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 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