Cool Moves Vancouver - Maple Ridge

From beginning to end, from arranging the quote to picking up all the used boxes for recycling, Robert and his team did a careful, efficient, and outstanding job. We received a number of quotes and only Cool Moves was reasonable and fair. They were relaxed but professional. We have no hesitation recommending them.

Hiring Cool Moves for our move from Vancouver to Los Angeles was a huge mistake. Robert subcontracted our move to AMS Transportation without disclosing. They were a week late, broke valuable items, and denied us the replacement coverage that we'd paid for. Robert promised he would fix it and then went silent. We've given up hope that he'll help us. Don't be seduced by the low price; Robert will only be there for you if it doesn't cost him. There were warning signs. Robert would promise to send us information and then not do it. Costs given by phone didn't match the first quote. We hoped that these weren't signs of a bigger problem. They were. Pickup day was mostly smooth. We even let him film us for an endorsement, which we regret. Only two issues stood out. Robert had told me that any payment method was fine. But then he pressured me to pay the deposit by e-transfer in CAD at an arbitrary USD/CAD rate. We were eager to start our drive and Robert had my trust, so I agreed. I'd also paid for them to pack my TV in a box. Instead they cut up an undersized box and used the cardboard and a moving blanket. Robert told us that delivery would be Friday, and we rushed our travel plan to be there in time. The driver ended up delaying delivery three times with minimal notice and poor communication. Robert repeatedly promised to call the driver during that week-long series of delays, but each time we spoke he said he hadn't. On delivery day AMS called, claimed to be Cool Moves, and took final payment. Robert had told me personal check was fine, but they insisted on cashier's check or credit card. Another empty Robert promise. AMS told me to expect an email receipt. It never came. The driver finally arrived at 4pm, hours late. He had one person with him and that person wasn't an AMS or Cool Moves employee. Neither AMS nor Cool Moves had provided the driver with a team to unload the truck quickly and carefully. Items were damaged. The TV screen was smashed (over $1K value). Unloading took until 10pm. The driver couldn't find our Bill of Lading and said Robert would follow up with it. He didn't. I showed Robert the damage. He said that something was off about the whole move and that he was going to sort it all out. He didn't. We'd purchased replacement value coverage from Robert for broken items. As I filled out the AMS claim form I reviewed the draft Bill of Lading that Robert gave us in Vancouver and realized it was poorly done. The declared valuation field was marked $0. We had inventoried everything with values and given that to Robert. His quote had included the coverage, but the draft BoL didn't. I asked Robert if this was an issue and he said not to worry. Eventually the claim check arrived. We'd claimed $1800 in damage; AMS sent $55. They said we hadn't purchased the extra coverage. They assigned our items a value based on weight, applied replacement coverage to some items and not others (not the TV), and subtracted a deductible and cost of the coverage, effectively double-charging us. I emailed Robert, he said "leave it with me." Weeks later he wrote that he'd call me with "answers and a remedy." He didn't. I tried reaching him by voice, text, email. Nothing. I posted on the Cool Moves Vancouver Facebook page. He deleted the post and blocked me. My wife reached Robert's partner, who said they would take care of us. Then she went silent too. Only when my wife called in tears did Robert text back. He said he was working on it. He told her he won't work with AMS again, which is a tacit admission that we were wronged. Days later with no update, my wife tried reaching out again. Silence. This was in January. I emailed Robert in February, saying that we'd hired him, not AMS, and that we had bought our replacement coverage from him and we expected that he would do the right thing, or we would have to tell others about this experience. No response. When doing the right thing might cost him, Robert will abandon you.

We used this company in August. When we called to inquire we were told the travel time was included in the price. The night before the move we were called and told there is a fuel surcharge and the travel time wouldn't be included. Umm, ok, why wasn't this mentioned before?! The owner gave some excuse that it was because we were moving on a Sunday...I'm not entirely sure what that has to do with anything or why it wasn't mentioned in the initial quote. The day of the move, one mover showed up on time and the other mover was an hour late. Our hourly rate was based on two movers so that first hour was adjusted accordingly. I told the mover that certain boxes were fragile and asked him to be really careful, but he didn't seem to care. A filing cabinet was loaded on top of a fragile box which ended up cracked. None of our belongings were wrapped, except for a mattress. Once the moving truck arrived at the house we were moving to, they backed into a tree in front our house, knocking it half down. I reached out to give the owner some feedback about our experience and he wasn't interested. He basically told us he didn't really care and wished he didn't take the job. After I sent the text to the owner, his girlfriend/office manager sent me a nasty text saying we should have used another moving company. She was right, we should have used another moving company. The invoice was miscalculated and I can't say we were surprised at that point. We paid the correct amount and were sent a correct invoice a couple of weeks later.

I have used "BOB THE MOVER" for numerous moves over the past 8 years! He moved my family from our home downtown into a smaller condo and has also moved each of my adult children over the years to and from university. Bob and his team are awesome professionals and I highly recommend Cool Moves for your next move. Unlike larger companies where a suited salesman shows up for the estimate while less than interested workers show up for the move..with Cool Moves it's BOB who shows up for the estimate and BOB who returns with well rested and professional staff to pack and then move your belongings! He takes extra care with all of your fragile and "priceless" possessions. BOB and his team are a great bunch to spend your moving day with! I wouldn't hire anyone else!

I had a rather small shipment from North Vancouver to Fremont, CA and Cool Moves had a very competitive price. It was nice to have the personal touch of a smaller business and I was very pleased from start to finish. They showed up for the quote, packing and delivery when they said they would and all items were in excellent condition. They also helped me with the customs forms which were required. I would highly recommend Cool Moves.

We used Cool Moves in 2014 for a move from Vancouver to LA and then in 2017 from LA back to Vancouver...and then a third time in 2019 from Vancouver to North Vancouver. Bob and his crew are amazing! Careful, polite, on time, accurate and fair pricing and just a great down to earth group. We have referred Cool Moves a few times and those referrals have had the same experience. There is no doubt in our minds that if we need have the opportunity to move again, Cool Moves would be our one and only go to company! A huge thank you to Bob, Carmen and his entire crew!

Robert and his team did such a fabulous job for me that I do not know where to begin. From packing, to customs documents, to assuring me everything was right, to a fair price - he and his team had it all together. I would also like to add, he did not ask me for this review. I write it of my own accord. I have had many things transported across borders and within the United States, and I can say without hesitation that this is the best company I have ever worked with.

Cool Moves brought my household goods to Victoria and unpacked it into 1.5 storage containers. They did a good job of this and Robert Johnston and his team of 2 others were very good to work with on the move. What was suggested by Robert at the time of unpacking into the containers was to leave the original moving pads on which would protect the furniture until we got it to its final destination plus it would expedite the whole transfer of goods from his truck to the containers. He requested I pay a $200 deposit for the moving pads which I did. Fast forward to when I tried to return the pads. I called Robert without much luck. Update: Robert Johnson did contact me back through texts after he read the review and replied below. I am happy that we did connect and sorted it out.