True Maple Moving

I wish I could give them negative stars. Firstly, they were more than two hours late when coming to our house but that’s the least of what happened. They didn’t disassemble furniture even though they said they would and half of our furniture ended up damaged. At this point it’s 8pm and we are waiting at the new house which is only two hours away from where they are moving the stuff from , they call and say they’re broken down on the highway, they have also picked up thing such as computers and boxes with family photos that we explicitly told them not to take. We try to get in touch with them to find out where on the highway they are but they are dodging out calls at this point. About half an hour later they call and say they are at their “storage facility” and they want money to give us our stuff back. We go to the police and have them call and we find out where they are and we find them and take our valuables from their truck and they end up delivering our stuff at midnight. Even though they were supposed to put everything in the bedrooms they end up dumping everything in the garage in a pile leaving us to move all of our furniture upstairs. Overall, I don’t think there is anything else to say about this company and I hope that no one else decides to do business with this company in the future.

Move size: 4 Bedroom Home Service cost: $5000

I talked to Brian Tues march 11th, told him I will put the deposit down March 12th to hold my March 29th spot they had. I was leaving the province March 22nd and had someone willing to stay until March 30th - to make sure my stuff got onto the truck safely and undamaged. Then I get told as soon as I sent my deposit this morning (March 12th) - they booked my spot to someone else. So now the person I had willing to stay - can't; they have a job in another province to go to, and now I am stuck until April for another date. Needless to say - I'm going with another well reputable company, that is also costing me $400 less to move me instead.

Move size: Studio Service cost: $2000

Used true maple for the first time for my move to hamilton. Very happy with their services. To start Emily was a pleasure to speak and deal with. She was on top of everything throughout the entire move. The movers did a great job and made me feel at ease and I knew when they left that my belongings were in good hands. Had a no headache move. I appreciated the fact that they did a great job going through the process. I would recommend using this company if you are planning a cross country move.

Move size: 2 Bedroom Home Service cost: $2140

Horrible and unprofessional. Took over a month to get my moving shipment from Ontario to Alberta when specified 2-3 weeks. No updated were sent during the transit period. When movers finally came they asked to be paid after it had already been paid in full. Multiple items were damaged through the moving process and the movers told us to contact Brian or Emily at True Maple. We sent a throughout email with images showing the damaged goods, but no response for over 2 weeks. Finally called Brian and said the claim was dismissed because he didn't believe us claiming it didn't look like a mattress and we were lying, while also getting angry and using the f-bomb to a paying customer. Overall completely unprofessional and rude customer service.

Move size: Studio Service cost: $750

I'm the beginning they're quick to answer Brian was helpful with all the information but once I provided my payment information the information from the company was lacking never got a confirmation email for my deposit.

Brian confirmed with me by email a 9am start time as I had to schedule the rest of my day, and the person who called me the day before the move confirmed 9am.

So I waited on the move date for the movers 9am came so I waited 15 minutes no one came so I called the office they told me it's a window of time which is 9am-11am okay fine I said, so I waited again the lovers didn't show up still it's now 11:05am, I call the office again and they tell me they need to see where the driver is..then after holding for 7 minutes they tell me the driver is 17 minutes away! They didn't start a 9am move until 11:30.

The movers arrive they don't even speak English trying to explain about fragile items and boxes they just laugh.. they start moving the items banging them on walls and they're lifting items that are for 2 people to carry on there own so all the walls are being hit.

We for to the new place same thing they're banging the walls and ruining everything.

I asked them to remove their shoes because of the mud as the upstairs is all carpet they refused to do so said "you pay more if no shoes you go overtime." Funny thing is they took 3 breaks for a 3 hour job 11:58 to 12:17 12:48 to 1:17 and 1:49 to 2:02 I paid more for smoke breaks than moving!!

Oh yes the movers Smoke and touch all your stuff which is gross the smell of smoke gets into the fabrics.

Damages my 70 inch flat screen which was bubble wrapped got cracked the mover refused to carry it with two people almost dropped it 4 times and the banged it on the stairs which most likely cracked my screen.

The sofa has now a RIP on the side because they're careless.

