Two Small Men With Big Hearts Moving’s earns a 2.0-star rating from 1 reviews and 28 complaints, showing that the majority of customers are somewhat dissatisfied with moving experience.
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This company S*cks!
I booked a 5 ton truck for my move a week before the move. I called the day before the move to confirm that a 5 ton truck would be showing up to move me, the woman on the phone assured me it would be there. They showed up an hour late, with a 2 ton truck. I said, what the heck, where is my 5 ton that I booked, the guys said, we don't know they just tell us where to go and we go. So I called the office, the woman told me that was the only truck available. I asked what happened to the 5 ton truck that I booked, she said, there was nothing in her notes to say I wanted a 5 ton truck. I tried to argue with her and she said, well you know, we aren't the only movers in the book; why don't you just have someone else move you and hung up on me. Then she called her drivers and told them to leave. I had to call her back to get the men to return with my elevator keys, she sent them back, I asked them what was up, they said, she called and told them under no circumstances were they to move me.
So there I sat with my apartment all packed up and no truck to move. I called Top Movers and luckily they had a truck available and they sent it right over.
I would suggest that no one ever used Two small men with big trucks... they suck.
Dispute in Moving Charges
The company has our things in storage and we cannot get it out cause they want to charge the estimate price not the real weight. Also it has been a night mare right from the start .
Who do we talk to where do we go?
Linda and wilf sagel
the person whom owns two small men is jeff green he and his wife cheri have a beatiful house in schonberg ontario they are the one whom own two small men the company is run by ex cons and drunks as well as drug addicts and they also steal from their customers but you did sign a contract releasing your goods to them so it is a catch 22 you need to file with the bbb as well as call the ontario provincial police or the rcmp and file a theft by conversion charge
Fraud and cheating!
I contacted ‘Two Men with Big Hearts’ Moving Company on Wednesday, June 27th, 2007. I spoke with a man named Jon Willoughby at the Toronto office. His contact number was [protected]. I explained to him that we were moving from Hamilton, Ontario to Slave Lake Alberta on July 23rd and we needed a quote for approximately 2000 lbs. of our belongings. He emailed me a quote on the same day. I told him that I was surprised because it was about $1000 less than all the other quotes I had received. He told me that we would have to ship our things by the 11th to receive them by the 25th in Alberta. (This was the day we took possession of our new home in Slave Lake). I let him know that we were waiting for a couple more quotes and I would call him when I knew which company we would be hiring to move us. The other quotes were also approximately $1000 more than the Two Small Men quotes. So, on Wednesday, July 4th, 2007 I called Jon Willoughby at Two Small Men with Big Hearts and asked him if we still had time to book them to move us. He said we did. I reminded him that we’d like our belongings to arrive as close to the 25th as possible. He said that was fine. He told me that the movers would arrive on July 11th, 2007 between 2-4 pm. He asked for my credit card # to confirm the booking with a down payment. I gave him my Credit Card #.
We started packing. My husband took 2 days off work, I switched my shift and stayed up to 5 am on July 11th, 2007 so that we would have everything packed and ready for the movers. On July 11th, 2007 I waited till 3:45pm and when the movers still hadn’t shown up, I called the above number and spoke with the receptionist. She stated that the movers were on their way, they were just a little late. I waited till 4:15 pm and called again. At that point she put me through to a man named Richard who apparently was in charge of coordinating the moving vans. He told me he had no record of our move and movers were not on their way. I explained to him that I spoke with Jon on July 4th, he gave me this pick up date and he took my credit card # for the down payment to confirm the booking. He asked me to send him Jon’s original quote, which I emailed to him that evening. He didn’t actually seem too concerned, told us that this happens sometimes, and wanted us to wait until Sunday, July 15th for the pick up. We explained that we have 2 small children and that the boxes were very dangerous for them and we’d like them cleared out as soon as possible and we did have a confirmed pick up date of the 11th. He told us then that the movers would come after 1pm on the following day, the 12th.
The movers did not come on Thursday, nor did they call us to explain. We tried to contact someone at the above number but we were always put through to the voice mail. We left numerous messages and did not receive a response. The last message I left on Thursday evening at approximately 8:45 pm stated that ‘as you may imagine, this is a pretty major move for us and we are becoming very nervous and I need you to tell me exactly when your company will be here to pick up our things. Please call me back.’
The next day, on Friday July 13th, 2007 I waited till approximately 1:30 pm and when I received no phone call, I called the above number again. I spoke to Richard. When I asked him when the movers would be coming, he seemed surprised that our things had yet not been put on the truck. He told me that he would look into it and call me back. I told him that I had to leave for work at 3:15 pm and I practically begged him to get back to me ASAP. At this point I was becoming very stressed out, frustrated and angry. I left for work without a returned call. While I was at work, my husband called me to tell me that he finally got through to Richard at Two Small Men with Big Hearts and was told that one of their drivers was coming into Hamilton anyway to pick up some of his personal belongings so he’ll swing by and get our stuff when he gets a minute!
I returned home at 8:45 pm and our things had still not been picked up. I went onto the computer and searched for the Two Small Men with Big Hearts Head Office Contact number so I could talk to whoever was in charge, hoping to get some action. When the search results came up all that I saw were people registering complaints about the company. Many with stories very similar to ours: People choosing Two Small Men because they were so much cheaper than the other companies, then experiencing delays in pick ups, damaged goods, stolen/missing boxes and just very poor customer service. Many stated that after they waited a week for the pick up and eventually went with another company, they did not receive their down payment back. I became very relieved that we hadn’t put any of our belongings on their truck as it appeared that they were illegitimate and immediately called my credit card company to make sure that my card wasn’t charged. Almost immediately after ending my phone call withmy credit card company, at approximately 9:30 pm, I received a call from Richie the mover from Two Small Men with Big Hearts. He told me that he was done picking up his things and he was swinging by to get our stuff. I let him know that we had decided not to go with Two Small Men and his exact words were ‘ I don’t blame you, these guys are chumps’ ! He advised me to leave a message right away and tell Jon/Richard that I was canceling the service so they didn’t charge my card and that he would follow up with them on Monday. I called the [protected] number and left a message with my name, address and phone number. I told them after 3 days of waiting for the movers to arrive, poor customer service and endless frustration we had decided to cancel their service. I told them that I had spoken with my credit card company and that the down payment had not yet been charged and if it did post, I would dispute the charge. I advised them to cancel the charge. I also told them that they should be more considerate with their customers because these are their lives that they are fooling around with. I told them to contact me if they had any questions/concerns regarding our cancellation. I never heard from them again. We hired another moving company which informed us that legitimate moving companies do not charge a down payment and only require payment upon delivery via a bank draft or certified cheque. Now I know...
On July 24th, I called my credit card company to obtain my balance and discovered that the charges had posted. I explained to the customer service agent that I had to pay the charge because my debt had to be at zero for us to take possession of our new home in Alberta, however I did not agree with the charge and wanted to dispute it. He told me that he’d send me the forms, so now I'm in the process of disputing the charges on my credit card for a service not rendered.
Now that we are settled in our new home, I will be reporting this company to the Better Business Bureau. I have no idea how they are still in business.
