Jake landed a new job in Calgary and had three weeks to pack up his life in Winnipeg. He started looking for a moving company, “being a millennial, the first place I looked was online,” says Jake. He hired the company and arranged for his belongings to be delivered to Calgary.

The delivery date arrived and his belongings were nowhere to be seen. Something didn’t feel right.

“I was panicking. I had already called them three or four times that day. Eventually, I got the truth out of them – my stuff was in storage in Saskatoon,” he says. Jake had to hire a different moving company to get his things from Saskatoon to Calgary, all while living out of a suitcase.

That’s when he contacted Consumer Protection BC and an investigation began into the company’s business practices. “I was resigned to the fact that nothing was going to happen,” says Jake, “but as soon as [the inspector] got involved, he was in constant contact with me, letting me know about the next steps.”

The investigation determined the moving company had engaged in deceptive business practices by taking Jake’s money and not providing the contracted moving services or issuing a refund. “I encourage people to know their rights,” says Jake, “I’m one of the lucky ones — a lot of people have been in a situation like this and haven’t gotten a single cent back.”

Names changed to protect the privacy of the individuals involved.

If you feel like something isn’t right, reach out to us

If you walk away from signing a contract or paying for a product or service and something just doesn’t feel right, contact us. We are responsible for overseeing certain industries in British Columbia. Depending on your concern, another organization may be the ones to speak to; other times, court or legal assistance may be the best solution. Either way, we will do our best to give you the most relevant information.


Choosing a moving company
Jack and Lisa’s story: paving the way to a consumer refund