Thank you for your great review. We really appreciate hearing from our customers whether it be a good review such as yours, or even a bad review so we can see where we went wrong and can correct it. Thank you for taking the time to let us know how we did.
Thank you so much for your kind words. Its always great to read the positive reviews.
They helped move a friend out of the basement. They did a great job!!!
Thank you so much for your kind words. Its always nice to hear that our customers are happy. We look forward to helping you or your friend with the next move.
I have spoken to the Kitchener office to find out what happened during your move. They emailed me a copy of the quote they sent to you as well as a copy of the final invoice.
All of our local moves are based on an hourly rate with a minimum of 4 hours on all moves. There is also an hour travel time added to the invoice which is the average time it takes to get to your home and back to the office once the move is completed. The time it takes to get from your old home to your new home is included in the time it takes to do the move. All of this was explained in the quote you were sent by email.
You were offered an in home estimate at no cost which would have given them a better idea of what you had to move and also would have let them know that the patio furniture in the back yard was under snow and ice. Both back yards (pickup address as well as delivery address's) had to be shovelled so they could remove and place the furniture. This takes time. It also takes time to dismantle and reassemble a treadmill to move it up the stairs.
You fail to mention that there were 2 drop off locations, not just one. From what I understand the second drop off was approximately a half hour from the first one.
Sometimes the workers complain to relieve stress. Keep in mind that moving furniture day in and day out is hard on the body. They are told to keep the complaining to a minimum or way from the customers, but sometimes it happens. We will speak to the men about this to try and put a stop to it.
After reviewing the Bill of Lading and the emails I don't see anything out of the ordinary. Again, had you taken the office up on having an in home estimate done they could have given you a better idea of how long it was going to take and you could have shovelled the paths so they could get the patio furniture out so it would not take them 20 minutes of shovelling.
Barb
Thank you so much Susan for your kind words and glowing review. I will make sure that Jennifer and her team see your review, Im sure it will make their day.
Thank you so much for your kind words Rivka, I will make sure that the local office gets a copy of your review.
Thank you so much for your kind words Brian. We look forward to helping you on your next move.
Thank you so much for your kind words Mary Anne. I will make sure the team knows how happy you are.
Thank you for letting us know about your recent experience with us. We are very sorry to hear that your move was not a
success. We strive for excellence in our service and have an unconditional commitment to customer satisfaction. We are very
disappointed we did not meet those standards for you on your move day.
I just want to ensure you that we take all feedback seriously - good and bad. Your original complaint was that you were not
very happy with the crew performance. The crew manager deducted a half hour from your bill on move day, as well as sent you a
$100 gift card. Your comments regarding the staff were used to coach and re-train the crew.
We thought we had attended to the issue at hand. We then received a damage claim form a month and a half later regarding a rip
in your sectional sofa. We followed procedure right away and attended to the claim even though it was past 30 days.
On move day the damage waiver form you read and signed states there is a maximum of $.60 cents per pound per article. As well,
there being a $50 deductible charged on any and all claims of loss. The crew manager/operator contacted you directly with an
apology. Once he reviewed the final details he waived the deductible and payed out $270.00 personally to have the sectional
fixed.
We again apologize for not meeting our standards for your move. We value your business - please contact us directly if you
still feel that we have not addressed and resolved your complaint. We will be happy to talk to you and hear your concerns.
I have spoken to the office that booked your move. The truck that they were to use on your moving day had broken down and they had a choice to either cancel the move last minute, or find another mover that had availability to do your move for you. The only other office that had availability on that day was Maple Leaf Movers. In order to not leave you hanging, we passed the move on to Maple Leaf Movers.
Our office had originally quoted 4-6 hours for your move, not less than 4 hours as you stated. You also booked your elevator for move out and move in for the same time, 9 - 1, which gives the team only 4 hours to wrap, load, travel to the new location and unload your belongings. As you know this could not happen so they had to use the elevator at offload while it was also being used by tenants of the building, it was not on hold for the movers only. When we have to share the elevator with others it takes longer.
Your move took 6 hours to complete because of the issues with the elevator, but you were only charged for 4 hours plus the one hour of travel time for a total of 5 hours. The men must be paid for 6 hours that they worked, but you were only charged for 5 hours.
I'm sorry you are disappointed in your move, but in this case we were stuck between a rock and a hard place. We could have phoned and said sorry, we cant do your move and left you hanging and looking for another movers on the day of your move, or we could find someone else that could do it.
Two Small Men With Big Hearts Moving is one of Canada's largest network of independent moving companies . Our goal is to provide a top level of moving service anywhere in Canada at a competitive price. This will ensure stable, steady growth and make us a force in the future. We offer local and long distance moving services for homes, apartments & offices within Canada.
Kingston movers ray@moving.ca 613-549-1888 or 613-968-9097
Oshawa movers (Durham region) toronto@moving.ca 905-665-6404
Greater Toronto movers toronto@moving.ca 416-663-6300
York Region movers toronto@moving.ca 905-761-7488
Barrie movers toronto@moving.ca 905-841-9210 or 705-722-9970
Mississauga movers sam@moving.ca 905-272-9310
Kitchener Waterloo movers danmayo@moving.ca 519-748-1117
Hamilton movers (Burlington) kyle@moving.ca 905-524-3278
London movers danmayo@moving.ca 519-666-3600
Some services that we provide are, local moving, Long Haul, long distance moving, National and International Moving for Residential, Office and Commercial Moves.