When unloading the truck they threw my items mattress and box springs on the road laying flat couldn't believe what I saw then then dragged it in instead of lifting.

Here's the best part the last item was the sofa so they unload into the house and they leave so fast after dropping the item down. I thought was strange no signing at the end so I go back to adjust the sofa isn't the right side soaked so I get closer I smell it the mover pissed on the sofa!! I couldn't believe this he acutally peed on my sofa!!

I had to pay $500 for carpet cleaning because of all the dirt they got on my new homes carpet!!

I have my Oled TV damaged!!

And a pissed om sofa!!

Not to mention all the other items that now have scratches or dents because of these people.

I will be going to visit their office next week if nothing is resolved I'll proceed with other measures.

Move size: Partial Move Service cost: $440

I did some searching for movers and I chose True Maple Movers and I wish I just drove my belongings in a U haul. The only reason I chose them was because Emily gave me a definitive date for delivery. I wanted to move at the end of the month but she said if I got all the things ready for pick up on 24th then at no extra charge I could get my stuff from Ontario to Edmonton on the 3rd on an express truck that leaves once a month.When I didn’t hear anything from them on the 3rd I called to be transferred to the dispatch who was nothing but arrogant and said it usually takes 3 weeks and he didn’t know why Emily gave me a date of the 3rd of July. For your information today’s the 28th of July and I’m still sleeping on an air mattress borrowed from my daughter. My guests have stayed in someone else’s home and I am buying groceries for them and giving them some money to let my guests stay. My oldest cat of 3 just died with extreme stress due to not having anything familiar in this empty house. I’m getting so stressed and crying every day because of my pathetic life. I’m at my wits end. My husband is still working in Ontario and calls them every week and gets the same answer that it’s going to arrive soon. I’m seriously wondering if they have stolen all my stuff and sold it or lost it. It has been an awful experience from the moment they arrived to pick up my things at 6pm after promising to be there at 3pm. They finished at 11pm and left so many things behind. I was so sick on that day and my husband had worked from6.30 am to 5.30pm and was exhausted by 11pm. When we called them the next morning to say that there were things left behind Brenda from accounting said that since we had signed off on the paperwork there has to be another day of pick scheduled which we finally decided to forgo because we just wanted our stuff to get going from Ontario. So I’m considering calling the cops tomorrow in Toronto to file a complaint and also ask my lawyer to file a lawsuit. I am done talking and done killing myself with the stress. Nobody deserves this experience. Not professional is a joke. This is a fly by night company so BEWARE!!

Move size: 3 Bedroom Home Service cost: $2760

I was extremely disappointed with my move with this company and with the conduct of people in their offices. As a retired military officer I am well acquainted with moving protocols. I was told the move would take up to 2 - 3 weeks and I planned accordingly. When I was in the middle of driving to my new home I was told I needed to be there on Tuesday (about a week earlier than estimated) and when I told them I could not make it until Thu my F&E were delivered much later. My problem with all of this was lack of communication and when I I complained the individual was rude and arrogant. I was also told that the company did not use contractors and both my load and offload were completed with what looked to be day workers. We had a number of items damaged and it was entirely attributed to how it was packaged. Without doubt this was the most expensive and most poorly executed move I have ever experienced.

Move size: 3 Bedroom Home Service cost: $30000

This is the most unprofessional and unorganized company I’ve ever dealt with! Believe the bad reviews. I booked with this company over a month in advance for a long distance move from Edmonton to New Brunswick. I was told that the driver would contact me the day before my move was scheduled to let me know what time they would arrive. I contacted the company several times the day before to get my pick up time. I was told that the driver would contact me. They never did call. I was left in panic and contacted the company the next morning only to be told that the driver would arrive 5 days after the day I scheduled to move. With possession of my in house 2 days I was left last minute to find a new company for a long distance move. This company is an absolute joke! DO NOT USE THEM!

