Kerrie Atkins
2/5
We recently completed a move from Ontario to Germany. I read reviews before reaching out to Orbit and after using them wanted to add some cautionary information so that anyone considering using Orbit can make a more informed decision.
Our first quote was reasonable. When the second quote following a survey was done, the difference was thousands. When I asked for specifics to see what was causing such a huge increase, they had no details. They failed to record any items. Takeaway: Insist on a full quote with a visit and get a detailed list of what is included in the quote.
The move was scheduled over two days. Both my husband and I told our coordinator two days was excessive but they insisted. At the last minute they switched to 6 crew members and a one day move. Six movers in a small house was chaotic and hard to manage. Most of our belongings were wrapped well but the crew kept saying they were running out of packaging. It was at that point they started wrapping in paper and boxes which brings me to damaged items.
Damaged items: A series of 4 oil on canvas art pieces were packed only in paper, horizontally with heavy items stacked on top resulting in damage. When I sent photos of to Orbit with details on the packing, they did not respond. On the day of the move, I noticed blue scuffs to a wall. I informed Orbit that a blue piece of furniture was likely damaged. It was in fact chipped on arrival. I emailed photos to Orbit and they did not respond. This brings me to a piece of custom artwork. We found this piece of art simply shoved into two boxes taped together. No bubble. No tissue, Just boxes and tape. One entire side of the painting is damaged. Orbit discourages you from packing your own items but I deeply regret not packing that myself. I had no idea that they would treat original art worse than a piece of IKEA furniture. My advice: pack the things you care about. It may not be insured but I guarantee you will do a better job than Orbit's movers. I've added photos of the damage to the art, the cabinet and the bed. As for the response from Orbit, it amounts only to directing me to make a claim. No apology. No “we will address this with the crew” just claim it. Just today I was informed that because my husband totaled the art and did not individually itemize the value of the painting is not in fact covered. Wonderful. Suggestion to Orbit, review the insurance survey with a client. Our move was close to $20,000. For that amount, assistance of this type would have been appreciated.
The second part of the move was handled by Orbit's partner ITO. Our move in was scheduled for 8am. When 9am came and went we reached out to ITO without success. When ITO finally answered their phone, they had a myriad of excuses as to why the crew was late and when they would arrive. Basically every hour, it was in an hour and that was only when they picked up the phone which was about 10% of the time we called. In total, the crew was 6 hours late. When they arrived, they didn't know how to open the container. They left and went to Bauhaus to buy tools. An hour later the container was open and the move began now 7 hours late.
Following the move, we engaged in discussions with Orbit over the damaged items and overpayment both for services that were not rendered to our satisfaction and services not rendered period. We were charged for a shuttle when our container was directly outside our house. We were charged for an elevator which the house we live in doesn't have. I sent photos. We were charged for long carry which it wasn't. These should have been nonstarters but it still took 4 days and photos of the location and the truck and the house interior (no elevator) to get those refunded. I was cautioned before using Orbit to question every charge. I should have listened.
Would I use Orbit again, no. If I had to, I would wrap any and all precious items myself and forego the insurance. I would have a more manageable crew. I would examine and question each and every additional charge. If moving to Germany, I would not use ITO. Ever.
