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

  2670 Enterprise Way Kelowna, BC V1X 7J6

  
• 

  Two Small Men with Big Hearts Moving Co.

  686 Goldie Ave Victoria, BC V9B 6H3

  
• 

  Two Small Men With Big Hearts Moving

  3599 Fairview Dr Nanaimo, BC V9T 4R5

  
• 

  Two Small Men with Big Hearts

  11180 Voyageur Way Richmond, BC V6X 3N8

  
• 

  Two Small Men with Big Hearts

  3997 Brighton Pl Abbotsford, BC V2T 6Y8

  

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:16/10/2024

  Type:Service or Repair 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.

  October 7th, 2024, Two Small Men with Big Hearts, Movers dissembled my King **** Bed and held it in storage from March-Oct along with other belongings (while I renovated) On Oct 7th they moved my Bed from their storage into my new apartment and the movers could not reassemble the bed as they said they could not find where they had put the bed hardware, screws, and feet. They contacted their manager **** and told him they couldn't find it. I called **** the next day and he said he would check their storage locker and truck, he checked and could not find them so they were lost by the company. He emailed me the link to claim for their loss as my bed cannot be assembled without the feet, the screws are easily replaced but the feet aren't. I called CB2 and they said they don't have or sell replacement feet for it. This is the bed ********************************************************************** in a King the cost of this bed is $2600 and is only a year old. I contacted the claims department and received an email back from ****** last night with a copy/paste message that they are not responsible for lost items. I replied with ****** email and the details of the issue and received no reply. After paying the company $3000 for the move in /to storage March/ $300 a month for storage fees and another $1500 for the Oct 7th delivery I am left with a bed with no feet and zero accountability or effort to try and rectify this. The email they sent had no contact number just and did not reply to me. I have had to cut a 2x4 to use as temporary feet just to have something to sleep on.

  

  Business Response

  Date: 17/10/2024

  Hello *****,
  
  Thank you for bringing your concerns to our attention regarding your recent after-service claim concerns.We value your feedback and want to ensure that all matters are thoroughly reviewed and addressed appropriately.
  
  In light of your concerns, we kindly ask that you reach out to our Manager of After-Service, who is best placed to re-evaluate the details of your claim. They will be able to review the case further and determine if any rectifications are necessary. This will help us ensure that everything has been handled in a fair and transparent manner. You can contact them at after-service at ************************************************************ We are committed to resolving this issue and appreciate your understanding and cooperation during this process.
  Thank you once again for your patience. We look forward to hearing from you.

  Regards.

  Customer Answer

  Date: 17/10/2024

   
  Complaint: 22427403
  
  I am rejecting this response because: 
  
  I contacted your after care team as I received the link to contact them from ****, the branch manager, who was trying to his best to find the all the bed hardware and feet but couldn't as he said one of the employees who disassembled the bed was no longer with the company so couldn't be contacted to find out where he had put the bed feet/hardware. 
  
  He sent me the link to your claim email and the response I received was pretty much a copy/paste email that basically said sorry to bad,
  we're not responsible for anything that we lose while transporting or storing your things, which I found incredible not take any responsibility what so ever as two small men moving is the ones who disassembled the bed and put it into your two small men storage locker and them moved it again out of the storage to my condo after my renovation. 
  
  I've attached both the emails received from you ****** in your after care department.

  Thanks,
  

  

  Business Response

  Date: 29/10/2024

  Hello *****,

  On October 17, 2024 our After-Service Manager requested the customer reach out to them directly, so they could re-evaluate the claim. To date the client has not connected.

  Our records show.

  OCT 17 2024
  
  Hello *****,
  
  Thank you for bringing your concerns to our attention regarding your recent after-service claim concerns.We value your feedback and want to ensure that all matters are thoroughly reviewed and addressed appropriately.
  
  In light of your concerns, we kindly ask that you reach out to our Manager of After-Service, who is best placed to re-evaluate the details of your claim. They will be able to review the case further and determine if any rectifications are necessary. This will help us ensure that everything has been handled in a fair and transparent manner. You can contact them at after-service at ************************************************************ We are committed to resolving this issue and appreciate your understanding and cooperation during this process.
  

