The complaint has been investigated and
resolved to the customer's satisfactionResolved Two Small Men With Big Hearts Moving — Stay away from this bad movers!
resolved to the customer's satisfaction
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:
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.
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.
To all future movers, take my advise and stay away from two small men with big hearts moving company...