Trillium Moving / Vega Lines moved a very few articles from my home in CA to Vancouver. The salient points regarding the service are supported by the attached email string, photos, and docs.
Anne Picard initial email communications were cordial and brief. Good.
On my first phone conversation with her, 19 September, she was rude having confused me with another customer. When I advised her of her confusion she did not apologize or recognize her customer service error.
After the deposit on contract was made 19 September, thereafter Trillium did not follow up or initiate communication with me. I was responsible for chasing them, as well as Vega Line, to confirm pick-up date. Unacceptable. But at that time, it was urgent, so if I wanted the job done I had to personally insure it happened. Anne never accepted my calls thereafter, other employees of Trillium fielded all my calls. On 28 September, the call I made to Trillium I was assured the pick-up would happen 29 September. when my representative in CA called in a panic because the movers did not show, I called Trillium again. They called Vega Line, to discover the driver was "delayed", but nobody bothered to communicate with me. Again, I had to chase. No new pick-up date could be determined. Totally unacceptable, especially since I had sold the home in CA and the new owners were taking possession the next day. Totally unacceptable.
I was obligated to call Trillium again on 30 September, was given the Vega Line number and directed to coordinate with them. Totally unacceptable. I was informed the driver would arrive 01 October. Again, totally unacceptable, but what can I do at this point.
The driver called me directly to coordinate on 01 October. The insanity only gets deeper and more offensive. Most offensive, I gave very clear detail of the pieces to be moved, and pictures. In response, Trillium gave a quote of $20-30 packing charge per piece. When the mover created the agreement and listed costs for my representative to sign, the cost he quoted was $800 total, effectively $89 each piece. Robbery! Reference the pictures sent, the two pieces of furniture were 30% covered with old plastic and a bit of packing tape, totally unacceptable. Insulting, careless, disrespectful, unprofessional, robbery! Upon seeing the pieces in the delivery truck I immediately declined and rejected the invoice as extortion. The mover called his dispatch, he discussed the issue, did not admit guilt but did recognize the apparent fraudulent effort. He proposed $200 not $800 packing fee, I am so insulted and angry at being taken advantage of in a totally vulnerable situation, but wanted to get my possessions back, so reluctantly I agreed ... to get it over with. Luckily, there was no serious damage to the artworks. Not so lucky the 19th century Chinese cabinet which was significantly gouged on the front decorative doors and frame. Of course there are always two sides to a story. This is clearly well documented and unquestionably egregious. Hopefully the industry, and the public, will address and rectify. For people in this kind of vulnerable situation that are extorted and raped, its simply not right. Not acceptable. It must change.