  Thank you once again for your patience. We look forward to hearing from you.

   

   

  Customer Answer

  Date: 05/11/2024

   
  Complaint: 22427403
  
  I am rejecting this response because:

  I reached out to the aftercare again as directed by ******** ********* and ****** replied that they would only replace the feet and compensate max $125 with no negotiation.

  We apologize that you have not been able to locate the feet for your bed frame. We have fully investigated this matter and although we would not be able to offer you compensation for a complete replacement as this is not something we could commit to as we do follow strict policies, as such we can offer you $125 for replacement legs to remain amicable to your concernsand this would be full and final payment before an impasse would be reached and further negotiations would not be forth coming as I am unable to increase this amount.
  

  My reply is: 
  I appreciate your considering compensation but unfortunately $125 is just the cost of replacement feet.  All of the bed hardware was lost including the brackets that hold the feet onto the bed.   The labour charge my contractor charges is $85/hr to go out and purchase the correct brackets, attach them to the bed and attach the feet.
  
  Plus the screws for the slates have been lost as well.  The minimum I'd consider to settle which is what I will end up paying to repair the bed/feet, reattach them is $450.
  
  While I understand you said ' as such we can offer you $125 for replacement legs to remain amicable to your concerns and this would be full and final payment before an impasse would be reached and further negotiations would not be forth coming as I am unable to increase this amount.'
  
  I cannot settle for an amount less than what it will cost for me to bring the bed back to working condition.
  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 08/11/2024

  Im very sorry about this situation. Its always important for us to keep our customers satisfied and make fair decisions. That is why our claim evaluation processes are stringent. As the process is navigated, we take into account and consideration all details to decide what the right course of action is.
  
  Upon review of your file, we see that appropriate protocol was followed by the agent and is in alignment with our process and protocols for resolution. Specifically, we see that.
  Compensation was provided over and beyond our policies as a Good faith gesture to the circumstance regarding missing items. Please allow me to explain our policy on missing items.
  
  Clients are responsible to be present themselves or have a contact of authority onsite throughout the service to oversee the packing/moving process. Clients or their onsite contact are responsible to complete a thorough walk through of the pickup location to ensure all belongings have been accounted for prior to departure. Once belongings have been loaded onto our trucks, the load is completely secured until transported to the delivery location(s). We do not load multiple clients on dedicated loads. Before departure at the drop off location our crews are responsible to check the back of the truck to ensure all contents have been fully unloaded. The outlined loss prevention process is a service standard TSM has in effect and as a result the company does not take any responsibility for missing or lost items.
  
  Due to our policies and the time that has now passed, we are unable to determine with certainty the circumstances under which the items went missing. Nonetheless, in the interest of meeting your expectations and fostering a positive outcome, we would like to extend a partial compensation of the amount you provided to addresses your concerns halfway.
  
  Please understand that this offer is now at the upper limit of what we can provide under our current policies,and the circumstance, we trust it demonstrates our commitment to finding a fair and amicable solution. Please reach out to the our ************************************************************ team to provide the best email to send the e-transfer to.
  
  We Thank you for your patience and understanding as we reviewed your recent inquiry regarding the missing items. 

  Customer Answer

  Date: 15/11/2024

   
  Complaint: 22427403
  
  I am rejecting this response because:

  I've been in communication with ****** from aftercare.  She's asked me for receipts so I have just contacted my contractor to send me the receipt for the time worked on the bed, ********** purchases, and feet.  The bed is still without the screws/bolts for all the slats to be attached to they also need to be purchased and attached.

  I'll forward the receipts as soon as I receive them from my contractor.

  Regards

  *****

  
  Emails sent and CB@ bed receipt attached.
  

  
  

  

  Business Response

  Date: 21/11/2024

  Hello *****,

  We understand an amicable resolution has been reached and the matter has now been resolved.

  We appreicate you working with us.

  Thank you.

  Customer Answer

  Date: 25/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  It's appreciated that *** is willing to take responsibility for the loss but it's a shame that some responsibility wasn't taken from the beginning. 
  