Move size: 2 Bedroom Home Service cost: $200

Originally booked March 30. They to change the moving date to an earlier date of March 25 for the truck. I said to them you will have to help pack me because it’s going to be earlier the expected. They said no problem and would discount me for the inconvenience.Then on March 25 they called to change the day again. I then had them call my mother and my daughter to make sure that all worked for them. Then my daughter got a call saying the truck broke down and they would show her proof of the breakdown. The morning of March 28 someone from there office called and had my daughter pay the invoice of $4673 before the truck even arrived. I had to contact them to ask where the discount was for the early date from my original booking and it was only $100. My mother and daughter lost work time because of them. So $100 was a joke with lost wages. When we originally talked to them they said they will take payment when they arrive to unload. Also on March 28 they never did show my daughter proof they broke down. When they showed up they had no packing supplies and my mother had to pay for that. Never was reimbursed for the packing supplies. This is the most unprofessional moving company I’ve experienced in my life. Be aware of there false promises.

Move size: 4+ Bedroom Home Service cost: $4600

I used True Maple Moving for the first time for my move to Toronto and I can honestly say that I am very pleased with their services. From the start to end Bryan was a pleasure and very helpful. He made us feel very comfortable leaving them with our stuff. The movers as well did and amazing job, throughout the pickup they were very friendly and I knew I could trust them with my belongings. They really did do an amazing job and I would recommend using True Maple Moving for your move!

Move size: 2 Bedroom Home Service cost: $2500

I just finished up my move with this company last weekend. As a senior and moving from Edmonton I needed special care and help. Two nice guys came in and packed everything for me. I cannot lift and am not mobile myself so I needed them to do everything for me. They took their time with my China and my collectable crystal figurines. My daughter helped me unpack here and I was so pleased to see that there were no damages. I organized my move with Emily and I am happy that I did so. She gave me an all in price and budget to work with and we were able to stay within it. The nice young men and Emily made this move easy. I am thankful that my belongings arrived safely at my daughters place. Although I don’t plan to move again I recommend them for anyone thinking of moving. Thank you.

Move size: 2 Bedroom Home Service cost: $3100

These guys worked hard until the job was done. Our move was not an easy one. We moved out of a fully loaded 4,600 sq ft house with a furnished basement. Packing and loading was done in 2 days as planned. They wrapped everything properly for us and took apart the larger pieces. Delivery took almost 2 weeks as expected. Our things arrived in the same condition. These guys don't stop until the job is done. Emily was our coordinator for the move, she went above and beyond for us. We are very happy with True Maples moving service.

Move size: 4+ Bedroom Home Service cost: $8600

First of all when they came to grab our stuff, they made up some excuse to charge an extra $100; that’s fine we were looking to tip anyway so whatever. But our stuff was supposed to arrive 6 days after our arrival here. It’s been 16 days now and our stuff is still not here. They do not answer on time and their answers are unreliable. They said they would show up between Thursday and Saturday twice so far and no one shows up; there is no explanation until we call them repeatedly. We have changed our plans for them, waiting for them. They especially are completely unreachable on the weekends. We have had to buy many supplies because our stuff is so late. We are still not sure if it will show up this week as promised. We moved provinces with two little kids and these are very important items as any family will know; clothes, furniture, etc. They are fully paid at this point too. What an absolutely horrible service. We wish we could just stop dealing with them ASAP, if we could just get another mover to take our stuff off of these fraudsters hands! But we are stuck at their mercy until THEY decide to door off our stuff.

