Complaints

This profile includes complaints for Two Small Men with Big Hearts's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Two Small Men with Big Hearts

  14630 128 Avenue Northwest Edmonton, AB T5L 3H7

  
• 

  Two Small Men with Big Hearts

  12 Bunn Crescent Red Deer, AB T4R 1L1

  
• 

  Two Small Men with Big Hearts

  Unit AD 610 70 Ave SE Calgary, AB T2H 2J6

  
• 

  Two Small Men with Big Hearts

  7006 90 St Grande Prairie, AB T8X 1C0

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:24/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the **** April *0*5 I paid Two Small Men with Big hearts $****** to move my furniture within *********. They have caused significant damage to my belongings through negligence and mistakes on their behalf which were as a result of breech of agreed upon terms set in advance of the move. They have acknowledged on multiple occasions the damages were due to being unprepared and that their normal processes were not followed (in attached emails). I believe that Two Small Men with Big Hearts should be liable for all damages that occurred due to negligence on their behalf (~$****), but at the minimum I am seeking a refund of services due to the below:1. ****** of contract through lack of moving blankets provided by Two Small Men with Big Hearts. It is stated on their website that 'Theyll also come equipped with high-quality moving blankets', a fact which was further confirmed by * people at the company on the morning of the move. I was not informed until after payment that they didn't have sufficient blankets for the move. *. Negligent furniture moving techniques (examples included resting my couch on its wooden arm and pivoting along it along concrete, dragging my wooden TV stand along its side which has caused scratch damage, dragging mattress across dirty surfaces and not taking care to keep it in the bag I paid the company to use, loss of leg from one piece of furniture which they made no attempt to reimburse me for). Multiple items were damaged in the same way, showing no care for deliberate damages.Despite recognizing my review as legitimate, Two Small Men with Big Hearts have offered $***, but only on the contingency that I remove my legitimate review. I believe offering a monetary incentive to falsify a *** review would constitute a bribe to act be in violation of Section 5* of the Canadian Competition Act. Two Small Men with Big Hearts have acknowledged that the current review in question reflects genuine experience

  Customer Answer

  Date: 02/05/2025

  Refund received from company - case can be closed, happy for review to remain if relevant. 

• Initial Complaint

  Date:04/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Issues with level of competency during a move.

  

  Business Response

  Date: 04/11/2024

  Thank you for bringing your concerns to our attention. We understand the importance of addressing your complaint promptly and would like to clarify our efforts to connect with you.Our records indicate that our ************* team reached out to you on multiple occasions to discuss a resolution. However, we did not receive a response,despite confirming that we had the correct contact information. Our ************* team is committed to resolving this matter as quickly as possible and would appreciate your assistance in moving forward. At your earliest convenience,please contact the ************* representative working with you directly, alternatively,you can contact a team member at ********************************************* so they can address any outstanding issues and finalize the resolution process.

  Thank you for your attention to this matter, we look forward to hearing from you soon.

  Customer Answer

  Date: 06/11/2024

  Just to clarify - I got one response from the company acknowledging my issue.  No one has called or emailed since and then suddenly right after I complained to BBB I got a phone call.

  They did not try to reach me at all.  If they had I would not have complained to BBB.

• Initial Complaint

  Date:12/09/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August **** this company was hired to move our belongings to new location. We purchased extra insurance because one of the guys in the crew seemed be under influence.When it got to TV crew denied to use the TV box and as a result the TV was delivered damaged and not usable. The original cost of TV is $****.Crew left two truck loads of items behind where we had to pay extra to another moving company. This should never happen again

  Customer Answer

  Date: 13/09/2024

  The broken TV for $****

  the broken chair $***

  two truck load of stuff left behind for $*** each

  

  Business Response

  Date: 16/09/2024

  We are so sorry to hear there were concern with your move experience. We understand how frustrating customer agreements can be, it is important to remember documentation is the binding contract and customers proceeding with the service is their acknowledgement and confirmation of having understood the terms and conditions within. We recommend reviewing all documentation shared to familiarize yourself with the agreement parameters and level of coverage selected when you moved with us.
  We also see our team is working with you to resolve and address concerns as outlined. Please be advised TV.s without physical damage are exempt from compensation and we see in this circumstance we are going over and beyond and in good faith, providing you compensation at the maximum allowance. We understand that this outcome may be disappointing to you, and you may have certain expectations. We, however, will remain committed to working within the contractual agreement.
  With respect to items being left behind, we do see a note on file that many items were not packed and ready to go. We also see on file our crews were instructed to only take the bigger items and not to worry about the loose items or the items that were not packed and ready.
  Our team remains committed to working with you within the contractual agreement. Please contact our ************* team to move forward.

