Two Small Men With Big Hearts Moving
Canada - T5L3H7
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.
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.
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.
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!
Here are the two letters that we have written to the company that will explain my move. And we still have not...
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