Overall, Miracle Movers made our move an extremely disorganized, painful and stressful day—and ultimately failed to fulfill the contract. I would not recommend them to others.
My partner and I hired them to transport our stuff from Montreal to Toronto, store it for 2 months, and then bring them to our new apartment. Their quote was reasonable and we confirmed that we would use their services several weeks before our move.
We were given a 5-day window in which they would arrive. On Wednesday, they emailed to confirm that they would be arriving on Friday in the afternoon, giving us the 48-hours notice promised in the contract. And on Friday morning they called to specify that it would be at 2:30 PM. We had all of our things packed up and ready to be moved out, and spent the afternoon waiting for them to arrive.
2:30PM came and went. Around 3:45 we received another call, explaining that Miracle Movers would be there by 5:30. That would have been fine, but at 4:30 PM, Miracle Movers called again and stated that their 70 foot truck wouldn't make it past some metal barricades near our apartment. We knew of no such barricades and they claimed that these could be seen on google maps. My partner even ran out to try and find these barricades or the truck, but couldn't find it anywhere. We were told that there was a chance that they could get a shuttle for us (at the price of $300 more), to transport our things to the truck, but they wouldn't know for the next hour. So we accepted the extra charge as there wasn’t another option, and waited for an hour until we got a call at 5:25 PM.
This call lasted for 14 minutes, during which we found out that A) our things could not be moved today because all smaller trucks in the city had been rented out (which was surprising considering the move wasn’t happening during a peak moving time), B) they also could not return tonight because they had scheduled other moves for the rest of the day and our time slot had been used up, C) that our things could not be taken until the end of June when their next truck passed through the area, D) that we could try and find a truck ourselves, E) that any place we found a truck from would also have to have space for them to park the 70 foot truck, and F) that Miracle Movers closes at 6:00 PM, so if we didn’t find another truck in the next 20 minutes, we could just email them about it and they’d see it whenever they got in in the morning. They wouldn’t provide a means of contacting them after 6pm to coordinate the move in the morning, meaning we’d be stuck not knowing if the other truck we rented them was ok until they were supposed to use it; it would also mean if the truck wasn’t ok, we’d be stuck with the additional charges from whatever company we rented that truck from. They also wouldn’t refer us to another company that could cover the move if they couldn’t, leaving us to figure everything out ourselves at the last minute, as we had planned to leave Montreal on Saturday.
We called several U-haul locations and couldn’t find a truck before 6pm, and so decided that we needed to look for another company. We couldn’t wait until the morning to find out if Miracle Movers would be picking up our stuff because we were flying out the next day and if we ended up finding a truck and they said it wouldn’t work, we’d be stuck having to try and coordinate the move from abroad. My partner ended up finding another moving company that could do the move and was able to pick up our stuff an hour later, which was great. So we decided to go with them and would email Miracle later that evening to confirm that we couldn’t find another truck for them and would accept them cancelling the contract (since they were closed and wouldn’t see it until the morning).
However, Miracle called back at 6:16. Around 35 minutes later. They said they’d found a truck to help us move at 11AM the next day, which would be after we had left for the airport. So, we told them that we had found another moving company. Upon hearing this, they then tried to claim that this meant that we were ending the contract and they wouldn’t be returning our deposit. After we reminded them that they had cancelled our contract because they wanted us to move 3 weeks later than our contract specified, they seemed to acquiesce to returning our deposit. At the end of the call, they said they were glad that at least everything had worked out and that they hoped there would be no hard feelings, i.e. they hoped we wouldn’t leave a bad review…
Ultimately, their service and preparation was disappointing and lacking. It’s clear that they seemed not to review the route beforehand to ensure that their truck could make it to our apartment, nor did they seem to prepare in case a shuttle would be necessary. And they made little effort to help us as it became increasingly impossible for them to uphold their side of the contract; it was incredibly frustrating how indifferent they seemed to be about bailing on us.