• Initial Complaint

  Date:03/09/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When: Friday, August **, 2024 Time: 1****am MT - ****pm MT Description of events:When movers arrived to my place of residence at ****************************************************, I was instructed that the move would be completed in less than * hours by the driver, *****. I mentioned to them that I had some belongings in the basement that they could look through and have after the move was completed. Halfway through - the workers dismantled all the boxes with the belongings, dispersing items all over the basement that were originally packed neatly away (see photos as evidence). Movers spent *** hrs looking through items, while the driver, *****, loaded items into the struck solo. On one occasion I watched ******, helper, run into the basement to take more personal items. After truck was loaded, driver mentioned they would stop at ************. This added more time on top of the already *** personal time. Items were explicitly labeled and discussed re. if the items were to go in the condo or the storage locker. Many items were brought to the wrong destination and am currently missing a Peloton screen for my peloton bike. I packed the storage locker and have checked the condo and it is misplaced. I have brought this to the attention of *******, the manager, who swore they do not have it - although she had not checked. One of the workers also ****** a leg post to my bed home with him. ******* told me that sometimes the workers bring home items that do not belong to them. She told me it was in his pocket. Attached a photo of the item, that could not fit in a pocket.Move finished at ****pm exceeding the * hours. I was now late to pick up my kids from daycare. Was charged over $****. I told them it was unacceptable. ***** said their service was at **%/. Brought it to $****. Doesn't make up for the time spent making a mess of the basement which I need to now clean and their personal time. No resolution to missing screen. ******* offered to move items at their convenience.

  Customer Answer

  Date: 04/09/2024

   The desired resolution is listed as billing adjustment, could you please describe in further detail what resolution you are looking for?

  Looking to be compensated/billing adjusted for the price of a new replacement Peloton screen as it is missing and has been confirmed that the workers did pack it. Looking for billing to be accurately adjusted for time spent going through personal belongings during booked working hours. Looking for billing to be accurately adjusted for gas station stop when workers spent an additional ** min during time that was to be spent driving to storage locker. Government of Alberta labour laws were not followed re. shifts less that * hours do not get a break, shifts after * hours of work then get a ** min unpaid. The workers were at my place of residence for *** hours when they took *** hours of personal time to look through my belongings. 

  Looking to be compensated as job was not completed and incorrect items were brought to my storage locker - I had to make personal trips in my car with heavy and large items.

  Looking for resolution to the above-mentioned. 

  

  Business Response

  Date: 13/09/2024

  We are sorry to hear of your concerns and see that you are currently working with our ************* team to settle the outstanding balance and work toward resolution regarding your concerns. With respect to your concerns around your quote, please be advised as per the customer agreement. We only provide estimates, as there are many factors that can affect the time it takes to move which can ultimately affect the final price.  We also understand that your estimation was at *** moving hours plus* travel. Bringing your total estimate to * hours. Your actual hours for the move which include your travel time was **** hours.  We also noticed that the account is in non-payment status. It is important to remember that payment is due immediately upon services rendered and non-payment is a breach of contract, information regarding can be found in the customer agreement.  
  We are sincerely sorry for the oversights and concerns you encountered on move day; we can assure you with over ** years in the business this is not typical, and our teams are working diligently with you to resolve, we also see compensation has been offered. 

