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.

  6107 Norfolk Dr NW Calgary, AB T2K 5J8

• 

  2 Burley Men Moving Ltd.

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

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  2 Burley Men Moving Ltd.

  858 Esquimalt Rd Esquimalt, BC V9A 3M4

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  2 Burley Men Moving Ltd.

  858 Esquimalt Rd Victoria, 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:11/08/2022

  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.

  I was quoted around **. Total cost was over **. The employees arrived several hours later then they said. One employee would not speak, damaged the front door. After loading I was told I would be given an arrival day/time. After 5 day I reached out to them as I had not heard when my items where coming. I was told the following day late afternoon or morning of next day. I waited all night and into the following day, they did not attend. The day after they where expected I reached out and was told late that night. They arrived at 10pm extremely angry that they where there. *** *** ******** *** *** *** ***** *** ** *** ** ********* ** ************* ********* ******* ***** ** ***** ** *** ** *** ********* ***** **** **** **** ** ********** Eventually they left and said that a few items where miss placed and would be delivered soon, and that the china hutch snapped in half and a leg broke. I have reached out to them for over a month now. I have been advised I will receive my items when they have another move in my area. They have no eta of that. I am missing paddle boards, craft items/bins, ceramic pots. I am extremely frustrated that my items are being held and I paid for a service i have not received.

  Business Response

  Date: 12/08/2022

  The quote was based on information provided at time of booking. The estimated weight was 3000 pounds. The actual weight was over 7000 pounds. The pricing was per pound plus all applicable fees. The pricing is correct.

  Customer has been advised that when a truck is going to ****** ***** her items will be delivered.

  I am sorry that we do not have a date as of yet to provide to her.

   I apologize for the rude language in the music and by the one crew member.

  Damages are calculated once a claim has been finalized. 

  Customer Answer

  Date: 12/08/2022

   I am rejecting this response because:
  
  
  I have paid in full and have not been given all my items. My boxes where gone they and they had decided to place items in boxes and re organize them. I did not consent to this. Because of how everything was handled so many items came broken. I watched them just drop the boxes down instead of placing them down. Swing them upside down when carrying them. I advised all items and boxes that I was bringing that’s how I got the quote I explained in detail what I was bringing. It has now been over a month and you have no idea. I paid for a service that I did not receive. The website says no wooden claims, my china hutch is wood there for claim denial. This is beyond unacceptable. 

• Initial Complaint

  Date:11/08/2022

  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 moved on July 23rd 2022 and hired 2 Burley Men to help. They arrived two and a half hours late so by the time they came we had finished almost all of the work (otherwise the uhaul would not have been returned on time). *** ****** *** **** **** **** *** ***** *** *** ******* ************ The movers rushed through the rest of our unpacking and cut our new leather couch and damaged multiple walls (we saw this happen). They charged us a full hour (over $***) even though they were here for only twenty minutes and damaged our stuff. Customer service refused to accept any responsibility for any of this experience despite multiple emails. We did not get anything compensated despite the clear damages. We would have been better off not booking them at all. Very upset with our experience and hoping for some compensation or at least acknowledgement of our experience.

  Business Response

  Date: 11/08/2022

  We apologize that you had uhaul truck deadlines to return the truck, Had you waited for the crew they would have unloaded all for you.

  Since you took it upon yourself to start the unloading  prior to the crew arriving there is nothing we can do regarding that. Our billing is correct.

  As for the damage you submitted it can not be established as the furniture  was not prepared by our company for the uhaul delivery. Pre existing damages are not covered under the protection plan.

• Initial Complaint

  Date:25/07/2022

  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 hired 2 Burley Men for a long haul move with storage. They picked up my goods on April 25 and stored my belongings until July 4. My belongings were to be delivered from storage on July 4. On the morning of July 4, I got a call from the storage facility asking me to help identify my belongings. I was informed that there had been a logistical error and my belongings were spread over several containers and had been mixed up with other loads. When my things were delivered, there was approximately $**** worth of items missing and I was delivered items belonging to someone else. I sent back most of the boxes that did not belong to me but found one additional box after the movers left. The company has made no effort to pick up this box of personal photographs, despite being notified several times that I have it. The company claims that they were unable to locate my missing items and offered me compensation of $*** according to their damaged items policy. I do not believe that this is an adequate offer, as the lost items were the result of negligence on the part of the moving company and was entirely avoidable. They refused to deliver my items without me paying first and would not allow me to visit the storage facility to determine if my items were still there and mixed with other customers. I paid a total of *******. I am seeking compensation for my missing items. To date, I have been able to quantify $**** in missing items, but the actual amount is likely in excess of $****.

  Business Response

  Date: 25/07/2022

  We are sincerely apologetic to the customer and continue to look for the missing items. Once found we will certainly deliver. The protection plan is limited to $0.60 per pound and calculations are based on that policy.

  Although customers confuse insurance policies versus protection plans there is no cash value replacement to a damaged or missing item. We understand that the calculated amount of $****** is much less than what the customer has assigned to her goods. Adhering to the policy the calculated payout is correct.

  We have requested to have the box picked up from the customers residence so that it can be returned to rightful owner.

  Again we express our apologies to the customer.

   

  Customer Answer

  Date: 25/07/2022

  I am rejecting this response because: The response from the business is not adequate. The lost items were entirely avoidable and due to mismanagement on the part of the business. No care was taken to ensure that my items remained together and would be delivered to me. The business would not allow me to identify my items after realizing their mix up and telling me that they could not identify what was mine and what belonged to another move. The company showed absolutely no care for my goods and as such I expect them to make this right. This was an entirely avoidable failure on their end caused by what I was told was a "major logistical error". Based on the additional box that has been in my possession for 3 weeks, I do not believe that they have attempted to locate any of my missing goods.