I don’t like to rant at his blog but Logan Movers of Toronto and their excuse for customer service (and incredibly bad PR) are a definite exception.
As you might know, my wife Jacki and I moved house this weekend. While this can be stressful enough, it becomes even more so when you get a moving firm that seem hell-bent on making it more stressful than dining with Hannibal Lecter.
Step forward Toronto-based Logan Movers.
It’s Rude to Whisper
I guess the first warning sign should have been when I called them up prior to the move to confirm their arrival time on the Saturday morning. A guy called Alex answered and couldn’t find us.
I gave him all contact numbers it may have been booked under as well as our confirmation number. I could hear him whispering to a colleague “Why can’t I find them?”, to which I was tempted to whisper back, “I can still hear you.” Eventually he found our details and confirmed the time. Except he had the wrong pick-up address.
Which I tried to correct. Several times. Only to have Alex continuously talk over me. So, I let him finish and then corrected him. Score one to Logan Movers Toronto for poor customer service.
Lies, Lies, Damn Lies
Come moving day, I went on ahead to the new house with my wife’s mother Traci, to start getting the place ready for my wife and the moving firm. Over at the old house, the fun was beginning.
Jacki was told that the movers wanted half payment before they would put anything on the truck. In cash. And they brought over a contract to sign that had $60 per hour for moving. Okay, fine – upfront cash was never mentioned, but if that’s how you want to play, we’ll do it. Since our quote had been $420 (or seven hours work), Jacki went to the bank, withdrew the money and paid them.
She was then told that the movers hadn’t brought wardrobe boxes. Despite us asking for them. Despite the Logan Movers Toronto website stating that all their trucks are equipped daily with wardrobe boxes and that they are given to every move for free.
The two moving guys then tell Jacki that wardrobe boxes need to be ordered and are extra. This is quite clearly BS – score two to Logan Movers Toronto for poor customer service.
Inflation and Hostage Situations
Now that Logan Movers have received their deposit, they eventually load the truck and make their way over to the new home. Here the fun really begins.
Before they unload, they tell us that the cost is now $847.50. Say what?!? This is double the quote that we received. The movers inform us that it’s nothing to do with them and that the cost is $847.50, broken down as follows:
- Labour – $540
- Travel time – $120
- Stairs – $90
- Tax – $97.50
To compound matters, they won’t open the doors of their truck to start unloading until the balance is paid in full. In cash or certified check. Which basically means cash, since banks are closed on Saturday afternoons.
Traci calls the owner of Logan Movers Toronto to ask him what’s going on and why we’re being charged double our quote. He hangs up on her. The movers refuse to call him back. We’re now at the mercy of two people who couldn’t care less about our stuff on their truck, and a dick in an office who won’t pick up the phone.
We get the police involved, but they can’t really do anything in a civil matter. So, the only thing left to do is pay the movers and get the move over with.
This is when they get abusive toward my wife’s mother Traci, who is understandably upset. She says the whole situation is BS, which the movers take for abusive language so they retort with their own. Except it’s much worse.
So I tell them to quit swearing at Traci, then advise them that they’re representing their company so they should be trying to resolve this situation. They simply say, “Nothing to do with us.” Score three to Logan Movers Toronto for poor customer service.
Epilogue and Where Next
The movers then milk the unloading for what it’s worth. They bring in stupid little bits of furniture at a time. Then have rests and smoke breaks because they obviously deserve it, with the hard work they’ve put in fleecing us of cash.
Eventually, the truck is unloaded and they leave. No doubt laughing at another rip-off. In the meantime, my wife, her mother and I are left with what to do next. My money (if Logan Movers never took it all, that is!) would be on legal action. I think we have a case:
- Their contract said $60 per hour. Their website states there are no hidden costs. Our quote was $420. Their actual day lasted from 9.00am until 5.00pm approximately (it was actually a little less). So, 8 hours x $60 per hour = $480. Not $847.50. Hey, maybe they got the 8 and the 4 mixed up…
- Their website states “free wardrobe boxes on every truck”. Not so. At least, not on ours. We still never got any.
- Their website also states that they will wrap HD-TV’s – they must have forgotten about ours.
