Complaints

This profile includes complaints for 2 Burley Men Moving Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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2 Burley Men Moving Ltd. has 5 locations, listed below.

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• 

  2 Burley Men Moving Ltd.

  785 Lampson St Victoria, BC V9A 6A9

• 

  2 Burley Men Moving Ltd.

  858 Esquimalt Rd Victoria, BC V9A 3M4

• 

  2 Burley Men Moving Ltd.

  6107 Norfolk Dr NW Calgary, AB T2K 5J8

• 

  2 Burley Men Moving Ltd.

  #304 - 15895 84 Ave Surrey, BC V4N 0W7

• 

  2 Burley Men Moving Ltd.

  858 Esquimalt Rd Esquimalt, BC V9A 3M4

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:14/04/2025

  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.

  After having my mother's articles and furniture moved from one location to another we did not receive a receipt from 2 Burley Men. After asking for the receipt multiple times we still did not receive it. We need the receipt for our records and potentially for income tax purposes. We are not pleased that this has happened and we still need the receipt. We need a resolution.

  Business Response

  Date: 15/04/2025

  Please, provide your Mother's name , date of the move and city to city.

  Once we have that information we will be sure to provide a receipt.

  Thank you

  Customer Answer

  Date: 21/04/2025

  We sent 2 Burley Men the information they requested through you. They still have not sent us the receipt we requested. In addition, they have not taken the time to even reply. Please inform us as to what our next step ought to be. 

   

  Business Response

  Date: 22/04/2025

  Please, provide the name on the waybill at the time of the move and which city the move took place in. Once we have that information we can send a receipt.

  Thank you

   

  Customer Answer

  Date: 23/04/2025

  We received a receipt from 2 Burley Men. Thank you for your assistance in this matter. We are very grateful. The complaint can now be closed. 

  Customer Answer

  Date: 23/04/2025

  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.

• Initial Complaint

  Date:14/02/2025

  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.

  Read Before Booking – Misleading Insurance & Poor Handling
  I’ve used this company for moving twice with good experiences, but my third experience was a disaster.
  
  During this move, the crew broke my 65-inch ** **** TV. Mistakes happen, and I assumed their insurance would cover it—after all, that’s what their website claims.
  
  Here’s where things went downhill:
  
  The company refused to cover the damage because their movers hadn’t placed the TV in a box—even though they were the ones who packed it.
  When I booked the move, I told them I had TVs, yet they didn’t bring any boxes or advise me that this would void coverage.
  Then they claimed my TV was “too old” to be worth anything—even though an ** **** has a lifespan of 11,000+ hours, and mine had less than 200 hours of use.
  Worst of all, they later admitted via email that they don’t actually have insurance, just a so-called “free protection plan.” This directly contradicts what their website says about basic insurance coverage.
  Their final offer? $200 to replace a high-end **** TV.
  
  ?? Bottom line: Their insurance claims are misleading, their policies are unclear, and they don’t take responsibility for their mistakes. If you’re moving anything valuable, think twice before trusting them.

  Business Response

  Date: 15/02/2025

  It is correct that we do not and can not sell insurance . Out protection plan is the most basic coverage we do provide to our customers. Customers do have the opportunity to discuss with their home owner policy carrier if they wish to add more coverage to their items. Lifespan of televisions are 5 years yet a television can have more time if used less time during that period. The terms and conditions do state that our crew will pad and wrap the item if a television carton is not purchased but there will be no coverage.

  In good faith we advised we would refund $200.00 towards his request. However that does not satisfy the customer.

• Initial Complaint

  Date:22/08/2023

  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.

