True Maple Moving

I'll start by saying that my partner and I count ourselves lucky. We did receive our stuff and nothing was broken. It was clear that little care was given to boxes nor any furniture and there are significant scuffs and scratches on custom-made pieces of furniture. After learning more about these moving companies, the scuffs are my fault for not wrapping absolutely every single surface and letting the movers wrap/pack the larger pieces. I've learned my lesson. I firmly believe that the reason nothing arrived broken is because I've read the horror stories about moving companies and anything that was remotely breakable or valuable I wrapped the absolutely crap out of.

Now the reason for 2 stars.

We promptly received a quote to our email from Emily King. She was helpful on the phone when we called. She was pleasant and prompt. We booked our time, paid our deposit. All seemed in place. Then silence. I called to confirm our pickup date, and suddenly the ever-helpful "Emily" was no where to be found. Finally got someone else from True Maple on the phone and they told me that Emily no longer works there. Hmmm. Convenient. (*I submitted for a new quote recently with True Maple and got a hold of "Emily" again. Lie #1).

Movers in Vancouver came to pick up our stuff. 4 hours late. They were respectful enough however charged us $300 for "packing fees" and matress covers. This was unfortunate as we had asked very detailed questions to Emily about the packing process, what was included, what was not. She specifically said that mattress covers and packaging of all furniture was included. Apparently not. The Vancouver movers demanded cash. This was our next bad omen. It was 10 PM at night and they had all our stuff on the truck. We had no choice but to pay it.

Our delivery date was pushed back by a week on three separate occasions. Very inconvenient. When we'd call to ask, the people on the phone often escalated the tone of the conversation almost instantly and were very hostile and aggressive. All we were doing was calling for an update as our stuff was already three weeks past the original delivery date. At one point they screamed back that they weren't going to deliver our stuff Quebec anymore and that we could come pick it up from them in Mississauga.

At this point, we received a invoice for 2.5 times our quoted price. I do recognize that our final weight was probably more than we originally thought and were quoted on, but there is no way you're going to get a legit way-bill from these people to prove the weight that they're charging you for. When we asked to pay our bill when they arrived with our stuff, again the screaming started.

We called OPP and they must have contacted the company on our behalf without mentioning us because the next day True Maple contacts us and the tone was all of a sudden pleasant and they informed us that they "found" a slot to bring us our stuff in 2 days. While happy to be getting our delivery, that was wildly convenient timing. This employee was pleasant. We asked again to confirm the charges upon delivery as we had been unexpectedly charged cash upon pickup. We explain in great detail our apartment, how many stairs, the streets.. We were informed that there was absolutely no chance of being charged additional fees upon delivery. Again, another lie.

Movers arrive. One of them pees on our driveway. Thanks.

And right on cue, another $450 charge for the stairs after we had specifically explained all of this to True Maple just 2 days earlier. They again wanted cash and were very visibly upset when I said I would only pay by certified check. We stuck to our guns and paid by check.

When we called True Maple to ask about these additional charges, again their tone escalated way too quickly. We explained what we had been told earlier by the gentleman that was being helpful, mentioned him by name and when we asked to speak with him, they said he no longer works there anymore. Convenient.

Our goods were essentially being held hostage and paid the money.

Also, True Maple added the packing fees at time of pickup onto our bill even after we had sent them proof of payment that we had already paid this. They were not happy when we said that we'd be deducting this from our total.

Essentially, what we learned through this process is that every single part of the chain is contracted separately. The result is that it's way too easy to do a bad job, and then blame another part of the chain and shirk your responsibility.

Lessons: Get everything in writing. Expect to pay double (at best). Don't pay anything in cash. Put a GPS tracker in one of our boxes so that you a least know where your stuff is. Bubble wrap, bubble wrap again, place breakables in a box and then suspend box in another box with padding because every box will be thrown around like a football.

Move size: 2 Bedroom Home Service cost: $5000

They used several names of companies like a scam.

The contact person know less (Or pretend to) than yourself. For us her name was Emily.

They don’t give you the weight until they delivery. And if you don’t pay they don’t open the truck.

In other words, they give you an estimative of 30% of the final price (but you will know only when they park in front of your house).