Hi
My mom is in the middle of a terrible moving experience with Two Small Men. I am waiting for her things to be delivered before writing of her experience, but it sounds much like everyone else's--no show on the packing day, rude, numerous unreturned phone calls, and they are already more than 2 weeks late to deliver and won't return her calls to confirm when it will be delivered! I cannot believe this company is still in business. Initially, I thought they were trying to take advantage of her--she is elderly and in a wheelchair... but now I see it is their customers in general they take advantage of!
Did the woman who wrote the above complaint get anywhere with the Better Business Bureau or her credit card company? I am considering trying to get my Mom's money back...but it will depend on the language of her contract with them. Not holding my breath on that one, but will definitely get her story out there once it is complete.
If anyone wants to contact me regarding this company and anything that can be done to get returned money or lodging a formal complaint, please do: s_retzer@yahoo.com
Poor service!
I gave them $1,000.00 deposit in Oct 06 for move in June 07. April 07 they refused to return phone calls so I canceled. They have now had my deposit for almost a year and still refuse to refund it.
If you have had problems with this firm contact me at [protected]@telus.net and perhaps together we can do something other than complain.
I have used Two Small Men With Big Hearts Moving five times over the last ten years.I have always been compleatly satisfied, and would recomend them
Booked June 15 to move July 9. They showed up 1 day later. Took 3 men 6 hrs. to load a 2 bedroom bungalow. They didn't take everything - we had to leave behind many items of sentimental value. It was summer when we left Ont. & its now fall in Nova Scotia. We need our warm clothing. Every time we've called, it has been a different excuse. After reading the above "horror stories", we cringe to think what shape our precious household items will be in. Please, please, please don't book with this company - you'll only suffer grief & lose weight like I have & have sleepless nights!
The sales rep who came to give the estimate said he was the owner. I found out later that was a lie. They showed up at 5:00pm instead of in the morning. I tried all day without success to get hold of someone. My household goods went from Toronto to Ottawa to Winnipeg. (final destination) The woman loading the truck with her husband, dropped my box of china (oops, sorry!) My computer stand was crushed beyond recognition. They broke a mirror and a lot of dishes. She smoked in my home. They charged me 3 times for elevator usage. When I asked I was told I shouldn't have been charged at all, and was eventually reimbursed for the 3 elevator charges and they paid for a new computer stand, but only after weeks of calls and I had to go pick up the cheque myself. I had been told the cheque was in the mail. A blatant lie! I would NEVER use them again.
I wish I had read all of these comments before I hired TSM Moving Ltd. (Total Service Moving), also known as "Two Small Men With Big Hearts Moving".
TSM Movers Ltd.:
- Improperly explained and misrepresented their insurance policies before the move began
- Almost completely destroyed our downstairs stairwell while moving a couch
- Damaged a number of furniture items
- Overcharged by several hours (i.e. charged when no work was being done)
- Movers exhibited unprofessional, unethical behavior
- Office agreed to accept complaint, but later lied and said I had submitted my complaint too late
Have you seen their BBB rap sheet? http://www.bbb.org/calgary/business-reviews/moving-and-storage-companies/tsm-total-service-moving-in-calgary-ab-36439
Avoid at ALL costs!
Yep James, you are correct, but never the less, this company is bad!
BEWARE of these clowns, you will not even see it coming...
Re. Two Small Men with Big Hearts Moving - NEVER USE THIS COMPANY !
I, and my friends - a couple - moved in August using this company. We moved a week apart into a house that we share in Toronto. Apart from various horrors like turning up late, inexperienced staff, damaging a piano, not being able to fit a third of my friends' goods on the truck, I found out a week ago that the company double-billed all of us for the balance of each of our moving bills. I went to the company's office last week and confronted the accounting person, Julie Blake. After an hour and a half on the phone with MasterCard, TD Bank and MasterCard again I got my money back plus saw what their scam is.
It boils down to a loophole that they are taking advantage of. The moving company has something called a TD Freedom 4 terminal which they use to post all their credit card sales to their TD bank.
The day after my move, they put through the balance owing on my move through their Freedom 4 terminal to TD and ultimately to MasterCard. This is all clearly recorded on their credit card sales printouts for each day. However, the day of the move, one of the men who moved me had me sign a credit card slip for the balance, he then phoned in for an authorisation number. That should have been that and then the credit card slip should be posted the next day as they did. But, I found out that there are two different telephone numbers that can be used to get an authorisation number.
If you have the Freedom 4 terminal you are supposed to use one number that gives you authorisation only. If you use the other number, it will give you authorisation PLUS it puts the request through as a billing. The movers were using the "wrong" number so that a billing would go through in a way that doesn't show up on the regular posting records for the next day. Thus, the company can say to me - which they did - look, there is no record of a second billing...you have to go back to the credit card company and sort it out. Then they have that 35 - to 60 days to hang onto your money until things get "sorted" in a credit card company disput process. Or, some people might not check their account closely and never see the double billing.
My friends got their money back this week. I think that this was only because of our connection as friends and Julie's fear that I realized what they are up to. She is probably hoping that we're off her back!
I did report all of this to MasterCard security.
Ken your a dumb ### - yes www.moving.ca is the companies web site, hence why it is under "Company Information", the post however is by Jack Devitt and his email is hidden for privacy.
This person is nothing but crazy. Look at the e-mail link they put on here
moving.ca like we are a bunch of ###.
PEOPLE...moving.ca is the ontario websight these people. if you do the www.moving.ca it will take you to there websight and you will then see that this was posted by the owner himself.
I thought i seen things in my life, but this company is crazy.
Damaged furniture
When the movers showed up at my house, March 3 2007, I asked them to carry my entertainment unit together since it was on the large side & was a bit fragile. They were cooperative & respectful when loading it into the back of the truck. However, once we arrived at my new home, they received a phone call from their office advising they were required to complete another move after they were done mine. As a result, they started rushing & quite honestly got quite rude about being pressed for time. (Like that's my problem!) One of the movers decided to hurry things up by carrying my entertainment unit on his own. As a result, he lost his grip & dropped my unit down a few stairs. It's damaged to the point that it cannot serve it's purpose in my home. It's completely scraped up & the doors snapped off. I sent in a complaint along with a copy of my receipt since the unit was less than 1 year old. I guess I'm a bit naive because I fully expected to get a cheque in the mail to cover the damage. So when I received a letter back a week later stating "Due to the fact that the unit was not made of 100% wood, the damage is not covered & they won't pay for the damage," I was quite shocked. I couldn't believe the response! They rushed, they dropped it when I'd previously cautioned, but it's my fault they dropped it because it's not 100% wood. They'd be better off to pay out for the damage than suffer the loss that my negative experience will cause since I'm telling this to everyone I know! Don't EVER give your business to 2 Small Men with Big Hearts Moving. You're just asking to get screwed over.
I wish I had read all of these comments before I hired TSM Moving Ltd. (Total Service Moving), also known as "Two Small Men With Big Hearts Moving".
