Two Small Men With Big Hearts

To start I was supposed to get 2 days notice, I got 1 hour notice. I was about 70% ready. The moving guys were understanding but things were being thrown into boxes, taken apart and prices were everywhere. Got notice they were at the new place got 1 day notice got here all was good the guys were great, when they were done we were missing lots I was informed that my stuff was put into 2 separate storage bins and I would be getting it in 2 weeks that 2 weeks turned into 3 mths. I got 4 days notice the guys unloading were great again, now Im still missing 1/2 a sectional couch, ( I have all the cushions), futon frame (I have the mattress for my) 1/2 the box spring from my king size bed and about 50 boxes I am getting no response we are now going into mth 6 since I moved June 21st 2024 everything was picked up from my home in Toronto to be moved to Manitoba.

I had to book a mover within 2 days of needing the move to occur so I was glad I was able to secure it with TSM so quickly and easily. My family is going through a challenging time with health problems and I didn't want to ask for yet another favour from family and then feel bad because it involved unpleasant business like moving heavy furniture up and down stairs. I figured I would hire professionals and not have to worry. Well, things didn't start well when I got a call at 9am saying the movers arrived and they weren't supposed to be there until 12pm. When 12pm did come they didn't call me so I had to call them, turns out they sat there all morning waiting. They brought a massive truck for just two couches and a shelf, making it difficult to park since it was downtown Toronto adding to the time everything took (and I was paying hourly, by the way). They took three times longer than I did to drive to the destination so I ended up having to pay way more than I wanted (which was especially odd since they left before me and I passed them on the highway so I knew approximately where they were at a certain point in time), so it felt a bit intentional to drive up the cost and/or get paid for more time. Then they did quite a bit of damage inside of my house. Multiple scratches on my relatively new flooring, chunks of trim and door frames broken off, lots of paint scruffs that I will have to patch. The two gentlemen I had were very professional and good company, and I understand moving furniture is not easy. However, my biggest issue is that they require you to submit your claims within 24 hours and they falsely told me on the phone I would need to upload photos with my claim. My phone camera doesn't work and getting access to a second phone to take photos while I'm single-parenting and caring for an ill partner so this turnaround time was not feasible. They also didn't tell me over the phone I would need to do it immediately. By the time I submitted it (which didn't even ask me to upload any photos after all), I was informed they closed the claim since it was past 24 hours. It's on me for not reading what I agreed to since I was absolutely rushed to get a mover, but I certainly won't be using TSM again and I wouldn't recommend them to anyone else either.

No damage was reported before moving it
This company did not protect my dining room table when moving it. One man was struggling with it and hit a coat hanger that was fixed to the wall. I have tried dealing with the owner Kyle no last name as he has refused to supply one. His employee told me I could get a reduction on my bill he took pictures of the damage and was talking with Kyle for a good 15 min on his phone at my place. I spoke to Kyle (no last name ) but also has Smooth mover as an ID on my phone he offered a discount but I refused and wanted him to pay for the repair. its been over a week back and forth with his. Mr Kyle no last name refuses to give me detail of his insurance company for me to file a complaint I asked Kyle no last name He also wants me to go through my home insurance he demanded to speak to my lawyer direct I have offered Mr Kyle with no last name the opportunity (twice as I drove back to the house and waited for him ) to
revisit the location that his employee damaged my Dinning room table He told me that he did not want to spend 3 hour driving ( I myself drove one hour each way total 4 hours and waited for him I also texted him that I was waiting no response from him) This man is not trustworthy This complaint is only about this man franchises as he is one of the owner the other brother Glen I have not spoken too. Mr Kyle no last name keeps asking me to send him video and pictures I have no Idea how to do this Please remember his employees have already taken pictures.

I recently hired the Company for a short notice move. While I am appreciative of their ability to accommodate our move, I have to say that the overall service was atrocious. Our movers were late, which I was contacted about by one of the owners. No big deal; things happen. We were already under quite a bit of stress because of timings that we had to meet. Instead of making things easier, we had to listen to constant complaining, rough handling of boxes marked fragile, and also clean up after our movers, who tracked mud across clean floors and new carpeting. The move was completed in a timely fashion, so that was definitely a plus. However, a few days later when I had a chance to visit the storage space with my wife, we were appalled to find that our belongings were tossed into the storage space, without any rhyme or reason. When I reached out to one of the owners to advise of our findings, I was basically ghosted. I will never utilize this Company's services again.

They claim to know how to move pianos. They brought a beautiful baby grand piano and put it together backwards and it's unusable.

Absolutely amazing movers as well as admin! we have used other companies before and recently used 2 Small Men with Big Hearts for a 2 bedroom to 4 bedroom house move. They were always responsive, answered all questions over phone or email, and seemed very well organized. Our movers day of were so fast and so kind and patient with us and took great care of our belongings. We had Ayman and Michael and have nothing but positive things to say about them. Overall everyone we dealt with was respectful and professional. The cost was also completely reasonable, we couldnt believe it! Highly recommend to anyone for a big move.

We had many things to move. The movers were great. They followed our instructions perfect, nothing was damaged, and very friendly and easy to get along with. Will recommend to others

Movers arrived on time, worked steadily and efficiently until the job was complete. Completing the job well under the quoted estimate and were very friendly

Had four guys. Two trucks. They worked together as a team and finished sooner than I was expecting. Very hard working and professional team. Will definitely use them again. A+++

A horrific experience with almost all my furniture damaged and incompetent staff which they refuse to be responsible for. They deceived me about an insurance claim and refuse to pay for my tv which was dropped and broken. It took four hours for them to load 16 items and thirty four boxes. Do not hire this company with no hearts, ethics or compassion for a senior who doesnt have money or anyone to help them. As far as their response goes, they just make stuff up as they go along, not honest. I dont know how they got 34 items. I had 16 items and 34 boxes. Also, they came back the next day to put my bed together properly and while they were here I told them to take the tv. They broke it, they can dispose of it. Again, they refuse responsibility. A lot of stuff I loaded in my car because they were so slow. I paid $185 an hour so if thats a discount , then what is the regular price? The driver told me that hed only had two hours sleep and it was the helpers second day on the job. The helper was in no shape to do the work and proceeded to whine, spend most of the time texting taking breaks and both of them sitting in the truck. I have witnesses to that. The only thing I signed was the bill when I paid. If thats an insurance waiver I wasnt aware. Who is going to say yeah you broke and damaged most of my stuff and overcharged me but its okay? When I was called for more money I was told that they couldnt do an insurance claim unless I paid. I paid and they didnt do a claim. They knew how upset I was all the damages, especially the tv. I was told it would take ten to fifteen days for the insurance claim. When I told them I wasnt willing to be without a tv for that long and was buying one they said by all means. No one ever said the tv wasnt covered and an insurance claim was never made. Not only am I out the money for the tv, I also have extensive damages that a few hundred dollars wont come close to fixing. I paid $1,749 for the move and $595 for the tv so Ive still paid $1,719. Why should I be responsible for their staff? It wasnt the stairs or elevator but incompetent staff that was the problem.