Two Small Men With Big Hearts Moving Company Reviews (12)
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Two Small Men With Big Hearts Moving Company Rating
Address: 645 Newbold St Unit D, London, Ontario, Canada, N6E 2T8
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We used Two Small Men with Big Hearts this week for our move. It was the hottest day, so far, this year! ***, *** and *** were amazing!! They arrived on time with a smile and ready to work. They made moving boxes and furniture look easy. They treated our belongings with care and respect and put all the items exactly where they were labelled to go. They were polite and friendly the whole day. My husband said it was the best money we ever spent! I highly recommend Two Small Men with Big Hearts. From booking with Mary, right through to the end of move day, we had prompt, friendly and professional service.
and *** were amazing, very efficient, quick and careful an amazing feat from the last company we used. So 10 thumbs up to this place and their drivers. *** one or the only admin was even awesome in conversing with her about the move. My worries dissolved to nothing thanks to her.
Based upon Two Small Menbeing a Revdex.com accredited company I contacted them from Florida to arrange the move of a family member between cities in OntarioI was completely satisfied with their service from start to finishThe office staff was efficient and thorough in developing an estimate and the two movers provided were fast, efficient and extremely helpful in helping me place the furniture The movers were also nice and personable guys which helped to make a very stressful situation seem more pleasant
Sent 2 unqualified, frequently distracted young me to move us so the move took much longer than it should have resulting in us being overcharged
Invoice #*** Move Monday, July 23, 2018
From *** to *** in London
We hired this company to move the equivalent of a one bedroom apartment - one bed, 2 loveseats, 1 coffee table, approx 6 end tables, 3 flatscreen TVs, some plants, wheelchair, walker, maybe 50-60 boxes.
NO appliances, NO table/chairs, NO couches, NO dressers.
They sent two young men who were clearly inexperienced and unsure how to approach the loading of the elevator/truck. They took partial loads down on the elevator, as well as spent alot of time on their cell phones texting/chatting.
There was a problem with an "emergency move" in Hamilton that the company was short-staffed for. They were expecting these two guys to head to Hamilton just after lunch to help once they finished our small move.
But apparently the moving company also felt these guys were taking too long because they sent two more experienced movers to help move things along. The more experienced movers were there for 1/2 hour and were very vocal about their own frustrations with the inexperience and lack of skills our two movers had.
It took them over 3 hours to pack the truck!!!
And yet, when they got to the other end to unload, now that they were under alot of pressure to complete the move so they could head to Hamilton - they unpacked the truck in half the time!
Both buildings had elevators. There was NO factor that was different OTHER than the fact that now they were pressed for time and needed to attend to the emergency in Hamilton.
This is not acceptable.
I am from a military family. We moved alot growing up. I have been married for 25 years and have moved 15 times since I got married.
I know how moves are handled effectively. I am well experienced at how long it will take to move things - which things are harded to transport, etc. The two young men were out of their league. They should have had an experienced mover with them to organize and direct. That's how every it's been handled on every other move I have done.
To add insult to injury.....while we were waiting for the truck to arrive at our new place, we received a call asking if we would mind if they put our stuff in storage until the end of the day so they could head to Hamilton for their emergency??!!! What kind of business would even propose such a suggestion?
They had already taken double the time they should have. I had booked an elevator on service. I refused. I told them how frustrated I was with the move so far and I was given some stupid answer about how "elevators take time". Actually elevators speed up the process because you can pack them full and take less trips up and down! I was also told that they had sent two extra guys for half an hour. Yes, but that wasn't for my benefit-it was for theirs. It was because they were behind schedule as it pertained to the emergency in Hamilton. And that was because.....they were trying to recoup time lost because they sent two inexperienced movers to my move who had put them grossly behind schedule.
Them sending the two experienced movers to hurry things along was their acknowledgement that the movers they sent to my move were wasting time and taking too long. Why should I have to pay for that???