TSM Movers Ltd.:
- Improperly explained and misrepresented their insurance policies before the move began
- Almost completely destroyed our downstairs stairwell while moving a couch
- Damaged a number of furniture items
- Overcharged by several hours (i.e. charged when no work was being done)
- Movers exhibited unprofessional, unethical behavior
- Office agreed to accept complaint, but later lied and said I had submitted my complaint too late
Have you seen their BBB rap sheet? http://www.bbb.org/calgary/business-reviews/moving-and-storage-companies/tsm-total-service-moving-in-calgary-ab-36439
Avoid at ALL costs!
have a lawyer fax a letter to their office, thats the way they operate.
until you call them out, they will screw you over cause that how they play the game there.
ask to speak to the owner too, not one of the idiots who answer the phone.
just my $0.02
Job not completed, phone calls not returned
The owner of this branch quoted me a flat rate price for my move. By the time their hourly rate of six hours was up however, so were they. Two pick-up loads of my things were left at my former residence and whatever was in their truck at leaving time was dropped off into my carport. The liner of my swimming pool was caught in the pull down door of the truck and ripped as it caught each and every screw in the roll track. My buffet and antique wardrobe were both damaged. My queen size mattress was dragged across a floor made filthy by their muddy shoes, and left very stained. I have called the company four times since my March 1st move, and am always told that the owner will come out this week. No one returns calls or shows up and I do believe that to practice business like this they should consider a name change. Four lazy guys with no heart is much more suitable.I am a single working mother of two small children who moved into subsidized housing, and got ripped off in the process! Stay clear of this company!
Stay away from this bad movers!
Here are the two letters that we have written to the company that will explain my move. And we still have not heard anything back from the company.
Attn: Two Small Men with Big Hearts Moving Company
To Whom It May Concern:
I am writing this letter to express my frustration and dissatisfaction with your moving company. My boyfriend and I used your service to move his household contents and furniture from Calgary to Kelowna this weekend. Allow me to go into detail of the accounts that occurred this weekend that lead to my frustration.
My boyfriend used the online booking service for a moving truck about 3 – 4 weeks prior to his move out date. The move was scheduled for Wednesday October 25, 2006, and coordinated through a man named Tom. Tom told my boyfriend that the movers would be there for Wednesday, and confirmed the address, location, and other minor specifics that came along with the move. Wednesday came, and no movers. On Wednesday at 5:00pm, my boyfriend called the dispatch to see what was going on. No one would tell him anything. He requested to talk to Tom, and was told that Tom was out of the office and wouldn’t be back until tomorrow. The person that my boyfriend was talking to gave him the driver’s cell phone number to call directly and find out where the driver is. The first question I have is: Isn’t this the responsibility of the company to contact the driver and find out where he is, not the customer? He called the driver and did not receive an answer.
Later on Wednesday night, my boyfriend called into the main office to see if there had been any word on whether or not the movers were coming. He was told the driver was in Fort McMurray and was driving all night to be in Calgary for the next day, and that the movers would be here on Thursday. My boyfriend was relieved to hear that someone would be at the house to move him the next day. Thursday came, and again no movers had arrived. My boyfriend is an extremely patient man, but his frustration was beginning to show. Finally, the driver returned my boyfriend’s call, and informed him that he was still in Fort McMurray, and that he wouldn’t be in Calgary until Friday. Apparently, there were some problems with the truck, which delayed the trip. My boyfriend was thankful to hear the update, but his main concern was that he had to be moved by the weekend. He was assured that he would be moved out on Friday.
Friday came and again, no movers. The driver had called my boyfriend to let him know that his truck had broken down, and that he wouldn’t be able to have us moved until Monday. This wouldn’t do, as there were other scheduling concerns that couldn’t be put off anymore; however, my boyfriend understood that stuff happens beyond his control. He was told that the movers would be at the house on Saturday. They were sending a team from Pembroke, BC to come out to Calgary and they were enroute.
Saturday came no movers. Somehow, this seems to be a consistent issue with your company.
On Saturday, my boyfriend called again into dispatch, and talked to a gentleman named Ray. Ray has so far been the most helpful person throughout this whole ordeal. Ray said that the team had left and was supposed to be in Calgary soon. Great. Soon after my boyfriend talked with Ray, he received a call from the new drivers. Apparently, they had hit a deer on their way to Calgary, and Vehicle Inspection wouldn’t allow them to drive with a damaged headlamp. Understandable. The drivers told my boyfriend that they would be there first thing Sunday morning at 9:00am.
At this point I would like to address another customer service issue of the events that had occurred as described:
Why is it the responsibility of the customer to find out where the moving driver is and when they will be there? Should this not be the responsibility of the moving company to inform their customers of any changes, issues, or concerns that would affect their move?
Unfortunately, my boyfriend couldn’t put off anymore days to stay in Calgary to observe the move, and had to leave for Kelowna in the morning. He asked me to stay in Calgary, and sign the release of the furniture, and do some last minute clean-up for the house, including shampooing the carpets and minor details. He was assured the movers would be at the house by 9:00am.
At 1:00pm on Sunday afternoon, the movers FINALLY showed up.
I met with the movers, Al and Charlie. I showed Charlie around the house and what needed to be moved. While I was showing Charlie around the house, he made some personal comments that made me feel uncomfortable as a customer. He is moving the furniture of my boyfriend, and I found it uncomfortable for him to inquire about the status of my relationship with my boyfriend. I don’t think that has any relevance to his job as a mover.
I showed Charlie that the basement, the main floor, the back deck, and the shed had items to be moved. I told them the reason I was at the house was to clean, and if they could clear the basement out first, I could get down there, vacuum and shampoo the carpets, and start on my tasks while they were moving. Charlie assured me that this wouldn’t be a problem.
After I finished showing Charlie around the house and signed the papers, it was about 2:00pm. I asked Charlie how long he estimated the move to be. He said it should take between 4-5 hours. I agreed, and felt somewhat relieved that the move had finally started and would be completed that day. I left the house at 2:15pm, and returned at about 5:30pm. To my dismay, the basement hadn’t been cleared out yet, and that nothing had been loaded on the truck.
I asked Charlie how things were moving along. He said that everything had been tagged, and they were in the process of wrapping and taping everything in blankets. He also informed me that while he was in the house tagging and wrapping, Al was in the cab of the truck, sleeping. Somehow, this to me doesn’t seem productive in getting the house furniture moved. By this time now, it was 5:45pm.
I decided that it was pointless for me to be at the house. I wasn’t going to get anything done unless they were done. So I told Charlie and Al, that I would be back at 7:30pm to clean the basement, and that I wanted it to be cleared out by the time I get back. I returned to the house at 7:45pm, and saw that some boxes had been loaded, put the majority of furniture and boxes weren’t loaded and the basement still wasn’t done.
By this time, I was beginning to get frustrated. This move should have been completed by now. I was also beginning to worry because the new tenants of the house wanted to know if it was okay that they move some items in to the house. I said no problem, because I was told the furniture should be out by the time they wanted to move some items in.
As stated before, I arrived at the house at 7:45pm and was expecting to go downstairs and clean the basement. I wasn’t able to get into the basement to clean until 9:30pm. The new tenants had arrived to deliver some items, and they were shocked to see the movers still there. I was able to finish the basement carpets by 10:30pm, but I still had to clean the kitchen and the living room carpets as well.
Al and Charlie informed me that they were unsure if the move could be completed that night because their diesel was running out. This is not the thing to tell me at 10:30pm, when the move needs to be completed that night. They said that my options would be A) they stay in front of the house and sleep there, get diesel in the morning, and then finish loading the truck; or B) They leave to get diesel now, and continue moving when they get back. I asked how long it would take to go and get diesel, and they said ½ hour. Al and Charlie both left to get diesel at 10:45pm, and did not return to the house until 12:00am.