  As a customer it's really jarring to spend so much money with a mover/storage and then realize that there is no accountability for the movers to take care of the possessions they are moving and dismantling.   Sadly it was a very bad experience for me with the moving crew and the person who dismantled my bed showed up late and was very hostile on the moving day. 
  You mentioned it's not the policy of TSM to do so, but in the end to remain a sustainable long term business there has to be some kind of ethical and right thing to do, 
  involved in how customers are treated. 
  
  I wish you all the best.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:02/10/2024

  Type:Service or Repair 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.

  Booked moving company Sept 27/21 from ************************ to Falcon storage and Sept 4/24 from Falcon storage to ************************ Overcharged: booking confirmation estimate time 6-8hrs $209/hr, ($1,254-$1,672) 3 professional movers. Actual move time 11.5hrs ($2,403.50), 2 movers. Damages Solid Wood Furniture: China cabinet 2glass panels shattered by mover, hidden in moving blanket, left in storage, support for glass shelf dislodged. 4 stand up fan stored top of hutch by mover, stuck to wood, unable to remove, unable to transport doorways/elevator, too tall, left in storage (my expense). Stressless leather love seat wood trim, significant scratches chips wood. End table damaged. Rear leg of grandfather clock dislodged, hammered on by mover, unbalanced standing upright. Missing items: Dyson vacuum taken from original box by mover, empty box put back into storage. Queen bed not assembled by mover, bolts/legs missing, slept on recliner for 2.5 wks, sleep deprived. Mattress stored vertical instead of horizontal, bending forward, huge bulge, centre mattress. Third Party Damage: Significant scratches door, floor, above control panel inside elevator in my building, despite padding. Additional $100 Insurance Coverage:Their discretion to repair, replace, compensate. Offered $288 lump sum compensation for costly repairs. No detail cost breakdown each item claimed. Request actual vs estimated weight for fair, accurate compensation. Stressed, sleep deprived 71 yr old expected to run around, get estimates, arrange costly repairs despite fault of movers. Disrespectful! Tipping; not mentioned telephone conversations, booking confirmation. Mentioned bottom invoice recd after move completed, given written request separate paper for tip $333. Gave $75 each for lunch. Upsetting! Fixed income. Believed company was ethical and vetted, operating with integrity, best practices, honesty because they were BBB Accredited, A+ rating. Mental health deteriorating, stress/ sleep deprived!

  Customer Answer

  Date: 04/10/2024

  Attached are photos of the hutch that was stored at ************** on September 27, 2021. The mover placed the fan on top of the hutch and was left there. We were unable to remove the fan because it was stuck to the wood surface. Because of the overall height, it was not transferable through doorways and elevators. It remains in storage at my expense.
  When the fan is safely removed with minimal damage to the wood surface, will the moving company pay for expenses to move it to my residence?

  The glass end table was wrapped in a moving blacker with side panel dislodged. The matching twin end table was not damaged.
  No compensation offered.

  Two panels of shattered glass from the China cabinet was found hidden and wrapped in the companys moving blanket. The blanket was brought to my attention by mover *****. The support for the interior glass shelf was dislodged and the scratch proof cap at bottom of the chair leg was dislodged and lost.

  Stressless leather reclining love seat with wood frame. Significant scratches and chips. The love seat may have to be disassembled to repair wood frame. The mover ***** sat on that side of the love seat with scratches on armrest when I declined his written request for $333.00 tip.
  Its an expensive love seat, dont recall seeing those scratches when I removed the moving blankets tapped around the unit. I did notices all the wood chips. This company is unbelievable with A+ rating!

  The grandfather clock; mover ***** showed me the dislodged rear leg of clock. He hammered it back on so it could be transported. When it was set up at home, it stood unbalanced. In my prior residence, it stood balanced with no issues. I assumed insurance would take care of the problem. Is ***** trained to correctly attach the rear leg to the clock?

