True Maple Moving

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

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

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

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