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Greenway Moving aka MoonStar Van Lines

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Greenway Moving aka MoonStar Van Lines Reports & Reviews (1)

Paid $8,000 in protest under the threat of not receiving our belongings

Quote (represented as "MoonStar"), estimated 5,000 pounds for the move of a three-bedroom townhouse, for a total of $2,370. When the movers arrived on Aug. 12, we did a full walkthrough of the home and detailed review of everything that was to be loaded onto the truck. Representatives did not make any comments about it being likely to be significantly different from that.

After everything was loaded on to the truck, one of the men suddenly said the total was likely to be well over 20,000 pounds. He offered what he said was a "deal" to sign a "flat rate" of 19,000, and told us the charges would be even higher if we insisted on going to the scale. We had previously been told in writing the maximum the truck could even hold is 14,000 pounds, and the truck was nowhere near full. The man providing the 20,000-plus pound estimate said this was based on his "16 years' experience" and only showed the front of the contract.

After receiving an invoice for more than $10,000, (more than quadruple what we were quoted!) we appealed to the company's "guarantee" to make our move "easy and stress free" by email on Aug. 14. We then experienced a variety of high pressure tactics through a series of phone calls, during which we were told that if we did not pay $8,000 immediately, we would not receive our belongings. (We have records and audio recordings of calls). This included violations such as refusal to disclose where our belongings were, or to offer a reasonable cost to break the contract (We were told it would cost the full amount.)

When we attempted to pay this through MasterCard, a method of payment the company purports to accept, along with Visa, we were told "the terminals are down" indefinitely. We then attempted to pay on a MasterCard through PayPal, yet again were told they could not accept this universal method of payment, despite the failure to accept MasterCard as advertised. We then offered to pay the amount to a lawyer in trust, which they again refused. So, under duress, we borrowed $8,000 and paid it into a TD account directly.

There is no way our belongings weighed 19,000 pounds. As the attached photo indicates, that was even written on a post-it note attached to a copy of the contract for the delivery driver (literally "it's not 19k"). Clearly they know this was not the correct weight and that the difference was significant enough as to warrant notifying the delivery drivers.

Only days later did we realize the contract had an entire back page of terms and conditions we were not shown and did not agree to. These terms include an allowance for a physical volume measurement in lieu of a scale. (Bullet 2 of Clause 4 re: "Weight") We were able to obtain a physical measurement of the space the items occupied, which was witnessed by the delivery drivers and an outside party and is documented in the attached photo (we have more but there's a limit to # of attachments).

Our belongings occupied a length of 13 feet 7 inches in the 8-foot-by-8-foot trailer box. Rounding that up to 14 feet, this is a volume of 896 cubic feet, or approximately 25.5 cubic metres. We offered to settle the matter at $3,796.80, requesting a repayment of $4,203.20, but the company did not respond.

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