Move size: 2 Bedroom Home Service cost: $1200

I wish I never used this company to begin with. The amount of stress they have put me under is ridiculous. I had high hopes from the beginning when I was dealing with Emily. She was great, at first. They picked up my storage unit in Nova Scotia and the needed to move it to Alberta. I was told 2-3 weeks AT THE LATEST! I called repeatedly to get my invoice which took them a week and a half to get to me, and to find out when my stuff was going to arrive. I was told my stuff already left Ontario and was on it's way to me.. I called a week later to be told it's on it's way and it'll be here April 29th. April 29th comes so I called and I was speaking to Michael and he proceeded to tell me my shipment has left the warehouse APRIL 27TH! I asked why was I told it would be here today when it was sitting there? He proceeded to be rude and aggressive by my question. He told me it would be here May 3rd to 6th. I call back on May 2nd to find out if they'll be here the next day. I was then told my stuff would arrive May 6th to 9th This time I was speaking to Steven who was worse than Michael. I asked why they don't they call customers when the expected arrival date comes and their stuff won't be at its destination? He then repeats they only call to confirm and kept saying it over and over again. I asked to speak with his manager for how he was speaking to me and then said no I can't and he hung up on me! I called right back and the new guy told me to basically let it go because he was the manager. The movers did get to my house May 4th however, I have a damaged bookcase, missing lamps, and my son is missing his helmet for his bike. When I called about it, I was told I would get an answer in 3-6 weeks if they're going to replace my stuff. PLEASE DO NOT MAKE THE MISTAKE I HAVE BY GOING WITH THIS COMPANY!

Move size: 1 Bedroom Home Service cost: $2500

I am very impressed with this company. To start Emily was great. Very kind, patient, and quick to get back to me. Then the movers did a very good job. I was very impressed with how they loaded my things. Honestly I have no idea how they did it like that. Everything arrived in one piece and on time. Especially grateful that my Harley wasn't damaged. I would recommend this company to others who are looking to move. Thank you to Emily and the movers (Sorry I don't remember their names).
-Mark.

Move size: 3 Bedroom Home Service cost: $2700

Our contracted arrival date was for Monday April 1st - April 2nd the latest. When I called the movers on the morning of April 2 to verify when our belongings would arrive, they informed me they were still in Ontario and had not left yet and would be on its way the next day with an arrival date of approximately 2 days. That Friday I called the office to confirm and expected time of arrival at which point I was made aware that our things were in New Brunswick but there was no driver to deliver them until sometime between the 11th-15th (a week later). I expressed my concern and asked if they could subcontract someone to get us our belongings to which they stated they couldn't due to insurance liabilities - makes sense. I asked what we could do in the meantime as we were all sleeping on the floor so we would require going and purchase air mattresses and other amenities due to the delay of our belongings. We were told to keep the receipts and submit them for reimbursement.
That Monday I called the office to confirm a date as we had used up our vacation from the previous week when our belongings were intended to arrive so I would need a specific date to ensure someone was home. I called on Tuesday morning to follow up. At which point I was given Thursday April 11th potentially in the afternoon based on the other deliveries
On Thursday we received a phone call from the driver at 12:57pm which I missed as I was at work and a voicemail was left that they would not be able to make our delivery today but maybe the next day or the day after that. I called the office to speak with Mike the representative I had been dealing with the entire time who knew the history of our delivery. Mike was no longer in the office and I spoke with Steven. Steven was incredibly rude and continuously cut me off while I was trying to fill him in on our situation and getting "it gets there when it gets there" response. When I tried to explain that I needed to know when that was because we needed to be home he cut me off and stated, "you don't need to be home just have a friend or neighbor open your door when the mover gets there". I tried to explain to him that we had just moved to a province where we knew no one, we quite literally had nothing and no one to help us out to which he responded, "well you better figure it out when the driver does arrive". I was beyond frustrated at this point I was so upset I felt nauseous and began to cry. Steven's response to my very justified tears was a scoff across the phone and a, "ma'am I don't have to put up with a woman crying over the phone". At this point I could take no more and had my husband call as I felt I was getting nowhere, and it was clearly because I was a woman as my husband got further then I did.
Our belongings finally arrived on April 12th and we received a $250 credit for the delay (which did not cover the cost of the air mattresses).We were only given 10 days to unpack our 4 bedroom house and make any claims of damage which I feel is unjust as our belongings were delayed by 2 weeks and we lost the full week of time off we had to unpack as result, I believe it would have been fair to offer an extension but nothing about this company is fair or just. We are halfway through unpacking and the damages are piling up. They packed a crow bar with our picture frames which are now all smashed and there are other countless items that have been damaged beyond repair as well as some items that appear to be missing.
We have just decided to cut our loses at this point and not even attempt to get any compensation for the damaged items as they would do nothing but make excuses as how it was our fault not theirs.
I warn anyone who wants a stress-free move to go elsewhere, anywhere but with True Maple Moving as their customer service and communication is abysmal at best. They do not care about you or your belongings it is very clear you are nothing more than dollar signs to them and not a customer.

