Two Small Men with Big Hearts

These guys were great, they showed up on time and were very careful with all our furniture, not a scratch of any kind They moved a heavy TV downstairs for us and I couldn't believe how strong they were Would definitely use this company again

Complaint: [redacted] I am rejecting this response because: Your worker was injured, she told me that she had a broken or sprained toe which happened at the job previous to mineShe told me, my partner, her crew as well as your head office or dispatch, I saw her and heard her on the phone with a supervisor of some sortHow can you tell me otherwise?! When she came back the next day she updated us on her condition and said that it was a bad sprain and bruising and said that she had seen a doctor about it that morning but was able to work.Yes, my home filled the truck for a first load and a second was needed, but as I stated earlier - a second trip could have and should have been accomplished in the same day if productive, uninjured and healthy movers were provided; this was not the caseMy house had been liquidated of it's assets and downsized, and we were ready to move to a smaller residence, hence why everything fit into the new placeI can say with certainty that disassembly was done to two beds by the movers and my partner disassembled the other one and then he and I assembled everything in the new residence because the movers were not being productive or working in a timely manner.I find here, and with every response from the company, that they are not interested in taking responsibility for their actions and they not taking this issue seriously or respectfullyThey are victim blaming me, the customer, and repeatedly asking me to defend myself when it is they who should be defending themselves, being accountable, taking responsibility and working with me to find a resolution to this matter - which they have not doneI have presented to the company with what would assist in a resolution and have not heard response in that regardThis company wants to fight and blame a former (and no longer) customer for their wrong doingI do not wish a response from the company if they are going to continue in this mannerThe next response should be a step towards resolution and some form of accountability Sincerely, [redacted]

I had an excellent experience with this company The movers were hard working and also very friendly

Initial Business Response / [redacted] (1000, 15, 2015/02/12) */ Our claims department tried to reach an agreement with [redacted] over the phone in November 2013, after multiple conversations and a settlement offer we were not able to come to an agreement and we issued a claims package sent December 1st The claims package was returned to our office on June 13th 2014, over six months after the document was sentWe would have no issue honoring the claim had the documents been completed properly and returned in a timely mannerThe original documents he signed off on state that all claims must be submitted in writing within days of receiving the claims package Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/02/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The only response for settlement was the day the furniture was delivered .we had no idea what cost were going to be for repairs or replacements of missing bed parts.When we got pricing of repairs and parts they refused payment because they said it was to exspenseive.The coppies of invoices were sent to them.and they still refused payment.The delivery invoice was not signed acceptable.Todate they have not responded to me Final Business Response / [redacted] (4000, 26, 2015/04/01) */ Hi [redacted] , Thanks, our response will be as follows: The customer would have eligible for receiving the standard insurance coverage, sixty cents per pound per items had the information we requested be returned to us in a timely mannerThe customer also had an opportunity to accept the settlement offered over the phone in October of but declined it Final Consumer Response / [redacted] (4200, 28, 2015/04/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) No there has been no formal offerIt was suggested to me not to sign shipping weigh bill [redacted]

We hired this moving company to move my mother from a house to a small seniors apartmentMy experience with this company was easy & fabulous from the time I made contact with the booking agent to the actual moving date The move was scheduled for April @ 8amThe movers Ted & Sheldon showed up on time & both very friendly and organizedThis was a full day move and through the whole process these gentlemen were very courteous and careful with the furniture and the fragile items (not one thing broken)They placed everything in the new place where we asked them to and even reassembled everything for usI would highly recommend this company and to anyone looking for a moving company

