My Sad Story with VASYTRANSPORT

They Failed Me, Lied to Me, Multiple Times.

 

Bare with Bad Manners and Delayed Response

I booked a service with them in early March 2020. Deposit paid in full. I am aware that giving the COVID-19 situation, moving can be hard and I should be mindful about potential changes, so I constantly following up with Claudia to see if they can still provide the service. She get back to me with an average 2-day delay, and keep telling me ‘Do Not Panic, We will move your stuff between April 10 or April 11, TBD‘. OK, Probably Claudia is busy and her rude manner doesn’t bother me too much, so I decided to roll with them.

Finally Get An Update

After keep saying sweet and polite words to Claudia and begging for the confirmed pick-up date, (I had to, otherwise if she is unhappy she can ignore my email), I finally get a confirmed date on April 8, which is set to 9:00am on April 11.

One Day Before Moving

On April 10th afternoon, I got a message from Shane, telling me he will come on April 11 at 10:00am. This is different than what Claudia have confirmed with me, but one hour is not so bad, so I replied him with appreciations.

April 11 @ 10:30am: No Show, Hang-up My Calls

It is already 30mins later than the promised pick-up time, no one is showing up on yet, so I decided to call Shane. However he constantly hang-up my phone for probably 10+ times, and not returning my message. 

April 11 @ 12:05pm: No Explanation

I finally get a message from Shane: I’ll call you back. That’s really upset me because there is no explanation, no apologize, no update on when would the pick-up happen, nothing, given that Shane didn’t show up at the promised time, and ignored all my phone calls and messages for almost two hours.

April 11 @ 2:00pm: Pulled Over By Police in the Morning

At around 2:00pm, finally got a call from Shane, telling me he and his crew get a ticket for not self-quarantine after arriving Nova Scotia from Ontario. Promised he will assemble a local team and pick up my furniture later this afternoon. I had to ask further questions giving this situation:

• I have double checked a million times if you can move my furnitures since early March, how come you didn’t know the self-quarantine policy and not considering this in your plan?
• I was told moving service is essential business and is in the self-quarantine exemption list, how come you can’t prove yourself?
• You are supposed to come at 10am, but you didn’t contact me or get back to me by any means until 4pm. Did the police lock you down for 4 hours? I don’t believe that. Why can’t you give me a heads up when things goes wrong?
• Most importantly, how would your plan B work? When would your local team come? I have a special request (moving a grand piano). Does your local team have experience of that?

I sent my questions to Shane. Again, no response. Keep calling, a few hours later just get another short message.

Shane: “You Can’t Keep Calling Me.”

Me: “What do you expect me to do then?”

Shane: “You have my words, I will move your stuff.”

 

April 11 @ 6:00pm: This Afternoon Won’t Work, Will Come Tomorrow 9-10am

Of course this afternoon won’t work because it is already evening!!! Again, he promised he has local crew ready for tomorrow’s pick-up. Despite all the ignorance and failures from Shane, I said thank you to him because he figured out a “solution”. Unfortunately， this was proven to be lie in the next day. I am surprised that he even fake some details that “The local crew is not available until tomorrow. They have 16 years of experience to handle my grand piano.”…

 

April 12 @ 8:00pm: I’ll arrive at 10am

Ok, just over a night, I got postponed one hour just like that. Again, one hour sounds acceptable. I didn’t argue with Shane in case he get angry.

 

April 12 @ 10:30pm: No Show, Again

OK, I can take all your rude manners and your previous failures, but having somebody empty my house is my bottom line, because this house is to be closed in two days. I start to reach out to Shane, hang-up my calls again. This is really drive me crazy.

 

April 13 @ 12:00: “Pulled Over By Police Again. You Can’t Keep Calling. Give Me Some Time”

After a hour of phone-call waves, Shane finally replied me, telling me shouldn’t keep calling him. He was pulled over again by RCMP and get a ticket of $7500. And he made himself sounds like the ticket is on me. He is trying everything to save me and still I am a bad guy blaming him.

OMG.

Didn’t you say you assembled a local team to pick-up my stuff as a work-around for the self-quarantine policy?

How come you are on the road?

Where is the promised “Local Team”, who has 16 years experience of moving Piano? (See, he even fake all this details)

“How long do you need? What’s your plan?”

I skipped all the above questions which might embarrass Shane, and go straight to my point.

Me: “What’s the plan next?”

Shane: “I know it is unprofessional but I am stressed out. I don’t have a plan.”

Me: “Please let me know ASAP if you can’t move my stuff, I can try to find another company now, as the closing date is a hard due date.”

Shane: “You have my words, I can move your stuff. I need some time.”

 

April 13 @ 15:00: Ask Update

After a few hours, I believe I’ve gave him enough time he requested for. I ask for updates. No response. I can’t image what has hold him that long that he can’t send a piece of message to me to give an update. I know it is time to ask help from other services because I don’t want to fail my buyers.

 

April 13 @ 20:00: Finally Send Me A Message

Shane: “April 15 is the only day I can get someone. You’ll have to contact Claudia for confirmation. That’s the only day I can do.”

Hey, that’s very sweet of you! Only takes you 12 hours to reply my message! And ask me to confirm with their Sales person again.

Meanwhile, Mike, the owner send a email, telling me they will move my stuff on April 15. “You have my words.” That just sounds too familiar to comfort me. I told Mike my house is closed on April 15 9:00am, so that won’t work. Then he proposed April 14 afternoon. I know I can’t afford another no show if I wait for them until April 14, and I also need to left some time for cleaning service before April 15. So I told Mike this won’t work. I mentioned that I want my deposit back and I won’t ask for extra loss caused by their failure. All I got is:

“Deposit is Non-refundable.”

They Can’t Prove Their Business

After VASYTRANSPORT rescheduled me for the third time and still failed to show up, I gave up on them and worked with another moving service, because I really have a hard due date. I then learned from the new moving company that a fully-licensed moving company should have no problem proving themselves to be essential business.

This means either VASY lied about their ticket or VASY doesn’t have professional team, equipment and paperwork to prove themselves to be essential business.

They Don’t Care Your Problem

During the conversations with VASYTRANSPORT. I found multiple times they don’t really care my problem. They don’t care I have special moving request, they don’t care I have a hard due date, they don’t care I need some extra hours to do the cleaning. They even didn’t ask to see what need to be moved and wrapped so that they can prepare some wrapping materials in advance. All I can guess is they are not interested in such information because they don’t care.

All they are keep saying is they have a problem and they did everything they can to fix it. They made sacrifices and I shouldn’t ask for my deposit, even though I never get the service I deposit for. Let’s ignore how stupid their problem is for a second (Can’t prove their business, Pulled over by cops, short-handed, etc.) How could a company use their own mistake to punish a customer? That is just so irresponsible.