Move size: 4 Bedroom Home Service cost: $5485

I took a chance with True Maple, and it paid off. They were reasonably priced, did a quick, speedy service, and they were gentle with my things. We moved to a storage unit, and they packed the stuff in perfectly so that it would all fit in. There was a bit of a misunderstanding in the beginning as they were to be there for 9am, drivers were trying to call me, but were given the wrong phone number. So, not their fault. They did show up late, but you don't pay until they arrive. Had the phone number been correct, all would have been a perfect move for us! They were in and out within the 3 hour time limit, and the two gentlemen that we had, were so nice, friendly and very personable. I would recommend them, and I would hope to use them again when we can remove our stuff from storage..if they are available :)
Nice job guys, sorry for the misunderstandings in the start, and great bunch of guys you have working with you Brian!
Again, good job!!

Move size: 1 Bedroom Home Service cost: $540

I employed this moving company for my move from Scarborough to Prince Edward Island. It should have been a stress-free move as I had confidence in this company, Brian seemed to care about the customer before he took my money, and I was told a 7-10 day delivery time. When I called on the 9th day to check on the status, I spoke with Steven on the phone who was extremely rude, disrespectful, unpleasant, and highly insensitive. He refused to give me a time of when my things would be delivered, and instead stated , "it (my things) will get there when it gets there, and you should make yourself available when they do!" I received no apology for the extremely unprofessional and inappropriate way he handled the call and no response to my email of complaint and question on when my things would be delivered. In the end, my goods took 18 days to be delivered, I had to make other accommodations in the mean time as a result. I know other people moving here and could never and will never recommend this company.

Move size: 1 Bedroom Home Service cost: $725

We had a great first impression. On March 26 we scheduled to have our belongings picked up on April 9th and delivered to Calgary between May 1-3. We spoke with Emily repeatedly who assured us everything was on schedule. On May 2nd we phoned the company for an update and were told Emily was not available and the only person we could speak with was Brian. I was in genuine disbelief at the unprofessional-ism displayed by "the only manager in the company". I requested to speak with anyone else and he hung up on me repeatedly. When I asked to speak with his boss he said "I'm so scared I'm so scared" endlessly while I was trying to reaffirm I wasn't threatening him, I just needed answers. He spoke so condescendingly, saying it isn't hard to understand our things wouldn't be delivered. When we brought up our previously scheduled delivery date he called us liars. I asked repeatedly for an email address where I could forward our written delivery agreement and Brian continuously shouted over me in a petulant manner. We are genuinely understanding that miscommunications happen, but we were provided no information about a delay in the delivery and trying to understand why there were delays was the most upsetting part. We were yelled at, then screamed at, belittled and called derogatory names. I requested to speak with the owner or another manager and Brian said we were harassing him and using slander and he would involve the authorities prior to hanging up on us. My partner and I were so upset after speaking with Brian we started doing some research on the company. Our research indicated this company will open under a new name once there has been so many negative reviews and BBB complaints. After 6 days in a completely vacant house we spoke with Emily who assured us our things would be delivered the following day. After researching and reviewing the horrible experiences other customers had we opted to have our items left in the living room as to have the quickest turnaround possible and have them off our property. Our items were in terrible condition: Every large piece of furniture was covered in deep scratches; furniture pieces were covered in duct tape and written on with sharpies; corners of tables were smashed in and damaged; our bookshelf has a fist sized hole through the back of it; The TV box was properly labeled and had a huge hole in it (though luckily we had packed it excessively well and there was no damage) the majority of our items require replacement. Emily asked us to make a record of damaged items and to document our awful experience. We did so within the time frame and after 2 weeks have heard nothing back.

