08/18/2014 06:00 EDT | Updated 10/18/2014 05:59 EDT

High-Pressure Movers Leave Montreal Man Out Hundreds Of Dollars

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When the company Rowan Phendler and his girlfriend hired for their move earlier this month failed to show up, they were desperate.

“Frantic to find another company, we went to Kijiji,” Phendler said.

Over the phone, he was told the price of the move would be $200 plus tax, and that movers would arrive at his home shortly.

The company, listed as “TRUSTABLE MOVERS – ALWAYS ON TIME” on the online classifieds site, showed up more than two-and-a-half hours late.

For those looking for a cheap and efficient moving company, online ads like the one Phendler found seem to offer all the right things: promises of punctual and experienced movers, no hidden fees and guaranteed customer satisfaction.

But a CBC Montreal investigation in June uncovered that behind many of these Kijiji ads is a ring of unregistered companies that use questionable practices to force customers to hand over their money.

Disappointed customers now tell CBC similar schemes are still being used, and that the services of these shady movers extend all the way to Toronto.

Taking advantage of stressful situation

When the movers finally did show up at Phendler's Westmount, Que., apartment, they loaded a few of his belongings onto the truck before stopping to ask for a deposit.

“Being naive at the time and just wanting to get the move over with, I pulled out the money,” Phendler said.

Along with the payment, he was handed a one-page document — a contract he signed in a hurry.

“I think they do this on purpose to put the person in a sense of urgency to leave and to oversee the contract, he said.

“I think that’s part of their tactic.”  

What he hadn’t noticed was the document locked him in to a variety of extra fees for things like stairs, heavy items and appliances.

After leaving his residence with his belongings, the movers stopped at a gas station and told Phendler they would not finish the job until he paid the new amount in full.  

“I was billed $793,” Phendler said.

Other victims report similar schemes

In June, two other victims contacted the CBC reporting they had been tricked into paying their movers hundreds of dollars more than they initially agreed to.

The contract they signed was nearly identical to the document Phendler was handed.

At the time, CBC contacted Kijiji, who said they were investigating the misleading ads.

Nearly two months later, CBC found nearly a dozen similar postings still on the site, all of them sharing the same handful of phone numbers. None of the company names mentioned in those postings is registered in Ontario or Quebec.

The CBC found near-identical ads on Kijiji’s Toronto listings.

A CBC reporter called the Toronto number to get a quote on moving services, then asked if they also operated in Montreal.

An employee confirmed they were the same company.

In a subsequent call to the same number, an employee said they were based in Toronto but only did business in Montreal.

He denied doing anything illegal, saying the customers all signed contracts. He hung up when questioned about multiple company names listed at the same phone numbers.

Lax oversight

The director of the Canadian Association of Movers says he’s not surprised by Phendler’s experience.

Jim Carney said consumers should be vigilant when hiring movers, but more needs to be done to ensure their protection. His organization has been lobbying various levels of government to no avail.

"No one wants to get involved… That's why these so-called movers, in effect rogue movers, are having their way right now," he said. 

“They know that they're pretty much running lawlessly until some level of government decides to interject.”

Toronto moving scam ring busted in 2010

Police in Toronto said Phendler's experience isn't unique to Quebec.

Sgt. Patrick Yeung said his team busted a ring of shady moving companies operating in the Toronto area in 2010.

The ads posted and tactics used back then are almost identical to those described in recent reports. 

“If we can prove there is a pattern and an intent to defraud the public, it’s easier for us to proceed with the investigation,” he said, adding that his team spent months interviewing people. Their investigation led to seven arrests and they managed to get $30,000 back to the victims.

No help from consumer watchdog

Phendler says he has been calling the Office de protection du consommateur (OPC), Quebec's consumer watchdog, for days, but his request has not yet been processed.

OPC spokesman Jean Jacques Préaux said these situations become complicated because the contracts signed protect the movers. He says unless there is written confirmation of the lower price initially quoted, the only option is to take the movers to small claims court.

Phendler says that when he started calling the company back to file a complaint, they hung up on him and stopped taking his calls.

He said he hasn't yet reported the incident to police, but plans to in the hopes that it will help protect others from falling victim to the same tactics. 


6 Things To Know Before You Even Think About Moving

  • Step 1: Purge
    Step 1: Purge
    Lluís Real via Getty Images
    If you haven't worn something in a year, donate it or sell it. Given your pre-move to-do list, donating is likely to be easier, but you can also take your clothes to a consignment store where they usually buy items in bulk. But beyond clothes, get rid of anything you just don't need... like that popcorn maker you use every other year.
  • Step 3: Prep In Advance
    Step 3: Prep In Advance
    Georgina Palmer via Getty Images
    ...A month in advance. Movers need to be scheduled, you'll need to get the certificate of insurance from your building, reserve one of the freight elevators, and so on, so that when it comes to move day you can get in and out.
  • Step 2: Find A Good Mover
    Step 2: Find A Good Mover
    Fuse via Getty Images
    If you talk to a few friends about their moves, you'll learn quickly that there are so many horror stories. Make sure you find a reputable mover and get separate insurance from what they're offering, especially for really expensive pieces. Movers may only pay you 60 cents per pound, for example, so if you have a TV that's ten pounds, you're only going to get $6. Before you decide on a company, get referrals, get three bids, and check out reviews with the Better Business Bureau, Yelp and Ripoff Report. For Soto's stuff, bids ranged from $14,000 to $7,000... all for the exact same services, so you'll have to do your homework. Some movers charge by volume and others by weight, so if you have really heavy furniture, selecting a mover who charges by weight won't be worth it. Also keep in mind that some items -- like that "fragile" IKEA dresser -- won't even make the move. Toss it and get a new one when you get there.
  • Step 4: Buy Used Boxes
    Step 4: Buy Used Boxes
    Martin Barraud via Getty Images
    You read that right: Don't buy new boxes. Instead, look for used ones on Craigslist. (Boxes can get expensive!) If you live in a building, most will pack up all of their boxes and leave them near the trash chute, so ask the handyman if they have extras.
  • Step 5: Minimize Stress
    Step 5: Minimize Stress
    Chicago Tribune via Getty Images
    If you've done your homework and organized your things, the day of a move isn't that hard. (If you run into a bump in the road, we've got two words for you: Bloody Mary.) On the inside flap of each box, itemize what you've packed, so when you open it, you know what's in there; make sure you write on all sides which room it's going to in the new place; and take anything that's really valuable. Those things you cannot live without, take them with you.
  • Step 6: Settle In
    Step 6: Settle In
    Chris Gramly via Getty Images
    Unpack one box at a time. And don't bother getting the movers to unpack, because they don't actually put it away. Don't pay for that extra charge. And make sure you have that open-first survival box with your toothbrush, shampoo and pajamas. Once you're unpacked, the easiest way to transform your new space is to add a few touches of color (think: toss pillows, a few frames or a new lamp) and then keep it all clean!