Woman’s Belongings Held Hostage by Moving Company Over Payment

A woman moving from Ontario to Prince Edward Island claims that her moving company, All Canada Van Lines, is withholding her possessions until she pays the full balance. Amber Booth is currently left with only a few backpacks and duffel bags that fit in her car, while her other belongings, including irreplaceable items, remain in storage.

Booth has expressed deep concern over the situation, stating, “Things like my service medal from when I was deployed overseas, pictures of my partner’s mom who passed away from cancer when she was 12… my entire life is in their hands right now.” This dispute began in early July when Booth reached a verbal agreement with the company, agreeing to pay half of the initial quote upfront, which amounted to approximately $2,200, with the remaining balance to be paid after delivery.

On the eve of the scheduled delivery, Booth received a call from All Canada Van Lines notifying her that company policy had changed. The firm now required the entire balance to be settled before her belongings could be delivered. Her frustration deepened as the company initially offered 30 days of free storage, but now additional fees were accruing.

After weeks of negotiations, a representative from All Canada Van Lines confirmed via text that her items would be delivered once the invoice was cleared. Despite this written commitment, Booth remains skeptical, especially after two previously scheduled delivery dates had already been missed. “At this point, I don’t trust they will, even if I pay,” she stated.

A representative from All Canada Van Lines, who identified himself as an accounts assistant manager, explained in a phone interview with CTV News that the policy change was implemented to protect the business, citing previous instances where the company had suffered significant financial losses. “We have been cheated thousands of dollars. That’s the reason we make sure to clear the invoice prior to delivery,” he said.

Consumer protection experts have noted that such changes in terms are not uncommon in the moving industry. Geoff White, executive director and general counsel at the Public Interest Advocacy Centre, commented on the lack of regulation in this sector. “I mean, I could just go outside with a pickup truck and say, I am a moving company, and I promise to get your stuff from point A to point B for X amount of dollars,” he noted.

In response to the situation, Booth has filed a complaint with the Better Business Bureau and is prepared to pursue legal action, which may entail a lengthy process. Mike Kolberg, chairman of the Canadian Association of Movers, expressed concern over Booth’s experience, suggesting it appears to be a scam and highlighting the importance of obtaining written commitments from moving companies.

The association urges consumers to hire companies listed in its directory to ensure compliance with its code of conduct and to avoid similar predicaments. As Booth navigates this distressing situation, her focus remains on retrieving her belongings and protecting her personal history.