Hello Ms*** Thank you for taking the time to reach out to usI spoke to you on the day of the move and offered for us to come back and take care of anything that was left undone in which this was refused by yourselfOur sales agents do their best to give an estimate over the phone by using specific communication with the customer, as mentioned in our e mails and on our site quotes can range up or down based on the following key factors Customer Preparedness: All items packed, boxes sealed Any item that can go in a box should be in a box to ensure that the load fits onto the truck Cluttered items such as lamps, shovels or rakes, lawn mowers etc., take up valuable square footage(It is hard to pack things on top of a lawn mower on the truck) Amount of Furniture: It is hard to think of all of the furniture that is in your home when you are on the phone talking to the moving company Put simply, the more you have, the longer the move will take! Access at piand drop off: How long is the walk from your door to the entrance of the building? How close can we back the truck to that entrance? Are the walks shoveled? How tall/wide are pathways, entrances, stairwells etcetc On the day of the move another crew member was sent to you free of charge to help speed things up to keep from your family enduring extra costs that were unexpected by both the office and yourselfAs well on the date of the move, a remedy was offered to send another crew out to help get things more organized free of charge in which was deniedThe following Monday another remedy was offered in compensation which was also denied If there is anything I can do within my means please give me a call at the office and I would be more than happy to helpThank You

Initial Business Response / [redacted] (1000, 15, 2015/02/12) */ The move for the [redacted] 's was a flat rate price based on one full truckUnfortunately not all his belonging we able to fit into the truck, to try and accommodate the [redacted] 's we rented a [redacted] trailer, loaded it full and delivered itThe delay in delivery was due to our team renting the [redacted] and going back to complete the loadThe crew forgot to charge for the rental of the unit (as this is not our standard practice), or the extra loading and offloading timeThe customer then stated that our crew left a few items behind at his home, and that he would need to go and retrieve themWe compensated the customer $for the miscommunication, as these items would not fit into the truck AND the [redacted] we loaded fullWe agreed to pay out the claim based on damaged items on the pounds which would entitle the customer to $dollars, minus the $he had not paid for the [redacted] rental and costs associated To date we have compensated $to the customer, our offer for the remaining $still stands Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept this very late responseAs stated the bill as presented was paid in fullThey cannot decide to add charges after the factWe notified them items were left and they offered to pay us to go get them,it was not negotiated as a payment against later possible claims! The lack of communication on their part is very unprofessional and frustratingTheir offer of $Is a joke for the amount of damage Final Business Response / [redacted] (4000, 19, 2015/03/02) */ The [redacted] charges should have been on the original bill of ladingThe team forgot to include them in the price upon delivery due to the long day and because it is not in the usual scope of our servicesAt $this was at cost for rental and our labour cost of loading and offloading the trailer in an attempt to go above and beyond the service quoted The customer's goods were delivered on July 3rd, we spoke with the customer on July 4th in an attempt to close any issues with the move in an expedited fashionWe issued the cheque for $on July 4th with the expectation that this was settling all issues brought to our attention of the moveAfter this cheque was accepted the customer informed us of damage, we proceeded to issued him a claims package where we noticed that there was no charges on his paperwork for the additional services we provided himWe notified the customer in the claim breakdown that the [redacted] charge would be applied to the claim, as now we had compensated him already for the $200, but had not received the payment for the [redacted] This service of renting of a [redacted] trailer has only been done twice by us in the last years or just under 10,movesThis is not a service we would provide without a discussion with the clientThe customer was upset items were still left behind, even though clearly in the booking process we went over we would only take one truck, we went above and beyond by renting extra equipment at our costThe customer was then dissatisfied that it did not fit, he argued and asked for compensation for items that he had to bring while acknowledging in an email below that this was not an issue and he simply would have brought the overflow items himself [redacted] We offered an extremely competitive quote, our services was to provide a full truck or less for the price providedAn initial issue was raised that our truck was not large enough, so above scope of services we rented extra equipment at costThen a further complaint was lodged than even after extra equipment was used we still could not fit and we were late at the drop off location (because we rented the additional equipment as discussed) to try to satisfy issues full and final and avoid this going any further we offered $in an expedited manner the day after completion of the moveWe cannot seem to attach the e-mail document here but will e-mail it to the Revdex.com Final Consumer Response / [redacted] (4200, 22, 2015/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is just rehashing the same old issue of quoted cost and payment which is not the issueThe only issue at hand is proper compensation for damages that occurred over and above what is normally expectedAny professional business realizes the offered additional $as well as their idea of $paid is not reasonableThe inwide,1/2indeep gouge on a solid oak table is not fixable for that,not to mention the hutchWe followed the company's rule of photos and notary at further expense to ourselves to submit our claimWe did not mention any other damages that were minor and could reasonably be expectedWe are highly unsatisfied with this company's lack of ownership and untimely response

