My husband and I hired Ellis' services in October....

My husband and I hired Ellis' services in October. We initially sent out an email for the quote for a moving date of Nov 9th. We then received the quote and responded back but with changes-- that we would like to book but for the date to be for Nov 2nd instead. A weeks goes by and we don't get a reply. So my husband called Ellis Moving on Oct 7th and spoke to one of the workers there for approximately 6 minutes (We have it saved on our phone). During that 6 minute conversation, my husband confirmed the new date of Nov 2 with this male employee and had asked if they could bring mattress wrappers to cover our mattress etc. and how much that would cost. They ended the conversation by the male employee confirming that they will leave North Van around 8am therefore will arrive to our place in burnaby by 830ish.

On the morning of our move, we don't hear from anyone, a NO SHOW so my husband calls Ellis. Another male employee says there is nothing booked for us today. He tells my husband that we originally asked for Nov 9 but nothing was booked. My husband then began to explain what I just explained in the paragraph above-- how he didn't get a response back about the move date change to Nov 2 so called himself and talked to one of guys for a good 6 minutes going over what to bring and confirming the reservation. Of course they asked who my husband talked to and he didn't get his name.. and the conversation starts sidetracking into a "who talked to you" and "it would help if you remembered who talked to you" etc. Which didn't help the situation and was more like trying to decide the "who to blame" game.

After a heated conversation, my husband just firmly told the employee, his name was Josh, that we are packed and ready to move so we needed someone and this is just a completely irresponsible way to business and that they need to fix this situation by somehow arranging movers to come help us move.

Few minutes later, the employee, Josh called back and gave us a number for another moving company that could help us move today although couples hours later. We thanked this man, Josh, he may have made us feel quite frustrated in the beginning, however he was willing to listen to our complaints and in the end, found a solution for us so we would just like to personally thank Josh for finding a solution for us in this very messy and stressful situation.

If the owner of the Ellis Moving services would like to follow up on this matter, we can give you information about who my husband may have been talking to and confirmed the booking with on Oct 7 as we have the phone record of the time and length of the conversation recoded on his phone-- if it helps to find out who was taking calls on that day and hour.

After searching a few moving services, we decided to go with Ellis because despite the higher service charges, it was highly rated as being professional and trustworthy. Go figure.