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I used ACVL to move from Toronto to Saskatoon in September. I do not recommend using this company due to their poor customer service. From the many complaints I have since come across for this company, I see that I am not the only one to experience their poor service. The prices were competitive and the move consultant very helpful up to the day of my move. I was given the 3 hour window for the day on which my move was to take place (2-5 pm). When the movers failed to show by 5 pm, I called ACVL to find out where the movers were. I was given a phone number for Troy Moving & Storage which it seems ACVL had contracted to pick up my belongings. I called Troy Moving and the dispatcher had to call the driver to find out why they were late. It turns out they had been sent to additional location due to a truck breakdown which caused to be late for my appointment. I was advised by the dispatcher that they would now arrive at 6 pm. When 6 pm had come and the movers still had not arrived, I again called Troy Moving and the office was now closed. I had no way to reach the driver and had no idea when to expect them to arrive. I then had to cancel my dinner plans with dear friends that I would not be able to reschedule as I was flying to Saskatoon the following day. I was not impressed. The driver finally called me after 7 pm to advise me that they would be arriving at my home in 1 hour. They finally arrived after 8 pm and left approximately 1 hour later. The movers were nice but this did not make up for the delays or for the lack of communication on their part.
My belongings were to take approximately 16 days to arrive in Saskatoon as they did not regular shipments to Saskatoon. I understood this from the start but I did not actually receive my goods until October 29th, 1 month after they were picked up in Toronto. The driver then tells me that 3 boxes that were picked up in Toronto were not in fact on his truck. When I asked why, he could not explain why. This doesn't make sense to me as they shouldn't have left without first confirming all items had been loaded. The driver said that they must still be in Toronto and would have to be delivered to me and to expect them the following week. When one week had come and gone, I again contacted ACVL to see what was happening. I was directed to contact their Customer Service Dept. Ever since then the service has become worse and is echoed by others on this site and others. They advised me that my missing items could not be found which included one of my two stereo speakers which means I now have to buy a new pair at great expense. They could offer no explanations as to how my goods were lost nor could they explain what steps they took to try and find my belongings. When I asked how they could have left Toronto without ALL of my my goods (they were all labeled by me with my name, address an ph #), they again could offer no explanations. In fact they hadn't much to say at all. They offered me $50 ($400 - $300 deductible) to just go away. When I protested at that pathetic offer, they came back and offered me $75, still no where near what it will cost me to replace my belongings that they have lost. When I asked them to explain how they arrived at the value of $400 they simply avoided my question altogether as they have for so many of my questions. I suppose they think I will just happily accept their offer and go away quietly. I have news for them. I did advise them that I would be taking the matter with the Better Business Bureau (BBB), Consumer Affairs, Industry Canada and whomever else I need to in order to come to what I believe to be a satisfactory resolution. This company is already well known by the BBB and review sites alike. In fact the BBB gives them a failing grade and it is easy to understand why.
Across Canada Van Lines did an outstanding job in executing my move. They were efficient, professional, polite and took extra care not to damage any of my belongings. I would recommend them without hesitation. They were fabulous!!
Just wanted to drop a quick note to say thank you very much for your services...I received the delivery and have to say that the whole thing was smooth, on time, nothing was damaged and the movers were hardworking, fast, and friendly. This was completely stress free, THANK YOU!