Complaints

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:09/05/2025

  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.

  ******* ****** * * * * * * ** ******* ***
  We have used this mover several times and were satisfied. This time not so much! Damage to every nice piece of furniture we own!
  There offer was $*** not even close to thousands of dollars of damage incurred! This was not accidental, but a complete and total lack of respect for our goods! We are seniors and we carefully selected our furniture for our last move and to be comfortable. Now when we look around at our furniture all we feel like doing is crying.
  We are on fixed income and do not have resources to replace our trashed furniture!

  Customer Answer

  Date: 11/05/2025

  Went to hang our mirror this morning.when I got it out from behind another large picture , I found a chip. Another piece ruined.

  

  Business Response

  Date: 12/05/2025

  Dear Mr. *******

  Thank
  you for bringing your concerns to our attention through the Better Business
  Bureau (BBB). We take customer feedback very seriously and are committed to
  resolving the matter.
  We
  want to assure you that your complaint is currently under review with our team.
  We are actively gathering all relevant information and working diligently to
  address your concerns thoroughly and fairly. We appreciate your patience as we
  work through this process. We expect to provide an update or resolution within
  5 business days. If we require additional information from you to assist in
  resolving the issue, we will reach out directly. If you have any additional
  details or documentation, you would like us to consider, please feel free to
  email us at ****************************  
  
  Thank
  you for your understanding.
  Sincerely,

  

  Business Response

  Date: 12/05/2025

  To whom it may concern.

  I wanted to take a moment and share with you we are in process of trying to resolve with the customer in a manner that is fair. ** ** *** ***** ** ** *** ** *** **** ** *** **** *** ***** ** ***** ** ******* *** ***** ******* 

  Best regards.

  Customer Answer

  Date: 13/05/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  We are really struggling with this last offer of $******* . The lazy boy sofa is older but was in perfect condition before this move. The Table and mirror cannot be repaired. We did not ask for full replacement but would like to be able to at least buy some cheaper replacement items for what can’t be repaired and further funds to repair the items that can be repaired.

  ** ******* ** *** ******** **** ***** ********** *** ** **** *** ******** ** ******* *** when they were actively trying to resolve the situation, their last communication was an offer of $***

  With the statement “ In effort to move forward and to demonstrate our commitment to your satisfaction, we have increased the  amount compensation amount for damages to $**** Please note that this compensation adjustment is an exception and is not indicative of our usual policy, or the terms and agreement structure.  This decision reflects our appreciation of circumstance. As such we believe this to be more then fair and now consider the matter resolved to everyone’s satisfaction. This compensation will serve as full and final payment. We offer compensation by credit card refund which will be sent to our accounting team for processing. Please be advised it can take 3-5 days for bank institutions to process back and reflect on your credit card.”

    This did not sound to us like ongoing attempts to resolve, but a take it or leave it final offer.

       So here we are. Two senior citizens on fixed income without means to replace items that were meant to last us for what years we have left, in this last apartment we intend to live out our lives as we are able to.

    And furthermore, while the offer was not indicative of their normal compensation policy , then is the damage to our goods their normal policy regarding service?

    If the damage was limited to one or two items we would have accepted the *** cent per pound compensation. They carelessly destroyed our property and also damaged both buildings involved in the move. I ** *** **** ** ****** ********** ** **** ***** ***** *** **** * ***** ** **** *** * **** *** ************ **** *** ******** ******* ***** *** *******

    Every time we open or unpack another item we find more damage. * *** **** **** ******** ** ******* *** * **** **** **** **** **** ** ** ** *****

     So we are not accepting the offer of $**** , and we would like to know what options we have, if any.

  Thank you for your interest and support and we will wait for a response .

  Sincerely Richard and Beverley 

  
  
  
  

  

  Business Response

  Date: 14/05/2025

  Hello Mr. *******
  
  I’m very sorry about this situation we find ourselves in.
  It’s 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 of all details to
  decide what the right course of action is.
  
  Upon review
  of your file, we see that appropriate claims protocol was followed and is in
  alignment with federal legislation for resolution. Specifically, we see that.
  - Compensation based on the coverage option chosen was provided.
  - To be further amicable we increased the amount in Good faith as gesture to be further amicable to the concerns as described. Which was over and beyond the coverage level chosen.
  - Apology was given, as appropriate, for the perceived lack of service encountered.
  
