08/16/2025
As a family-owned business committed to professionalism, integrity, and transparency, we generally refrain from addressing customer matters publicly. However, due to the severity and escalation of recent events, we feel it is necessary to clarify the situation.
We recently assisted an elderly customer with her move. I personally communicated with her multiple times to accommodate changes to her move date and to answer any questions she had.
On the scheduled moving day, her adult children assumed control of the process, and from that point, complications began to arise.
Upon arrival, one of the customer's sons gave each mover $30 and instructed them to take a lunch break. Shortly after, he began calling our office demanding to know their whereabouts and requested a discount. We later discovered the lunch break was suggested because the elevator at the destination was not yet available for use.
Once the crew arrived at the delivery location, they began unloading and reassembling the customer’s belongings as agreed. During the offload, our team followed standard procedure by preparing the final invoice, which is customary prior to completion of service and is clearly outlined in our signed terms of service.
At this point, the customer's children became confrontational and stated they would not be paying for the move. When our movers paused the offload and awaited resolution, they were met with verbal and physical aggression. Two individuals even boarded our truck and continued the confrontation, leaving our staff no choice but to close the truck and leave the premises for their safety.
Following this incident, attempts to contact the original customer — with whom we had established communication throughout the booking process — have been unsuccessful despite multiple phone calls and emails.
Unfortunately, this situation has since escalated into a coordinated online campaign involving the customer's children and others posting negative reviews and false accusations, including the claim that we have stolen the customer’s belongings — a baseless and deeply damaging allegation.
We want to make it unequivocally clear: we do not and would never engage in the theft or withholding of a customer's property. We have even offered to release the items at no additional cost to a representative of their choosing. We do not benefit in any way from holding belongings, nor do we wish to incur unnecessary storage or labour costs.
The ongoing defamation and manipulation of the narrative on social media have been incredibly disheartening. We have responded with factual information where possible, only to have our responses deleted and replaced with further falsehoods.
We take our reputation seriously and are proud of the honest, reliable service we provide to our community. It is unfortunate that misleading and false information can cause significant harm to a small business, especially when spread by individuals with no firsthand experience.
We appreciate the continued support of our clients and community and remain committed to conducting our business with integrity and respect.