Conveniently, Alex (the dick in the office of Logan Movers that doesn’t know proper phone etiquette) took the copy of our contract away when he dropped off some more blankets at our old place, in lieu of the wardrobe boxes they never gave us.
The copy we received from the movers at the new address was simply a generic one. So, we’re also owed our proper contract which will also show that Logan Movers Toronto took us for a ride. If they haven’t already ripped it up.
One of the things I always emphasize to clients is the need to put themselves in the customer’s shoes at all times. Customers are your best (and most inexpensive) form of marketing, advertising, PR and much more. Get it right with your customers and you’ll get a lot of it right with your sales targets.
I’m guessing Logan Movers Toronto must have skipped this part of business school. Why else would they treat customers the way they did my wife, her mother and I?
So congratulations, Logan Movers Toronto – the award for Piss Poor Customer Service and PR is all yours.
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Wow, that’s a horrible story, Danny! Unfortunately I have heard a couple of horror stories from moving companies before from my friends. The sad truth is that they have your stuff locked up and they feel they can get away with a King’s ransom. I’m really shocked the business owner hung up the phone on you (actually, I’m shocked by just about everything in your story). I’m curious if anyone has ever had good, or even great service from a moving company?
How did you find these guys? I had a similar experience with a mover I found from the back of a weekly. These companies have several names and numbers. There isn’t much of a brand to worry about. It’s a con job. The whole setup is a shakedown.
The “stairs” is a classic extra. (What house doesn’t have a few steps at the entrance?)
Also, what is the “tax”? GST is 5%. With your total of $750, that’s $37.50. Not $97.50. I guess they added PST (8%), but moving is a service and not applicable.
If you want to cause them more grief, ask for their GST number. Maybe get the taxman onto their little racket.
Twitter: DannyBrown
Hey there Jason,
They came from the phone book and search on Google Canada. I’ll definitely be chasing this up further, and the tax number suggestion is a good one, thanks.
In the meantime, hope they enjoy their new upcoming “Google juice”…
Unfortunately, many movers are like that. When I moved from Kitchener to Barrie, the movers unloaded my stuff at the storage unit and I left. They called me MORE THAN AN HOUR LATER from the storage unit. They were locked in the yard… they had been “cleaning out the truck” i.e. trying to bill me for an extra 90 minutes. Yeah, I didn’t pay it.
Danny – Sounds like some of the urban legend moving company stories here in the States as well. I am sorry to hear that you had to go through this.
Your post will help those in social media circles not use these folks but the real work to protect others from these unethical practices comes in doing the hyperlocal spread of the news of this practice.
I think that these kinds of business rogues don’t realize that they are at real risk of being exposed. They may find out that they screwed with the wrong guy. Keep us updated.
Twitter: DannyBrown
That’s the next step, Frank. As Gina mentions below, the Google juice is already hitting them – now I’ll speak to local media contacts that I have and see what else can be done to warn others.
Horrible, Danny. I’m so sorry this happened to you. But Google Juice indeed… Eleven hours later and this nice little piece of “advertising” is ranked #1 for their company name. Shall we call it “social media/digital justice?”
you forgot the parts where they insulted your wife and hit on her best friend.
guh i hate these guys.
Twitter: 3keyscoach
What a horrible experience! When you and Jacki make big life changes, you get such hassles!
Moving companies are certainly legendary in the U.S. Too bad it’s industry-wide, no matter where you are. No wonder moving is one of the most stressful things one can experience in life!
The thing is, this moving company has no idea who they messed with and that means they don’t even care about self-preservation. A lot of companies work with the CYA attitude but not these guys.
My sympathy for how it started so badly. Let us know how you get on and best wishes on your new home.
Twitter: mickeygomez
I’m so sorry to hear that this happened. Like moving isn’t stressful enough, you and Jacki have to endure a moving company with the customer service skills of a rabid weasel.
The Google Juice is still flowing strong, so hopefully they will sit up and take notice. As I scrolled down the list, though, it appears that they have dealt unprofessionally with others in your area in the past, which is a shame.
I hope that everything is settled quickly and to your benefit and that you’ll keep us posted. Despite this rocky start I hope you both enjoy your new home!
(Drew, in response to your question I have had many positive experiences with movers until this last one, which was horrible but not nearly as bad as Danny’s.)