We understand moving is a stressful endeavor and with so many moving parts (no pun intended) it can be difficult to meet deadlines and schedules. As a company this should be addressed and compensated, no harm done. To be treated and spoke to the way we were is incomprehensible. I have never been spoken to this way and the manner in which Brian conducts himself is embarrassing for both himself and the company True Maple Moving. There is no harm in having no interpersonal skills but hire someone who has them to deal with the people who are paying you thousands of dollars. There has been zero accountability or compensation. We spent days worrying about whether our stuff would even arrive and helpless to the idea that there was nothing we could do about it.

Do yourself a favor and avoid this company at all costs. In hindsight I would have preferred spending double the cost on a reputable company as the stress and treatment we received was awful.

And since I know you personally follow these reviews, Hi Brian! You are the single most frustrating and unprofessional person I have ever done business with.

Move size: 2 Bedroom Home Service cost: $4700

I hired true maple moving to move me from Edmonton to Prince Edward Island. I had everything perfectly packed in boxes in one room to make it easy for the movers. I had maybe 5 belongings that were very important pictures/decor that could not fit in boxes and I asked them to bubble wrap them when they arrived including a large $200 mirror. All of the decor/belongings were completely damaged in the move and “breakable” was completely disregarded. Things were bent in half and the mirror is 100% gone. When I called and put through my claim the lady was nice and took my information. 4 weeks later I never herd from them. I called for an update and they were extremely rude saying my claim for damages was declined and I will be receiving nothing. To top it off they estimated the move would be $1000 and it ended up costing me $1900 and everything was damaged, the attitude the company gave me when I called made me feel as if my things were damaged on purpose. I had complained that the movers were unable to communicate English with me during the move. I would NOT recommend these movers if you have good quality furniture and belongings. They even took permanent marker and wrote numbers on my sons toys and belongings.

Move size: 1 Bedroom Home Service cost: $1900

All you need to know about this company is, they don't care about you, they don't care about your belongings, they just want your money.
Here is what you can expect with using these movers,
- extremely questionable business practices, bad manners, no customer service and extremely negligent and un-cooperative staff.
- offered a quote from Emily with the first $450 waived and fixed rate, they said the would honor this quote, they didn't.
- don't pay a deposit it secures nothing, we paid $200 to secure our place on an express service, they just didn't include us on that shipment or tell us that they hadn't. When questioned apparently the deposit secured nothing, and we can't get it back.
- overweighed and overcharged and we had a fight on our hands to correct this, this is a cash grab be very careful, they don't want to deal with correcting it.
- issued invoice with 3,240lbs, our weight was in fact 1,940lbs, a difference for almost 1,300lbs, over charged by several hundred dollars and they don't care!
- re-weigh options were completely unaccommodating, drive seven hours to witness it take place in Edmonton as they were changing trucks at a cost to ourselves,
or
pay the invoice with 3,240 lbs and let them weigh it in Calgary and then trust that they will reimburse us so pay the incorrect amount and then if it's wrong they will reimburse us. Absolutely no attempt to do the right thing by the customer and get it right before payment, and all with a rude, dismissive attitude.
- we incurred all the cost of having to attend this weigh in, $130 and they will not reimburse, even though it is their error, their negligence and we have to pay to monitor their every move.
- our stuff arrives a week late, we are on an air mattress, do they care, no!! We had a fishing rod snapped at the base of the pole, and then stuffed in a golf bag and taped. That is what they did with a fishing rod, good luck if you have collectibles!
- Stephen was management and unfortunately displayed all the same unprofessional as Emily, when we disputed our weight. It became clear this company was a bad choice. Our shipment was now at the mercy of these guys and he did agree to a re-weigh free of charge, but only after we requested it anyway. The re-weigh is at a cost to you, so this is also a deterrent, we were almost deterred, but we knew it wasn't right and we are glad we did.
The lack of honesty and regard for the customer and the neglect of our belongings was very evident in our interactions with this company. They left us feeling like we had to witness the re-weigh, thankfully we did, and still we have been left with no acknowledgement of their complete insolence and terrible business practices, please do not waste your money. According to Stephen "I just want to get money back", no Stephen I what I wanted, was to have my shipment brought from Toronto to Calgary at the correct cost to me and with a careful, conscientious work attitude from you.

Move size: 1 Bedroom Home Service cost: $1300