Please keep in mind that the only area of the house that had been loaded on the truck was the basement, which didn’t have any big furniture items such as bookshelves, couch, etc. The basement had boxes, a washer and dryer, some chairs and tables and that’s about it. I don’t think it takes 9 hours to load up that many items on to a truck.
After discussing how things were hardly progressing with the move with my boyfriend, he decided that it would be pointless for me to wait around the house to finish the cleaning. It would have been too late in the evening/early morning to wait for Charlie and Al to finish loading up the moving truck.
Al and Charlie arrived at the house at 12:00am from getting diesel. They sat outside the house in their truck for an additional 20 mins. I met with them outside as they were loading the ramp to the truck to load additional items from the house. I explained to them that I had talked with my boyfriend, and that my boyfriend was upset at the amount of time this move had taken. I also explained that my boyfriend was flying out to Calgary in the early morning and was going to head over to the house to make sure everything was okay. I told them that I was leaving, and they had the whole night to make sure that everything was loaded. Charlie said that was a good thing, and that my boyfriend could sign for the items that had not been tagged yet on the deck and in the shed. I had thought everything had been tagged, as I was previously told.
Al and Charlie said that they would park the truck in the back ally and load everything up into the truck, and stay the night in the back ally until my boyfriend showed up to sign for the untagged items. I called my boyfriend as I was leaving and explained how things were left. Again, he was frustrated that this was going to be longer than originally anticipated. He contacted his brother-in-law to go and check on the house and sign for the items, as my boyfriend was unsure what time he would be in town, and felt uncomfortable of having a truck parked in the back alley waiting for him. His brother-in-law checked on the house at 4:00am, and Al and Charlie were still loading the truck up with items from the shed.
A move that was originally quoted at 4-5 hours, now has taken 17 hours to complete.
I have never experienced a horrendous moving experience like this. My boyfriend has used your company for a previous move, and was quite happy with the service he was provided. The previous move was an in-town move, but the customer service was friendly, and the move did not take that long at all.
As I understand there may be other issues and factors that would delay a truck to an appointment time that are beyond anyone’s control, I don’t think that excuses the lack of service and length of time that this move took.
I say this as your company and website promote top quality customer service.
Allow me to take quotes from your website:
Professional People:
You can feel secure in the knowledge that our uniformed team is committed to maintaining a superior level of quality service which includes involvement in many safety, training and reward programs. Our people are friendly, understanding, and dedicated to making your move as comfortable as possible.
There was NOTHING understanding about the service we received from the beginning, except from the weekend dispatcher Ray. Tom never contact my boyfriend back and nothing was done to expedite the moving process that had already been delayed 5 days.
This outstanding growth can be attributed to our very Competitive Pricing and a Total Commitment to Customer Service.
TOTAL COMMITMENT TO CUSTOMER SERVICE please explain to me where the commitment to customer service is:
§ when the customer is contacting the driver to get updates on the status of his move
§ when the company employee is sleeping in the cab of a truck while he should be helping tag or load things into the truck
§ when the company fails to inform the customer that a truck will be arriving late
§ when the company employee makes the customer feel uncomfortable by asking very personal questions
§ when the company takes 17 hours to load up a moving truck
§ when the company employees take an hour and 15 mins to both go to get diesel in the middle of a shift that’s already running late, and stop everything that they are doing
This letter may fall on deaf ears at your company, but let me reassure you that your company will not be recommended to any of our family, co-workers, friends or acquaintances, and this letter has been passed on to the Better Business Bureau, Canadian Associations of Movers, and the Office of Federal Consumer Information.
The sad thing of all this is that I’m not the first party involved with this move. The contract was made between your company and my boyfriend. As a company that promotes a TOTAL COMMITMENT TO CUSTOMER CARE, I find it alarming that someone in my role of this move had such a horrendous experience with your company.
Since these events have happened and as we speak, neither a customer service representative or manager from Two Small Men With Big Hearts Moving Company has yet to speak to my boyfriend to resolve this issue. His inquiry has been passed on to other people within the company who have yet to speak to him.
Sincerely,
Kristine Morrison
Letter # 2
Further to attached correspondence sent by my girlfriend on October 30, 2006, I would like to expand on the outlined events. I was the primary party in the contract made with Two Small Men with Big Hearts Moving Company. I had to leave my girlfriend responsible for the pick up of my household items on October 29, 2006. As stated in the attached correspondence, I could not put my trip off to Kelowna any more, as it was costing my employer money each day that I was not there.
As a boyfriend, it was heartbreaking to hear my girlfriend in tears because of how long the movers were taking and how they were treating her. She felt unsafe and uncomfortable from the personal comments that were made to hear by one of the movers. She found it offensive and distasteful to be called a “weekend girlfriend” by a mover who had no business inquiring about our personal life.
The events that happened on October 29, 2006 and outlined in the correspondence are that of my girlfriend. As you will read in the correspondence, the events that occurred are unacceptable, offensive, and intolerable as a customer.
Since the correspondence was forwarded to Two Small Men with Big Hearts Moving Company Head Office and Surrey Regional Office, my girlfriend and I have had contact with a gentleman named Dave, who is based out of Toronto, and involved with the Claims Division of Two Small Men with Big Hearts Moving Company. On Tuesday, October 31st, Dave listened to my girlfriend explain the events that occurred on October 29th, and the other atrocities that happened. Dave was more than understanding and concerned about what had happened. My girlfriend had mention to Dave that he had been the first person to contact us from the moving company to address all the issues. Dave was also made aware that no one from the company had contacted me to let me know when my items would be delivered to my house in Kelowna. On Wednesday November 1st, Dave talked with me and listened as I expressed my concerns and troubles with the moving experience thus far. Dave reassured me that he had talked with the Surrey office, and was reassured by Tom in Surrey, that my items would be delivered on Friday. Dave also stated that I would receive some sort of compensation on behalf of the company, but we did not identify any specific monetary amounts.
On Thursday, November 2nd, I still had not heard from the movers when my items would arrive, and trusting Dave’s word that my items would be delivered on Friday. On Friday, November 3rd, I talked with Dave in the morning to inquire about the status of my move, and again, he reassured me that my items would be there today. Later on that afternoon, I received a call from the drivers, who told me that they were in Calgary, and would be in Kelowna at 8:00-8:30am on Saturday morning.
On Saturday, November 4th at 10:00am, Al and Charlie (the movers identified in my girlfriend’s correspondence) arrived with my items. Charlie said they needed payment for my items on delivery. My bill for delivery was $2,200.00. This amount also included the $800.00 deposit I put down when I booked the movers to pick up my items. I said that I had spoken with Dave in Toronto regarding payment and compensation, and did not give them my credit card until I was told what my compensation amount would be. Charlie said that he would have to call Tom in the Surrey office. Tom briefly talked to Charlie, and then passed on the issue to a man named John, who is also located out of the Surrey office.