Initial Business Response / [redacted] (1000, 8, 2014/07/30) */ We have attempted to reach out to this customer, but her home number has since been disconnectedHer call was returned on June 28th and June 30th to her cell phoneAfter not being able to reach her we issued a cheque to her home address we have on fileAlthough we do not include uncrated glass in our insurance claims (as signed off on by the customer before the move started) we did honor the mirrors in this case as we were unable to touch base with the customerThe cheque was mailed on July 2nd Initial Consumer Rebuttal / [redacted] (3000, 10, 2014/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) My home phone was up and working on June 18, what number were they calling? I called them from my home phone on June and again left the number.The cell phone number was for use only on the day of the move,they were aware of those instructions [redacted]

Initial Business Response /* (4000, 16, 2015/02/12) */
*** contacted our sister location in Calgary to get information on moving outside of AlbertaThe sales person prepared a quote for *** which she accepted and paid the deposit to him directlyThe sales person then reserved a spot on
the truck for the ***'s belongings*** cancelled her move and asked for a refundThe document she received before paying the deposit stated there are no refunds on depositsThe deposit was paid to the long distance sales broker, not to our local office, despite this the Edmonton office did offer a credit of 50% of her deposit paid to go towards any local move she may need in the futureThis complaint does not reflect our services from our local officeBelow is an image of what *** received before her booking with the sales person

Hi ***, we are sorry no one reached out to you after your move. Month end can be incredibly busy time, especially with some of our team taking holidays; we work hard to make sure that these type of things are not missed and have followed up with our staff on our processesWe will be
crediting the half an hour back to you in the form of a cheque for the amount of $which includes taxWe have forwarded a copy of the bill to the Revdex.com to verify the amountWe do ask that customers stay on site during the move to complete a walk through with the movers to avoid these type of situations, but understand it was a busy day and wanting to get settled in your new homePlease let us know if you have not received the cheque by August 5th (the holiday may delay mail a bit)

Complaint: ***
I am rejecting this response because:
Your worker was injured, she told me that she had a broken or sprained toe which happened at the job previous to mineShe told me, my partner, her crew as well as your head office or dispatch, I saw her and heard her on the phone with a supervisor of some sortHow can you tell me otherwise?! When she came back the next day she updated us on her condition and said that it was a bad sprain and bruising and said that she had seen a doctor about it that morning but was able to workYes, my home filled the truck for a first load and a second was needed, but as I stated earlier - a second trip could have and should have been accomplished in the same day if productive, uninjured and healthy movers were provided; this was not the caseMy house had been liquidated of it's assets and downsized, and we were ready to move to a smaller residence, hence why everything fit into the new place.
I can say with certainty that disassembly was done to two beds by the movers and my partner disassembled the other one and then he and I assembled everything in the new residence because the movers were not being productive or working in a timely mannerI find here, and with every response from the company, that they are not interested in taking responsibility for their actions and they not taking this issue seriously or respectfullyThey are victim blaming me, the customer, and repeatedly asking me to defend myself when it is they who should be defending themselves, being accountable, taking responsibility and working with me to find a resolution to this matter - which they have not doneI have presented to the company with what would assist in a resolution and have not heard response in that regardThis company wants to fight and blame a former (and no longer) customer for their wrong doing.
I do not wish a response from the company if they are going to continue in this mannerThe next response should be a step towards resolution and some form of accountability
Sincerely,
*** ***

I recently used Two Small Men for an in city move in Edmonton They were on time , courteous , professional , carful and very personable I have many fragile possessions and TSM were extremely careful when packing and moving the items out of and into my new home It is not often a person comes in contact with people who actually care about the job they are hired to do and in this instance , that is exactly what I saw I will recommend TSM to anyone who expects the best !!

