Customer service is great when I am speaking with the head office admin in Vancouver. The rep was very courteous, I filled out a form online letting them know I was paying by credit card and that there were no stairs in my building.
The problem is they are using sub-contractors, and our experience with them was awful. I have moved many, many times and have always had a one bedroom reasonably moved within 2-3 hours.
The movers got lost and added an extra 40 min to the moving time, which we did not want to pay for. They would not take that off the total cost. My one-bedroom apt took 4 hours to move 6 km away.
The movers held onto my furniture and refused to move it from the moving truck and into my place until I was willing to go to the bank and withdraw money to pay them in cash, even though I had told the company I was paying by credit card. They told me they were going to keep the moving time running until I pulled out the money.
The sub-contractors informed me that I did not let them know there was no elevator in the building and would be charging me an extra $100 surcharge.
Long story short, the police had to be called because they were withholding my furniture, and we refused to pay them in cash.
I talked to the service rep the next day who attempted some damage control, but quite frankly the damage had already been done when we had to call the police. Will not be using OO movers again. It was such a bad experience.