John talked to me, and seemed to be extremely put off and perturbed that he was dealing with this issue. Professionally, I explained to John that based on the amount of time the movers took to pick up my items, and how they treated my girlfriend, I should receive some type of compensation off my invoice. John’s response was that the best discount he could give me was $400.00 off my invoice price and I “could damn well take it, or leave it”.
I accepted, but still felt that based on the service I was provided, I should receive more compensation. If I did not pay, they could hold my items until payment was received.
After I gave Charlie my credit card, Charlie turned to me to say “Your girlfriend sure is pretty. What’s going on with you two?” Again, I don’t understand how my relationship with my girlfriend is any of his business, and was alarmed that he would contact her and harass her, as he did in Calgary. I explained to Charlie that it was none of his business.
Al and Charlie started to unload the truck, and I contacted my girlfriend to inform her on how the move was going. She said that she had some interesting feedback from the new tenants of my house in Calgary. My girlfriend had to go back to my old house to pick up some miscellaneous items. The new tenants inquired about how the move was going, and if it was complete. My girlfriend let them know the state the move was in, and the new tenants then inquired about the movers themselves. According to the new tenants, Charlie also made a comment to them that made the new female tenant very uncomfortable.
On the day the movers arrived, my girlfriend told Charlie that the new tenants were going to come by at some point that day and drop some stuff off at the house. The new tenants did stop by the house to find my furniture and items still in the house. Charlie stopped the new tenants and made the comment of “So, you guys want to christen the place tonight, huh?” inferring into their personal relationship. The female tenant was very taken back by the comment, and felt it was offensive and unnecessary.
Again, I could not believe that these people were employed by what seemed to be a reputable company that promoted total customer service. Back at my house in Kelowna, Charlie and Al finished unloading my items from their truck in 4 hours and 45 minutes. As a customer, I have been extremely patient and understanding of certain delays that come with moving from one province to another; however, I have never seen a company treat customers with such intolerance and indignity.
As the primary contract person, the customer service I received was below standard, but the service my girlfriend and the new tenants received as a third party is equal to that of sexual harassment.
On Monday, I tried to contact the head office of Two Small Men with Big Hearts Moving Company to let them know about the service I received on Saturday. I also told them that if I did not receive a response from their company, I would forward this letter on to the media as to warn potential consumers about their company.
Below is the response I received from their company:
Good Afternoon Christian, i just got in the office been on the road, I talked to the Surrey office as i told you i would. This is now a Surrey claim. Please call John there as he is the one who deals with the west. I did do everything i told you i would.
John is the person who will help you as i only look after the Ontario Area.
Please feel free to call John at [protected]
I hope i have been a good help to you on getting your issues looked at in surrey.
Thanks
Dave
To all future movers, take my advise and stay away from two small men with big hearts moving company...
Sincerely,
Christian.
Just thought i would give an update on this SCAM of a company. They now have a Facebook page. just type in Two small men with big hearts and it will show. kinda gutsy if you ask me. The Better Business Bureau of BC rated them as an F. Also Jon Willoughby is still the main conact, and the office number is [protected], Jeff Green is the president. The address is listed as B 11089 Ravine Rd. Surrey BC V3T 3X5. The website is www.twosmallmen.com and the email is moveme@moving.ca. their other website is movingme.ca but non of their links work. Surprise?
Would be interesting whoever lives in Surrey to see if that company is actually there?
So once again anyone looking at hiring this company, STAY AWAY! This company, lies, cheats and steals! they break your furniture and their insurance policy is also a sham! look elsewhere for a moving company. spend the extra few dollers on a reputable moving company it will save you thousands and the headache this company causes isnt worth it. Jon a note to you, one day your scam will end with you in the slammer im sure of it!
The complaint has been investigated and resolved to the customer’s satisfaction.
I have used this company twice and god only knows the reason why.
The first time I used this company was back in 2009 for a small load I needed to move when I moved into a new house...they tracked mud into the house...broke my piano...were quite rude...very expensive
I found a great company (AVRO) in early 2012 when I moved again...they wrapped the furniture up with blankets and plastic, were considerate, reasonable in price, friendly, and careful with my furniture. They took it apart and put it together again without asking. They asked where I wanted my items to go. Very considerate.
Moved again recently and was going to use the previous company I used however I was having work done in my home and the contractor used to work for Small men and tried to get me a deal (big deal - $3 off - ended up being $200 MORE than my other company woweee) so I was stuck using small men AGAIN against my better judgement. Well this time they were FAR FAR worse...they only wrapped furniture when I had to ASK them, they tracked huge chunks of mud into my apartment and house, were careless with furniture, placed boxes and furniture from one end of the house to other without asking, there were marks on my furniture again, very rude...
I paid for 3 men and only 2 could work as one hurt himself earlier in the day
They did not bring their own tools and ripped my door apart without putting it back together
Did not put any furniture back together...I had to hunt down the parts to my own furniture and tear my house apart to find anything
and get this... they charged more for the move than the other company by $200 and were quite rude when I would not tip them...did they deserve a tip for a $600-$700 move that cost me well over $900? NO
Oh, and they stole the plastic bags for the mattresses and blankets from the moving company AVRO for their own use as they do not have any or like to share what they do have...UNBELIEVABLE
and they do NOT return phone calls
Worst company ever...I repeat worst moving company ever! If you value your items, yourself, your piece of mind and your wallet do not use this company!
This enrages me.
Back in 2003 I started a little moving bushiness with customers in mind.
I helped other movers with jobs and got screwed by the many of the same.
I went too big and bought a lemon of a five ton truck to go bigger as i saw the need for reliable movers in Calgary.
I specialized in late moves, moving people that got screwed but u-haul rentals and other rental companies that overbooked or other movers that over booked and picked the best job on the day of the moves.
My wife and I helped so many people with cash and moves sometime we'd be in the whole at the end of a month.
We went bigger and bought the five ton for 18 thousand dollars.
The five ton blew a fisher pump on it weeks later setting us back 8 thousand.
THAT same engine blew months later causing us almost bankruptcy.
We left Calgary and when we did pour name was gold and still is at the BBB
Heres proof http://www.bbb.org/calgary/business-reviews/movers/fast-moving-in-calgary-ab-43747
The point is - now five years later we are starting over again with nothing and till the day i die i'll still make sure every single person that relies on us will be treated as so.
I just explode inside when i see people being mistreated like this.
Shame on those moving companies.
You are a disgrace to real hard working people like those of us that care.
