A couple who recently moved across the country say they're frustrated, because it's been over a month and they still haven't received their belongings from the moving company they hired.
Jeanie Borremans and her husband made the move from Toronto to Edmonton just over a month ago. They say the moving company has their belongings and won't deliver them until they pay the remaining balance. However, Borremans says the amount the moving company is asking them to pay is too much.
"We came here to start a better life and to be able to buy a house," Borremans said adding, "I don't want to decorate for Christmas because this just doesn't feel right without our stuff."
The couple hired British Columbia based Euro Star Moving & Storage because they had a referral from a family friend and the company offered a great deal.
"$400 for 500 pounds, and then 50 cents per pound after that and then applicable HST and fuel surcharges." Borremans said adding, "It was a cheaper solution. Other companies were $2,000, $3,000 plus."
The company offered to ship their belongings within six to 17 days.
Borremans says she was extremely satisfied with the service she received from the company when staff members picked up her belongings in Toronto.
"It was fantastic. They were there on time. They were so quick and professional. They took everything. They were really, really great guys."
"The movers, when they picked everything up, they said there was about 1,000 pounds," Borremans said adding, "We thought we'd only have to pay, maybe an additional $500."
However, it's now 33 days later and she says the company is asking for an additional $1,300, claiming their load weighed 2,100 pounds.
"(Staff) told us that the two box springs weighed 600 pounds, and things like that."
Borremans said the moving truck showed up to her home but, the movers wouldn't unload her belongings without full payment. Borremans said she wouldn't pay until she saw the weight of the truck for herself.
"(The movers) got on to the weigh station in Sherwood Park, got off and said 'Well, if you don't give me the money I'm not going to unload this.' My husband said 'I can't give you the money right now' so he took our stuff back down to Calgary and we haven't seen it since."
Borremans says the weight of the truck plus her belongings was around 2,000 pounds, so doesn't understand why the remaining balance is so high.
"I just want my stuff. It's our wedding photos. My jewellery accidentally went on the moving truck," said Borremans.
A staff member with the moving company tells Global News the weight is correct, and claims the couple just doesn't want to pay. The staff member maintains the mover will only deliver after receiving the full payment.
The Canadian Association of Movers (CAM) says it deals with numerous cases similar to Borremans every year. Chairman Ted LeLacheur urges customers to do their research prior to hiring a moving company.
"Do your due diligence, investigate them. Everything you've slugged your guts out for is going into that truck and you've got to make sure that you're selecting the right company." LeLacheur said adding, "Generally, if it's a lower price than everybody else there's a reason for the lower price."
Borremans says she will pay the price the company is asking for, out of fear of losing her personal possessions. She says she has learned her lesson and wishes she had insisted on getting the weight quote in writing before the movers left her house.
"Next time I would definitely do my research and invest a little bit more."
Borremans says she plans on filing a lawsuit against Euro Star Moving.
With files from Julie Matthews.
© Global News. A division of Shaw Media Inc., 2013.