  Nonetheless, we regret to hear that our
  previous attempts to resolve this issue have not met your expectations. Please
  know we do deeply value your feedback and are making every attempt
  to address the matter to your satisfaction. With that and after
  careful consideration,
  to demonstrate our commitment to resolving this amicably, we will be offering a
  complete refund of the move service to address this further.  We believe this is a fair and reasonable
  resolution given the circumstances and while we understand your perspective, we
  must clarify that this will be our final offer. Unfortunately, we are unable to
  meet any additional demands you may have. We strive to ensure a positive
  experience for all our customers, but we must also maintain consistency and
  fairness in how we handle such situations. We hope this resolution brings
  closure to this matter. If you choose to accept the refund, please let us know
  at your earliest convenience, and we will process it promptly.
  
  Thank you for allowing us the opportunity
  to address your concerns further. We sincerely hope to continue serving you in
  the future.

  Customer Answer

  Date: 14/05/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID *********
  
  
  
  Sincerely,
  
  
  
  Richard ******

• Initial Complaint

  Date:05/07/2024

  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.

  *******We signed with Two small men movers to move our contents from *** **** *** ****** to ** ******** **** ** ******* on June 19th. This company had previously moved us in the same size vehicle with the same amount of men in 2021. That move was accomplished in 5 hours at a cost of $****** total.
  This time the estimate provided was between 7 and 9 hours. The movers could not get all of our stuff into the truck even though it was the same contents and same truck. This caused them to make two trips. The lead person said he would reduce our hours because of this. They also could not fit a sofa into the elevator which is the same elevator that the last movers used to move that exact same sofa. Their solution was to dolly the sofa down a hallway and carry it down two flights of stairs, dolly it to the exit and then for some reason try to dolly a 6 foot sofa down a special needs ramp with several switch backs, (did not work) instead of using the truck supplied ramp directly into the truck. These two actions, the sofa and the extra trip resulted in at least 3 hour delay.
  Our final charge was $******* which we thought to be high as our last move was under $*******. We thought $**** to $**** to be acceptable. They then sent us a bill for the remainer to total $*******! **** ****** ******** ******* ** ***** ****** ** ****. We have explained our position as to why the cost should be lowered and they have adjusted the invoice to $*******
  Although we believe we have overpaid for the reasons outlined above we would be willing to conclude this complaint if they accept what we originally paid which was $*******.
  Further documents included.
  **** ****** * * ******** **** ******* *** *** ***** *** * *** *** **** 

  

  Business Response

  Date: 08/07/2024

  We
  have reviewed your recent communications regarding billing concerns and
  efficiency. We understand that you are feeling frustrated and appreciate this does not
  yield the results you desire. We see it has been explained that year 2021 to 2024 there
  has been rate changes, since your last move, which of course will impact. We do our best to avoid rate changes and could no
  longer prolong the inevitable. I am sure it can be understood, all industries have been impacted.

  
  We would like to reiterate that our
  actions for resolution are in strict accordance with the terms and conditions
  outlined in the contractual agreement that was agreed to before the service
  commenced. None the less, we have again thoroughly reviewed our obligations
  under the contract and can confirm that we have met all agreed-upon terms. The
  settlement offered is aligned with the parameters defined in our contract.

  
  We see the account is currently in
  breach of contract as payment in full is due upon the completion of services
  rendered. We of course are being amicable and see it was agreed to increase the
  amount per your request to settle the matter. To which has now been rescinded on
  through BBB and further compensation is now being requested. The original
  requested settlement offered at your requested amount is over and beyond the
  parameters defined in our contract and we are happy to provide it to resolve
  the matter.  The now additional funds requested
  for settlement is not available.  Again,
  the settlement agreed to is now over and beyond the parameters defined in our
  contractual agreement.

  
  Regards.

  

  Business Response

  Date: 16/07/2024

  We would like to reiterate that our actions for resolution are in strict accordance with the terms and conditions outlined in the contractual agreement that was agreed to before the service commenced and each outlined concern has been addressed as appropriate to the circumstance.

  • We have shared the agreed to move parameters.
  • The customer disputes costs and rates from 2021. Unfortunately, rates change. There is nothing more that can be done with respect to this.
  • We explained and addressed the math error on the original invoice.
  • We apologized for the math error confusion. Have explained what occurred.
  • Additionally, the compensation being provided was not deducted as customer indicated the crew was going to do however is being addressed through our after-service process.
  • We shared the revised invoice that also shows the service claim being deducted.
  • Customer was estimated 7-9/hrs plus 1.5/hrs Travel = 10.5/hrs
  • We were 15min over estimated parameters. Which was compensated for at 1/hr to address the overestimate and efficiency concerns as described.
  • It is important to remember that an estimate is just that and is not guaranteed.
  • We provided explanation for why the crews moved items in the manner they did, apologized for it not meeting customer expectations.
  • We increased compensation at the requested amount of the customer. To move forward.