I'm a 1928 Model, female, yes, a depression kid, a time when people were trustworthy and honest. and Iwas planning on returning to Alberta from Penticton, B.C., after over 20 years, to be closer to Family members. Yes a Senior Citizen on a fixed income. I wanted everything to run smoothly and started looking for a moving Company in August, 2010. I did not hire "Two Small Men" but did business with a moving organization who gave their name as"GOOD OL BOYS MOVING" and two names were on their estimate: Jesse Betts who gave his title as 'Long Distance Moving Supervisor. Another e-mail shows the name of Lee Nelson, who I've heard is a part owner. Since moving back to Alberta, I've found that they are listed in the EDMONTON DIRECTORY but give no address, as I wanted to take them to Small Debts Court. Also on their first e-mail to me and I shall quote:" Large enough to be of Service, Small enough to Care! 1-877-4-MY-MOVE" and "Representing GREAT CANADIAN VAN LINES and Independant Movers Group." This Independant Movers Group is none other than "Two Small Men". I gave them a deposit of $576.24 and my moving date was set for 8:00 A.M., September 28. On the evening of September 27, after 6:00 P.M., I received a telephone call from someone named Cam informing me that they could not come the next morning but would come on September 29 at about 3:30 P.M., and then put my belongings in storage. Storage was not necessary as my suite was ready for me to move into. Also this would require more man hours - not very logical. I informed him that with this change of plans, they were breaking the contract. He then said that he would talk to his boss. A few minutes later I received a call from someone identifying himself as RICH and he repeated exactly what Cam had said, but added that I would be entitled to compensation and he named the figure as $500.00 and said he would phone me the day of the move. Yes, he was a real sweet talker and thought he could persuade me on going along with his plans. Well I informed him that this change was breaking the Contract, and not acceptable. I then e-mailed Jesse Betts and informed him of my conversation with Rich. I got no reply from Jesse, but the next morning I received two e-mails from Rich. I have copies of all the e-mails I received and sent, 'My Evidence'. In his e-mail he changed the compensation figure from $500.00 to $50.00 per day, and was rude as well as sarcastic. I'm wondering whether that $50.00 per day means up until this is settled as they never did move my belongings.
I was informed by Jesse that Rich was sending his 'Best Man' who turned out to be a Vile-Mouthed Bully of a Driver names Jonas who I finally got to meet on the morning of September 30, but no Moving Van in sight as he said he might damage the back of his Van by driving it up the small incline. Strange as I had seen many of their Vans as well as Vans from other companies come and park under my bedroom window and load and unload tenants belongings.
So this 'Rich' person is "Richard Roulette(centraltwosmallmen.com)" No one showed up on September 29, but on September 30, I heard stones being thrown against my suite. It turned out to be two employees of "Two Small Men" but no moving Van and I just wonder who told them which suite was mine? Ringing my suite number did not work as the power and telephone had already been shut off as per my instructions. My power, telephone, T.V., hiring a Carpet Cleaned, arranging for outgoing Inspection as I expected to get my damage Deposit back with Interest, et cetera had already been looked after by me. I thought I had all of my Ducks in a Row.
Needless to say I had to fnd another Moving Company. I have since taken my case to The Better Business Bureau, Vancouver. The only result was that Great Canadian Van Lines stated that they did not do business with either "Good Ol Boys" or "Two Small Men" and I suggested that they contact their Layer as this action of Good Ol Boys could be damaging to their reputation.
I'm wondering why 'Market Place' has not done a search and tell program of these illegal actions, theft and deceit. Yesthis is more than fraud. How about the R.C.M.P.? Where is there help for Law Abiding Citizens? I can be contacted by e-mail - gramajo@telus.net
I wish I had read all of these comments before I hired TSM Moving Ltd. (Total Service Moving), also known as "Two Small Men With Big Hearts Moving".
TSM Movers Ltd.:
- Improperly explained and misrepresented their insurance policies before the move began
- Almost completely destroyed our downstairs stairwell while moving a couch
- Damaged a number of furniture items
- Overcharged by several hours (i.e. charged when no work was being done)
- Movers exhibited unprofessional, unethical behavior
- Office agreed to accept complaint, but later lied and said I had submitted my complaint too late
Have you seen their BBB rap sheet? http://www.bbb.org/calgary/business-reviews/moving-and-storage-companies/tsm-total-service-moving-in-calgary-ab-36439
Googling also reveals a CBC article about their shady practices: http://www.cbc.ca/canada/british-columbia/story/2010/02/02/bc-twosmallmen.html
Do yourself a favor and AVOID AT ALL COSTS!
This company is the really bad company ! I used them onces and never again ! I told my sister about them and she always used this local company in Calgary call A-2-Z MOVING they are family operated and they were wonderful ! the job that took two small men 11 hours; A-2-Z MOVING did it in 4 with no damages at all ! I never seen a company like a-2-z ! I never never go back to two mall men !
2 Small Men with Big Hearts should be renamed to 2 Dumb men with No Brains, owned by a ###.
Owner of company has not idea what is going on. The company has no system of knowing where their trucks are, when to expect delivery. They have no ability to keep the customer informed of anything.
Burn your furniture before shipping with this company.
I have read many complaints about this company and I feel for everyone of you because of your bad experience.
Something I notice with most people's complaints though is that everyone decided to use the cheepest company! Why is that? If I was moving across the country cost is definatly a factor, but my furniture and entire life belongings mean more to me than saving a few hundred dollars, it's the same as shopping for clothes at Giant Tiger instead of the Bay. Quality to means more than saving money. I work hard for my money so I want my money to work hard for me as well.
I have to be honest I own a moving company and I transport alot of household goods across Canada and not everything always goes as planned on my end either, however it is how you handle your client after the fact that is the most important.
My advice to anyone moving across Canada, get all the information you can about how the whole process works. Do dilligence and check out companies that you are thinking of hiring.
There is a lady that wrote here that she was to pay under $1000.00 dollars for a move to Ontario which tells me she didn't have very much furniture. Smaller shipments are not at the top of the priority list as say a family with a 4 bedroom home. Having delivery on the first of any month is pretty much not going to happen unless you have paid an extra fee to have this happen. Consumers must understand that their 1000 dollar shipment is probably 1 of 10 to 20 shipments on that truck, there are many variables along the way to delivering those 20 shipments. All leases and possessions are usually around the end of any given month so picture this, if a company is loading 20 shipments going to Toronto between the 25th and 31st, how many people do you think can be delivered for the 1st? and which of the 20 should be the priority. If I had enough money I would pay to have an info commercial on TV so I could educate everyone that had to do a long distance move, because I could go on and on...
Remember:
1.check out the company you want to hire, typing in their name on a google search should find something. Call your local better Business Bureau, ask around, ask for references.
2. Make sure you understand your contract what is included, I have seen many people just sign and not read one word that the contract entails.