  Customer Answer

  Date: 13/09/2024

   
  Complaint: ********
  
  I am rejecting this response because: this is not the same message that was provided to me via email communication. There is now a discrepancy in invoices. I have two different ones provided with compensation amounts. Please rectify. I was also suggested to report to the police against *** and my missing item.  
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 17/09/2024

  We certainly respect your position and understand that you may have specific expectations. We of course remain committed to assisting within the contractual parameters.  We see on file our ************* team has been working diligently with you to resolve the concerns and issues as described. It is important to remember that payment is due immediately upon services rendered and non-payment is a breach of contract, information regarding can be found in the customer agreement.  We are sincerely sorry for the oversights and concerns you encountered on move day; we can assure you with over ** years in the business this is not typical, and our teams are working diligently with you to resolve, we also see compensation has been offered and will be deducted from the outstanding balance. 

• Initial Complaint

  Date:23/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They were employed by myself to move my belongings from one residence to another. They knew about my ** inch TV thats why they said that I had to buy a TV box because they did not have the original packaging. My friend and witness *********************** and I were watching TV right until the moving truck showed up. We then met with him. I showed him what had to go, which was pretty much everything that was there dad and then we vacated the residence and let them work.We made it to new residence. Everything was unloaded. The TV was put where it was supposed to be on the table looked at it, not cracked at all, but when I plugged it in and illuminated the crack in the screen.They took my complaint and filed the grievance, etc. with them and they decided, as a TV experts (not) that they would call my damage internal damage and not done externally by their two men.

  

  Business Response

  Date: 29/08/2024

  Thank you for your patience as we reviewed and investigated further.

  Please be advised. If there is no apparent physical cracks on your screen, that can be seen or felt when the TV is off, it is considered internal damage. Allow me to explain.
  Research indicates, vertical lines or spider lines on a TV without any apparent physical damage is likely the culprit of one of the following.  Ribbon wiring has become faulty; it is important to remember this can occur over time as they do wear, however, in some cases, dust, dirt or debris built-up over time can also cause failure.  If it is not this, then it is likely the T-con board if the TV model has one, otherwise, it is a problem with the main board.  All of these are internal component issues and is a more common occurrence then one would know or expect.

  We do appreciate the frustration that comes with contractual agreements and empathize with the situation, in this circumstance however, as previously outlined in the customer agreement. Electronic Equipment, TVs & Computers: Two Small Men with Big Hearts is not responsible for any damages that may occur to the inner workings of Electronic Equipment and Computers while moving them.
  As per the information provided to us there is no physical damage to the TV.  We also see that a box was used for its safe transport. As such compensation for the TV. would not be applicable.  

  Best regards

  Customer Answer

  Date: 29/08/2024

   
  Complaint: ********
  
  I am rejecting this response because the movers can crack the screen when handling the tv very easily if hand placement is not on top and bottom of the screen.
  

  When they lowering the TV into the box or when they pick it out, their hands cannot be on top/bottom, they then grab the tv by the side-rails, (beside the screen) which is exactly where mine was broken, their hands are clamping the side of the screen-many stores have told me this. Due to this, no there would not be any external markings, indicating it was damaged other than wrong hand placement and they squeezed the screen until it cracked.
  

   

  Its very easy to do, many stores & manufacturers warn against it. Thats why they have specific instructions on how to take the TV out of the box! 
  

  Case and point; I just bought a brand new ******* and they have manufactured a new style of box that comes completely apart, so that the tv is not picked up or lowered. 2SmallMensBox 70 was nothing like this, and there was no styrofoam. 
  

  Video shows how the box is pulled away, giving the end-user the opportunity to place their hands in the proper position/location. 
  ************************************************;

  The step-by-step instructions show you how to pull apart the box and pull it away from the up-right standing secured tv. This is 100% because of cracked screens due to improper hand-placement on the side-rails beside the screen.

  See ******* video minute 0*********************************************** 

  ********** reply is they would do that, they (their movers) wouldnt grab the tv in the wrong spot. Well sorry that is not sufficient, I say this because of the blow paragraph they must have. 