  August 19, 2023, 2 Burley Men were hired for our move. Our house was approximately half full of furniture and boxes. The manager came at the beginning of the move and then left 3 very inexperienced movers. It took them 6 hours to load our house. I phoned to complained once during that time and the manager promised to reduce the bill. It took 3 hours to unload the house and furniture was scratched and one table leg was broken right off. They piled all the furniture into the room without offering to set it up. The move ended up being 12 hours and 41 minutes and they gave us a "41 minute discount." This was a terrible move.
  We paid a total of ********* but I was originally quoted 2 hours for load, 2 hours for unload and the travel time of 6 hours (3 hours there and back). The manager did not take my complaints seriously.
  The business did not try to resolve the problem and a 41 minute discount is not satisfactory. That load should have been done in no more than 3 hours and I would be willing to pay 3 hours load and 2 hours unload.
  *** ******* ****** ** *******

  Business Response

  Date: 25/08/2023

  We apologize that the customer was less than satisfied with the recent move. The move was booked for a 3 man crew at $200.00 per hour plus 6 hours of travel, fuel and taxes. 

  The 1600 square foot home with a piano took 6 hours to load plus 3 hours to unload plus the 6 hours of travel which totals 15 hours to complete. The billing is correct and there are no adjustments to be made. The 3 movers that rendered services are experienced and performed their duties as requested.

  The local manager did provide a small discount to the customer at the time of billing. As for damage the items the customer refers to are pressboard and the protection plan does not apply.

   

• Initial Complaint

  Date:12/07/2023

  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.

  July 7th: while on the driveway for move-in, 2BurleyMen movers refused to unload our possessions seeking over **** more than their rough estimate. We feel sickened that we were effectively  as their strategy was effectively, 'no pay no goods, & we'll return to our base'. We attempted reason: their drivers opened the moving truck tailgate & there was clear damage of our household possessions through careless loading: broken boxes, damaged furniture & weirdly piling a very heavy tool box to squash & damage chairs & carboard boxes. The drivers shared the loader was fired for drug, alcohol & poor work reasons (we sadly evidenced this), despite this, when we sought recourse via numerous phone calls, the principals refused any attempt at reason.
  We shared images of the clear damage with the principals via drivers who also attempted reason as well, & we offered to pay half straight away plus half when unloading was finished so we could assess all the damaged items, to share the 'risk' on those goods damaged by their faulty loading by their fired staff member. Still they refused. No-pay no-goods despite damages was effectively their position which is deeply unethical at best, upsetting & threatening.
  We asked what recourse we have and there is just a one-sided claim process where we have to send in pictures of damaged items & they choose what amount, if any, is repaid. Given the experience we have endured we have little faith in this yet will attempt it.
  ** *** ** *** ** **** ** **** **** ******* ** *** ****** ** **** ****** ******* ************** ******** Our experience is that 2BurleyMen roughly estimate weight (who knows what a house full of possessions weighs??) to ******* opportunity of 'over weight charges' that they decide & then care little for us, our possessions or the deep distress incurred by the ************ behaviour - no others should have to endure this.
  We trust and hope BBB can halt such practices & seek fair & reasonable recourse.

  Business Response

  Date: 14/07/2023

  We apologize that the client did not clearly understand the terms and conditions that states we have the right to ask for payment prior to unloading.

  The broken or crushed boxes was the result of the owner pack. Had the boxes been packed properly they would not have been crushed or damaged.

  On our waybill it clearly states that damage does not release the client from their obligation of payment. If damage occurs then we would ask the client to submit a damage claim and we would process that claim.

  Coverage is $0.60 per pound per article not a figure we would make up. It is a standard in the moving industry . 

  To clarify no one was fired over this shipment. 

  Customer Answer

  Date: 14/07/2023

   I am rejecting this response because: Its false, not unexpected given our experience, yet false. We have photographs of the faulty loading. The company doesn’t prove load weights are solely ours. The company isn’t able to accept that poor service requires recourse. The company avoids dealing with our concerns. *** ******* ***** ** *** ****** ***** ******

  With all of that - what recourse can we expect?
  
  
  

  
  

• Initial Complaint

  Date:13/04/2023

  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.