We do not send injured workers out on jobs, and there are notes about the employees being ill. The jobs took longer because the customer had a large move, in her booking she requested she would need disassembly, reassembly, and had a bedroom house with washer and dryerThe truck on the first day was also full indicating a large household of items. Please continue to forward the responses to myself as we feel it's important to keep the same contact throughout.Thank you

The $is a charge for hours of labour at $per hourWe have attached the bill of lading for reference showing there were two additional helpers at the move site at a discounted rate of $per hour for a total of hours, equaling $plus tax, the total coming to $The
customer signed off on the amount and the credit slips as providedAs for the second day, these were services requested by the customer, the customer had paid her bill in full for the first dayDue to the size of her move the customer requested services for a second day, had the customer not wanted our company back on the second day we would have not provided the truck and services to the customer ($609.05)As for the damage claim, the insurance information was signed by the customer, and we have proceeded with processing her claim within the transit protection options the customer choseThe customer has initiated a claim through her credit card company and we will reimburse the claim settlement immediately following resolution of the credit card dispute

Two Small Men with Big Hearts were amazingThey made the move stress free - from communicating effectively, showing up on time on the day of the move, and moving all the furniture and boxes with careTheir prices are competitive and comparativeI would highly recommend them

Great workers took excellent care of all our things Great value for the price Arranged everything on short notice with no problems Thanks! 10/would use them again

Initial Business Response /* (1000, 20, 2016/01/28) */
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** As for the items not being placed as requested, I am not sure as to why this would have resulted, we ask the customers to be on site at all times during the move to make sure that all furniture is placed accordinglyIf at anytime the customer was unhappy with the crew, or the amount of time the move was taking we have staff on the phones during all business hours and a dispatch team in place that would have been able to trigger with the crewNo calls were placed to our team during the course of the moveWe are trained to handle these situations while we are onsiteGiven the situation we offered the customer a one-hour reimbursement which he declinedAt no time during the discussion with the customer of the billing issues were damages discussed, nor were they documented on the bill of lading
Initial Consumer Rebuttal /* (3000, 22, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** This move was one location pickup and one location drop off with a distance of travel of approximately blocks*** *** *** *** *** *** *** *** *** *** *** *** *** ***
There was never an issue with furniture placed improperlyThere was an issue of gouged walls in the place I moved out of plus scratched hardwood floors which resulted in my loss of damage depositThe articles that were placed improperly were boxes that were "clearly" marked as to the rooms they were to be placedFor examples, boxes labeled "garage" in the kitchen, "master bedroom" in the garage, etc
I was never informed EVER that I could call the office if I was having problems with the crew*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** *** *** *** ***

The $is a charge for hours of labour at $per hourWe have attached the bill of lading for reference showing there were two additional helpers at the move site at
a discounted rate of $per hour for a total of hours, equaling $plus tax, the total coming to $The customer signed off on the amount and the credit slips as providedAs for the second day, these were services requested by the customer, the customer had paid her bill in full for the first dayDue to the size of her move the customer requested services for a second day, had the customer not wanted our company back on the second day we would have not provided the truck and services to the customer ($609.05)As for the damage claim, the insurance information was signed by the customer, and we have proceeded with processing her claim within the transit protection options the customer choseThe customer has initiated a claim through her credit card company and we will reimburse the claim settlement immediately following resolution of the credit card dispute

I had Two Small Men with Big Hearts help move my daughter's bedroom suite out to her own new location and was very pleased with their friendly, eager and professional manner in wanting to show their care to do a great satisfying job for us I would not hesitate to call them again

We moved a one bedroom apartment into a storage unitThe men were very unfriendly, would not take any direction regarding fragile items and were rude and argumentativeWhen it came time to load the storage locker they insisted on putting furniture on its end which resulting in scratching and sarcastically responded to any suggestions to utilize the space more efficiently We ended up just having them offload the truck and leaving the items outside the storage locker for us to load it ourselvesWe were women and they were condescending and vulgar at times suggesting that we wouldn't have a clue how to pack this anywayI have moved several time and have never had an experience like this with moversI would never recommend this company to anyone