  Third Party Damage: The pics speak for themself. This elevator was used by the moving company to transport my furniture to the second. Im glad that the elevator was padded or more damage could have been done.
  Missing Dyson Vacuum: Mover ***** showed me the original Dyson vacuum cleaner box that was found empty. The box was wrapped in thick plastic paper so the vacuum wouldnt get damaged. It was taken out of the box by the previous mover.
  After moving most of the damaged furniture, mover ***** asked which moving company moved my household into storage. When I replied his company, he went silent.
  I selected Two Small Men with Big Hearts because they were BBB Accredited with A+ rating. As a senior, I felt taken advantage of and my life and health halve been forever changed.
  I really appreciate your support and patience with my computer skills.

  Not fluent with computers. I was given one option as to how BBB could help me resolve this matter but I have 6 in total. 1. Overcharged: $2,403.05 -1,672.00=$731.00 2. Compensation by weight; use actual vs calculated weight. Fair and more accurate compensation. 3. Request compensation for end table, grandfather clock, mattress. Also for the 2.5 wks I slept on recliner suffering *****************. 4. Replace stolen vacuum. 5. Cover expenses to transport hutch to ********************* when repairs are completed. 6. Compensation for damages to elevator. I look forward to your assistance in this matter. Thank you, *****

  

  Business Response

  Date: 08/10/2024

  We are sorry to hear damage was incurred on move day. We appreciate you providing all the information, photos, and of course your patience as we reviewed your file. As per policy you will notice we have a few items that are exclusions under either coverage level chosen.  It important to note these exemptions are industry standard and federally regulated due to their fragile nature. As such, moving companies are not responsible for damage to uncrated pictures, mirrors, glass, lamps, particle board/pressboard,and content of boxes packed by customer. These items will not be included in a claim and are moved at owners risk.

  
  With respect to missing items. We are sorry to hear you have not been able to locate it. Once belongings have been loaded onto our trucks, the load is completely secured until transported to the delivery location(s). We do not load multiple clients on dedicated loads.Before departure at the drop off location our crews are responsible to check the back of the truck to ensure all contents have been fully unloaded. The outlined loss prevention process is a service standard TSM has in effect and as a result the company does not take any responsibility for missing or lost items. To ensure our due diligence. We did double check with our dispatch manager, and they have confirmed nothing was left behind on our trucks, for added measure they also checked our holding area and confirmed they do not have these items.
  
  We noticed on your Bill of Lading your coverage choice was Increased Valuation Coverage: This coverage option provides, up to, a maximum coverage of five dollars ($5.00) per pound per article, toward the cost of repair or replacement. Compensation is to aid in the cost of repair or replacement. A deductible of one hundred dollars ($100) will apply to each article claimed. It is the carriers discretion and right to either repair, replace or compensate up to ($5.00) per pound. As such you were provided compensation based on the coverage parameters toward the repair or replacement of the China Cabinet,Hutch, Couch, and Grandfather ***** we also see there were additional questions regarding compensation, and they have been addressed as appropriate.

  
  We are sorry to hear damage was incurred on move day. We do see on file that the after-service team remains committed to working with you toward resolution and all additional inquires have been addressed and explained indicating how resolutions are achieved and met. 

  Regards.

  Customer Answer

  Date: 18/10/2024

   
  Complaint: 22362689
  
  I am rejecting this response because:

  Hello ******,
  
  Thank you for your follow up to my current scenario.
  
  Good customer ********************** will always enhance the customers ********************** experience. The support that a business offers before and after the service is critical.
  
  Successful customer ********************** includes empathy; the ability to understand the customers emotions and perspective to a problem or issue that results from the services provided. ***** was empathetic when he could not locate the bolts/legs to assemble the bed. Unfortunately I could not sleep on the floor mattress because of my arthritis and bilateral knee replacements.
  The alternative was to sleep on the recliner chair. ***** instructed me to call Ryn @ ************ the following day (September 5th) so they could locate the bolts/legs for my bed. When I phoned, Ryn initially stated that I had the wrong number. Surprisingly I was able to reach *** when I called the companys ************** phone number and they connected me directly to him. *** stated that they were still looking for the hardware. I called again on September 6th, Ryn repeated the same statement. No one from the company has yet reached out to help troubleshoot the issue regarding the bed so it could be assembled ASAP. For 2.5 wks, I slept on the reclining chair and was sleep deprived, anxious and stressed especially as a single senior with minimal resources. This scenario was most likely the result of the movers negligence and suboptimal moving practices.
  