  The confusion as far as I understand is with the original billing error, which as stated above was in fact addressed in the revised invoice sent to them.  We empathize that the customer feels they paid $*** more then they should have, however the estimate clearly outlines the expectations agreed to. To address, compensation has been offered as appropriate to the circumstance and the invoice has been rectified to reflect properly.

  With respect to Communication. We have been transparent from beginning to end.

   

   

  Kindest regards.

   

  ****** *

  Customer Answer

  Date: 17/07/2024

  copied is the last correspondence from the mover with our responses following each sentence.

  The customer disputes costs and rates from 2021. Unfortunately, rates change. There is nothing more that can be done with respect to this.

  THIS CUSTOMER PAID 110% OR MORE THAN DOUBLE THE RATE CHARGED BY THIS SAME COMPANY IN 2021 TO MOVE THE EXACT SAME AMOUTN OF ITEMS. RATES DO NOT CHANGE THAT MUCH.

  We increased compensation at the requested amount of the customer. To move forward.

  THE BUSINESS INCREASED COMPENSATION BY ALL OF $***** WHILE WE WERE LOOKING FOR A MORE AMICABLE SETTLEMENT THAT REFLECTED OUR DOCUMENTED CONCERNS.

• Initial Complaint

  Date:02/02/2023

  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.

  July 20, 2022 (date of move)/ date of occurrence: December 23, 2022 Amount Paid: ~$**** for moving, plus $****** in storage fees between July 2022- December 23, 2022
  When I booked the move and storage unit, TSM failed to provide adequate information regarding the storage unit and failed to inform me that the storage unit was a) located outdoors and b) a Big Steel Box shipping container.
  On July 20, 2022 TSM was hired to facilitate a move from my residence. The movers failed to complete the move in a timely and efficient manner, and were not attentive (neglected to wrap the items at all/ appropriately) causing damages to my valuables. When I accessed the storage unit on December 23rd, 2022 for the first time I noted that it was inaccessible due to being tightly packed and had not been organized in a manner that would decrease risk of damage to my valuables. When I brought the concern to TSM's attention, I was redirected to 4 different staff members and almost a month passed without direction from them. During this time, they continued to charge me storage fees. It was not until January 13, 2023 when the Senior Service Manager contacted me via text/ phone and offered a damages assessment and to replace the items at replacement value. TSM refused to accept accountability for the moving services and only offered a refund on 2 months storage fees ** ********** *** *** ******* ******* When I declined this offer and requested that half of the fees spent on moving services be reimbursed, TSM threatened to disengage from communications and advised that they would direct me to the court system. In their communications, TSM provided me with 2 different versions of a storage contract and insisted that this was valid despite the forms not being signed and submitted by me. TSM refused to accept accountability for failing to fulfil their contractual obligations and ensuring that this document was on file- twice. They have refused to engage in conversation regarding the issues pertaining to the moving services and have refused to provide reimbursement for same.

  

  Business Response

  Date: 02/02/2023

  Thank you for your
  response. I am not going to go into depth with you on your refute of our
  contract as this is better to direct to your own legal counsel to clarify the
  legal terminology and obligations between yourself and our company. Your response to Leanne regarding that you were having
  difficulties printing the agreement acknowledges your receipt of the Storage
  Agreement and terms, while calling in to provide your credit card details to
  follow that conversation constitutes an acceptance of these terms. 
  
  Our team only records
  conversations through our main booking line, as such the conversations with
  myself and Sam were not recorded as these were direct calls on our cell phones.
  Our company does not offer ANY heated storage in Winnipeg and as Sam had a long
  tenancy in his role at TSM prior to his departure, it is difficult for me to
  understand why heated storage would have been mentioned by him given this is
  not an option for us.
  
  This is why when dealing
  with claims we communicate via email to ensure there is no misunderstanding or
  details missed, per the protocol Pooja was following prior to our
  conversation. I advised on our call that Alex seemed to suggest we offer
  replacement during your onsite conversation with him, however this is not our
  policy (per both our storage terms and our moving terms) that we would review
  and assess the damages per your selected insurance policy from the move and
  work with you on a solution once we have the total scope.
  
  You are correct that while
  moving services and storage services are separate, we are adhering to the
  moving insurance that was offered for when damages happen during the move. As a
  result TSM is your "insurer" for your items during the time in
  storage, and as such we insure items at $****/lb/item which was signed and
  accepted by yourself on the Bill of Lading from your move.
  