  Moving company contracted to move household from Tofino to Invermere. Shipment arrived in two shipments, each paid separately. The first shipment for $9313.90 is the one in contention. I was not at the delivery site, a storage unit to receive the waybill or receipt. I was told he would leave the receipt and invoice in the unit. This did not happen. Since the delivery day I have contacted E, J and S about 20 times requesting a receipt for accounting and taxes. Each time they said it would be done. Only today they gave me an invoice with a different number than the original, but not showing paid nor a visa receipt. Not only did I not receive a receipt I am unable to file a missing/damaged items report without the invoice as per C. at the company. I would like a receipt and a file to be opened so I can claim missing and damaged goods.

  Business Response

  Date: 13/04/2023

  Morning,

  My apologies for the delays. Please, forward a list and photos of the damaged items so that we can look into this matter.

  I will retrieve a copy of the waybill from the accounting department to facilitate the claim.

  Thank you

  C.

  Customer Answer

  Date: 13/04/2023

   I am rejecting this response because: The missing and damaged item inquiry is still not resolved. 
  
  
  
  

  Business Response

  Date: 18/04/2023

  We have asked Mr. L. to submit a claim so that we may proceed going forward.

  To date if have not received.

  Thank you

  C.

• Initial Complaint

  Date:03/01/2023

  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.

  *** ******* ** ** **** **** * ***** ***** ** ********** The pickup occurred on December 1 and delivery on December 2, 2022. The pickup was 9 hours behind schedule and the delivery was a few hours behind as well, though this isn't the base of my complaint it prevented me from being there personally.
  
  Upon being given quotes and booking with ****, none of the 'Terms & Conditions' were provided. A copy of these terms was only provided after payment was made. I was told that they would be 'wrapping and packing' the furniture including the tv, which was insufficiently done. The current policy allows them to take no care and throw pennies at you, even as their business is based on care of items.
  
  The terms state a few things that were mishandled:
  - It was never stated that the TV would only be covered if boxed by them and the term sheet states that trucks have TV boxes for purchase but none were offered to me, so I was not given the option of protection. The base of the tv was broken before delivery and was unable to be stood up without a universal after-market stand being purchased
  - I provided covers for the mattresses, as per their instructions, but they did not use them. The mattresses and boxsprings arrived soiled
  - My furniture was not secured or wrapped sufficiently within the truck as many chunks were damaged on my loveseat, nightstand, bed frame, and one of the boxes. In total 40% of the large items that they were to protect before moving arrived damaged
  - They only told us of some of the damage after payment was made
  - Payment was to be made on the credit card in the apartment by my older son. Instead the movers required payment from my younger son, on his credit card, before they would open the truck with my items
  - They dropped and shattered my shredder before loading it onto the truck, simply taping it back together. They didn't even include this in their payment estimate.
  
  In total, my costs due to damage are $******** and they have offered me $*******

  Business Response

  Date: 04/01/2023

  We are sorry that damage occurred.

  We calculated a payout based on the protection plan and the customer has been informed. We do not reimburse for cash value replacement of items.

  Our contract states that payment is to be paid prior to unloading.

  We do require the customer or their designated representative to be on site at all times.

  Business Response

  Date: 04/01/2023

  We are sorry that damage occurred.

  We calculated a payout based on the protection plan and the customer has been informed. We do not reimburse for cash value replacement of items.

  Our contract states that payment is to be paid prior to unloading.

  We do require the customer or their designated representative to be on site at all times.

• Initial Complaint

  Date:08/12/2022

  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.

