Two Small Men with Big Hearts

Hello Ms. [redacted] Thank you for taking the time to reach out to us. I 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 yourself. Our 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 3 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 pick-up and 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 etc. etc 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 yourself. As 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 denied. The 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 help. Thank You

We just completed a large move within the same city with Two Small Men with Big Hearts. They called to say they were on there way and arrived within the time frame outlined by the office when we set up the move. They were professional, polite and extremely respectful of our home and our belongings. They worked hard and although there was lots of heavy lifting and the drop off of the furniture included three different sites, they quickly embraced every request made of them. We would definitely call them again for a move. They made the day a stress free day.

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 mine. She 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 sort. How 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 case. My 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 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 respectfully. They 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 done. I have presented to the company with what would assist in a resolution and have not heard response in that regard. This 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 manner. The next response should be a step towards resolution and some form of accountability.
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2014/07/30) */
We have attempted to reach out to this customer, but her home number has since been disconnected. Her call was returned on June 28th and June 30th to her cell phone. After not being able to reach her we issued a cheque to her home address...

we have on file. Although 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 customer. The cheque was mailed on July 2nd 2014.
Initial Consumer Rebuttal /* (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 30 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]

Good Morning, I have attached the invoice/contract that we had with Two Small Men. All of our furniture and belongings were taken apart (ie: the two bed frames), and everything was labelled and boxed. We had purchased a lot of things brand new that were unopened, in the boxes. We didn't expect the Movers to dismantle or build for us, but in our walk through at the old house we did show them how everything was labelled and at NO point in time did they tell us "oh that doesn't matter, we are going to put it wherever we want".  At the new house, when they were unloading, the 3rd guy asked us where we wanted every single box despite the fact every thing was labelled. [redacted] It would have been better had they piled everything outside, then we could have put it where we expected it to go. I have video of the basement. Things were piled higher than I am tall (I am 5 6"). I do not understand, and would actually like to understand, how that is ok? How does it make sense to put master bedroom boxes in the basement? A lawn mower in the master bedroom. [redacted] An absolute complete waste of time and money. Had we done things ourselves, it would have been properly. [redacted]

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

Great experience! Very hardworking guys. Would highly recommend.

We hired this moving company to move my mother from a house to a small seniors apartment. My 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 19 @ 8am. The movers Ted & Sheldon showed up on time & both very friendly and organized. This 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 us. I would highly recommend this company and to anyone looking for a moving company.

Awesome company!!
Moving can be stressful, it's not with these folks.
Amy and Barb are lovely ladies to deal with, Tristan and Dan were amazing!
Moved all my furniture and belongings quickly, safely and carefully.
Highly recommend!!

Hi [redacted], 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 processes. We will be crediting the half an hour back to you in the form of a cheque for the amount of $67.73 which includes tax. We have forwarded a copy of the bill to the Revdex.com to verify the amount. We 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 home. Please let us know if you have not received the cheque by August 5th (the holiday may delay mail a bit).

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.

Initial Business Response /* (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...

2013. The claims package was returned to our office on June 13th 2014, over six months after the document was sent. We would have no issue honoring the claim had the documents been completed properly and returned in a timely manner. The original documents he signed off on state that all claims must be submitted in writing within 60 days of receiving the claims package.
Initial Consumer Rebuttal /* (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 /* (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 manner. The customer also had an opportunity to accept the settlement offered over the phone in October of 2013 but declined it.

Final Consumer Response /* (4200, 28, 2015/04/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No there has been no formal offer. It was suggested to me not to sign shipping weigh bill. [redacted]

Initial Business Response /* (1000, 15, 2015/02/12) */
The move for the [redacted]'s was a flat rate price based on one full truck. Unfortunately 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 it. The delay in delivery was due to our team renting the [redacted] and going back to complete the load. The crew forgot to charge for the rental of the unit (as this is not our standard practice), or the extra loading and offloading time. The customer then stated that our crew left a few items behind at his home, and that he would need to go and retrieve them. We compensated the customer $200 for the miscommunication, as these items would not fit into the truck AND the [redacted] we loaded full. We agreed to pay out the claim based on damaged items on the 580 pounds which would entitle the customer to $348 dollars, minus the $200 he had not paid for the [redacted] rental and costs associated.
To date we have compensated $200 to the customer, our offer for the remaining $148 still stands.
Initial Consumer Rebuttal /* (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 response. As stated the bill as presented was paid in full. They cannot decide to add charges after the fact. We 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 frustrating. Their offer of $148. Is a joke for the amount of damage.
Final Business Response /* (4000, 19, 2015/03/02) */
The [redacted] charges should have been on the original bill of lading. The 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 services. At $200 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 fashion. We issued the cheque for $200 on July 4th with the expectation that this was settling all issues brought to our attention of the move. After 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 him. We 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 4 years or just under 10,000 moves. This is not a service we would provide without a discussion with the client. The 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 cost. The 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 provided. An initial issue was raised that our truck was not large enough, so above scope of services we rented extra equipment at cost. Then 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 $200 in an expedited manner the day after completion of the move. We cannot seem to attach the e-mail document here but will e-mail it to the Revdex.com.

Final Consumer Response /* (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 issue. The only issue at hand is proper compensation for damages that occurred over and above what is normally expected. Any professional business realizes the offered additional $150. as well as their idea of $200. paid is not reasonable. The 1 in. wide,1/2in. deep gouge on a solid oak table is not fixable for that,not to mention the hutch. We followed the company's rule of photos and notary at further expense to ourselves to submit our claim. We did not mention any other damages that were minor and could reasonably be expected. We are highly unsatisfied with this company's lack of ownership and untimely response.