credit card without a fee how can a huge moving company not?? All said and done, we paid $5,159.00
Looking back I should have gone online and read all the reviews of this terrible company - all the complaints are very similar to ours. The last positive remark was dated in 2011. I have no idea how the company gets away with this. Refusing to prove the weight is what makes my blood boil the most, when mistake after mistake after mistake are being made "human error" is no longer an excuse and being in Customer Service I know the "manager" should of made at least one exception allowing us to meet the truck to verify the weight - only a company afraid of getting caught red handed would refuse to have us present for weigh in.

Service cost: $5000

My experience with this company was terrible. I wish that I had listened to my gut feeling and cancelled my move with them. They messed up the pick up date, and then told me that I had called them and requested the change; which I had not done! The movers who picked up my things didn't know how to fill out the paperwork and told me that a detailed list of my belongings wasn't necessary. I called every week for an update and to request the weight of my things. I felt like I was badgering them for information, and was given conflicting stories depending on who I spoke with. One person claimed that my things wouldn't be weighed until they reached Ontario, another said that they had been weighed previously but that she didn't have access to the waybill because it was with the driver. The company claimed that my belongings weighed significantly more than I had estimated. I told them several times that I was concerned about this. They offered to weigh my things again as long as I would pay them an extra $200, go back and forth with them to the scale, and as long as the scale was no more than half an hour from the drop off location. The nearest scale was an hour away so that wasn't an option. As my belongings were delivered I weighed each piece on my own scale. The total weight was nearly 700 lbs less than what they charged me for! Additionally, several boxes are missing; of course one box contained my electronics. I contacted the company to report the weight issue and the missing items and have been very disappointed with their response. They offered me a $100 refund for the weight mix up, which is much less than they owe me, and have never satisfactorily addressed the missing boxes issue. I am VERY dissatisfied with this company and very angry at being cheated! I do not recommend this company for any purpose!

Service cost: $2000