  We arranged a household move from Kelowna to Salmon Arm with ***** at 2 Burley Men. We gave lots of detail as to what was being moved: fully furnished 4 bedrooms =beds dressers and side tables, kitchen= full stocks of dishes, glass ware and serving ware, pots pans, small appliances, living room, couches large coffee table, hutch, stereo and speakers, 3 TVs, rec room, large dining set with buffet, bar stools, area rugs, 2 full sets of patio dining furniture, a set of patio seating furniture, outdoor rug from large deck, full size fridge from shop, 20 cu ft upright freezer, and a chest freezer (the other large appliances were not coming) lots of garden tools, plant pots and garden supplies, 3 bikes, camping gear, sporting goods. I went over it in detail, and confirmed with ***** there was lots to move with a fully furnished 4 bedroom, + rec room..... ***** said it would be best to have 2 trucks and 4 men. It would be close to $4000. I confirmed again that what ***** had written down was what we have and I agreed to book the move. Upon closing the sale of our Kelowna house, the buyers bought the biggest bedroom set, the dining table 8 chairs and 4 barstools, as well as the couches and area rug in the living room. I called ***** back to advise that these items would not be getting moved now and should anything change. We were advised to keep the 2 trucks and 4 men and again I confirmed that the cost would still be close to the $4000. At that time I also asked ***** that it would be 4 experienced men, not trainees. ***** assured us it would be 4 capable movers. On Tuesday August 16 at 10:40 am we confirmed and booked. When the trucks arrived on Sept 28, they arrived more than an hour late and we were told that the smaller truck was having mechanical problems and the office didn't want it to go so far as Salmon Arm. 2 of the men were boys in training. The driver of the full size truck (we had agreed to having 2 full size trucks) said he was going to try to get everything possible into his truck to avoid taking the other truck. The trainees mainly watched and brought some things out, as the one man loaded. When it got dark, the driver told the trainees to start putting anything they saw into the other truck. They were all very open about feeling in a bad spot taking so long to load and being sent out with a non road worthy truck. End of the next day with more trainees and a lot of standing around, September 29 unloading in Salmon Arm, we were given an invoice******** * ***** for $9331.35. We said there must be a mistake, ***** had said $4000. and we had less stuff than was planned for. The way bill was checked and changed to $8630.47. We said ***** needs to be accountable, the office needs to be accountable for the wrong size truck and the poor mechanical condition of it which made the loading so slow as they tried to get everything in the full size truck. I asked for the owners' contact info. Later, I got a survey looking for input from Burley men and I replied I would be calling ***** ****** as soon as I was back in Canada. When we got back, I had no luck getting to speak to *****. Then JC called me to say there was an overcharge on our move and he would refund $1929.37. I said I had not gotten to speak with the owner and thought he should know how things were being handled in his business. I kept calling *****, he never returned a call. I spoke with ****** and explained what had happened and JC's call re the refund, and she said she would look into it and call back. Days later I called ****** again and she said she couldn't get a hold of JC to get the waybill. I texted a copy of our way bill. Days later again I called, said I still didn't get to talk to *****, asked if she had and if the refund had been adjusted. She was still trying to get JC. I phoned JC and he answered right away. Last Friday, at 8:45 am I got a text from ****** saying there was no overcharge. I called JC again to say what the text said, he said he would talk to them and get back to me. When an employee, (JC) is honest with me, and then ***** and ****** **** *** ***** *** ****** ** ******* *** *** ****** I think it is time for ***** ****** to look into it, after a report to BBB. $8630.47 less the refund of $1929.37 JC said was an overcharge, is still $6701.10. $2700 more than the estimate quoted for a move with a full bedroom suite, 2 couches, area carpet, dining table chairs and barstools that were not included in the actual move. We put all of the cushions from all of the deck furniture, sporting goods, and had the patio furniture disassembled. Beds were apart and ready. We did all we could to expedite the move, which hadn't been in the estimate.

  Business Response

  Date: 08/12/2022

  We are sorry that Ms. Bronson is not accepting the explanations given to her.

  The billing was corrected by JC and there is no overcharge to make adjustments to the billing.

  Her feedback will be forwarded to Mr. Burley.

  Business Response

  Date: 12/12/2022

  The timeline to find a solution was delayed considerably because Ms. Bronson refused to forward a copy of the waybill.

  I had spoken with both JC and Robin and there was no quote of $4000.00 ever given. 

  I a still waiting for the correspondence advising that there was an overcharge to be corrected.