  TSM must be the first
  moving company to sort through your items and determine damage before we can
  allow another company to handle the goods. As soon as another party accesses
  the storage facility, TSM no longer accepts liability and the ownness for
  damages you find upon delivery to your final location, would be placed upon the
  company you choose to deliver. There is an opportunity for damage to be caused
  by the other parties during the loading, transport and delivery to the final
  location. Therefore, we cannot allow another company to move the items prior to
  our damage assessment, nor do we accept your request to compensate the other
  company for the final move. 
  
  Our team can assess
  damages and work with you on adequate compensation for repairs/recovery and
  make a final delivery to a new storage facility or your final destination at no
  additional cost, however, will part ways after that. Any moving services
  handled by another company will not be our responsibility nor are any damages
  under our liability once we have completed delivery and left the premises. I understand that the scope of the damages may be
  much greater than what our outlined insurance coverage will provide, and in
  return we are willing to work with you on the final settlement to ensure fair
  compensation for the damage to go over and above these obligations.
  
  To be able to understand
  the scope of damage and present you with an offer, we need to get our crews out
  to the unit to begin the assessment before I can further speak to compensation
  and will not be able to address this until I have all of the photos and
  documentation from the damage assessment. We will take responsibility for the
  damages and transfer of items to new storage facility or final location by our
  team, however, are not accepting to cover your final load out by another
  company as you would have needed to hire movers to complete this service
  whether these damages occurred or not. 
  
  To recap the total offer:
  
  2 Month's Retroactive
  Compensation for Storage Fees (January's mis-payment has also been reversed)
  Damages Reviewed and
  Settled at discretion of management once full scope has been assessed.
  Insurance coverage is $****/lb/item however the extent of the total damage
  assessment will allow us to consider exceptions and propose a more fair
  settlement. We are willing to work with you on this part of the compensation.
  Complimentary moving
  services by a TSM crew to place items in new storage facility or take to your
  final delivery location (no compensation provided should another company handle
  final delivery).
  
  Please
  let me know the date we can have yourself and the crews return to complete the
  damage assessment and the location for us to move your items into. We will move
  forward from there with our conversation around damages and the final settlement
  relating to those. Should we still have an impasse regarding the total damages
  awarded following our negotiation, I will direct you to legal resources. Our
  team has been more than willing to provide an adequate solution to resolve each
  of these issues and as such we stand firm on this offer proposed

  Customer Answer

  Date: 02/02/2023

   
  
  Complaint: ********
   
  
  I am rejecting this response because Two Small Men with Big Hearts has evaded conversations regarding the issues with their services, namely the moving services issues and is forcing a settlement offer that is in their best interest, not mine. I have brought forward my concerns re same and have provided sufficient information to move towards a fair settlement. TSM has still not provided rationale as to why they will not reimburse me for at least half of the moving services when I have made it clear that their service was substandard and did not meet industry standards. They have not been willing to negotiate on refunding the moving services and they have refused to engage in conversation re same and accept any accountability for the lack of quality service. 

  Furthermore, I advised Andrea during our phone call on January 13, 2023 that my intention was to remove all items from storage by the end of December 2022 however the issue regarding the investigation of damages etc. has delayed this. As part of her offer, she has indicated that TSM will provide a "complimentary" moving crew but are not willing to cover part of these expenses and that this will be my responsibility. It was never my intention to keep the items in storage this long, and I do not want to move them from one storage unit to the other as this will only increase the risk of damage, which TSM has stated they will not be liable for. This is only going to increase storage fees that I do not need to pay for. It is not clear why TSM continues to present a "complimentary" moving crew as part of their settlement offer, but is unwilling to reimburse half of the moving expenses that I have requested. I strongly feel that they are forcing upon an option that is in their best interest, not mine. I did not

  I requested information that Andrea still has not sent to me, and she has provided inaccurate information or has failed to provide proof for the information that she has presented. For example, she has indicated that I provided my payment information over the phone when I advised that my telephone records do not show any calls with TSM after the move on July 20, 2022. 

  Furthermore, there are still a few items that were agreed upon during our phone conversation, however Andrea has not put this forth in our written communications. Andrea confirmed during our call that the TSM team would investigate the sofa/ loveseat sectional that was moved from TSM's storage to ********* ****** on December 23rd, 2022. During the conversation, I informed Andrea that this item was moved erroneously and had occurred due to the lack of organization and the unit being extremely packed. Andrea confirmed that this item would be factored into the assessment. It was also confirmed that any items that were unaccounted for or missing would be factored into the assessment. As I mentioned in a previous email, the movers failed to keep parts together. 

