Consumer Alerts

Consumer Alerts
Consumer Alerts

Recent Alerts

Canadian Association of Movers urges you to #KnowYourMover and do your research before hiring a moving company.

UPDATE - CAM has received several complaints about Move Me Again / Roadway Movers and Moonstar Van Lines / Greenway Moving.

*new* October 27, 2020 - CBC issued this story out of Hamilton: Hamilton woman is in 'pure shock' after $3,600 moving bill. The Better Business Bureau say they have 'lots of concerns' about Moonstar Van Lines.

September 11, 2020 - The Better Business Bureau (BBB) warns that consumers have complained that Move Me Again substantially increased costs from initial quotes that led them to enter into a contract. According to the BBB:

  • "BBB files indicate a pattern of complaints concerning billing increases, delayed deliveries and customer service issues. Consumers have advised our office that the cost of their move increased substantially from the initial quotes that lead them to enter into a contract. When consumers request an explanation or reduction, they are advised that their items will not be delivered until full payment is remitted. Additionally, consumers have also advised that their items are not delivered on time, and the company does not compensate or advise when their belongings will be returned. On May 5th 2020, BBB sent a letter to notify the business of its concerns and requested that they work towards correcting the underlying reason for the complaints."
  • "Move Me Again advised BBB that consumers were not comprehensively reviewing the terms and conditions of their moving contracts and correspondences with Move Me Again and this has caused the pattern of complaints, claiming no wrongdoing on their part. However, when BBB requested to review the contracts and emails that Move Me Again sends to their consumers we did not receive a response. Subsequent follow ups have been unsuccessful."

There have been newspaper articles about various situations this summer involving Move Me Again. Consumers have been using words to describe their relationship with this company as 'extortion':

August 7, 2020 - CAM has received many complaints about Moonstar Vanlines aka Greenway Moving regarding unethical business practices.

Regarding Greenway, the Better Business Bureau (BBB) is investigating:

  • "BBB files indicate a pattern of complaints concerning billing increases, delayed deliveries and customer service issues. Consumers have advised our office that the cost of their move increased substantially from the initial quotes that lead them to enter into a contract. When consumers request an explanation or reduction, they are advised that their items will not be delivered until full payment is remitted. Additionally, consumers have also advised that their items are not delivered on time, and the company does not compensate or advise when their belongings will be returned. On August 6th 2020, BBB sent a letter to notify the business of its concerns and requested that they work towards correcting the underlying reason for the complaints. BBB did not receive a response."

There's been media coverage on these companies:

Moving Fraud

The moving industry in Canada has been unregulated since the mid-1980s and scam artists, disguised as legitimate moving companies, are taking advantage of people, especially students, new Canadians and seniors. It is believed that fewer than 10% of victims report fraud to the BBB, Consumer Protection or law enforcement.

If you are a consumer considering a move, do careful and extensive research to ensure you are dealing with a legitimate mover. After all, you are allowing someone you don’t know to drive away with almost everything you own. While the vast majority of movers care about reputation and customer service, not all do. Check out movers in advance with the BBB and find out if they are a member of the Canadian Association of Movers. If they aren’t on CAM’s member list, send an email to admin[at]mover.net or call CAM at 1-866-860-0065 to find out if CAM has any complaints against them.

Read about the many tricks deceptive movers use.

Verify the Mover's Credentials

CAM strongly urges consumers to do their due diligence before hiring a mover, as they would before purchasing any other major service. It's not like buying a pair of shoes. You are entrusting your entire lifelong belongings to someone you likely don't know.

To help avoid moving problems, CAM recommends that you contact the Better Business Bureau or the Canadian Association of Movers member directory to confirm that your mover is a trusted and reliable company.

You can also check the Ontario Government's Consumer Beware List: Ontario Ministry of Government & Consumer Services. 

Here's a joint CAM/BBB press release as a caution to consumers, particularly during the COVID-19 crisis: Make the Right Move During the Pandemic (April 15, 2020).