   

  Customer Answer

  Date: 16/12/2022

   I am rejecting this response because: I did not ever refuse to send the waybill; ****** was going to get it from JC. Days later when I called back to see if she was looking into the overcharge JC had called to inform me about, she said she hadn't been able to get ahold of JC. I called him right away and he answered right away. He said he would send it and then I called ****** back again to say he had answered right away, and I would text her the picture of the way bill. I did right then, November 29 at 9:35 am. The attachment is the screen shot of the text to ****** with the picture of the way bill. Also of concern is the fact that the way bill shows my entire credit card number and expiry date. Who knows who has access to these copies and I know the numbers are not supposed to be kept in any manner of risk. Anyway I still have not heard from Scott Burley or had any reason to believe that he personally knows how our move went and everything to date that has transpired. There would be no reason for me to "refuse" to send a copy of the way bill, I wanted matters looked into. JC was not difficult to get a hold of and has been honest with me, so far. I continue to be patient and still expect the refund for the overcharge that JC called me about, as well as that refund being adjusted up to a fair amount to correct all the extra time that the move took because of the smaller non road worthy (according to the movers doing the loading the office had said to not take the smaller truck to Salmon Arm) resulting in the cost being so much more that the estimate/quote due to the extra hours that should not have been required.

   
  
  
  

  
  

• Initial Complaint

  Date:16/09/2022

  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 had booked a move with 2 Burley Men in Edmonton, AB (through main office in Victoria, BC) for Aug 30 at 10:30am. This would coincide with the elevator booking I had to make for the building I was moving out of. I received a call from the main office at 10:45am informing me that the truck was running late and the drivers would be in contact in the next few minutes with an arrival estimate. An hour and a half later, when I still hadn't heard from the drivers, I called the main office (the only number provided) for an update. I was again told that the truck was running late from an earlier move and the drivers would be in contact in the next few minutes with an arrival update. Another 2 hours later I contacted the main office for an update and was told the earlier move was almost unloaded and the drivers would be in contact in the next few minutes. This time I received a call back confirming they were on their way and would be there in 30 minutes. An hour later they arrived only to tell me that the truck they had was too big to fit and they would have to return the following day at 11am to complete the move with a smaller truck.
  
  The following day, Aug 31, I called the main office at 11:30am for an arrival update and was given the Edmonton managers number to call. I was told they were finishing an earlier move and would be there shortly. They arrived at 1:30pm, in the same truck as the previous day, and started the move.
  
  This delay in service had numerous knock on effects:
  1. The elevator was booked by another party and the movers had to use the stairs, prolonging the move time.
  2. I had to take another day off work, pay for another day of care for my 2 dogs, order in food again.
  3. I will lose money from my security deposit as the apartment couldn't be cleaned prior to my move out inspection. I had cleaners booked for the afternoon of August 30 but they were unable to complete much since all my stuff was still in the apartment (it was too late to cancel).

  Business Response

  Date: 16/09/2022

  We do apologize for the inconvenience experienced by the customer.

  We have spoken to her and have refunded for the break the crew took.

  Customer was billed correctly and there will be no further refunds.

   

  Customer Answer

  Date: 19/09/2022

   I am rejecting this response because: This is a response to a completely separate issue. I am not contesting this issue. My complaint regards the time and money I lost due to the company being unable to meet their agreed service time. 
  
  
  
  

  Business Response

  Date: 19/09/2022

  I am sorry that *** **** experienced inconvenience, but our crew did their best to accommodate the requested date and time. 

  We do not compensate for time lost nor added expenses by third party contracts.

  Cheryl

  Customer Answer

  Date: 19/09/2022

   I am rejecting this response because: This unacceptable and entirely unprofessional. Your crew made no effort to accommodate the booked day and time. There was no contact from your offices instead I had to repeatedly enquire about what was happening. You don't honor the agreed upon move date with an excuse that the truck doesn't fit yet was able to make the move the next day with the same truck. Honesty and communication should not be so hard to obtain. Do better.
  