We wait 2 months to receive our belongs.

When we finally find the person in charge, the “region manager” hung up the phone on my wife - btw: she told him she was pregnant and waiting for our baby belongs inside the truck.

I do not recommend even for my worst enemy.

Do It yourself, use your friends.

Save money and stress.

Move size: 1 Bedroom Home Service cost: $2150

We used True Maple Moving for our move. We were quoted 1 price and paid that exact price. Emily, in the office, was very friendly, answered every question I had without hesitation. The moving day was like a dream. From the moment the boys showed up to the moment they left, they were respectful and Courteous to my family. Even though one of the boys was new to Canada and didn't speak much English, he tried his hardest. I didn't enjoy watching them move my home, every time I tried to help they wouldn't let me. This company deserves more than a 5 out of 5 star rating. I will recommend them to anyone who has a move coming up and I will definitely use true maple again for my next move.

Move size: 3 Bedroom Home Service cost: $700

Absolutely DO NOT USE this company. They told me 2-3 weeks for delivering my goods - it took 4 weeks and 5 days (got my stuff after pressuring). On delivery in Gatineau, QC, no floor protection (meaning damaged hardwood floors). Most of my furniture was irreparably scratched, lots of broken items, boxes delivered in a pile, upside down & sideways by two incompetent, unprepared and very stinky guys who by the way were not wearing masks during this pandemic AND didn’t even have a blade to remove the tape around the furniture wrappings. The company fees are prohibitive. They claim that average interprovincial fees are around $2,224. They charged me over $5000 for a I bedroom, I office small house. The unpleasant admin person who forcefully claimed the money upfront was less than professional and so were their billing procedures. True Maple Moving is not listed at BBB but BBB still can tell you that they received countless bad reviews from this company. Please, don’t repeat my costly mistake!

Move size: 2 Bedroom Home Service cost: $5148

I'm not really sure where to start with this review as there were so many issues that arose during my move with this company. I am thankful that all my stuff arrived in one piece and undamaged and will consider myself one of the lucky ones for this and for this reason they get 2 stars instead of 1. If you read the fine print of their pickup slip it says that they have absolutely zero responsibility for your stuff once they have it. This pickup slip is only given to you to sign off on once the movers have already taken your stuff into their truck and you get told "this paper is just to say that you paid your deposit" Make sure you read all the fine print as the movers are trying to rush out the door!! Emily was the only person at this company who was helpful in any way. Steven (operations manager) was an absolute nightmare to deal with. I've never in my life experienced somebody so rude and unprofessional and careless in their job as Steven. My stuff arrived a month after giving the go ahead to send it to my new destination, anytime I asked to know where my stuff was (which was actually only twice during the entire duration) I was verbally abused by Steven and got a response "theres no point in you calling every single day, you will get it when you get it" at one point he actually called me "unstable" for requesting the location of my items. The movers who picked up my stuff in Ontario were friendly and helpful enough although they were not wearing masks at all during Covid-19 which is concerning considering how many different houses they were going in and out of. Originally my stuff was quoted to go from Toronto to Calgary but I did inform the company that the destination city might change as it was job dependent and I was debating between a couple different cities to move to. I put my stuff in storage with TMM for a month and when I had decided on Fort St. John as the destination city. I gave them the "go ahead" only to learn that they wouldn't do that delivery city until May. Okay, fine, I know that I changed cities part way but I would not have kept it in storage with them for so long if I had known that they wouldn't do the delivery til May, I was charged for an extra month of storage even though I gave them the go ahead to send my stuff just a day after my initial month of storage. I had to get my stuff delivered to a different city (Victoria) where I was temporarily staying just to then book another company to bring my stuff to Fort. St. John which was an extremely costly and unnecessary way to do things. TMM told me my stuff would arrive in a couple of weeks after giving them the go ahead which actually turned into a month and at that time I had already had to leave Victoria making things even more stressful. This company will also make you pay for your entire delivery before you even receive your stuff, they will not unload the truck or let you even see your stuff in the truck before transferring them the full amount. I DO NOT recommend this company, they make a stressful time in your life that much worse and absolutely do not give a s*** about you or your stuff once they have it on their hands.

