Complaints

• Initial Complaint

  25/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Two Small Men with Big Hearts was retained for moving services. In or around June 20, 2022, I provided my credit card and authorization to charge my credit card a $75 deposit fee. On June 26, 2022, the moving occurred. At the end of the move, the movers calculated the moving charge ($518.25 + $77.73 tip) and I paid on-site using a terminal. I have a copy of the invoice which I signed. Following the move, on June 27, 2022, Two Small Men reached out to me to request for my authorization to charge my credit card the remaining balance of $197.75 as their movers did not calculate the fee correctly, which is accurate. I did not provide Two Small Men my authorization to charge my credit card the remaining balance of $197.75 at any point, however, in or around July 15, 2022, they charged my credit card the remaining balance of $197.75 without my authorization or agreement by me. I explained the situation to Two Small Men and informed them again that they did not have my authorization to charge the credit card they had on file for me (for the deposit). I asked if they would consider reversing the charge on this credit card, but they declined to do so.

  

  Business response

  25/07/2022

  I am sorry for any miscommunication. But the office contacted you on multiple occasions to let you know that the crew made a mathematical error and this amount was still owing. You did not respond to any of our correspondence so they processed the amount still owing. You signed off on this when you signed our contract and invoice. If it was the other way around and the crew made a mathematical error and you were over charged are administration would still catch it and reimburse you. So because a tired crew made a mistake and less then 24 hours later our accounting department tried to contact you with no response over days you think it is okay to not pay for the services you received? All because of a mistake? 

  

  Business response

  19/08/2022

  I am not sure what happened with my pervious response but we would be happy to process the amount that was due for the time that was used on a different card for you and refund the card provided in booking.  We strive to provide the best customer service possible.  Please call the office so we can further assist you with this request.

  Customer response

  21/08/2022

  
  Complaint: 17620595
  
  Given my experience with your business, I am worried you will not refund my money once I pay (again). I would prefer to first be refunded, invoiced and then I will proceed to pay. If your payment options are not listed on your invoice, please let me know the methods in which I can pay. Thank you kindly.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  11/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 31, 2022 I had the business come to move my small one bedroom apartment to an apartment 20 mins. away. Invoice number ****** Paid $1,724.66. I was informed that because I was in a three story walk-up that they require that I hire three people at $225 per hour which I agreed to. When they arrived the driver informed me that he only had two hours sleep, it was his first day driving and it was only the second day of work for the helper. There was not a third person so I was paying $185 per hour. I was hopeful that they could still do the job within a reasonable time. It was a nightmare from the beginning. The helper was not in condition for the work and was hopeless. He could barely handle the stairs and took a break after every time he went down. He was also continually texting. I could see him sitting in the truck from the window. They would both disappear for long periods of time and at one point I witnessed them both sitting in the truck. I have a witness for this as my property manager came by to tell me. I also have text messages with a friend concerning them disappearing. They were careless and didn't care if boxes said fragile and almost all my furniture was damaged as well as items broken. They were putting plants on custom made leather loveseat and furniture on top of solid wood furniture as well as dropped my t.v. and broke it. There was actually a muddy shoe print on my coffee table. I moved into that apartment in 2.5 hours so estimated 4 hours to move out. Even the driver told me that I didn't have a lot of furniture and nothing was really heavy. They didn't put mats down and the floors got scratched and gouged at my new place. I didn't have a couch, only the love seat. At some point the helper walked off the job. They agreed to reimburse me for damages and amount they overcharged me. They ignore my messages and sent me a cheque for the tv of $600 and for my overcharged hours. I replaced the t.v. $595 so that left $5 for the overcharge.

  

  Business response

  18/07/2022

  Business Response /* (1000, 8, 2022/05/27) */ Again my apologies for the issues you had during your move with us. Unfortunately due to Covid sometimes we are short staffed as we can't allow staff that even have a cold come to work. Yes, 3 men were originally booked but we were short staffed that day. The 1 employee had only been with us a week but did go through a full weeks of training prior. The other employee has been with us for over a year. I definitely agree that you did not get the red carpet service that we usually uphold. For the inconvenience 1.5 hrs of labor was subtracted off your invoice at the time of payment. This was a refund of $313.57 in total. As per the damage waiver that you signed and our industry standard insurance that was sent to you in your confirmation email, electronics are not covered unless they are in their original box. Because of the issues you had with your move and under the circumstances we also sent you a refund cheque of $600.00. Unfortunately we are unable to refund your request of $800.00 more. You are asking for a total refund of your full invoice plus additional, for the crews 9.75 hours of work. Again my apologies for the issues you had with your move. Consumer Response /* (3000, 10, 2022/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is not up to me to pay for staff who can't and won't do the job. I did not sign any waiver and you told me that I could not do an insurance claim until I paid an extra $97 which I did. You did not do an insurance claim. The hours I was charged is unbeleivable. They spent 1.5 hours getting to my new location which is a twenty minute drive. ***************************************************************** ***************************************************************** ***************************************************************** **************** Consumer Response /* (3000, 11, 2022/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Also, all the phone calls I made upset about my tv, no one said it would not be covered. This is the first I've heard that. Maybe, you should tell people that before they hire you and before you threaten them if they don't pay extra money, they can't make an insurance claim. ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ***************************************************************** ******************* Business Response /* (4000, 14, 2022/06/01) */ Again, I am deeply sorry to hear you were not happy with the services you received from our crew. Thank you for giving me the opportunity to address your concerns again. You were originally booked with a 3 man crew. Unfortunately due to Covid, we had a staff shortage that day and you only received a 2 man crew which was reflected in the hourly rate you received. Definitely a 3rd man would have been beneficial for your move, even with out a couch. A full 1 bedroom apartment with 35 + items as well as boxes going from a walk-up to an apartment with an elevator can take time. Again I apologize that you did not receive the red carpet service you deserved. To try and resolve the situation, at the end of your move 1.5 hours were discounted off your final invoice for a total of $313.57. This was to compensate for the staffing issues that day. The following day Dorothy was processing the invoice through ********** to send you a copy of your invoice. She noticed a mathematical error, which sometimes happens. She reached out to you unaware of any issues to let you know, as that is the procedure we follow. You were sent your confirmation email prior to your move which also included our industry standard insurance. You were asked to thoroughly review this information including the insurance, as it was all imperative to your move. "Electronics are not covered under insurance unless in their original box", "Please have your electronics and musical instruments professionally prepared for moving beforehand." You also signed the damage waiver on move day which also states this, which I sent you a copy via email. Under the circumstances and the issues you had with your move we still then sent you another refund of $600.00 in the form of a cheque, which you cashed. For a total discount of $913.57. A few days later you e-mailed me stating that you demand another $500.00 to be refunded to you or you were going to leave bad reviews on the BBB website and Google Reviews and contact the media. As per the e-mail I had sent you, Again I am sorry for the issues you had during your move. I am also sorry we have not come to a resolution. If you would like to contact me directly to discuss this further please reach out to our office. We are at your service and always strive for the best customer service we can provide. Consumer Response /* (3000, 17, 2022/06/01) */ I only found out about them not covering the tv through their response to this complaint. When I was called to pay them extra money or I couldn't do an insurance claim, I wasn't told they wouldn't cover my t.v. I talked to Heather and told her I was buying a replacement tv she said by all means. All the phone calls and emails were ignored. At no point was I told they would not cover it. Now they send me an email saying I should have bought a used one.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