Cross-country move costs nearly double for consumer

TORONTO — Dana Lauder got homesick and wanted to return to Toronto this month from Vancouver. After two years on the west coast, she enlisted her mother’s help to find a mover.

“They were the lowest,” said Marilyn Lauder of Alliston, Ont. “They offered $860 plus tax,” referring to a quote from Kingsway Van Lines of Markham.

The Lauders accepted the quote and had Kingsway retrieve Dana’s goods, which consisted mostly of clothes, a television console, TV, chair and ottoman.

But when the company arrived to deliver the goods, the Lauders say they got sticker shock: the original quote had ballooned to more than $1,500.

“I felt I was held hostage,” said Marilyn, who says she was told by Kingsway that the goods would not be unloaded unless payment in full had been made.

Tweet This Click to share quote on Twitter: "I felt I was held hostage," said Marilyn, who says she was told by Kingsway that the goods would not be unloaded unless payment in full had been made.

She says efforts to get an explanation from someone in management at Kingsway were defeated because a telephone representative would not escalate the issue to someone else. Eventually, she paid the additional charges by credit card.

“I had no choice, she wouldn’t get her furniture,” Marilyn said, angry about the ordeal.

Maya Bloom, general manager of Kingsway Van Lines Inc. declined requests for an on-camera interview to discuss the Lauder’s complaint. However, she was prepared to answer questions by email.

Bloom explained that the cost of the move was in line with the weight of goods moved.

“As previously confirmed the shipment was scaled, and the weight came to more as the consumer shipped more,” Bloom wrote.

“Total weight came to 1,926 pounds (completely within the quoted range of 1000 – 2000 pounds), with a total balance of $1,513.65.”

Tweet This Click to share quote on Twitter: "Total weight came to 1,926 pounds (completely within the quoted range of 1000 - 2000 pounds), with a total balance of $1,513.65."

Bloom wrote that the final amount shouldn’t have been a surprise to the customer.

“It is clear that the consumer did not pay double, that the goods were delivered on time, that the consumers concerns were all addressed and rectified,” she wrote.

But the Lauders say they were misled and that the individual who wrote the initial order made no mention of other charges.

They say they were also never given a receipt or written explanation of the final charges.

“We’re living this nightmare now,” said Dana, who regrets not researching Kingsway prior to agreeing to the move.

Global News discovered at least 30 negative online reviews written about Kingsway in the last two years, many of which complained about damaged goods and moving costs that exceeded the original estimates.