Move size: Partial Move Service cost: $1983

I got my shipment delivered on 19SEP2020 and I had a box missing so I contacted TrueMapleMoving for 4 months constantly through emails to their accounts, customer service and claims department and finally on 26JAN2021 they tell me its one box and it will be under 390 lbs(So we go by weight not cost even though your items are expensive) so you are not eligible for reimbursement. If the company never wanted to pay me they could have at least told me before. And MOST important company never contacted me first but always me asking for my box. I have all emails so the company cannot deny. I have filed a complaint with Canadian Association of Movers. Lets see if they can help me get the reimbursement. I had a very bad experience and would not recommend to anyone. #Truemaplemoving #Not Recommended.

Move size: 1 Bedroom Home Service cost: $1232

We have email from your company (Emily King) mentioning all the services that would be provided which included door to door, room to room, paddings, dismantling and on the day of moving, we were given a bunch of extra cost in the name of the very services mentioned. All reps stopped receiving our calls when we want a solution or our deposit back. One person (Steven/Stephan) with whom I spoke with for resolution responded so rudely because I asked his name. This has caused us so much trouble and heartache as we have to vacate the house before end of the month. I am going to consumer court, never had such an experience in Canada.

Move size: 1 Bedroom Home Service cost: $1000

Worst experience ever..... Their customer service seems nice until they get you in their hands and schedule your moving day, then when any issue arises they stop taking your calls... The despatcher was really rude two days before the scheduled moving date and even hung the phone on me. This was, because I was asking him about how to label boxes with fragile items ( the customer service lady previously told me that this is required), he denied all this and said that boxes are not to be labelled, only numbered by the movers and are all treated the same...he was so rude and hung the phone on me.

When calling the customer service, she didn't answer over two days...I chose to cancel and lost the down payment as I didn't trust them with my furniture and items any more.

Move size: 1 Bedroom Home Service cost: $1200

This is the most unprofessional moving company I have ever dealt with. There is absolutely no communication between the consultants and the drivers.

They told me that they would work with my schedule and never informed me that I would have to be available full day for the pick up when I had told them my schedule multiple times and every time I was ensured that the driver would work with me! At the last moment, the driver was late and I had to get to work and they refused to give me my deposit back even though the miscommunication and misconduct was through their own employees. In addition, I was treated very rudely by all staff there... DO NOT RECOMMEND AT ALL!

Move size: 1 Bedroom Home Service cost: $850

I hired this company to move from Toronto to Halifax. The day they were supposed to pick up the stuff, they didn't turn up. Tried calling them and they will keep telling lies and talk rudely. Next day when they finally picked up next day. Then they found reasons to charge extra. Emily just conveniently disappeared and reused to pick up calls. She had promised that stuff will reach in 7 to 10 days. but stuff reached after almost 20 days. Tried calling them and they will say we don't know when it will reach. Now when finally things reached, we found that some stuff was missing and again tried calling them for 2 days and they just don't pick up the calls.

This is the worst moving experience. I have moved number of citied and countries but they are the worst.

Move size: 1 Bedroom Home Service cost: $1100

Although I am not used to leaving a negative comment, unfortunately their poor service and the lack of professionalism doesn't give me another choice.

We had only few boxes barely even reached 1000lb from the central region to the west. After several chats with Emily by phone and via emails, and explaining our sensitive situation as the house had to be evacuated over the weekend and new owner was moving in, finally the pick up date was booked and the deposit was paid.

Emily was nice and told me: yes, dear, all good! It would not be cancelled when I asked her a couple of times. Dispatch would call you one day before to arrange a pick up time.

Imagine once the booking was made (10 days in advance), we had started making other arrangements and paying for some $$$ unrefunable bookings,.... met with our lawyer and signed paperwork having confirmed the exact date we committed to evacuating...

So far so good, but that is not all.

On Friday afternoon, Emily gave me a call and told me: sorry, dispatch CAN NOT PICK UP TOMORROW!!!! I said:"WHAT!!!"