  My first correspondence with ****** was received on September 11, 2024. She acknowledged that my concerns were received on September 11th and that the service provider has 30 days to settle. She was sorry to hear that there were concerns with the move and continued to repeat the statement with every email. All correspondence received from ****** were strictly about the business case and closing the deal *****
  
  I will accept your bare minimum compensation in the amount of $895.00 for sustained furniture damages provided the following issues are resolved.
  
  1. Overcharged Moving Cost
  I received a booking confirmation of move time 6-8 hours @ $209.00/hr and 3 men. This was based on the previous move from *************************** to Falcon Storage on September 27, 2021.
  The actual move time on September 4, 2024 was 12.5 hrs @$169.00 with 2 movers.
  The difference was +$440.00
  Unfortunately I never received a confirmation booking for 2 movers so the sudden increase in charges were stressful especially on a fixed income.
  Fair Compensation:   $220.00
  This reduction would compensate for estimated booking details.
  
  2. Mental Health
  *****************, anxiety and high stress levels resulted from the disastrous move experience.
  There was no support offered by the company to resolve the bed issue and, unfortunately had to fend for myself.
  Fair Compensation: $360.00 ($20/day x 18 days)
  
  3. Damages to the Elevator (**************************)
  Significant scratchs were inflicted on the elevator doors and side panels. Its embarrassing to move into an apartment building and leave a trail of damages. I look at the damages daily as I use the elevator.
  
  Note: Emails with attached pictures of the interior elevator damages and concerns about potential overcharges for the September 4, 2024 move were sent to ****** on September 30th and follow up on October 17, 2024. I have not received any responses.
  
  I chose your moving company because of the BBB Accreditation and A+ rating. I felt that you were a responsible moving company and that my move and belongings would be in good hands, safe and secure.
  
  I hope that we can resolve the remaining issues and finalize a fair compensation so that I can begin unpacking, settle into my new home and begin the furniture restoration process.
  
  Respectfully,
  
  ***** *******
  

  

  Business Response

  Date: 24/10/2024

  Hello *****,
  Thank you for reaching out to us regarding your request for compensation.
  We see on file your concerns have been addressed and compensation has been provided over and beyond the contractual agreement.  Please see a copy below.

  As previously stated in our correspondence, it was shared with you that as per our policy for storage scenarios, once items are loaded into and enter a storage unit or any other temporary or long-term holding facility (including, but not limited to, mobile storage units and or containers and the doors are closed, we cannot be responsible, as coverage does not extend to third-party storage scenarios where there is a loss of care and control of the items. Coverage in these scenarios is only applicable if reported immediately on day of the move. The term "loss of care and control" refers to situations where the items are no longer within a controlled environment,such as when stored in third-party facilities where the moving company has lost  direct oversight or physical custody of the clients belongings.  As in this situation, you went into a third-party storage three years ago. As such, the moving company lost care and control and have no way of knowing if the damage was in fact our doing or by some other means while in storage.Regardless, as we also moved you out of storage as well, adding an element of uniqueness to this particular situation and to be amicable to it, we are providing compensation to your items in good faith. To be further amicable we have increased the weight on some items as you have not been able to provide us the make and model numbers of each item you are claiming additionally, we  have left them as per our valuation dollar amount outlined previously.. This includes funds to purchase new hardware. We cannot be accountable for the missing vacuum for reasons already stated above,we do not offer inconvenience compensation, and we do not have the capacity to come back and assemble the bed for you. While we understand that this may not be the results you desire, we in fact have gone over and beyond to be amicable to the situation. This compensation will serve as full and final payment for the China Cabinet, Hutch, Couch, Grandfather ***** and bed hardware.

  With respect to your estimate concerns. Please be advised it is just that an estimate and not guaranteed. Despite meticulous planning, unforeseen circumstances such as limited labor availability are sometimes beyond our control. We understand a larger crew was requested to expedite the process, logistically, it was not possible to arrange. As a result, we adjusted the crew size accordingly to ensure we could still fulfill the move on schedule. This adjustment was reflected in the rate you were charged.  We regret that we could not fully meet your expectations in this instance. However, please understand that compensation is not available, as we too incur operational costs. Canceling the move altogether was not a viable solution, as it would have caused a more significant inconvenience.
  