  
  
  
  Sincerely,
  
  
  
  Melissa ********

  

  Business Response

  Date: 03/02/2023

  Two Small Men has in fact been working diligently toward
  resolution and every concern has been addressed. We are going over and beyond
  the Contractual obligations to provide an adequate solution.
  To recap the total offer:
  2 Month's Retroactive Compensation for Storage Fees (January's mis-payment has also been reversed)
  Damages Reviewed and Settled at discretion of management once full scope has been assessed. Insurance coverage is $****/lb/item however the extent of the total damage assessment will allow us to consider exceptions and propose a fairer settlement. We are willing to work with you on this part of the compensation.
  Complimentary moving services by a TSM crew to place items in new storage facility or take to your final delivery location (** ************ ******** ****** ******* ******* ****** ***** ********). Which is reasonable as we would lose care and control.
  To move forward. Please contact and provide a date we can have yourself and the crews return to complete the damage assessment. Please also provide the location for TSM to move your items into.
  We will move forward from there with our conversation around
  damages and the final settlement relating to those.
  
  Should we still have an impasse regarding the total
  damages awarded following our negotiation, nothing further can be done, and we direct
  you to legal resources.
  

  Customer Answer

  Date: 03/02/2023

   
  
  Complaint: ********

  My response to the points below are as follows: 

  Two Small Men has in fact been working diligently toward resolution and every concern has been addressed. We are going over and beyond the Contractual obligations to provide an adequate solution.
  In regards to the above, I disagree. TSM has not been flexible in their negotiations and resolutions and they have dismissed the points that I have brought forward, and continue to propose the same offer which I have been declining. This demonstrates that they are not working diligently toward every resolution and concern addressed. This demonstrates that they are unwilling to accept accountability and unwilling to work towards a resolution that meets the customers needs and best interests. As indicated above, TSM wants to provide an "adequate" solution, not the best or most fair solution. TSM has continuously threatened to disengage from the process and "direct to legal resources" ** ***** **** * **** **** **** *** ******** ** ***** ***** ****** 

  To recap the total offer:
  2 Month's Retroactive Compensation for Storage Fees (January's mid-payment has also been reversed):The storage fees are roughly $******/ month, and fees are calculated separately and differently from moving service fees. A total compensation of $*** is much less than half of what I spent on moving services alone. From my perspective a compensation of $*** is not fair or reasonable and does not compensate for the service issues that I have experienced. I have identified issues with the moving services, and I should be compensated for these fees not fees incurred from storage. I have repeatedly identified the differences between the storage services and the moving services, and TSM continues to intertwine the two for their own benefit and to avoid paying a fair and reasonable compensation. 

  Damages Reviewed and Settled at discretion of management once full scope has been assessed. Insurance coverage is $****/lb/item however the extent of the total damage assessment will allow us to consider exceptions and propose a fairer settlement. We are willing to work with you on this part of the compensation.
  Complimentary moving services by a TSM crew to place items in new storage facility or take to your final delivery location (no compensation provided should another company handle final delivery). Which is reasonable as we would lose care and control.
  To move forward. Please contact and provide a date we can have yourself and the crews return to complete the damage assessment. Please also provide the location for TSM to move your items into.
  In regards to the above, I mentioned in my previous response that I wanted written confirmation that TSM would complete the damages assessment of the sofa/ loveseat that was previously stored with TSM. They have not provided a response, which is concerning and demonstrates that they are certainly not trying to work diligently towards resolving this matter. I am not prepared to a) pay for the additional fees that TSM is unwilling to cover to have another moving crew handle my items. I would not require a move from storage unit to storage unit had my items not been damaged. This only increases the risk of my items being damaged again, and as TSM indicated, they would not be liable. I do not feel that I should be forced into moving my items from one storage unit to another, or having to deal with another moving company. I am not prepared to proceed with this route, as I no longer want my items in storage. TSM needs to understand that and they need to work with me to address this concern. There is still no response as to if TSM is willing to provide a "complimentary" moving crew to have my items moved from their storage unit to another storage unit, why is there so much resistance to reimburse me for half of the moving expenses I already incurred? This seems rather unreasonable. Once again, I feel that they are forcing upon resolutions that do not help me with the situation that was created by the issues that they caused. I do not need my items sent to another storage unit, and this will only be more costly. 

  Should we still have an impasse regarding the total damages awarded following our negotiation, nothing further can be done, and we direct you to legal resources.

  
  
  
  Sincerely,
  
  
  
  Melissa ********