Complaints

Complaints
Complaints

The Canadian Association of Movers is interested in hearing about your moving experience. Maybe your move didn't go as well as expected, with lost or damaged goods, late delivery and a higher cost than quoted.

You can register a complaint about a moving company with CAM. If the mover is a CAM member, we will try to facilitate a resolution. If the mover is not a CAM member, we're sorry but CAM will not get directly involved in the situation.

Before you register a complaint with CAM, please read this.

The Canadian Association of Movers (CAM) is a non-profit trade association that does not dispense legal advice. Any ideas, concepts, or theories that are discussed should be reviewed by your own legal counsel.

As CAM is not a government agency, we do not have the authority to order refunds or reimbursements for damages, force a settlement or to demand any type of compensatory payment from your mover. Although our members have agreed to meet our standards set out in our code of ethics, this does not represent a guarantee by CAM of their performance; however, we have the option to remove movers from our membership that no longer meet our standards.

About Information Collection, Use, and Sharing

We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone. We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to respond to your correspondence. Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy. To review our whole PIPEDA policy, click here.

 

Important! Consumers are facing delays and additional costs

 

July 22, 2021 *update*  While all below is still applies as we improve our vaccination rate and weave in and out of restrictions, the moving industry is under tremendous pressure this moving season with unprecedented demand, challenges with accessing moving materials (due to supply chain delays) and, like every industry in the world, labour shortages.  You may not be able to book a credible moving company on a specific date.  CAM recommends that you book your mover early and remain in contact with your chosen moving company on a regular basis so you can be apprised of any changes to your moving plan.

 

Also, moving scams in Canada are on the rise as unscrupulous operators take advantage of consumers when they are vulnerable and stressed over their move.  They take advantage of COVID by saying that they can't come and look at your move because they aren't allowed in your home.  That simply isn't true - there are many options to verifying how much you are moving.   The result can be unbearable painful for you - doubling or tripling your price (because the shipment was much larger than they expected), holding your items hostage until you pay exorbitant fees, massive damage to your items that will not be repaired or replaced, and unfortunately, theft.  We encourage you to do research on the moving company you are choosing by contacting CAM (see below - Search for a Mover) to get a selection of movers in your area that have been vetted and are considered certified professional movers.  You can read more about moving scams in our consumer alert section of the website.

 

June 4, 2021 - Current lockdowns, travel restrictions, mandatory isolation requirements upon arrival in some provinces, or upon entering Canada, and labour demands are causing delivery schedule changes (mostly delays), as well as unexpected temporary storage requirements - all of these can result in additional costs and changes in plans that consumers will have to bear, possibly without any notice.  CAM recommends that you keep an open dialogue with your mover throughout your relocation, and to get any anticipated changes to your costs in writing so you have a clear understanding of the impact of any federal, provincial or local restriction being imposed.