  With respect to Elevator damages as per the customer agreement. ******************** is not responsible for any damage due to elevators not being appropriately prepared to mitigate inadvertent damage.

  Inconclusion, we see that compensation has gone over and beyond the contractual parameters defined in the customer agreement. We understand and empathize that this may not fully algin with customer expectations. 

  Customer Answer

  Date: 05/11/2024

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

  Thank you ****** for your efforts during the negotiation process to provide financial compensation for damaged furniture.
  
  I accept your offer of financial compensation in the amount of $895.00.
  
  I am disappointed that we could not resolve the matter of partial compensation for the moving fee. As you previously stated, this was a unique scenario where your company, Two Small Men with Big Hearts moved my furniture and personal belongings to and from Falcon Storage in Kelowna. I believed that the Booking Confirmation details for the move on September 4, *********************************************************************************************** September 2021. Both residences are also in close proximity of each other. Details included number of movers and length of time for the move.
  Respectfully, I would suggest a company policy where you provide consumers with a cost estimate for two versus three movers and coinciding timelines especially with labour unpredictability. A move time of 12.5 hrs I was exhausting especially for my age.
  
  In regards to the purchase of additional insurance coverage, I would suggest a company policy to advise the consumer at the time purchase that there is no specific insurance carrier involved and that your company provides the additional coverage. The consumer should also be given a breakdown of how compensation is estimated versus providing a lump sum amount such as in my case.
  
  Respectfully, I would suggest a policy whereby the consumer is advised of your tipping policy when booking the move and not at the end of move. Policy is currently located at the bottom of the invoice, under the consumers signature. The invoice is received at the end of the move. This would preparer consumers especially on a fixed income to budget for the move. For example, my moving fee was $440.00 over estimate and the addition of suggested tip of $333.00 totalled $773.00.  This is a large amount of money. Its not like tipping in a restaurant.
  
  In regards to the compensation payment, I am not set up for e-transfer. Considering the upcoming Canada Post strike, perhaps you could send out a money order via Courier?
   Im open to other suggestions. 
  
  Thank you,
  
  ***** Murtagh 
  

• Initial Complaint

  Date:24/04/2024

  Type:Service or Repair 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.

  I booked with Two Small Men, everything went fine for the move until the day after when I realized that one of my boxes was missing. I called my old building and looked all around the new address. I emailed, called the company and got no reply. Called and spoke with management who said they would check all the trucks and get back to me. Never heard back.I called the manage of a Vancouver location- who gave me the runaround until he started acting very strange and I realized I had caught him in a lie. He hung up on me twice. I managed to get the higher up manager and he was professional and helped me. However, upon getting an email from *********** they take zero responsibility for items THEY lose! When paying for such a service you expect a certain level of care with your property. When taking a car to be repaired, you EXPECT they will cause no further damage. I paid them $1000 to move a small apartment and they lost all my kids clothes and toys. I'm a single mom and that move cleaned me out. And now I'm supposed to replace all these items they lost! The last time I saw this box it was in the hands of their guys- and I know this because it was in the middle of the room and they asked how many kids I have. This company has insurance and their greed leaves honest hardworking people screwed over. I can forward you emails...

  

  Business Response

  Date: 24/04/2024

  We absolutely empathize with this situation and appreciate your perspective regarding the missing box.  We have checked numerous times for it in our holding area and on our trucks.
  Please be advised Clients are responsible to be present themselves or have a contact of authority onsite throughout the service to oversee the packing/moving process. Clients or their onsite contacts are responsible to complete a thorough walk through of the pickup location to ensure all belongings have been accounted for prior to departure. Once belongings have been loaded onto our trucks, the load is completely secured until transported to the delivery location. We do not load multiple clients on dedicated loads. Clients and Crew are responsible to check the back of the truck to ensure all contents have been fully unloaded. Our crews also check the trucks at the end of everyday. The outlined loss prevention process is a service standard TSM has in effect and as a result the company does not take any responsibility for missing or lost items. We do our best to get all items in the correct location within the home,there have certainly been times when items have wound up in a room it was not meant to be in. We often find that after a few days of unpacking, missing items are found by customers in their new home.