 

Protect Yourself From Rogue Movers
Infographic courtesy of Cassidy's Transport and Storage (Ottawa, ON)

Fraudulent Use of CAM Logo and/or Implied Relationship with CAM

The following companies have implied a relationship with the Canadian Association of Movers, either by displaying the CAM/ACD logo on their websites or by suggesting that they are CAM members or CAM-certified. These companies are NOT CAM members and we recommend that you carefully check their claims.

  • A number of companies in the Montreal area are fraudulently displaying the CAM logo on their websites and are NOT CAM members. Here are 2 of them: Montreal Movers Group and West Island Movers. Always verify the mover's credentials before hiring them.
  • Niagara Moving & Storage Inc. (Niagara Falls, Ontario)
  • Ali Movers (Toronto, ON)

Brand Hijackings

Rogue operations often use reputable company brand names in their online listings and ads. Consumers are being led to believe they've hired a professional brand name moving company but another company shows up on moving day, when the consumer has no choice but to proceed with the transaction. The experience usually ends up with the consumer's goods being held hostage for more money, delivery delays, and losses or damage to treasured possessions.

Always verify a mover's stated affiliations before you hire them.

Read CAM's press release Canadian Association of Movers Warns Public about Brand Hijackings (PDF 24Jan2017). Here's an article out of the United States about this same problem (January 12, 2018).

TWO MEN AND A TRUCK® is a professional moving and storage company operating in Canada from Alberta to Nova Scotia with the exception of the province of Quebec. They are members in good standing with CAM. There are organizations that are piggy-backing on the solid reputation of TWO MEN AND A TRUCK®. Always verify the credentials of your mover before hiring them.

  • *new* July 3 2020Apollo Moving operating out of Mississauga ON, is claiming to be a subcontractor of TWO MEN AND A TRUCK®.  TWO MEN AND A TRUCK® never subcontract out their work and remind their customers and potential customers to check with your representative if you suspect something odd or are confused about the "mover" who is at your doorstep.
  • CAM has been advised by a number or unsuspecting consumers that they inadvertently contracted with TWO MEN AND A MOVING TRUCK due to the similarity in names. This company is not associated with TWO MEN AND A TRUCK® nor are they a member of the Canadian Association of Movers.
  • Two Men Trucks Moving Company – Toronto, ON is not TWO MEN AND A TRUCK® which is a reputable CAM member. Please see the attached PDF.
  • The images and logos of TWO MEN AND A TRUCK® and other companies in the Halifax area have been hijacked by Smart Moves (aka Smart Movers & Packers) in their ads on Kijiji. TWO MEN AND A TRUCK® is a reputable CAM member and has no relationship with this other company.
  • A local organization in the Hamilton/Halton, ON area is representing themselves as TWO MEN AND A TRUCK® which is a reputable CAM member. Always verify the credentials of your mover before hiring them.
  • An organization operating in the Toronto area is using the name of the reputable mover TWO MEN AND A TRUCK®. The company in this ad is NOT CAM member TWO MEN AND A TRUCK®.
  • Another organization operating in the Toronto area is using an adaptation of the name of the reputable mover TWO MEN AND A TRUCK®. The company in this image is NOT CAM member TWO MEN AND A TRUCK®.

Phillips Family Moving & Delivery (Deer Park, NY) is NOT a CAM member. However, they are using an old logo of CAM member Phillips Moving & Storage (Toronto, ON), as well as falsely displaying affiliation with North American Van Lines. Phillips Moving & Storage (Toronto, ON) is a reputable and professional company and a long-standing CAM member. Always verify the credentials of your mover before hiring them.

Other Alerts

Universal Moving & Storage Inc. of 506 Turnbridge Road in Mississauga ON L5B 3M3 has been providing fraudulent insurance paperwork to their clients stating that they are currently insured by McLean Hallmark Insurance Group Ltd. (now known as NFP Canada). NFP Canada confirms that Universal Moving & Storage is NOT insured by them. Consumers are urged to carefully check this company’s claims.