Oh my god! They are the worst crooked outfit I have ever deal with! They were 7 days late, promised a credit then overcharged my credit card by $1500 and threatend to damage my furniture if I didn't pay! The driver was high (yes drugs) when he arrived and swore at me when I said I wanted to call the credit card company to see if what they were doing was legit. Again it Was Tom in surrey, BC. They also damaged some of my furniture too. i put in a claim for it but never heard back. When I call Tom he hangs up the phone and willnot talk to me! WTF? ***AVOID***
This so called moving company stinks to say the least! We just used Two Small Men With Big Hearts to move us from Barrie, Ontario to Penetanguishene, Ontario. When I booked this company to do our move, they told me that their truck would hold the contents of the average 3 bedroom house. I asked them if they needed to come by to make sure everything would fit. The man said that it would fit no problem. The movers turned up at 8:30am. There were three of them. After a short while one of them said that they wouldn't be able to get everything into the truck and that we would have to go and rent another truck on our own! What kind of movers can't fit everything into their truck. This is why we didn't do it ourselves. We didn't want to have to make several trips. We called around and finally found a 16' cube van available for the night. We went to pick it up while we left the 3 stooges loading up the 24' truck that they brought to move us. They loaded up both trucks and still we had things left over like our bikes, a snow blower, etc. from the garage. We had to transfer the remainder of our things into our next door neighbor's garage so that the new people moving in could put their things in the garage. The movers went off for lunch and said they would meet us at the house. We went up to Penetanguishene with the rented truck and our van. We just made it to the lawyer's office at 5pm to get the key. We got to the house and had the movers unload the small truck first so that my husband and I could go back to the house to get the remainder of our things from our neighbor's garage. We got back to Barrie and loaded up the truck and headed back up to Penetanguishene. When we got back to the new house, the movers had left (I had signed the credit card receipt before we left). So my husband and myself unload the truck by ourselves. We had movers because my husband has arthritis and I have had 2 back surgeries. This was not what we had in mind when we hired "professional" movers. After unloading the truck we had to drive the rental truck back to Barrie and then back up to Penetanguishene. By this time it was 2:00am. We ended up being charge for 14 hours for the move and then another $200 for the rental and gas for the other truck. My mum is also moving up to Penetanguishene this coming weekend and had the same movers booked for her move. She got in touch with Premier Van Lines (Allied) and got a quote for $1,895 ($120/hour) for 3 men and whatever size truck is needed to move her. What a joke that is for me. We paid the "Two Idiots" $119/hour for 3 guys and a truck that didn't fit all of our possessions in! We paid $1,765 plus the extra $200 and all the aggravation going back and forth. And, after reviewing the bill, I found out that they had actually over charged us by an hour! I'm still waiting for the credit for that. We should have taken our friends up on their offer to help us move. My mum is 70 years old and doesn't need any grief, so she asked me to called to cancel Two Small Men for her. I got my bill and the bill for the rental together to complain about my move at the same time. I started with the complaint about my move first. The man on the phone was pleasant enough until I started to complain about the move and "his" company. He said that is exactly why he doesn't come around to give people estimates so that they don't call and ask to be reimbursed for trucks and gas! He said that we had a lot of stuff. I told him that we had actually sold most of our furniture before the move. We only had 2 children's bedroom sets and our 2 armories. We had even sold our bed! The man got so rude on the phone with me. I then told him that because of the lack of service and the problems that we had with them for our move, my mum has decided to cancel her move with them. He said that I am not his customer and that he would call my mum directly. I immediately called her to warn her of the ignorant man that was going to call her. I didn't want him to upset her. Anyway, it turns out that the jerk was also a chicken. He had a lady call. Well, his loss. He lost my mum's move and hopefully many more after all the bad publicity from this web site. We should had been more careful I suppose. After looking into this company, we have been unable to find an address for them. I did a reverse look up for their telephone number and it is located on the south side of Edgehill Drive just west of Anne Street in Barrie, Ontario. However, I have also recently found that they keep their trucks near the intersection of Mapleview Drive and Yonge Street in Barrie. They operate under the name of "Dream Team Movers".
You people think you are getting a good company at at low rate you know the saying you get what you pay for... you should have called atlas van lines.
Lost property and unreturned phone calls
This national moving company "lost" my tv set and antique rocking chair in the move from Winnipeg to Toronto. I spent the next 9 months submitting claims and making follow-up phone calls to three different regional offices with each refusing to take responsibility. The Toronto Office was rude, the Red Deer Office was courteous but stated this was not their problem even though the Toronto Office insisted it was, and the Winnipeg office in my last call to them stated there was likely nothing they could do as the time limit for making claims had passed (even though my claim was made before the deadline). The gentleman in Winnipeg stated that if he couldn't sort things out, he'd send me a tv for Christmas. I never heard from the company again. This is the same gentleman who sold me the insurance on my property which I susequently found out was a pittance compared to the replacement cost of the lost items - a fact he failed to mention and that I was unable to glean from my reading of the contract prior to signing it. I know, that part is my fault for being gullible. But would somebody explain how these guys are still in business?
The complaint has been investigated and resolved to the customer’s satisfaction.
Today my mother was moved into her new home by Two Small Men with Big Hearts moving company, which is part of a larger chain. The main man that moved her in was named Bill. My mother is on social assistance so these men were paid in advance from the ministry. They arrived, loaded up...although truck wasnt full left anyways leaving much behind including dressers, stove, clothing and some boxes...keep in mind my mother doesnt own a vehicle so this company was depended on and paid to do a complete move. When they arrived at the new place, my mother couldnt enter the home because the new landlord didnt explain that it needed two keys to enter, so she called and got her spouse to bring the new key which took all of 15 min. In that time, Bill and his staff laughed at my mother and told her they were leaving and began to pack up...at this time my mother panicked, a women on disability in her 50's and ran up the ramp to enter the truck and tell them that no they werent as they were paid to provide a service and she didnt want them stealing her things. She was very fearful that they were stealing from her, I could tell this because she phoned me and was terrified on the phone. These men ended up calling the police on her and lying to them, telling them she wasnt allowing them to do their job. When the police arrived it was the same time the other key arrived so they opened the door. They moved some stuff in and stacked it to the ceiling, with the couch on top ( not how I would move personally) they threw stuff off the back of the truck onto the lawn, including a lazy boy and mattresses while it was POURING rain outside, she found her entertainment stand and coffee table glass in the backyard garden...much of her stuff is ruined and damaged and if she wants any money back she will have to sue them, which she cannot afford to do.
It is disheartening to know that people are being taken advantage of in this way with absolutely NO recourse what so ever. I strongly urge people to NOT use this company, at least in Kamloops...as not only are reviews online terrible to read, our recent experience leaves me feeling nauseated for my mother. This company should be called Two small men with NO hearts moving company because they just take advantage, with staff that are NOT bonded and completely unprofessional...Shame on them!
We had to sue these guys. They said they "delivered" our computer equipment back to Dell where we were leasing but miraculously Dell never received it. After months of extra lease payments, thousands of dollars in legal fees and finally having to threaten that we were going to have the police charge them with theft, the equipment reappeared and was delivered. They were impossible to reach, disrespectful and are a band of thieves.
I think people that are stupid enough to move with a company that has such a horrible reputation deserve what they get. Its like trying to stick your hand in a boiling pan of oil. Did you think you would not get burned? Perform your due diligence and if you find a company with tons of scam info like this STAY AWAY! I am all about using the local companies to help the economy, but not if it will cost you an un-imaginable price or suffering.
This company should be shut down! Plain and simple! Our belongings were moved from Winnipeg to Toronto over a year ago. ALL items were severely DAMAGED AND BROKEN. No furniture, appliances, interior or exterior items where wrapped or protected. EVERYTHING WAS ABSOLUTELY TRASHED not to mention soiled with dirt when it arrived.
We were told that our items would be in a temperature controlled storage facility. NOT….. Our items sat all winter long outside IN THE MANITOBA ARTIC TEMPS and came off the truck in ON still in a frozen state in May 2009. Didn't even thaw during the 3 day transport!
I HAVE TO SAY THEIR SALESMAN, MARIO, WAS NICE DURING THE QUOTING PROCESS. HE STATED THAT THE "BIG MOVING COMPANIES" WOULD NOT "TAKE CARE OF US". OH, THE IRONY! MARIO HAS SINCE DEPARTED FROM TSM. ACCORDING TO HIS BROTHER WHO NOW RUNS THE BUSINESS SOLO, MARIO HAS MOVED ON TO BE AN INSURANCE ADJUSTOR (GO FIGURE). OH AND THE BROTHER LEFT BEHIND RUNNING THE TSM SHOW IS UP TO HIS EYEBALLS IN SH... WHILE HE IS GOING THROUGH A DIVORCE (WHICH IS OF NO PARTICULAR INTEREST TO ME). HOWEVER, THESE ARE THE REASON I AM GIVEN FOR THE LACK OF RIGHTFULL COMPENSATION.