  Customer Answer

  Date: 25/04/2024

   
  Complaint: 21616558
  
  I am rejecting this response because:

  This is not a reply but just a copy of the email she sent me. Its not acceptable to lose a clients property and then wipe your hands clean of them. 
  ADDITIONALLY- I forgot to mention this earlier, but the company quoted me $100 an hour for their work. The men did Three hours and add another hour on for travel time. This was a very small apartment and almost no furniture was moved. So I was expecting about $600 and they put on so many charges that my bill was closer to $1000. This is also an inexcusable business practice and misleading to the customer..

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

  

  Business Response

  Date: 26/04/2024

  We acknowledge your frustration. The alleged accusations are a sensitive situation from all perspectives, there would be no benefit to anyone to steal these items.  As previously outlined, we encourage you to file a police report on the accusation of theft and we will of course provide the police with our full cooperation.
  To ensure our due diligence we have checked our holding area again as this is where it would be if an item was inadvertently left on the truck, it has been confirmed again we do not have it.  

• Initial Complaint

  Date:01/06/2023

  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.

  I contacted Two Small Men to complete an in-town move for May 1. I received an estimate (see below - personal and non relevant info removed) and hired them based on this estimate.Your Move Estimate:Date of Move: 2023-05-01 Arrival time at pick-up address: expected between 9:00-10:00 AM Rate: $219/hour for 3 professional movers Estimated Hours for Moving: 8 to 10 hours Flat Rated Travel Charge: 1 hour(s) @ $219/hour Fuel Surcharge: 10% On the day of the move one mover showed up (though I was promised three) along with a ******* to help. This second person was not an employee of the company. Because of the lack of movers, the move took many hours to complete. The ******* left the move before it was complete and I had to help complete the move including moving heavy furniture that would not be possible for one person to move on their own. After the move was complete I contacted the company explaining what had happened. I waited almost 2.5 weeks to hear back. They took off several charges (Fuel surcharge and dropped the number of hours by 2.5) in compensation. I did not feel this was adequate nor did I feel like I was charged what their estimate said. I was quoted $219/hour for three movers and was charged 119/h for the single mover and 50/h for the *******. 219 divided by 3 is 73. This is what I should have been charged for the one professional mover. When contacted the company said that this was a reflection of "operational costs". This is not at all reflected in the estimate. The company then basically refused to move on compensation and said they would send the invoice to collection. I was left with no choice but to pay the invoice. I also discovered that some items were stolen during the move. I have no "proof" but the ***** who was not an employee left in the middle of the move suddenly. Of course the company takes no responsibility for this even though they used a person who had not been vetted.I would not recommend this company to anyone!

  

  Business Response

  Date: 01/06/2023

  We have had a few unfortunate circumstances that have caused some temporary service disruptions. We have been working with reinforcements from other markets to help us with these interruptions to help us close the gap and are terribly sorry for any inconvenience caused.  We do see on file. You were estimated to have 3 movers at **** moving hours plus 1 travel.  Bringing your total estimate to 11 hours. Your actual hours for the move which include your travel time was **** hours with two movers. Resulting in being 1.5/hrs. over your original estimated time, with only two movers. Which is not the norm and exceptional considering.  $119 is the lowest rate we can provide for our moving services of 1 mover, it includes, use of equipment, fuel, and Labor. It covers basic operational costs.  The second mover was charged at $50/hr. [labor only] for the duration of time they were working.
  We are deducting 2.5/hrs. at the $119 rate. This is compensation for the inconvenience caused by not having a third mover available for your move day.
  1.5/hrs. over the estimated time had you had 3 movers, and we are deducting an additional 1/hr. to be amicable to the situation, as well as waiving the fuel surcharge in good faith, to be further amicable to the situation we find ourselves in, resulting in compensation amount of $496.25.  Our apologies we were not able to meet your expectations.