I couldn't believe what I heard after all those efforts and arrangements... silly me, I even made a short video explaining the driver how to get into the building,.... But, simply less than 24 hrs, it was canceled just like that!!!!

To make a long story short, the only solution proposed was to give a call to Dispatch. Perhaps, he could do sth!!! After calling Daniel and his promise to talk to his supervisor Stefan or Steven I think, after one hour, the supervisor proudly told me: we told you, we can't. There are several moving companies available over the weekend!!!! I told him I called multiple companies, no one is available for such a short notice, he said we can't do anything!!! I said why did you book it for me 10 days ago so? He said, I didn't!!!! Did u talk to the dispatch at the time!!! I said that is your company, Emily is the one for bookings!!! He said she shouldn't do that.

This was like a panic attack, no clue! No way to go back and cancel all those expensive arrangements for our move! What we should say to the lawyer!!! Almost the end of the working hours on Friday! Begging multiple moving companies and all of them wondered why we didnt make a booking in advance! Why a last min call!!!

We were feeling sick to our stomach and helpless. I got a crazy headache which for years I didn't get one like that.

Out of the blue, only one moving company returned my call and said our dispatch would have a delivery 2 hours from your area on Sat. They might be able to get there and pick up your items on late evening on Sat. Pay a nonrefundable deposit, we would try to make it. They made their promises and we thanked them million times. Those folks showed up like heroes.

What True Maple Moving did to us was extremely irresponsible and unprofessional. Luckily, we were stopped at Stage 1 with them, and not sure what other magics they could show us if the booking was not canceled by them.

Here is my 2 cents:

1.DO NOT GO with them. But if you wanna taste the pain yourself, call them only one day before the pick up, because the booking has 0 value and meaning to them. If their dispatch was in your area, they would show up, if not your advanced booking would be canceled the day before the pick up. Count on Your Lucky Star!

For us, Lesson learnt, Never work with a biz who has no sense of respect and commitment towards its clients. Not sure why they are resisting not to fix their system and operation after the big volume of complaints here!!! Why not keeping customers rather than making them run away!

Move size: 1 Bedroom Home Service cost: $200

Delayed with picking up my stuff by 2 weeks, moving to different province and have to pay extra fees for storage, very rude customer service by sales person and company itself. Not even ready to listen to your problem and asked me to hire someone else. Lack of professionalism and honesty. Such a waste of time and energy. Her exact words were, "I am not god if it is delayed and if you have to pay storage fees, its' not my problem". Don't want to deal with them and don't EVER recommend them to anyone.

Move size: 1 Bedroom Home Service cost: $200

I never did receive my items. After MONTHS of zero to bare communication I contacted BBB and was told this company does not respond to them. Shortly after that I received an email from this company saying they “disposed of my things” it took six months to even find out where they were then another three months of run around asking me to send thousands of dollars above my quote to get my items. I lost all my kids childhood memories, my deceased mothers ashes…..it is heartbreaking what they did to me and so many others. They should be charged!

Move size: 1 Bedroom Home Service cost: $2000

Totally Unprofessional

I hired True Maple to move myself from Ontario to BC. Right from pick up to an unsuccessful claim on damaged/missing items this company has been completely unhelpful. I was given a pick up window of between 4 and 6pm however they showed up before 1pm and were agitated I wasn't ready for them. They rushed me thru the packing of the last 3 boxes and hurriedly put everything on the truck and have you sign without reading. I was then told it was a 2 week time frame to get to final destination which took 3. Once again the movers were in such a hurry to unload that they damaged walls bringing in my things and as I was pointing out damages to my belongings they just kept saying it must have happened at the other end it wasn't them and they are not liable. When I asked about missing things as the manifest and what was dropped off didn't match they just said take it up with the claims department. When I called Emily about it, it took 3 times before a proper email address for a claim was given and when I finally filed the claim it took 2 months and follow up emails to get the response that even though costs claimed was over $2000 due to weight of items being under the threshold I have no claim. So they can damage/lose whatever they want but if it doesn't weigh enough it doesn't count.

Do not allow these people to take your hard earned money and valuable belongings as they cost just as much as a reputable company and have no integrity

You have been warned!!

Move size: 1 Bedroom Home Service cost: $2900