• Initial Complaint

  Date:15/08/2022

  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 hired "2Burley Men moving ltd in Victoria BC to move furniture **** **** ********* **** ** **** **** *** ** ******** *** on July 26th.
  The movers moved my furniture but 5 items were damaged and the company is not agreeing to repair the damage they did.
  Damaged items are as follows; 1. Oak table leaf dropped and caused cracked wood- cost of repair is estimated at $***. 2. clock radio dropped in a box and no longer works- cost is $*****. #3. A desk valued at $** had the top pulled out of the base, since it was not unscrewed before moving it. #4. a large kitchen table had the finish damaged when saran wrap was wrapped around the table and then it was left outside in the hot sun.
  The cost to repair the table top finish is $***. #5. The queen size bed had the screws stripped and no longer hold together when it was unassembled- this item I did not claim at all. total cost that I am asking to be reimbursed is $*******
  I paid $******** to have the furniture moved. ******* *****.
  I contacted the company and they told me to call Cheryl. Cheryl said she would only reimburse me for $***.
  I am requesting to be compensated for the damage to my furniture in the full amount of $*******

  Business Response

  Date: 16/08/2022

  I am sorry to hear that ********** items were damaged. Adhering to the protection plan the calculated payout was presented to customer. She would like a cash value replacement cost. The terms and conditions of the protection plan are not based on cash value replacement costs.

  My position remains the same.

  Customer Answer

  Date: 17/08/2022

   I am rejecting this response because:

  The Terms and conditions of 2 Burley men says they will cover 60 cents per lb/item or $60 maximum repair per 100 lbs.  

  the weight of the table where the finish got damaged is over 100 lbs = $60

  the weight of the kitchen table that was dropped and needs wood repair is also over 100 lbs = $60

  the weight of the desk is 75 lbs= $45

  the clock radio 2 lbs= $1.20

  the weight of the queen size bed frame that had the screws all stripped and does not go together now is 100 lbs = $60. 

  this totals is $226.20.  

  If we go by the 2 burley men policy and contract that is the minimum they should reimburse me for.  
  
  
  

  
  

  Business Response

  Date: 01/09/2022

  It appears that the customer is calculating on actual weight but calculations are done on volume weight. Volume weight is based on the cubic footage. Simply defined by how much space it takes up in the truck.

  Adhering to the policy the calculations we have submitted are correct.

  Customer Answer

  Date: 04/09/2022

   The response from 2 burley men moving says their calculations are done on volume weight based on the cubic footage.   The contract that I signed notes, "the carriers liability is $0.60 cents per lb/item" not volume item.  

  Additionally, the items damaged are two very large dining room tables, a desk, a queen size bed and a clock radio.  I am very confident that the volume weight would be much greater than what they are offering to pay anyhow. 

  I do not agree with the response from 2 burley men and with to proceed to the next level. 

  
  

• Initial Complaint

  Date:12/08/2022

  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.

  We hired the company for a move from ******** to ******* on July 4, 2022. We were concerned whether we would be able to get everything into one truck, so we sent pictures to the company. We were assured that we should be able to get everything on one truck. The crew loaded boxes first and although they filled the truck, they did not get all the furniture into the truck. If they had gotten all the 'big stuff' (furniture) into the truck, we could have managed the boxes. However, we were forced to hire a second truck which cost us an additional $**** (they gave us 10% off for the second truck). We reached out several times to the company, but they were not willing to offer us any reimbursement.
  
  We feel that the first crew was either inexperienced, incompetent or poorly trained which resulted in us paying for a second truck which should not have had to happen.

  Business Response

  Date: 12/08/2022

  *** ******** is aware that if you had insisted that the boxes be left behind for them to do that is exactly what the crew would do.

  When he sent the furniture being loaded first he should have said something.

  They is no reimbursement other than the discount already provided.

  I apologize that all items of the move needed 2 trucks.

  Customer Answer

  Date: 12/08/2022

   I am rejecting this response because: I have already had this discussion with the company and do not accept their response. To me, I shouldn't have to tell them how to do their job. To me, it is basic practice for moving that you get all the 'big stuff' in the truck and then work boxes around the furniture. The crew they sent loaded boxes first and then couldn't get the furniture in. This seems to be either incompetence or poor training. Either way, the company should take responsibility for our needing a second truck - especially when we were assured that we should be able to get everything onto one truck.