I hired Good Ol Boys moving to assist me in retrieving some items from my ex's property. They were aware that timing was essential, as my ex had only agreed to a very small window to remove the items and they were to be loading into my hired U-Haul. I expected the job to take less than an hour.
The person I spoke to named Jesse said they had a three-man, three hour minimum, took a $95 credit card deposit and said if I paid cash the balance owing after the move would be $340.00 if I paid CASH.
Although this seemed expensive (considering there were less than 20 items to move) I agreed to the amount as a matter of expediency, and that they could accomodate my unconventional move.
They arrived 40 minutes late, without any call or explanation. Only two movers arrived, not the three promised and quote. Once they arrived, their work was fine and they were done in about 50 minutes. They made out a bill that was reduced from the $340 I had been told, I paid them and tipped them and they left, only to flag me down, ask for the receipt back and rework the invoice to the original $340.00.
I wasn't going to argue in the street with the movers, and decided to pay the full amount and deal with Jesse at their office in Guelph. I assumed it would have been a simple correction of the three man rate vs. the two man rate in the next day or two.
A few days later I called and spoke to a person from their head office, who told me I should speak directly to Jesse himself, who would call me the next day. He did, and was hostile from the very first sentence of our conversation. He said I was trying to "rip him off" and denied that I had been quoted a three man rate. He was verbally abusive and bullying, put me on hold several times without warning while I was speaking and was generally vile and offensive. He finally agreed to put me through to his owner who... amazingly enough... was the first man I'd spoken to the day before!
He was equally argumentative, and would barely let me finish voicing my concerns before calling me a liar and that I was trying to cheat him. I repeatedly said that I was sorry if his representative mis-quoted and I was willing to come to some fair agreement regarding it, but to no avail. Finally in frustration I passed the phone over to my partner who tried as well without success. The owner, Lee Nelson, continued yelling at my partner, and demanded that the only way he would communicate with us further would be via regular mail to their PO Box Address.
He also put my partner on hold several times saying he "was too upset and angry to talk to him" where my partner actually said "I'm sorry you're upset but.... excuse me I'm the customer with a complaint?"
Needless to say there was NO resolution. Their website does not have an email contact which actually speaks volumes about their customer service attitude. They don't want to hear it, and once they have your money the don't care a bit about your satisfaction as a customer.
A horrible, horrible all round experience.