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Business Profile

Moving Companies

Two Small Men with Big Hearts Moving
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BBB Accredited BusinessNRRated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:12/04/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    March 16th Billing charged $1634.83 - movers were hired to move from one property in Blackfalds to another. The quote was insufficient for the time, as is usually the case with movers. However, my items were treated completely carelessly and resulted in a lot of damages. The damaged my daughters crib, and tried to pass it off as prior damage (we took it apart that morning and there was zero damage), the scratched and took the finish off her cube storage shelf. Dinged and damaged my bedroom furniture, ripped a hole in my couch because of improper hauling. The most damage was of my old property, they scratched and wrecked the finish on the basement flooring, ripped stair nosing off, and caused a lot of damage to the basement door. The left for lunch and came back reeking of pot which slowed the unloading process way down - adding to my bill. The company passed this off as risk of business and claims there's nothing more they can do. The refunded $108 for the crib, shelf and couch, and $125 for the entirety basement damage. This refund does NOT even come close to the cost of fixing, or replacing the furniture. Due to straight carelessness. They didn't even wrap my daughters crib. Accidents happen, yes, but this was pure carelessness and lack of responsibility. And then at billing the machine would let me get by without entering a tip...

    Business Response

    Date: 13/04/2023

    Hello ********,

    We respect your position and empathize with the frustration that comes with contractual agreements. We do our best to ensure our language regarding contractual parameters are as straight forward and comprehendible as possible. It is why we reiterate the information multiple times through our documentation. Proceeding with the booking of your move with us is your acknowledgement, understanding and acceptance of the terms, conditions, and policies as outlined in your booking confirmation. We are sorry to find ourselves in this situation and empathize with the frustration regarding coverage parameters.  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.   Compensation in this scenario was provided based on the coverage option chosen and we have met our contractual and legal obligations regarding the matter. With respect to allegations regarding our crews, this was brought to Sr. Leaderships attention and is being addressed as is appropriate.  
    Regarding billing concerns, we see this was never disclosed to be an issue in the original correspondence regarding the claim, regardless, you were invoiced within the parameters of your estimate and thus invoiced as appropriate for service rendered, specifically, use of equipment, fuel, and Labor.

    Regards.

    Customer Answer

    Date: 13/04/2023

     complaint #19929980
    I am rejecting this response because:

    you should have more pride in your company than the service provided. Using extra coverage is not a sufficient excuse for the carelessness we received. I don’t feel it was adequately explained that we NEEDED extra coverage because of your staff not taking precautions with my belongings and property. I get that it’s industry standard but I truly expected better from a reputable company. 

    your company should have proper standards for packing the truck and moving and those were absolutely not met. The damage to property alone is well over $2500 to fix out of pocket. 


    Sincerely,

    ******** ****

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