Twitter: DannyBrown
Thanks guys. I’ve also started local awareness and I’ll be speaking to the Better Business Bureau as well as Toronto consumer rights associations about these “lovely people”.
Move apart, the new home and neighbourhood is great, so one bad apple certainly didn’t spoil the crop.
Cheers!
Most of my clients are repeat ones. And you know how I get them to return? By hanging up on them when they call me. Sheesh – unbelievable.
Danny all I can say is wow. In this economic climate, service is crucial and often motivates my spending. A product is only as good as the people behind it. I have had several instances of work with contractors where similar chaos and money out of my pocket ensued. I presume you are writing to the company chair and expressing your dissatisfaction in addition to your WOM campaign. The smoking breaks, the rudeness to your mother in law, unacceptable.
I am so sorry.
Twitter: DannyBrown
I think the “company chair” is the douche in the office that is known as Alex, Amanda. I’m sure he’ll be aware soon, though
My sister went through this years ago. She actually took them to small claims court and won. The issue became trying to collect.
At the end of the day you did the best thing: spreading viral hate.
It amazes me this day in age that companies still feel that they do not have to truly win every customer over from pre-sale to post.
Hope things are going better!
Twitter: DannyBrown
Same company, Jason? That is crazy – clearly they don’t care about reputation or service if they’re still at it today?
Like you say, customer service – proper service – is so important today. It’s always been important, of course, but now more than ever can mean the difference between sinking and swimming.
Cheers for stopping by, fella, always a pleasure.
I'm so shocked to read that this happened to you. I think I used these guys last year, but they used L&G. I'm relieved to say this didn't happen to me. I've moved plenty of times before, and I knew there were going to be those “extra” costs. No moving company I've ever moved with was ever really just by the hour. All I can say is make sure you move with a reputable company. There are so much people out there ripping others off, pretending to be companies they aren't. Go to their office, talk with a manager face to face so you know exactly who you're dealing with. See the contract before your moving date. I know there are other companies claiming to be Logan Moving, or being a sister company to them only to find out that they are fired employees of Logan. I referred them to my family and friends, I hope there are others with good experiences that can share it online, they weren't horrible on my move.
I'd like to add another company to the never-ending list of crappy movers….
Do NOT use “Friendly Movers Inc”…they are absolutely terrible. We had booked them (2 weeks in advance of the move date) for our moving and were told they would call us back 2 days before the move date to re-confirm the booking. When I didn't get any call back, I ended up calling them back. To my surprise, they had gone ahead and cancelled my reservation with them 1 day before the move!! And they didn't even bother to tell me this!!
Apparently their reason for doing so was that they did not like the fact that we had asked questions such as whether they were bonded/insured, what the cancellation policy was, etc. What the heck?!?
Aren't consumers expected to gather as much information as possible to ensure that they are getting what they pay for? What kind of company are these people running?
On the same note, I told the owner that I, as a consumer, had every right to inquire about the company before paying any money (especially since I've never heard about this company before), including investigating for feedback online…if you look around, there is nothing online about this company at all!! This was sketchy to begin with already…I guess I should have trusted me initial instincts.
Word to the wise…DON'T USE FRIENDLY MOVERS INC.!
I'd like to add another company to the never-ending list of crappy movers….
Do NOT use “Friendly Movers Inc”…they are absolutely terrible. We had booked them (2 weeks in advance of the move date) for our moving and were told they would call us back 2 days before the move date to re-confirm the booking. When I didn't get any call back, I ended up calling them back. To my surprise, they had gone ahead and cancelled my reservation with them 1 day before the move!! And they didn't even bother to tell me this!!
Apparently their reason for doing so was that they did not like the fact that we had asked questions such as whether they were bonded/insured, what the cancellation policy was, etc. What the heck?!?
Aren't consumers expected to gather as much information as possible to ensure that they are getting what they pay for? What kind of company are these people running?
On the same note, I told the owner that I, as a consumer, had every right to inquire about the company before paying any money (especially since I've never heard about this company before), including investigating for feedback online…if you look around, there is nothing online about this company at all!! This was sketchy to begin with already…I guess I should have trusted me initial instincts.
Word to the wise…DON'T USE FRIENDLY MOVERS INC.!
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