We want refund of 1.75 hours @ $105/hr plus applicable taxes. When they were pressed for time to get to their "emergency move" in Hamilton, they were able to completely unload our stuff in 1.75 hours even though the elevator at the new place was smaller than the one at the old place we were moving out of. It is our understanding that the move in was more time efficient because they sent a more experienced mover to direct things. We contend that had the 2 movers moving us out been more experienced they would have been more time efficient. They would not have wasted so much time chatting and texting on their cell phones. They would have taken full loads vs partial loads on the elevator. Had there not been so many distractions over trying to strategize how to handle the "emergency move" in Hamilton, they could have put their full focus on our move and got it done in shorter time. It should have taken the same amount of time to move us in as it did to move us out. At 1.75 hrs per move, the total should have been 3.5 NOT 5.25 (a difference of 1.75 hours - which is what we want refunded)
These movers are experienced and was our first complaint about them. The time to load a truck is ALWAYS longer then the time to unload a truck if the circumstances are similar, as it was in this case with both locations having an elevator. Anyone in the moving industry will tell you this because it always takes longer to put the puzzle together in the back of a truck and secure the customer belongings so as to avoid any damage then it does to dismantle the puzzle, this is on top of the time it takes to properly prepare customer furniture for transit by wrapping the items in moving blankets (much more time consuming then unwrapping the items once delivered). Anyone with more then 15 moves experience knows this and appreciates it, had the customer allowed us adequate time to respond, we could have informed them of their misunderstanding.As for the "emergency situation." We often work with willing customers that allow us some leeway if an emergency arises such as the one brought up during this move. An offer was going to be made to compensate this customer (had they been able to accommodate our request) but it was shot down so quickly and adamantly that the owner was not given a chance to react. This emergency situation in fact saved this customer time and money as we did provide additional help at no added cost. We make it very clear to customers that we bill an hourly rate and how it works. The above items listed are missing more then a few items we moved for this customer, same as the photos they have posted showing their "full load." The owner of the company was present shortly before the picture was taken and there was a few more elevator loads still in the lobby of the apartment plus a few more loads in the apartment that are not shown in the pictures on the truck or listed in the above claim. The fact that the customer tipped the crew on the debit/credit terminal used for payment at the end of the day implies that the crew did their job well as why would anyone offer a gratuity to those they felt "were wasting time and taking too long?" Berating employees who work VERY hard every day during the long hot summer is an unacceptable in today's day and age. The company and the employees involved are very sad about how this customer has handled this situation, by lashing out at the company online via social media within 24 hrs of not receiving a response to their email during the busiest time of year in our industry, then following up with a quick Revdex.com complaint. We do apologize for the delay in our response but we have multiple moves taking place each day in multiple cities, not to mention family to attend to that at times during the summer we can go days without seeing. The owner cannot just drop everything each time someone emails them or wants to speak to them, time must be taken to reflect on each situation, get feedback and meet with crew members and assess the best course of action to move forward. Patience is a virtue not often seen nowadays.Luckily for this customer, the owner knows a thing or two about virtues and is willing to offer this customer back 1 hour of time, including HST, even though we did our job very well. We want to quell their "issue" of difference between load and unload times with this 1 hour offering. Even more virtuous are the hard working MEN (I say MEN due to the absolute disrespect shown to them on social media, they are 25 and 37 years old respectively) who are also adamantly returning their gratuity. To make disparaging remarks online after showing them they were appreciated with a tip left them nauseous at the thought of keeping it. These truly are Two Small Men With Big Hearts. We hope that our explanation of and resolution to this situation give all involved some closure.The total settlement will be $162.09.
(The consumer indicated he/she ACCEPTED the response from the business.)Despite the inaccuracies in their response, we accept their monetary settlement offer, if, for no other reason, than to be finished dealing with this substandard company once and for all.
Based upon Two Small Men... being a Revdex.com accredited company I contacted them from Florida to arrange the move of a family member between cities in Ontario. I was completely satisfied with their service from start to finish. The office staff was efficient and thorough in developing an estimate and the two movers provided were fast, efficient and extremely helpful in helping me place the furniture. The movers were also nice and personable guys which helped to make a very stressful situation seem more pleasant.
Leading up to our move day I had great customer service from Dan including a check in a few days before hand to make sure nothing had changed. I went over everything we were moving and I was assured it would fit into their 26ft truck. Well it did not. Luckily we have a pickup truck and we made a few trips on our own. Upon arriving at the new house they opened up the trucks and items fell out onto the ground. The one mover shrugged and said "I knew that was going to happen". No apology, nothing. We moved at th me of November into a new build with no driveway or grass so it was muddy. They did not put runners or mats down in the house or remove their shoes. They brought one item in that was clearly damaged and said nothing. Then one mover informed me that an item "fell apart in my hands". When we brought up the other token item, again no apology. They just didn't care. After inspection SEVERAL of our items have scratches and dents in them. Two small guys with big hearts..I don't think so. I saw no compassion or care. After placing a damage claim and a complaint into the company I had to follow up with them after the timeframe elapsed in which I was told I would hear back. Dealing with Dan on the phone he apologized for my experience and said these were the most highly spoken of movers they had, so they must have had an off day. Then informed me that particle board furniture isn't covered for damage claims because it's not supposed to be moved and it should been taken apart before moving (I was never told this beforehand). Dealing with Dan was not unpleasant but he sounded worn out so I wonder if this was a one off experience as he said.