What to do if you have a problem during your move?
- coraliefortin076
- Jul 1
- 6 min read
Updated: Aug 21
A move is often the beginning of a new chapter: the realization of a life project, the move into a custom-built home, or the first step toward well-planned renovations. At Plan Maison Québec, we know that behind every new house, cottage, or garage plan, there's often a move to organize. And like any big change, this process can be fraught with unforeseen events. Here's what to do if a problem arises during a move in Quebec.
What happens if your furniture is damaged, the movers don't show up, or a dispute breaks out on the day of the move? You're not alone, and there are concrete solutions for every situation. In this article, we explore the various common problems that can arise during a move, the remedies available, and best practices for getting through them without losing your peace of mind... or your wallet.
The most common unforeseen events when moving
Even the best-planned moves can go awry. Some of the most common situations include:
Movers arrive late or don't show up at all.
Furniture is damaged or, worse, lost.
Unexpected additional fees are incurred on the day of the move.
A conflict arises between the occupants of the old and new home.
The home isn't ready for occupancy, causing delays or storage fees.
Each of these scenarios can cause considerable stress, especially when the move is part of a larger project such as a construction or renovation. That's why at Plan Maison Québec, we encourage you to always build some wiggle room into your planning, especially if you're moving from a house that needs renovations to a new one.
Your rights as a consumer
The first thing to know in the event of a problem is that you have rights. If you've dealt with a moving company, they have specific obligations under the Quebec Consumer Protection Act. In particular, they are required to provide you with the services you paid for, within the agreed-upon timeframe and under the agreed-upon conditions.
In the event of damage to your property, the mover is presumed liable unless they can prove that the damage was not their fault (e.g., improperly packaged furniture). It is therefore essential to take photos of your furniture before leaving, and to keep the contract, receipts, and all written correspondence.
If a disagreement arises, you can first attempt an amicable resolution with the company. If this fails, you can contact the Office de la protection du consommateur or file a Small Claims claim, without a lawyer, for amounts up to $15,000.
The moving contract: an essential tool
One of the most effective ways to avoid disputes is to sign a clear and detailed contract with your mover. This contract should include:
The company's complete contact information.
The date and time of the move.
A cost estimate and the policy regarding additional fees.
A description of the company's liability in the event of loss or damage.
This document will be your best evidence if a claim becomes necessary. Too often, moves are planned hastily, verbally, without any official documentation.
A well-drafted contract is as important as a good construction plan. It's a safety measure that Plan Maison Québec recommends to anyone embarking on a new life project.
Solutions for material damage
Damaged or broken furniture is one of the most common problems. The law stipulates that the mover is liable for damage to your belongings, unless they can demonstrate that they took all reasonable precautions to avoid it.
It is therefore recommended to:
Immediately report any damage on the delivery slip or receipt.
Take photos as soon as you discover the damage.
Send a formal notice to the company within a reasonable time.
If no agreement is possible, it is possible to claim financial compensation, depending on the value of the item and the extent of the damage. A receipt or proof of purchase will make it easier to estimate the value of your belongings.
In all cases, documentation is key: photos, videos, emails, everything counts. And just as you insure a house, you can insure your move. Additional insurance coverage is sometimes offered by companies or can be added to your own home insurance policy.
When the mover doesn't show up
A mover who doesn't show up, or cancels at the last minute, can jeopardize your entire move, especially if you've already handed over the keys to your old house. If this happens, there are several options available.
First, try to contact the company quickly to understand the situation. If they are in default, you can:
Demand an immediate refund if you've already paid a deposit.
Request compensation for expenses incurred (truck rental, temporary accommodations, penalties from the new landlord or owner).
Report the company to the Office de la protection du consommateur (Consumer Protection Office).
This type of inconvenience is particularly frustrating when the move involves taking possession of a carefully built new home, as is often the case with Plan Maison Québec clients. For this reason, we always recommend working with well-established movers and verifying the company's reviews and reputation before signing the contract.
Precautions to take before the big day
Several simple steps can help you prevent problems before they even arise. Make sure to:
Confirm the details of the move a few days before the scheduled date.
Prepare an inventory of your belongings, with photos, for reference in case of damage.
Label your boxes clearly, with notes such as "fragile" or "top/bottom."
Clear access points to your home to facilitate the movers' work.
These precautions are especially relevant when moving into a new construction or a building renovated by Plan Maison Québec. The risk of damage to a new finish is real if walkways or floors are not properly protected. We suggest installing temporary protection in sensitive areas (stairs, wooden floors, door frames) before the movers arrive.
Physical and mental health during the move
Moving can also have an impact on physical and mental health. Fatigue, stress, lack of sleep, and unexpected events can quickly create a tense atmosphere, especially when there are children, the elderly, or pets.
Preparing snacks, water, comfortable clothes, and planning breaks can make all the difference. If you feel overwhelmed, don't hesitate to ask for help: friends, family, or even a professional move management service.
At Plan Maison Québec, we believe that moving shouldn't be an obstacle, but rather a natural step in a well-thought-out construction or renovation project. By staying focused on your goal—a home that truly meets your needs—it's easier to navigate temporary challenges.
In the event of a dispute: your options
If, despite everything, a dispute arises, you have several options. In addition to amicable settlements and contacting the Office of Consumer Protection, you can consider:
Recourse to Small Claims Court, which is available without a lawyer.
Mediation, if the company agrees to participate.
Filing a public complaint if the company is a member of a professional association.
Several Plan Maison Québec clients have told us they found comfort in relying on a concrete life project, such as building their new home, to overcome a bad moving experience. The dispute is eventually resolved, but your new home lasts for years.
Conclusion: Problems when moving to Quebec
Moving can be demanding, especially when combined with construction or renovation. But with preparation, vigilance, and reliable resources, problems can be managed effectively. The key is to document each step, know your rights, and never hesitate to ask for help or exercise your rights. Now you know what to do if a problem arises during a move.
At Plan Maison Québec, we understand that moving isn't just a simple matter of transporting items, but a pivotal moment in a residential project. That's why we support you from the very first stages of designing your house, cottage, or garage, ensuring that your project is carried out under the best possible conditions, from the first sketch to the handover of the keys.
Do you have an upcoming construction or renovation project?
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