  My TV worked just fine as the ********* * ton rolled into my driveway(I have a witness ***************** *****************). I left my home, they moved, I came back to new residence and my TV screen was cracked. 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/11/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Moving & Payment Date: Tuesday August 15, 2023
  Cost Estimate: $1000-$1300
  Time Estimate 5-7 hours
  Final Time recorded 8.75 hours
  Final Cost: $2234 (Plus $150 cash)
  Insulting Compensation offers: $468.06 (For negligence, poor performance, and broken items)
  Money sent to me: $0
  
  Dispute: I signed an agreement to pay the service in full at the end of the move. The movers were terrible, their performance was poor, they wasted time, were negligent, and broke items. When it came time to pay, they shoved the payment machine at me without letting me read through the bill.
  
  When I expressed concerns, I was told to contact the claims department. I felt obligated to pay as I had signed the agreement, and I was surrounded by my roommate, mom, and the three moving guys. I feel like I was taken advantage of as I was a single female moving.
  
  I contacted the claim department and provided all the details and pictures. They made an offer, and then proceeded to ignore me.
  
  Items Broken: Antique glass table, cabinet, bed frame/missing bed wheel, wardrobe, massage table, 5 moving bags (48 pictures were sent to the company)
  
  Business Committed to provide & Failed to do: Two Small Men with Big Hearts Moving is the national household name with over 40 years of experience. Our moving services and friendly staff are available seven days a week to assist you with every step of your move. We boast the biggest hearts in the business, and the best-in-industry safety standards. Our friendly, professional team understands that when we’re moving furniture and boxes, we’re moving memories and the items that make your new house feel like home — so we take special care with every move. Moving can be stressful, but it doesn’t have to be. After moving our customers for more than 40 years, we’ve learned that the best moves are the ones with no surprises, so our process is clear from start to finish.

  

  Business Response

  Date: 14/11/2023

  Hello ****,

  We acknowledge this does not fully yield the
  results you desire and empathize with the frustration of contractual agreements. We are not an insurance industry.  It is why we highly recommend customer take
  out additional coverage beyond what a moving company offers, as they likely
  offer riders that are far more comprehensive.  Respectfully, we have addressed
  the highlighted concerns,  and we are
  providing you compensation based on the coverage option chosen. We have
  apologized for the shortcomings not meeting your expectations and we have
  provided compensation to you for the overage on your estimate. Respectfully and without
  prejudice if you are not amicable to the solution offered then we have reached
  an impasse, as nothing further can be negotiated.  We are sorry to find ourselves in this
  situation. Should you choose to accept the compensation amount at $468.06
  please reach out to us.

  
  Respectfully,
  Kind regards.

  Customer Answer

  Date: 15/11/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20860958, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:16/09/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 8th, 2022 I booked Two Small Men with Big Hearts to complete my pack/move from Fort McMurray Alberta to Summerside PEI. The total was around $29,000+Tax for the trip, with the packing date being August 12&13. The estimated delivery time was 14-28 days, with the coordinator Ian assuring me my belongings would arrive the first week of September. I was just told my belongings won't be here until September 17th and October 5th. Well beyond the assured time.
  
  12th- The first crew of packers arrived and worked through the day. The second crew that was supposed to be there at 1:00 pm, arrived around 5-6pm (or later) that night. An older man with the second crew stood around smoking in my home, barely doing any work. I had left several items/boxes labeled not to be taken. While I was out the packers loaded them. When I asked to get them back I was told they were at the front of the truck and they wouldn't be able to access them.
  
  13th- The first crew arrived just after 8am and started working, the second crew arrived around 9-930am. The older male appeared to be hung over or withdrawing. Both crews were told my dog was in the basement, the older man went downstairs and let my dog out, which ran off and was almost hit by a city bus. After everything was packed and loaded, I walked through the house and pointed out things that still needed to go. I asked the older man to load some stuff from the garage, which he left to do. I found out later it was all just left there, with other items from the house. I had a computer desk, PC, chair, and several other boxes left at the residence that were supposed to be placed on the truck. While signing the papers the younger man told me he would have it loaded while I signed stuff on the documents.
  
  After the packers left, I noticed several new scratches on the wood floors, dents/scuffs on the walls, and other random damage. It was easy to support as I had the entire house painted a few weeks earlier.

  

  Business Response

  Date: 21/09/2022

  We are sorry to hear your
  expectations were not met. Please reach out to our After Service Team at [email protected]