Complaints
This profile includes complaints for Two Small Men With Big Hearts Moving Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:25/07/2022
Type: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.
Two Small Men with Big Hearts was retained for moving services. In or around June 20, 2022, I provided my credit card and authorization to charge my credit card a $75 deposit fee. On June 26, 2022, the moving occurred. At the end of the move, the movers calculated the moving charge ($518.25 + $77.73 tip) and I paid on-site using a terminal. I have a copy of the invoice which I signed. Following the move, on June 27, 2022, Two Small Men reached out to me to request for my authorization to charge my credit card the remaining balance of $197.75 as their movers did not calculate the fee correctly, which is accurate. I did not provide Two Small Men my authorization to charge my credit card the remaining balance of $197.75 at any point, however, in or around July 15, 2022, they charged my credit card the remaining balance of $197.75 without my authorization or agreement by me. I explained the situation to Two Small Men and informed them again that they did not have my authorization to charge the credit card they had on file for me (for the deposit). I asked if they would consider reversing the charge on this credit card, but they declined to do so.
Business Response
Date: 25/07/2022
I am sorry for any miscommunication. But the office contacted you on multiple occasions to let you know that the crew made a mathematical error and this amount was still owing. You did not respond to any of our correspondence so they processed the amount still owing. You signed off on this when you signed our contract and invoice. If it was the other way around and the crew made a mathematical error and you were over charged are administration would still catch it and reimburse you. So because a tired crew made a mistake and less then 24 hours later our accounting department tried to contact you with no response over days you think it is okay to not pay for the services you received? All because of a mistake?Business Response
Date: 19/08/2022
I am not sure what happened with my pervious response but we would be happy to process the amount that was due for the time that was used on a different card for you and refund the card provided in booking. We strive to provide the best customer service possible. Please call the office so we can further assist you with this request.Customer Answer
Date: 21/08/2022
Complaint: 17620595
Given my experience with your business, I am worried you will not refund my money once I pay (again). I would prefer to first be refunded, invoiced and then I will proceed to pay. If your payment options are not listed on your invoice, please let me know the methods in which I can pay. Thank you kindly.
Sincerely,
****** *****
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