JUST WHEN I THOUGHT IT COULD NOT BE ANY WORSE, TSM PUTS ADDITIONAL CHARGES THROUGH ON OUR VISA WHICH IS OVER AND ABOVE THE CONTRACTED PRICE. FURTHERMORE THEY WILL NOT PRODUCE A BILL OF SALE FOR THOSE ADDITIONAL CHARGES. DOES SOMETHING SEEM ODD HERE? No invoice or paper trail but a thousand plus charged against our VISA. We requested the invoice numerous times; however, they can’t find it. A reasonable person would ask….. So why the extra charges without authorization! DID SOMEONE SAY FRAUD!
LET’S MOVE ON TO THE TSM TEAM... WHERE TO START...
THE TEAM OF PACKERS AND MOVERS ARE ABSOLUTELY DISGUSTING AND UNPROFESSIONAL. ONE TSM TEAM MEMBER ACTUALLY MADE THREATS AGAINST US! WHILE AT THE SAME TIME USING COLOURFUL LANGUAGE THAT MY CHILD COULD HEAR. LOVELY. I REQUESTED THAT THIS TEAM MEMBER LEAVE OUR PROPERTY.
I HAVE MOVED SEVERAL TIMES ACROSS CANADA WITH THE "BIG COMPANIES" AND THEY WERE ALWAYS EXTREMELY POLITE, PROFESSIONAL AND PROVIDED OUTSTANDING SERVICE. I DID NOT SELECT TSM BASED ON PRICING (AS THERE WAS NO PRICE DIFFERENCE BETWEEN TSM AND THE PROFESSIONAL "BIG COMPLANIES"). I SIMPLY WANTED TO KEEP THE BUSINESS WITH A MANITOBA COMPANY TO HELP THE MB ECONOMY.
Of course the TSM owner promises that all will be taken care of. I REQUESTED THAT A CLAIMS ADJUSTOR come to our home to start the claims process on May 1, 2009. NO ADJUSTOR EVER ARRIVED AS TSM MISREPRESENTED THEMSELVES! OH GEE, EVEN THOUGH TSM CHARGED US FOR INSURANCE THEY ARE NOT INSURED! In the owner’s own words “they are not insured - no premiums have been paid as they are in a state of chaos since the breakup of the partnership (two brothers).
Here it is a year later and still no resolution!
GUESS IT IS OFF TO COURT! OH, DID I FORGET TO MEANTION THAT I HAVE 20 PLUS YEARS IN THE INSURANCE INDUSTRY AND IT IS ABSOLUTELY ILLEGAL TO SELL INSURANCE COVERAGE THAT DOES NOT EXIST. NO DOUBT, TSM WILL HAVE SOME EXPLAINING TO DO TO THE INSURANCE GOVERNING BODY. I HAVE ALL THE TSM PAPERWORK THAT CLEARLY STATES THAT ALL OUR CONTENTS ARE INSURED. DID SOMEONE SAY CLASS ACTION!
IF YOU REFER BACK TO MY OPENING REMARKS TSM SHOULD BE SHUT DOWN! A CLASS ACTION WILL BE LAUNCHED AGAINST TSM IN CONJUNCTION WITH THE INSURANCE INDUSTRY.
SEE YOU IN COURT!
I wish I had read all of these comments before I hired TSM Moving Ltd. (Total Service Moving), also known as "Two Small Men With Big Hearts Moving".
TSM Movers Ltd.:
- Improperly explained and misrepresented their insurance policies before the move began
- Almost completely destroyed our downstairs stairwell while moving a couch
- Damaged a number of furniture items
- Overcharged by several hours (i.e. charged when no work was being done)
- Movers exhibited unprofessional, unethical behavior
- Office agreed to accept complaint, but later lied and said I had submitted my complaint too late
Have you seen their BBB rap sheet? http://www.bbb.org/calgary/business-reviews/moving-and-storage-companies/tsm-total-service-moving-in-calgary-ab-36439
Avoid at ALL costs!
I had a similar problem with the Toronto office when they moved my stuff to Calgary and lost a couch, chair and 4 lamps. So much for their so called tracking system. I got the same run around with complaint forms, insurance that won't cover the cost of the lost items and calls never returned. I got a used old couch and someone else is enjoying my new couch and chair, no wonder there was never a complaint lodged from that end.
If you value your possessions, DO NOT USE THESE MOVERS because there is no way they are award winning, consumers choice reps for the moving trade. Like others have said, I don't know how they remain in business. STAY AWAY!
ATTENTION ALL WHO READS THIS JON WILLOUGHBY IS THE SCAMMER WHO WORKS FOR TWO SMALL MEN WITH BIG HEARTS. HE IS A LIAR AND A CHEAT... DO NOT BELIEVE ANYTHING WRITTEN BY HIM. IM SURE HE ALSO HAS A FEW OTHER NAMES HE MIGHT GO BY ON THIS SIGHT. PLEASE READ ABOUT MY MOVE AND YOU WILL KNOW WHAT IM TALKING ABOUT. IF YOU NEED HIS NUMBER IN SURREY PLEASE EMAIL ME I WILL SEND IT TO YOU. YOU KNOW YOU SHOULDNT BE IN BUSINESS WHEN YOU HAVE TO COME ON THIS SIGHT AND LIE, AS JON IS DOING!
Two Small Men with Big Hearts is a terrible mover. Only engage them if you want your movers to show up late, wrap your furniture poorly, drag your furniture on hardwood floors and then not reimburse for the damage, and use profanity when you call to get an explanation.
AVOID TSM MOVING COMPNAY LIFE A PLAGUE! They asked for outright 20% down payment, I trusted them, they promised to pick-up my stuff on July 10, they picked it up on July 11. They promised to deliver my things on July, July 19 came no delivery yet. They promised the delivery is moved to July 21, it never happened they moved it to July 25, then 28, then 31, then Aug 4, then until now (August 4), when I called the dispatcher the delivery date is still uncertain. They're not even a member of Canadian Association of Movers. Don't be deceived by the Consumers Choice rating--TSM Moving is indeed DECEITFUL!
I''ve recently used Two Small Men with Big Hearts Moving and had no problems at all. The movers I had hired never showed up. I called Two Small Men With Big Hearts Moving last minute. They arrived when they said they would and moved me quickly. They saved what could have been a disasterous day.
Overview of Two Small Men With Big Hearts Moving complaint handling
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Two Small Men With Big Hearts Moving Contacts
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Two Small Men With Big Hearts Moving emailscontact@twosmallmen.com100%Confidence score: 100%Support
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Two Small Men With Big Hearts Moving address14630 128 Ave. NW Suite 2B, Edmonton, Alberta, T5L3H7, Canada
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Two Small Men With Big Hearts Moving social media
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Checked and verified by Andrew This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreJun 30, 2025 - View all Two Small Men With Big Hearts Moving contacts
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